CTI Integration with Service Cloud

[former_member773967]

Hello Gurus,

Is there a possibility to use a different ID than the phone number for detecting the user Profile in SAP Service Cloud?

What happen if Two users have the same Phone number in SAP Service Cloud?

Thank you,

Lara,

[former_member226 · Accepted solution]

Hi,

Yes, it is possible to change the default search behaviour pattern for CTI with C4C. You need to implement Enhancement Option(aka BADI) CTICustomerSearch of namespace http://sap.com/xi/AP/FO/Activity/Global via SDK. In BADI you can model the behaviour of customer search for CTI integration. An example implementation could be found( along with description )on https://help.sap.com/viewer/5d3ae4aa1f174b2cb6ec625c93ef8884/LATEST/en-US/25ba1d38da8e4badb4eb6e7a30... .

To your second question...In case 2 customer shares the same phone number then the system proposes all the contacts matching the phone number, while the sales agent will be asked to confirm the desired the customer(based on customer response?)

BR
Saurabh

[former_member773967 · Accepted solution]

Hello Saurabh,

Thank yo very much for your help!

Kind Regards,

Lara