Hello , Thnak you for your reply.
Here my customer is looking for Integrating IM module with IVR using avaya. here is the thing we are looking for: 1) Customer calls help desk and he would hear the message like please enter your ID followed by # sign. 2) as soon as it is done ,system would show pop up window which will contain customer ID as well as other details like language and location related to customer.ideally system whould extract it based on ID. 3) then Agent would insert text related to an issue and he would press save button present on pop up window. 4) then Incident should get created. As per my understanding in this case every agent should have Avaya agent installed on his/her machine. Please correct me if i am wrong. I need help to understand what are the task which needs to be done from Remedy side and from avaya side. Kindly waiting for your reply. With Regards, Amit B. On Thu, Nov 21, 2013 at 9:44 AM, Grooms, Frederick W < frederick.w.gro...@xo.com> wrote: > ** > > What type of integration are you asking for? > > > > Examples > > When a call comes in and is answered by a rep are you looking to “pop” > the screen of the rep with the caller’s information? > > After the call is complete do you wish to add data to the ticket about > call timing? > > Do you want the ability for a user in ITSM to have the IVR system make > the call for them (ARS triggering the user’s phone to dial the number)? > > > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant > *Sent:* Thursday, November 21, 2013 6:12 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Need help about IVR integration > > > > ** > > Hello All, > > > > We are working on requirement about integrating IVR with ITSM . Does > anybody has any document which could be helpfull for us during the > implementation ? > > > > As per my understanding Avaya has it's own API which can push data into > either staging form or Hpd:help Deks form ? Please correct me if i am > wrong. > > > > Regards, > > > > Amit B. > > > > > _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
