Telephony integration

[Former Member]

Hello,

What are the steps involved in telephony integration in CIC. Please explain in detail.

Thanks,

Diana Kurien

[Former Member · Accepted solution]

Is this for Utility Customer care?

you need to have TAPI details and then need to do setting at SPHA and SPHB there you need to maintain telephony site ,server , workcenter and you need to mention TAPI details for SPHB.

Regards

sree

[Former Member]

Hi Sree,

Thank you.

Can you explain me the TAPI settings?

[Former Member]

hello

u need to understand 1 thing.tapi settings will be taken care by the service providers of tat s/w say ex seimens.u need to jyst configure rfc settings for that fro saps point of view.then u need to configure sap phone server from sap point of view.

http://help.sap.com/erp2005_ehp_03/helpdata/EN/e2/5e560e880911d1aab000a0c943858e/frameset.htm

is the link for sap phone server settings to be made.

unless tapi is not installed 1st u cant get ur sap phone server made use..

kr

raj

[Former Member]

Hello,

This below link is not working. Please provide me the correct link.

http://help.sap.com/erp2005_ehp_03/helpdata/EN/e2/5e560e880911d1aab000a0c943858e/frameset.htm

[Former Member]

hi

thats the actual link for sap phone server configuration.may be its a saps error.wait for some time

kr

raj`

[Former Member]

for cti need to follow this

Configuring the CTI Component

The CTI component is the central component that administers the data interchange and the consistency between the CIC functions and SAPphone APIs to the telephone system (CTI). The CTI component is therefore notified of all processor sessions and all telephone operations from the application. The component runs in the background and does not contain any visible elements or screens.

You can make the necessary settings in the IMG node Customer Service à Customer Interaction Center (CIC) à Component Configuration à Configuration of CTI Component. There are two activities at your disposal here:

· Maintain Profile of CTI Component

Here you define the ID and configure the parameters of the CTI component (telephony integration).

For example, you can determine the behavior of the login and logout processes when the front office transaction is called, from full automation right through to a manual procedure.

· Assign Telephone Queues to CTI Profiles

Here you can define a CTI profile and assign queues/telephone numbers to this profile. Processors can then log on to these queues when they call up the front office.

You integrated the profile for the CTI component in your CIC profile under the component profile category CTIADMI_PROF or CTIQA_PROF. You also need to include the component CTI in your framework.

kr

raj

[Former Member]

HI

after doing that go to t code sphb and create sites,server destiantion,extension numbers etc..

then GO TO sphd and spha....and fill necessary items

kr

raj

[Former Member]

hi read this link

http://help.sap.com/search/highlightContent.jsp