Breadcrumbs

Business Features

Integration between Genesys embedded framework and SAP Sales Cloud and Service Cloud CRM. This embedded Genesys Connector runs inside the SAP Sales Cloud and Service Cloud Web UI and enables agent and media controls within SAP CRM allowing agents to use the same CRM agent interface for all call, chat and email handling.
The Web CTI Connector has the following feature set:

Agent State Controls

The embedded CTI toolbar within SAP Sales Cloud and Service Cloud allows agents to manage their states. The following state controls are supported:

State Controls

Description

Look and Feel

Login

Agents first log on to SAP CRM. Manual login to Genesys CTI by entering valid credentials.
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Post Login

After entering the credentials, the agent can see the Dashboard.
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Logout

The agent will need to explicitly log out from the CTI toolbar by providing the Logout Reason Code
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On-Queue / Away /Break

The agent may change the availability status to “On-queue” to receive contact center calls or may change it to any of the “Away/Break” states for a break.
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It is mandatory to have reason codes pre-configured inside Genesys.

Accept Conversation

Enables agents to receive a conversation from queues, handle an ongoing conversation.

Conversation Notification

  • Once an agent receives a new request, it is assigned to an agent, and the agent is reserved. An incoming conversation notification appears on the Genesys, with a button to Accept the request. The notification contains the number of the customer.

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Conversation Switching

  • An agent can accept more than one conversation requests at a time. It means he can handle multiple conversation and can switch between different conversation by clicking on left under the relative panel.

In case of multiple conversations, when an agent switches to another conversation the customer profile in the CRM will not be switched according to the active conversation.

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CTI Call Controls

Controls/buttons on the toolbar change based on the current state of the agent/call and the telephony event fired from the contact center. Using the communication toolbar, the agent can perform the following actions,

  • Accept an incoming call

  • Hold/Resume/End call

  • Consultative or blind call transfer

  • Conference call

  • Call wrap-up

Call wrap-up is only for inbound Conversation.

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Call Controls
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Wrap up


Screen Popup

When a conversation arrives on the logged-in agent, Account/Contact is popped up according to the customer’s number and information stored in SAP sales cloud and service cloud.

  1. If one record is matched, then that record will automatically pop up.

  2. In the case of multiple matches, a list of all the matched records of the respective entity is shown in CRM.

  3. In case of multiple matched records, the list will appear in CRM and the agent can also manually select the customer record from CRM, and that customer profile will pop up.

  4. If there is no match, a form will pop up with the number set to the caller’s number.

By default, for the No-Match case, CRM pops up the form, and the agent can manually create the new record.

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Click to Dial

This feature allows the agent to select any number corresponding to a record(Lead) and initiate an outbound call with that number.

Click-to-Dial functionality is currently supported only for the Lead entity in the CRM. It is not available for Account or Contact entities at this time.

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Click to Dial


Conversation Activity

An activity is automatically created and linked to the matched caller account in CRM. The Activity name is created at the time of the pop-up. It is a combination of different attributes that are conversation type, agent username, and the current time. The activity has the details for the particular conversation, like

  • Customer Information

  • Duration

  • Conversation Direction

  • Conversation Type

  • Time (at which Activity created)

Activity Mapping by Channel in SAP CRM

  • For Calls Activity, it will be logged in Phone Calls inside SAP CRM.

  • For Chat and Email Activity. it will be logged in Chat inside SAP CRM.

  • For WhatsApp Activity, it will be logged in Messaging inside SAP CRM.

For a no-match case, the activity is also created.

Wrap-up reason and notes from Genesys will not be reflected in the activity.

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Conversation Activity