Solution Prerequisite

To successfully integrate Webex Contact Center (Webex CC) with SAP sales and service cloud CRM, the following prerequisites must be met:

Webex Contact Center Requirements:

Must have an active WebEx Contact Center subscription with administrator access to configure telephony settings, entry points, desktop layouts and agent profiles.

Access Prerequisites

For remote installation and configuration, the implementation team requires the following access privileges:

• VPN Connection – A secure VPN connection is required to access the deployment environment.

• Remote Access – Remote access via RDP, SSH, or similar tools is required for installation and configuration.

CRM Requirements

• A valid SAP CRM system with administrator privileges.

• SAP CRM users must have the necessary roles and authorizations to access telephony/call-related data and integration endpoints.

• Web services and APIs for SAP CRM must be enabled and accessible for connector integration.

Browser Requirement

For optimal performance, the Webex Contact Center connector for SAP cloud CRM requires a modern web browser with the latest updates. Using outdated or unsupported browsers may result in performance issues or limited functionality. JavaScript, cookies, and pop-ups must be enabled for seamless functionality.

Hardware Requirements

Software Requirements

Network Requirements

Ensure Webex Contact Center and SAP cloud CRM communicate over a stable internet connection. Using a VPN or network firewall with strict policies may impact connectivity and should be configured accordingly. The recommended internet speed is 5 Mbps upload/download to ensure better quality and stability.