Communication Interfaces for Mail and
Telephony
This section describes the external interfaces and components that handle mail and telephony:
Integrated Communication Interface
The Integrated Communication Interface (ICI) uses the Business Communication Broker BCB. The BCB represents the interface between call center systems and the applications (CRM-ICI or Portal). Various channels are supported, such as telephony, e-mail, and chat.
The Java implementation is realized by the J2EE Engine. SOAP via HTTP is used as the interface technology to the call center systems.
SAPconnect
SAPconnect is the central interface for mail, fax, SMS, and other communication types that communicate with external partners, or that communicate directly with the Intranet or Internet.
This interface is realized by an SMTP plug-in in the kernel, and by a certified RFC interface, BC-CON.
It processes both inbound and outbound documents. Business Communication Services are used to provide the applications with these functions.
SAPphone
SAPphone is used to integrate inbound and outbound telephone calls through a separate SAPphone server. This server is connected to the standard interface TAPI (Telephony Application Programming Interface).
SAP Exchange Connector
The SAP Exchange Connector connects the MS Exchange Server to the SAPconnect mail interface.
However, the SAP Exchange Connector is no longer delivered, and has been replaced by the SMTP plug-in
Further Information
·
Integrated
Communication Interface
·
SAPphone