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Tag: mobile

Clarify / Amdocs / Dovetail access from a Google Gadget

April 27, 2009 I was playing with Google Gadgets a bit lately, and wanted to see what I could do with creating a gadget for Clarify / Amdocs / Dovetail.Gadgets are simple HTML and JavaScript applications that can be embedded in webpages and other apps.Google has good details on gadgets - how to use them, how to create them, etc.Here's what I came up with: What can we do with this gadget?Review my open cases:Review recent activity for your workgroup (in this case, the user belongs to the Administration workgroup):Work a case, including workflow (assign, dispatch, etc.) log phone notes, send email, review the case history, change status, close the case, etc. :  Search the knowledgebase (solutions), cases, or both:access the knowledgebase (solutions):There's a few other things you can do as well, but you get the point. How is this done?In all honesty, it's actually…

SMS notifications and alerts

April 6, 2009 Notifications and escalations generated by Rulemanager are an integral component of the Clarify/Dovetail system. Traditionally, email and in-application notifications are the most common notification delivery mechanisms. Digital pagers were popular years ago, but are pretty much non-existent today.   With mobile devices (iPhones, Windows Mobile, BlackBerrys, etc.) becoming almost ubiquitous, we can look to using these devices for notification delivery. And they all share a common communication platform - SMS. SMS (Short Message Service) is commonly referred to as text messaging.   So let's look at how we can use SMS as a delivery mechanism.   A while back, I detailed how to use Twitter as a notification channel, and then use Twitter to send SMS messages.   If we don't want to be coupled to a service like Twitter (which doesn't have guaranteed delivery, SLAs, etc.), we can use a very similar process, but instead…

Dovetail Mobile Agent: Only show the queues that have stuff in them

November 5, 2008 As I've mentioned before, I use Dovetail Mobile Agent for my day-to-day case activities. Its simplicity and ease of use really pleases me. Even though it was targeted as an app for mobile devices, it works just as well using normal browsers on desktops & laptops. On the Home page, there's a link to My Open Cases, Recent Activity for my workgroup, as well as a list of My Queues (including the number of items in the queue). But, its not actually all of my queues. Its only the queues that have stuff (such as cases) in them. If a queue is empty, I don't care about it. So it simply doesn't show up. Nice. In our production environment, I belong to 19 queues. And all of them show up in the Classic Clarify Client: Most of them are empty,…

My first Ubiquity command : view a case in Dovetail

September 8, 2008 I was pretty excited to play with Ubiquity, a new Firefox extension that lets me think and act in a more natural language with my PC. From the Ubiquity Tutorial: Ubiquity is an experimental Firefox extension that gives you a powerful new way to interact with the Web. You're used to telling Firefox where you want to go by typing Web addresses into the URL bar. With Ubiquity installed, you'll be able to tell Firefox what you want it to do by typing commands into a new Ubiquity input box. The commands that come with Ubiquity are just the beginning: anyone can create new commands and share them. Some of the built-in commands include: add-to-calendar calculate define ebay-search email flickr google map search tinyurl weather zoom After playing with the build-in commands, I was ready to try and write my…
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