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 ?