-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I use the Trouble Ticketing module for Horde (http://www.horde.org). It has webmail, calander, contact list, trouble ticketing, and lots more.
Ciao, Tek Budda wrote: > Hi All, > > Hoping someone can suggest something that would meet the needs of a > project I am working on. > > We are looking for a solution that will take the place of our manual > phone call log sheets and allow us to develop communications based on FAQ's. > > What we do right now: > Call centre fills out manual call sheets with contact info and topic > covered. After getting placed into a binder these then get manually > counted up as per the amount of phone calls and any calculations have to > be done manually to determine what communications to be released. SOme > of the challenges we are facing are that the topics are consistent and > clear as to what questions were asked and the response given. > > What we would like to see: > Network-aware/based database of incoming and outgoing calls that would > have a category and sub-category section with pre-determined categories > (but flexibility for adding categories) to organize the topics. > Seperate section for problem and solution as well as a status (in > progress, open, resolved, etc.). Able to create reports that would > allow us to potentially see call volumes versus questions asked versus > solutions given, etc. > > Progress so far/options: > I have been googled and surfing for a few days now for crm's phone > logging, call databasees, etc. but nbothing seems to meet what I am > looking for. Company is open to open source software as long as it does > the job. I am envisioning something very straight forward and simple > (perhaps based on or adaptable to MySQL or MSSQL) that can be possible > accessed via web page. reports woudl be simple click and point. Shoudl > run on Windows and Linux as there is potential to bring in a Linux > server in the new year. If it had a jabber type (internal and slect > external network) IM server as well that woudl be great. If it > intergated with Excahnge....that woudl be good as well as it could pull > from e-mail as well. > > > If anyone has any suggestions and needs further details, please contact me. > > Cameron > > > _______________________________________________ > clug-talk mailing list > [email protected] > http://clug.ca/mailman/listinfo/clug-talk_clug.ca > Mailing List Guidelines (http://clug.ca/ml_guidelines.php) > **Please remove these lines when replying -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFDrNVWwRXgH3rKGfMRAuf2AJ0aUQEuhnBiu7cmIxOR4KHXlW6fIwCfRWSR PcVSpCRqri86j/sXgN7Wjeg= =VTab -----END PGP SIGNATURE----- _______________________________________________ clug-talk mailing list [email protected] http://clug.ca/mailman/listinfo/clug-talk_clug.ca Mailing List Guidelines (http://clug.ca/ml_guidelines.php) **Please remove these lines when replying
