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Sales Cloud + MS Teams: Inbound Calls

mkunert
Explorer
0 Kudos

Hello experts,

is there a way to integrate inbound calls from MS Teams in SAP Sales Cloud via widget? Like it is possible for service scenarios but in this case it will be used only for sales related topics, no service functionalities activated.

Best regards

Max

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Juliuspereira
Active Contributor

Hello Max,

I see 2 parts to your question. For the first part, you can integrate inbound calls from MS teams with SAP C4C. However, its not an out of the box solution, but a partner solution which you could procure. Here is a blog talking about it.

https://answers.sap.com/questions/13503990/c4c-cti-integration-ms-teams.html

For the second part of your question, unfortunately, out of the box, the CTI solution doesn't work for sales. For instance, if you are expecting that when an inbound phone call comes in, you would be able to see sales history of the caller etc, that is not possible. There are ideas out there in the influence portal asking for this functionality. However, its not there yet.

Even the click to dial functionality doesn't work for leads, opportunities etc wherein, if you click on a phone number from any lead or opportunity screen except from the overview facet in the Contacts tab, it does not link that phone call activity to the lead or opportunity and thus the activity exists as an orphan, just tied to an account and contact.

Sorry for not having a better favorable answer. Its just the way it is with the current state of the product. But I'm hopeful that these improvements will come, in the not so distant future.

Julius

mkunert
Explorer
0 Kudos

Hi Julius,

thank your for the insights, it was very helpful to get an idea about the current possibilities. So lets just wait until these features will be delivered (hopefully soon) in the future.

Best regards

Max