Telephone integration combines data in the R/3 System with telephone functionality. SAPphone, therefore, supports integrated use of computer and telephony services.

In order to allow data exchange between telephone and computer processes, SAPphone manages communication between the R/3 System and the telephone system.

This telephony solution comprises three distinct layers - the R/3 application, SAPphone, and the telephone system itself. The R/3 System encompasses the R/3 applications and SAPphone and is linked to the external telephone system via the standard TAPI or SAPphone RFC interface.

1. R/3 application Access to telephone functionality

The R/3 applications supply data to SAPphone, for example, when a call is initiated with the telephone number, country code, name and company of the call recipient. Conversely, the R/3 applications receive data on incoming calls from SAPphone for further processing.

2. SAPphone: connection to the external telephone system, administration

SAPphone features a user interface for executing telephone functions and transactions to define the necessary settings and Customizing options in the system.

3. Telephone system: external hardware and software (telephone, drivers, PBXs, and so on).

The components can be installed in different ways: