Hi, a customer of mine once asked for this - actually, it became a "do it or we'll move to Avaya" kind of a situation.
So we did the following:
- agents are created in ICM, and assigned to one dummy skill group - this skill group is needed by the agent app,
- built a web based app that imports the list of agents into its local database and keeps it in sync,
- using a simple web interface agents can be assigned to various skill groups that exist only in this application,
- ICM script does a lookup in the database of application and routes the call to the appropriate agent based on the instructions given by the external app.
It's basically an external routing engine, on steroids, that lets you program in Javascript or Groovy or Python. The name of the product is AIRA.
If you are interested, I can send you the details.
G.
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