SAP CTI Call forwarding

[Former Member]

Hello colleagues!

I have a question about some functions of SAP Service Cloud CTI Client Adapter.

Is it possible to forward an incoming call to any another employee?

For example, I am a manager of a call center. And i have an incoming call from a customer. I have a free employye which could help this customer with his questions. So i need to forward a call to his emloyee. Is it possible to do? If it is, how can i set it up?

Best regards,
Alex.

[former_member590177]

I don't think so no. A CTI widget would be provided by the vendor of your phone system. It looks like you are using the "local adapter" based integration.

Try the blog below. It explains how to implement "dial out" functionality using the local adapter which may work for your scenario.

https://blogs.sap.com/2018/01/15/sap-c4c-cloud-cti-integration/

As I said though, this will not transfer the context of the call unless you use the approach similar to that we have used of a custom object.

[Former Member]

It seems that I began to understand why i can't transfer call.

I use pretty simple CTI adapter. This adapter allows to simuate calls. With the help of this adapter we can just have an idea how the callcentre works. But if we want transfer call we need another more powerful application. Am i wright?

[former_member590177]

Yes. If you read through the post from SAP about CTI integration options it advises you speak to your telephony system vendor. If it's one of the one's listed ie SAP Contact Center, Avaya, Cisco, Genesys or New Voice Media, they should be able to provide you with a pre-built CTI widget that will do everything you want.

[Former Member]

I get it. Thank you, Matthew, very much for your time!

[former_member590177]

Hi Aleksandr.

Can you confirm that you are not using a CTI widget? Below has explanation of the different integration options, either using a widget or using local adapter

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

We have set up call transfer capability without the widget, but it was not easy.

The method was that the CTI has to pass a unique ID for the call which will remain the same when the call is transferred. We use Avaya, it is called the UCID, as the "External ID" in the call to the adapter . When agent 1 gets the call in Live Activity, any ticket they create or customer they identify is stored in a custom object, with the UCID as the primary key and columns such as the caller's number, the number they dialled, ticket, customer ID etc.

When agent 2 receives the call, the same UCID is passed to that agent by the CTI. By doing a lookup on that UCID in the custom object we can get the context - caller's number, number dialled and anything added by agent 1 (Customer/Ticket etc).

We developed this in 2016, it required quite a lot of custom code and also adding an Embedded Component to the Live Activity Center. There may be easier ways to do it now - so hopefully someone else can provide you with more help.

[Former Member]

I use CTI client adapter to simulate incoming calls. I thought this client adapter calls "CTI widget". Isn't it?

[former_member590177]

Hi Aleksandr

The video below explains how to do it if you are using a CTI widget

https://www.youtube.com/watch?v=EG8Pj8isA8s

This functionality was added to C4C RUI/Fiori client in 2018

If you aren't using a CTI widget, you would probably need to use the "Dial Out" functionality of the CTI Adapter. I believe the admin guide has a section on how to do that, it does require some .net programming skills and knowledge of the integration to your phone system. Note that if you go down that route, context (Ticket/Customer etc) would not be transferred to the receiving agent.

[Former Member]

Hi Matthew!

I saw this video before but somehow there is no Transfer icon in my system. That is why i am asking if someone know about additional setup for transferring.