SAP CRM CTI Connector & SAP Hybris C4C ConnectorCisco Unified Contact Center Express (UCCX), Enterprise (UCCE) or PCCE

Integration between Cisco Contact Center and SAP CRM or SAP Hybris C4C

The embedded CTI Connector toolbar provides call controls within the SAP CRM Interaction Center (ICI) or SAP Hybris C4C, eliminating the need for agents to switch between applications.

SAP CRM Interaction Center

SAP Hybris C4C see at the bottom of this article

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.
Our connector supports single sign-on for login i.e., the agent just needs to login into SAP CRM and he will automatically be logged into the contact center.

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.

SAP Hybris C4C

If you are using SAP Hybris Cloud C4C Release 1702 or later, we can enable two types of CTI integrations to your contact center using the new Responsive UI (RUI):
  • In the first one, the agent uses Finesse for state controls, and screen pop up is available in Hybris
  • In the second approach, the agent only uses agent controls directly from within C4C, and Finesse is not visible
Both approaches have limitations as per Dec 2017, but SAP is working on reducing these with each future release, such as (no way to connect a phone call to an existing ticket, no support for outbound calls, no ability to create contact from a phone call).

The advantage is that no local software needs to be installed on the agent desktop.

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 C4C Cloud

Release 1702 or later

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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