SAPphone in IC WebClient

[Former Member]

Hi,

Questions:

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How to integrate the older SAPphone into the IC WebClient?

The IC WebClient configuration (profiles) is geared towards the use of the ICI CTI interface but how to configure the SAPphone into the IC WebClient?

How when using the SAPphone is the IC WebClient agent mapped to a workcenter?

Thanks,

Patrick

[Former Member · Accepted solution]

This blog might help >

SAPphone versus ICI (Integrated Communication Interface)

John Burton

/people/john.burton/blog/2007/10/25/sapphone-versus-ici-integrated-communication-interface

[Former Member · Accepted solution]

Thanks for that but yes I've read this blog and it does state that SAP supports the SAPphone in the ICWebClient:

"SAP also supports the use of the older, RFC-based SAPphone interface (for telephony only) for IC WebClient customers - particularly for existing SAPphone users who have recently migrated from IC WinClient to IC WebClient and need to buy some time before switching to the newer, more powerful ICI interface."

The IC WebClient CTI configuration seems geared towards the ICI interface (which makes sense of course as this is the recommended solution) but if a company still wants to use the SAPphone is this also configured (and how) using the normal configuration? I noticed for example that in transaction CRMM_IC_MCM_CCADM there is a SAPphone checkbox.

Thanks,

Patrick

[Former Member · Accepted solution]

Hi Patrick,

As you noted, using IC Webclient with SAPphone is not the recommended solution, but provided for customers upgrading to IC Webclient to gain more time to select and implement an ICI based solution.

The first part of the configuration is the same as SAPphone with IC Winclient:

1. Define RFC destination to point to TCP/IP SAPphone CMS

2. Define SAPphone server using t-code SPHB (be sure to activate) (and optionally deflect group)

3. Define Agent settings for extension and login, point to SAPphone server (t-code SPHA) (optionally assign deflect group)

The second part is for assigning to IC Webclient

1. Define your CMS profile (t-code: crmc_ic_mcm_ccpro)

2. Create your communication management connection profile t-code: CRMM_BCB_ADM - in this case, just create a System ID - leave the Connection blank as the connection to the server gets pulled from your SPHA settings

Then you need to define and assign the CTI queues

1. Define: t-code: CRMM_IC_SPHQ

2. Assign: t-code: CRMM_IC_SPHQA

Then you need to maintain your CMS settings using t-code CRMM_IC_MCM_CCADM

1. Ensure the "SAPphone" check box is checked

Then you need to link the connection profile (system id) to the CMS profile using t-code: CRMM_IC_MCM_CCLNK

Finally, assign the Function profile "CONTACTCENTER" to your CMS profile from within your Business Role (IC Webclient Profile) customizing.

Hope this helps!

Sincerely,

Glenn

Glenn Abel

Covington Creative

www.covingtoncreative.com

[Former Member · Accepted solution]

I have the same problem, and tried what you say. It doesnt work !!!!!

How can I debug the porblem ? I checked and double checked everything and still nothing ...

Where can I look ? What am I missing ?

Please help.

Thanks

[Former Member · Accepted solution]

Hi Pedro,

Can you elaborate on "it doesn't work"? When you do a connection test in SM59 and then SPHA, does it succeed?

Sincerely,

Glenn

Glenn Abel

Covington Creative

www.covingtoncreative.com

[Former Member · Accepted solution]

Yup .. It works ... We are upgrading from CRM V5 to CRM V7 and in V7 if we use the old interface (CIC0) it works perfectly !!!!

The problem is with the new web interface.

Thanks

[Former Member · Accepted solution]

Hi Pedro,

There are more steps in telephony integration on webclient that I did not mention in my previous post (which was just the SAPphone specific ones). For instance the toolbar configuration. I would look there first and ensure that is configured correctly. Also, what does the webclient look like when you bring it up? do you get the workmode buttons displayed? etc.

Sincerely,

Glenn

Glenn Abel

Covington Creative

www.covingtoncreative.com

[Former Member · Accepted solution]

Hmmm ... I think its configured properly that part but I will look further ... Do you have any document on that, or point me a document about that ?

[Former Member · Accepted solution]

Hello.

I have same problem, I've configured with CIC0 but with Web Client doesn't run. Com Mgmt Software doesn't call to SAPPhone RFC.

Thanks in advance,

regards,

Víctor Muñoz

[Former Member · Accepted solution]

Hi Experts,

i have the same problem as mentioned above.

Are there some suggestions how to solve this?

Thanks a ton and kind regards

Hannes

[Former Member · Accepted solution]

Hi Hannes,

Did you perform these last 3 steps?

Then you need to maintain your CMS settings using t-code CRMM_IC_MCM_CCADM, Ensure the "SAPphone" check box is checked

Then you need to link the connection profile (system id) to the CMS profile using t-code: CRMM_IC_MCM_CCLNK

Finally, assign the Function profile "CONTACTCENTER" to your CMS profile from within your Business Role (IC Webclient Profile) customizing.

Also, be sure the business role you are logging into in IC Web is the same as the role you configured!!

Sincerely,

Glenn

Glenn Abel

Covington Creative

www.covingtoncreative.com

[Former Member · Accepted solution]

Hi Glenn,

thanks a lot for your valuable answers!

Now outbound calls from WEB IC are working with sapphone.

But what about simulating inbound calls via sapphone? I have no clue where to assign the queues to the user?

Please guide me into the right direction

Thanks a ton and kind regards

Hannes

[Former Member · Accepted solution]

Hi Hannes,

What CMS are you using? Can you receive direct calls to the user's extension?

Sincerely,

Glenn

Glenn Abel

Covington Creative

www.covingtoncreative.com

[Former Member · Accepted solution]

Hi Glenn,

thanks yor your fast response.

We are trying to connect SAPPHONE to IC Webclient.

Direct calls in sapphone simulation area are not working.

Outbound via IC WEB UI is working.

Can you point me where to look for?

We also found CMS_ROLE as function profile, do we need to assign this too?

Again thanks a lot for your support!

Kind regards

Hannes

[Former Member · Accepted solution]

Hi Hannes,

The CMS_ROLE is for integrating CEBP into the CRM Web Client (non-IC).

I have not seen the IC Web <-> SAPphone simulator used before, and haven't used it myself. Since it is not a event-driven API, you may need to just click the answer button when you have presented a call (even if you can't see the call in the call state).

Let's see if John Burton has any comments on this? (or anyone else)?

Sincerely,

Glenn

Glenn Abel

Covington Creative

www.covingtoncreative.com

[former_member187490 · Accepted solution]

Hello Hannes,

Can you kindly advise which tool you are using for attempting to simulate inbound calls to the IC WebClient via SAPphone? Are you using the Contact Center Simulator, the old (very old) SAPphone simulator, or some other test tool?

Thanks,

John

[Former Member · Accepted solution]

Hi John,

our scenario: connecting sapphone to IC web client in 7.0.

We followed the steps above to configure SAPPHONE für IC webclient.

Now we wanted to test /simulate inbound/ outbound calls. We tried to use the test functionality of sapphone, but i did not work.

Inbounjd calls are not shown in IC, although oubtound calls can be made in IC.

Is there any way to use the CCS simulator in conmnection with sapphone?

How can we test if sapphone really works?

Thank you very much for your help!

Kind regards

Hannes

[BSU · Accepted solution]

Hi Hannes,

I have the same problem, i can not find out what kind of methode i must take to test/simulate inbound calls and

when i make the call from outside with the function SPS_NEW_CALL, then only the SAPGUI-Popup from SAPPhone for this external call appears, but nothing is done in the IC webclient.

Do you know this problem and

thanks al lot to all for help

Kind regards

Bernhard

Hi John,

our scenario: connecting sapphone to IC web client in 7.0.

We followed the steps above to configure SAPPHONE für IC webclient.

Now we wanted to test /simulate inbound/ outbound calls. We tried to use the test functionality of sapphone, but i did not work.

Inbounjd calls are not shown in IC, although oubtound calls can be made in IC.

Is there any way to use the CCS simulator in conmnection with sapphone?

How can we test if sapphone really works?

Thank you very much for your help!

Kind regards

Hannes

[Former Member · Accepted solution]

Hi Bernard,

sorry, we finally decided not to use sapphone, instead we will evaluate SAP BCM.

I suggest, that you additionally open a new thread. Maybe you will an answer than.

Kind regards

Hannes

[Former Member · Accepted solution]

Hi Bernhard,

we are facing this problem too. Did you find any solutions for displaying incoming calls in ICWC?

Kind regards,

Leo

[Former Member · Accepted solution]

Glenn my friend

Please help me

I done all the steps and the CRM side works well, but my CTI vendor asking me that the CRM do not send to CTI the agent workcenter.

In my other projects i use the SAP CTI and when the CTI RFC is on line a screen before the IC screen is available to input the workcenter.

How can we do it at SAPPHONE scenario?

Into the agent configuration i have configured the workcenter "3500" and when the vendor force this workcenter the call is received perfectly in CRM. But in the really scenario we cant force it, it need to be inform by CRM correct?

Thanks in advance