Difference Between SAP Phone & ICI

Hi All,
We are planning to implement CRM IC WebClient using CRM 5.0. Currently we do not have any phone integration but we would like to consider doing so.
Can somebody please explain me the difference between using SAPphone Vs using ICI? Irespective of which ever option we use, do we still need a CTI Server?
What are the advantages that ICI has over SAPphone? Can we have Email Integration using SAP phone?
Anirudh

Hi Aniruth,
When a Company implements CTI integration for the first time, they have to see 2 option of interfaces.
One is SAPphone and another ICI interface.
Older SAPphone is mainly for telephony only integration in ICWinClient. It does not support other communication channels like email and webchat.
ICI interface is used for web based applications like ICWebClient. A Multi-Channel Server would connect with ICI to integrate with ICWebClient.
ICI and SAPphone are the interfaces that is used to integrate the CTI with the Interaction Center.
So you still need a CTI to route calls, access customer information from CRM system and display on ICWebClient etc..
Give points if it helps!!
John

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conti
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http://www.sap-img.com/abap/difference-between-sap-and-abap-memory.htm
http://www.sap-img.com/abap/type-and-uses-of-lock-objects-in-sap.htm
Set
http://www.geocities.com/SiliconValley/Campus/6345/set_para.htm
GET
http://www.geocities.com/SiliconValley/Campus/6345/get_para.htm
EXPORT
http://www.geocities.com/SiliconValley/Campus/6345/export01.htm
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http://www.geocities.com/SiliconValley/Campus/6345/abapindx.htm

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