CTI Integration with third party call center for inbound and outbound calls.

[former_member311550]

Hi Team,

AS per Admin Guide, Document Version: 1608 – 2016-11-16 page_number:632 (Computer telephony Integration)

In prerequisites- Mentioned that CTI Desktop client side application is necessary to communicate via built in adapter.

So my concern is

1. Is Client side application is necessary for only incomming calls or both inbound and outbound calls?

2. Can we develop complete logic for both inbound and outbound calls in the "SAP Hybris Cloud for Customer CTI Client Adapter" with out using Client side application?

3. Can we receive the calls direct to the C4C through CTI adapter with out using the Client side application on our desktop?

4. Can we trigger a call from c4c through CTI adapter with out using the Client side application on our desktop to the customer fom agent virtual number? Could you please share if you have any sample dail out logic for enabling inbound calling and outbound calling

Thanks & Regards

Mounika

[Pragya_Pande · Accepted solution]

Dear Mounika,

Client side application is needed for both inbound and outbound calls. The CTI adapter always talks to the client side application running on the same machine for sending outgoing call and it listens at a certain port and the client side application sends the incoming call to that port of CTI adapter.

Have a look at the 1st diagram in this blog. This shows how the CTI adapter works(albeit with the new RUI widget concept).

https://blogs.sap.com/2017/03/13/whats-new-in-1702-sap-hybris-cloud-for-customer-call-center-integra...

Best Regards,

Pragya