SAPphone Interface

Use

The SAPphone interface provides access to the various telephony functions that are available in the SAP applications. The interface contains windows, in which current telephone calls, and their statuses, are displayed, a standard toolbar with general functions, and tab pages with more functions.

The following graphic shows the structure of the SAPphone window:

Activities

Calling the SAPphone Interface

You can call the SAPphone interface from all applications that support generic object services. You recognize these applications by the icon Services for object that can be found next to the title. You can call the SAPphone interface by clicking this icon:

You can also call the SAPphone interface in SAPphone administration (SPHA). Choose SAPphone. There are also telephony functions that are integrated individually in various applications. If you call these functions, the SAPphone interface is opened.

You can keep the interface open whilst you are working in other applications. The SAPphone interface is opened automatically when inbound calls are received, provided that you have selected the option Display inbound call in your user settings.

Using the Telephony Functions

You can use the general functions in the standard toolbar for all calls, irrespective of the tab page you are on. Select the calls for which the function is to be used and choose the relevant pushbutton.

To update the status display of existing calls, choose . The status display is normally updated automatically. However, if your telephony software does not support this function for all status changes, you have to update the status display manually.

There are special functions on each tab page that relate exclusively to the current tab page:

  • Dial

    You can initiate a call here.

  • Consult

    Here, you can initiate consult and reconnect to the previous call partner. You can also establish a new connection by adding a call to a conference or transferring a call.

  • Forward

    Here, you can initiate a call, transfer a call with consult and reconnect to the previous call partner. You can also transfer an inbound call to numbers from a specific group, which is maintained in your user settings, without answering the call first.

  • Conference

    Here, you can initiate a call, add a call to a conference and reconnect to the previous call partner. You can also leave a conference call yourself or remove another subscriber.

  • Call partner

    Information on the current call partner is displayed here. Assigned business objects are also listed here. You can display and, if necessary, change them. You can go to the address management in order, for example, to search for a call partner that was not recognized by the system, using the telephone number. A list of applications that you can start (for example, Create a purchase order or a service notification) is also available here.

  • Other data

    Data attached to a call is displayed here.

  • Services

    Here, you can branch to the maintenance of your work center settings or user settings. You can also create notes for a call and display existing notes. Functions for registering and deregistering are also available to call center employees.