Telephony integration

Hello,
What are the steps involved in telephony integration in CIC. Please explain in detail.
Thanks,
Diana Kurien

for cti need to follow this
Configuring the CTI Component
The CTI component is the central component that administers the data interchange and the consistency between the CIC functions and SAPphone APIs to the telephone system (CTI). The CTI component is therefore notified of all processor sessions and all telephone operations from the application. The component runs in the background and does not contain any visible elements or screens.
You can make the necessary settings in the IMG node Customer Service à Customer Interaction Center (CIC) à Component Configuration à Configuration of CTI Component. There are two activities at your disposal here:
· Maintain Profile of CTI Component
Here you define the ID and configure the parameters of the CTI component (telephony integration).
For example, you can determine the behavior of the login and logout processes when the front office transaction is called, from full automation right through to a manual procedure.
· Assign Telephone Queues to CTI Profiles
Here you can define a CTI profile and assign queues/telephone numbers to this profile. Processors can then log on to these queues when they call up the front office.
You integrated the profile for the CTI component in your CIC profile under the component profile category CTIADMI_PROF or CTIQA_PROF. You also need to include the component CTI in your framework.
kr
raj

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CRM 7.0: Test/simulate telephony integration in IC web client

Hello
one of our customers is currently performing CRM release upgrade from CRM 4.0 to CRM 7.0. In CRM 4.0, they used the sapphone server for telephony integration (CTI) into CRM IC win client (SAP GUI).
Now weu2019re currently testing this feature in CRM 7.0, however, the telephony buttons in the IC web client are shown but do not trigger any action.
My question: Is there any kind of test / simulation scenario for testing the telephony integration using sapphone server directly in the SAP system (without the actual sapphone server)? Weu2019d like to make sure that the customizing of the IC profile itself is correct before looking for other technical issues. We're currently testing using business role IC_AGENT.
I searched SAP marketplace and SDN, however, only found transaction code SPHT and guides for ICI.
Many thanks & regards
Wolfgang

Hi,
thanks for that one, I've read this before but didn't mention that we've got no JAVA stack available. So we'd be looking for a solution that is fully possible with only the ABAP stack.
Regards
Wolfgang

Telephony integration (CAD function profile for business role)

Hi,
1. What's the purpose of defining Contact Attached Data (CAD) profile, then assigning it to the business role?
2. Have you got the step-by-step guidance in configuring that?
Thank you.

Lots of stuff posted in this forum over the last year you should be able to find to answer your question.
What is Computer Telephony Integration (and Why Do I Need It?)
IMG
1. SM59 setup pointing to the vendor ICI product
2. IMG Path: u2192 Customer Relationship Management > IC Web Client> Basic Functions > Communication Channels > Define Communication Management Software Profiles
3. Assign to IC web profile as Contact Center (item created in 2nd step)
non IMG (done manually in each client, dev, test, prd)
4. CRMM_BCB_ADM, define name and point to step 1.
5. CRMM_IC_MCM_CCADM add item from step 4, choose channles phones, and ques are phone 3. Set CAD handling to 4 (leave blank for SAP CCS).
6. CRMM_IC_MCM_CCLNK step 2 to step 4.

CRM 5.0 and telephony integration

Hi gurus,
We have CRM 5.0 integrated with Siemens HiPath ProCentre and we've come across a couple of issues with it, which our users are not able to pinpoint the first occurence of for us to trace back.
1. When ending an outbound call the call timer does not always clear, meaning that SAP CRM does not pass more calls to the user unless they log out of CRM/CTI and back in again.
2. Our telephony is not matching the account based on inbound telephone number.
If anyone has any knowledge in telephony integration and they are able to help it would be greatly appreciated.
Thanks,
Andrew G.

Unfortunately, our limited exerpience makes it tough to know if the issue is with the CTI integrator or CRM. We have a different integrator AMC with Cisco very few issues. The CTI integrator should have logs where they can view the data passing thru their tool. In CRM t-code CRM_ICI_TRACE can be used to used to see the CRM user data. if the user has a PID with CRM_ICI_TRACELEVEL = XXX then more detail level is provided.
We have not experienced the issues you have described. Every blue moon we get a user gets in catch 22 where they can't hang up or end (hang up says not in a call, end says to end the phone call 1st)

Telephony Integration with WD4A

Hi experts,
I am currently investigating the feasability of re-writing and updating our 3rd party direct order entry system using Web Dynpro for Abap. One of the features of our current system written in visual basic is the telephone integration, ie incoming call details pop up on screen, interrupting the program and starting a new process.
I have been investigating how to achieve this through the events framework of WD4A applications. Ideally I would like to subscribe to an 'incoming call' event which will trigger upon recieving a call. Whilst looking through sdn and help pages I have found a lot of information on ICI, ANI and such but nothing yet on how I might actually implement a system described above.
Has anyone attempted such a scenario within WD4A or can suggest how such a result might be achieved?

There are a number of ISV solutions available for CTI integration with Dynamics CRM, such as
mscrm-addons and c360. Beyond those, there are a number of VoIP providers that offer a Dynamics CRM CTI integration, such as
Cisco, Genesys, and Avaya. Finally, Microsoft has released their own Customer Care Accelerator:
http://dynamics-crm.pinpoint.microsoft.com/en-US/applications/customer-care-accelerator-for-microsoft-dynamics-crm-2011-12884914795
--Dodd

IC WebClient Telephony Integration - New workmode

Hi Gurus,
I'm currently working on a CRM 6.0 implementation project. Our system is currently connected with Cisco for telephony.
Currently in the WebClient I have available only two work mode: Ready / NotReady.
I would like to know if is possible to add additional workmodes.
Thanks

Hi Valentin,
The workmodes and their text descriptions are not defined in SAP anywhere, it is up to the software that implements the ICI specification (in this case, the Cisco CRM Connector), to define those, and make them known to SAP.
There is a Cisco registry setting that needs to be configured on the Cisco CRM Connector system itself. The parameter is called "TpiWorkmodeListEn". There is another parameter called "TpiNotReadyReasonCodeOffset" that defines the offset between values configured in TpiWorkmodeListEn, and what is sent to Cisco as the actual reason code.
Here is an example of how they work together:
1. Let's say we want to have custom reason codes "Lunch=4 and Training=7"
2. According to ICI, user defined codes must be numbered at 999 or higher. So we configure our parameter "TpiWorkmodeListEn" with the value "1004=Not Ready - Lunch (4);1007=Not Ready - Training (7)".
3. Now, we know that 1004 and 1007 are not going to be valid on the Cisco side, so this is where the offset parameter defines what value we subtract. So we set "TpiNotReadyReasonCodeOffset" with the value of "1000". so if we select "Not Ready - Lunch (4)" which has a value of 1004, 1000 will be subtracted, and the result (4) will be sent to Cisco
4. After making these changes, you may want to restart your Cisco CRM Connector to be sure the changes take place
I hope this helps!
Sincerely,
Glenn
Glenn Abel
Covington Creative, LLC

Computer Telephony Integration

I am looking for some direction with regards to what is possible with regards to CTI in a CCX 7 Premium environment. Any assistance would be welcome.

That's a wide net you are casting.
At the root of CTI is the ability to pass data "with" the call.
Of course, it normally does not go "with" the call but there is a parallel signalling path between client and server such that information assembled at the server while the call is in the IVR or being routed appears at the desktop when the call arrives. Many desktop clients allow further integration to push the call data into secondary apps.
So maybe you have a user in the IVR entering (say) their account number, and you do a database dip or contact a Web Service using the account number and retrieve a bunch of stuff.
1. Some of this stuff is for self-service (what's my account balance?)
2. some of this stuff is for routing (hey, I'm a Platinum customer so get me to one of the top agents with high priority)
3. some of this stuff is carried to the desktop for presentation and driving into secondary applications.
How about a few more clues?
Regards,
Geoff

Video and Telephony Integration: Enterprise UC with common Dial-plan

Dear Expert,
I have asked the same question under Collaboration but thought to post it under this group too as this is mainly inclined towards Video Integration. I hope this is the right place to post this question.
The enclosed design shows the proposed UC setup which is based upon CUCM (VEr 8.5), ISR Routers(G2 3900/2900Series with PVDM3), Tandberg VCS and VCS expressway..
As always Thank you for all your input..
Regards
M
The expected solution out of this design should provide following
1.Video End point(h323) can call any IP Phone by dialling 5 digit extension and vice-versa.
2.Video end point can make outbound Local,National and International call by dialling the same way as it exist for IP Phone meaning for Local and Long Distance within US by dialling 9 then 10 digit number ,For International: 9011- Country Code- E164 number
3. Video end point will have the extension within 443xx range and can be reached by IP phone by simply dialling 5 digit extension. Route pattern with 443xx will be defined in the CUCM
4. Video End point can be reached by PSTN world by dialling full E164 number i.e 1712-564-43xx . In this call, CUCM will route the call to Video set-up.
5. Common Billing to be used for both Video and Phone setup towards charge-back.6. The most important aspect is Encryption which created all confusion and stopped my progress
Scenario:
Video Conference is going on and the participating users are :
- User on the Internet which have been joined to the conference by dialing their public IP and call established via Tandberg Expressway
-The 2nd user is an ISDN end point and call is routed through the CUCM to ISDN GW(R2)
- This is encrypted Video call
Encrypted Video Call is going on and all of a sudden there is a need to bring in an IP Phone Skinny end point(Audio only) and also a Mobile Phone user. It should be easy to bring these two user as part of the encrypted VC without dropping the ongoing VC.
I have gone through few Networkers Slide and also read that the 3900/2900 ISR supports media as well as signalling encryption and it is possible to achieve this set-up.
But because of involvement of integration with different product line (specific to Tandberg), needs clarification before starting with the lab set-up.
The interpretation of H323 RAS part when Tandberg VCS is acting as a Gatekeeper with respect to CUCM --is different than when Cisco Routers are being used as GK.
Tandberg Gatekeeper if integrated with CUCM comes into play for both Media and Signalling and always participate in the H323 call whereas if Cisco Router is acting as a Gatekeeper then once the RAS part is done Cisco GK goes out of the call.
So,
Please suggest whether anyone tried this setup? If yes then how to achieve this and what should be the link coming out of CUCM to Tandberg VCS-GK.( I think using SIP trunking will do this but not 100% sure about this). Feel free to suggest any design change or any hardware which is required...

Hi
As long as this is new instalation I recommend you to use SIP on all of the end points where possible and integrate with CUCM using sip trunk this will give you two main benefits
- the transformation of the called and calling number from and to CUCM will be easier
-if have end point using H323 and communicating with other end using sip the vcs will do internetworking to this call and you will need license for each internetworked call plus the media path will go through the vcs not direct between end points for internetworking
If you use sip make the end point name/sip usri as [email protected] Calls from vcs to CUCM use search rules with trsformation so if end point dial 123456 only from vcs and the default call is sip vcs will send it to CUCM as 123456@sip domain.com you need to do transformation before sending it to CUCM and send it as 123456@cucmip.
This is just in brief and also using the expersss way you can have your sip domain registered over the Internet and configure dns srv record point sip ton the vcs public ip and Internet calls can come to your end point sip name directly no need to publish ip to others to dial you
HTH
If helpful rate

ICI Telephony web client 'installation' or 'config'

hello
we are looking at setting up telephony integration with our NW04s landscape - ecc, crm etc all are in use.
We will be using a CRM interfaction centre, but wondering - from a basis admin perspective - what is there to do for installation and setup??
As most SAP user interaction will be portal based, I'm assuming I want to use the webclient aspect of ICI. Does that then call BSP's on the backend CRM system?
Does anybody know if there are any install guides available or more information on setup, config etc??
regards
W.

As far as i know CRM interaction center is installed by default on CRM 2007.... anyhow.. you'll find all the info you need at the CRM Master guide on SAP Marketplace.
Regards
Juan

Flash and TAPI integration

is it possible to integrate flash with TAPI if so what would
i need.
The Telephony Application Programming Interface (TAPI) is a
Microsoft Windows API, which provides computer telephony
integration and enables PCs running Microsoft Windows to use
telephone services
thanks
w1357

I believe the security limits of Flash for file upload are
the same as html. A script cannot specify a file on the user's
machine unless the user has selected the file through a form or
Flash FileReference class.

CRM 6.0 ERMS OLTP Report set up

Has anyone used the CRM ERMS OLTP reports available? Appreciate any comments or advice for set up based on our simple scenario for processing email. We are on CRM 2007(s) Version 6.0 and at Support Pack Level 5
Our CRM ERMS system is configured to use the SAP SAPconnect Interface and store all emails in the tables of the SAP CRM System. Every incoming email is routed to the 311 Agent Inbox, where agents have access to all incoming emails. Each OPEN incoming email in our system is processed by an agent and once interacted with are set to status COMPLETE. We do not have any additional business rules defined for automated email processing based on content.
John Burtonu2019s book u201CMaximizing Your SAP CRM Interaction Centreu201D describes E-mail reports that can work with our configuration of ERMS using SAPconnect and Agent Inbox for email processing.
In Section 7.1.3 the Note on page 232, it is stated that for our current version (6.0), several CRM-based reports, known as CRM interactive reports, are available. The reports are online transaction processing (OLTP) and the data is retrieved directly from the CRM system.
In Section 7.5.3 E-Mail Reports on page 258, there is mention of a report called Average Handling Time (the actual amount of time where an agent was actively processing the email) that our Contact Centre would like to use. We would like to start with the standard delivered report but when we (using IC Administrator access) click on the link there is no report available. Any advice appreciated for set up or required authorization.
More Info: Agent Processing of Email & Related BI Reporting we have available
All of our available BI reports are based on Service Ticket information.
Agents interact with the emails, processing replies by creating a correctly coded Service Ticket to wrap each e-mail. The Service Ticket and associated contact account record act like a wrapper, containing both incoming and outgoing emails in the business context. This allows the correct Organization ID and categorization to be associated to each email interaction via the Service Ticket. Service tickets created when interacting with email are of interaction type u201CINTu201D.
This is consistent with the manner we drive out Organization and Categorization for our Service Tickets created by telephone calls which are of interaction type u201C202u201D. These Service Ticket interaction types and statistical information is reportable via the SAP BI 311 reports. We can tell the volume of Service Tickets created via interacting with email versus the volume created by telephone contact. We do not have telephony integration with our CRM system at this time. We do not have any email record data being transferred to BI at this time.
Edited by: Donna Jackson on Jan 24, 2010 6:16 PM

Hi Donna,
How did you solve this issue? We would also like to report on emails but we are using Interactive Reporting and have no integration with BI. So I wonder if those reports are also possible to use via Interactive Reporting. I do not see any proper OLTP Data Source....
I would be very grateful for advise.
Thanks and best regards,
Joasia

Portal Content - Business Packages for CRM 7.0 and IC Webclient

Hi all

We are looking at CRM 7.0 and SAP Netweaver Portal 7.0 integration. 
I've noticed that the Business Package (BP) for CRM 7.0 contains very limited business roles for: 
Channel ManagerChannel Manager 
Partner Manager 
Channel Manager (Telecommunications) 
Partner Manager (Telecommunications) 
Customer 
Digital Asset Management 
Incentives and Commissions 
only.

In the past, there the BP for CRM 5.0 contains a lot more roles including customer service representatives and managers. Given that the standard business role export (from CRM 7.0) and import (EP 7.0) does not work for IC Web client business roles, is there a standard way for functionality delivered in IC Webclient like Customer Service to be integrated into EP 7.0?

Otherwise, if we were to configure each BSP page individually for IC Webclient, will there be functions that do not work? eg: alerts, manager realtime view of CSR activities, call tracking, telephony integration etc..

Thanks!

There are two approaches (that I'm aware of):
- install external authentication (such as an LDAP which can be populated from the R/3 backends)
- install an additional Java instance
I would go for both of them because
- it will make things easier if you implement other functionality that is in the portal (non-ESS)
- it will avoid patching one portal and to keep the SPs of both backend systems in sync with the portal
Markus

How to configure e-mail to forward to outlook 2007

I am looking for help in how to configure my Verizon.msn.com e-mail to forward to outlook 2007. Currently my e-mail is forwarded from Verizon to my msn e-mail address.

Do you make any effort to search for your answers before you post your questions? ERMS is the email response system
The 2nd post on this board - Documentation for Interaction Center (IC) WebClient
There is tons of stuff here to answer your questions as well as show you the configuration. You need a 3rd party CTI solution to do chat that you will read about in the blog.
SAP Notes
759923 Frequently Asked Questions about IC WebClient
940882 Frequently Asked Questions about ERMS
882653 Frequently Asked Questions about Agent Inbox
1114557 SAP CRM 2007 Internet Browser Releases
1118231 Supported user interfaces for SAP CRM
981710 Support for Microsoft Internet Explorer 7.0
1144511 Blank screen when starting CRM WebClient or IC WebClient
1115493 CRM Web UI: Mandatory SICF services for CRM framework
992848 Mandatory ICF nodes for CRM WebClient UI Framework
IC WebClient Consultant Cookbook for CRM 2005
Online Documentation
Online Knowledge Products
Blog: How to Configure Contact Center Simulator User Interface (CCSUI)
Blog: What is Computer Telephony Integration (CTI)

How to Configure E-mail and Chat functionalities

Dear all,
How to configure E-mail and Chat functionalities for IC Webclient.
through IC Webclient ICI interface how can we configure E-mail functionality, As per my understanding, E-mails can be handled in a similar way of receiving phones.
Where these E-mails can be stored?, Where we define agent E-mail id?
being ICI is a multi channel support does it need SMPT server support? If No, would there be any difference in the functionality?
How does CHAT functionality works?
Please educate in above scenarios to get a better understanding.
Your help will be highly appreciated.
Best wishes
Raghu ram

Do you make any effort to search for your answers before you post your questions? ERMS is the email response system
The 2nd post on this board - Documentation for Interaction Center (IC) WebClient
There is tons of stuff here to answer your questions as well as show you the configuration. You need a 3rd party CTI solution to do chat that you will read about in the blog.
SAP Notes
759923 Frequently Asked Questions about IC WebClient
940882 Frequently Asked Questions about ERMS
882653 Frequently Asked Questions about Agent Inbox
1114557 SAP CRM 2007 Internet Browser Releases
1118231 Supported user interfaces for SAP CRM
981710 Support for Microsoft Internet Explorer 7.0
1144511 Blank screen when starting CRM WebClient or IC WebClient
1115493 CRM Web UI: Mandatory SICF services for CRM framework
992848 Mandatory ICF nodes for CRM WebClient UI Framework
IC WebClient Consultant Cookbook for CRM 2005
Online Documentation
Online Knowledge Products
Blog: How to Configure Contact Center Simulator User Interface (CCSUI)
Blog: What is Computer Telephony Integration (CTI)

How to enable Free Seating feature for CTI in IC Web Client?

Hi Gurus,
Cisco needs this following versions features to integrate the Cisco Unified crm connector for SAP.
SAP Interface and Release Level Requirements:
‐ CA-ICI-CTI 6.2 - Integrated Communications Interface u2013 CTI
6.20
‐ SAP NetWeaver Application Server 6.10, 6.20, 6.30, 2004, 7.0
‐ SAP ICI Free Seating feature is required
I would like to know little more details about SAP ICI Free Seating Feature. If I have the latest ICI version with this feature, does it mean, automatically it is available for usage or any licensing has to be done separately to enable this? I am new and dont have much idea how this licensing part works in SAP.
Thanks in advance for your response....
Thanks,
Kumar

Hi Kumar,
As far as I know, to identify the patch which has the required version of this component, you can refer to the respective Interface specification document of the ICI Version.
Alternately, you can also contact the SAP certification center to get more information pertain to this.
You can also find more information in the Blogs below:
SAPphone versus ICI (Integrated Communication Interface)
What is Computer Telephony Integration (and Why Do I Need It?)
Hope this information helps !
With Best Regards,
Vinod

Telephony integration

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