Setting Up Telephone Integration (SAP Library

Setting Up Telephone Integration

Purpose

Various settings must be made in SAPphone to enable communication to occur between the SAP System and the telephone system.

Prerequisites

The following components must be installed:

Telephony hardware (for example, telephone exchange, or telephony server for a central or client-server installation)

Telephony software (for example, from the manufacturer of the telephone system or a third-party product)

SAPphone server (for the connection via TAPI)

The RFC connection between the SAP System and the SAPphone server (or the self-programmed gateway software) must be configured. The following settings must be made for this:

RFC destination for outbound calls (transaction SM59)
RFC destination for inbound calls (in the Saprfc.ini or the gateway software)

For more information on the RFC connection, see Displaying, Maintaining and Testing Destinations and The SAPRFC.INI File.

Process Flow

Function	Transaction	Description
Execute Customizing	SPRO or SCOT	Customizing for SAPphone is carried out in the SAP Implementation Guide under Basis -> Basis services -> Communication interfaces -> SAPphone. You can change the settings in SAPphone system administration (SPHB). To do this, choose one of the following functions under the menu option Settings: Telephony active / Work center ID: Here you can activate telephone integration for the current clients. The dialing functions are only shown in the applications if telephone integration is active. Also decide how the telephone work centers are to be identified in your system. See Work Center Identification. Number conversion inbox: You can change the number conversion rules for inbound calls here. Define address areas: Here you can maintain the address data areas in which the caller's master data record is searched for. This is normally the central address management. However, some applications store their address data in separate database areas.
Create a site	SPHB	Creating a Site
Create telephony servers	SPHB	See Creating and Maintaining a Telephony Server
Create deflect groups	SPHB	Make this setting if users are to use the function Deflect. For more information, see Call Deflection.
Create extension number protection	SPHB	Make this setting if you want to protect telephone numbers against misuse. For more information, see Extension Number Protection.
Create a template for user settings	SPHA or SPHB	Make this setting if you want to create default settings for the user settings for various user groups (for example, whether and which applications are to be started for inbound calls). For more information, see Creating Templates for User Settings.
Create work centers	SPHA	See Creating and Maintaining a Work Center Individually
Test the settings	SPHA/SPHB/SPHS/SPHT	See Testing Settings

Result

Users can now start working with SAPphone. Tools are available to system administrators for monitoring the telephony environment and for error analysis.