We needto integrate the IVR ( Cisco UCCX ) with a CRM (CA Service Desk Manager).
The operation is very simple:
>Customer dials his “client code” in the IVR
>The system must search this “client code” in the CRM data base
>In the agent desktop, the CRM client must do a “screen popup” with customer information
We need a external agent/cti or the CA Solution can do by itself?