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Former Member
Nov 20, 2009 at 10:04 PM

Customer Interaction Center Telephony DTMF Tones

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We are Implementing CIC with Telephony Integration

System Details: SAP CIC on CRM 2007 (Version 6.0)

SAP ICI ( BCB/ICI version 3.00.64507 )

CISCO UCCE as Contact Center Software

CRM SAP Connector:1.0.1, ES11

ICM: 7.5.2

We have a Requirement to Add Buttons on SAP Customer Interaction Center (CIC) Web UI . Will be used by CIC Agent to set the Priority/Recording of a Call ( High etc ) Leveraging CISCO UCCE and E-Loyalty.

Functional Flow:

While on a call , CIC Agents pushes u201CHigh Priorityu201D Button on CIC à CRM/CIC returns u201C1u201D through CISCO CRM Call Connector

CISCO CRM Connector pass that value to CISCO ICM , which then sends request to eLoyalty server/application to begin call recording.

Design Consideration:

We know we can easily add a Button on the CIC Interface However passing the variable value '1' to the CISCO CRM Call Connector when Clicking the Button , the thought is can we Leverage the new SAP CRM CIC Feature DTMF (Dual Tone Multi Frequency) Tones.

IS THIS SOMETHING ANYONE HAVE DONE SUCCESSFULLY IN A CRM CIC IMPLEMENTATION ?? WILL APPRECIATE ANY THOUGHT , RESPONSES

Edited by: SKP on Nov 20, 2009 4:05 PM