We have a requirement at one of our customer place. I am giving brief overview of what currently is happening and what customer wants to achieve.
IPCC Enterprise – 7.2
CVP – 7.0
CTI Toolkit Agent Desktop 7.5(4)
HP service manager(HPSM) 7.X resides on MS-SQL 2005.
Currently agents are using CAD when the call comes in they only see CLI getting displayed on CAD, agent has to copy CLI from CAD to HP Service Manager to get the helpdesk ticket details.
Customer's requirement is to have one single Screen. Either integrate the HP desktop with Cisco CTI or populate the required information on the Cisco agent desktop application screens.
From the Cisco prospective I have doubts.
1) How this can be achieved? Can we achieve this using Agent toolkit desktop? Which means if we modify the Cisco Agent desktop using tool kit can HPSM information be integrated to CAD and become one single screen?
2) Can we develop any third party agent desktop(say in VB) and make agent login to this VB desktop and when call comes fetch the information from the DB and populate it on new developed desktop?
Or is there some other way we can achieve this?