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 <anton.gubar...@gmail.com> > *To:* User questions and discussions about OTRS. <otrs@otrs.org> > *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 >
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