I am working on an SIP AACC - AAEP integration (I have Front-end AAEP installation).
I need to play on the AAEP OD application the Expected Wait Time for a certain AACC skill_set.

I have found some information about accessing RSM to get Real-Time Statistic Multicast. Is this the only way? Or does OD 7 have any AACC PDC functionality to get this easier?


If querying RSM is the only way, is there an SDK for java?

Thank you!

I contacted the AACC folks and this is what they said

"There is no ‘easy’ way to get EWT out of AACC unfortunately; no simple SOAP or REST you can invoke. You can either use RSM, or there is also an RTD API (should be described on DevConnect) that will return the EWT; you need to import the client lib and write code to use it.

One of the guys here said PSO wrote a wrapper around RSM a few years back, so that OD could get the EWT using a single WA call – for this exact scenario, ie someone trying to get metrics from EP. No idea how to go about getting this – would they have uploaded the code to some central repository somewhere?
"