Setting Up Telephone Integration

Various settings must be made in SAPphone to enable communication to occur between the SAP System and the telephone system.

Prerequisites

The following components must be installed:

Telephony hardware (for example, telephone exchange, or telephony server for a central or client-server installation)
Telephony software (for example, from the manufacturer of the telephone system or a third-party product)
SAPphone server (for the connection via TAPI)

The RFC connection between the SAP System and the SAPphone server (or the self-programmed gateway software) must be configured. The following settings must be made for this:

RFC destination for outbound calls (transaction SM59)
RFC destination for inbound calls (in the Saprfc.ini or the gateway software)

For more information on RFC connections, see Displaying, Maintaining, and Testing Destinations.

Process

Function	Transaction	Description
1. Execute Customizing	SPRO or SCOT	Customizing for SAPphone is executed in the SAP Implementation Guide. You can change the settings in SAPphone system administration (SPHB). To do this, choose one of the following functions under the menu option Settings: Telephony Active / Work Center ID: Here you can activate telephone integration for the current clients. The dialing functions are only shown in the applications if telephone integration is active. Also decide how the telephone work centers are to be identified in your system. See Work Center Identification. Number conversion inbox: You can change the number conversion rules for inbound calls here. Define the address data areas: Here you can maintain the address data areas in which the caller's master data record is searched for. This is normally the central address management. However, some applications store their address data in separate database areas.
2. Create location	SPHB	Read Creating Locations.
3. Create telephony servers	SPHB	See Creating Telephony Servers
4. Create deflection group	SPHB	Make this setting if users are to use the function Deflect. For more information, see Call Deflection.
5. Create extension number protection	SPHB	Make this setting if you want to protect telephone numbers against misuse. For more information, see Extension Number Protection.
6. Creating Templates for User Settings	SPHA or SPHB	Make this setting if you want to create default settings for the user settings for various user groups (for example, whether and which applications are to be started for inbound calls). More information is available in Maintaining User Settings Individually.
7. Create work centers	SPHA	See Creating and Maintaining Work Centers Individually
8. Test settings	SPHA/SPHB/SPHS/SPHT	See Testing Telephone Integration.

Result

Users can now start working with SAPphone. Tools are available to system administrators for monitoring the telephony environment and for error analysis.