Call Center / Telephony / VOIP Support for JIRA

[Christian Schlaefcke]

Hi,

in a discussion with a customer regarding help/service desk provisioning I was asked if JIRA has any call center or telephony support. Searching the known places (Google, here) on that returned almost nothing and I am wondering if it would be worth to put some efforts on a plugin that would provide such features.

What comes basically in my mind would be the following:

- Fetch incoming calls, record them and attach sound files to JIRA issues

- Fetch incoming calls, apply speech to text and attach the text to JIRA issues

- Detect issue keys in recordings and add comments/attachments to existing JIRA issues

- Transition existing JIRA issues on incoming calls

- Attach caller information to issue with a call back function (click on the attached phone number)

- Maintain a phone book for registered users

- Text to speech: Get the details from a JIRA issue whith a phone call

What do you think? Any further ideas or suggestions?

Would you like to find something like this in the market place?

Cheers,

Christian

[Christian Schlaefcke · Accepted solution]

Hi,

the mentioned plugin really seem to be orphaned. Twillio actually looks nice but the user of the plugin would be tied to this product.

While looking for a more independent solution I played around with PJSIP/PJSUA which provides a rather powerful and flexible API for implementing VOIP based applications and it looks quite promising.

I will go on with this and try if I can manage to get it working as a kind of JIRA plugin and will let you know how I proceed.

Cheers,

Christian

[Dave Meyer]

Hi Christian,

I believe almost all of the features you described could be accomplished using Twilio's APIs and the JIRA REST API. There is an existing Twilio-JIRA connector in the Atlassian Marketplace, but it does not appear to be actively maintained.

If you're looking for someone pre-built, I think you might be out of luck. But if you're willing to build it yourself, I think it's absolutely feasible and you've got a great set of features outlined already. I expect you will want to build an add-on with Atlassian Connect. That will be the easiest way to deliver features like a "call back" button in JIRA. There's plenty of information for you to get started here.

Cheers,

Dave

[Christian Schlaefcke]

Hi Dave,

thank you for your hint. I will have a look at the mentioned connector. Sounds interesting :-)

Cheers,

Christian

[Rodrigo Borgia]

Hi @Christian Schlaefcke & @Pedro Medeiros ,

I work in the gamification area, essential for agent's motivation and productivity enhancement.

If you see value in opening a conversation, let's talk.

Have a great day ahead,

Rodrigo

[Pedro Medeiros]

Amazing, @Rodrigo Borgia !

Send me your presentation to my email, please: pedro.medeiros@plurisistemas.com

[Pedro Medeiros]

Hello! I know an excellent call center system with an automatic dialer and several other management features. I don't know if it would help, but here's my suggestion.

Pluri Sistemas

Sistema para Call Center