IVR Integration

[Brady Buttrey]

I am looking to integrate an IVR solution with my Jira Service Management Data Center Help Desk. Does anyone know how this would be done and/or if there are any IVR solutions that integrate best with JSM?

[Ash Yadav]

Hi @Brady Buttrey 

This question has been asked previously and I believe the answer is still valid today: 

https://marketplace.atlassian.com/apps/1217009/chat-sms-voice-and-video-for-jira-service-management?hosting=cloud&tab=overview

As of right now, there doesn't appear to be any options natively available within JSM. 

It might be best to reach out to IVR providers directly to see if they have any suggestions for integration. 

KR, 

Ash

[Brady Buttrey]

Is there no way to integrate it using Rest or potentially by creating an automatic email of an unconnected IVR voicemail transcript to be sent to JSM email? 

[Ash Yadav]

This would likely be part of some custom development that a team would undertake in-house. I suppose you won't know until you try. 

There is a DC supported add-on here that I've found: https://marketplace.atlassian.com/apps/1223383/cisco-finesse-integration-for-jira?hosting=datacenter&tab=overview

I'm not associated with the developer in any way, just thought it might help. The rest of the add-ons appear to be exclusively for Cloud (support for Avaya for example). 

KR, 

Ash