In SAP Service Cloud Version 2, computer telephony integration, or CTI, involves connecting a CTI provider with the Agent Desktop to handle phone calls. This is the second part of a two-step communication channel setup.
- Email channel
- Phone with CTI*
* A valid license is required with a third-party CTI provider.
In this lesson, we will focus on phone communication, and by the end of it, you will be able to configure the Agent Desktop with CTI in SAP Service Cloud Version 2.
A provider of CTI is a company that offers phone services and integrates them with your computer system. Therefore, connecting your SAP Service Cloud Version 2 system with CTI first requires purchasing a license from an appropriate provider.
Agent Desktop with CTI from a third-party vendor enables you to use these channels:
- Phone
- Chat
- Messaging
- SMS
CTI Widget for Agent Desktop to CTI Configuration
Since SAP Service Cloud Version 2 does not include native CTI, a CTI widget adapter is used to set up the Agent Desktop with CTI. This involves the CTI widget adapter connecting the CTI provider that your organization has already licensed with the Agent Desktop. While CTI providers may differ, the core functionality enabled in the Agent Desktop through the CTI connection remains the same and includes:
- Customer Information Panel: ANI Number Recognition for Current Customers and Contact Details
- Interaction log: The system will generate a Phone interaction record for each inbound and outbound call.
- Call: Click to call (outbound)
- Chat: Chat / Messaging
- Inbound: Phone call management and controls - Accept, Reject, End, or Transfer
The ANI number recognition for the customer and contact is performed by the CTI using phone events and related data captured through interactive voice response (IVR), then passed to the Agent Desktop. If the caller is not already a known customer, the Agent Desktop allows the creation of a new customer or case.
Once connected, the Agent Desktop gives the agent the skills to interact with customers through phone calls or messages (chat, Facebook, Twitter, WhatsApp - all of these options can be enabled in the system).
Note
- To receive a phone call, the agent must make themselves available by logging into the CTI widget adapter and then being ready to accept incoming calls.
- The Agent Desktop replaces the Live Activity Center from the previous version of SAP Service Cloud.
Configuring the Agent Desktop with CTI in SAP Service Cloud Version 2
In this video, we will show how to set up the Agent Desktop with CTI in SAP Service Cloud Version 2.
Video Summary
- Select "Settings" from the User Menu and navigate to the Live Interaction Widget.
- Enter the CTI provider's Name, ID, and URL in the respective fields.
- To create a new phone channel, click the plus icon, select ‘Type’, and add the Type, ID, and Customer ID.
- Choose Phone, set ID to Phone, and activate the channel.
- Save the new phone channel, close the widget, and verify the connection with the Agent Desktop in General Settings.