Feature discussion: Extend CTI integration (GitHub)

[Hannes]

Hi there,

if you use or intend to use Zammad and the CTI integration, feel free to join the discussion here:

Issue: Generic CTI integration

We like to here your feedback.

Thank you!

Johannes

[lr1980]

we installed 2.5 and cannot find a CTI config section?

[Newan]

section is called sipgate, you can used it with all PBX system that call the events

[lr1980]

ok… but the GitHub issue says

The endpoint of your Zammad CTI Push API looks like http://localhost:3000/api/v1/integration/cti/:token and can be found in Zammad → Admin → Integrations → CTI (generic) → Endpoint

so we searched that

[lr1980]

I tried the docker images and there is a CTI integration setting entry. We upgraded zammad from rpm repo. Do we need some more config / setting after we upgrade with rpm package from 2.4 to 2.5 to see the CTI integration???

[marcel-bd]

You found “CTI (generic)”?

At the zammad.com (2.5) branch is no “CTI (generic)” entry

I’m confussed at the moment ^^

[MrGeneration]

I cannot find this entry in my 2.5 rpm based install, too.

[lr1980]

I think I found the problem => in “/opt/zammad/app/assets/javascripts/app/controllers/_integration/” the file “cti.coffee” is missing on our installation. So I looked into the log at https://packager.io/gh/zammad/zammad/builds/3144/logs/centos-7 and found:

BUNDLED WITH
1.16.2

• rm app/assets/javascripts/app/controllers/layout_ref.coffee
• rm -rf app/assets/javascripts/app/views/layout_ref/
• rm app/assets/javascripts/app/controllers/karma.coffee
• rm app/assets/javascripts/app/controllers/_integration/cti.coffee

I don’t know why there is a “rm”…

I added this file manually and run

zammad run rake assets:precompile

and now I can see the config entry…

[martini]

Hi, yes it’s scheduled for Zammad 2.6 and not available in RPM.

To enable it in Zammad 2.5 (stable) the way from @lr1980 is correct. Thanks @lr1980

[martin.von.wittich]

I quickly hacked a Perl script together that can push our queue calls from Asterisk to Zammad’s CTI interface; the results look promising. I have the following two suggestions though:

• Our Asterisk uses a AGI script that queries our CRM to map CALLERID(num) to a proper CALLERID(name):

  • If I call from my mobile phone number +49 176 xxxxx, it sets the name to “von Wittich, Martin (IServ GmbH)”.
  • If a German landline number calls, it will additionally postfix the name with “[City]”, e.g. the name for +49 531 xxxxxxx will be postfixed “[Braunschweig]”. This means that even numbers that can’t be resolved in our CRM will have some meaningful information for our agents.

  It would be nice if Zammad would support an additional field displayName (or something like that) in the newCall event so I could hand this information over to Zammad. It would probably only be useful in the phone overview and not for creating customers, but it should greatly help agents identify calls when Zammad doesn’t know the customer yet.

  Maybe even additional fields like firstname, lastname, email, … might be useful? Then Zammad could receive the necessary information for creating new customers directly from the CTI interface, provided that the PBX can supply it of course.

• Creating tickets from phone calls seems to be needlessly complicated: I have to click on the caller, then on small action button on the top right, and then on “New Ticket”. That’s IMO pretty hidden. I think a “Create Ticket” button directly in the phone overview would improve it.

[martini]

Hi @martin.von.wittich

a new topic for this issue would be nice. I’ll rely on it asap.

Greetings,

-Martin

[martin.von.wittich]

a new topic for this issue would be nice. I’ll rely on it asap.

Done! Generic CTI: additional fields like displayName; easier workflow for creating tickets?