How to Integrate C4C with Mitel EasyPop?

[abimanyu_g]

Hi All,

Mitel is one of the telephony systems that will be used for call centers.

I have attached the screenshot of Mitel easy pop application which will be used to receive a call from a customer.

Expectation

This application will automatically open the browser with the provided URL when a call is received.

Now in our case, when a call arrives we want to launch the C4C Live Activity Centre by providing the URL with the Calling Number as a parameter.

If the number already exists in our system, the account's details need to be displayed.

If anyone worked on this Mitel integration with C4C, please a needful here.

Regards,

Abimanyu G

[marcus_echter]

Hi Abimanyu,

integration to a 3rd party CTI vendor needs to be built in the project unless Mitel already built that integration as part of their offering for you. You basically have 2 options for that integration - adapter-based (local adapter running on agent desktop) or widget-based. See the following documents for more details:

https://blogs.sap.com/2018/02/06/sap-hybris-cloud-for-service-cti-integration-options/

https://microlearning.opensap.com/media/How+to+Set+Up+CTI+Integration+-+SAP+Service+Cloud/1_3af5mp5s

https://help.sap.com/docs/SAP_CLOUD_FOR_CUSTOMER/5f35ee8b31e44f2786d7c2696defa2f6/0fe6b803a7f844e8a0...

SAP also provides an out-of-the-box with Sinch (former SAP Contact Center). You can find details in the linked resources above.

Cheers, Marcus

[abimanyu_g]

Hi Marcus,

Thanks for your suggestion. We have implemented this using CTI client adapter.

In the Mitel EasyPop, I maintained the http://localhost:36729/?CID=BCM1234&ANI=%CallingNr% URL.

When a call comes in, this app opens the localhost URL in the browser and when we switch to the C4C tab, it displays the Live Session screen of the call.

Question: My client doesn’t want this localhost tab to open when a call comes. So, is there a way to skip the localhost link and open the C4C page directly?

Regards,

Abimanyu G