Call center integration with jira Server

Negar Mousavi July 19, 2023

Hey Everyone

We want to integrate our level1 of our Call center with Jira.


I want to provide a new request type in my service desk jira project that the person who receives the call create that. but also i want the voice of the call attached to my jira issue automatically after the end of the call.
actually this request type contains fields that the person will complete and also fields that are completed automatically after the end of the call I want the attachment of the voice of the call or the code of the voice file automatically attached.

we are using VoIP and i want to integrate it with jira.

also i want to ask if there is any way that whenever the phone rings the create issue screen pop up in operator screen to be completed.

3 answers

0 votes
Rodrigo Borgia May 12, 2024

Hi @Negar Mousavi , good afternoon.

I created a gamification software for the call center industry. Can be integrated with mayor players.

If you can tell me which brand/software are you looking to integrate with Jira Service Desk, i can take a look on feasibilities for that.

Stay cool,

 

Rodrigo

0 votes
Amanda Williams
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March 29, 2024

Hey Negar! Integrating your call center with Jira is a smart move! I haven't done it myself, but I've heard good things about using https://www.mightycall.com/ for virtual phone systems. They might help with your VoIP integration. As for your request type in Jira, you might need to customize it with plugins or scripts for automatic voice recording attachments. It's worth exploring different options to make your workflow smoother. Best of luck!

Negar Mousavi May 12, 2024

Thanks for your suggestion Amanda
we have tried giving an API to our VoIP engineer and he called the API when a call initiates and through the API the issue will be created in Jira to track the whole journey of a call and

0 votes
Pavel Junek
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July 21, 2023

Hi Negar,

I'm afraid there is no such addon for Jira. I don't have any experience with this, but I couldn't find anything on the Marketplace.

Pavel

Negar Mousavi July 22, 2023

Thanks I agree but I'm looking for an alternative solution like developing an API maybe

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