CUCM integrated ticketing system

[michael0627]

Hi all,

Does anyone know if there's a ticketing software out there that will automatically pop-up after a user gets off the phone so they can document the reason for the call?

I had a manager just request this so her employees are basically forced to document each call they take after their done with them. 

We're on version 7.1.5 right now but looking into upgrading shortly.

Thank you.

[Chris Deren]

How about Client Matter Codes? Though that would be only for outbound calls.

Chris

[michael0627]

Yeah, she wants something that will pop up on the user's computer screen.  So the users would obviously have to use their soft phone.  I just don't think such a thing exists.

[brmeade]

You could write an application that would use CTI to dial the number and also ask for the reason for the call.

[kdesmedt]

Dears, any developments on this? Have the same question and goal but up to now no luck.
thanks,
Karla

[Ratheesh Kumar]

Hi there

If you are using Contact Center then you can add these users as agent and configure Wrap-up codes. Wrap-up codes are basically summarized codes of what happened during that call. For instance if an agent in a finance department get a call and soon after the call the agent can tag a call as 'billing query', and the resolution as 'query resolved'. It is simple, easily understandable, and quick to record. 

Also for help desk agents they can tag the calls as Email password reset, hardware issue etc.

In general call center environment these codes are also known as call codes or disposition codes.

Hope this helps!

Cheers
Rath!

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