 November 6th, 2003 | #1 (permalink) | ||||||||
| Junior Member 
Rep Power: 7  | Error message installing Symposium Client I am looking for a tool provided by Avaya that uses HRID information to send a Pop-up to the Agent PC ((CTI)Call Ticketing Interface). How this works (and I have heard of it so it does exist, but it may not be an Avaya product, just installed by Avaya) is that when the Caller calls in, the ICM or IVR or even (?) VRU system will ask for an ID, the call then is routed to the available Agent and the ID will pull the Callers information from a Database and send it to the Agent's PC. This way the tool can be used with a Ticketing System that would fill in the needed Caller info and pop it up on the Agent's screen as the phone is being answered. Does Avaya have such a tool? | ||||||||
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| December 12th, 2003 | #2 (permalink) | ||||||||
| Junior Member
Rep Power: 41 | Siemens hicom 300/hipath 4000 - CDR via network Avaya has something called AIC or AIM which is a complete CTI integration with pop-ups on Agent desktops. We are using Vantive and migrating to Peregrine and get pop-ups on both applications. | ||||||||
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| December 12th, 2003 | #3 (permalink) | ||||||||
| Junior Member
Rep Power: 41 | Avaya Have a CTI package which includes a hardware(MAPD Card) and some RTU activation on the switch.After customer buys this option Avaya switches send all the agent related information to a server which is called CVCT server(Can be any server on which Avaya CVCT is installed) and then it can talk to any client machine which requires pop-up. if you want more info...mail me i will send you whole doc. on it | ||||||||
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