All,
I am working on a project which tries to implement a custom routing engine instead of using ICM.
We want a custom routing engine is because we would like to find out most appropriate agent based on their skill set, presence and current workload in other systems, and so on.
I would like to ask if it is possible to implement a custom routing engine? Any documentation illustrate the communication and interfacing between other components in UCCE and UICM?
If UICM is a must, is it possible to implement a script that could invoke some web services in order to retrieve the agent to route the call to?
Thank you for helping!
Regards,
xdallen