SAP Service Cloud's Live Activity Center is where Agents interact with customers through real-time communication channels such as phone and live chat. The agents use Click to Call to make outbound calls directly from a contact in the Live Activity Center.
For Live Activity Center to be used to receive and make phone calls, SAP Service Cloud requires a Computer Telephony Integration (CTI) desktop client to connect to the organization's phone system. Sinch Contact Center, formerly SAP Contact Center, can be this CTI desktop client, or any equivalent third party CTI provider.
As SAP Service Cloud does not have a native CTI, a CTI client adapter is also needed and is included with it. The adapter is used to integrate with the Live Activity Center the many CTI functions including accepting, rejecting, ending, and transferring calls. The CTI client adapter must be installed on every device that will be using Live Activity Center.
- CTI Phone Communication Process
- The CTI Desktop Client sends the phone event, such as a call, to the Live Activity Center through the CTI Client adapter. The Live Activity Center looks up the customer or ticket using the data received and allows the creation of a new customer or ticket. In addition to voice, attached data can be captured through interactive voice response, or IVR, and associated with the call as well.
If we assume that the CTI client is already set up with the organization's phone system, then the steps to configure CTI are as follows:
- Enable CTI for the SAP Service Cloud system
- Give service agents visibility to the Live Activity Center
- Add the SAP CTI Adaptor