Configure a custom Web service that conforms to the Web Service Description Language (WSDL) standards.
Configure the rule associated with the Web service from the Rule Groups section in the Omnichannel Administration Utility.
Procedure
Start Omnichannel Administration Utility.
In the navigation pane, click E-mail.
Click Open Interfaces.
Click New
In WSDL URL field, enter the URL of the WSDL.
Click Discover.
The system sends a query to the WSDL URL and lists the methods retrieved from the URL in the Open Interfaces method discovery dialog box.
In the Open Interfaces method discovery dialog box, select the methods that you want to add to the Web service and click Add.
To add all methods, you can click Add all.
In the Methods section, click New to create a new method.
To edit an existing method, you can select the method and click Edit.
In Method, enter a name for the method.
In Display Name, enter the name that you want to display for the method.
Note:
The display name must be unique across all Web services.
In the Input Parameters section, do the following:
Select the parameter that you want to move to the list of parameters that must be passed to the Web service.
Click >.
The Input parameter list is a static list of the fields from the email.
To remove a parameter from the list of parameters, you can select the parameter and click <.
In the Output Parameters section, do the following:
Select the parameter that you want to move to the list of parameters that must be returned from the Web service.
Click >.
Output parameters replace or complement the original rule output. For example, the Web service can determine a different skillset or priority for the email, manipulate the body of the email, or return a screen pop or knowledge base links.
To remove a parameter from the list of parameters, you can select the parameter and click <.
