Integration Solution Manager Service Desk with Cisco Contact Center UCCX

[Former Member]

Dears, its  great to have such communicty with such helpful information...

i have some question and need assistance if you don`t mind.

We are going to implement the Solution Manager 7.1 SP10 (Service Desk-ITSM), and we have our Cisco Contact Center UCCX, Does the Solution Manager have the capabilities to be integrated with our Contact Center? I mean like a CTI (Computer Telephone Integration) so the Helpdesk agent receive the call then the caller information pop up where the agent be able to create an Incident/Ticket for him.

Thanks all...

[Former Member]

Hi,

this can be done using the webservice ICT_SERVICE_DESK_API , follow

the other option are

the other options are

http://wiki.scn.sap.com/wiki/display/SMAUTH/Solution+manager+Service+Desk+Integration+with+third+par...

Corresponding api available for sm 7.1

https://websmp206.sap-ag.de/~sapidb//011000358700000973332012D

Please check

Thanks

Jansi

[Former Member]

Hi ,

For external service desk configuration check the below link

Connect an External Help Desk - SAP Documentation

Configuration:

https://websmp202.sap-ag.de/~sapidb/011000358700000935022011E

https://websmp202.sap-ag.de/~sapidb/011000358700000934882011E

Rg,

Karthik