Telephony CTI create ticket from phone number

[bvlahos]

I’d like to create a new phone ticket by passing a URL into OTRS that includes the callerID of the phone number of a customer. My phone system can send a URL that includes the phone number automatically. OTRS should receive the URL, do a lookup in the Customer User database and then create a new ticket using the customer's information.

I found this link which sounds exactly like what I want to do but it doesn’t work. It only opens a new phone ticket but doesn’t do the lookup/fill in based on the phone number field for the Customer User. The form is blank.

http://www.otrs-treff.de/en/otrs-preset ... ntegration

The URL I’m sending is
http:///otrs/index.pl?Action=AgentTicketPhone&Subaction=StoreNew&ExpandCustomerName=1&From=5555555555

The article was written in 2009 so perhaps something has changed in OTRS (version 3.3.7).