CTI Configuration

Hi
Can anyone help me out with CTI vendors? Also tell me the various steps that I need to take in order to configure CTI?
Thanks
Tarang

Hello Tarang,
For a primer about using CTI (Computer Telephony Integration) with the SAP CRM Interaction Center, please see my Blog, "What is CTI and Why Do I Need It". Link:/people/john.burton/blog/2007/10/29/what-is-computer-telephony-integration-and-why-do-i-need-it
Configuring of the CTI product will depend on the chosen vendor, and each vendor has their own installation guides. The process will also depend on which SAP interface the vendor supports. For an overview of the two CTI interfaces that SAP provides, please see my other Blog, "SAPphone Interface Vesus ICI (Integrated Communication Interface)." Link:/people/john.burton/blog/2007/10/25/sapphone-versus-ici-integrated-communication-interface
Warm regards,
John

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Thanks in advance.

Hi guys,
I'm Paul from Neotys. We've just released a new version of NeoLoad our load testing tool, with a dedicated module for Siebel testing (http://www.neotys.com/product/technologies-siebel-load-testing.html).
As you know, Siebel apps have a particular encoding of parameters in HTTP. With this new module, NeoLoad is automatically handling their correlation.
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Cic - CTI Integration

Hi
Please can any body send me the documents or steps(C) related to CTI Configuration.I dont have much knowledge on CTI Configuration as it is a part of our Project.
Mail ID. [email protected]
Thanks in advance
SK.Ahmed

Check this link:
http://help.sap.com/saphelp_crm50/helpdata/en/ff/7f5acbb64711d2b8d6006008ec2322/frameset.htm
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Hello Team and Experts,
I am trying to integrate a CUCM 8.6.1 with a CUE 8.6 ISM internal module inside a 2911 router.
I just followed the instructions in the documentation provided in the Cisco site and other ones, but I still have the problem that neither the CTI ports nor the CTI route points get in registered status,
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Javier,
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>> None of these have anything to do with registration issues, partitions, CSS, VM profile are needed for the calls to be router properly, but have no bearing on registration status.
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HTH, please rate all useful posts!
Chris

Inbound and Outbound Telesales

Hi,
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Thanks in advance.
Regards
Vinod

Hi,
Configuration SAP-CTI
http://help.sap.com/saphelp_crm50/helpdata/en/65/06813775f13b4be10000009b38f8cf/frameset.htm
SAP NetWeaver - Computer Telephony Integration (SAPphone) (BC-CTI)
Regards.

UCCX - # of CTI ports configured VERSUS # of seats licensed?

Could someone either answer the following or direct me to the link/s that describe it?
What is the relationship between the number of CTI Ports configured to the number of seats licensed?
Recently my company took over the support of a customer who had 31 seats licensed but only 15 CTI ports configured
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Thanks,
Terry

Hi Terry,
When you upload new agent seat licenses they automatically become active. This won't automatically increase the number of CTI ports however. That bit is a manual step so given you have 31 seat licenses, you should be able to increase your CTI ports up to 62 but this is a manual bit of config which I would do out of hours as when you adjust the call control groups, it will reapply changes across all CTI ports from memory along with creating the additional CTI ports.
Cheers,
Nathan

Can CTI OS agent desktop 9 be configured for different desktop modes?

Can CTIOS agent desktop be configured for different modes e.g. Normal, open, on top, stealth or agent selectable?

Yes, but you'll have to customize it and recompile it. The source code is in the installer.
david

CTI Agent Workmode configuration

Hi All,
Please assist where I can configure the dropdown list for agent's workmode (Ready, Not Ready, Out to Lunch, Wrap-Up, Break, etc) in IC Web Client. I'm in version SAP CRM 2007 6.0.
Thanks.

Unfortunaly, you cannot maintain this dropdown, the list of workmodes sends from telefony side.
Best regards,
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Jabber for Mac CTI DX650 issues

Hello,
I have a user who had Jabber for Mac setup using CTI for control of a 7942. Everything was working, then we switched it out with a DX650. Made all the changes needed in Call Manager same as some other users. However, it will not connect to the DX650 for this one user. We have checked all the roles and ownership tracking for the phone to the user account and it appears to be setup correctly, however it will not connect. Anyone have this setup that could help? Trying to figure out if I am missing something magical that Cisco added in.
Thanks

Can you confirm that under cucm admin \ user management\ end user configuration section; do you have the following permissions incorporated for this test user;
Standard CTI Allow Control of Phones supporting Connected Xfer and conf
Standard CTI Allow Control of Phones supporting Rollover Mode
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- please rate if this helps.

Genesys CTI Driver-Unable to create Driver for GplusVoice

I have a 8.0.0.4 and Genesys 7.5 integration. We are receiving the following error messages in our CommSessionMgr and Scomm Logs when we attempt to make a connection from Siebel to the Genesys CTI Server. There are no firewall ports blocking any traffic between Siebel and Genesys and then are on the same subnet and VLAN. Also, we can establish a basic connection to the Genesys T-Server without Siebel in place. We think that it may be a configuration issue somewhere but we are not sure where to look. I was just wondering if anyone on this board had any basic ideas to troubleshoot this issue besides looking through the log files and the Comm Drivers and Profiles section etc.
Thanks for anyone’s help on this matter!!!
CommSessionMgrLog:
ServerLog LstnObjPrivCreate 3 0004fd49499b1400:0 2009-02-19 10:31:31 Created port 49192 for Communications Session Manager
ObjMgrLog Error 1 00000b92499c1228:0 2009-02-19 11:10:38 (mediamgr.cpp (497)) SBL-CSR-00500: Unable to create a Driver
SCommLog:
SComm[02/20/2009 09:36:45:615]:ERROR:Error on invoke media manager method(StartAllDriver), input args={
DriverProfileInfoArray = 2#2385#9#5#Voice5#Voice11#Gplus voice7#1-5I5JR15#VATaxCallCenter14#GenCommDrv.dll11#GenComm.GIF2289#2#1722#66#26#Service:UsePendingWorkmode22#Service:OCSCancelScope27#Service:KwPiProtocolVersion17#Driver:ServerPort20#Driver:RemoteTimeout18#Driver:LibraryNa .... (message is too long) ...
LanguageCode = ENU
}, error=7537140), msg='Unable to create a Driver object from driver GenCommDrv.dll with Media-Type-String Gplus voice(SBL-CSR-00500)'
SComm[02/20/2009 09:36:45:615]:ERROR:Failed to invoke method(StartAllDriver) at media manager, detail error = Unable to create a Driver object from driver GenCommDrv.dll with Media-Type-String Gplus voice(SBL-CSR-00500)
RSCHELLE_25165941[02/20/2009 09:36:45:615]:ERROR:Communication Agent failed on prcoessing request(StartAllDriver0, input-args={
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LanguageCode = ENU
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RSCHELLE_25165941[02/20/2009 09:36:45:615]:ERROR:Failed on invoking ClientConnect in Comm. Server Svc., err=7537140, msg=Unable to create a Driver object from driver GenCommDrv.dll with Media-Type-String Gplus voice(SBL-CSR-00500), input= ClientHost = NG00060492
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Figured it out on my own

"Error [10151] The LCP Port on CCM Admin for Mobile Agent is not Configured or misconfigured"

We are running into a problem which we have noticed on UCCE 8.5 and havent seen on earlier 7.5 release.
If we setup a CTI port as agent device target and if we try to login the agent using Cisco Desktop (Not CAD, just CTI OS Client) then we get following error:
"Error [10151] The LCP Port on CCM Admin for Mobile Agent is not Configured or misconfigured"
But this wasnt the issue with 7.5 and we were able to do agent login with CTI Port as device target. We dont intend to use Mobile Agent feature but just login UCCE agent to CTI port as the device.
Do we know if this is a known issue or if something has changed between 7.x and 8.x release which could be is causing this?

So you can ping and nslookup from your ms to these agents and vice versa right? I wouldn't do a manual install, I would push the agent from the management server. You can uninstall the agent manually, or use cleanmom to get rid of them. Then
do an install from the console. When you initiate the install from the console (management server), should it run into any issues it will dump out an error which will give you an idea of where the problem may be.
From Holmans post on this:
e MOM Server could not execute WMI Query "Select * from Win32_OperatingSystem" on
computer “servername.domain.com”
Operation: Agent Install
Install account: DOMAIN\account
Error Code: 800706BA
Error Description: The RPC server is unavailable.
The MOM Server could not execute WMI Query "(null)” on
computer “servername.domain.com”
Operation: Agent Install
Install account: DOMAIN\account
Error Code: 800706BA
Error Description: The RPC server is unavailable.
8004100A
800706BA
1. Ensure agent push account has local admin rights
2. Firewall is blocking NetBIOS access. If Windows 2008 firewall is enabled, ensure “Remote Administration (RPC)” rule is enabled/allowed. We need port 135 (RPC) and the DCOM port range opened for console push through a firewall.
3. Inspect WMI service, health, and rebuild repository if necessary
4. Firewall is blocking ICMP (Live OneCare)
5. DNS incorrect
http://blogs.technet.com/b/kevinholman/archive/2009/01/27/console-based-agent-deployment-troubleshooting-table.aspx
Regards, Blake Email: mengotto<at>hotmail.com Blog: http://discussitnow.wordpress.com/ If my response was helpful, please mark it as so, if it answered your question, then please also mark it accordingly. Thank you.

IHelp required for IC Webclient integration with CTI

Dear all,
Kindly help me to find answers for the following issues.
How could we configure ICI interface in SAP CRM? and wher can I find documentation for it?
How ICI integrate with AVAYA Telephone system?
What does 'Connector' means? and who will provide it?
What other hardware we need for a successful call center setup?
Your solutions will be greatly appreciated.
Best regards,
Raghu ram.
Edited by: Raghu Ram on Aug 25, 2008 11:21 AM

Hi,
Telephone is PBX system. In order to connect the telephone system to SAP Phone(CRM system), you need CTI Server. CTI enables the integration to ICI of CRM System using XML/SOAP protocols.
ANI module is a part of the Telephone system which enables to identify the customer number in CRM application. In other words, as you said, it is the phone system passing the phone no. of the calling person to CRM system. CAD generated on the IVR module part of telephone system).
CTI transfers the CAD to CRM and BP is displayed in the Interaction Center.
Hope this helps your understanding. Please give points if so.
Thanks,
John

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

CUCM to CVP calls. CTI-RP vs Route Pattern

CVP 9 or above
CUCM 9 or above
Requirement:
1. Consultive Warm Transfer - The agents to be able to transfer calls to a a different department by dialing an internal number and wait in the queue until answered.
2. Internal - Back-office people to dial internal IT-Helpdesk or HR
I see the above call flows as same, i.e. a Call Originating from CUCM to CVP .... correct me please?
I have tested both and they both work exactly the same way, i.e. using a CTI-RP associated to PGUSER, ICM answers it sends correlation id to CUCM and CUCM sends this to CVP ...AND... using a simple route patters instead point to CUCM-CVP SIP trunk. Functionally they behave same way - ICM/CVP answers and queues call until answered.
But the documentation confuses me, below snippet from CVP Config Guide
"... Calls Originated by Unified CM
Internal Help Desk calls: For these calls, the Unified Communication Manager (CM) phone user calls a CTI Route Point
Consultative Warm Transfer: For these calls, a Unified CM agent places the caller on hold and dials in to Unified ICME to reach a second agent .... "
And then on the same doc, there a Note
(*1) Note For warm transfers, the call from Agent 1 to Agent 2 does not typically use a SIP Trunk, but you must configure the CTI Route Point for that dialed number on the Unified CM server and associate that number with your peripheral gateway user (PGUSER)
(*2) And then again on the same doc under 'Unified ICME Warm Consult Transfer/Conference to Unified CVP' chapter/section it mentiones doing this using a Route Patter 'Create a route pattern and assign the route list to the route pattern'
So the confusion is
1. Why treat these call flows as Internal and Warm Transfer - they are calls from CUCM to CVP for the same end result - queue the call and transfer to an agent?
2. Route pattern or CTI-RP, what diff it makes? They both behave the same way, so is there a diff from reporting point of view that a call to CTI-RP are treated as Transferred rather than new calls or what?
3. Also if you compare (*1) & (*2) above, they both talk about Warm Transfer and *1 says 'must use CTI-RP' and *2 says use a Route Pattern?
Please assist.
Thanks & Regards,
Kartik

Kartik,
The Route Pattern that is mentioned is used for connecting a call leg through CVP to a local VXML Gateway for media playback. The CTI Route Point is entirely different from the Route Pattern/Route List setup. Here's the basic call flow:
Internal caller dials DN
DN hits CTI RP in CUCM. CTI RP sends call to ICM.
ICM matches DN to Call Type to Script, executes Script.
At some point, Script has either Send To VRU or a Run Ext. Script node.
ICM sends CUCM Network VRU label back to CUCM.
CUCM routes label using Route Pattern and Route List. The CSS of the internal caller determines how this is modified, i.e. which prefix digits to add for determining VXML gateway to route to.
Call is sent to CVP through SIP trunk
CVP receives call, tells ICM it has the call.
CVP starts new call leg to VXML gateway with digit string to match bootstrap dial-peer.
VXML Gateway receives call, initiates bootstrap TCL and VXML magic.
Yes, this is basically the same call flow for a fresh internal call to a queue, or an internal warm transfer to a queue. The CTI Route Point is needed in both cases. The Route Pattern/Route List combo is needed in both cases.
When you start looking at reporting, yes of course the two call scenarios are different. One is a transfer, the other isn't. The transferred call will have a more complex call history if you look at it in the TCDR.
From the standpoint of call legs, you will use less legs if you do a direct (one-step) transfer instead of a warm transfer. It is also simpler to maintain the call context in that case. In a warm transfer scenario, the agent is putting a caller on hold, then starting a new call, and joining the two calls together. The new call is coming from the agent, not the original caller. In a direct transfer, CVP just takes back the original call, potentially does more queuing, then sends the original caller to a new agent target.
-Jameson

UCCE 7.5.1 - CTI Route Point and CTI Ports not registering in UCM 7.1

We are in a middle of a new installation of UCCE 7.5.1. The customer will use it only for Outbound calls. The design is to have on PROGGER and one AW, with a cluster of two CallManagers. All the setup has finished regarding the UCCE. Also, the CallManagers have been configured, regarding the CTI Route Point and the CTI Ports. All of these are associated with the PG USER which is CTI Enabled. Configuration on UCCE has been done, including the DIALER, except for the agents and the campaigns.
The problem is that the CTI Route Point and the CTI Ports on CallManager are not registering. Is this normal, since the agents and the campaigns have not been configured yet or there is an error somewhere?

Looks fine.
Is the Dialer running? Maybe those 30VIP phones the Dialer uses as ports to dial from won't be registered until the Dialer starts.
But they should also be registered if you start dialogictest over the full set.
What's the "route point". Who asks for it? Is it a dialed number that runs a script?
Regards,
Geoff

CTI Configuration

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