Dashboard integration with Cisco call agent

[dpetrov]

Hi folks!

This is my first post here and I hope it won't violate any forum rules.

I tried to find the answer using otrs mailing list, yet unfortunatelly the activity there is quite low. Anyway, I'm pasting my first request. Thank you in advance!

I was wondering (I’ve searched for that) is there any OTRS module that is able to perform Call agent integration ?
My basic idea is to do the following:

1. Incoming call is received. Helpdesk engineer picks up the phone
2. Call agent is able to provide some arguments (B Number/Calling station) to any software. My idea here is to get this calling number (b number) and provide it as argument to some custom script. This script shall provide some MySQL queries and based on that it will either open a “new phone ticket” or just will open OTRS page with currently opened tickets (I’m still contemplating)

I can do it by my own, using my custom scripts but what I actually want to do is to make it “clear”. I want to integrate it OTRS and put this information on Dashboard. As soon as call is received – the otrs page is refreshed with some custom information on top (caller number, customer name, customer company, currently opened tickets and so on).

Could you, please, give me opinion/experience/suggestions with that? Does anybody else did something like that, is there already module for that and so on..

P.s. Here is the information that I want to include (It's an SQL query)

For instance, calling number is 123686812

mysql> SELECT customer_user.first_name, customer_user.last_name, customer_user.title, customer_company.name, ticket.tn, ticket.title, ticket_state.name as Status FROM customer_user, customer_company, ticket , ticket_state WHERE (customer_user.phone like '%6868%' || customer_user.mobile like '%6868%') and customer_user.customer_id=customer_company.customer_id and (ticket.ticket_state_id=ticket_state.id && ticket_state.id != '2')\G

*************************** 1. row ***************************
first_name: John
last_name: Doe
title: Senior Network administrator
name: ACME
tn: 2011033010000014
title: MPLS-TE issues
Status: open
*************************** 2. row ***************************
first_name: Jane
last_name: Doe
title: Office Assistant
name: ACME2
tn: 2011033010000023
title: Copy machine issues - XEROX machine doesn't work
Status: new

I want the output of this Query to be placed on top of "Dashboard". Is it somehow possible? I'm pretty familiar with perl/sql/php and so on, yet I'm not a programmer. Is there an easy way to do it ?

Kind regards,
Dani

[Alexander Halle]

(moved from English Area : General to the appropriate Developers Forum)