Hi there,
Just sharing a small program we’ve put together. It is a python-based service that acts as a webhook for Twilio’s programmable voice.
You can set it up, configure it for your Zammad instance, and it will record voice calls and then submit the recording to Zammad with the audio file attached.
Source at https://gitlab.com/digiresilience/link/zammad-twilio-recorder
Right now the Agent has to download+open the mp3 to listen, but it would be cool if Zammad’s UI used the <audio> tag to make it streamable in the browser.
I tried using <audio> in the ticket body, but the HTML Sanitizer stripped it out.