There are a variety of methods of doing screen pops. Most of them revolve around having a small vendor software client program installed on the desktop. This then communicates to the Remedy User tool through some method (DDE, OLE, etc....) and passes the data. The customer id (often just the phone number) is looked up, the "new" HPD:HelpDesk form is opened, and the contact information filled in. I've done this for a number of people over the years in versions 4.x, 5.x, and 6.x and I've yet to see one that I thought was very efficient and straight forward. Often the vendor software is limited or a macro had to be invoked on the Remedy side. I personally hate macros and always have (but that's just my bias). I've heard that it is now possible to do screen pops using the mid-tier client but I've never seen it or done it so I can't confirm those claims. Given that you can easily call javascript files from an active link and do other similar functions I am sure it is possible - but I again would be surprised if it was efficient.
________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tanner, Doug Sent: Friday, October 19, 2007 9:40 AM To: arslist@ARSLIST.ORG Subject: Re: Screen Pop/CTI/IVR ** We are on 6.3 and doing screen pops with Cisco Call Manager. Nothing but a simple run macro Doug ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Betina Lose Sent: Friday, October 19, 2007 9:14 AM To: arslist@ARSLIST.ORG Subject: Screen Pop/CTI/IVR Dear WARUG Listers - Who's doing 'screen pop' with Remedy? I'm researching how to do screen pops (also used in context of computer telephony integration (CTI) and/or interactive voice response (IVR)). If you are currently doing it, please share with me, in general terms, how you did it. Did you buy a vendor product or do it yourself. If you went w/ a vendor, which one. If you did it yourself, how. If you are a vendor who provides such a product, please let me know. If you are a vendor who provides such services, please let me know. Thank you in advance. I appreciate the info. --BL ____________________________________________________ Betina Lose, President/Software Engineer Certified Remedy Skilled Professional (5.1.2, 6.3, 7.0) Bleeding Edge Technologies, LLC 18411 Kingsmill Street Leesburg, VA 20176 Chairperson, WARUG www.warug.org DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient of this e-mail and have received it in error, please immediately notify the sender by return email and then delete it from your mailbox. This message may be protected by the attorney-client privilege and/or work product doctrine. Accessing, copying, disseminating or re-using any of the information contained in this e-mail by anyone other than the intended recipient is strictly prohibited. Finally, you should check this email and any attachments for the presence of viruses, as the sender accepts no liability for any damage caused by any virus transmitted by this email. Thank you. __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
