SAP Solution Components and Architecture
The solution consists of the following components and configurations:
Name | Description |
|---|---|
Cisco JS API | The JavaScript library communicates between Cisco Finesse and CRM |
CTI Toolbar | CTI Toolbar is installed on the agent machine to interact with CRM and enables CTI controls for the agent. |
Component for SAP Sales and Service Cloud
Single Node Deployment
Communication Flow for an Agent Login
When an agent tries to log in on the CTI toolbar, the flow of communication between the SAP Sales & Service Cloud CTI Connector solution components is described below:
The agent login into SAP CRM, and there on the Right Side, he can see the CTI Toolbar Widget.
The agent will provide his Cisco Credentials (User name, Password, and Extension) and clicks Login Button.
The CTI Toolbar Connects with Cisco UCCE/UCCX via APIs, if the credentials are correct, the agent will be able to log in.