Work Center and User-Specific Settings 

Use

The following settings must be made in SAPphone: settings that refer to the work center and those that refer to the end user. The work center settings contain the attributes of the computer and the telephone. SAPphone therefore presumes that a constant relationship exists between these two components. In contrast, the assignment of the user to the work center is dynamic, i.e. the assignment is created each time the user logs on to a work center.

Features

The work-center-specific settings are used to create a SAPphone work center by defining the following assignments:

When the work center is created, a SAPphone ID is assigned and stored locally in the registry. The user responsible can then maintain their own settings. Users can also work at a work center which is not assigned to them. When a user logs on, the current user is therefore entered in the system.

User-specific settings determine how your incoming calls are to be handled. The following options are available:

No information is displayed to the user. However, the user can still manually call functions (e.g. display caller data or start a task) at any time.

A dialog box containing the caller data and a list of applications which can be called directly is displayed. The list contains all tasks which are suitable for incoming calls and for which the user has the required authorization.

The call can also launch a task automatically.

Notifications about unanswered calls, containing the caller data and a callback function, can be displayed to the user. These notifications are sent to the SAPoffice inbox of the user responsible for the work center. In addition, an expiration time can also be entered for these notifications.

In the case of incoming calls, a search for caller data is carried out in the specified areas.

The following additional user settings can be used in call center applications:

Users can be assigned to a group of telephone numbers, to which a call can be transferred without being answered first. At this point, all groups which have been maintained by the administrator are displayed.

This data is required so that the user can log on to the call center software, which uses registration.

Activities

A work center can only be created for the work center on which the procedure is carried out, as the SAPphone work center ID is stored locally.