CTI integration - Create a Ticket "+" after answered the call

Infos:

  • Used Zammad version: 3.3
  • Used Zammad installation source: DEB
  • Operating system: Ubuntu 18.04 LTS
  • Browser + version: Google Chrome - latest

Hello to everyone,
is it possible to open a ticket via the generic CTI integration “+” after the call is answered? I know i can go in the journal and klick on the customer and than i can say --> new ticket. But it would great when the connected calls also stay on the left site.

Is this a thing in zammad or is this a thing make by the integration bridge from the pbx site?

Best regards,

Jesse

Expected behavior:

  • Get a call via the CTI integration see the caller in the left menu with the “+”, get on the phone and answer the call to look if i have to create a ticket. Now i when the call is answered i will see the call as connected on the left and can click on the “+” to open a new ticket.

Actual behavior:

  • The “+” and the CTI entry on the left will go away when i answer the call.

Steps to reproduce the behavior:

  • Receive a call via the CTI integration.

Yes that’s perfectly possible.
Your best shot will be the “notify map”.

The wording is a bit missleading here.
You simply map the agents extension with the agent account in Zammad.

As soon as you’ve done this and the mapped extension picks up the call, Zammad will automatically open a new ticket dialogue for the agent you have mapped.

Note: This requires the phone system to communicate the picking up extension, this is usually the case.

1 Like

Thanks for the quick answer @MrGeneration :slight_smile: