Thanks to Pamela Matthews at Pemco for sponsoring this meeting. This was the Agenda.

1. This meeting was held jointly with HelpDesk NorthWest (HDNW) at PEMCO Insurance.
   
2. Enhancement Technologies – Mark Penserini, Speaker
• Showed products - Interactive Intelligence (http://www.inin.com.)
• Enterprise Interaction Center (EIC) is a Java PC-based app. Currently, their largest customer is Onyx software in Bellevue. The software allows you to answer your phone via your PC. Moves control of the phone switch, to the level desired by the customer, to a high-end, fault tolerant, specially designed NT/SQL server. The server can, at the customer’s discretion, run either as a replacement to, or an adjunct to, the PBX. The product can link to a DB front-end such as Remedy to pull up the caller’s information as soon as the call comes in – before it’s even answered. Will work with any CRM package. Does conferencing (up to 32 people). He demonstrated a remote hookup via CDPD (Ricochet).
• Features included Unified messaging – email, faxes, and voice mail in the same Inbox. Users can retrieve all message types via PC or phone. Cell phone hook-up – You can tell it your cel #, and it will forward. There is an availability status to determine forwarding and notification rules. Access relies on log-on, not necessarily physical location.
• EIC operates as an Event Handler, which feeds to and receives from the CRM/DB. You set the work rules for the phone handler at the handler, and the CRM workflow operates behind the scenes.
• The CRM can connect to the phone handler via Java, COM, SQL, or any other commonly used transfer method.
• Cost is based on the number of users. You can hook up a few hundred users per server, but will soon be able to do 1000+, due to enhanced network traffic handling capability.
• Reporting may be done with any standard reporting tool (Crystal, etc.) that will interface with SQL Server.
• Access is controllable with permissions for users/groups.
• Does load-balancing for multiple sites – invisible to callers. You can also shunt calls from one location to another when one location is overloaded.
• Other products include an email mgmt system and web handler. The email handler (for support@yourcompany.com) is $5000/server.
• Email address locally is mpenserini@nhan.com; phone is 425-542-4525.
  
3. IT Masters, Yuri Mintskovsky, Global Product Manager, speaker.
• Partner with Remedy, BMC, Tivoli, and other products. Have been Product partner and VAR with Remedy since 1994.
• Their newest product, Master Navigator, will be available in April. It can be previewed at http://www.itmasters.com/Products/MN/. A free upgrade is available to existing Master Documenter customers, and those who become so before March 31, 2000.
• Master Documenter documents an AR System, and can be used to find and isolate workflow. It also has a GUI-based Macro editing engine.
• Remedy uses the product to document its own products.
• AR System Plus links Tivoli to Remedy, so that tickets are automatically generated, notifications are made, etc.
  
4. Next Meeting time/date/location
• Location: ATTWS @ Redmond Town Center.
• Date: 3/21/00, 6:00 p.m. to 8:00 p.m.

 
For comments or questions on this Northwest Remedy User Group website  
please email Geoff Endresen  at nwrug@geoffe.com