Subject: Re: Subject: [rt-users] Avaya Integration

[Joseph_Micciche at Progressive.com]

> 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