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Is SAPPHONE quite out-of-date and with limited support?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