Use

The component Computer Telephony Integration (CTI) controls data exchange between the CIC components and the SAPphone TAPIs. For example, it executes calls to SAPphone and reports the modes open for the call center agent and all telephone operations from the CIC to the external supplier’s CTI software.

Integration

This component is invisible. This means it runs in background processing and is not displayed on screen.

See also: Component

The component is one of the CIC components in SAP Customer Service .

See also: CTI (Computer Telephony Integration)See also: CTI Interfaces

Prerequisites

You want to use the CIC with telephony integration.

You have assigned the invisible component Computer Telephony Integration (CTI) to a framework.

See also: Framework See also: Component

You should have created a component configuration for the component. When you did this, you defined the log-on and log-off process for accessing the CIC in the activity Maintain Profile of CTI Component and assigned queues and telephone numbers to a CTI profile in the activity Assign Telephone Queues to CTI Profiles , so that the call center agents can log onto these when they access the CIC .

You must assign the configuration profile created above to a CIC profile with the profile types CTIADM_PROF and CTIQA_PROF .

See also: CIC Profile