CRM - Contact Center Integration steps

[Former Member]

Dear Experts,

We have implemented Contact Center 7.0.9.0.  Now we want to integrate it with CRM 7.0 EHP4 system. 

1. Can you please suggest the steps for the same, from CCtr and CRM end, as this is my first Contact center implementation.

2. While creating integration virtual unit, we were referring Contact center Adv.training material, there are certain parameters like Integrated program ID, Host name/SAP router path of SAP Gateway, Service of SAP Gateway etc. These fields are not present in Contact center 7.0.9.0 version.  How to proceed further in this case.  

Regards,

Nikhil JS

[former_member158363 · Accepted solution]

Hi Nikhil,

if this is your first implementation/integration, then follow the Integration guide here:

https://service.sap.com/~sapidb/011000358700000018252014E/BCM7-CRM7_Integration.pdf

You should find your answers there plus step-by-step guide for integration.

Hope this helps.

Regards,

Dawood.

[Former Member · Accepted solution]

Thanks Dawood. This guide is really helpful.

I am curious to know, as I mentioned above in point 2, where we can maintain these fields in version 7.0.9.0.  ?

Regards,

Nikhil JS

[former_member158363 · Accepted solution]

Hello Nikhil,

OK, I found what you mean - the picture in the guide is obsolete, as the SAPphone interface configuration has moved from VU variables to System Configurator some time ago.

The SAPphone is quite old RFC-based protocol, predecessor of current ICI, which is SOAP-based. However, the SAPphone is still necessary for some scenarios, which require bulk data tranfer - statistical data transfer to CRM and campaign transfer.

In the Integration guide, find chapter Outbound Campaigns and Automatic Dialing. There is description how to setup the SAPphone connection.

Just a note: for basic operations, you don't have to setup the SAPphone interface.

Regards,

Dawood.

[Former Member · Accepted solution]

Thanks Dawood for your guidance.

I have one doubt regarding OII.. Hope you don't mind .!

Integration VU is done. I have created corresponding HTTP connection in CRM pointing to Integration VU ip address. In connection test I am getting response as well.

While browsing OII page -> Start - > Invoke  : the status is coming as "activating". Is it correct ?

Or it should be "initialized" ? What to do in this case ?

Regards,

Nikhil JS

[former_member158363 · Accepted solution]

Hi Nikhil,

no problem, but I am not sure, frankly - you do not have to start/stop the OII from the page. I think this was mostly used back in version 5.5.

Simply start the VU from IA and if it is green, then it is running...

Regards,

Dawood.

[Former Member · Accepted solution]

Many thanks Dawood .

Regards,

Nikhil JS