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Clarification about SAP CRM 5.0, SAPPHONE

Former Member
0 Kudos

Hi Buddies,

Long time no see.

Curently we are considering integrating SAP with our telephony system AVAYA. According to our vendor, there are 2 approaches: SAPPHONE or ICI connectors.

It is clear that ICI connector will be based on latest version of SAP CRM 7.0 which we do not install at the moment, thus we are more probally to use the SAPPHONE connection acting as interaction center middle ware.

However, it is somehow confusing about SAPPHONE approach. It is said to be neccesary to apply CRM 5.0 as system enviroment.

As I know, CRM 5.0, not like CRM 5.1 and later web application versions, is a component inside R3 system.

Is it neccessary to install CRM 5.0 first before activating the TCI via SAPPHONE?

Is CRM a middleware between SAPPHONE and telephony system or SAPPHONE itself is a component of CRM 5.0?

Is SAP CRM a mandatory component of ECC 6.0? In fact, I do not find it in 'Component version' inside our system.

Is SAPPHONE quite out-of-date and with limited support?

Do we need install new hardware for SAPPHONE?

Sorry for asking so many questions at the same time. We really need to clarify all misunderstandings before evaluating the approaches.

Thanks a lot in advance.

Jonnie

Accepted Solutions (1)

Accepted Solutions (1)

joaquin_fornas
Active Contributor
0 Kudos

Hello

For me the answer is easy: Forget about SAPPhone, which is quite obsolete and no longer supported and go to the ICI connectors, which is supported, more advanced technologically and with more functionalities.

Regards

Joaquin

Former Member
0 Kudos

Hi Joaquin,

Frankly speaking, we all understand that to use CRM 7.0 will be a much better choice in technical view: it is well supported and it enable the interface with much more media: phone, fax and email.

However, it would be quite a big project to install the CRM 7.0 products; besides, we would like to leverage the existing solutions applied in other reference customers. We could not throw the SAPPHONE approach unless it could not be acceptable at all. We know some companies are living with SAPpohe quite well...

Any more comment?

Thanks.

Jonnie.

VishnAndr
Active Contributor
0 Kudos

Hi, Jonnie.

I'd suggest to read about SAPPhone in CRM 5.0 on help.sap.com http://help.sap.com/saphelp_crm50/helpdata/en/65/06813775f13b4be10000009b38f8cf/frameset.htm

May be it will clarify some of your doubts.

Former Member
0 Kudos

Hi Anrei,

Thanks, I read through the help document besides trying find other documents in help.sap.com.

I guess I got it. SAPphone is a component inside CRM server as indicated by below help document:

http://help.sap.com/saphelp_crm40/helpdata/en/28/797b14a9cf4296b02742f641c18971/content.htm

******************************************************************************************************************************************

The CRM Server includes the IC WinClient framework and the following SAP applications:

· SAPphone

SAPphone provides a telephony function to the interaction center. It allows data to be exchanged between the CRM Server and the telephony component.

· SAPconnect

SAPconnect provides an integrated e-mail function to the interaction center. It enables communication management software to connect to the SAP system (for example, an e-mail server or SMTP server).

********************************************************************************************************************************************

Although it is a help document for CRM 4.0, I think CRM 5.0 should have the similar archtechture.

I would score you as helpful, however, I still would like to see whether I could get answers for below points:

Is SAP CRM a mandatory component of ECC 6.0? In fact, I do not find it in 'Component version' inside our system.

Is SAPPHONE quite out-of-date and with limited support?

Do we need install new hardware for SAPPHONE?

Thanks.

Jonnie

VishnAndr
Active Contributor
0 Kudos

Jonnie,

I'd state following:

SAP CRM is not a mandatory component of ECC.

SAPPhone as far as I know is older then ICI, based on RFC. It's just different from ICI. Just for your information the quote from

[Note 171201 - SAPphone Server: Versions and TAPI service provider|https://service.sap.com/sap/support/notes/171201]

At the same time, Version 2.5. 13 is the final version. There will be no version for Windows Vista, Windows 7, Windows 8, subsequent Windows versions, or for 64-bit architectures.

The last delivery is performed with the SAP GUI for Windows 7.20.

Alternatives are:

All CTI gateways that are certified for the SAPphone interface (BC-CTI).

CRM-specific solutions that have implemented the ICI interface.

The Business Communication Manager (BCM),

And the answer for your last question is in the very second sentence from [my link above|http://help.sap.com/saphelp_crm50/helpdata/en/65/06813775f13b4be10000009b38f8cf/frameset.htm]:

SAPphone provides an RFC interface which is used to connect external telephony software to SAP Systems. Third-party manufacturers can program a direct connection to the RFC interface or use the SAPphone Server delivered with the SAP System.

So there are two ways:

- direct connection to RFC interface (no additional server installation needed)

- connection to SAPPhone Server which is delivered with the SAP System (I think here you'll need an additional installation of SAPPhone Server itself; but nor sure).

You need to clearify with Avaya side which of integration scenario they are on.

Former Member
0 Kudos

that would be exactly I want to know. thanks, Andrei, I have scored you as settlement of this topic.

Answers (0)