7 Replies Latest reply on Dec 21, 2011 1:20 AM by Julian Wigman

    LANDesk Service Desk and Cisco VoIP

    Jamie Cannon ITSMMVPGroup

      Is it possible to tie in the telephony aspect of Service Desk with Cisco VoIP phones and Call Manager?

       

      Thanks,

        • 1. Re: LANDesk Service Desk and Cisco VoIP
          LANDeskWizrd SSMMVPGroup

          Also interested in this as we have purchased the Service Desk and will be implementing it in the next couple of months. We use Call Manager and have thousands of Cisco phones

          • 2. Re: LANDesk Service Desk and Cisco VoIP
            Jamie Cannon ITSMMVPGroup

            I'll let you know if I hear something outside of the Community.

            • 3. Re: LANDesk Service Desk and Cisco VoIP
              ITSMMVPGroup

              Yes it should be.  I implemented the LANDesk CTI against call manager and it worked OK.  There was a lot of faffing about in terms of getting the right TSAPI driver for the switch and in the end the only one that worked was TSP 6.1 and that was in beta at the time.  That was a while ago, so probably things have changed since then.

              • 4. Re: LANDesk Service Desk and Cisco VoIP
                Jamie Cannon ITSMMVPGroup

                Dave,

                Do you have any documentation on this whatsoever?

                 

                [email protected]

                 

                This would be VERY COOL to do.

                • 5. Re: LANDesk Service Desk and Cisco VoIP
                  ITSMMVPGroup

                  Well ... keep in mind this was 2009 Jamie!  I used the CISCO TAPI Installation Guide for CSICO Unified Callmanager 4.2(3) which has a reference on it call OL-9568-01.  I used this to install CiscoTSP-6.1 which was in beta at the time.  That combination took a good day to get working with the help of the CISCO Call Manager subject matter expert as we were at the leading edge of beta software.  By now it should be much more mature.  That got a non LANDesk system working with TSAPI and allowed a sensible degree of testing.

                   

                  I then rolled in the LANDesk CTI component which uses Qgate as some middleware.  Again that took a couple of hours to beat into submission.  The last bit which was the actual servicedesk CTI interface was fairly quick to get going after that,

                   

                  All in it took about a day to get going, but this was spread over 3 days of real time while we asked CISCO for the TSAPI drivers and tried out various things which were not TSAPI drivers at all!  I'm reasonably sure by now the qgate software on the standard release of 7.4 has been superceeded by a later version which your support team ought to be able to obtain for you and which supports other versions of Callmanager PABXs.  I don't have that, it's just something I'm aware of that is worth asking for.

                   

                  Also get the supported platforms list for the qgate software - it's vital to make sure whatever you are using matches that.

                  • 6. Re: LANDesk Service Desk and Cisco VoIP
                    MarcelloCentineo Specialist

                    Hi,

                     

                    I already called the QGate support a few times and they always helped me very useful with sending me new drivers for a specific telephone system

                    or they were able to tell me which (other) drivers I can use.

                     

                    Hope this helps

                    Marcello

                    • 7. Re: LANDesk Service Desk and Cisco VoIP
                      Julian Wigman ITSMMVPGroup

                      Hey, this use to be one of my products when I was in Touchpaper/LANDesk Product Management.

                       

                      As far as i know it's supported fine.   As also mentioned QGate are also very approachable and happy to help...

                       

                      This http://knowledge.qgate.co.uk/article.aspx?id=10201 is a good starting point for supported switches.

                       

                      Julian