This could be an option, I'm just starting to investigate about it, so I
have not decided what to do exactly with the phone calls received, but I'd
like to have some documentation to start discovering its potential.
----- Original Message -----
From: "Marco Vannini" <[email protected]>
To: "User questions and discussions about OTRS." <[email protected]>
Sent: Wednesday, December 17, 2008 11:26 AM
Subject: Re: [otrs] OTRS/CTI integration
Could it be a request to integrate otrs with an IVR?
Having a system where clicking on menu by phone it opens a ticket in a
queue ? and probably customer message or interpreted or recorded as an
attachment ?
I'm totally wrong ?
2008/12/17 Anton Gubar'kov <[email protected]>:
A new phone ticket with just customer data is not intersting, is it? I
suspect you want a new ticket window opened on the Agent's PC and the
customer data is filled automatically using the CallerID as the customer
lookup key. The agent is then ready to type in the ticket description
immediately.
I believe you need to make CTI integration with the browser, not the OTRS
back-end then. When I solved the same problem for HP Openview ServiceDesk
at
my previous job, we had to intergate with the HP OV SD user interface.
I hope this gives you a right vector to search.
Regards,
Anton.
2008/12/17 Gabriele D'Andrea <[email protected]>
Hi,
we need to integrate OTRS so that, when a phone call is received, a
ticket
is automatically created and customer data is entered.
I've seen, on the otrs.com web site, that the following features are
available:
- Automatic and quick ticket generation upon incident or service request
receipt via the customer frontend, E-mail, phone, fax, PDA, SMS, SOAP/XML
- Automated allocation and entering of customer data in the ticket thanks
to CTI integration
However, I couldn't find anything, so far, about setting up CTI
integration with a PBX.
Gabriele
----- Original Message -----
From: Anton Gubar'kov
To: User questions and discussions about OTRS.
Sent: Wednesday, December 17, 2008 10:03 AM
Subject: Re: [otrs] OTRS/CTI integration
Hello, Gabrielle.
Could you describe an integrated process briefly?
Regards, Anton.
2008/12/17 Gabriele D'Andrea <[email protected]>
Hello everybody,
I'm interested in the integration of OTRS with a PBX via CTI/TAPI, but I
still cannot find any documentation about it. Can anyone give some hints
about it?
--
Gabriele D'Andrea
Tel. +39 085 9431161 . Fax +39 085 9431162 .
[email protected]
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