OTRS/CTI integration

Gabriele D'Andrea

17 Dec 2008 17 Dec '08

8:38 a.m.

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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ECOH MEDIA S.r.l. Via Milano 32, 21019 Somma Lombardo (VA) . Via F. Fellini 2, 65010 Spoltore (PE) . Italy . www.ecohmedia.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Le informazioni contenute in questo messaggio di posta elettronica sono riservate e confidenziali e ne è vietata la diffusione in qualunque modo eseguita. Qualora Lei non fosse la persona a cui il presente messaggio è destinato, La invitiamo ad eliminarlo e a non leggerlo, dandocene gentilmente comunicazione. The information contained in this e-mail and any attachments are confidential and may also privileged. If you are not the named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose, or store or copy the information in any medium.

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Anton Gubar'kov

17 Dec 17 Dec

9:03 a.m.

Hello, Gabrielle. Could you describe an integrated process briefly? Regards, Anton. 2008/12/17 Gabriele D'Andrea

...

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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ECOH MEDIA S.r.l. Via Milano 32, 21019 Somma Lombardo (VA) . Via F. Fellini 2, 65010 Spoltore (PE) . Italy . www.ecohmedia.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Le informazioni contenute in questo messaggio di posta elettronica sono riservate e confidenziali e ne è vietata la diffusione in qualunque modo eseguita. Qualora Lei non fosse la persona a cui il presente messaggio è destinato, La invitiamo ad eliminarlo e a non leggerlo, dandocene gentilmente comunicazione. The information contained in this e-mail and any attachments are confidential and may also privileged. If you are not the named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose, or store or copy the information in any medium.

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Gabriele D'Andrea

10 a.m.

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 ----- From: Anton Gubar'kov To: User questions and discussions about OTRS. 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 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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ECOH MEDIA S.r.l. Via Milano 32, 21019 Somma Lombardo (VA) . Via F. Fellini 2, 65010 Spoltore (PE) . Italy . www.ecohmedia.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Le informazioni contenute in questo messaggio di posta elettronica sono riservate e confidenziali e ne è vietata la diffusione in qualunque modo eseguita. Qualora Lei non fosse la persona a cui il presente messaggio è destinato, La invitiamo ad eliminarlo e a non leggerlo, dandocene gentilmente comunicazione. The information contained in this e-mail and any attachments are confidential and may also privileged. If you are not the named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose, or store or copy the information in any medium. _______________________________________________ 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 ------------------------------------------------------------------------------ _______________________________________________ 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

Anton Gubar'kov

10:18 a.m.

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

...

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 -----

*From:* Anton Gubar'kov *To:* User questions and discussions about OTRS. *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

...
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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ECOH MEDIA S.r.l. Via Milano 32, 21019 Somma Lombardo (VA) . Via F. Fellini 2, 65010 Spoltore (PE) . Italy . www.ecohmedia.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Le informazioni contenute in questo messaggio di posta elettronica sono riservate e confidenziali e ne è vietata la diffusione in qualunque modo eseguita. Qualora Lei non fosse la persona a cui il presente messaggio è destinato, La invitiamo ad eliminarlo e a non leggerlo, dandocene gentilmente comunicazione. The information contained in this e-mail and any attachments are confidential and may also privileged. If you are not the named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose, or store or copy the information in any medium.

_______________________________________________ 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

------------------------------

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Marco Vannini

10:26 a.m.

Could it be a request to integrate otrs with an IVR? Having a system where clicking on menu by phone it opens a ticket in a queue ? and probably customer message or interpreted or recorded as an attachment ? I'm totally wrong ? 2008/12/17 Anton Gubar'kov :

...

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

...
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 -----

From: Anton Gubar'kov To: User questions and discussions about OTRS. 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

...
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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ECOH MEDIA S.r.l. Via Milano 32, 21019 Somma Lombardo (VA) . Via F. Fellini 2, 65010 Spoltore (PE) . Italy . www.ecohmedia.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Le informazioni contenute in questo messaggio di posta elettronica sono riservate e confidenziali e ne è vietata la diffusione in qualunque modo eseguita. Qualora Lei non fosse la persona a cui il presente messaggio è destinato, La invitiamo ad eliminarlo e a non leggerlo, dandocene gentilmente comunicazione. The information contained in this e-mail and any attachments are confidential and may also privileged. If you are not the named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose, or store or copy the information in any medium.

_______________________________________________ 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

________________________________

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Gabriele D'Andrea

10:39 a.m.

This could be an option, I'm just starting to investigate about it, so I have not decided what to do exactly with the phone calls received, but I'd like to have some documentation to start discovering its potential. ----- Original Message ----- From: "Marco Vannini" To: "User questions and discussions about OTRS." Sent: Wednesday, December 17, 2008 11:26 AM Subject: Re: [otrs] OTRS/CTI integration Could it be a request to integrate otrs with an IVR? Having a system where clicking on menu by phone it opens a ticket in a queue ? and probably customer message or interpreted or recorded as an attachment ? I'm totally wrong ? 2008/12/17 Anton Gubar'kov :

...

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

...
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 -----

From: Anton Gubar'kov To: User questions and discussions about OTRS. 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

...
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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ECOH MEDIA S.r.l. Via Milano 32, 21019 Somma Lombardo (VA) . Via F. Fellini 2, 65010 Spoltore (PE) . Italy . www.ecohmedia.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Le informazioni contenute in questo messaggio di posta elettronica sono riservate e confidenziali e ne è vietata la diffusione in qualunque modo eseguita. Qualora Lei non fosse la persona a cui il presente messaggio è destinato, La invitiamo ad eliminarlo e a non leggerlo, dandocene gentilmente comunicazione. The information contained in this e-mail and any attachments are confidential and may also privileged. If you are not the named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose, or store or copy the information in any medium.

_______________________________________________ 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

________________________________

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Gabriele D'Andrea

10:31 a.m.

Well, I'm affording this for the first time, I believe that a new phone phone ticket with customer data would be enough, or at least a good starting point, so I think that I'll focus on OTRS back-end integration, for the moment. Can you help me doing this? Thanks Gabriele ----- Original Message ----- From: Anton Gubar'kov To: User questions and discussions about OTRS. Sent: Wednesday, December 17, 2008 11:18 AM Subject: Re: [otrs] OTRS/CTI integration 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 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 ----- From: Anton Gubar'kov To: User questions and discussions about OTRS. 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 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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ECOH MEDIA S.r.l. Via Milano 32, 21019 Somma Lombardo (VA) . Via F. Fellini 2, 65010 Spoltore (PE) . Italy . www.ecohmedia.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Le informazioni contenute in questo messaggio di posta elettronica sono riservate e confidenziali e ne è vietata la diffusione in qualunque modo eseguita. Qualora Lei non fosse la persona a cui il presente messaggio è destinato, La invitiamo ad eliminarlo e a non leggerlo, dandocene gentilmente comunicazione. The information contained in this e-mail and any attachments are confidential and may also privileged. If you are not the named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose, or store or copy the information in any medium. _______________________________________________ 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 -------------------------------------------------------------------------- _______________________________________________ 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 _______________________________________________ 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 ------------------------------------------------------------------------------ _______________________________________________ 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

Gabriele D'Andrea

23 Dec 23 Dec

5:45 a.m.

Hi there, can anybody give me some hints on how to set up CTI integration through TAPI? Some starting point to begin with? Do I need to set up something on the OTRS to listen to TAPI calls? Thank you for any reply. ----- Original Message ----- From: "Gabriele D'Andrea" To: "User questions and discussions about OTRS.org" Sent: Wednesday, December 17, 2008 9:38 AM Subject: [otrs] OTRS/CTI integration 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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ECOH MEDIA S.r.l. Via Milano 32, 21019 Somma Lombardo (VA) . Via F. Fellini 2, 65010 Spoltore (PE) . Italy . www.ecohmedia.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Le informazioni contenute in questo messaggio di posta elettronica sono riservate e confidenziali e ne è vietata la diffusione in qualunque modo eseguita. Qualora Lei non fosse la persona a cui il presente messaggio è destinato, La invitiamo ad eliminarlo e a non leggerlo, dandocene gentilmente comunicazione. The information contained in this e-mail and any attachments are confidential and may also privileged. If you are not the named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose, or store or copy the information in any medium. _______________________________________________ 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

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Anton Gubar'kov
Gabriele D'Andrea
Marco Vannini

OTRS/CTI integration

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