Customer Service

FROM and TO for In- and Outbound Phone Calls

Unfortunately the screen AgentTicketPhoneCommon don't display a customer user selection. As usually all communication screens in OTRS display a customer user selection (e.g. AgentTicketCompose), this is a missing feature in the current implementation. The in- and outbound phone call screens should save the article in the right configuration PLUS display a customer user search to define the FROM in AgentTicketPhoneInbound and the TO in AgentTicketPhoneOutbound.

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Idea No. 1308