Is it possible to have phone integration with Jira service desk?

[Cathy]

Can anyone confirm if phone integration is possible with JSD, we would like to have the service desk recognise a caller if a client and serve up their account history.

We have Mitel 3300 phone system currently.

Thanks,

Cathy 

[aynura.nasibova · Accepted solution]

@Cathy - this article covers your question perfectly: https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-call-center-phone-integration

[Cathy]

Thanks very much :)

[adiedler]

Hello, a little bit old, but for us the same challenge. From the comments of @aynura.nasibova  the article shows only, how I can raise a new ticket in the Frontend.

Here, there is a incoming call on a software solution, the agent accept the call, get connected to the caller and now the magic should happen.

By phone number oder pre-entered case-id, the browser view of Jira SM should automatically open the case, that the customer has entered the number for and present it to the current agent, who is on phone with her.

[Dave Theodore [Coyote Creek Consulting] · Accepted solution]

Maybe this App?

[Cathy]

Thanks, I will take a look at this :)

[adiedler]

As the server and datacenter will be discontinued, this app is now EOL on 2024. No help in this use case here. Does anybody has another idea how to "remote control" the Jira browser window?

[Jeffrey Moses]

Use Java and Selenium. you can automate anything.