Hi Bill, On 08.03.2010, at 20:31, Bill Matthews wrote:
> Our call center product will capture the CustomerID of the caller. I've > installed OTRS in our lab, and have been able to integrate it with our > backend database. But right now it seems to be a two step process for > agents.. > > 1) Create a new phone ticket > 2) Click customer, enter the CustomerID > > At that point they get a new ticket screen for the caller, as well as the > call history displayed at the bottom. That's exactly what we're looking for. > > Is it possible to get to that screen (a new ticket for CustomerID whatever), > and the caller history..from a single step? Either a custom URL (where > CustomerID is appended to the URL), or a single webpage that we could script? > > And yes -- we've contacted OTRS.com to discuss customization. But I'd like > to see what I can do on my own. you could even go further if your CTI Server is really providing the same Customer ID as used in OTRS. You CTI Client could call a URL like the following: http://localhost/otrs/index.pl?Action=AgentTicketPhone&Subaction=StoreNew&ExpandCustomerName=1&Subject=Phone+Note&From=01776877041 This would directly result in a new Phone-Ticket window pre-filled with your Customer data - and the history of course :-) And thanks for contacting OTRS.com ;-) Nils Leideck -- Nils Leideck Senior Consultant [email protected] [email protected] http://webint.cryptonode.de / a Fractal project
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