Hello Ali, We are using Remedy ARS server 7.5 patch 8 and ITSM 7.6 patch 001.
But i do not have answer for your rest of the questions. With Regards, Amit B. On Mon, Dec 2, 2013 at 1:56 PM, Ali A. Musa <amus...@stc.com.sa> wrote: > ** > > I made intergation between RMEDY-6 and IVR using C-API then JAVA-API from > IVR and interfacing with webservioce at REMEDY, hence there a list of > questions > > > > 1- What REMEDY version you are workin with > > 2- Does AVYA allow API calls, ANSI-C or java to read he translation and > make the necessary workflow > > 2- Does AVAY support web-service integration (i.e. web-based application, > run under web-server, ....) > > > ------------------------------ > *From:* Action Request System discussion list(ARSList) [ > arslist@ARSLIST.ORG] on behalf of Remedy consultant [raccons...@gmail.com] > *Sent:* Monday, December 02, 2013 4:42 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Need help about IVR integration > > ** > Hello , > > Thnak you for your reply. > > Here my customer is looking for Integrating IM module with IVR using > avaya. here is the thing we are looking for: > > 1) Customer calls help desk and he would hear the message like please > enter your ID followed by # sign. > > 2) as soon as it is done ,system would show pop up window which will > contain customer ID as well as other details like language and location > related to customer.ideally system whould extract it based on ID. > > 3) then Agent would insert text related to an issue and he would press > save button present on pop up window. > > 4) then Incident should get created. > > > As per my understanding in this case every agent should have Avaya agent > installed on his/her machine. Please correct me if i am wrong. > > I need help to understand what are the task which needs to be done from > Remedy side and from avaya side. > > Kindly waiting for your reply. > > With Regards, > > Amit B. > > On Thu, Nov 21, 2013 at 9:44 AM, Grooms, Frederick W < > frederick.w.gro...@xo.com> wrote: > >> ** >> >> What type of integration are you asking for? >> >> >> >> Examples >> >> When a call comes in and is answered by a rep are you looking to “pop” >> the screen of the rep with the caller’s information? >> >> After the call is complete do you wish to add data to the ticket >> about call timing? >> >> Do you want the ability for a user in ITSM to have the IVR system >> make the call for them (ARS triggering the user’s phone to dial the number)? >> >> >> >> >> >> *From:* Action Request System discussion list(ARSList) [mailto: >> arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant >> *Sent:* Thursday, November 21, 2013 6:12 AM >> *To:* arslist@ARSLIST.ORG >> *Subject:* Need help about IVR integration >> >> >> >> ** >> >> Hello All, >> >> >> >> We are working on requirement about integrating IVR with ITSM . Does >> anybody has any document which could be helpfull for us during the >> implementation ? >> >> >> >> As per my understanding Avaya has it's own API which can push data into >> either staging form or Hpd:help Deks form ? Please correct me if i am >> wrong. >> >> >> >> Regards, >> >> >> >> Amit B. >> >> >> >> >> _ARSlist: "Where the Answers Are" and have been for 20 years_ > > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > > The information in this email may contain confidential material and it is > intended solely for the addresses. Access to this email by anyone else is > unauthorized. If you are not the intended recipient, please delete the > email and destroy any copies of it, any disclosure, copying, distribution > is prohibited and may be considered unlawful. Contents of this email and > any attachments may be altered, Statement and opinions expressed in this > email are those of the sender, and do not necessarily reflect those of > Saudi Telecommunications Company (STC). > _ARSlist: "Where the Answers Are" and have been for 20 years_ > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
