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

Similar Messages

  • MS Word integration with SAP CRM: can a PDF be created from the MS Word doc

    21/11
    Gurus,
    I know have a better understanding of the topic but still have 2 open questions.
    I now know that StreamServe cannot read .DOC files but can read and work with .PDF files.
    Since we are in a SAP forum and not a StreamServe forum,
    1/ I am wondering if SAP CRM 2007 can convert the MS Word generated and populated documents into .PDF. Possibly immediatly.
    2/ Can the MS Word generated and populated documents be saved by SAP CRM 2007 as .XML files?
    Thanks again.
    Dear All,
    On my project, there is a requirement to generate ad-hoc and amendable letters in CRM (2007).
    We might have +150 letters so I am thinking about using MS Word integration with SAP CRM to deliver this.
    With SAP CRM 2007, I understand that it is indeed possible to generate WebServices that will then be consumed by Word templates through the mail merge functionality. So agents will not have to enter BP name, address and so on. All this can be done by configuration which is great.
    My point of concern is how to integrate this design to StreamServe for printing purpose (we do not want to go into local printing)
    Can StreamServe collects the Word generated document?
    Should this Word document be converted as PDF before or can StreamServe do it?
    Should StreamServe exploits the XML contents within the Word generated document?
    Thanks for your help and insights about this.
    Brice.
    Edited by: Brice Vialle on Nov 21, 2008 9:26 PM
    Edited by: Brice Vialle on Nov 21, 2008 9:34 PM

    Hi Chris,
        Your advice helps me a lot, thank you.
        I upload an XML-Format template Word Doc to server as a MIME Object.
        When OfficeControl is started in Web Dynpro, OfficeControl automatically open the XML-Format template.
       For the first time, I get the XString-type Context attribute bind to the content of the Word Doc,
       then translate it to string, I got the XML-format content, it's great!
       However, after the first time, when I input any new contents in MS Word in Web Dynpro,
       no matter I execute "Ctrl + S" or click the "savedocument" button,
       when I translate the XString Context attribute to String, I got messy code. (but the first time, it is good plain text)
       I use the function module: ECATT_CONV_XSTRING_TO_STRING (good for first time, dump after first time),
       SCMS_XSTRING_TO_BINARY, SCMS_BINARY_TO_STRING (good for first time, messy code after first time).
       My Demo source code is in: (system) SMV --> (local object) zhaode --> (Dynpro Component) ztest_office_control
       core source code is as:
       clear itab.
      CALL FUNCTION 'SCMS_XSTRING_TO_BINARY'
        EXPORTING
          BUFFER = lv_datas
        IMPORTING
          OUTPUT_LENGTH = lv_length
        TABLES
          binary_tab = itab.
      CALL FUNCTION 'SCMS_BINARY_TO_STRING'
        EXPORTING
          input_length = lv_length
          mimetype = 'text/plain; charset=utf-8'
        IMPORTING
          text_buffer = lv_datas_string
          output_length = lv_data_len
        TABLES
          binary_tab = itab.
        Can you give me some advice?
    Best Regards,
    Derek

  • Melita Predictive Dialer Integration with SAP CRM WebIC

    Hello All,
    Does any one have any information about "Melita Predictive Dialer" integration with SAP CRM Web IC.
    Please let me know.
    Thanks
    Amar Reddy

    Hello Amar,
    I am only aware of a few customers who have integrated predictive dialing into the Interaction Center, and those customers all used Genesys or Avaya. I'm not aware of anyone who has done this with Melita yet.
    By the way, I wrote a high-level Blog on the topic of automated dialing available on PBX:
    Link:Does Automated Outbound Dialing Fit in Your CRM / Call Center Strategy?
    Warm regards,
    John

  • SOAP integration with mySAP CRM system

    Hi,
    Currently I am using JCO to connecting to mySAP CRM system as per the following configuration:
    <b>Version: ISA 3.0 SP13 </b>
    Java Version: 1.3.1_07
    Java VM Version: 1.3.1_07-b02
    JCo Version: 2.0.5 (2002-09-03)
    Servlet Engine: SAP J2EE Engine/6.20 PatchLevel 34165
    Operating System: Windows 2000 / 5.0
    Want to integrate SOAP with mySAP CRM system. Would any body suggest me what all the configuration setup & components I need?
    Regards,
    Vinayak

    Hi Ram,
    I am not sure if this is still a valid question. But anyways, you can find the process here [http://help.sap.com/saphelp_crm50/helpdata/en/ac/0a346c104541af9d587666efc95da3/content.htm ].
    1.     Maintain an RFC destination to the CTI system
                              Transaction sm59
                              Select http connections to external server and click on create
                              Enter all details.
                              Save
    2.     SAP Menu
                               Interaction Center -> Interaction Center WebClient -> Administration -> Communication Management Software -> Interface Settings -> Maintain Communication Management Software Connections
                               Maintain the entry "BCM" and corresponding rfc connection entry      
    3.     SPRO -> CRM -> Interaction Center -> Basic Functions -> Communication Channels -> Define Communication Management Software Profiles ? Maintain a new entry for CTI system
    4.     Maintain Business Role
                              SPRO - > Customer relationship management -> Business role -> define business role
                              Select IC agent and click on ?Assign function profiles?
                              For the function profile ID ?CONTACTCENTER? maintain the created CTI profile (you can use f4 help)
                              Save
    5. Maintain system settings ( TA:  CRMM_IC_MCM_CCADMX) and assign the profile that was created in IMG to the CMS system ID in the admin menu (TA: CRMM_IC_MCM_CCLNK).

  • How can SMART METER Technology be integrated with SAP ISU system?

    At present the SMART METER technology is integrated with SAP ISU through a third party vendor. The idocs are sent to a third party and the readings are downloaded and sent back in idoc segments.
    How can the integration be done without the third party intervention.

    HI
    SAP XI   needs to be  used for 3rd party  intervention to  send and recive idocs..
    or there are some thrid party  softwareslike MDUS ,meter data utilisation  system.which  wil be again a interface between  sap and ami system
    so basically  its like  sap syst--sap xi3rd patry 4 ami  comapnyami system
    kr
    raj

  • User license query while integrating with SAP HR system

    One of our clients wants to develop  web based employee self service applications (web enabled modules) on their existing SAP HR suite.
    Currently they are on SAP HR , ECC 5.0
    Would they need to buy extra licenses for integration with the existing system or can the existing licenses be used concurrently?
    I am not sure where to look for this piece of information. In case this question is inappropriate to this forum my apologies for the same.
    Best Regards
    Yuvaraj

    Yuvaraj,
    The best thing would be for your client to contact their SAP account representative and check how many and what type of users their existing licensing agreement with SAP includes.
    Best Regards,
    Alexandra

  • External product catalog integration with SAP CRM

    Hi Forum,
    I want to integrate a third party Java based product catalog with SAP CRM.
    Currently, ISA is being used as the front-end.The CRM has a product catalog which is being used.
    In place of this I want to add an external product catalog.
    This is for a B2C shopping website. The user will browse through the external catalog and the selected products should be added to the shopping basket of ISA.
    I'm aware that the Open Catalog Interface (OCI) is used for this purpose in B2B using SRM server.
    Is there a similar interface for B2C applications?
    Aditya Karajgi

    Hi Pratik,
    I dont think you understood my question.
    What I want to implement is something like Open Catalog Interface (OCI) which is used in B2B implementations.
    The catalog will be created by an open source content management system.
    Product categories will be created and maintained using this system.
    Users will browse the catalog and select products.
    These selected products will be added to the shopping basket in Webshop.
    We dont want to get into the complexities of using JCo or IDocs for this.
    There should be some interface which is similar to OCI for B2C applications.
    Thanks and waiting for ur response.
    Aditya

  • Need details on Outlook integration with SAP CRM

    Need details on Outlook integration with SAP CRM

    As Robert has stated there is plenty of information if you would have done a search first or looked at the CRM wiki.
    https://www.sdn.sap.com/irj/scn/wiki?path=/display/crm/home
    Please review the rules of engagement before posting further.
    https://www.sdn.sap.com/irj/scn/wiki?path=/display/home/rulesofEngagement
    Due to this thread, being way too vague and a duplicate question, I'm now locking it.
    Thank you,
    Stephen
    CRM Forum Moderator

  • MS Commerce Server integration with SAP CRM (incl. Middleware question)

    Hi,
    We're investigating on how to possibly connect a MS eCom solution (MS Commerce Server) to a SAP CRM backend.
    With the correct middleware and some Bapi's this would probably be do-able solution I guess, but does anyone have info on standard setups for this?
    - Standard Bapi's to use?
    - Middleware to be used (will XI do it all or do we need a 3th party middleware solution)?
    - Are any of the standard MS eCom screens aligned with what's in the SAP Badi's?
    - What about pricing information - is the info returning from the IPC valid for MS eCom display?
    Anyway - if anybody has any ideas or experience around this - feel free to reply.
    Thanx!

    HI Arno,
    I asked our CRM guys but because we are doing workforce management and that required server based integration..
    Do you have any idea for that ?

  • Integrating with SAP CRM / SAP ECC apps with SMP 3.0

    Hi All,
    I have some questions for integrating SAP ERP / SAP CRM applications with SMP 3.0, what my questions is
    1) I want integrate SAP ERP / SAP CRM apps with SMP 3.0 from scratch. (which are available in the SAP Portal)
    2) For that what are all the per-requisites, after integration is done if application want required any changes then how to update that app.
    3) Provided SAP ERP / SAP CRM applications are all available executable only, is there any source are available for all theat apps.
    Some of SAP ERP applications SAP ERP Customer Order Entry, SAP ERP Order Status, SAP ERP Quality Issue, SAP Employee Lookup and etc.. and
    Some of SAP CRM applications SAP CRM SALES, SAP CRM SERVICE MANAGER, SAP Customer and Contacts, SAP Customer Briefing, SAP Customer Financial Fact Sheet, SAP Customer Loyalty, SAP Direct Store Delivery and etc...   which are all available in the SAP Portal.
    Please help me on the same.
    Thank & Regards,
    Ranjith Lingala
    +91-9985241328

    Hi All,
    I have some questions for integrating SAP ERP / SAP CRM applications with SMP 3.0, what my questions is
    1) I want integrate SAP ERP / SAP CRM apps with SMP 3.0 from scratch. (which are available in the SAP Portal)
    2) For that what are all the per-requisites, after integration is done if application want required any changes then how to update that app.
    3) Provided SAP ERP / SAP CRM applications are all available executable only, is there any source are available for all theat apps.
    Some of SAP ERP applications SAP ERP Customer Order Entry, SAP ERP Order Status, SAP ERP Quality Issue, SAP Employee Lookup and etc.. and
    Some of SAP CRM applications SAP CRM SALES, SAP CRM SERVICE MANAGER, SAP Customer and Contacts, SAP Customer Briefing, SAP Customer Financial Fact Sheet, SAP Customer Loyalty, SAP Direct Store Delivery and etc...   which are all available in the SAP Portal.
    Please help me on the same.
    Thank & Regards,
    Ranjith Lingala
    +91-9985241328

  • Profit Center(Controling ) integration with SAP CRM Billing

    Hi,
    we are using SAP CRM5.O & R/3 4.7.
    Can you please some body give the information of Integration CRM Service billing integration with Controling(profit center).
    Regards
    Chandra
    Edited by: Chandra Sekhar Reddy.Botla on Apr 22, 2008 10:14 AM

    HI Anup,
    Thanks for your information .
    Here i will explain teh business senario.
    Here my client is doing service on behalf of  Actual service Provider(ex: cell repairs, On behalf of Nokia my client dong service for the End customers. warranty ).
    So that we creating service order  & billing on end customer, but payer will be the brand (nokia) .
    so here there is no expence relate transaction are posting. Here we are doing only billing (revenue  related transactions). This revenue has to be posted to concern profit ceneter. Where we will give teh profit center integration with CRM Service.
    Thanks in advance.
    Regards
    Chandra
    Edited by: Chandra Sekhar Reddy.Botla on Apr 22, 2008 7:27 AM

  • Steps for Email integration in sap crm system?

    Hi Experts,
    Please guide me the steps for email integration so that the emails are in syn with the WEB UI Interaction centre.Settings at the backend GUI are already defined.Actually in my case the Development system is not integrated with Email sync in WEB UI.I need to test the email functionality in Development system as steps I have followed are as below:
    1)TCode :- SBWP,then I have created a mail & send it to email address which is defined in the SO28
    2)TCode :- SOST,there I have clicked on my test mail,select it & click on execute button,green light appears & shows the message that the email is successfully forwarded.
    Now when I open Web Ui,select my business role & then I go to inbox in the Navigation Bar,select email & click on search.Then it does not appear anything & shows search result zero.
    Kindly suggest me the steps so that I can see my test email in Dev system Web Ui business role .
    Thanks
    Warm Regards
    Vineet Joshi

    Hi Prashant,
    Thanks for your response. I want steps to configure communication channels like e-mail & fax to facilitate receipt of invoice from vendors, sending of PO to vendors, cheques, payment advices to name a few. Please let me know the detailed configuration steps for the same and also do we need to instal any tool to facilitate this process.
    Thanks
    Best regards,
    Bhaskar
    Edited by: Bhaskar Umashankar on Nov 25, 2008 4:08 AM
    Edited by: Bhaskar Umashankar on Nov 25, 2008 4:08 AM

  • MS Commerce Server integration with SAP CRM

    Hi,
    We're investigating on how to possibly connect a MS eCom solution (MS Commerce Server) to a SAP CRM backend.
    With the correct middleware and some Bapi's this would probably be do-able solution I guess, but does anyone have info on standard setups for this?
    - Standard Bapi's to use?
    - Middleware to be used (will XI do it all or do we need a 3th party middleware solution)?
    - Are any of the standard MS eCom screens aligned with what's in the SAP Badi's?
    - What about pricing information - is the info returning from the IPC valid for MS eCom display?
    Anyway - if anybody has any ideas or experience around this - feel free to reply.
    Thanx!

    Thanks Baskar for your reply
    Can you please endorse if the following activities are needed to perform for its implementation
    1. Using MS EPM SDK, create mapping data (XML)
    2. Windows Synchronization Service to detect changes in MS EPM
    3. SAP PI / XI for web-services
    4. BAPIs to update SAP PS project
    The same goes to sync SAP PS with MS EPM  in reverse order.
    Plus, is there standard implementation document available as provided to integrate MS EPM with cProjects?
    There are many forum posts for which all replies are related to knowledge sharing, possibility and idea sharing. I don't find any post related to its actual implementation.
    Regards
    Nayab

  • CTI Integration with SAP Cloud for Customer

    HI,
    Can some one help me how to connect cti with sap cloud for customer.

    Hey Achyut,
    Cloud for Customer supports CTI and their is an official document for the same as well.
    https://websmp204.sap-ag.de/~form/sapnet?_SHORTKEY=01200252310000101184&_SCENARIO=01100035870000000202&_OBJECT=011000358…
    You can find related docs on service.sap.com/cloud4customer
    Thanks,
    Ravi

  • CTI Integration with Panasonic KXTDA200 PBX Telephony system

    Dear SAP Gurus,
    I am currently working for CORM CHIC Implementation project, now we are integrating SAP with Telephony system.
    Our customer has Panasonic Telephony (PCB) system KXTDA200, and they have Panasonic KXTDA0410 connector to Integrate their telephony system with SAP.
    As per my knowledge, a CMS software is required in order to make a communication between the Telephone system and SAP CORM CHIC system.
    so what is the use of this Telephone connector?
    Which CMS software provider supports this Panasonic connectors / PCB systems?
    I request you to share your expertise to help us in this regard.
    Your suggestions are highly appreciated
    Best regards
    Venu Gopal
    Edited by: Venu  Gopal on Jun 9, 2009 12:29 PM

    As far as I know Panasonic system doesn't figure on SAP BCM Compatibility list. You may want to contact Panasonic themselves to check whether they are compatible with SAP CRM.
    Hope this Helps.
    Regards,
    Ben

Maybe you are looking for

  • Figuring out of a step has been completed

    I posted this here since I am using SwingWorker for my threading, but I may have chosen the wrong section like always. First, here is my code:     class Task extends SwingWorker<Void, Void>         @Override         public Void doInBackground ()     

  • Dbms_lob-replace

    I have a clob database field and I want to replace every occurence of a char with another one(for ex. all 'a's to 'b's). There is not a repalce function in dbms_lob package and I want to know if there is a practical way of doing this. Thanks a lot.

  • Help me, calling a method in another class.

    public class xxx extends thread{ User aUser=new User("MARY") //create an object in the User class aUser.SendToOnlineList();  // i want to use the SendToOnlineList() method to call the AddToList() method which is in the OnlineList class OnlineList.Ret

  • Maintenance Windows - When a client belongs to more than one collection

    Hi, I am a little confused with maintenance windows as I have never had to use them before. I have client that belongs to Collection A with no maintenance window, and Collection B with a maintenance window.   I typically push out apps during the day

  • Missing episode 6 of upstairs downstairs

    Is anyone missing the last episode of Season Two of Upstairs Downstairs. It was aired awhile ago, but i do not see the Episode 6 posted for download.