Re: Info on setting up Avaya CTI with Remedy....

[Matthew White]

** Alex,               Do you have Java developers that are familiar with the telephony interface and Remedy Java APIs?   Matt     From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gray, Alexander Sent: Thursday, July 13, 2006 7:07 PM To: arslist@ARSLIST.ORG Subject: Re: Info on setting up Avaya CTI with Remedy....   So the next question is how can or will this help me…?   From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Matthew White Sent: Thursday, July 13, 2006 7:05 PM To: arslist@ARSLIST.ORG Subject: Re: Info on setting up Avaya CTI with Remedy....   We used the Java API.  In fact we created an entire veneer on top of Remedy to fully integrate.  We find that most customers want to integrate Remedy into their business processes ala their portal, etc…  This way it becomes transparent rather than working a ticket, for example.   Matt White Consulting, Inc.   From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gray, Alexander Sent: Thursday, July 13, 2006 3:24 PM To: arslist@ARSLIST.ORG Subject: Re: Info on setting up Avaya CTI with Remedy....   Did you use a COM object or DDE or neither?   From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Matthew White Sent: Wednesday, July 12, 2006 9:02 PM To: arslist@ARSLIST.ORG Subject: Re: Info on setting up Avaya CTI with Remedy....   Alex,               We integrated using a custom app that is telephony aware and uses the API to speak with Remedy.               However, as our proof of concept we used the mid-tier to get us going – you can pass as many parameters as you wish to Remedy.               Let me know if you need more info.   Matt White Consulting, Inc.   From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gray, Alexander Sent: Wednesday, July 12, 2006 11:00 AM To: arslist@ARSLIST.ORG Subject: Re: Info on setting up Avaya CTI with Remedy....   Angus   Basically I am looking to pull the employee ID and company data that comes through the IVR system so that we can pull into Remedy to pop the customer’s info inside the ticket. We are using ITSP 4.0…   Any advice would be greatly appreciated   Alex   From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Angus Comber Sent: Wednesday, July 12, 2006 4:43 AM To: arslist@ARSLIST.ORG Subject: Re: Info on setting up Avaya CTI with Remedy....   What exactly are you looking to do?  Surely if you pop a Remedy screen from an IVR you are going to get a LOT of screenpops?   DDE is very naff.  Wouldn't recommend.  There are other ways.   Angus   ----- Original Message ----- From: Gray, Alexander Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Sent: Tuesday, July 11, 2006 10:54 PM Subject: Info on setting up Avaya CTI with Remedy....   ** Folks,   Need some info or help in setting up CTI caller screen pops using the Avaya IVR system. Can you use DDE and runmacro to make it happen or any other way is fine too.   Thanks   Alex __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___