Audio for Blinking accept button CTI Integration

[former_member303187]

Hi,

we are in the process of configuring CTI Integration in SAP CRM 7 Ehp2, whenever we get a call Accept button is blinking, but there is no sound coming in the head phones for Agents.

Will there be any standard way in configuration to bring it.

if not will there be any place where we can write custom code to give phone ringing sound. Will it be in IC_BASE BSP application.

Anybody have done this kind of requirement.

Thanks

Muthappan

[former_member158363 · Accepted solution]

Hello Muthappan,

ringing sound playing is not task for CRM but for the very CTI. CRM itself does not play prompts, nor channel RTP streams.

Very simply said, the integration CRM with CTI provides way how to control the CTI from agent point of view, i.e. he does not need to Alt+Tab to another window to pick call or hangup.

In other words, when your agent can hear ringing sound with CTI standalone, without CRM integrated, then he should also hear it with integrated CRM.

What is your CTI name?

Regards,

Dawood.

[former_member303187 · Accepted solution]

Hello Dawood,

We use Interactive Intelligence as CTI.

We use SIP phone in our Agent Desktops.

Thanks

Muthappan