Symposium and Ticket System Integration??? 1

[goland]

Does anyone know of any troublr ticketing systems that integrate with Symposium 4.2.
We have a center that does internet support and they would love to have a ticketing system for there support calls that integrates with SCCS.
Anyone know of any such products and if so any info on Costs liscenses $$$.
Any info would be greatly appreciated.
Thanks,
wyles

 

[cgilmer]

You would really need an IVR/CTI type environment to really do a professional job of this. Basically you would integrate a ticketing system like Vantive for instance. The IVR/CTI solution would integrate with the agents desktop and pop a profile of the user in the system to the agents desktop when the call was presented.

The user information would be collected via the IVR solution and using the CTI interface would reference user information to the Ticketing Database. Then link the record in the database to the call and send it down to the agent desktop when the call was presented.

You could key off ANI/CLID user input... ect ect. I've always been fond of Edify but plenty of other IVR solutions provide such solutions.

 

[PascalHL]

Hi,

if not too late :
Clarify was one natural tool for Support Centers, and has been integrated two or three famous times (Microsoft ...)
We did it with Peregrine Service Center, quite easily as far as i know, with DDE and screen popup, using Cdn+Clid.

As long as you have a Tapi Server and similar functionalities to Sympo Agent, if you can identify the caller with his CLID, you will find a lot of products which can be integrated in your call center.

Regards,

PG