Znuny4OTRS-CTI
Freeby Znuny GmbHcompany
Enables URL-based CTI to handle incoming calls by automatically opening customer or ticket screens based on the CallerID.
This package integrates your telephone system into Znuny or OTRS. For incoming calls, the telephone ticket interface is automatically displayed with the corresponding customer data (identified by caller ID). It supports the modification of the caller ID using regular expressions and allows linking to various screens such as the Customer Information Center via the 'Screen' URL parameter. The package ensures that the customer phone number is automatically available as a searchable attribute in the customer search.
Features
URL-based CTI
Trigger actions via a simple URL from your CTI client (e.g., AgentTicketPhoneCTI).
CallerID Mapping
Use regular expressions to clean or map incoming phone numbers.
Screen Selection
Define which screen should open (e.g., Ticket Create or Customer Information Center).