IC Webclient integration with Telephone system

[Former Member]

Hi Guys,

A client of uses Mitel (VOIP) telephone system and wants to integrate the phone system to CIC Webclient so that some sort of BP detection (using incoming phone number) can happen in the IC when a call comes in.

As Mitel is not on list of the SAP certified Computer Telephony vendors, what are the options that we can look at to achieve this ? We do not want to necessarily use a CTI solution for this unless its essential.

Your inputs on this are very much welcome.

[Former Member]

Hi Deejay,

Where can i get the list of SAP certified Computer Telephony vendors.

Thanks Madhu

[Former Member]

Dee jay ,

You would have to test the CRM system with the VOIP solution . I have worked with many clients where the NON CERTIFIED CTI system worked flawlessly . CTI is the only way by which the incoming phone number is configured and the BP number is retrieved . So you would not make much headway without one .

Reward points if helpful

[Former Member]

Hi,

I am a bit confused now.

Do you mean to say that the Mitel Phone system can act as a CTI system ?

Or we need to have a separate CTI system apart from Mitel phone system to carry out this integration with the CRM system.

Also, could you possiby explain to me how ANI works ? Is it that the phone system passes the phone number of the calling person to CRM system where the search is done and the relevant BP picked up ? Or the CTI system have some sort of database where the BP numbers along with the phone no's can be stored and searched upon ?

Points guaranteed for useful answers.

[Former Member]

Hi,

Telephone is PBX system. In order to connect the telephone system to SAP Phone(CRM system), you need CTI Server. CTI enables the integration to ICI of CRM System using XML/SOAP protocols.

ANI module is a part of the Telephone system which enables to identify the customer number in CRM application. In other words, as you said, it is the phone system passing the phone no. of the calling person to CRM system. CAD generated on the IVR module part of telephone system).

CTI transfers the CAD to CRM and BP is displayed in the Interaction Center.

Hope this helps your understanding. Please give points if so.

Thanks,

John