Integrating SAP Applications and Telephone Work

Use

The main advantages of telephone integration in the SAP System come from the fact that the telephone activities are connected with the business processes represented in the SAP System. The information obtained from the calls is directly available in the SAP System and can be processed further. For example, the task Create purchase order can be started directly for employees in telesales when an inbound call is received. If caller data exists, this is automatically entered in the order form. Employees with variable tasks can first display the caller data with a task list and then start an application from this list by double-clicking.

Integration

Tasks that are displayed to the user for selection must fulfill the following criteria:

  • The task is suitable for inbound or outbound calls

  • The user has the required authorization to execute the task.

These tasks are displayed to the user for selection in the SAPphone window. The SAPphone window can be open continually in parallel to the main window during work in the SAP System. When an inbound call is received, the window is started automatically, provided that this is set in the user settings. Alternatively, each user can set one task that is started automatically when an inbound call is received. This task must also fulfill the above criteria.

Procedure

For information on how system administrators maintain tasks, see Displaying and Maintaining Tasks Suitable for SAPphone.

For information on how users can start applications, see Starting an Application.