The level of integration possible depends on what information can be captured:
■ A caller's Automatic Number Identification (ANI)
■ A caller's name via Caller ID
■ A caller-entered issue number
IssueTrak needs the caller's phone number to generate the Submit screen—which most systems can provide. (It is useful if the caller's name can also be captured.) This is the primary level of integration. IssueTrak needs a caller-entered issue number to generate the Issue View screen—which only more advanced systems can provide. This is the secondary level of integration.