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Not really…the Avaya consultant that we are using doesn’t want to use OLE or COM objects…any thoughts?
Alex
From: Action Request System discussion
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Behalf Of Matthew White
Alex,
Do you have Java developers that are familiar with the telephony interface and Remedy Java APIs?
Matt
From: Action Request System discussion
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Behalf Of Gray, Alexander
So the next question is how can or will this help me…?
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Behalf Of Matthew White
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
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Behalf Of Gray, Alexander
Did you use a COM object or DDE or neither?
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Behalf Of Matthew White
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
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Behalf Of Gray, Alexander
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
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Behalf Of Angus Comber
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.
Angus
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- Re: Info on setting up Avaya CTI with Remedy.... Gray, Alexander
- Re: Info on setting up Avaya CTI with Remedy.... Gray, Alexander