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.
Which Avaya products? The TDM G3x switches, VoIP 8x00 / 150-250 switches,
CMS, Intuity? Do you have a current notification process outside of
INADS/Expert System call home? Do you have true root access, or at least
sudo, on the Linux-based switches? (This is a huge stumbling block, Avaya
gave us root but it isn’t at all root as you normally think of it so we’re
hamstrung in our ability to configure the switches the way we’d prefer to.)
We’re using Avaya’s snmp tools to send alarms to HP OpenView, massage them,
then load them into our (non-RT) enterprise trouble management system.
Joe Micciche
Joseph_Micciche@progressive.com wrote:
Which Avaya products? The TDM G3x switches, VoIP 8x00 / 150-250 switches,
CMS, Intuity? Do you have a current notification process outside of
INADS/Expert System call home? Do you have true root access, or at least
sudo, on the Linux-based switches? (This is a huge stumbling block, Avaya
gave us root but it isn’t at all root as you normally think of it so we’re
hamstrung in our ability to configure the switches the way we’d prefer to.)
We’re using Avaya’s snmp tools to send alarms to HP OpenView, massage them,
then load them into our (non-RT) enterprise trouble management system.
Ah, while integrating the Avaya alarms to cut tickets is interesting but
we’ll probably do something similar to you of having the events pass
through our monitoring solution. What I was referring to was IVR and
call center integration.
Joby Walker
C&C Computer Operations Software Support Group
Ah, while integrating the Avaya alarms to cut tickets is interesting but
we’ll probably do something similar to you of having the events pass
through our monitoring solution. What I was referring to was IVR and
call center integration.
Depending on switch architecture, using vector steps to collect digits then
stream that out via MAP/D (ASAI) or CMAPI to some CTI-enabled app might
work. This presumes you’re using auto-attendant with vector(s) as your
voice response - if you have an IVR, you should be able to send to RT much
easier.
If your switch is Call Manager V2.x or greater, be sure to check out CMAPI:
http://www.avaya.com/gcm/master-usa/en-us/products/offers/commmanagerpi.htm&View=ProdDescRelHistory
Joe Micciche