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SAP telephone integration with SAP CRM/Portal

former_member203760
Participant
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Hi Experts,

We going to plan Sap telephone integration with SAP CRM/Portal,Mainly we are looking into integrating our Alcatel phone switch with SAP CRM/Portal.

So please help help me for steps for integrating and what are the pre and post steps for this.

Thanks

J Jana

Accepted Solutions (1)

Accepted Solutions (1)

Former Member
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Hello Jana, below are the steps T-Code Menu Path CRMC_IC_MCM_CCPRO IMG  Customer Relationship Management  Interaction Center WebClient   Basic Function  Communication Channel  Define Communication Management Software profile CRMC_UI_PROFILE IMG  Customer Relationship Management  Interaction Center WebClient  Define Business Role CRMM_BCB_ADM SAP menu  Interaction Center  Interaction Center WebClient  Administration   Communication Management Software  Interface Setting  Maintain Communication Management Software CRMM_IC_MCM_CCADM SAP menu  Interaction Center  Interaction Center WebClient  Administration   Communication Management Software  Maintain System Setting   CRMM_IC_MCM_CCLNK SAP menu  Interaction Center  Interaction Center WebClient  Administration   Communication Management Software  Assign Profiles   SPRO IMG  Customer Relationship Management  Interaction Center WebClient   Basic Function  Communication Channel  Define Profiles for Contact Attached Data Thanks Ananda karri

former_member203760
Participant
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Hi Ananda,

Thanks you for your replay.

I didn't get what your going to say,please tell me clear, we need BCM installation for this or we don't need BCM. Please help me.

Thanks

J Jana

Former Member
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Hello Jana, you still need BCM installation for this Thanks Ananda karri

former_member203760
Participant
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Hi Ananda,

Thank you very much for your support.

Could you please send me any documents or any links for complete integration and how to install the BCM, we need to install BCM in same server or different server.Please help me.

Thanks

J Jana

Former Member
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Hello Janardan,

you can find link to step by step integration guide below:


SAP CRM - SAP BCM Integration Configuration

Also you can find BCM documentation from the service market place:

SAP BCM service market place

Pay attention to SAP Contact Center Introductory Training Installation Examp and SAP Contact Center Advanced Training Configuration Examples.

BR,

Anton.

former_member203760
Participant
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Hi Anton,

Thank you very much for your help.

I need clear step for integrating our Alcatel phone switch with SAP CRM/Portal. Can you please tell me one bye one steps for integrating this. What i need to do for integration on 1st step onwards.please help me.

Thanks

J Jana

Former Member
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Hello Janardan,

as far as i understood you want to set up this scenario using SAP CRM+BCM+ALCATEL.

If so, you should integrate alcatel pbx with gateway, which will be connected to BCM, Cisco for example. Under integration i mean that you should route calls for necessary number to BCM's gateway, it should be done on the alcatel level. This is the first step.

The second one: you should install BCM system, of course it is better to dona on a single servers (on ore more appl. servers, single or cluster DB servers). The count of appl. servers is based on load, for instance it's enough to set up 1 appl. and 1 db server for 30 contact-centre operators. There are a lot of items of sizing list, which should be properly calculated.

After SAP BCM installed successfully you need to integrate it with SAP CRM, using documents i have mentioned in my previous post.

Hope this make you a little bit clear in your issue.

BR,

Anton.

former_member203760
Participant
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Hi Anton,

Thank you very much for your support,it is so much help full for me.

What you mention in first step integrate alcatel pbx with gateway, i don't have idea about this integration, how to integrate this and in second step, how to install the BCM in server. please clear this doubts, this will help full for me, send me any links or documents like above.

Thanks

J Jana

Former Member
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Hello Janardan,

it's a peaty, but i do not know alcatel infrastructure, so i can not provide you information about how to integrate it with cisco gateway or directly to sap BCM if it is possible.

An image provides an example of pbx and bcm integration:

______________________________________

Try to ask your IT/Network specialists how to route sip from alcatel to cisco gateway.

To install BCM system you need some servers, or virtual machines (on VMware for instance).

According to the SAP Contact Centre Introductory Training Installation Examplele try to install it.

Moderation: Please, do not share your mail ID.


BR,

Anton.

Message was edited by: Joaquin Fornas

former_member203760
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Hi Anton,

Thank you very much for your quick support.

I will mail you if i need any help.

Thank you very much again.

Best Regards

J Jana

Answers (2)

Answers (2)

Former Member
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Hi Anton,

I am now required to do a CUCM\VGW SIP-V=BFidge integration with SAP BCM (now SAP CC). Can you supply example sof VGW config and CUCM setup?

Regards,

Mark Cummings

Former Member
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Hello Mr Reddy

The core pre-requisites for this configuration are:

  • Using transaction SM59 to define an RFC destination in the folder "HTTP Connections to External Server" that points to the appropriate Alcatel phone switch with instance and you have RFC Destination name
  • SAP User IDs are properly set up in Alcatel phone switch
  • Need access authorization to use T-Code: CRMM_BCB_ADM and CRMM_IC_MCM_CCADM
  • For testing the configuration, you will also need a test phone number to make inbound call
former_member203760
Participant
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Hi Ananda,

Thank you for your replay.

As per you mentioned we nee to create one RFC what is the destination system for that RFC, what is the use of that T_CODES and how to test the configuration. please give me complete guides for integration.

Thanks

J Jana