ServiceDesk

We are in the process of implementing Service Desk 7.1 and are also looking at upgrading our phone system.  Has anyone looked at integrating a phone system into Service Desk?  If so what system are you using?  How do you feel about it?  What other systems are you integrating with.

Our goal is to capture as much data as possible when incidents are identified.  Ideally we would be linking a Service Desk ticket, screen capture of the service desk technicians PC during the call and a recording of the actual conversation.

I have made integrations for several systems. Most systems can trigger a command and you just attach the variables you need. You can make your phone system trigger an URL with the phone number in it. With some customizations the registration form can then look up the phone number in ServiceDesk and find the user for you automatically. Similar approach can be used with any variables your system can provide.