Working with SAPphone 
SAPphone enables you to control your telephone using the SAP System and to use support functions, such as creating notes or starting call-related applications. A standard interface is available for these telephony functions.
Prerequisites
The following conditions must be fulfilled before you can select the telephony functions (otherwise the telephone symbols will not be displayed or will be deactivated, for example):
Your system administrator must have activated telephone integration.
Your telephone work center must have been created.
The SAPphone interface contains a status display, which is automatically updated when the status of a call changes. However, this automatic update function only works if your external telephony software actively transfers status changes to the SAP System (this is supported by the SAPphone server, for example). If not, the status display is only changed when the user updates it manually.
Features
The following functions are available on the SAPphone interface:
Initiate call, accept call, hang up individual or all calls
Create notes for a call and display existing notes
Put call on hold or retrieve call
Switch to another call
Transfer and reconnect calls with or without consult
Establish conference calls
Branch to an application
Search the address management for telephone numbers or other personal data
Display data attached to a call
Branch to the maintenance of your work center settings or user settings
Register or deregister on call center software
More Information
For more information, see
Searching for Callers Not Recognized by the System
Creating and Displaying Notes for a Call