Testing Telephone Integration 

Use

After you have configured or changed the settings or if an error occurs, you can test them in the following ways:

SAPphone contains a function for checking the consistency of the SAPphone system settings. Another test function is used to check whether the external telephony software supports the SAPphone interface.

Test functions are available that you can use to check the settings you have made for SAPphone basic functions. You can simulate incoming and outgoing calls as well as data display and branching to the applications.

The telephone functions for the call center can be used via the Customer Interaction Center. If an error occurs, you can use the SAPphone test functions to check the settings for the call center functions.

Activities

Before the telephony server can be used, a connection test for the RFC destination must be carried out. The connection test verifies the connection from the R/3 System to the external software. You can do this test when you create the RFC Destination as well as when creating or changing a telephony server.

When creating or changing a telephony server, check the compatibility of the versions of the external telephony software and the SAPphone interface.

When you have made the system settings, check their consistency.

When creating or changing a workplace settings, check the connection between the versions of the workplace and the telephony software. Choose Connection test.

You can only execute the test if a Current user has been entered. When a new workplace has been created, you can only carry out the test once you have saved the settings.

After configuring SAPphone or in the case of errors, check the settings for the SAPphone Basic Functions.

If errors occur when using SAPphone in a call center environment, you can test the settings for the call center functions. You can use the test interface to test the call center functions. To go to this interface, run the report RSPHSPHT. Note that this interface is only for test purposes.

You can test the call center functions without a connection to the external CTI software existing. Assign the RFC destination NONE to the telephony server. This destination does not link to an external program, but to test modules in the R/3 System. You have to enter the data, which would normally be transferred by the CTI software, manually (for example, return codes).