Gateway overview

Amdocs CRM consists of a suite of applications designed to support a range of different business functions related to customer support.

The Gateway for Amdocs CRM will implement the integration between Tivoli Netcool/OMNIbus and Amdocs CRM. The Gateway for Amdocs CRM uses TAL to provide a uniform ticketing gateway framework and to integrate with Amdocs CRM the gateway uses the Amdocs CBO API.

The gateway provides the following functions:
  • The Gateway for Amdocs CRM creates and updates Amdocs CRM cases based on alert data.
  • The Gateway for Amdocs CRM changes the ticket status of the created Amdocs CRM cases based on values specified in the amdocscrm.rdrwtr.tblrep.def file.
  • The Gateway for Amdocs CRM sends created cases to queues based on values specified in the amdocscrm.map file.
  • The Gateway for Amdocs CRM provides bidirectional support to enable the Amdocs server to forward updated status requests to the ObjectServer.