Re: Speech IVR and Remedy

Nall, Roger Fri, 07 Jul 2006 06:56:02 -0700

Fred,

Thanks for the info. I have not worked with Web Services so this will all be a learning experience. I too thought about using an intermediate form to capture the data from the customer. Not only would one have to be concerned about authenticating the user but making sure they have the correct ticket.

Regards,

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

From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Grooms, Frederick W
Sent: Friday, July 07, 2006 9:48 AM
To: [email protected]
Subject: Re: Speech IVR and Remedy

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: [email protected]
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,