Dear All,
I am charged with beta oversight of our Voice Applications for Remedy
ARS. While the beta is
running for some time, there is still some chance for me to influence
what makes it into final
package.
The questions I have now:
* Are Remedy users comfortable with running IP voice? (the upside is
less dependence on
telecom guy - voice becomes just another IT application in the LAN :)
* Is speech recognition relevant at all? (we have low-level SR support
but not very
extensive as yet)
* Could we release it without DateTime type support for Create/Set
Form Entry?
* The integration is built against ARS 6.3 - do we urgently need to
re-build against 7.X?
Does anyone want to participate in beta (to try you need a Windows
2000/XP PC, not even a
server)? I would love some ARS guru input before release. (Some product
blurbs are copied
below).
Best regards
Sergey Menshikov
719-338-6004
Director of Product Development,
Frontrange Solutions, Inc.
[EMAIL PROTECTED]
-------------------------
Automatic phone interface to Remedy ARS
* 24/7 access - new request, status, change state
* Automation of shared cause requests - "join class action" with one
button push
* Voicemail request management - leaves voicemails as AR request
attachments
* Windows Domain password reset over phone
Live person functionality
* See who waits in the call queue, pull calls (along with simple ACD)
* Screen Pop Remedy User with data fill / request search based on
IVR-collected data
* Call recording with ratings and reports;
* Whisper coach and call monitoring for service quality
* Real-time and historical reports
Technology
* SIP IP Telephony
* Integrates with any PBX or directly to public telephone network
(using standard SIP
gateway)
* Text-to-speech (SAPI5, 3rd party) and prompt-based common data speaker
* Windows PC
* Web-based administration
Remedy ARS - specific functionality
* Screen pop with Remedy User client app
o Open new, existing or search forms
o Fill fields
o Run macro with parameters
o Open guide
* IVR Server blocks
o Search form entry (using advanced search syntax)
o Get next entry in search result - for iteration
o Create form entry (set field values, including attachments)
o Set form entry (set field values, including attachments)
- Char
- Decimal
- Diary
- Integer
- Real
- Enum
- Attach
- Date Time *
o Get Attachment (info temp file name or specific file)
o Create Alert
o Prepare Remedy User screen pop settings
o Execute command line on Remedy server (bringing back error code
and program
output text)
* General
o Uses named license (each call opens its own API session)
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