SAP C4C CTI integration with AVAYA client side

[Former Member]

Good day Experts

We are implementing C4C CTI integration. The client is using AVAYA currently and just wanted to know what do we require from the telephony provider to implement the CTI integration?

Many thanks

Mark Grant

[arun02_12]

Hello Mark,

Follow the help center document
https://help.sap.com/viewer/5d3ae4aa1f174b2cb6ec625c93ef8884/1911/en-US/5d063456fe004c15a581feb03f91...

From Avaya desktop client, you need to call the Local host parameterized URL in the background, SAP CTI adapter will pick that up further and trigger the call inside the system.

Best Regards,

Arun

[former_member640082]

Hello Arun,

I am about to start the integration between Avaya and C4C using widget because the client doesnt want to install anything in the agents machines. If you could please help me with wht should i require from the provider exactly ?

i saw the admin guide, the detail are quite confusing

Thank you

Sarah

[arun02_12]

HI sarah_seingh,

In case of widget based integration C4C only acts as a platform/URL Mashup over which the Widget loads

CTI vendors provide embedded widgets, and call handling depends entirely on the capability of the widget.

The Vendor provides the Widget URL which needs to be added to the Live activity configuration of C4C.

Best Regards,

Arun

[former_member640082]

Hello Aron,

Thank you very much for your quick response.

Well so i just want to keep in mind all responses for my clients questions and this is my first time with CTI integration.

1: Provider will provide us URL Widget is my client will pay it any added charges to Avaya to get this widget ?

2: Configuring inbound and outbound calls does the documentation in admin guide is enough ? beacause i saw in some blogs that i will need bridge and some other things?

Thank you

Sarah

[anthonyx_uliano]

Hi mark.grant - You need a bridge between the AVAYA platform and SAP C4C for CTI integration. We're one of the certified vendors that provide that type of integration. I'm happy to put you in touch with one of our experts who can assist you further. You can send me a direct message.

Thanks, Tony

[former_member333933]

Hi Sarah,

You need a bridge between the AVAYA platform and SAP C4C for CTI integration. We're one of the certified vendors that provide that type of integration.

You can review us here and contact through sap appcenter

https://www.sapappcenter.com/en/product/display-0000023361_live_v1/AMC's%20DaVinci%20for%20SAP%20Clo...

Best Regards,

Vamshi Suddapalli

AMC Technology