Remedy & Genesys

[Dave]

Anyone been involved in a Remedy AR Genesys 6.5 Integration???
Do I have to use DDE calls or ActiveX to public Genesys methods componentes on Remedy Side)

[Ralph]

We have fully integrated Remedy (5.1) into Genesys. On both sides we do use the Remedy API. Serverside to check whether a ticket exists and read out fields which we can then base routing decisions on and client side to do the screenpop.

In our .NET softphone we make use of the ARUSER.COMAppObjClass class to automate it.