Email Filter: Assign to correct customer (VOICEMAIL to EMAIL)

Technical assistance
#1

Infos:

  • Used Zammad version: 5.0.3
  • Used Zammad installation type: package
  • Operating system: Ubuntu 20.04 LTS
  • Browser + version: Agnostic

I am attempting to configure an email filter to place voicemail to email tickets to the correct customer for closed-loop communications. I have it working on a per customer basis (1 filter per customer; matches the incoming subject and sets customer), but am wondering if there is a cleaner solution.

Incoming email subject:
Voicemail from (phonenumber) - (name)

Incoming email from:
voicemail@phonesystemprovider.com

What I am trying to do is parse the email subject for (phonenumber) e.g., 1231239876 and match it to the user.phonenumber attribute to automatically change the customer from voicemail@cti.cti to the correct customer that left the voicemail. Is there a method for accomplishing this more dynamically, or do we need to do a separate filter for each customer?

Thank you for your time.

Aidan

1 Like
#2

I have done this using the zammad api and a speech recognition service. This works, because i am able to call a script directly from my pbx.

Maybe using the api is the better option than using email filters, especially for multiple customer with the same phone number.

#3

Each customer/user has their own discrete 10 digit phone number.