I agree. I expected to see more discussions like yours but it seems most people are not using if for phone support. However, that is our primary use for it. I know it would save us loads of trouble if we had something like this. The biggest problem currently is that osTicket maintains its own database of users with no integration to other programs. Our CTI pulls user data from Outlook (not possible to pull from osTicket) meaning we have contacts entered in both Outlook and osTicket. Instead of having a universal storage location for all customer data, we are forced to work in the 2 programs. That means if the contact is updated in one, it should also be updated in the other, aka twice the work and a huge chance for error and mismatching information. It may be possible to write some sort of SQL query set up with CRON to update the info automatically but that's a bit over my head. As I said, an integrated CTI solution would be ideal and a very appreciated feature :)