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 Telephony Integration

Purpose

Telephony integration includes all the components that allow you to use the CIC as a call center.

Integration

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:

  • Call processing using a graphical user interface instead of telephone devices.

  • Automatic Number Identification (ANI): Identify callers using their telephone number.

  • Dialed Number Identification Service (DINS): Determine the last number dialed by the customer.

  • Automatic Call Distribution (ACD): Forward calls automatically using defined rules.

  • Interactive Voice Response (IVR): Interaction between the switch and the caller using language.

  • Voice Response Unit (VRU): Like IVR, but without interaction; for example, “Choose 1 to be connected with the ordering department”. Choose 2 to be connected with the service department

  • Automated dialing to make mass outgoing calls (dialer).

  • Automatic logging of call-related data .

The following diagram illustrates how these components can interact:

Features

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:

These are some of the components available with the Customer Interaction Center in SAP Customer Service .

See also: Customer Interaction Center

Note 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.

End of the note.