On Wed, 30 Mar 2011 10:58:57 +0300, "Danail Petrov" <danail.pet...@telelink.com> wrote: > Hey guys, > I was wondering (I've searched for that) is there any OTRS module that > is able to perform Call agent integration ? > My basic idea is to do the following: > > > > 1. Incoming call is received. Helpdesk engineer picks up the phone > > 2. Call agent is able to provide some arguments (B Number/Calling > station) to any software. My idea here is to get this calling number (b > number) and provide it as argument to some custom script. This script > shall provide some MySQL queries and based on that it will either open a > "new phone ticket" or just will open OTRS page with currently opened > tickets (I'm still contemplating) > > > I can do it by my own, using my custom scripts but what I actually want > to do is to make it "clear". I want to integrate it OTRS and put this > information on Dashboard. As soon as call is received - the otrs page is > refreshed with some custom information on top (caller number, customer > name, customer company, currently opened tickets and so on). > > > Could you, please, give me opinion/experience/suggestions with that? > Does anybody else did something like that, is there already module for > that and so on..
Hi, We use this URL with Cisco Agent Software: https://FQDN/otrs/index.pl?Action=AgentTicketPhone&Subaction=Storenew&Dest=QUEUE&ExpandCustomerName=1&From=CALLINGNUMBER QUEUE=QueueID||Queuename, like 1||Postmaster Each incoming and answered call open a new tab in the Agent's software. I took the information from http://www.otrs-treff.de/otrs-erstellung-einer-url-mit-werten-die-in-felder-des-telefontickets-uebernommen-werden-cti-anbindu (sorry, it's a german site) and checked the perl source for additional parameter. hth, Roy Kaldung --------------------------------------------------------------------- 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
