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.dandrea@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 -----
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.dandrea@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.dandrea@ecohmedia.com
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