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 <anton.gubar...@gmail.com>: > 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 <gabriele.dand...@ecohmedia.com> >> >> 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 <gabriele.dand...@ecohmedia.com> >>> >>> 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 . >>> gabriele.dand...@ecohmedia.com >>> . . . . . . . . . . . . . . . . . . . . . . . . . >>> . . . . . . . . . . . . . . . . . . . . . . >>> ECOH MEDIA S.r.l. >>> Via Milano 32, 21019 Somma Lombardo (VA) . Via F. Fellini 2, 65010 >>> Spoltore (PE) . Italy . www.ecohmedia.com >>> . . . . . . . . . . . . . . . . . . . . . . . . . >>> . . . . . . . . . . . . . . . . . . . . . . >>> Le informazioni contenute in questo messaggio di posta elettronica sono >>> riservate e confidenziali e ne è vietata la diffusione in qualunque modo >>> eseguita. Qualora Lei non fosse la persona a cui il presente messaggio è >>> destinato, La invitiamo ad eliminarlo e a non leggerlo, dandocene >>> gentilmente comunicazione. >>> The information contained in this e-mail and any attachments are >>> confidential and may also privileged. If you are not the named recipient, >>> please >>> notify the sender immediately and do not disclose the contents to another >>> person, use it for any purpose, or store or copy the information in >>> any medium. >>> >>> _______________________________________________ >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> ________________________________ >> >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
