This embedded Webex CC Connector operates within the SAP Sales Cloud and Service Cloud Web UI, enabling agent and media controls in SAP CRM. It allows agents to manage calls, chats, and emails using a unified CRM interface. The Web CTI Connector includes the following features:
Agent State Controls
The embedded Webex CC within SAP Sales Cloud and Service Cloud allows agents to manage their states. The following state controls are supported:
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State Controls |
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Look and Feel |
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Login |
Agents first log on to SAP CRM. Manual login to Webex CC 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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Agent State |
The agent may change the availability status to “Available” to receive contact center conversation or may change it to the “Meeting” state for demonstrating unavailability. |
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It is mandatory to have reason codes pre-configured inside Webex CC.
Telephony Integration
Click to Dial
Clicking on any phone number within SAP Cloud CRM seamlessly initiates an outbound call with that number through the CRM.
The Click to dial feature supports only the Lead entity in the CRM. Check SAP Limitation | 🔴 Click to Dial
Screen Pop for Telephony Interactions
No-Match Screen Pop
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.
Single-Match Screen Pop
When a call arrives for a logged-in agent, the Webex Contact Center Connector for SAP CRM automatically pops up the relevant CRM customer record based on the caller's number and information stored in SAP CRM.
Multi-Match Screen Pop
If multiple records match the caller's number, SAP CRM will be display the match result set. From the matched result agent can select the desired record
This seamless screen pop functionality ensures that agents have immediate access to customer details, improving efficiency and enhancing customer interactions.
Handling of Transfer Telephony Calls
Agents can transfer a call to another agent or queue as needed. As soon as the transferred call is routed to the receiving agent, a screen pop will automatically display the customer details based on the search criteria.
Additionally, a separate call activity will be logged for each agent involved in the interaction.
Handling of Consult Telephony Calls
Agents can initiate a consult call to another agent while remaining on the line with the customer. During the consultation, the primary agent can discuss the issue before deciding to either retrieve the call or transfer it completely.
A screen pop will automatically display the customer details for the consulted agent based on the search criteria.
Conversation Activity for Telephony interaction
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. The activity has the details for the particular conversation:
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Customer Information
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Duration
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Conversation Direction
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Conversation Type
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Time (at which Activity created)
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The Call activity will be logged in Phone Calls inside SAP CRM.
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The conversation activity will be created for a no-match case.
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The conversation notes from SAP CRM will appear in the conversation activity.
Wrap-up reason and notes from Webex CC will not be reflected in the activity within CRM
Live Chat Integration
Agents can respond to customer chats in real-time through the Webex Contact Center chat interface within SAP CRM, ensuring seamless and efficient communication. The embedded chat interface allows agents to provide personalized assistance without switching between applications.
No-Match Screen Pop
If no matching customer record is found in SAP CRM’s entities against email address, 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.
Single-Match Screen Pop
When a live chat arrives for a logged-in agent, the Webex Contact Center Connector for SAP CRM automatically pops up the relevant CRM customer record based on the Email address and information stored in SAP CRM.
Multi-Match Screen Pop
If multiple records match the with Email, SAP CRM will be display the matched result set. From the matched result agent can select the desired record
This seamless screen pop functionality ensures that agents have immediate access to customer details, improving efficiency and enhancing customer interactions.
Handling of Transfer live chat interactions
Agents can transfer a live chat to another agent or queue as needed. As soon as the transferred chat is routed to the receiving agent, a screen pop will automatically display the customer details based on the search criteria.
Additionally, a separate call activity will be logged for each agent involved in the interaction.
Handling of Conferencing live chat interactions
Agents can initiate a Chat Conference by adding another agent to an ongoing chat interaction. As soon as the additional agent joins the conversation, a screen pop will automatically display the customer details based on the search criteria.
Additionally, a separate activity will be logged for each participating agent when they leave or end the chat session, ensuring accurate tracking of the conversation.
Conversation Activity for Live Chat interaction
An activity is automatically created and linked to the matched caller account in CRM for live chat. The activity name is created at the time of the pop-up. The activity has the details for the particular conversation:
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Customer Information
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Duration
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Conversation Direction
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Conversation Type
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Time (at which Activity created)
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The Chat & Email activity will be logged in Chats inside SAP CRM.
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The conversation activity will be created for a no-match case.
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The conversation notes from SAP CRM will appear in the conversation activity.
Wrap-up reason and notes from Webex CC will not be reflected in the activity within CRM.
Email Integration
Currently, SAP Cloud CRM does not support the Email media type natively. As a workaround, the system treats all email interactions as Chat interactions.
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Screen Pop: When the system receives an email interaction, it triggers a record screen pop, similar to chat.
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Activity Logging: The interaction activity is logged under Chat.
This approach ensures consistent handling and tracking until native email support is available.
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.