Task Routing for Third-Party Multichannel Applications
Task Routing APIs provide a standard way to request, queue, route, and handle third-party multichannel tasks in CCE.
Contact Center customers or partners can develop applications using Customer Collaboration Platform and Finesse APIs in order to use Task Routing. The Customer Collaboration Platform Task API enables applications to submit nonvoice task requests to CCE. The Finesse APIs enable agents to sign into different types of media and handle the tasks. Agents sign into and manage their state in each media independently.
Cisco partners can use the sample code available on Cisco DevNet as a guide for building these applications (https://developer.cisco.com/site/task-routing/).
For information about configuring Task Routing for third-party multichannel applications, see the Cisco Unified Contact Center Enterprise Features Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-feature-guides-list.html.