[rt-users] Avaya Integration

[Joby Walker]

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