Integration an External CTI Software with SAP CRM 5.0 (WinClient)

[Former Member]

Hi Experts.

I'm trying to integrate an external CTI Software with SAP CRM 5.0 (WinClient). This CTI software is NOT Genesys, Avaya, or BCM.

So basically, we will need to specify all from scratch.

Requeriements:

1) Agent Screen Pop;

2) Automated Number Identification and BP Confirmation;

3) Softphone will be handled OUTSIDE SAP.

Questions:

1) Should I use SAPPhone or ICI for this integration?

2) What should I consider in this integration?

3) How complex this is?

Thanks for your help.

Best regards.

[Former Member · Accepted solution]

Hi fernando,

For Question 1:

ICI is used for Scenarios involving mutiple communication channels such as telephony, email, chat

SAP Phone supports only telephony related scenarios. So selecting ICI or SAP Phone will depend upon the channels you will be using for Interaction center scenario.

For other question please refer SAP Notes 1338389, 171201,1001703

Hope this may help you.

Regards,

Anubhav

[Former Member]

ICI = SAP Web Client (Cannot be used with SAP Win Client)

SAPPhone = SAP Win and Web - Can be used by both SAP Win Client and SAP Web Client but is not recommended by SAP to be used with Web Client)

Both of these protocols are expected to be used within the SAP products not by a "Softphone OUTSIDE SAP".

If you are integrating some third party CTI toolbar, we need to know what exactly you are trying to accomplish.

SAP Win client comes with its own Softphone functionality which is integrated into the CIC (Customer interaction Center) within SAP (SAP Transaction: CIC0). CIC can be configured to use CTI simulation so you can try it before placing any "real" CTI components into the framework.

If this is not what you are looking for and just want a CTI toolbar that communicates to SAP to retrieve data from SAP on incoming call to show who is calling... that may be possible as well as long as the software you are purchasing supports theses scenarios

[former_member290439]

Hi,

Basically for the below mentioned requirements:

1) Agent Screen Pop;

2) Automated Number Identification and BP Confirmation;

3) Softphone will be handled OUTSIDE SAP.

You can very well use SAPphone, as all the three requirements are related with Call and not with other channels (e-mail, chat). So no need to use ICI in this case.

1) Agent Screen Pop;

Your CTI vendor should support TAPI feature in order to avail the Real Time Screen Pop.

2) Automated Number Identification and BP Confirmation;

Once a call comes to an agent, the BP would be automatically identified(based upon the CTI Call Center Profile in transaction CICG) and would be confirmed automatically (based upon Search Profile in transaction CRMC_CIC_SEARCH_RULE)

Hope this information helps.

With Best Regards,

Vinod

[Former Member]

Hi,

May i know which CTI software are you using? functions are different in each CTI component

Regards,

Srini.

[Former Member]

It's a local brazilian one called TactiumIP.

We are planning to use ICI, but I don't know if I have to use all methods or just some to make the BP search and Identification by the phone number.

Can somebody help me?

thanks.

[Former Member]

I would like also to understand a little bit more about how to implement the SAP Note 707104.