Zendesk Talk ACD integration
Hi,
we are evaluating possibilities to integrate with our customer's Zendesk installation.
Our solution provides audio/video streaming capability, connecting customers with agents in order to help the customers have their problems solved.
We can see basic integration scenario as follows:
1. client wants to contact someone in the call center
2. We need to request Zendask Talk to assign an agent to handle the call. We reckon that we well need to call some REST API to register a "case" and once some agent has been assigned to answer this call, we will be notified with some identifier of the agent.
3. During the call agent must not be assigned any other concurrent call
4. once completed, we will notify Talk API that agent is available back again in the agent pool.
Is this scenario possible with Zendesk Talk routing engine ?
What APIs can we use to acheve this functionality.
If possible, what we be notified with a callback on out API endpoint exposed, or the call requesting for agent will be synchronous ?
Best regards,
Michal
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Hi Michal,
Unfortunately, the only way to integrate a Talk solution would be to use the Talk Partner Edition (TPE) end-points to create your integration.
I say unfortunately, because from what I am seeing your are looking for talk features that are not available end-points in the TPE.
TPE has limited functionality such as creating tickets within your Zendesk for incoming calls, creating voicemail tickets, and open the ticket in your agent browser when the ticket is being created. Here is our TPE documentation: https://developer.zendesk.com/rest_api/docs/voice-api/talk_partner_edition.
I am sorry if this is not the answer you were hoping for.
If you have any other question , feel free to contact us at support@zendesk.com.
Cheers,
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