ticket creation via IVR/Telephony

 
Author
Message
SysAider
12
 
Hi,
We want to integrate our 3CX IP Telephony System with Sysaid for automatic ticket creation via telephony.
We are using an unique id for every asset in "Company Serial" field. They are like "123123" we use this logic as first 3 numbers is the company id and the last 3 digits is asset id.
Anyway...
We are getting this id via our system and can use somehting like POST (web service) method for IVE to create ticket automaticly in sysaid.
Anyone has experience on this?
The scenario is;
- IVR ANSWERS THE PHONE AND ASKS FOR "COMPANY SERIAL"
- IF CORRECT DIGITS APPEARED FOR A "COMPANY SERIAL" THEN OUR IVR ASK FOR A SELECTION OF "CATEGORIES" LIKE FOR COMPUTER ERROR PRESS ONE FOR PRINTER ERROR PRESS 2 ETC...
-THE USER INPUTS THE CATEGORY THEN OUR IVR SEND A POST TO SYSAID SERVER WITH "URI" "WEBSERVICENAME" "CONTENTTYPE" "CONTENT" ETC...
SysAid Community Manager Product Team
4492
 
Hi mehmetalidemirci,

I think this depends on your Telephony systems and/or other systems it's connected to. Are we talking about API calls? Please refer to our API Guide.
Can it send emails if not API? Then it's best to configure Email Rules to filter its message and apply specific changes.

Thanks,
Danny