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.