I need know if Service Desk, IT PAM or catalog can be configured withIVR or telephone plant to asign request or someone has done this
Can you describe a little more your requirements?
Many way are possible from simple CTI up to full IVR integration, ticket routing, etc.. initiated from Service desk and/or your IVR but mainly depending of the capacity of your telecom platform and the API available there.
We do that with SDM since 11.2 and ASPECT/UIP6x (currently on 14.1 and UIP7.3) so integration between those are definitively possible.
From my experience, legacy telecom platform are more generally the bottleneck here vs. SDM itself in terms of functionalities around integration.
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