I have a query hope someone can answer. We have a customer who is using HP Service Manager for their internal ticketing, and we have implemented UCCE(7.2) and CVP 7.X. Both the products are not integrated as of now. Now customer wants both the products to be integrated with each other. Like on IVR when caller gets the option press "X" to goto service desk, when caller press X, he/she will get prompt saying please enter your employee number and then call shall goto service desk with all the caller related information popped up at HP screen not CAD.
My question is, is it feasible? if yes, could you guide me right direction on how can this be achieved? is it something to do with CTI development? as i dont see any readymade connector like other products for integration with UCCE.
Also can please point me to the document which talks about ready to integrate CRM's with UCCE?
Your response will be appreciated.