Improve CTI / open user profile or new ticket screen based on last customer activity

[martini]

Infos:

• Used Zammad version: 3.2
• Installation method (source, package, ..): any
• Operating system: any
• Database + version: any
• Elasticsearch version: any
• Browser + version: any
• Ticket-ID: #1050554

Expected behavior:

• Open user profile of caller if calls calls tickets have activities within the last $ (default 4) weeks.
• In all other cases use the current default behavior (open new ticket screen).

Actual behavior:

• A new ticket mask is automatically opened when an agent answers a phone call (even if the customer has already open/active tickets).

Steps to reproduce the behavior:

• Configure your your CTI to open new ticket screen when an agent answers a phone call and search for the recent tickets of the pre selected customer.