Telephone Integration with SAPphone

Use

This telephony solution comprises three distinct layers - the SAP application, SAPphone, and the telephone system itself. The SAP System encompasses the SAP applications and SAPphone and is linked to the external telephone system by the SAPphone RFC interface. SAPphone manages communication between the SAP System and the telephone system in order to allow data exchange between telephone and computer processes.

Telephone Integration with SAPphone

  1. SAP application: access to telephony functions

    The SAP 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 SAP applications receive data on inbound calls from SAPphone for further processing.

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

    SAPphone features a user interface for executing telephony functions, and transactions used to define the necessary settings and Customizing options for telephone integration in the SAP System.

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

    Outside the SAP System, telephony hardware and software is required to control the telephones, and connection software between the SAP System and the telephone system is also needed.

The components can be installed in different ways: