Getting into this EAP, so much potential.
I think a great out of the box feature would be the following.
I am confident one could do this with a bit of API work but would like to see some "use case option" to address this for ease of use.
1. End-user calls into voice
2. Agent recognizes or authenticates end user
3. Agent identifies open tickets and asks end-user if call is regarding their open ticket
4. If yes, transfers call to assigned Agent on referenced ticket