cancel
Showing results for 
Search instead for 
Did you mean: 

C4C CTI Integration

Former Member
0 Kudos

Hi,

Does C4C CTI integration support Genesys telephony system?

Can anyone share any information on this?

Regards,

Subhasish

Accepted Solutions (1)

Accepted Solutions (1)

Former Member
0 Kudos

Hi Subhasish,

It is possible to connect C4C to Genesys.  It requires customizing the Genesys softphone to make a simple localhost http call, to pass information into C4C. 

You can find the details in the Service Marketplace: 

https://websmp205.sap-ag.de/~form/sapnet?_FRAME=CONTAINER&_OBJECT=012002523100007180522015E&_SCENARI...

Kind regards,

Gab

Former Member
0 Kudos

To be more accurate, the local http call will be to the C4C CTI adapter client whichp every user will need on their PC.

Answers (2)

Answers (2)

Andreas_S
Participant
0 Kudos

Hi,

Does C4C CTI integration support Vocalcom telephony system?

Kind Regards,

Andreas

Former Member
0 Kudos

Hi Andreas,

The CTI integration to C4C is client-side.  If the telephony provider has a softphone running on the agent's machine, and the softphone can be enhanced as described in the integration guide, then C4C can be integrated with it. 

Kind regards,

Gab

Former Member
0 Kudos

hi

it doesn't look like there is any softphone capability provided here?

only the ability to pass through the CAD information from the inbound call and switch

any one know

hi thierry by the way

Former Member
0 Kudos

Who is hiding behind Capgemini UK (very impersonal!)?

No, no softphone capability for the time being.

Former Member
0 Kudos

Hi there,

Correct, the softphone features (pick up the call, hang up, forward, etc.) need to be delivered and consumed via the telephony infrastructure.

What C4C provides is the ability to receive the call data (phone number and anything else collected via IVR) as soon as the phone rings, and to use it to trigger a customer/ticket search.  If the caller already exists in the CRM, the agent will therefore be able to see the customer data as he or she picks up the phone.

Our roadmap for next year includes a deeper integration to telephony systems to expose a subset of capabilities directly from the C4C UI, but that's a few releases down the road.

Thanks,

Gab

Former Member
0 Kudos

hi Thierry

it's none other than me - Nathan

hope all is well.

thanks for the response. I thought this was the case.

Former Member
0 Kudos

Hi Gabriele,

Can I already find some more details on this deeper integration to telephony systems that you mention? I am working on a C4C CTI integration for one of our customers so I am interested to see the future possibilities here.

Thanks,

Bianca

Former Member
0 Kudos

Hi Bianca,

A few more details will be available later in the year, after Sapphire.  We basically plan to integrate C4C with other products in the portfolio that do provide deeper telephony integration. 

From a C4C standalone perspective, we will keep supporting and fine tuning the existing capabilities, but we will not provide out-of-the-box softphone controls within Live Activity.  Partners may be able to deliver this functionality on a project basis.

Kind regards,

Gab