Re: Screen Pop/CTI/IVR
Betina, 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)). We have full server-side integration (searches, updates, new form items from IVR) as well as full client-side integration (pop new/existing from item, search, fill fields, run macro in Remedy User) in IP-based IVR/Call Center product. Please contact [EMAIL PROTECTED] to arrange a demo. Best regards Sergey Menshikov ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Call Control Buttons in Remedy User
Hi All, Do I understand correctly that to add phone control buttons when using Remedy User, I need to put Answer, Hangup and Dial buttons on every form my user is working with? Is there some easier way to do it? Thank you! Best regards Sergey Menshikov ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: voice applications for Remedy ARS - beta
igor ivanov wrote: - make a call, lieave a message (voicemail, to change password, spell it) and ... login; or - get a phone call with your new autogenerated password, confirm it, close the case over the phone... In most cases there is no need to leave a message for password reset - after you identify yourself against your Remedy profile, Frontrange IPCC will reset the domain password for you and spell it right back. Outbound calls are usually reserved for cases like automatically calling members of change approval board if change is urgent (triggered by server escalation). Sergey ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: OT: ARS List Email is a Goldmine - How to Index
Carina Burns wrote: >I too use outlook too to search through messages...It's slow going but >still seems faster than BMC support... <_< > >Any suggestions would be appreciated. Use Lookout recently bought by Microsoft. The best desktop e-mail search engine bar none - if only they made it not for Outlook but for Thunderbird ... ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: voice applications for Remedy ARS - beta
It is just a vmware image to try, I just sent you a link. Let me know if you would like to have install files ... Joe DeSouza wrote: If it works as good as it sounds like with all your bullets provided, it should be a pretty good product... What are the system pre-requisites to be a participant in your tests? Joe D'Souza Remedy Developer / Consultant, BearingPoint, Virginia. - Original Message From: Sergey Menshikov <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Wednesday, January 10, 2007 12:52:06 PM Subject: voice applications for Remedy ARS - beta Dear All, I am charged with beta oversight of our Voice Applications for Remedy ARS. While the beta is running for some time, there is still some chance for me to influence what makes it into final package. The questions I have now: * Are Remedy users comfortable with running IP voice? (the upside is less dependence on telecom guy - voice becomes just another IT application in the LAN :) * Is speech recognition relevant at all? (we have low-level SR support but not very extensive as yet) * Could we release it without DateTime type support for Create/Set Form Entry? * The integration is built against ARS 6.3 - do we urgently need to re-build against 7.X? Does anyone want to participate in beta (to try you need a Windows 2000/XP PC, not even a server)? I would love some ARS guru input before release. (Some product blurbs are copied below). Best regards Sergey Menshikov 719-338-6004 Director of Product Development, Frontrange Solutions, Inc. [EMAIL PROTECTED] - Automatic phone interface to Remedy ARS * 24/7 access - new request, status, change state * Automation of shared cause requests - "join class action" with one button push * Voicemail request management - leaves voicemails as AR request attachments * Windows Domain password reset over phone Live person functionality * See who waits in the call queue, pull calls (along with simple ACD) * Screen Pop Remedy User with data fill / request search based on IVR-collected data * Call recording with ratings and reports; * Whisper coach and call monitoring for service quality * Real-time and historical reports Technology * SIP IP Telephony * Integrates with any PBX or directly to public telephone network (using standard SIP gateway) * Text-to-speech (SAPI5, 3rd party) and prompt-based common data speaker * Windows PC * Web-based administration Remedy ARS - specific functionality * Screen pop with Remedy User client app o Open new, existing or search forms o Fill fields o Run macro with parameters o Open guide * IVR Server blocks o Search form entry (using advanced search syntax) o Get next entry in search result - for iteration o Create form entry (set field values, including attachments) o Set form entry (set field values, including attachments) - Char - Decimal - Diary - Integer - Real - Enum - Attach - Date Time * o Get Attachment (info temp file name or specific file) o Create Alert o Prepare Remedy User screen pop settings o Execute command line on Remedy server (bringing back error code and program output text) * General o Uses named license (each call opens its own API session) Need a quick answer? Get one in minutes from people who know. Ask your question on Yahoo! Answers <http://answers.yahoo.com/;_ylc=X3oDMTFvbGNhMGE3BF9TAzM5NjU0NTEwOARfcwMzOTY1NDUxMDMEc2VjA21haWxfdGFnbGluZQRzbGsDbWFpbF90YWcx>. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
voice applications for Remedy ARS - beta
Dear All, I am charged with beta oversight of our Voice Applications for Remedy ARS. While the beta is running for some time, there is still some chance for me to influence what makes it into final package. The questions I have now: * Are Remedy users comfortable with running IP voice? (the upside is less dependence on telecom guy - voice becomes just another IT application in the LAN :) * Is speech recognition relevant at all? (we have low-level SR support but not very extensive as yet) * Could we release it without DateTime type support for Create/Set Form Entry? * The integration is built against ARS 6.3 - do we urgently need to re-build against 7.X? Does anyone want to participate in beta (to try you need a Windows 2000/XP PC, not even a server)? I would love some ARS guru input before release. (Some product blurbs are copied below). Best regards Sergey Menshikov 719-338-6004 Director of Product Development, Frontrange Solutions, Inc. [EMAIL PROTECTED] - Automatic phone interface to Remedy ARS * 24/7 access - new request, status, change state * Automation of shared cause requests - "join class action" with one button push * Voicemail request management - leaves voicemails as AR request attachments * Windows Domain password reset over phone Live person functionality * See who waits in the call queue, pull calls (along with simple ACD) * Screen Pop Remedy User with data fill / request search based on IVR-collected data * Call recording with ratings and reports; * Whisper coach and call monitoring for service quality * Real-time and historical reports Technology * SIP IP Telephony * Integrates with any PBX or directly to public telephone network (using standard SIP gateway) * Text-to-speech (SAPI5, 3rd party) and prompt-based common data speaker * Windows PC * Web-based administration Remedy ARS - specific functionality * Screen pop with Remedy User client app o Open new, existing or search forms o Fill fields o Run macro with parameters o Open guide * IVR Server blocks o Search form entry (using advanced search syntax) o Get next entry in search result - for iteration o Create form entry (set field values, including attachments) o Set form entry (set field values, including attachments) - Char - Decimal - Diary - Integer - Real - Enum - Attach - Date Time * o Get Attachment (info temp file name or specific file) o Create Alert o Prepare Remedy User screen pop settings o Execute command line on Remedy server (bringing back error code and program output text) * General o Uses named license (each call opens its own API session) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
