Hello Jason, Thank you for your reply. I would go thorugh yuor link to read it further.I would also check wheter incident needs to be created before call routing or after call routing.
Regards, Amit B. On Tue, Dec 3, 2013 at 12:05 PM, Jason Miller <jason.mil...@gmail.com>wrote: > ** > By looking at your description I am seeing mostly Remedy workflow here. > You need Avaya to open a form with some context and from there it is > Remedy workflow to query customer info and start a ticket getting it ready > to submit. Can Avaya open a URL with variable parameters on a support > agent's desktop? > > We did this with Cisco CallManager. CallManager prompts the user if they > have a ticket number and when the call is routed the Cisco agent on the > Service Desk rep's desk opens a browser window using a URL we designed to > open a dialog window and get info about the customer's Incident. We could > have easily automatically looked up a user's info by their extension even > if they don't enter a ticket number but a large majority of our customers > do not have a dedicated line so we decided it wan't worth pursuing. > > Hmmm. Re-reading your description I guess there could be a desire to > create a ticket before the call is even routed. In that case what I > described doesn't work and api or web services is the way to go. Then you > will have an issue getting the ticket to automatically show up on the > support agent's screen. This is where the Ides Use Push Technology for > creating real-time Remedy > Applications<https://communities.bmc.com/ideas/3406>would be very useful. > > Jason > > > On Tue, Dec 3, 2013 at 3:10 AM, Ali A. Musa <amus...@stc.com.sa> 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: >> arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant >> *Sent:* Tuesday, December 03, 2013 12:53 PM >> >> *To:* arslist@ARSLIST.ORG >> *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 <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. 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