FAQs for Call Center for Jira Service Desk (Internal)

Overview

This page contains answers to the most frequently asked questions about the Call Center for Jira Service Desk app.

No. There is an existing improvement ticket CFJSD-38 for this request.

Currently, the app supports only the English language. We have an improvement ticket CFJSD-37 for this request.

No. We have an improvement ticket CFJSD-35 open for this request.

Yes. The file is being attached to the ticket in MP3 format.

Follow the steps below to debug the issue:

Clear plugin cache by deleting JIRA_HOME/plugins/.bundled-plugins and JIRA_HOME/plugins/.osgi-plugins (two folders only) . Stop and Restart of the Jira instance is required.
Make sure that JSD is installed prior to this app installation.
The best practice is to install the app directly from the Administration > Find new apps.

As we cannot integrate existing voice prompts with the app, we cannot switch off the voice prompts.

No; any regular provider number cannot be used with this app.

No; one needs to purchase new Twilio phone numbers. We have an improvement ticket CFJSD-64 for this request.

Yes, this is possible. However, phone numbers associated with AD profile will not work.

Yes. Workflow is the same for both. We can also customize the statuses for the customer view.

No. Agent needs to check the JSD queues to see various call options like Call Customer, Join Call, Answer Call.

For more related questions, do refer to the other external FAQ page, FAQs for Call Center for Jira Service Desk