Retail Engine, 2026

Changes for page Call Center

From version 10.1
edited by Anastasia Lozinskaia
on 2026/09/09 04:30
Change comment: There is no comment for this version
To version 9.1
edited by Mariia Safronova
on 2026/09/07 11:28
Change comment: There is no comment for this version

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Author
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1 -XWiki.alozinskaia
1 +XWiki.safronovams
Content
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3 3  
4 4  (% class="box infomessage" %)
5 5  (((
6 -In order to be able to process customer requests using the Call Center, as well as close tickets created in [[OTRS>>doc:Main.Usage.Feedback.WebHome]], there is a need to connect a special [[plugin>>doc:Main.Installation_and_configuration.Extra_modules.Plugins_and_adapters.Plugins_list.Feedback_plugins.WebHome]].
6 +In order to be able to process customer requests using the Call Center, as well as close tickets created in [[OTRS>>doc:Main.Using.Feedback.WebHome]], there is a need to connect a special [[plugin>>doc:Main.Installation_and_configuration.Extra_modules.Plugins_and_adapters.Plugins_list.Feedback_plugins.WebHome]].
7 7  )))
8 8  
9 9  == Asterisk ==
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19 19  == Call Center in Retail Engine Platform ==
20 20  
21 21  |(% style="border-color:white; width:294px" %)[[image:Arcitechture2_upd.png]]|(% style="border-color:white; width:1196px" %)(((
22 -When an operator receives an incoming call, a notification window is displayed with a link to go to the **Call Center** section in Retail Engine Platform. At the same time, a new ticket is created in the [[ticket processing system (OTRS)>>doc:Main.Usage.Feedback.WebHome]].
22 +When an operator receives an incoming call, a notification window is displayed with a link to go to the **Call Center** section in Retail Engine Platform. At the same time, a new ticket is created in the [[ticket processing system (OTRS)>>doc:Main.Using.Feedback.WebHome]].
23 23  
24 24  Further communication between the Agent and the caller is based on the needs of the caller. All agent actions are saved in the ticket. [[Typical scenarios for processing requests >>doc:.Typical_processes.WebHome]]contain various options for resolving issues related to the activation and use of bonus cards, as well as updating customer credentials.
25 25  )))
Created 2024/06/05 09:05
Last edited 2026/09/09 04:30

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