SAP Business Features

Integration between Cisco Contact Center and SAP Sales and Service Cloud

This embedded Web CTI Connector runs inside the SAP Web UI and enables agent/call controls within SAP CRM allowing agents to use the same CRM agent interface for all call handling and transfer. The Web CTI Connector has the following feature set

CTI Call Controls

Controls/buttons on the toolbar change based on the current state of the agent/call and on 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 to extensions
Conference call
Call wrap-up

Blind transfer in case of CCX only supported in 11.6 or higher.

Agent State Controls

The embedded CTI toolbar within SAP CRM allows agents to manage their states. The following state controls are supported:

The agents need to provide the Cisco Credentials (User name, Password, Extension) to login on to the CTI Toolbar.

Ready / Not Ready

The agent may change the availability status to “Ready” to receive contact center calls or may change it to any of the “Not Ready” states for a break.

INFO

It is mandatory to have at least 1 custom reason code for Not Ready and 1 custom reasons code for Logout

Logout

The agent will need to explicitly logout from the CTI toolbar by providing the Logout Reason Code

Phonebook

Make a Call

Agents can manually input numbers and make calls using the dialpad.

Viewing Contacts

Agents can select a list of contacts from the dropdown menu to view multiple contacts.

Searching Contacts:

The search bar allows agents to quickly find specific contacts by name or other details.
Interacting with Contacts
- Hover Actions: When an agent hovers over a contact, two buttons appear:
  - Edit (Green Button): Clicking this button will populate the dialpad input field with the contact's number, allowing for quick editing or dialing.
  - Direct Call (Other Button): This button initiates an outbound call directly to the selected contact.

Click on the blue dialpad button to open the dialpad interface.
Input the number directly into the dialpad to perform a consult or blind transfer.

Open the contact list and click the edit (green) button next to the desired contact.
This action will load the selected contact's number into the dialpad.
The agent can then use this number to perform a consult or blind transfer of the active call.

The caller information is displayed on the SAP CRM as soon as the call arrives.

Search In Accounts, Contacts, and Lead

An incoming call phone number is searched in Accounts, Contacts, or in Individual Customer Entities. SAP CRM manages the search by Itself and searches in all these entities If only the record is found it will display in the SAP CRM.

Screen pop-up Single match-20250425-110910.png — Single matched record

No ANI Match

In the case, that the customer record is not available on either of the Account, Contact, or Lead, It will display the Unknown Caller in the CRM.

Multiple matches

In the case of multiple matches, SAP CRM will display the "Multiple Possible Caller" List. An agent can select the appropriate customer. Once the agent accept a record, the corresponding screen will pop up in the CRM.

In a Multi-match case, if the agent does not select any record from the CRM list, no phone call activity will be created.

In the case of a Consult call, On Agent B, System will do the screen pop based on customer ANI.

Phone Call Activity / Call Wrap-up

A phone call activity is automatically created and linked to the matched caller account in SAP CRM (for Single Match, Multi-match). Any call notes that you write while handling the call agent need to explicitly click on the save button, only then activity along with notes will be saved.

Click to Call

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

Outbound Campaign

All Cisco Campaigns are supported

Predictive
Progressive
Preview

Note

For Outbound calls, the Activity will be created with the Direction OUTBOUND.

Supervisor Features

SAP CTI deals with Supervisor Features like Team Performance and Queue Stats as well.

Team Performance

In the Team Performance gadget, you can view the details of the team that is selected by default in the Team Name drop-down.

A list of agents for the selected team, their current state, time in the state, and extension appears. You can click the headers of the columns to sort by Agent Name, State, Time in State, or Extension. You can also search the agent via the search box.

Change State of Agent

You can use the Team Performance gadget to force an agent into a Ready, Not ready (supervisor initiated) state & to sign out an agent.

Procedure

Step 1

In the Team Performance gadget, select the agent whose state you want to change.

Step 2

If you want to sign the agent out, click Sign Out. If you want to force the agent into a Ready state, click Ready.

Example:

The Sign Out and Ready buttons are active only if the action is allowed. For example, if you select an agent who is in the Ready state, only the Sign Out button is active. If you select an agent who is in the Not Ready state, both buttons are active.

If you sign out an agent who is on a call (in the Talking state), that agent is signed out when the call ends.

Step 3

To force the agent into a Ready state, click Ready. To force the agent into the Not Ready state, click Not Ready. To sign the agent out, click Sign Out.

In the select state dropdown, the Ready or Not Ready and Sign Out options are active only if the action is allowed. For example, if you select an agent who is in the Ready state, you will see only the Not Ready and Sign Out options will be active, and the Ready Option will be greyed out. If you select an agent who is in the Not Ready state, you will see only the Ready and Sign Out options active, the Not Ready option would be greyed out.

If you sign out an agent who is reserved for a call (in Reserved or Reserved (Outbound) state), on an active call (in Talking state), or has a call on hold (in Hold state), that agent is immediately logged out of the desktop but the call is retained.

Monitor a Call

The supervisor must be in a Not Ready state to monitor an agent. You can only monitor one agent at a time. To monitor another agent, you must end the silent monitoring call and then select a new agent.

Procedure

Step 1	From the Team Performance drop-down list, choose the team whose agents you want to monitor.
Step 2	Select the agent that you want to monitor. The Start Monitoring button is enabled.
Step 3	Click Start Monitoring. The Start Monitoring button changes to Monitoring Agent. The silent monitor call appears in the call control area of the desktop. The Hold, Barge In, and End buttons are enabled. You can click Hold to place the call on hold and then click Retrieve to retrieve it. You can click Barge In to barge into the call.
Step 4	To end the silent monitor call, click End.

Barge In on a Call

The Barge In feature allows you to join a call between an agent and a caller.

You can only barge in on a call that you are silently monitoring.

Procedure

Step 1

From the Team Performance list, select an agent who is in a Talking state to monitor.

Step 2

Click Start Monitoring.

The Start Monitoring button changes to Monitoring Agent. The silent monitor call appears in the call control area of your desktop. The Barge In button appears (With + Sign)

Step 3

Click Barge In

The call becomes a conference call between you, the agent, and the caller.

Intercept a Call

After you barge into a call between an agent and a caller, you can intercept the call by dropping the agent from the call. You can also use this feature to drop a participant from any conference call in which you are a participant.

Procedure

Step 1

Click the Drop drop-down list.

Step 2

Click the agent who you want to drop from the list of participants.

You can only drop an agent from the call. You cannot drop a CTI Route Point, IVR Port, or a caller.

The selected agent is dropped from the call.

Queue Stats

The Queue Statistics gadget displays a list of the queues. The supervisor can click the column headers to sort the information in ascending or descending order.

Following are the columns of the Queue Statistics gadget:

Fields	Description
Queue Name	The name of the queue.
Number of Calls	The number of calls waiting in the queue.
Max Time	The length of time, the oldest call has been in the queue.
Ready	The number of agents assigned to the queue who are in the Ready state
Not Ready	The number of agents assigned to the queue who are in the Not Ready state.
Active	In: The number of agents assigned to the queue who are on inbound calls Out: The number of agents assigned to the queue who are on outbound calls Other: The number of agents assigned to the queue who are on internal consult calls
Wrap-up	Ready (Pending): The number of agents assigned to the queue who will transition to the Ready state when wrap-up ends. Not Ready (Pending): The number of agents assigned to the queue who will transition to the Not Ready state when wrap-up ends.

The Queue stats feature is available only for CCE/PCCE

Additional Notes on how the Queue Statistics gadget collects and displays statistics

Finesse does not compute the queue statistics but instead receives the queue statistics from Unified CCE.
Finesse does not display the queue statistics for the default queue (default skill group on Unified CCE).
The Active Out statistic includes agents talking on outbound calls placed by those agents. It also includes non-routed calls placed to external devices that are not monitored by Unified CM and to devices in a different Unified CM cluster. It does not include agents on Outbound Option calls.
If an agent places a direct call to another agent's extension, Unified CCE increments the Active Out statistic for the default queue (skill group). However, because Finesse does not display the queue statistics for the default queue, the Active Out statistics do not change for any of the Finesse queues to which the agent is assigned.

CTI Call Controls