Hello there,
On one side we have Asterisk servers managing incoming phone calls (with SIP phones), and on the other we have an OTRS server taking care of all the tickets.
And of course we are thinking about connecting the 2 of them.
Can someone tell me what is the general architecture for this ?
I suppose we have to install some kind of application on the agent's PC that will make the liaison between Asterisk and the handset (well actually it's headset).
And when this application detect that a phone call is taken its performs certain action (like opening a browser with a link creating a ticket on OTRS).
Is that correct ?
Thx for any help
Stephan
PS : On a side note I am surprise by the lack of information about CTI (except for some German threats -that I don't really understand well- in the forum, there isn't much info out there.
CTI Integration : What is the general architecture ?
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