SAP CRM CTI ConnectorCisco Unified Contact Center Express (UCCX), Enterprise (UCCE) or PCCE

Integration between Cisco Contact Center and SAP CRM.

The embedded CTI Connector toolbar provides call controls within the SAP CRM Interaction Center (ICI), eliminating the need for agents to switch between applications.

Call Controls

Controls/buttons on the toolbar change based on the current state of the agent/call and on the telephony event fired from the contact center. Using the communication toolbar, agent can perform the following actions.

  • Accept an incoming call.
  • Hold/Resume/End call.
  • Consult call.
  • Transfer call.
  • Conference call.

Customer information screen-pop

The caller account popup on call arrival happens based on the caller’s phone number. The caller’s number is matched with any of the SAP Contact’s phone number fields and the popup takes place within SAP CRM interface.

Agent State Changes

The agent can change his/her state between ready and not-ready using the specified state change controls from the toolbar.

Agent Login

EF Sap Connector supports single sign-on feature for login i.e., the agent just needs to login into SAP CRM and he will automatically be logged into contact center CTI.

Email and Chat

Handle Cisco UCCX non-voice channels (chat, email etc.) from within the CRM interface via CTI Toolbar by leverage on Expertflow's CCX MediaRouting Engine.

Compatibility with specific versions of Cisco Contact Center and SAP

Cisco Unified Contact Center Express (UCCX)

versions 9 and above

Cisco Unified Contact Center Enterprise (UCCE)

versions 9 and above

SAP Hybris Cloud for Customer


Cisco Packaged Contact Center Enterprise (PCCE)

versions 9 and above


versions 5.0 and above

Hardware Requirements

Upto 50 agents 51-400 agents
Server Cores 2 Cores 4 Cores
Hard Disk 10 GB 20 GB

Software Requirements

Operating System Windows Server 2012 R2 64-bit or above
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