OTRS extension connecting with telephone?

[HervE]

Hi,

Here I am again!

Is there an OTRS extension (add-on, package...) that connects to telephone?
For instance, recording a telephone message and adding it as an attachment in an article of a ticket...
Or dialing through VoIP a telephone number that is stored in OTRS...
And so on.

Best regards,
HervE

[RStraub]

http://znuny.com/de/#!/addons
nuny4OTRS - CTI Integration

http://www.cape-it.de/de/unternehmen/ne ... edesk.html

[jojo]

works out of the box

-> Voice Mesage => email to OTRS
-> CTI Client => opens an URL on inbound and search for phone number
-> configure fields containing numbers as a link with a protocol like skype:// or sip://

[crythias]

or attaching a recorded .mp3 or .wav ...

[brann]

For telephone systems which can deal with so-called active URLs (f.e. Asterisk), we offer a maintained module CTI4KIX:
http://www.cape-it.de/en/products/otrs- ... i4kix.html

Please find there the description of the module (data sheet).

Any further question? Then contact me here or via email.

Greetings, Anna

[HervE]

Many thanks for your answers. I'll give it a try.
HervE

[HervE]

Hello,

I've downloaded and installed Znuny4OTRS-CTI.

It says:
"#5 Znuny4OTRS - CTI Integration
This package integrates your telephone system in OTRS. For incoming calls, the telephone ticket interface is displayed with the corresponding customer data (identified by caller ID). For outgoing calls, a call can be directly initiated by clicking on the customers telephone number."
(Source: http://znuny.com/en/#!/addons)

However, I cannot figure out where I can click to call the customer. It seems the telephone number field is not clickable.
Can anybody help?

Regards,
HervE

[mwilhelmi]

Hi HervE,

have you used the znuny CTI add-on to open a new ticket on an incomming call or to show all exiswting user-tickets?
Can you share, how you configured the add-on to see the telephone numbers?