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SAP Contact Center connection to hard phone

Hi Gurus,

We are implementing SAP Contact Center and SAP CRM. In our landscape we have a Gateway.

The connection with the hard phone is through Gateway or SAP Contact Center?

Option A:

Or option B:

Best regards

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4 Answers

  • Best Answer
    Nov 14, 2016 at 11:46 AM

    Hi,

    Our preference is our softclient (=CDT, Communication Desktop) + USB headset from the combatibility list which can be found from market place or help.sap.com. In that case you don't even need a hardphone.

    //Jukka

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  • Nov 11, 2016 at 11:45 AM

    Hey,

    So your question is which option is better? Based on the data I would not give any recommendation. To give recommendations deeper knowledge of the business case would be needed.

    What I can say is that both options can be used. There is anyhow few expections, for example Cisco hardphones are not utilizing standard SIP protocol and SAP cannot communicate with those. In such a case only option is via gateway and utilize MTD mode in SAP. If you have hardphones that are listed on SAP ICL list you can connect directly to SAP.

    All options have pros and cons, but as said cannot specify without details of business case.

    Regards,
    Jukka

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  • Nov 11, 2016 at 08:09 PM

    Hi Jukka,

    We have USB headsets.

    We would like to konw if we can connect the SAP Contact Center to PC terminal and use the headsets or if we have to buy a hardphone.

    Best regards!

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    Former Member
    Nov 25, 2016 at 07:36 PM

    Hi Frenando,

    Yes, you can connect SAP Connect Center (Cctr) in your desktop or laptop to a USB headset.

    Regards

    Ar

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