----- Original Message -----
Newsgroups: public.remedy.arsystem.general
Sent: Friday, July 14, 2006 11:49 AM
Subject: Re: Info on setting up Avaya CTI with Remedy....
**
Alex,
Do you have Java developers that are familiar with the telephony interface and
Remedy Java APIs?
Matt
From: Action Request System discussion
list(ARSList) [mailto:[EMAIL PROTECTED] On
Behalf Of Gray, Alexander
Sent: Thursday, July 13, 2006 7:07
PM
To: arslist@ARSLIST.ORG
Subject: Re: Info on setting up
Avaya CTI with Remedy....
So the next question is how can or will
this help me…?
From: Action Request System discussion
list(ARSList) [mailto:[EMAIL PROTECTED] On
Behalf Of Matthew White
Sent: Thursday, July 13, 2006 7:05
PM
To: arslist@ARSLIST.ORG
Subject: Re: Info on setting up
Avaya CTI with Remedy....
We used the Java API. In fact we
created an entire veneer on top of Remedy to fully integrate. We find
that most customers want to integrate Remedy into their business processes ala
their portal, etc… This way it becomes transparent rather than
working a ticket, for example.
Matt
White Consulting, Inc.
From: Action Request System discussion
list(ARSList) [mailto:[EMAIL PROTECTED] On
Behalf Of Gray, Alexander
Sent: Thursday, July 13, 2006 3:24
PM
To: arslist@ARSLIST.ORG
Subject: Re: Info on setting up
Avaya CTI with Remedy....
Did you use a COM object or DDE or
neither?
From: Action Request System discussion
list(ARSList) [mailto:[EMAIL PROTECTED] On
Behalf Of Matthew White
Sent: Wednesday, July 12, 2006
9:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Info on setting up
Avaya CTI with Remedy....
Alex,
We integrated using a custom app that is telephony aware and uses the API to
speak with Remedy.
However, as our proof of concept we used the mid-tier to get us going –
you can pass as many parameters as you wish to Remedy.
Let me know if you need more info.
Matt
White Consulting, Inc.
From: Action Request System discussion
list(ARSList) [mailto:[EMAIL PROTECTED] On
Behalf Of Gray, Alexander
Sent: Wednesday, July 12, 2006
11:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: Info on setting up
Avaya CTI with Remedy....
Angus
Basically I am looking to pull the
employee ID and company data that comes through the IVR system so that we can
pull into Remedy to pop the customer’s info inside the ticket. We are
using ITSP 4.0…
Any advice would be greatly appreciated
Alex
From: Action Request System discussion
list(ARSList) [mailto:[EMAIL PROTECTED] On
Behalf Of Angus Comber
Sent: Wednesday, July 12, 2006
4:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: Info on setting up
Avaya CTI with Remedy....
What exactly are you looking to do? Surely if you pop
a Remedy screen from an IVR you are going to get a LOT of screenpops?
DDE is very naff. Wouldn't recommend. There are
other ways.
----- Original Message -----
Newsgroups: public.remedy.arsystem.general
Sent: Tuesday, July 11, 2006 10:54 PM
Subject: Info on setting up Avaya CTI with Remedy....
**
Folks,
Need some info or help in setting up CTI caller screen pops
using the Avaya IVR system. Can you use DDE and runmacro to make it happen or
any other way is fine too.
Thanks
Alex
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