Hi All,
currently i am in a evaluation process of connecting Voice/ACD with the new SFDC Omni-Channel feature. 

The ACD provider will be integrated using OpenCTI. Indeed OpenCTI exists in the CallCenter console component of the ServiceConsole. Usually the ACD provider takes care of the call routing and the only interaction with SFDC is done in context of the OpentCTI HTML/JavaScript code (inbound and outbound calls, call logging etc.). This HTML/JavaScript code is always running in context of the browser of a particular agent. The session between the agent and the ACD server is handled by the CallCenter console component (pure Cloud solution) or some kind of local desktop app as a middleware between the CallCenter console component and the ACD server.

I have an ongoing discussion with SFDC about there recommendation to integrate OpenCTI with Omni-Channel to make sure the Omni-Mechanism will manage the Agent-Blending completely on SFDC side.

SFDC suggest to let the ACD system create a Case … which will be handled by a Omni-Service channel. A Omni routing configuration assigned to a queue will route that case to an agent. As soon as an agent picks that case from the Omni console component the ACD is notified via SFDC streaming API to connect the pending call with the agent who accepted the case. In fact the ACD server is the only subscriber of the StreamingAPI PushTopic.

I have a fundamental problem to understand that approach:
1. from my understanding OpenCTI only runs in context of a client browser … to create a case outside that context, OpenCTI needs to connect to SFDC in a different way. That was the old CTI way … OpenCTI tries to get rid of that!

2. StreamingAPI cannot connect to server side processed outside of SFDC (like a server run by a ACD provider), again: the only way is to notify the OpenCTI console component via Javascript events fired by service console integration toolkit. 

Does anyone ever did such an implementation or found any kind of best practice documents coming from SFDC?

Before you ask: we have a running ServiceCloud implementation (1000+ agents) using OpenCTI in the „classic way“ for a couple of years now. Moreover we have a new PoC using Omni-Channel for Email,Web and LiveAgent in place. The missing piece is to connect OpenCTI and Omni and let Omni do the call routing instead of the ACD provider.

Thanks for any kind of inspiration 

Best,
Andreas