Communication Channel Configuration - CTI (Phone)
In SAP Service Cloud Version 2, computer telephony integration or CTI, involves connecting a CTI provider with the Agent Desktop to manage phone calls. This is the second part of a two-part communication channel configuration:
- Email channel.
- Phone with CTI*.
Note
* Valid license with a third-party CTI provider is needed.In this lesson, we will focus on phone communication and by the end of this lesson you will be able to configure the Agent Desktop with CTI in SAP Service Cloud Version 2.
A provider of CTI is a company providing phone services and their integration with your computer system. So, connecting your SAP Service Cloud Version 2 system with CTI involves first purchasing a license with an appropriate provider.
Agent Desktop with CTI from a third-party vendor enables you to use these channels:
- Phone.
- Chat.
- Messaging.
- SMS.
- WhatsApp.
- Facebook.
CTI Widget for Agent Desktop to CTI Configuration
As SAP Service Cloud Version 2 does not have native CTI, a CTI widget adapter is used to configure the Agent Desktop with CTI. This involves the CTI widget adapter connecting the CTI provider that your organization has already purchased a license for with the Agent Desktop. While CTI providers will vary, the essential functionality enabled in the Agent Desktop via the CTI connection is the same and comprises:
- Customer information panel: ANI number recognition of current customers and contact.
- Interaction Log: System will create Phone interaction record for every inbound/outbound call.
- Call: Click to call (outbound).
- Chat: Chat / Messaging.
- Inbound: Inbound phone call and related controls - Accept, Reject, End, or Transfer.
The ANI number recognition of the customer and contact is done using the phone event and attached data captured through interactive voice response (IVR) by the CTI and passed through to the Agent Desktop. If the caller is not already a known customer, then the Agent Desktop allows the creation of a new customer or Case.
Once connected, the Agent Desktop provides the agent with the necessary capabilities to interact with customers via both phone call or message (chat, Facebook, Twitter, WhatsApp - these are all options that could be enabled in the system).
Note
To receive a phone call, the agent has to make themself available by logging on to the CTI widget adapter and then being ready to accept incoming phone calls.Note
The Agent Desktop is the replacement of what was called Live Activity Center in the previous version of SAP Service Cloud.