Service Manager

This is the latest version of the help for Ivanti Service Manager 2018. If you cannot find some of the features described in the help, you may be using an older version of the application. To upgrade the application, click here.
To view the help for the latest version of Service Manager, click here

Configuring HEAT Voice Integration

To enable a Start IPCM Voice Activity quick action, you must first configure Service Manager to connect to HEAT Voice.

•On-Premise Configuration

•Hybrid Configuration

On-Premise Configuration

Contact your Ivanti representative for information on implementing this feature. See Finding Information for contact details.

Hybrid Configuration

1.From the Configuration Console, click Extend > Voice Integration > Hybrid Configuration to display a list of hybrid connections.

2.Double-click the connection to use. The system displays the IPCM Integration page.

3.Enter information into the fields.

IPCM Hybrid Configuration Page

Field	Description
IPCM Server Host Name	A domain name or IP address that can be resolved from the Service Manager server.
IPCM Server Port	The port number is set to 5743 by default.
IPCM Web Services User ID	A valid user ID configured in HEAT Voice. No specific role is required.
IPCM Web Services Password	A valid password for the user ID configured in HEAT Voice. No specific role is required.
IPCM Web Services Port	Set to match the web services port set in the HEAT Voice management portal (System Configuration > Voice Server > Advanced Configuration > App Server). This is set to 2323 by default.
IPCM Web Service URL	The URL to the HEAT Voice web service.
Voice Recording UNC Path	The UNC path to the voice recording application.
Voice Recording HTTP Path	The HTTP path to the voice recording application.
Customer PBX Host	The customer PBX host.
Customer PBX Port	The customer PBX port.
Register to Customer PBX	Registers the connection to the customer PBX.
Trunk Registration Number	The trunk registration number.
Trunk User Name	A valid user name for the trunk.
Trunk Password	A valid password for the trunk user.

4.Under the Employee tab, click Link to link employees to this connection.

5.Click Save.

You can now define the Start IPCM Voice Activity quick action. See Home  .