Best SAP solutions for automatic call identification

[mathewzdavis]

Hi Experts,

  Please  tel me the best way to automate call identification with SAP ECC , without CRM module.

Scenario: whenever a customer calls, system should get the particular customer ID from SAP ECC.

Thank you

[Former Member]

Hi Mathew,

Hybris billing solution works in a way that customer master data for authentication is stored in SAP CC as provider contract or subscriber (depending on solution used).

Provider contract and it's related access data should be provisioned to SAP CC at the moment of creation of customer in ECC.

Br,

Mario

[mathewzdavis]

Hi Mario

Thank you ..we are using an application known as voxtron for call management, so what would be the best way to integrate with SAP ECC.

Regards

Mathew

[Former Member]

What system do you use for rating calls and charging your customers?

Do you use SAP CC or you have just ECC implemented?

[mathewzdavis]

Hi Mario

We are using non sap system called voxtron for call management and  just ECC, no SAP CC.

Thanks

[Former Member]

I see,

Mathew, what you described in your question in telco industry is process called call authentication.

SAP ECC is very robust system and it's possible that response time will not be acceptable for telco services or what is even worst - maybe at the beginning it will be acceptable but after some time it can decrease to non acceptable level what could lead to droped calls that will be hard to detect what is the real reason.

It is strongly recommended that call authentication is performed by the system which rate calls and charge clients - SAP for that matter uses SAP CC - system that is used for high volume usage or in your case it is that Voxtron.

Voxtron should have local database of customer ID's that should be queried for call authentication.

That database should be provisioned from ECC (adding or removing customer ID) every time when customer is added or removed from SAP ECC.

Here you can find list of technologies used for integration of SAP ECC with external interfaces and choose one that will suit your needs the best: External Interfaces - Remote Communications - SAP Library

and I strongly recommend that you go for solution where you will provision Voxtron.

Br,

Mario