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How to setup SAP Contact Center Call Detail Records and CRM integration

I am setting up SAP Contact Center 7.0.7, integrating to CRM EHP3 SP3. One of the requirements is to send the CDR to CRM. Is there anyone who have done this?

I have searched on internet with no luck.

I have configured the RDI interface its working and I have created the CRM RFC pointing to RDI and its working. However there is a document I ready which says statistics data is handled via SAPphone interface. is this true?if so how do you go about configuring it? this is what I have done to test:

1. On BCM I enabled SAPphone

2. On CRM I configured the SAPphone server via SPHB tcode. Created an RFC where I register program and it's working ok. with this method I don't use the RDI .

Regards,

Shumba

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    author's profile photo Former Member
    Former Member
    Posted on May 11, 2015 at 12:22 PM


    Hi Dawood.

    Thank you . I managed to set it up. will upload the documentation soon

    Shumba

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  • Posted on May 10, 2015 at 03:26 PM

    Hi Zvabvira,

    you are on the right path. Call statistics are provided by RDI and communicated through SAPphone interface to SAP CRM. SAPPhone is still used for some services, which are not provided by the newer SOAP-based ICI protocol. I assume the reason is that the old-fashioned RFC-based SAPphone interface better handles bulk data transfer (campaigns, statistics)..

    Next step you have to do is to run transaction CRM_CIC_CTI_LOAD, where you use Statistic server created via SPHB transaction. Simply click the Upload to BW checkbox and for first load, I recommend to uncheck the Load only New Data checkbox.

    If everything is OK, data stats will land into CRM DB tables CRMD_CIC_CTI_H and CRMD_CIC_CTI_I.

    However, please be aware that:

    • There is no analytical functionality in CRM, this is in SAP BW and CRM is a passthrough system. The above mentioned tables are utilized by BW data sources (extractors) only.
    • In standard setup, the load transaction will not allow you to load data unless you have connected a SAP BW to your CRM system. The Upload to BW checkbox will be grey and clear.

    You can see more info in these discussions:

    http://scn.sap.com/message/14368732#14368732

    http://scn.sap.com/message/14474670#14474670

    Hope this helps.

    Regards,

    Dawood.

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