Integrate Microsoft teams telephone

Feature requests
1

Title: integrate Microsoft teams telephone

  1. What is your original issue/pain point you want to solve?
  • Issue: manual ticket creation after teams call
  • solve: automatic creation of ticket with caller info after teams call
  • solve: cti function through teams calls
  1. Which are one or two concrete situations where this problem hurts the most?
  • creating tickets
  • no overview of calling-in customers
  1. Why is it not solvable with the Zammad standard?
  • teams cti is not available in the current zammad for calls
  1. What is your expectation/what do you want to achieve?
  • when a teams call comes in, a ticket is automatically created with the contact information (if in the contact list).

If there is any more useful information, feel free to share it all (e.g.: mockup screenshots, if something is UI related, or the API URL/documentation URL for a service you need a connection to).

Your Zammad environment:

  • Average concurrent agent count:
  • Average tickets a day:
  • What roles/people are involved:

Anything else which you think is useful to understand your use case:

Thank you and have fun.

4 Likes
2

A real Zammad Teams CTI integration would be nice, even just “opening the new Ticket” interface, with the user fields already populated would be welcome.

3

Is there an API from MS that would make that possible?

4

I think there are subscriptions in the Graph API for /communications/calls – another option seems to be Azure Communication Services (ACS) with Teams Phone Extensibility.

Or a calling bot that gets notified via webhooks.