CIC and CAD (CTI Integration)

Hi,
I am new in the topic of CIC enhancements and now I have to create the following functionality:
I want to use the confirm button in the BP Search of the CIC to sent the business partner information back to the connected CTI.
This information is then used to launch an additional piece of software which shows additional bp information.
Can anyone give me some hints about the CIC eventhandling and where to find the correct eventhandlers for enhancements?
Does anyone know how to start CIC enhancements?
Does anyone know how to use the CAD mechanism for sending data to the CTI?
Thanks in advance.
If anyone has some howtos for CIC enhancements please sent them directly via mail: [email protected]
Forty2

Hi,
I have kind of similar requirement, could you please send me the technical flow between contact center ans IC WEB. Are there any standrad classes which need to be extended?
Thanks,
Rahul

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IC clients and CTI integration

guys, I am new to CRM and need some clarification on the web/Win IC clients and the CTI integration. My questions are as follows:
1) Do I have to have a java stack of the CRM sytem to use the Web IC client ?
2) Is it possible to use the Web IC client in a ECC system ? If so, how ?
3) What really is win client ? How is it different from using CIC0 tcode ? Can Win IC client be used in a ECC system or is it only used in conjuction with a CRM system ?
4) Is the ICI inferface only for CRM and sapphone is only for ECC ?
5) If we need to connect a CTI system like cisco PBX to a CRM system for incoming and outbound calling, would we connect it to the ABAP stack or java stack ?
Please advise. thanks

Hi,
2) Is it possible to use the Web IC client in a ECC system ? If so, how ?
No. The new interface WebUI is only for CRM.
3) What really is win client ? How is it different from using CIC0 tcode ? Can Win IC client be used in a ECC system or is it only used in conjuction with a CRM system ?
CIC0(CRM) and win client is almost the same thing. CIC0 is a CRM transaction used in winclient. Win client is a old version for IC and SAP advice to use only WebUI.
4) Is the ICI inferface only for CRM and sapphone is only for ECC ?
Both are netweaver components and can be used in ECC and CRM.

UCCE Demo. CAD/CTI-OS on a single PG?

I need to create a lab environment to demo a SAP CRM integrated agent. So I am getting:
ICM 7.5
CRM Connector for SAP
UCCM 7.x
for it.
As per H/W, do I need 3 MCS or just 2 ... I mean can I do this demo with a Sprawller + UCCM
OR I need a Progger + AW + UCCM?
And as per Licences, I am going to get Premium Agent Licences. But for testing purposes I would like to get
Do I need CAD as well? And Do I need to order CTI-OS Media separately please?
Can I intsall CAD server and CTI-OS server on the same Progger please?
Assist Please.
Thanks & Regards,
Kartik

Thanks David,
Even though we only need CTI server & CTI-OS for the CRM integration bit, however, I wanted CAD anyway as its a demo lab and this customer is going to use both CAD & CTI-OS.
Also, would CRM connector need to be installed on a separate server please?
Regards,
Kartik

UCCX Agent-CTI integration

Hi,
I have a partner working within the public sector space that would like to extend their agent CTI integration from CCE (Using CTI Toolkit) to the CCX product. A couple of questions;
1- Where do I find the SDK or other information to get them started?
2- For licensing, even though they may not actually be using CAD do we still use the standard licensing mechanism?
3- Are there any similar examples of CTI integration specifically with CCX?

So I've now found the CCX CTI developer guides here;
http://developer.cisco.com/web/uccxcti
That still leaves items 2 & 3 anyone?
Perhaps one of the BU team can comment on Jonathan's CAD comment?
My personal observation is that whilst we [Cisco] may want to migrate customers away from CAD (as this is a 3rd party agreement with Collabrio) the Finesse desktop is still very early in it's life and doesn't support all the features of CAD yet. As a result a lot of customers will continue choosing CAD while that's the case.

Main differences between R/3 CIC and CRM CIC ?

Hi all,
does anybody now the main differences between R/3 CIC and the CRM CIC? or what are the main restricitions in the R/3 CIC.
Thanks and regards,
Norbert

Hi Novert
The CRM 4.0 system has two "CIC's", they have a WinClient and WebClient.
Both offer multi-channel and real-time hardphone/softphone sync. The WinClient is more flexible and faster performance. The Webclient is lighter foot print and more the future of what SAP plans to offer.
The CIC in ECC is SAPphone based, which means that real-time hardphone/softphone sync is not possible. It's also telephony only through SAPphone. You have to use SAPconnect for e-mail, and there is NO webchat support. We have a number of customers that embed the Agent Dashboard into their CIC for R/3 to provide that extra functionality, but even without it CIC in R/3 is usable.
Many vendors provide SAPphone Connectors to different CTI's (computer telephony integrations). MCIS WinClient Connectors are only provided by AMC. Many vendors provide Connectors for the WebClient (which is based on ICI). The connectors from AMC support all the different "CIC's".
There are some other functional differences as well; like upport for ERMS and the types of transactions you can access, etc.
R/3 CIC is not getting developed or enhanced since 1999. Most of the new feature is developed in CRM CIC. If you do not care any of the new feature, you can use ECC CIC. You can find the feature list on Service Market Place.
Regards
Manohar

CTI integration with SAP CRM system

Hi guys,
Is it possible to integrate a CTI solution of a no SAP Partner to SAP CRM 2007 Interaction Center?
My company bought a IVR/CTI and that CTI does not have a native connection to SAP CRM 2007. I would like to know if is it possible to enhance SAP CRM 2007 IC to integrate with this IVR/CTI.
Any help is welcome.
Regards,
Lalas

thanks a lot for your reply sir,
curently we have avaya connector and we enhanced hec out of ICI and CAD method to fit our requirements. To cut ourexpeneses and maintenance cost we are moving towards non connector solution. I'm thinking to reuse all ICI work wehave done and implement screen pop's. i have less time to discuss with cti vendors and i've to implement this solution as quickly as possible
i've seen quite few people herewho already implemented this solution and i came across your thread thought that your inputs will be valuable, please let me knowwhere you are standing on this approach and i will let you know about my approach as well may it willhelp you out as well.
thanks
susheel

Direct CTI Integration with Oracle Contact Center Form

Hi,
We are on 11.5.10.2 and we are trying to implement the "Direct CTI Integration" solution that Oracle suggested to enable Screen Pop in contact center form based on data coming from a third party CTI. In our case we are using Genesys TServers for CTI.
In this document (The equivalent R12 document is on metalink titled DIRECT CTI Integration - Oracle EBS Contact Center & Third Party CTI [ID 734902.1]), Oracle solution involves little to no coding from the Oracle Apps side other than a few profile setups. We are not able to get started on this because we did not find some of the profile options. And the forms did not have the changes that Oracle said it should have. Obviously, we need to apply some patches but not sure which one.
I am wondering if there are any users and customer who have implemented a similar solution that can help us get started.
Thanks.
Regards,
Venkat

It has been a while since we did a test of the Direct CTI integration at my company. We are on a 12 release so the patches are included, unfortunately I can't help there.
Word from the Wise: Be Prepared....
The only development on the Oracle side that was necessary was the configuration of the profile settings. You select a port in the settings which will then instantiate an http listener on the user's thin client.
The development on the CTI side is intensive....you must code an http listener on your client CTI to enable two way communication between the Oracle thin client and your 3rd party CTI client (most likely residing on the desktop of the user PC, in my case, Cisco CTIOS).
Unless Oracle has since changed their model, you cannot just send a blind screen pop to the Oracle client due to the required 2 way communication. There are a lot of request/response's involved (registers, readys, etc). While it is absolutely necessary for an HTTP listener to exist on the Oracle side, I believe that it is unnecessary to have the level of communication required from the 3rd party CTI. The CTI needs the call control, I just don't believe that Oracle needs to know about it.
If I have incorrectly interpreted or understood the model/options, I hope someone can correct me.
Thanks,
Derek

AMC technology software cti integration with CCM

   Hi,
   Would like to know the following,
   1) Have an agent when call local calls and mobile numbers from a Cisco ip phone, able to get through but if uses the AMC technology software unable to get through the numbers
   2) Have another agent when call local calls and mobile numbers from a Cisco ip phone able to get through but uses the AMC technology software only able to get through by the area code with the number.
   3) Can confirmed that calling search space are working fine
    4) Any documenation in Cisco or AMC on troubleshooting issues ?
Thanks
Alan

Dear Alan,
Based on your above request it seems like you are using TAPI Integration, if not, Please do specify the CTI Integration configured in AMC Technology software.
In case of TAPI integration you should be able to find the log "CTITAPIModule.log" on AMC Technology MCIS Server Box that would provide the detailed TAPI messages, with the exact number dialed and the error messages if any. This should be a good starting point for trouble shooting.
Praveen.

BAdIs for CAD Desktop Integration

Hi, I am generally looking for some information on the purpose and use of the BAdIs related to CAD Desktop Integration. The name of the BAdIs are:-
CDESK_BADI_MAIN
CDESK_CAD_CHANGE
CDESK_TBM_ADDIN
CDESK_BADI_COPY_DLG
CDESK_BADI_COPY_DOC
CDESK_MATERIAL
CDESK_BOM
Anyone one who has worked on the above BAdIs please provide your valuable inputs. are all these BAdIs related to the CDESK transaction.

Hi Rudra,
Maybe SAP note
600142 DESK: List of all BAdIs/BAdI methods in CAD desktop
could help you. This note contains a whole list of all CAD Desktop BADIs currently available.
Best regards,
Christoph

CTI Integration

Hi Everyone,
I am setting up contact center, implementing Oracle Teleservice module with AVAYA IR/PBX/ACD systems. Could anybody suggest which is the appropriate CTI middleware, where from i can acquire it, and guidelines on integration procedure.
Thanks
Madhu

Hi,
Post this in Middleware forum
http://forums.oracle.com/forums/category.jspa?categoryID=13

Reg: CAD & Office Integration

Hi Experts
How to do CAD & Office integration with DMS.
pl explain me the process and relevant configuration settings.
Thanks & Regards
Kumar

Hi,
MS office integration is supported as standard in DMS. You need to define the setting for MS office files in DC30 - deifne work station applications, DC20 for data carriers.
For CAD integration most CAD packages are supported by SAP thru their certified vendors like Cideon etc.
For CAD integration you will also need to purchase third party products from resp. vendors.
If you are looking for specific CAD package req. let us know.
Anirudh,
Please award if useful

C4C CTI Integration.

Hi,
CTI integration in Cloud for Customer is available in Service on Demand. I was wondering if we can activate CTI in Sales scenario. We have a requirement where, our customer uses CTI, but not Interaction center. So, he wont need the service scenario. I know this is kind of not so standard, but is there a way we can activate in Sales on demand?
Regards
Shiva

Hi Shiva,
There is no direct phone call to lead creation available in the Live Activity pane within Cloud for Customer (i.e. via CTI). However, if you have both the sales and the service licenses, you can implement CTI and then from phone calls create tickets which can be converted to leads.
With the latest release, you also have the option (via Language Adaptations on the Administrator screen) of relabeling tickets as something else...say for example call them "inquiries." An inquiry could be a service request but it could also just be an inquiry like, "Please send me a price quote on product X."
Kind regards,
Angela

Office, PDF and CAD files upload into the dms system and viewing them .....

i have uploaded a excel file into the dms server
i dont want others to save the doc , while viewing in the sap viewer.( made necessary setting)
any setting required for me to do this???
i am able to view the office files in sap viewer, can i have the same option for PDF also??? and the same to CAD files also?
Regards
surya

Dear Surya,
of course you can have the same behavior for PDF and CAD files. You just have to create a new workstation application for these filetypes in transaction DC30 and maintain the correct parameter so that these files are also viewed by the integrated ECL Viewer.
For further information please see the following link:
https://www.sdn.sap.com/irj/scn/wiki?path=/display/plm/2.Customizing%2528CA-DMS-EAI%2529
Best regards,
Christoph

What is the diffrence between SAP View and CAD View ?

What is the diffrence between SAP View and CAD View ?
What is the main purpose of SAP View
and
What is the main purpose of CAD View
On SAP help i found
SAP View is used for :The SAP view displays the SAP structure (document-based structure) for the active CAD object, or another document info record (header document), with a single-level or multilevel document structure in a tree structure. You can variably configure the fields using the layout editor.
CAD View is used for :The CAD view displays the document-based structure of the currently active CAD object, such as the structure of an assembly. The CAD system determines the complete (multilevel) structure and copies it either completely or in stages to the SAP system, in accordance with the default explosion level.
BUT I did not understand it well
Can someone explain this with an example
THanks
Raj

Hello Raj,
SAP View can be further described as the view that is based on what is existing already in the SAP system. This view is generally used by SAP purchasing, MM people etc
CAD view is nothing but the replication of the model tree view in the SAP system. This is used by the design engineer and this view replicates only the parts that are actively displayed on the CAD tool window.
hope this helps. Let me know if you have further questions else please close the message.
regards
N K

Training and Event Management Integration with FICO

How Training & Event Management is integrated with FICO?
How it will be integrated and where?
Could you please put it in simple way?

Hi Rajesh,
Cost allocation:
Here it is possible to charge an employeeu2019s cost center with the fee for attending a business event (e.g. training course, workshop). The business event organizeru2019s cost center will be credited and the attendeeu2019s cost center will be debited.
Crediting of the senderu2019s cost center  Debiting of the recipientu2019s cost center
The costs incurred from actually holding a business event can be transferred from the resources cost center to the business event organizeru2019s cost.
Crediting of the senderu2019s cost center  Debiting of the recipientu2019s cost center
In SAP Configuration:
Training and Event Management > Integration->Billing and activity Allocation-->Activity Allocation and cost transfer posting.
Please do above configuration and create business events with or without resourses, in that you can maintain cost centre to post the expenditures .
Bhairavareddy

CIC and CAD (CTI Integration)

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