Cisco cti integration guide how to#
Cisco cti integration guide install#
Cisco cti integration guide full#
Cisco cti integration guide software#

Cisco cti integration guide software#

In the IMG activity вЂњDefine Communication Management Software ProfilesвЂќ enter an ID and description of your communication management software profile.ДЈ. Use transaction SM59 to define an RFC destination in the folder вЂњHTTP Connections to External ServerвЂќ that points to your CTI server.Дў. Once you have installed and configured the external CMS software, the next step is to set up the integration with the SAP CRM system. Refer to section 2 of the article, вЂњSet Up BCMвЂќ which focuses on the steps necessary to configure SAP BCM. In addition, there are many third-party systems integrators who have expertise installing particular CMS products.ДЇor an example of the type of steps required to implement a CMS systems, you may want to take a look at the following article, вЂњConfiguring SAP BCM and SAP CRM Interaction CenterвЂќ that focuses on the SAP Business Communications Management (BCM) communication management software product вЂ“ which provides CTI and related multi-channel capabilities.

Cisco cti integration guide install#

Most CMS vendors also have a professional services organization that can help install and deploy their software. The set up and configuration of the external communication management software should be handled by an expert who is familiar with the product in question this person will mostly likely not be an SAP resource. The person handling the SAP set up should be an SAP expert and need not be proficient with the particular CMS product being used. This set of steps involves IMG configuration, SAP menu activities, and a couple of SAP Notes. Next, the SAP CRM system must be configured. First, the external communication management software must be installed and configured by an expert who is familiar with the CMS product being used this resource will usually not be an SAP expert. Integrating external communication management software (CMS) with the SAP CRM Interaction Center requires two separate set of steps (and two different sets of resources). For more details, see my blog вЂњWhat is Computer Telephony Integration (and Why Do I Need It?)вЂќ What is Computer Telephony Integration (and Why Do I Need It?).

Cisco cti integration guide full#

However, SAP CRM does provide a certified interface with which to connect these external products to the Interaction Center for full integration. Rather, these capabilities are provided by external contact-center infrastructure products вЂ“ such as SAP BCM, Avaya, Cisco, Genesys, Siemens, and so on. However it is important to note the Interaction Center does not include any underlying CTI capabilities such as BPX/ACD, IVR or telephone systems. The SAP CRM Interaction Center provides a toolset of agent-facing productivity tools to handle the business-facing or transactional aspects of a customer interaction. Therefore SAP uses the term communication management software (CMS) to refer more broadly to software that provides multi-channel communication including telephony, email, Web chat, etc. Note: CTI typically refers only to вЂњtelephonyвЂќ integration. For example, CAD can be used to automatically retrieve and display a customerвЂ™s sales order, service ticket, or other business transaction. Computer telephony integration also provides other benefits such as the ability to use call-attached data (CAD) collected from an IVR system inside the Interaction Center. Instead of manually searching for a customer, CTI allows automatic customer lookup and identification (also known as вЂњscreen popвЂќ). Integrating your telephony system with your SAP CRM systems increases agent efficiency, usability, and accuracy while reducing average handling time.

Cisco cti integration guide how to#

One of the most commonly asked questions by SAP CRM Interaction Center customers is how to integrate computer telephony integration (CTI) software with the Interaction Center.