CRM 5.0 and telephony integration

Hi gurus,
We have CRM 5.0 integrated with Siemens HiPath ProCentre and we've come across a couple of issues with it, which our users are not able to pinpoint the first occurence of for us to trace back.
1. When ending an outbound call the call timer does not always clear, meaning that SAP CRM does not pass more calls to the user unless they log out of CRM/CTI and back in again.
2. Our telephony is not matching the account based on inbound telephone number.
If anyone has any knowledge in telephony integration and they are able to help it would be greatly appreciated.
Thanks,
Andrew G.

Unfortunately, our limited exerpience makes it tough to know if the issue is with the CTI integrator or CRM. We have a different integrator AMC with Cisco very few issues. The CTI integrator should have logs where they can view the data passing thru their tool. In CRM t-code CRM_ICI_TRACE can be used to used to see the CRM user data. if the user has a PID with CRM_ICI_TRACELEVEL = XXX then more detail level is provided.
We have not experienced the issues you have described. Every blue moon we get a user gets in catch 22 where they can't hang up or end (hang up says not in a call, end says to end the phone call 1st)

Similar Messages

How actually Oracle CRM On Demand and Outlook integration works?

Hi Everyone,
Here my question means not how to configure this integration but what is behind this technology. Can someone put some light on technical aspect of it? I wanted to know on what technology this integration is based on and other details if u can provide.
Please help.
Regards,
Abhay

Hello Abhay,
Actually I am not looking for this. I need to know on what this integration is based on? Like if it is based on Webservices, API, HTTPS Request like that...! Can you tell me about it?Unfortunately I cannot share details of the design. If you can tell me what you are trying to do, I'll do my best to provide you with whatever information I have available.
Please also it will be great if anyone can tell me if such integration works fine through Citrix connection?Oracle does not currently certify or support desktop or application virtualization solutions, such as Citrix products, for use with Oracle CRM On Demand. Please refer to "CRM On Demand - Support - Citrix [ID 958822.1]" in http://support.oracle.com for more information.
Thanks,
Sean

CRM 5.2 and portal integration

Hi
Has anyone had any experience with integrating CRM 5.2(2006s/2) with Enterprise portal? I know CRM 2007 supports this but not sure how will business roles in 5.2 be uploaded to the portal roles if this is at all supported in 5.2..
Thanks,
Sudipta.

Ravi,
CRM 2007 has a "portal-like" menu that can be used for accessing the CRM application. You can use CRM 2007 in "standalone" mode without an enterprise portal or use the enterprise portal with the CRM system. If you want to use the ESS/MSS business pacakges then you must use a traditional EP system. The CRM application menu is not a true portal application.
This means for you that you need an enterprise portal which will contain your ESS/MSS package and will link into the CRM 2007 start page.
Take care,
Stephen

Video and Telephony Integration: Enterprise UC with common Dial-plan

Dear Expert,
I have asked the same question under Collaboration but thought to post it under this group too as this is mainly inclined towards Video Integration. I hope this is the right place to post this question.
The enclosed design shows the proposed UC setup which is based upon CUCM (VEr 8.5), ISR Routers(G2 3900/2900Series with PVDM3), Tandberg VCS and VCS expressway..
As always Thank you for all your input..
Regards
M
The expected solution out of this design should provide following
1.Video End point(h323) can call any IP Phone by dialling 5 digit extension and vice-versa.
2.Video end point can make outbound Local,National and International call by dialling the same way as it exist for IP Phone meaning for Local and Long Distance within US by dialling 9 then 10 digit number ,For International: 9011- Country Code- E164 number
3. Video end point will have the extension within 443xx range and can be reached by IP phone by simply dialling 5 digit extension. Route pattern with 443xx will be defined in the CUCM
4. Video End point can be reached by PSTN world by dialling full E164 number i.e 1712-564-43xx . In this call, CUCM will route the call to Video set-up.
5. Common Billing to be used for both Video and Phone setup towards charge-back.6. The most important aspect is Encryption which created all confusion and stopped my progress
Scenario:
Video Conference is going on and the participating users are :
- User on the Internet which have been joined to the conference by dialing their public IP and call established via Tandberg Expressway
-The 2nd user is an ISDN end point and call is routed through the CUCM to ISDN GW(R2)
- This is encrypted Video call
Encrypted Video Call is going on and all of a sudden there is a need to bring in an IP Phone Skinny end point(Audio only) and also a Mobile Phone user. It should be easy to bring these two user as part of the encrypted VC without dropping the ongoing VC.
I have gone through few Networkers Slide and also read that the 3900/2900 ISR supports media as well as signalling encryption and it is possible to achieve this set-up.
But because of involvement of integration with different product line (specific to Tandberg), needs clarification before starting with the lab set-up.
The interpretation of H323 RAS part when Tandberg VCS is acting as a Gatekeeper with respect to CUCM --is different than when Cisco Routers are being used as GK.
Tandberg Gatekeeper if integrated with CUCM comes into play for both Media and Signalling and always participate in the H323 call whereas if Cisco Router is acting as a Gatekeeper then once the RAS part is done Cisco GK goes out of the call.
So,
Please suggest whether anyone tried this setup? If yes then how to achieve this and what should be the link coming out of CUCM to Tandberg VCS-GK.( I think using SIP trunking will do this but not 100% sure about this). Feel free to suggest any design change or any hardware which is required...

Hi
As long as this is new instalation I recommend you to use SIP on all of the end points where possible and integrate with CUCM using sip trunk this will give you two main benefits
- the transformation of the called and calling number from and to CUCM will be easier
-if have end point using H323 and communicating with other end using sip the vcs will do internetworking to this call and you will need license for each internetworked call plus the media path will go through the vcs not direct between end points for internetworking
If you use sip make the end point name/sip usri as [email protected] Calls from vcs to CUCM use search rules with trsformation so if end point dial 123456 only from vcs and the default call is sip vcs will send it to CUCM as 123456@sip domain.com you need to do transformation before sending it to CUCM and send it as 123456@cucmip.
This is just in brief and also using the expersss way you can have your sip domain registered over the Internet and configure dns srv record point sip ton the vcs public ip and Internet calls can come to your end point sip name directly no need to publish ip to others to dial you
HTH
If helpful rate

CRM 7.0: Test/simulate telephony integration in IC web client

Hello
one of our customers is currently performing CRM release upgrade from CRM 4.0 to CRM 7.0. In CRM 4.0, they used the sapphone server for telephony integration (CTI) into CRM IC win client (SAP GUI).
Now weu2019re currently testing this feature in CRM 7.0, however, the telephony buttons in the IC web client are shown but do not trigger any action.
My question: Is there any kind of test / simulation scenario for testing the telephony integration using sapphone server directly in the SAP system (without the actual sapphone server)? Weu2019d like to make sure that the customizing of the IC profile itself is correct before looking for other technical issues. We're currently testing using business role IC_AGENT.
I searched SAP marketplace and SDN, however, only found transaction code SPHT and guides for ICI.
Many thanks & regards
Wolfgang

Hi,
thanks for that one, I've read this before but didn't mention that we've got no JAVA stack available. So we'd be looking for a solution that is fully possible with only the ABAP stack.
Regards
Wolfgang

CRM 5.0 and BI-7 Integration

Hi Gurus,
I am working on Reports in CRM. We are using BI 7 for Analytics and Reporting.
Please send the following to my email id <removed by SDN Forum Moderator>
1. CRM 5.0 and BI 7 Integration document,
2. Mapping - CRM Fields to BI 7 standard objects (Standard Infocubes)
3. Any other relevant info on the same.
Thanks in advance
Shivani

Hello Shivani,
please do not request documentation via E-Mail. Try to share it i.e. in the SDN Wiki.
Regards
Gregor

Integration of CRM Service Managment and Controlling

Hi
Please forward any material on Integration of CRM Service Managment and Controlling.
Regards
Odaiah Pelley

hi odaiah,
this link is for download CR700-> about services
http://mysapbi.blogspot.com/2007/01/cr700.html
and the content is:
Content:
Installed base management:
Installations Individual objects Service contract processing:
Service agreements
Service contracts
Service plans
Usage-based billing Service order processing:
Resource planning
Service confirmation
Service billing
Product service letter
Warranty claims Complaints
i will let you know if i find new materials
best regards
Indah puspita

Integration of CRM 4.0 and R/3 4.7 D

Hi All,
I dont know whethere this is the right forum for postingthis question or not, but what i need is i want to integrate CRM 4.0 and R/3 4.7 D. Is it possible?
When i run SMOEAC tranx its says "No valid R/3 back end system" but RFC runs smoothly, i have checked with SAP note (833348) after reading the previous Queries posted here for the same problem but that is for CRM 5.0 and not CRM 4.0.
Actually i am preparing myself for CRM foundation course for thenext month, hence i require to know hwo to integrate these two systems at my home, both are IDEs versions. Please let me know ASAP.
Regards
Siddhartha Sengupta

Hi Ranga,
The error that I am getting is '"No valid back end system", whereas i am able to connect through RFC and absolutely no problem with that.
And as far as the configurations are concerned , i am already done with that. What i suspect is some problem with the plugins and CRM adapter frameowrk may be.
And lastly thanks to prashant as well as Kaushik, for replying me.
Do u have any idea regarding the plugins and Adapters required for that and how to check whether they are working and configured properly?
Regards
Siddhartha Sengupta

Portal Content - Business Packages for CRM 7.0 and IC Webclient

Hi all

We are looking at CRM 7.0 and SAP Netweaver Portal 7.0 integration. 
I've noticed that the Business Package (BP) for CRM 7.0 contains very limited business roles for: 
Channel ManagerChannel Manager 
Partner Manager 
Channel Manager (Telecommunications) 
Partner Manager (Telecommunications) 
Customer 
Digital Asset Management 
Incentives and Commissions 
only.

In the past, there the BP for CRM 5.0 contains a lot more roles including customer service representatives and managers. Given that the standard business role export (from CRM 7.0) and import (EP 7.0) does not work for IC Web client business roles, is there a standard way for functionality delivered in IC Webclient like Customer Service to be integrated into EP 7.0?

Otherwise, if we were to configure each BSP page individually for IC Webclient, will there be functions that do not work? eg: alerts, manager realtime view of CSR activities, call tracking, telephony integration etc..

Thanks!

There are two approaches (that I'm aware of):
- install external authentication (such as an LDAP which can be populated from the R/3 backends)
- install an additional Java instance
I would go for both of them because
- it will make things easier if you implement other functionality that is in the portal (non-ESS)
- it will avoid patching one portal and to keep the SPs of both backend systems in sync with the portal
Markus

Configure SAPphone and telephony for IC win client

Hi friends,
I am working in a project and there is a requirement to connect phone with IC web Client transaction CIC0?
Can any one help me by providing the details what are the options that are available to connect phone.
I came to know about SAPphone and telephony can any one give me the detail to configure these things.
That will be a great help for the me and my team .
regards
Pulkit
[email protected]
Message was edited by:
Pulkit Agrawal
Message was edited by:
Pulkit Agrawal

Hi,
Telephony buttons in SAP IC WebClient are enabled/disabled/visible based
on the capabilities list provided by the CTI subsystem. Perhaps you are
not in an appropriate state (such as not logged in) for Ready/Not-Ready
to be visible, or you are having a problem with your CTI subsystem.
Are you telephony or multi-channel enabled? There are ways to confirm
your configuration, especially if you are using MCIS (MultiChannel
Integration Server), which supports IC WebClient, IC WinClient, and
SAPphone through one server.
Let me know if you need further help.
P.S. - Perhaps you can register for: Total Contact Center Integration
for mySAP CRM Webinar which is happening tomorrow at noon (EST). Visit
www.amctechnology.com for more details.
one more link............
http://www.redbooks.ibm.com/redpapers/pdfs/redp4189.pdf
Regards,
VEERA

SAP CRM 7.0 and Enterprise Portal

Dear SAP Gurus ,
I have question about the New CRM WEB UI and integration to SAP Enterprise Portal .
We have been using the SAP Enterprise portal for accesing the SAP CRM functionalities before (eg create Opporutnites and Sales Order ). But with the New SAP version(7.0 and 2007 ) its possible to have its own portal.
Now the question is it possible to integrate the NEW SAP WEB UI into the existing portal ? Eg: If we want to have link in Enterprise portal with the Sales Order create functionalyt direlty without going into the stand alone CRM WEB UI . Would it be possible to directly call the Sales order service WEB UI in enterprise portal . Right now what we see is that the NEW CRM WEB UI is stand alone and for these type of fuctionalites the user need to login to the NEW web ui and then go to the create sales order screen .
Is it possible to directly embed the new UI components in the existing SAP enterprise portal ?
Many Thank for your kind advise !
Best Regards,
Ankur

Ankur,
Once you have correctly integrated to Portal following the SAP Note, you will no longer see the CRM Navigation. They will be Portal Navigation. If you have read and understood the note, it will be clear. On an overview, let me explain the steps involved.
1. You create a CRM role (based on some job role) say "Sales Rep" and have configured the CRM Web UI for all the navigation and applications. Like Account maintenance, Opportunities, Sales order create etc. etc.
2. Following the note and running a CRM transaction, you will now "Export" this CRM role to an external file. This file is very similar to a "business package". All the portal roles, pages, iVeiws etc. get created.
3. You will now "Import" this into your portal. Again follow the notes to know the loaction.
4. In the portal, you will assign this "portal role" to your users.
When these users log on to portal, they will see Portal Navigation (not the CRM navigation). So, the main point lies in defining the CRM role and get it working.
Hope you get the point....
Easwar Ram
http://www.parxlns.com

CRM 5.0 and IPC Configuration

Hi All,
we are using CRM 5.0 and want to configure IPC for Internet sales. Can someone give me the IPC configuration guide for CRM 5.0 (as IPC is integrated in it). We are using CRM as standalone without R/3.
Thanks & Regards,
Vikas
[email protected]

Vikas and Nirmal,
As IPC is already there with CRM 5.0, you just need to start it...
See OSS note 854170 for details about starting and some configuration information on IPC...
Thanks,
Manoj

Services in CRM 4.0 and CRM 5.0

hi
what are the adv and dis-advantages of implementing CRM 4.0 / CRM 5.0
what are the services available in CRM 4.0 and what are the services offered in CRM 5.0
I checked the release notes but doesn't pin point the actual comparison. the release notes just shows the features.....
appreciate, if anyone can share presentations or pdfs.
thanks. krishnan

Hi Krishnan,
To know the difference between CRM 4.0 and 5.0 you should check the release notes on CRM5.0 available on https://websmp204.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000429833&_SCENARIO=01100035870000000202&
There are several functional improvements, new functionalities and better integration points with SAP R/3 - SAP ECC ,
easier usage of IC Webclient, new things within Marketing and campaign management.
Also CRM 5.0 has added many new features like:
- Visit planning
- Warrenty Claims
- Enhanced and easy configurable/ customizable IC Webclient
- Concept of Marketing Organisation
Between CRM 5.0 and CRM 5.1 main change is in architecture. CRM 5.1 is UI based, you have view,component concepts.
(see SAP Service Marketplace quick link crm-inst → mySAP CRM → SAP CRM 2006s → SAP CRM 5.1 Cross Component → Master Guide SAP CRM 2006s).
Currently CRM 5.2 has also been released.CRM 5.0 have a Mainstream-Maintainence till 31.03.2011.
Thanks,
Atin
Reward points if it helps.

CRM Survey Suite and Web Survey

Hi everyone,
I am new in CRM and have been assigned to investigate the possible ways to send surveyes to the customers/users.
In my investigations and readings, I have found that we coud use CRM Survy Suite or Web Survey.
Could any one please tell me what the difference is between the two?

Hello,
AFAIK only the CRM Survey Suite is fully integrated into the CRM Campaign management. I think the easiest way to send surveys to customers and users is a mail form which sends out a personalized link to the survey.To make the survey available in the internet your basis admins have to configure the SAP Web Dispatcher as I've described in my Blog <a href="/people/gregor.wolf3/blog/2005/11/07/setup-sap-web-dispatcher-with-url-filter-on-suse-linux-90">Setup SAP Web Dispatcher with URL Filter on SuSE Linux 9.0</a>.
Regards
Gregor

CRM Middleware Documentation and Training

Apologies as this is not a technical/functional question as such but I have been looking for SAP CRM Middleware documentation and/or training courses on the subject.
Particularly in relation to integration with Microsoft Exchange Server
So far I have found documentation on help.sap.com but little else. Nothing on integration with MS Exchange.
Firstly, does anyone know of any other good sources where this type of information can be found?
Secondly regarding training, the only course I have found has been the CRM Basics 5 day course that covers Middleware, but I don't know how in depth or even if it covers integration with Exchange.
Is anyone aware of any good CRM Middleware courses, preferably in the UK?
I would be grateful for any kind of help?
Many Thanks
David

Hi,
Check out
http://help.sap.com/saphelp_crm50/helpdata/en/2b/0bc5de1814b34b8f453fa5b07b8739/frameset.htm
Middleware courses are available:
CRM500(overview) & CR550(enhancements) & some mobile integration courses, but none of them realy cover groupware integration.
It's a pretty new functionality...
Michael.

CRM 5.0 and telephony integration

Similar Messages

Maybe you are looking for