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SM 7.01 integration with CTI and IVR.

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Hi Guys,

I want to integrate our HPSM 7.01(IIA) environment with CTI and IVR. But i dont have any single idea about that. Could you please help me to achieve my task.

1. Send me some documents for HPSm integration with CTI\IVR.

2. what software we required for this.?


Its really urgent.

Points will be given on each reply.

Cheers,
Raunak
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Hello Rounaq,
Sorry for the late response. Too much work at the moment.
I can say that it works through DDE. Information can be found in SM help. For testing how it works you can try to call it using vba (there is example in help) from MS word or excell.
The problem which i faced at the forst moment of testing was that dde server name wassnot getting more then 8 symbols (DDe server name is recorded in the HP service manager client tools menu). Change it to something short, like SM and try to run test call from excell or word

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Hello Guys,

Please help.........Its really urgent
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Hello Rounaq,
Sorry for the late response. Too much work at the moment.
I can say that it works through DDE. Information can be found in SM help. For testing how it works you can try to call it using vba (there is example in help) from MS word or excell.
The problem which i faced at the forst moment of testing was that dde server name wassnot getting more then 8 symbols (DDe server name is recorded in the HP service manager client tools menu). Change it to something short, like SM and try to run test call from excell or word

View solution in original post

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Ok Vadim. Let me check this and will revert you soon.



Thanks
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Ok Rounaq.
Will try to check new inputs from time to time
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Hi Raunak,

I haven't done CTI integration with SM yet but might have to do it in the near future. so I was collecting information on it & came across the following threads on SM forum which might be useful. You might have already looked at them but just pasting the links here. Hope this helps.

http://forums13.itrc.hp.com/service/forums/questionanswer.do?admit=109447627+1257309240252+28353475&threadId=1341572

http://forums13.itrc.hp.com/service/forums/questionanswer.do?admit=109447627+1257309276304+28353475&threadId=1199815

http://forums11.itrc.hp.com/service/forums/questionanswer.do?threadId=1174890

Also, take a look at the attached document. Might be useful.

I will let you know if I do test CTI integration with SM.

Regards,
P.D.
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Thanks P.D for your kind help. But could you please tell me what will be the 1st step of CTI and SM integration. did you use DDE?

Please tell me some steps of integration.
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Hi Raunak,

As I said in my previous post, I have not done CTI integration with SM. At present my requirement does not state CTI integration so I won't be able to test it either. But there is a thread in my previous post by Lars & he has given the steps in a pdf document to configure CTI with a different product but it should help you out.

Good Luck,
P.D.
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Hi,

i was working on SM-CTI integration. I have checked all the forum thread. it was little confusing.

As of i have DDE script. 

Sub HPSM_Test()
nChannel = DDEInitiate("HP_Service_Manager", "Actions")
'DDEExecute nChannel, "[SystemEvent(""ReceiveInteraction"", ""Caller Name"",""" & "00991865" & """, ""Contact"", """ & "00991865" & """)]"
DDEExecute nChannel, "[SystemEvent(""ReceiveInteraction"", ""Caller Name"",""" & "JONES, ANDREW" & """, ""Contact"", """ & "JONES, ANDREW" & """)]"
DDETerminate nChannel


End Sub

 

When i run the macro in excel. it is giving me error. i have attached the error

Thanks in advance

Regards,

Nagarjun S

 

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