Problem description:

On the agent's computer, the software "Siemens HiPath ProCenter Client is installed. When receiving a call the default window "contact details" will be opened by default within the Highpath Procenter client (see screenshot). The goal is to create a new phone ticket when a new call reaches the agents.

Solution:

The field "Adresse" in the "Contact details" window (see above) offers the possibility to open an external program when receiving a call. The path to the external program must be entered within the Hipath ProCenter Manager Application. The agents using the Hipath Procenter Client need a special permission to access the external program (see documentation of the Hipath Pro Center).

Enter the address of the external application within the Hipath ProCenter Manager

• Open the "Manager" Application and open the "Design Center"
• In the left Menue click on "Ressources" and afterwards on "Queues"
• Afterwards open the desired queue on the right side with a double click
   

• This will open a new windows (see Screenshot below). In the field "Address" enter the following:
   
• http://otrs-servername/otrs/index.pl?Action=AgentTicketPhone&Subaction=StoreNew&ExpandCustomerName=1&From=~SOURCE~
   
• Replace the string "otrs-servername" with the servername of your otrs-server. The phone number of the customer will be transferred via the variable ~SOURCE~. Save the settings. Afterwards a new phone ticket will be opened when a new phone call reaches the agents. More information about using parameters in urls for otrs could be found here.