If memory serves from doing a WUT screen pop integration many years ago (using Avaya) it went something like the below. This was simply how we approached it and got it functioning, not saying this is the only (or best) way to do it. The big gotcha to this approach is going to be: 1.) Availability of a local ACD client to initiate the run process to kick the WUT into action. Assumption is that the ACD client can initiate a run process command at the time of the incoming call. 2.) Deprecation of support for WUT Macros. I think they're still in the user tool, but not sure of the extent of usability as they are no longer supported. 3.) ACD must collect a unique person identifier that can be used to select the person on whatever form you're trying to pop (ie, if you're trying to pop incident and you have it configured to search by corporate id, you'll need to collect their corporate id from the ACD system.)
High Level Steps (Bear in mind it's been 5+ years since we did this so it's a little hazy and may have some gaps/errors but you'll get the idea on approach): 1.) Configure your WUT Macro to search the target form for a person based on the unique Id that will be passed from the ACD. 2.) Ensure the macro has an input parameter for the unique id. 3.) Call comes into the ACD and the IVR collects unique person identifier. 4.) ACD client initiates a command line call to enact a run macro command in WUT (can't remember if we made the assumption that the WUT would always be open during business hours or if we also opened WUT via command line) 5.) end result is the command line opens the desired form and initiates the person population via the input unique id parameter and pops the form with person information populated. All this being said, if you simply use the midtier all you have to do is have the ACD build a dynamic URL to open the target form with your person identifiers as URL parameters, then open the URL... much easier. Nathan Aker ITSM Solution Architect McAfee, Inc. Direct: 972.963.7611 Mobile: 469.644.7402 -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Andy Wilkerson Sent: Wednesday, August 17, 2011 1:36 PM To: [email protected] Subject: Seimens ACD We want to use the Siemens ACD to "pop" the users information to the 1st level support when the answer the phone. Do we need anything Remedy wise? We have Remedy 7.5 and a SQL Db. What are some "gotchas" that I need to br aware of. Andy _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
