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Former Member
Jul 20, 2010 at 02:20 PM

CTI: Phone integration between Cisco Voice system and SAP CRM 7.0

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In order to do an integration between the Cisco Voice System and SAP with Danfoss we have a number of options.

We have already touched on the Cisco Contact Center Enterprise using the ICI interface to the interaction center.

But

we want to explore alternatives since the requirements from the users are somewhat simple.

The alternatives are:

1. TAPI on client pc

2. Cisco Contact Center Express

1

Cisco has suggested to use TAPI on a user client.

This raises the question as to how SAP can communicate with this. Do SAP have an app for a TAPI interface.

The way it should work is to pick up the calling A-number and have that transferred into SAP which then should return

a screen with customer data relating to this A-number.

It should be possible for the user to make dial out and the Cisco TAPI supports this. Question is if SAP can utilize this

So two questions to answer here

2

The contact center has the ability to transfer the calling a-number embedded in a HTML request which should lead to SAP

generating a screen containing the CRM data for the customer holding this particular telephone number.

Venlig hilsen / Best Regards / Mit freundlichem Gruss / Cordialement

Carsten Peter Carøe

Global Voice Communication Services

Danfoss A/S

Global Services

Nordborgvej 81

DK-6430 Nordborg

Denmark

Tel.: +45 7488 2944 (single number reach)