OTRS can automatically receive mails via POP3/IMAP and put them in queues, but how to record customers' phone call in queue without agents' inputting manually?
I have the similar problem with inqueue tickets via IRC such as MSN/GTALK.
Where is the related configuration?
How to let OTRS record customers' phonecall in queue?
Re: How to let OTRS record customers' phonecall in queue?
For Phone Calls you can send a wav or mp3 fiel via email to OTRS.
For chatsystems you'll need to write an additional module or just use copy and paste as agent.
For chatsystems you'll need to write an additional module or just use copy and paste as agent.
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
-
Daniel Obee
- Moderator
- Posts: 644
- Joined: 19 Jun 2007, 17:11
- Znuny Version: various
- Real Name: Daniel Obée
- Location: Berlin
Re: How to let OTRS record customers' phonecall in queue?
Most chat systems offer the option to send a chat protocol via email. Check X-OTRS headers for proper queuing respectively status and stuff. For calls you could at least open up the ticket automatically using CTI and the proper HTML request. Check the forums for link examples, there are some.
Greets
Daniel
Greets
Daniel