Hello, Roy, and thanks for your prompt reply.
The sollution is working, but it's not what I'm looking for. I wanted to
post this kind of information "natively" in OTRS. The information must
be placed in dashboard, because we might don't need/want to open new
ticket instead of just checking the status of the old one. This shall
provide one fast search within the database (I've even prepared an SQL
Querry). For instance, calling number is 123686812
SELECT customer_user.first_name, customer_user.last_name,
customer_user.title, customer_company.name,
ticket.tn, ticket.title, ticket_state.name
FROM customer_user, customer_company, ticket , ticket_state
WHERE (customer_user.phone like '%686812' || customer_user.mobile
like '%686812') and
customer_user.customer_id=customer_company.customer_id
and (ticket.ticket_state_id=ticket_state.id && ticket_state.id
!= '2');
I want the output of this Query to be placed on top of "Dashboard". Is
it somehow possible? I'm pretty familiar with perl/sql/php and so on,
yet I'm not a programmer. Is there an easy way to do it ?
Kind regards,
Dani
-----Original Message-----
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Roy Kaldung
Sent: Wednesday, March 30, 2011 1:23 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Dashboard integration with Cisco Call agent (or any
other call agent..)
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&De
st=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-fel
der-des-telefontickets-uebernommen-werden-cti-anbindu
(sorry, it's a german site) and checked the perl source for additional
parameter.
hth,
Roy Kaldung
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