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

Our SAP CRM CTI connector links Cisco Unified Contact Center Enterprise (UCCE) or Express (UCCX) with SAP CRM using SAP Interaction Center (ICI). It provides CTI call controls in the SAP IC interface, 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.

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

supported  

Cisco Packaged Contact Center Enterprise (PCCE)

versions 9 and above

SAP CRM

versions 5.0 and above

Hardware Requirements

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

Software Requirements

Operating System Windows Server 2012 R2 64-bit or above
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