SAPphone integrates telephony functions in R/3 applications. This allows data to be exchanged between computer and telephone processes. The telephone functions are linked via the R/3 GUI and are supplied with data from the R/3 System.

Users can choose a person in an R/3 application directly and establish the telephone connection. When an inbound call is received, the system either displays the caller data or launches a predefined R/3 application. Users can also enter notes during the call or edit tasks in an R/3 application.

The objective of SAPphone is to merge telephone and onscreen work, thereby integrating telephony more closely in day-to-day activities. SAPphone is intended for both office staff and telephone support staff in call centers.

As a Basis component, SAPphone is designed to be used as a cross-application module. SAPphone functions can be integrated in transactions, reports, and workflow processes in every R/3 application.

The following areas support outbound calls:

• Controlling (head of cost center)
• Application management (applicants and employees)
• Support for Sales and Distribution (contacts and visitors)
• Foreign trade (export licensors)
• SAP Retail (suppliers)
• Treasury Management (business partners)
• Money market and foreign exchange (parties to contracts)
• Real estate management (business partners)
• SAP Business Workflow (enhanced user decision and integration of the Initiate call step as a work item in the workflow)
• Business Workplace (sender and creator of message)
• EDI (persons responsible for and parties to IDocs)

The following areas support both outbound and inbound calls:

• Service Management (parties to service messages)
• Inventory Management (parties to Inventory Management messages)
• Quality Management (parties to quality messages)

Sales and Distribution support also supports Predictive Dialing for telephone campaigns.

Integration of SAPphone in further application areas is also planned.

SAPphone allows users to perform telephone functions by clicking the mouse. The following basic functions are supported by SAPphone:

• Initiating outbound calls
• Terminating calls
• Displaying inbound calls
• Attaching notes to calls.

The importance of integration between R/3 applications and telephone processes is illustrated by the following functions:

• Branching to an application when an inbound call is received
• Identifying callers
• Providing caller information stored in R/3
• Storing unanswered calls with callback function
• Linking calls to documents from the Business Workplace
• Integrating calls in SAP Business Workflow
• Using telephone calls to start workflows