C4C CTI Integration using Web CTI App instead of Desktop CTI App

[former_member436395]

Very excited and keen on C4C integration

• Objectives:
  • We would like to have the solution to be Web
    based without any desktop installations (No thick clients required on agent
    desktops).
  • Based on the current market trend (which is, Cloud
    / Web Enabled and No Client Installation required initiative) and at the same
    time, keep up with the competitive solutions from other vendors like,
    Salesforce / MS Dynamics / Oracle / and so on. We have built “Web CTI Toolbar
    with Web Plugin API” that can be integrated easily to Cloud / Web based CRM’s.
  • This document covers the possible approaches to
    integrate our “Web CTI Toolbar” with SAP C4C.
  • Please do suggest any other possible approaches
    as necessary.

• Option#1
  • We understand that current SAP C4C CTI
    integration guide has provided guidelines as outlined attached "Image1".

• As per the objectives outlined, we would prefer “Web
  CTI Toolbar” approach instead of “CTI Desktop Client”.

• Attached "Image2" outlines “Web CTI Toolbar with C4C
  plugin” for SAP C4C CTI Integration?

• Questions:
  • For this to work across browsers, “Local HTTP
    Server” would need to have CORS (Cross-Origin Resource Sharing) enabled.
    • Is it already enabled (Or) can it be enabled?
    • If CORS is not going to be enabled on “Local
      HTTP Server”,
      • Can we deploy “Custom html file” on “Local HTTP
        Server”?
        • This will help overcome the limitations due to
          CORS not being enabled.
        • “Custom html file” to facilitate communication
          between “Web CTI Toolbar” and “Local HTTP Server” across cross origins.
  • The above outlined diagram only represents
    incoming calls being sent to SAP C4C but, how would the data flow look like for
    a “Click To Dial” request on a phone number from SAP C4C?
    • How would the “Click To Dial” information reach
      CTI Client?
    • What information other than phone number would
      be sent to the CTI Client?
      • Like, Record details associated with the phone
        number (Account / Contact  and so on)
  • Once the incoming call information (ANI, DNIS,
    Call Data key-value pairs) is passed to SAP C4C, does SAP C4C return the
    matched records and record details back the CTI toolbar? (Like Account /
    Contact and so on along with respective details Account Name, number and so on)

• Option#2
  • Web CTI Toolbar loaded as SAP C4C HTML/URL Mash-up. Attached "Image3".

• Questions:
  • For this to work across browsers, “Local HTTP
    Server” would need to have CORS (Cross-Origin Resource Sharing) enabled.
    • Is it enabled already (Or) can it be enabled?
    • If CORS is not going to be enabled on “Local
      HTTP Server”,
      • Can we deploy “Custom html file” on “Local HTTP
        Server”?
        • This will help overcome the limitations due to
          CORS not being enabled.
        • “Custom html file” to facilitate communication
          between “Web CTI Toolbar” and “Local HTTP Server” across cross origins.
  • The above outlined diagram only represents
    incoming calls being sent to SAP C4C but, how would the data flow look like for
    a “Click To Dial” request on a phone number from SAP C4C?
    • How would the “Click To Dial” information reach
      CTI Client?
    • What information other than phone number would
      be sent to the CTI Client?
      • Like, Record details associated with the phone
        number (Account / Contact  and so on)
  • Once the incoming call information (ANI, DNIS,
    Call Data key-value pairs) is passed to SAP C4C, does SAP C4C return the
    matched records and record details back the CTI toolbar? (Like Account /
    Contact and so on along with respective details Account Name, number and so on)

• Option#3
  • Web CTI Toolbar loaded as SAP C4C HTML/URL Mash-up and utilize “AJAX iFrame / PostMessage”  Attached "Image4".

• Questions:
  • For this to work across browsers, Cloud for
    Service should accept “AJAX / iFrame PostMessage” sent from Web CTI Toolbar.
    (Cross Domain)
    • Is it supported already (Or) can it be supported?
  • The above outlined diagram only represents
    incoming calls being sent to SAP C4C but, how would the data flow look like for
    a “Click To Dial” request on a phone number from SAP C4C?
    • How would the “Click To Dial” information reach
      CTI Client?
    • What information other than phone number would
      be sent to the CTI Client?
      • Like, Record details associated with the phone
        number (Account / Contact  and so on)
  • Once the incoming call information (ANI, DNIS,
    Call Data key-value pairs) is passed to SAP C4C, does SAP C4C return the
    matched records and record details back the CTI toolbar? (Like Account /
    Contact and so on along with respective details Account Name, number and so on)

In case, none of the above options workout,

            Please do suggest any other possible approaches where in Web CTI Toolbar can integrate with SAP C4C.

[former_member189085]

Hi,

SAP CTI Adapter can accept request from any Server . The integration between SAP CTI Adapter and SAP C4C takes care of passing all the values to the application. Currently there are no feature where there is a feedback provided to the requesting server .

Embedded CTI integration is enabled from SAP C4C 1511 with SAP Contact Center SP8 onwards. This doesn't request SAP CTI Adapter installed at client desktop. This concept could also be extended for other provider. This feature is in the Road Map.

For more information and help, please write a mail to me.

[former_member436395]

Santosh,

I understand SAP CTI Adapter talks to C4C using Local Web Server. What I am trying to understand though, why can't other Web applications on the same PC send messages to local web server directly instead of going through SAP CTI Adapter.

Are there any technical limitations?

[former_member436395]

Santosh,

Can I get your email address?

Thanks,

Praveen.