voip hyperlink in customer information panel

Moderator: crythias

Post Reply
andy1967
Znuny newbie
Posts: 15
Joined: 13 Jun 2012, 08:42
Znuny Version: 3.1.7
Real Name: Andy Grootens

voip hyperlink in customer information panel

Post by andy1967 »

Hello!

I would like te make the telephone number in the Customer Information Panel a hyperlink to our Voip system.

E.g. I have entered the agents phone number in the Agent-> Comments field. The hyperlink would then be like:
http://voipsystem.url/[CustomerPhone]?[AgentPhone]

It would be so great if we could just click the phone number in the Customer Information Panel in the AgentTicketZoom, but I don't even know how to modify this panel. So any help would be sincerely appreciated!

Kind regards,
Andy
crythias
Moderator
Posts: 10169
Joined: 04 May 2010, 18:38
Znuny Version: 5.0.x
Location: SouthWest Florida, USA
Contact:

Re: voip hyperlink in customer information panel

Post by crythias »

OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
andy1967
Znuny newbie
Posts: 15
Joined: 13 Jun 2012, 08:42
Znuny Version: 3.1.7
Real Name: Andy Grootens

Re: voip hyperlink in customer information panel

Post by andy1967 »

Hi crythias, thanks for you link to topic viewtopic.php?f=60&t=7787. I have figured most of it out now. The hyperlink is made in the config.pm

Code: Select all

[ 'UserPhone',        'Phone',       'phone',        1, 1, 'var',' http://web.voip.com?externalnr=$Data{"UserPhone"} ', 0 ,"_blank"], 
But I can't seem to find the right way to get the extention of the current user into the hyperlink.

I have used the Agents comment field to save the extention number in. However in the default.pm I cannot find this fields info to use. Could you please help me a little bit furter?

Thanks
Andy
crythias
Moderator
Posts: 10169
Joined: 04 May 2010, 18:38
Znuny Version: 5.0.x
Location: SouthWest Florida, USA
Contact:

Re: voip hyperlink in customer information panel

Post by crythias »

don't forget some voips can put commas or P in the phone number and pause before extensions, which means you could theoretically put the extension *in* the phone number (recommended). Or try UserComment, but no guarantees.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
andy1967
Znuny newbie
Posts: 15
Joined: 13 Jun 2012, 08:42
Znuny Version: 3.1.7
Real Name: Andy Grootens

Re: voip hyperlink in customer information panel

Post by andy1967 »

Hi crythias,

With extention I meant the internal phone number of the agent. This is part of the connection string and is saved in the comments of the agent. The hyperlink is build up like:

Code: Select all

http://web.voip.com?externalnr=012345678?internalnumber=105
This is a printscreen of the AdminUser page:
https://picasaweb.google.com/lh/photo/q ... directlink

Grtz Andy
crythias
Moderator
Posts: 10169
Joined: 04 May 2010, 18:38
Znuny Version: 5.0.x
Location: SouthWest Florida, USA
Contact:

Re: voip hyperlink in customer information panel

Post by crythias »

Thank you for the clarification. It doesn't change my answer.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
andy1967
Znuny newbie
Posts: 15
Joined: 13 Jun 2012, 08:42
Znuny Version: 3.1.7
Real Name: Andy Grootens

Re: voip hyperlink in customer information panel

Post by andy1967 »

Hooray! Got it working!

This entry in the config.pm does the job:

Code: Select all

[ 'UserPhone',        'Phone',       'phone',        1, 1, 'var',' http://web.voip.com/index.html?Action=call&Number=$Data{"UserPhone"}&LeadID=&AgentID=$Env{"UserComment"}&CustomerName=xxxxxx', 0 ,"_blank"], 
The voip system we're using work like this: the agent clicks on the phonenumber in the Customer Information pannel. This is a hyperlink to our voip portal which starts ringing the phone of the agent, and when he picks up the phone, the customers number is dailed. Pretty neat functionality!

Thanks crythias for your assistance.

Grtz. Andy
Post Reply