Testing Telephone Integration

Use

After you have configured or changed the settings or if an error occurs, you can test them in the following ways:

• Checking the system settings

  SAPphone contains a function for checking the consistency of the SAPphone system settings. Another test function is used to check whether the external telephony software supports the SAPphone interface.

• Testing the Settings you have made for the Telephony Functions

  Test functions are available that you can use to check the settings you have made for the telephony functions. You can simulate inbound and outbound calls as well as data display and branching to the applications. You can also test the functions provided on the SAPphone interface (for example, Transfer or Conference calls).

• Testing the Settings you have made for the Call Center Functions

  The call center functions (for example, registering or deregistering from a queue) can be used using the Customer Interaction Center of the SAP System. If an error occurs, you can use the SAPphone test functions to check the settings for the call center functions.

You can test without a connection to the external telephony software existing. The RFC destination NONE must be assigned to the telephony server for this. This destination does not link to an external program, but to test modules in the SAP System. When testing the functions, you then have to enter the return codes, which would normally be transferred by the external telephony software, manually.

Activities

After installing and configuring your telephony environment, check the system settings.

After you have configured SAPphone or if an error occurs, you can test the telephony functions.

If errors occur when using SAPphone in a call center environment, you can test the settings for the call center functions.