Hello Ali, Sorry for asking too many questions.
2. Using Java you can update the AR-System and your IVR if there Java-API Comment: correct me if i am wrong , don't we need to have Avaya client installed on all Agents machine? Ideally Avaya API should get trigger when user calls User service desk. Please correct me if i am wrong. Regards, Amit B. On Tue, Dec 3, 2013 at 6:10 AM, Ali A. Musa <[email protected]> wrote: > ** > > > > The solution > > 1. Create a web-service ate the AR-System > > 2. Using Java you can update the AR-System and your IVR if there > Java-API > > *From:* Action Request System discussion list(ARSList) [mailto: > [email protected]] *On Behalf Of *Remedy consultant > *Sent:* Tuesday, December 03, 2013 12:53 PM > > *To:* [email protected] > *Subject:* Re: Need help about IVR integration > > > > ** > > 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 <[email protected]> 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) [ > [email protected]] on behalf of Remedy consultant [[email protected]] > *Sent:* Monday, December 02, 2013 4:42 PM > *To:* [email protected] > *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 < > [email protected]> 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: > [email protected]] *On Behalf Of *Remedy consultant > *Sent:* Thursday, November 21, 2013 6:12 AM > *To:* [email protected] > *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. 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