CA SDM Integration with IP Phone

[Komgrit Suparatnodom]

Hi Expert,

Please share your idea for integration CA SDM with IP Phone.

 

Proposition

 

When employee call to helpdesk support , The IP Phone system will show telephone number of employee on IP phone software GUI.

I need to click that number and redirect to Quick User profile that user on CA SDM. This is proposition.

 

My idea, if i know the url for Quick User profile of user. I able to custom code on IP Phone that send URL parameter.

 

Has anyone ever done this solution ?

 

Thanks in advance,

 

TK

[Gordon Preston]

Hi TK,

 

It's definitely been done in the past. Take a look at this Green Book at around page 257. There a section on Service Desk/CTI Integration. That should give you a good place to stat.

 

Regards,

Gordon.

[JEROME MAYER]

Hi Gordon,

This will mostly depend of the functionality of your telephony system but this can normally be easy done.

We implemented in our organization with ASPECT/UIP but implementation is mostly the same everywhere.

Mainly you will need to have your phone software grab the userid of the analyst on the phone, then call the SDM SOAP web service to impersonate that user and receive a BOPSID.

Use that bopsid to construct your URL and have your phone software push it to the screen.

As a small tip, you may also  want to create a extra field in you cr/actlog tables and push your telephony call_id in the URL. This will allow you to link  SDM and your telephony for reporting purpose afterwards.

As mentioned by Gordon_Preston  the green book is the place to start.

/J