Voice Deployment Options
•Installing and Configuring Ivanti Voice
•Integrating Ivanti Voice with Neurons for ITSM
About Ivanti Voice
Ivanti Voice is the telephony application that integrates automated call routing and management and computer telephone integration to Ivanti Software applications such as Neurons for ITSM. Ivanti Voice uses the next-generation, standards‑based IP communication transport, called Session Initiation Protocol (SIP). Neurons for ITSM and Voice are typically installed and maintained on separate servers..
About this Deployment
Agent Login Sequence
Agent Login Sequence shows the Voice agent login sequence.
1.The agent logs into a secure (HTTPS) connection.
2.The system verifies the Voice server IP address or domain name.
3.The system obtains the session key from the Ivanti Voice server IP address or domain name.
4.The system verifies the session key (TCP 5743).
5.The system makes the phone connection (SIP UDP 5060).
6.The system validates the session key (HTTPS).
Incoming Call Sequence
Incoming Call Sequence shows the sequence of events for Ivanti Voice incoming calls.
1.The system receives a call (SIP UDP 500).
2.The IVR searches and updates the record (HTTPS).
3.The call is forwarded to the agent (SIP UDP 5060, RTP UDP, TCP 5743).
4.The record appears to the agent (HTTPS).
Installing and Configuring Ivanti Voice
For information about installing and configuring Ivanti Voice, see the IP Communications Management Administrator Guide.
Integrating Ivanti Voice with Neurons for ITSM
For complete information about integrating Voice with Neurons for ITSM, see Working with Voice in the Neurons for ITSM online help.