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

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    Has anyone done this sort of deployment ? We have already proposed NAC guest server and Wireless controller but we do not know whether the XML application for subscribing the service on the IP Phone is available directly with cisco or does it need to developed.
    Kindly advice on the same.
    Regards
    Azeem

    Hi Vishal,
    Please note that if you want to return ACLs (and usually in wired web auth you need to), you will have to integrate with ACS as NGS itself cannot return ACLs in the reply radius attributes.
    Basically the process is as follows:
    1 - Client plugs cable on switch.
    2 - Web auth is triggered on the port.
    3 - default ACL permiting only DNS and DHCP is applyed so that the client PC can obtain IP address and open a browser.
    4 - Client will be redirected to the NGS hotspot login page.
    5 - Client will enter credentials.
    6 - Client broswer will send an HTTP POST packet containing the credentials.
    7 - The switch will intercept the POS packets and retrieve the credentials entered.
    8 - The switch will send Radius Access-Request to the ACS.
    9 - The ACS will use the NGS as External Identity source to authenticate the client.
    10 - The NGS will reply with Radius Access-Accept to the ACS and the ACS will reply to the switch including the ACL in the Access-Accept.
    11 - the Switch authorizes the client on the port and applies the ACL it received from the ACS.
    Please follow the document Nicolas posted as it is a good one.
    HTH,
    Thanks

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