Cisco CTI integration

[Former Member]

Hi Experts,

I have a very good architecture and landscape knowledge of CTI. But I need to know where to start the config settings. Can you give me a doc on series of steps to set up the integration between Cisco ICM/UCC with SAP CRM via 3rd party connector. I am new to this. So give me good guidance.

Thank you,

John

[Former Member · Accepted solution]

Hi

in SAP CRM you need to create SAP RFC connection to CTI (tcode sm59),

and later to create Location Serwer (tcode sphb). you will have to create queues in CRM.

also configuration of IC Profile in CRM is needed to be able to log into tcode CIC0.

Regards

Radek

p.s.if you have any documentation about CTI CIsco or others will you be able to send by email?

[Former Member · Accepted solution]

We are using AMC to integrate to Cisco

IMG

- SM59

- communication method in ic webclient config

- assign to ic profile as contact center

non transportable t-codes

- CRMM_BCB_ADM

- CRMM_IC_MCM_CCADM (need 1 dummy que)

- CRMM_IC_MCM_CCLNK

need to do the IMG 1st as needed in the other steps.

[Former Member · Accepted solution]

hi glen,

Thanks for your response.

We exactly plan to do the same. Our CTI integration is not yet started. We only have it documented. I am now trying to simulate CSS and start the config.

Let's keep in touch.

Many thanks,

John

[Former Member]

Issue resolved.

[Former Member]

Can you please describe how you have resolved the issues .. any documentation.

Please post.

Regards

Bhushan