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IVR integration with Salesforce

Hi,

 

I want to understand the IVR integration with Salesforce. Say if we are using CTI adapter provided by Avaya for the CTI integration then IVR integration will also be handled by Avaya? or if we purchasing Avaya CTI adapter then will IVR service be included along with adapter services? Please let me know.

 

Do we need to create some web service or other logic to have IVR integration with Salesforce? Please clarify

Vinita_SFDCVinita_SFDC

Hello,

 

IVR integration will be provided by the provider of CTI adapter. Refer following links for details on integrating CTI with salesforce:

 

https://help.salesforce.com/apex/HTViewSolution?urlname=What-is-CTI-integration-and-how-does-it-work-1327109118167&language=en_US

 

http://wiki.developerforce.com/page/CTI_Toolkit

Akos MateAkos Mate
Hello

If you are looking for a 3rd party that provides Avaya Voice Portal integration with Salesforce.com delivering intelligent screen pop based on caller number or any other information collected in the IVR, click-to-dial, call activtiy logging, call recording integration, transfer of calls with context, call queue dashboard and more, please check out:

https://www.geomant.com/end-user-solutions/desktop-connect
or on App Exchange
https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3000000B4I1HEAV