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Forums Discuss HelpMaster Wishlist
Last Post 1/31/2008 3:50 PM by  Scott McRae
VOIP Integration
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Robert Gardner
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1/30/2008 5:47 PM

    One thing that would add to HelpMaster Pro in future is an integration into VOIP telephone systems using SIP.

    This would enable incoming phone calls to automatically popup a new job screen with the clients details already entered. It would use the CLI of the caller to lookup the phone number in the Active Directory and automatically fill out the userid .

    I believe that some of the high-end helpdesk software providers have this functionality. With the use of SIP, this functionality could be implemented cheaply and could possibly work out of the box with PABX vendors such as Avaya, Cisco, Nortel, Alcatel etc.

    Would this be something that PRD software would look at implementing in future?
    Rod Weir
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    1/31/2008 2:51 PM
    Hi Rob,

    Thanks for the post and welcome to the new HelpMaster Pro discussion board!

    VOIP is certainly a big thing these days, and it looks very much like PRD Software will be implementing our our VOIP system for internal use this year. This is a good thing, because it means that we'll also be looking to find a way to integrate this to HelpMaster Pro in some way. I like your idea about HelpMaster Pro automatically displaying a blank job screen, but with the client details already filled in. Perhaps it could also display the helpdesk history list for that client as well?

    We have a lot of good development ideas to implement this year, so I'll add this one to our list and see what we can do.

    If anyone else reading this would like to see this feature implemented, please post here so that we can get a feeling for how many people this affects. Let us know your integration ideas also. If the ideas keep coming, it will really help to give this feature / wishlist some good momentum.

    Best regards,

    Rod
    HelpMaster development team
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    Scott McRae
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    1/31/2008 3:50 PM

    Sounds like a great idea! It would be nice also to be able to dial with a click from the client screen, similar to the way you click the Web or Email button. I know this is being done with contacts in Outlook, but VOIP integration with AD would be sweet!

    Several organisations have their help desk staff confirm and update client details with every call that comes in. Maybe having the option do display the client/site details with the incoming call would be handy too.

    Helpdesks offering 24 hour support, or with branches around the world and in different timezones can use VOIP to route the call to a helpdesk that is open (Wouldn't that make SLAs even more fun! :)

     

    Any other ideas?

     

    Scott

     

     

     

     

    Forums Discuss HelpMaster Wishlist
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