CTI integration

[Former Member]

Hi All,

We need to integrate Shoretel Contact center application with SAP CRM 7.0 EHP2 , I would really appreciate if any one has come across  or done  CTI integration with Shoretel .

Thanks

[Former Member]

Do you still need this answered, your request is now almost three months old.

Never the less:

The short answer is yes.

We have a couple of customers using ShoreTel and BCM, so I know we do integrate with them.

Are you aware of the Contact Center Simulator (CSS)? The Contact Center Simulator (CCS) enables you to demonstrate and test the Integrated Communication Interface (ICI) functions for communication between the Interaction Center (IC) WebClient and a contact center (e.g. ShoreTel) without having an actual contact center connected.  This will prove out and potential integration issues.  iTelligence should have (or needs to get) access to the CSS.

Here are some helpful links.

http://wiki.sdn.sap.com/wiki/display/CRM/Interaction+Center

http://help.sap.com/saphelp_nw04/helpdata/en/98/f4138b0cd8074b97cd6d86b0c4b496/content.htm

http://help.sap.com/saphelp_nw04/helpdata/en/15/a950265bca6b48a29de27fbed54158/content.htm

[michael_spaulding]

Kyle, do you know who those customers are that integrate BCM to Shoretel?

Thanks,

Mike S.