Hello, we are using OTRS in an environment, where a call center gets all calls first and tries to give the calls to the right employee. If that employee is not reachable, a ticket is opened containing the facts about the caller. Not it would be very useful, if the call center could see in OTRS, whether the specific employee is reachable or not, and when not, where he is. So the call center can give information to the caller like "... is reachable again at 3pm" or so. Is it possible to build in such a feature in OTRS? If not, we have to program that for ourselves, but I think, its good for others too. Bye, Andreas Haase EastLink GmbH -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de