Can anybody tell me how to install the soft phone tool in Interaction Center?

[Former Member]

Hi,

Can anybody tell me how to install the soft phone tool in Interaction Center?

Regards

Raju

[former_member158363]

Hello Raju,

in standard scenario, there is no installation of softphone into the Interaction Center. The standard scenario utilizes server-server integration, where the CRM (ABAP) server talks to a telephony server (CTI). The softphone is usually 3rd party software, which comes with the CTI. The integration with a specific CTI is done on a business role parameter level.

You can also use SAP CTI product, the SAP Contact Center (former name BCM - Business Communications Management). The softphone part run on the same operator's PC but in normal CRM integrated scenarios it is not used by the operator. Phone functions are then controlled from the Interaction Center's toolbar.

I have also seen a sophisticated partner solution for Genesys, which actually provides client-client integration between SAP CRM and the Genesys Workspace (the softphone). However, this alters SAP standard code and falls out of support by SAP.

Can you be more specific, what do you need to achieve? Do you have a specific CTI in mind?

Regards,

Dawood.

[Former Member]

Hi Dawood,

If I understand what you said, I do not need to install the CTI ( in my case siemens) on my PC? Right? How to get the Agent dashboard telnummer in my SAP CRM System?

I am little confused about the achitectur of the integration.

[former_member158363]

Hi Yoro,

it depends on your environment - if siemens provides some kind of SAP connector for CRM, then you can even work with deskphone. The CTI server is always responsible for communicating with both terminal and CRM server.

Example: customer calls through IVR and finally reaches operator with deskphone and CRM. The CTI server will ring the hardphone and at the same time sends signal Alerting with additional data to SAP CRM. The signal is communicated via SOAP using web service call.

The agent hear ringing from the deskphone and he can see on his CRM Interaction Center caller's number, associated name and company, which options the caller selected in IVR and so on. Now based on the CTI capability, he can click Accept in CRM and the call will picked by the deskphone, or he can reject the call, again from CRM.

In case you use siemens softphone then again, the CTI talks to both softphone and SAP CRM server. CRM simply does not care, whether the CTI channels the call to a softphone or a hardphone..

Ask your vendor for SAP connector for CRM, if there is any. Different CTI vendors supplies their connector (and usually license them separately). For instance, Genesys has Gplus adapter for SAP, Cisco offers its partner's solution from Bucher+Sutter, Solidus has also some licensed connector and so on.

What I have described is a server-server scenario. In such case, the CRM does not care where is the terminal, because the CTI takes care of it.

However, I have also seen one solution based on client-client integration. In that case, CRM Interaction Center talks to a softphone directly on operator's workstation. This is not supported by SAP and must be delivered on project basis.

Regards,

Dawood.