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Service Desk Action - Communication Tab example

Communication

The Communication Tab is only visible if the Avaya or Cisco Communication Module Integration is purchased and the Service is provisioned, or if an Avaya or Cisco Service Host is selected. Using the Communications tab on any Service Desk Action, a User can update the configurations of the Switch for Services without the need for secondary software applications. 

PCR-360 is integrated with the Cisco Call Manager, the application is able to populate all needed values dynamically from the Switch.  PCR-360 has a synchronization process to communicate with the Avaya Call Manager.

Avaya

Avaya Integrations with Service Order Actions

A Service with the Service Host of Avaya and a Pending Service Order for that Service is Required to perform the following Actions.

Service Desk Communication Tab with Example Avaya Actions

When selecting the Add Item, Change Item or Remove Item buttons the User will be presented with the list of available. PCR-360 supports integration with Avaya Authorization Codes and Stations.

Avaya Authorization Codes and Stations Menu

Add Action
Authorization Codes

Add New Authorization Code Form - Add

In order to add a new Authorization Code to a Service, perform for following steps:

  1. Add an Action within Service Desk, for the desired Service.
  2. On the Communication Tab of the Service Order Action, add an Authorization Code by clicking the Add Item button, and selecting Authorization Code.
    • Fill in the Code and COR so that the system knows it is desired to add a new Authorization Code.
  3. 'Complete' and 'Finalize' the Service Order to persist the change throughout PCR-360 and the switch.
Stations

Add New Station form example

In order to add a new Authorization Code to a Service, perform for following steps:

  1. Add an Action within Service Desk, for the desired Service.
  2. On the Communication Tab of the Service Order Action, add a Station by clicking the Add Item button, and selecting Station.
    • Fill in the details for the new Station so that the system knows what is desired to be created.
  3. 'Complete' and 'Finalize' the Service Order to persist the change throughout PCR-360 and the switch.
Change Action
Authorization Codes

Manage Authorization Code form example

In order to update an existing Authorization Code on a Service, perform for following steps:

  1. Add an Action within Service Desk, for the desired Service.
  2. On the Communication Tab of the Service Order Action, add an Authorization Code by clicking the Change Item button, and selecting Authorization Code.
  3. Select the Authorization Code to be updated in the Select an Existing form.
    Select an Existing Item form example 
  4. Fill in the Code and COR so that the system knows it is desired to update an existing Authorization Code.
  5. 'Complete' and 'Finalize' the Service Order to persist the change throughout PCR-360 and the switch.
Stations

Manage Station Form

In order to update an existing Station on a Service, perform for following steps:

  1. Add an Action within Service Desk, for the desired Service.
  2. On the Communication Tab of the Service Order Action, add a Station by clicking the Change Item button, and selecting Station.
  3. Select the Station to be updated in the Select an Existing form.
    Select an Existing Item form example 
  4. Fill in the Code and COR so that the system knows it is desired to update an existing Station.
  5. 'Complete' and 'Finalize' the Service Order to persist the change throughout PCR-360 and the switch.
Remove Action
Authorization Codes

In order to remove an existing Authorization Code from a Service, perform for following steps:

  1. Add an Action within Service Desk, for the desired Service.
  2. On the Communication Tab of the Service Order Action, add an Authorization Code by clicking the Remove Item button, and selecting Authorization Code.
  3. Select the Authorization Code to be removed in the Select an Existing form.
    Select an Existing Item form example 
  4. 'Complete' and 'Finalize' the Service Order to persist the change throughout PCR-360 and the switch.
Station

In order to remove an existing Station  from a Service, perform for following steps:

  1. Add an Action within Service Desk, for the desired Service.
  2. On the Communication Tab of the Service Order Action, add a Station by clicking the Remove Item button, and selecting Station.
  3. Select the Station to be removed in the Select an Existing form.
    Select an Existing Item form example
  4. 'Complete' and 'Finalize' the Service Order to persist the change throughout PCR-360 and the switch.

Cisco

Cisco Switch Interfacing with Service Desk

A 'Service' with the Service Host of Cisco and a Pending Service Order for the Service are Required to perform the following Action.

Service Desk can appropriate a number of different types of items on the Cisco switch:

'Analog Endpoints' and 'Analog Phones'

'Devices'

'Devices' example

'Directory Numbers'

Directory Number example

'End Users'

End User example

'Forced Authorization Code'

Forced Authorization Code Example

Add Item

When adding new Analog Endpoints and Analog Phones, depending on the CISCO_AUTO_ASSIGN_ENDPOINT configuration, the Endpoint will be automatically assigned depending on available Servicing Equipment for the Service Desk Action's Location.

If a new item is needed to be provisioned on the switch, perform the following actions:

  1. Add an Action of type: Miscellaneous within Service Desk, for the desired Service.
    Service Desk Action - Communication Tab example
  2. On the Communication Tab of the Service Order Action, click the Add Item button.
  3. From the dropdown menu of the button, select the type of Item desired.
    Cisco SD Communication Menu
  4. Fill out the details for the selected item.
  5. 'Complete' the Service Order to persist the change throughout PCR-360 and the switch.
Change Item

If an existing item is needed to be updated on the switch, perform the following actions:

  1. Add an Action of type: Miscellaneous within Service Desk, for the desired Service.
    Service Desk Action - Communication Tab example
  2. On the Communication Tab of the Service Order Action, click the Change Item button.
  3. From the dropdown menu of the button, select the type of Item desired.
    Cisco SD Communication Menu
  4. Select the existing item from the form.
    Select an Existing Item form example
  5. Fill out the details for the selected item.
  6. 'Complete' the Service Order to persist the change throughout PCR-360 and the switch.
Remove Item

If an existing item is needed to be removed from the switch, perform the following actions:

  1. Add an Action of type: Miscellaneous within Service Desk, for the desired Service.
    Service Desk Action - Communication Tab example
  2. On the Communication Tab of the Service Order Action, click the Remove Item button.
  3. From the dropdown menu of the button, select the type of Item desired.
    Cisco SD Communication Menu
  4. Select the existing item from the form.
    Select an Existing Item form example
  5. 'Complete' the Service Order to persist the change throughout PCR-360 and the switch.

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