SIP Applications

[NickMPN]

Forum,

We have a fully setup and functional Asterisk system here in the office which we primarily use only for outbound calls. My understanding is the WinAPP with the "SIP Addon" acts as a "SoftPhone".

My questions are as follows:

1. Can we answer incoming calls?
2. Will the program create a ticket or something of sorts for each call answered or made?
3. Will the program link the ticket to a recording file from Asterisk?

Regards,

Nick

[craigbrass]

1. Yes.
2. No. You need to manually create a phone ticket.
3. No.

[Jamie Edwards]

Hi Nick,

To answer your questions:

1. Yes you can - the SIP addon will work with Asterisk if configured correctly (for inbound and outbound calls).
2. No, it won't. You would have to do this manually.
3. No, it won't.

[NickMPN]

Any plans to make this happen in future? I think it would really great if you could at the very least have #2, if you could also get #3 with certainly PBX systems that would be an added bonus.

[Jamie Edwards]

In the next version of our product line we are looking to deeply integrate (for those who want it) the soft-phone features of the SIP addon with SupportSuite. However, there is no definite roadmap for this and likewise an ETA.

[Digital Mayhem]

#3 is possible but not through SupportSuite really you can setup asterisk to email the .wav or .mp3 file of the recorded call to say for example voiprecordings@yourdomain.com and then in supportsuite setup a mail parser it will the log a ticket but wont be assigned to that user or anything you will have to go in and manually do that youself...

[craigbrass]

I don't think uploading them to the core would be a good idea. This would take up lots of upload resources on your net connection unless it is an internal helpdesk. Saving them on the staff member's machine would be a good idea tho.

[Digital Mayhem]

yes craig that is very true thats why ours when it opens a ticket the ticket just has a direct link to the .wav file on the asterisk server...

The ticket shows...

Extension # of Staff Member who answered the call:
Caller ID Name:
Caller ID Number:
Duration of Call:
Direct Link to Recorded Call file:

[NickMPN]

Digital;

In talking about this today with some people in the office it shouldn't be hard to communicate with Asterisk to have it return the path that the recording is saved to. It could easily be placed in a user field or something with each ticket.

I am more interested to know how you made it so that SupportSuite creates a ticket upon receipt of each call. I think it would be incredibly powerful to be able to do something like that. I know I could write some type of script to interact with Asterisk but I would rather do it on the SupportSuite side, the idea would be that it creates a ticket and gives staff the ability to comment about the issue during the call. Then the information would be saved in the ticket and traced for any future follow-up.

Regards,

Nick

[Digital Mayhem]

NickMPN:


Well the way we have it is asterisk is set to send a email with the recording to aemailaddress@ourdomain.com only thing kayako does is via Mail Parser like any other email ticket so we didn't have to do anything special with Kayako everything we did is in the asterisk configuration files...

[NickMPN]

Thanks Steve. That seems like a reasonable solution. I wish there was further integration so call + tickets are attached to each other. Then you could really keep track of everything that happens and escalations etc would work out really well.