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AustinG
AustinG
Visitor III
November 19, 2022
Question

FortiVoice Call Center - ConnectWise Manage Ticketing Integration

  • November 19, 2022
  • 1 reply
  • 1572 views

We are looking to integrate our ConnectWise Manage (CM) ticketing system with our FortiVoice Call Center IVR, but I cannot find documentation for this. I see that multiple FortiProducts offer a connector of sorts for CM, like FortiSOAR, but I don't know if FortiVoice can do this natively, or if FortiSOAR can connect to FortiVoice to do this.

Ideally, a customer would be able to create a new service ticket in our CM system while on the Call Center IVR or have the ability to pull up their service ticket from CM.

Anyone have any ideas?

1 reply

distillednetwork
distillednetwork
Explorer II
November 21, 2022

You would need to use the RETSful service to build your queries to ConnectWise. From what I can see ConnectWise has APIs to pull data from ticket numbers, you would just need to write the API to get the data you want, then through the RESTful service in FortiVoice make those calls.  Here is an example of how they have integrated FortiVoice into the FortiCare ticketing:

 

https://docs.fortinet.com/document/fortivoice-enterprise/6.4.0/ivr-technical-note/302440/configure-the-restful-service

 

It's going to take some work, but hopefully that steers you in the right direction.

    AustinG
    AustinGAuthor
    Visitor III
    February 11, 2025

    That is a great first step. I'd much rather Fortinet create integrations though so that coding is not required.

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