CTI - Administrator Guide

[nikhilwalsetwar]

Hello Folks,

I am trying to get any administrator guide which can help me to configure CTI in my C4C solution.

I found out some useful links and discussion but I am looking for a detailed documentation which will provide me the idea in depth about the steps i need to carry out at C4C.

And also in one of the PDF it was mentioned as we need to edit CTI project but from where to download it, I don't know.

Can anyone please help me out to get it through?

TIA,

Nikhil

[Former Member · Accepted solution]

Hi Nikhil,

This share should contain the guide you are looking for:

https://mdocs.sap.com/mcm/public/v1/open?shr=LrGobpUfZzwb4McaCCR65-IG61aBwa3nXRqU5zi_dBw

Both the guide and the project, which you need to edit in order to enable outbound calls, are also available on the Service Marketplace.

Kind regards,

Gab

[nikhilwalsetwar · Accepted solution]

Hi Gab,

Thank you for sharing this valuable link.

Do you know how can i call CTI adapter using parameterized URL?

Where do i need to configure that parameter call ?

Regards,

Nikhil 

[Former Member · Accepted solution]

Hi Nikhil,

That's detailed in the integration guide.  Unless you are using SAP Contact Center (in which case the integration is available out of the box), you need to enhance the softphone desktop client so that it calls localhost every time there's an incoming phone call.  It's a minor enhancement, but you need some experience implementing and customizing the specific telephony system (e.g. Avaya).

Thanks,

Gab

[sathya_k5 · Accepted solution]

Hi Nikhil,

In a real time scenario,  the parameterized URL call should be done in the third-party CTI desktop client.

Say Eg. if you are using CISCO, it will have a desktop client and this client should be URL configurable or it should support some script which will contain code for POST/GET request to call C4C CTI adapter.

---------------------------------------

(sUrl = "http://localhost:36729"

'POST Request to send.

sRequest = "CID=CISCO9876&ANI=XXXXXXXXXXX&BP=XXXXX"

)

----------------------------------------------------

So when the incoming call is accepted by the agent in the CISCO desktop client/launch pad will trigger this script(or config) with those parameters. this request automatically will be consumed by C4C CTI adapter if it running at agents laptop/desktop. the same will be sent to Live Activity(agent should keep this live activity open in c4c screen).

If you want to simulate this, you can also write some script and run it your laptop.

I did the same thing and it works fine.

Hope this helps & clears your doubts. Let me know if you have any questions.

Regards,

Sathya

[nikhilwalsetwar · Accepted solution]

Hi Sathya,

Really, it helped me a lot.

Could you please share any document which can help me to simulate call to CTI adaptor as I am not aware about script coding.

Thanks,

Nikhil

[nikhilwalsetwar · Accepted solution]

Hi Gab,

Yes, Our customer is also planning to use Avaya.

Do you know where can i get any info related to enhancements need to be carried out at Avaya?

Thanks,

Nikhil

[Former Member · Accepted solution]

Hi Nikhil,

You need to work with a system integrator with Avaya expertise.  Customizing the softphone similarly to what Sathya mentioned below is straightforward if you have experience with the specific telephony infrastructure.

Thanks,

Gab

[sathya_k5 · Accepted solution]

Hi Nikhil,

There is no standard document. You can even use simple HTML code to simulate this.

check the below links. it may helpful. its just few lines of code.

HTML forms and POST HTTP requests

Sending form data - Web developer guides | MDN

Get help from any developer, it must be very simple.

Regards,

Sathya

[skatschewitz · Accepted solution]

Hi Gab,

would be able to share this file once more please? The link is not valid anymore.

Thanks and Regards

Stefan

[Former Member · Accepted solution]

For Additional information on  Computer Telephony Integration , you can refer --> SAP Hybris Cloud for Customer Administrator Guide

[Former Member · Accepted solution]

Hi Stefan,

As mentioned by Prasanth, you can find the same material within the Administrator Guide, in the CTI section.  You can find it here.

Please note that the guide mentions a few providers (BCM, Avaya, Cisco) as examples, while covering the parameter "CID".  However, since the inbound integration is based on a simple HTTP call, any telephony provider can potentially be connected to C4C (just use any of the accepted CID values).  The only prerequisite to the integration is a local softphone, to be enhanced as shown in the document.

All the best,

Gab

[former_member544509 · Accepted solution]

Hi nikhil

Can you please give access to this guide as it is no longer available.

Thanks

Saruchi