IC Webclient integration with Telephone system
Hi Guys,
A client of uses Mitel (VOIP) telephone system and wants to integrate the phone system to CIC Webclient so that some sort of BP detection (using incoming phone number) can happen in the IC when a call comes in.
As Mitel is not on list of the SAP certified Computer Telephony vendors, what are the options that we can look at to achieve this ? We do not want to necessarily use a CTI solution for this unless its essential.
Your inputs on this are very much welcome.
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
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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).
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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.
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[Fwd: Re: Integration with CM Systems ...]
-------- Original Message --------
Subject: Re: Integration with CM Systems ...
Date: Thu, 10 Aug 2000 15:47:21 -0600
From: Cindy Eldenburg <[email protected]>
Organization: BEA Systems, Inc.
Newsgroups: weblogic.developer.interest.personalization
References: <398f3c55$[email protected]>
Prashanth,
The are a lot of differences in what the Documentum does as compared to
Interwoven Teamsite. Comparing these items is like comparing apples and
oranges.
Normally in Teamsite, during the document capture process, a Teamsite
user
categorizes documents by specifying the documents' metadata attributes
using
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OpenDeploy
workflow mechanism is used to publish the content to the WLCS database.
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by
Documentum. Once the Documentum user captures a document and tags it
with
metadata attributes, the document may be immediately available to WLCS
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involved).
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Cindy Eldenburg
Prashanth A wrote:
Can anyone explain to me clearly what does Weblogic mean when it says it
integrated with Interwoven and Documentum. Is there any difference in the
way it interacts with Interwoven as compared to Documentum. As in a run-time
interaction with Documentum whereas a static integration with InterwovenPrashanth,
The are a lot of differences in what the Documentum does as compared to
Interwoven Teamsite. Comparing these items is like comparing apples and
oranges.
Normally in Teamsite, during the document capture process, a Teamsite
user
categorizes documents by specifying the documents' metadata attributes
using
Teamsite templates. Once the documents are captured, the Interwoven
OpenDeploy
workflow mechanism is used to publish the content to the WLCS database.
Unlike Interwoven Teamsite, Documentum products manage the metadata and
documents in their own repositories. Thus, with this integration, WLCS
queries
the Documentum system at runtime via a specialized JDBC driver supplied
by
Documentum. Once the Documentum user captures a document and tags it
with
metadata attributes, the document may be immediately available to WLCS
(depending on administrative options in Documentum, such as whether
staging is
involved).
Please contact your sales person for a more detailed overview of what
these two
products do and how they interface to WLPS.
Cindy Eldenburg
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Can anyone explain to me clearly what does Weblogic mean when it says it
integrated with Interwoven and Documentum. Is there any difference in the
way it interacts with Interwoven as compared to Documentum. As in a run-time
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Edited by: Raghu Ram on Aug 25, 2008 11:21 AMHi,
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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).
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Can anyone explain to me clearly what does Weblogic mean when it says it
integrated with Interwoven and Documentum. Is there any difference in the
way it interacts with Interwoven as compared to Documentum. As in a run-time
interaction with Documentum whereas a static integration with InterwovenPrashanth,
The are a lot of differences in what the Documentum does as compared to
Interwoven Teamsite. Comparing these items is like comparing apples and
oranges.
Normally in Teamsite, during the document capture process, a Teamsite
user
categorizes documents by specifying the documents' metadata attributes
using
Teamsite templates. Once the documents are captured, the Interwoven
OpenDeploy
workflow mechanism is used to publish the content to the WLCS database.
Unlike Interwoven Teamsite, Documentum products manage the metadata and
documents in their own repositories. Thus, with this integration, WLCS
queries
the Documentum system at runtime via a specialized JDBC driver supplied
by
Documentum. Once the Documentum user captures a document and tags it
with
metadata attributes, the document may be immediately available to WLCS
(depending on administrative options in Documentum, such as whether
staging is
involved).
Please contact your sales person for a more detailed overview of what
these two
products do and how they interface to WLPS.
Cindy Eldenburg
Prashanth A wrote:
Can anyone explain to me clearly what does Weblogic mean when it says it
integrated with Interwoven and Documentum. Is there any difference in the
way it interacts with Interwoven as compared to Documentum. As in a run-time
interaction with Documentum whereas a static integration with Interwoven -
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Message was edited by: Achim Hauck -
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http://scn.sap.com/people/sandro.garofano2/blog/2009/09/02/connect-sap-application-system-to-multiple-sap-pi-integration-server--variant-n-1Hi All,
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