Hello all, I have Cisco Call Manager 4.1 and SD 4.5 SP 20. When i call on My IP phone i want to create SC in SD, I know how can i do it in SD side (SD_Dataform) , but how can i do it in CCM Side? I have to install some CCM client on my workstation?
Hemulll, get hold of the sd & ovo integration package. You mainly need one component from that package which is called sd_event. You can use sd_event from CCM side to create Incident record in SD but you need to somehow populate SD parameters with the values from CCM.
Sorry I thought you wanted to do it the other way around. I am not familiar with CCM but you can install sd agent on the CCM machine and you can create rules to fire external commands to the sd agent on the CCM machine. As long as CCM has some command line or scripts to create CCM incidents, you should be able to do it that way but if CCM is purely GUI then I can't see any way of doing it.