MIKE SCHWERMIN | Is it possible in a CUCCE 8.0 environment to utilize an Enterprise Application Gateway Server with Gateway XML(COM/ODBC) to write real-time AGent and Call activity to a Web/XML Server for "Avaya ACD" consumption to make Avaya routing decisions based on this Agent availability and Calls in Queue type statistics? In this situation Avaya would then use this information to make routing decisions to in turn route calls into a call center on CUCCE 8.0. The Avaya side could also use this real-time information to pull in real-time statistics for reporting purposes also. |
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