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Service Desk, ITPAM or Catalog can be configure with IVR or telephone plant to asign request

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  • 1.  Service Desk, ITPAM or Catalog can be configure with IVR or telephone plant to asign request

    Posted 04-29-2016 11:58 AM

    I need know if Service Desk, IT PAM or catalog can be configured withIVR or telephone plant to asign request or someone has done this



  • 2.  Re: Service Desk, ITPAM or Catalog can be configure with IVR or telephone plant to asign request
    Best Answer

    Posted 06-07-2016 12:57 PM

    Hi,

    Can you describe a little more your requirements?

    Many way are possible from simple CTI up to full IVR integration, ticket routing, etc..  initiated from Service desk and/or your IVR but mainly depending of the capacity of your telecom platform and the API available there.

    We do that with SDM since 11.2 and ASPECT/UIP6x (currently on 14.1 and UIP7.3) so integration between those are definitively possible.

    From my experience, legacy telecom platform are more generally the bottleneck here vs. SDM itself in terms of functionalities around integration.

    Regards

    \J