Hi at the moment we are on CCX 4.5 enhanced. We are looking at if there is a way of accessing the agent state table to get the current agents ready at any one time. We are not adverse to upgrading to a later version or the premium addition. Some one mentioned you can use web triggers to access this in the profesional version, but cannot find any referances to this. We would like to keep this all CCO compaible. Are there any suggestions or advice where we can see this?
In my opinion, the "best" way of doing this is having full SQL server (instead of MSDE) and querying the real-time tables in db_cra. Note that you must purchase a Cisco-specific SQL install disc. The CCX Administration guide refers to this as Real-Time Snapshots Config (page 544).
Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 7.0(1)
Not at all a hijacking, that sounds on topic to me.
I believe you can do IP-based connections with MSDE if you enable it. I have done this with MSDE on Unity to query the Holiday table for example. The main reason I shy away from it is the MSDE "workload governor" that throttles the engine performance. I get worried about third-party applications causing contention for processing availability which could impact normal operations.