Hi, in response to: Feature discussion: Extend CTI integration (GitHub)
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
- 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
newCallevent 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
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.