Call back and agent status synch with SN

[Renaud_Larcier]

Hello
I'm product owner not developer so sorry for my candid questions
I'm exploring options
We have ServiceNow for case mgt - handling chat and websubmit through a SN customer portal . For phone channel we use Purecloud and have a very small integration. When call comes in agent gets customer name displayed after script lookup in SN
Now we want to have on SN customer portal a button where customers can request to speak to an agent on a specific category (combination of queue and skills ). We will use /api/v2/conversations/callbacks for that
We would like also to have the agent status from PC for phone queues to be passed to SN that will manage going forward all channels avbl for agent . Meaning also that when agent is busy on email and websubmit he's set automatically to non avbl status in PC by SN .
Anyone having achieved this already that could share some experience on how to achieve that ?

[tim.smith]

@Renaud_Larcier

Now we want to have on SN customer portal a button where customers can request to speak to an agent on a specific category (combination of queue and skills ). We will use /api/v2/conversations/callbacks for that

You need a middleware service to handle this. See this open source project for an example: https://github.com/MyPureCloud/public-stats-service

@Renaud_Larcier

We would like also to have the agent status from PC for phone queues to be passed to SN that will manage going forward all channels avbl for agent . Meaning also that when agent is busy on email and websubmit he's set automatically to non avbl status in PC by SN .

I don't know how ServiceNow wants this information, but it sounds like you're looking for conversation, presence, and routing status notifications. https://developer.mypurecloud.com/api/rest/v2/notifications/notification_service.html

[Renaud_Larcier]

thanks @tim.smith . We'll start with that