UCCX 8.5 integration with OTRS

[SvetomirS]

Helllo,

Does anyone have an idea how to integrate UCCX 8.5 Premium with OTRS (Open-source Ticket Request System)?

I need to have system that opens ticket automatilly when agent answers the call.

I am new in UCCX so I do not even know where to begin... So, I would appreciate any help.

Thanks in an advance,

                                Sveta

[anchoudh]

Hi Sveta,

I am not sure about this integration but would like to get you some helpful links.

Please refer the below CDA guide for CAD customization

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cda85ccxug-cm.pdf

Data sheets of UCCX and CAD,

http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps1846/data_sheet_c78-629807.html

http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps427/data_sheet_c78-627272_ps1846_Products_Data_Sheet.html

UCCX comp matrix,

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf

May of some kind of help to you.

Thanks,

Anand

[SvetomirS]

Hi, Anand, thanks for your reply.

I have read these docs before and it did help, but I still miss the main idea.

I was thinking about doing everything with Voice Contact Work Flows from CDA. It should be like this: when agent answers the call, it automaticly opens OTRS, login the agent and then fills in required fields.

But I do not know if this can be realized as I have just mentioned, and I also don't know how to do all of these things....

So, I would appreciate any ideas.

Thanks again,

                    Sveta

P.S. I know for sure that UCCX can be integrated with OTRS.

[SvetomirS]

Anyone please... I really need help...