Voicemail integration with SupportSuite

[noslzzp]

We have finally made some progress with our integration of voicemail into SupportSuite.

There were several problems that needed work:

1. The Unified messaging system we use creates wierd mime multipart headers. So we used fetchmail to grab the message and a custom perl script to munge the data, repacking it as an attachment that SupportSuite could use.

2. The perl script above takes the phone number from the voicemail message header, looks up the user in a table dumped from HSPc and if it finds a match, replaces the "From: " address with the user's email address and name we have on file (poor man's caller ID).

3. The result is a SupportSuite mail queue for voicemail. We can click the attachment, listen to the message and respond from the HelpDesk directly to the user, if the phone number -> email lookup was successful. Even if the phone number doesn't return an email address, we typically know the customer anyway and create a seperate ticket for their issue.

See attached screenshots.

[bobathtmldotcom]

The Document-Type header was being set incorrectly for attachments.

Apparently the $mimelist[] array used to be one-dimensional; in the current code it is two-dimensional, and so the reference to it in the attachments code needs the extra index.

Unified diff follows...

diff -u modules/tickets/functions_attachments.php~ modules/tickets/functions_attachments.php
--- modules/tickets/functions_attachments.php~  2005-12-19 16:19:12.000000000 -0500
+++ modules/tickets/functions_attachments.php   2006-03-07 07:27:04.000000000 -0500
@@ -193,7 +193,7 @@
                $extension = getFileExtension($_attachment["filename"]);
                if (!empty($mimelist[$extension]))
                {
-                       header("Content-Type: " . $mimelist[$extension] . SWIFT_CRLF);
+                       header("Content-Type: " . $mimelist[$extension][0] . SWIFT_CRLF);
                } else {
                        header("Content-Type: application/force-download");
                }

Will post further code as soon as (1) it's maintainable, and (2) I'm happy with it.

[Bconsulting]

Very very nice, will you be making this contribution available?

[noslzzp]

Yes, probably. We need to make the HSPc integration a little more comprehensive. Right now, it only looks up the main contact's phone number. There are quite a few tables with "Person" data in HSPc. I also want to get "auto-notify" working if there is a valid email address. I think we have the hooks already in place that update the phone number table when a customer changes their account info. HSPc's events are great for that - it's one of the best things they've done.

Will keep everyone posted.

[SteveLV702]

Any chance of making one that looks up the persons information in modernbill as thats what we use... Also for our phone service we use vonage broadband internet phone so would be really cool if the Rep can click on the customers phone number and it automaticly dials the customer # for the Rep.

[noslzzp]

No, we are not going to build for other platforms other than our own, but we will document the process well enough so that you could easily do it yourself. It should be trivial as all we're doing is dumping a table. All you would need to do is identify the table(s) that ModernBill uses for storing phone numbers. The perl script that sits in front of the cli parser should work for anyone.

Click to dial is really a function of your phone system/computer integration, if you already have it, it would work in this case.

We are in the Managed/Hosted IP Communications business and all of our gear is Cisco based. Can you retrieve voicemail via IMAP/POP with Vonage?

I see you're in Hampton Roads!

[SteveLV702]

With vonage you can retreive voicemail via Web at www.vonage.com its also sent to you via email as an attachment and of course can check over the phone by dialing your voicemail access number.

Yup me in Hampton Roads (Virginia Beach).

[SteveLV702]

and see that bobathtmldotcom is just a few miles down the street in Norfolk (next city over)

[netarus]

Great feature guys. When do you think it will be available?

Also, 'hi' to all the locals.

[Varun Shoor]

The fix for this is already in the latest CVS.

Regards,

Varun Shoor