| OpenTT provides small and medium-sized enterprises
with a solution to the problem
of managing
request through the integration
of: |
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- A powerful request management engine
- A simple and intuitive container for structured
information in the form of question/answer
or title/content (FAQ - Frequently Asked
Question)
- A sophisticated graphical reporting tool
to keep the situation under control
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| Functionalities |
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| Trouble Ticketing (based on OTRS) |
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- Opening of calls via web
- Opening of calls via email
- Opening of calls via telephone through an
operator (available integration for CosmoCall
and leading multimedia contact center software)
- Opening of calls via "batch" interface: perl script that can be run locally or remotely
- Management of users, groups and security
policies (with local database or LDAP server)
- Management of multiple request queues
- Management of priorities, alarms, ready-made
replies
- Resource accounting
- Multilingual support
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| Frequently asked question (based on phpMyFAQ) |
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- Division of subjects into categories and
sub-categories
- List of the most frequently read articles
- List of most recent articles
- Free text search
- Management of user feedback
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| Graphical reporting (based on Cewolf) |
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- Trend graphics
- Dashboard with real time indicators
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| Technical Features |
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| Technologies |
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| OpenTT is a completely web-based application: there
is no client software to be installed, no
Java applets to be downloaded, or any ActiveX
components used; it is compatible with the
most popular browsers (Mozilla, Internet
Explorer, Konqueror, etc.) in Microsoft Windows,
GNU/Linux and Mac OS X environments. |
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| All the software in the system - operating
system, database and application server,
original application modules, integrations
and extensions implemented by Primeur - is
distributed with licenses approved by the
Open Source Initiative (http://www.opensource.org/licenses). |
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| Performance, scalability and reliability |
|
| The solution is certified for volumes of
1000 requests per day, and can be implemented
in single node, "cluster active/standby",
"cluster active/active" configurations
to guarantee the levels of reliability and
scalability required by the customer. |
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| Integration with other systems |
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| The solution can be integrated with the main
system management solutions and the most
widespread contact center systems: there
is a bundled integration available with the
"Cosmo Call" multimedia Contact
Center system. |
