CTI Integration - preset phoneticket fields via URL params

[Giulio Soleni]

Hi,
I am absolutely new on this topic and I'd like to find some info on the potentials of of OTRS to handle phone tickets.
From this site:
http://www.otrs-treff.de/en/otrs-preset ... ntegration
I read how it could be possible to preset the fields via URL and open a new phone ticket upon receiving a phone call.

If, for example, the following URL is used:
http://<server>/otrs/index.pl?Action=AgentTicketPhone&Subaction=StoreNew&ExpandCustomerName=1&From=3132
OTRS should open a new phone ticket on behalf of the calling customer (on the phone number 3132).

I tried this example...
I defined a new customer "test" with the phone field set to 3132 but when I manually digit the URL above, the phone ticket is not "prefilled" with the info of the customer.
If I use the customerid instead of the phone number, the customer is correctly detected. So I think I have to set "something" to make the phone field "searchable"...

Same thing for the Queue.
The field to be used in the URL should be Dest=<queueID> || <QueueName>. In both cases it seems not to work.

In other words... do you know if there are some settings I have to do on OTRS configuration to correctly handle this fields?

Thank you in advance,
Giulio

[crythias]

Start here (most answers are in German, but Google Translate can help): http://www.google.com/search?q=site:for ... ntegration

[Giulio Soleni]

Thank you crythias, I have already checked some of that links and I'll search again.
Anyhow 1 little result and some questions more ...

Result: I eventually found why I couldn't search for customers by phone number in URL ... I simply missed the CustomerUserSearchFields fields in Config.pm
I fixed it and now the URL
http://localhost/otrs/index.pl?Action=A ... From=67890
correctly assign the phone ticket to the customer to which "67890" phone number belongs.

However I still cannot prefill the correct queue (in the prev URL Dest=1 should prefill the field "To" with the Raw queue).
I also tried
http://localhost/otrs/index.pl?Action=A ... From=67890
with no result.

2nd question.
Still I am not sure of the general behavior of the whole integration ... what is it supposed to do.
I am expecting the following:
- A customer call (phone) to a specific number.
- The call is recorded e.g. as a wav file
- the TAPI interface software somehow trigger a URL like that above
- a new phone ticket is opened with the wav file attached

Apart from the "wav" file - that I think could be really nice to have - my main question is "who" is supposed to open the phone ticket for the customer?
Do we need to define a specific agent that receive the call and automatically open the phone ticket?
Can this process happen automatically in the background or some agent must be logged to the console to receive the URL and create the ticket? (I cannot find any authentication credential in the URL)

Maybe I am completely off track ... i don't know...

[Giulio Soleni]

After another check I realized how to preset the queue.
The url must be in the form:

http://<OTRS_FQDN>/otrs/index.pl?Action=AgentTicketPhone&Subaction=StoreNew&Dest=<QueueID>||<Queue_Name>&ExpandCustomerName=1&Subject=<Subject>&From=<Call_Number>

That is, you have to express both QueueID and Queue Name in the URL... while I thought they should be either one of the 2 ... for example, with the queue "Internal Usage" #6 you have to use:

http://localhost/otrs/index.pl?Action=A ... rnal+Usage[/b]&ExpandCustomerName=1&Subject=Phone+Note&From=01234567

Still I'd like to know if the mechanism is really automatic or not.
I mean... once the specific client will trigger such an URL, the ticket is automatically created? If yes, by which agent?

Thank you again.
Giulio