SAP Configurations for CTI Connector
Configure Communication System in SAP
It is mandatory to create the Communication System (CS) in the SAP to make this integration work properly. This is required by the SAP if CS is not created in the SAP, SAP will not behave properly on the event which will be sent by the CTI Connector. SAP Documentation is available here
Live Activity Configuration in SAP
Expertflow CTI Connector need to be embedded in SAP C4C as a contact center widget. To embed the toolbar in SAP C4C, the following configurations are required.
Procedure
Login to SAP with administrative privileges.
Go to Administrator > Service and Social > Communication Channels > Live Activity Configuration
Configure the Provider Communication form with the following values.
Label | Value |
|---|---|
Provider | Select External Provider from the dropdown list. |
Provider ID | This is the CTI toolbar provider, e.g., ExpertFlow. |
Provider URL | This should point to the JavaScript Toolbar application URL. |
Layout | Select Fiori from the dropdown list. |
Display Provider Control | Select Yes |
Height | The height of the widget is controlled from the value given in the ‘Height’ field under ‘Provider Control Dimensions’. |
Width | The width of the widget is controlled from the value given in the ‘Width’ field under ‘Provider Control Dimensions’. |
Search Object | Select items in this list to override the default search options. |
Search All Fields | Select Yes |