The information on the steps performed by SAPphone to transfer an incoming call is important for administrators if an error occurs.

The process begins when an incoming call is signaled to the R/3 System. The R/3 System must determine the following information:

• Call recipient
• Caller data

The dialed telephone number is converted for incoming calls in accordance with the number conversion rules.

Two scenarios are possible here:

• The telephony server ID is supplied by the telephone system software (for example, with the SAPphone server).
• The telephony server ID is not supplied. In this case, the start of the dialed telephone number is compared to the prefixes of the telephony servers.

The matching prefix is deleted from the dialed telephone number.

A search for the relevant work center is then performed using the telephony server ID and extension. If no work center is found, the next telephony server whose prefix matches the prefix of the dialed number is located.

In the case of a local server, the current user is assumed to be the call recipient.
On a central server, the user logged on to the work center is read from the table SPH_TERMNL. This information is updated whenever a user logs on or logs off.

If more than one user is logged on to one work center, the last user to log on is considered the current user.

The system uses the calling telephone number to search for the caller data in the address data areas specified in the user settings. The function modules specified under ‘Address data areas’ in Customizing are used here.
The system then reads the user settings to determine how the call is to be processed further (is the caller data to be displayed on screen or should a task be started?). The call is not processed further if no settings have been defined for this user.