Avaya Integration

RT Users
1

Has anyone done any Telephony integration with RT? We’re currently
evaluating what would be necessary to have our Avaya system integrate
with a department wide RT implimentation, so any feedback would be very
helpful.

Joby Walker
C&C Computer Operations Software Support Group

2

Has anyone done any Telephony integration with RT? We’re currently
evaluating what would be necessary to have our Avaya system integrate
with a department wide RT implimentation, so any feedback would be very
helpful.

Can you expand on what you want to do?

I was musing myself, while evaluating packages, on telephony
integration; something like a screen pop that shows all open tickets
for a client by phone number, plus “new ticket”…

Cheers,
– jra
Jay R. Ashworth jra@baylink.com
Designer Baylink RFC 2100
Ashworth & Associates The Things I Think '87 e24
St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274

  If you can read this... thank a system administrator.  Or two.  --me
3

Good question.

Ideally what we’d like is:

  1. Customer calls in - gets phone tree.
  2. Phone tree asks for customer type (Student, Staff, Alumni, Affiliate)
  3. Phone tree asks for ID (StudentID, etc)
  4. New or previously recorded issue?
  5. If new what type of issue (Password, Modem, etc)
    6a) If new issue, screen pop new ticket with info customer entered.
    b) If old issue, screen pop with search of customers tickets.

The group that needs this currently has a phone tree that gets customer
type and type of issue and then displays that on the LCD of the
callcenter phone. As an interum measure we’d like to be able to just
add a ticket number.

Joby Walker
C&C Computer Operations Software Support Group

Jay R. Ashworth wrote:> On Thu, Apr 07, 2005 at 01:29:06PM -0700, Joby Walker wrote:

Has anyone done any Telephony integration with RT? We’re currently
evaluating what would be necessary to have our Avaya system integrate
with a department wide RT implimentation, so any feedback would be very
helpful.

Can you expand on what you want to do?

I was musing myself, while evaluating packages, on telephony
integration; something like a screen pop that shows all open tickets
for a client by phone number, plus “new ticket”…

Cheers,
– jra

4

Jay R. Ashworth wrote:

Has anyone done any Telephony integration with RT? We’re currently
evaluating what would be necessary to have our Avaya system integrate
with a department wide RT implimentation, so any feedback would be very
helpful.

Can you expand on what you want to do?

I was musing myself, while evaluating packages, on telephony
integration; something like a screen pop that shows all open tickets
for a client by phone number, plus “new ticket”…

Good question.

Ideally what we’d like is:

  1. Customer calls in - gets phone tree.
  2. Phone tree asks for customer type (Student, Staff, Alumni, Affiliate)
  3. Phone tree asks for ID (StudentID, etc)
  4. New or previously recorded issue?
  5. If new what type of issue (Password, Modem, etc)
    6a) If new issue, screen pop new ticket with info customer entered.
    b) If old issue, screen pop with search of customers tickets.

The group that needs this currently has a phone tree that gets customer
type and type of issue and then displays that on the LCD of the
callcenter phone. As an interum measure we’d like to be able to just
add a ticket number.

Well, if you can get that screen-display stuff to copy out a port on
the phone (or be sent via UDP by a daemon on the switch to the
machine), it seems to me the approach I was thinking of would work:

Background (tray) daemon on the workstation that listens for some
parameters, builds a URL, and hands it to Windows launch handler, which
will pop a browser window in the right place.

“List of customer’s tickets” might take a little doing, but the rest
seems fairly simply – if you’re equipped to write tray-launch windows
utilities.

I’m actually working on a related project with a programmer buddy right
now; it may also do wall(1) for Windows, as well as network life
checking, workstation status, and a couple other items; he’s targeting
about a buck a seat or so for it (he makes a living coding, unlike me).

Cheers,
– jra
Jay R. Ashworth jra@baylink.com
Designer Baylink RFC 2100
Ashworth & Associates The Things I Think '87 e24
St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274

  If you can read this... thank a system administrator.  Or two.  --me