Phone Integration with SAP GUI screen.

[niranjan_yerraguntla]

Hello,

I am not sure if this is right forum to ask this question, but since CRM uses so-called Interaction center, thought to ask.

We just use SAP ECC 6.0. No CRM since we don't have Business Suite License. We are in a roofing industry so customers call us if they have any leaks on roof. We use 'Service Notification' (IW51) to create Notification in SAP When we get calls in SAP. We would like to know if SAP has any functionality to set-up interface in this area so it pops-up or provide 'Soft phone' options on SAP GUI screen when customer calls. Based on the Telephone #, we would like to get Customer contact details, Sold-To # , History of calls etc. I read a little documentation where they talk about installing 'Business Communications Management'(BCM). I am not sure if this can be installed for SAP installation with just ECC 6.0 and no CRM.

Pl let me know or give me some directions on how we can proceed further.

Any help is appreciated and rewarded.

Niranjan

[Former Member]

Hi,

if I understand you correctly - if you use CIC0 tcode you will have there buttons that control telephony functions. Inbound call will be displayed on top of a screen. This is a SAP GUI tcode so SAPphone interface may be used to telephony integration. When inbound call will reach CIC0 , SAP will display basic information about the customer (customer will be found based on telephony number passed to SAP from telephony system). If I remember CIC0 in SAP ERP properly there was no history of contacts (which is available in CRM) so you can create button in Action Box to create report with it. The same you can do for openin IW51 tcode.

Regards

[former_member187490]

Hello,

Radek is correct about the Customer Interaction Center (CIC) in ERP via transaction code CIC0. In addition, you will also need some software like SAP BCM to enable the CTI integration and screen pop.

Regards,

John