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How Cisco Finesse will push URL to SAP C4C CTI Cleint Adapter?

Nov 17, 2016 at 03:13 AM

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Former Member

Hi,

Greetings!

I am working for a customer in Europe and he has Cisco Finesse as CTI solution deployed on his local machine using which he answers call. Now, we are integrating Cisco Finesse to SAP C4C system using SAP C4C CTI Cleint Adapter. We created PoC using popup option in Cisco Finesse and sucessfully integrated it to SAP C4C CTI Cleint Adapter and getting call in SAP C4C's Live Activity pane. But this integration is generating additional popup before pushing data to SAP C4C CTI Cleint Adapter.

Customer is not agreeing to go ahead with this additional popup as it will divert agent's attention and also require additional clicks to receive the call in C4C system.

Is there an alternative way in Cisco Finesse or SAP C4C CTI Cleint Adapter to complete integration without additional popup and/or clicks?

It will be of great help you provide information about working solution.

Regards,

Amitabh

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2 Answers

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Former Member May 11, 2017 at 08:20 PM
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I am also looking for this. my customer is migrating from another CRM to SAP C4C and is using CISCO UCCX 10.6. Is there any case study and solution details available for this integration?

my customer is looking for profile popup for inbound calls.

regards

ashok bharyok

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Former Member Dec 20, 2017 at 06:35 PM
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Team,

We built a connector to integrate SAP and CCX or CCE from Cisco. http://www.expertflow.com/sap-crm-cti-connector

We also built a Multimedia Connector for UCCX http://www.expertflow.com/uccx-media-routing - so that you should be able to forward emails and chats to your SAP CIC. We haven't integrated this yet with CCX, but the base components (Mediarouting for Cisco UCCX) is there.

A completely alternative approach would be a SAP gadget within Finesse: SAPUI5 supports HTML5 which also supports OpenSocial and gadgets. It should be possible to embed a SAP element (or SAP Fiori) as a gadget inside of Finesse Container. Haven't implemented this in a production environment yet, but we have the relevant Finesse developer knowhow to do this in case you're interested.

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