Re: Speech IVR and Remedy

[Frank Caruso]

** Did something with an IVR product called Edify. Built DLL's using VB that could be linked into Edify. The DLL' used the ARS42i object from  James Croom to communicate with Remedy and allowed creation of stub tickets. Filters on the stub form performed lots of different functions within the Remedy application and created records which Edify could then query for and present information to a caller.

Little tricky to configure and debug but once it was working it saved the call center from actually answering 1000's of calls per day

On 7/7/06, Thomas Bean <[EMAIL PROTECTED]> wrote:

**

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

 

 

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--
Frank Caruso
Specific Integration, Inc.
Senior Remedy Engineer
www.specificintegration.com
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