Integrate osTicket, LiveHelper Chat and OpenVBX(Twilio)
OpenVBX is Powered by Twilio and is great for many reasons, however it has limitations that we need to work around in our call center environment
The OpenVBX UI is not agent friendly and allows agents to access functions that they should not have access to. Therefore, allowing agents to directly log into OpenVBX is no longer an option me.
We use osTickets to document calls, chats and emails for different customers. Everything is handled in osTicket accept the calls and chats.
Chats are handled through LiveHelper Chat which is also open source.
Herein lies the first problem...too many logins and Agent Dashboards
We need for OpenVBX (twilio) calls to be integrated with osticket. When need osticket to also be integrated with LiveHelper Chat. This will allow agents to the ability to log into one Dashboard which on the backend will actually log them into 2 dashboards (openvbx and osticket).
LiveHelper Chat has a 3rd dashboard to log into, but this is not an issue. There is an extension that we can provide to you that allows LiveHelper Chat to call the osTicket api which will allow a ticket to be created in osticket once a chat is initiated. (This is the only integration we need with livehelper chat...the installation of the extension)
In order to accomplish the goal, the following is needed:
Integrated Agent Dashboard
[url removed, login to view] an agent logs into the osticket dashboard, the agent should automatically be logged into openVBX (without the need to see the openvbx dashboard of course)
2. A small browser phone/dialer needs to be added to the side panel of osticket UI so that agents can easily transfer calls to other numbers, extensions or SIP numbers as well. The dialer needs to have outbound abilities which will also need to call the openvbx(twilio) api.
Currently when an incoming call is received, the user hears menu options. Upon selecting an option, the caller is then transferred to the appropriate department. If there is no answer, the caller needs to be put in a queue for the department they are holding for (with hold music) and automatically transferred to the next available agent (there are openvbx plugins for this as well that we will send)
4. The incoming call should ring the agent's browser phone that you will create in the osticket Agentd dashboard. Once the call is connected, osticket will need to generate a ticket automatically by calling the OpenVBX (Twilio) api. The agent will then already have an empty generated ticket on their screen. From here the agent can assist the caller.
5. As mentioned before, the agent needs the ability to place calls on hold (with music) and transfer calls from the browser dialer/phone to other numbers/SIP also, internal extensions and to external numbers. The ticket that is created should follow the transfer and be available to the agent the caller is sent to.
6. Agent needs the ability to control their online status. Agent should have the option to place themselves into a "Not Ready" or "After Call" status until they are ready to receive the next call.
osTicket is great with tracking ticket handling and reporting, however with this new system in place, we need call tracking/reporting as well.
Call reporting is necessary for quality assurance (there is an openvbx plugin for recording a call), the recording should continue even after a caller is transferred. Reporting should always clearly identify the agents on each report and be integrated with osTicket.
osTicket Admin Dashboard
This is where we should see the call reporting, but no other changes should be added here.
Lastly, in osTicket the agent has the option to change their database username and password. When an agent changes these in osTicket, it should automatically change the information in the backend of openVBX (twilio) as well.