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Integrate Cisco UCCX with CA Service Desk Manager

Question asked by Argiros on Nov 13, 2014
Latest reply on Nov 14, 2014 by MWNiebuhr

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?