On 3/13/06, Andrew Gray shimgray@gmail.com wrote:
What would be lovely is if we could magically create some OTRS-like system for phone calls. But that just wouldn't work...
Well, I'm not sure exactly what you mean, but where I used to work, we did exactly that. When things got busy, we put more people on the phones who simply took down details, they went into the equivalent of the OTRS (god that thing needs a decent, comprehensible name...), and were returned by support staff in chronological order. Worked ok. But not the same line of business.
Steve