Re: Speech IVR and Remedy

[Thomas Bean]

** Roger, At my previous employer, I integrated an Inter-Tel IVR system with the AR System.  This IVR included a "DBAssist" module that was capable of running parameterized queries against our AR System database (via ODBC), and returning this data to the caller.  For example, the caller could key in the Remedy ticket number, and hear the current status and other details of the ticket.  I also customized it to enable ticket creation and modification, via the free command-line "CreateEntry" and "SetFieldQuery" utilities provided by the former Elegant Software Producers (ESP), which were installed on the IVR server. We also attempted to implement a "screen-pop" solution (via DDE calls to run a parameterized macro in the AR User client), but this never worked very well in our environment.   --Thomas Bean   ----- Original Message ----- From: Nall, Roger Newsgroups: gmane.comp.crm.arsystem.general Sent: Friday, July 07, 2006 07:47 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___ __20060125_______________________This posting was submitted with HTML in it___