Re: Speech IVR and Remedy

[Grooms, Frederick W]

** We use the DB for our IVR integration.  We have a special view of our ticket for the IVR team to select from.  It contains the Ticket ID, Create and Last Modify Dates, and current Status in it (List of fields is off the top of my head, but I know it is only a small subset of fields).   My users have not asked about having customers update thru IVR but when they do I will probably use a Web Service.  Before you have to worry about updates the IVR team will have to work out how to authenticate that the customer is actually who they say they are.   The bast way to update without breaking any license agreements is to always use some sort of interface form that the outside system only does submits to.  This way you can track all inputs and update your ticket thru filter workflow.   Fred From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger Sent: Friday, July 07, 2006 7:48 AM To: arslist@ARSLIST.ORG Subject: Speech IVR and Remedy ** Good Morning All,   ARS 6.3, patch 16 SQL2K WIN2K   I know this may be a bit rough for a Friday but I am wondering if anyone has attempted to integrate Remedy to an IVR system. We are exploring the idea of allowing customers to call our support and receive information about their trouble ticket. There is also some talk about allowing the customer to close the ticket on the call. Any information would be greatly appreciated. Have a great weekend.   Thanks,   Roger A. Nall OSSNMS Sr. Remedy Administrator/Developer T-Mobile USA Desk: 973-644-3963 Cell: 973-652-6723 FAX: 973-490-3296 sf49fanv     AIM IM RogerNall   Yahoo IM   __20060125_______________________This posting was submitted with HTML in it___