Hi Bill, On 08.03.2010, at 20:31, Bill Matthews wrote:
Our call center product will capture the CustomerID of the caller. I've installed OTRS in our lab, and have been able to integrate it with our backend database. But right now it seems to be a two step process for agents..
1) Create a new phone ticket 2) Click customer, enter the CustomerID
At that point they get a new ticket screen for the caller, as well as the call history displayed at the bottom. That's exactly what we're looking for.
Is it possible to get to that screen (a new ticket for CustomerID whatever), and the caller history..from a single step? Either a custom URL (where CustomerID is appended to the URL), or a single webpage that we could script?
And yes -- we've contacted OTRS.com to discuss customization. But I'd like to see what I can do on my own.
you could even go further if your CTI Server is really providing the same Customer ID as used in OTRS. You CTI Client could call a URL like the following: http://localhost/otrs/index.pl?Action=AgentTicketPhone&Subaction=StoreNew&Ex... This would directly result in a new Phone-Ticket window pre-filled with your Customer data - and the history of course :-) And thanks for contacting OTRS.com ;-) Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project