SAP Integration

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SAP ERP Integration


Integration & Certification - Integration Scenarios
Technology - Computer Telephony Integration (SAPphone) (BC-CTI)
The goal of computer telephony integration (CTI) in SAP R/3 is to make the telephone an integral part of business processes - whether part of an SAP R/3 application, an SAP R/3 workflow, or scenarios based on the SAP Customer Interaction Center (CIC) in a call center environment. In all these scenarios, CTI components, such as a gateway to a call center system, communicate with SAP R/3 components through SAPphone, an SAP R/3 Basis Services component.
SAPphone supports the following functions:
  • Telephony control such as initiating and transferring calls
  • Processing of incoming call information, such as displaying and branching to the CIC or application
  • Support for call center functions such as agent logon
  • Support for campaigns through predictive dialing
  • Support for interactive voice response (IVR)

    SAPphone is not intended for the following functions:
  • Processing and storing of voice data, as in voice mail
  • Processing of incoming calls made to a service number and assigning them to a specific processor, as in automatic call distribution (ACD)
  • Providing SAP R/3 data for incoming calls processed by an IVR system, without subsequently transferring the call to a human agent

    To connect a CTI product to SAPphone, third-party vendors can use Microsoft TAPI or BC-CTI. Any CTI product compatible with Microsoft TAPI version 2.0 or 2.1 can communicate with SAP R/3. This connection supports basic telephony functions such as initiating or transferring calls as well as call center integration functions such as agent logon. TAPI does not support predictive dialing. For an SAP R/3 telephony gateway, you must install the SAPphone Server, which implements RFC connections to SAPphone and the TAPI client interface.
    A CTI product must be connected to the SAPphone RFC interface for the full range of SAPphone functions to be used.

    For a list of already certified integrations for this integration scenario please visit the Partner Information Center and use the search functions in the tab "solution".

    Technical Documentation
    SAP NetWeaver 2004s
    There were no changes to BC-CTI in this release.
    SAP R/3 6.10
    There are no changes to BC-CTI in this release and recertification is not required. For more information, see:
  • (Duration 10 minutes)

    Test system recommendation from ICC
    Remote Access through DPA.
    For a complete list of test system options please refer to the article "Test System Opportunities for independent Software Vendors"

    Price List
    13,500 USD (for ISVs in the Americas and Japan) or 10,000 Euro (for all others).
    This one-time fee includes: 1 day consulting and 1 day testing at SAP facility or remotely, certificate, logo(s), online listing for customer and SAP sales awareness, entry-level marketing support (e.g. press release review).

    Related Links
    Please always take a look at and bookmark the related developer areas here on SDN, for most current product and technology updates.

    Related SAP training classes
    Please find here the SAP education pages.
    Please find here an online catalogue with all SAP trainings.

    Questions?
    Please visit the corresponding forum here on SDN.

    Branding, Logos and Partnership Opportunities
    Please find here the SAP Partner Branding Guidelines
  • Every certified integration receives the "SAP Certified Integration" logo
  • A certified integration for BC-CTI 4.5 and higher receives the "Certified for SAP NetWeaver" endorsement line
  • If the certification of this integration scenario is valid for the most current SAP solutions, your company also fulfills one of the criteria for becoming an SAP partner, usually in the SAP Software Partner category

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