Telephony integration includes all the components that allow you to use the
CIC
as a call center.
In addition to telephony hardware, such as a switch or a telephony server, a
CIC
with telephony integration can include the following software components:
Component |
Use |
---|---|
SAPphone |
Function modules in the SAP System that integrate telephone functions in SAP applications and control communication between an SAP system and a telephone system. See also: SAPphone (BC-SRV-COM) |
Telephony Gateway |
Part of SAPphone that is outside the SAP system (SAPphone server) and establishes the connection between the SAP System and the telephone system or software for computer telephony integration. The SAPphone server is connected to the external telephone system using the standard TAPI programming interface. The RFC interfaces found in SAPphone can be used instead of the SAPphone server with TAPI. |
SAPconnect |
Function modules in the SAP System, which are used to connect external communication components such as fax, pager, Internet or the X.40 gateway to an SAP system. See also: SAPconnect (BC-SRV-COM) |
Computer Telephony Integration (CTI) |
Separate middleware software from an external supplier used to control the switch. It can communicate with the SAP System via the SAPphone and contain some of the following functions:
|
The following diagram illustrates how these components can interact:
The functionality of a
CIC
with telephony integration depends on the CTI software provided by the external supplier and the CIC components assigned to the framework.
The
CIC
includes components such as the following for telephony integration:
Call State View (CALL_STATE)
Quick Keys (QUICK_KEYS)
Callback Queues (CALLBCK)
Computer Telephony Integration (CTI)
See also: CTI (Computer Telephony Integration)
See also: CTI Interfaces
Call Center (CALLCTR)
These are some of the components available with the
Customer Interaction Center
in
SAP Customer Service
.
See also: Customer Interaction Center
Note
The reference client of
SAP Media
contains the framework IDs
FW_STD_03 (17 inch), FW_STD_04 (21 inch)
and
FW_STD_AMC (17 inch with docking control for Editor)
for use with a CIC with telephony integration.