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Toolbox sap-solution-manager Question from Yazeed on Dec 5 at 2:51 AM Hi All,
It's great to have SOLMAN expertise here. Kindly I have some questions and need assistance if you don`t mind.
We are going to implement the Solution Manager 7.1 SP10 (Service Desk-ITSM), and we have our Cisco Contact Center UCCX, Does the Solution Manager have the capabilities to be integrated with our Contact Center? I mean like a CTI (Computer Telephone Integration) or IC Interaction Center, so the Helpdesk agent receives the call then the caller information pops up where the agent will be able to create an Incident/Ticket for him.
An example here in this vide, but this for the CRM purposes, but can this applied to the Service Desk in Solution Manager 7.1?
http://www.youtube.com/watch?v=-8Mr7rx1H5w
How the caller is identified through IVR? and how his information pop-up like in the video ?
In our case we want to identify the caller through is Employee ID, What is required to fulfill this in SolMan Service desk to serve our employee to raise an incident....etc.
Appreciate your support and Thanks in advanced…
Regards,
Yazeed Alharbi
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