Work Center Settings and User Settings

Use

The settings for a work center have to be maintained in SAPphone before the telephony functions can be executed on this work center. The work center settings contain the attributes of the computer and the telephone. SAPphone works on the basis that a constant relationship exists between these two components. A user can work at different work centers. Inbound calls are treated in the same way (in accordance with the user settings) everywhere, irrespective of the current work center.

Work Center Settings

A SAPphone work center is described in the work center settings by the following attributes:

  • Work center ID and type of work center identification

  • Telephone number

  • Telephony server

  • User responsible

  • Current user

  • Host name of computer

SAPphone generates an ID when a work center is first created. If the recommended types of identification are used, the work center is identified either by the ID stored in the registry of the computer or by the host name of the computer.

The user responsible can change the work center settings. Users can also work at a work center to which they are not assigned as the user responsible. When they log on, they are entered as the current user by the system but they cannot change the work center settings.

User Settings

Your user settings determine how your inbound calls are handled. For example, the caller data can be displayed or a specified task can be started directly. Users can be notified of unanswered calls in the Business Workplace.

The agent ID and password are also stored in the user settings. Users require this data to log on to a queue in a call center environment.

Activities

The work center settings have to be maintained for a work center before the telephony functions can be used on this work center. These settings have to be made on the computer that belongs to this work center. Therefore, the employee who works on the computer normally makes the settings. Theoretically, employees can assign themselves any extension. Therefore, SAPphone provides functions for protecting extension numbers.

In contrast, the maintenance of user settings is optional. Each user is first assigned the standard settings or the template settings configured by administrators. For information on how to maintain the settings, see Maintaining the Work Center Settings and User Settings.