Outbound Calls: Process Flow

Use

Information on the steps that SAPphone performs in order to initiate an outbound call may be useful to administrators when analyzing errors.

Process

The process begins when an SAP user calls the Dial function. The SAP System must locate the information required to execute the instruction:

  • the telephone number of the caller

  • the number to be dialed (converted according to the number conversion rules)

  • the connection to the telephone system.

1. Read the work center settings

The SAPphone work center ID is read from the registry. The work center settings are read from the table SPH_TERMNL.

Result:

SAPphone ID, telephone number and telephony server for the work center

2. Read the telephony server settings

The telephony server settings are read from the table SPH_SERVER or SXNODES.

Result:

RFC destination for accessing the telephone system software

3. Convert the dialed number

The dialed telephone number is converted for outbound calls in accordance with the number conversion rules.

Result:

The dialed number is converted to meet the local and technical requirements.

4. Initiate the call

SAPphone transfers the outbound and dialed telephone number to the telephone system software via the RFC destination using the function SPS_MAKE_CALL.

Result:

The call is initiated and the telephone rings.