Setting up Agent Desktop

Sinch Contact Pro supports integration to SAP Service Cloud (C4C) Agent Desktop.
Note:

Only the SAP Service Cloud (C4C) Responsive UI layout is supported with Communication Panel.

Configure the settings according to the following instructions. Then create a service request and provide your SAP Service Cloud (C4C) tenant URL to Sinch. This is required for the contact center configuration. The URL is typically of format: https://my******.crm.ondemand.com/.

  1. In SAP Service Cloud (C4C), go to Administrator > Service and Social > Communication Channels > Configure Agent Desktop > Configure Widget and Provider and configure according to the following table.
    Table 1. Provider Details
    Setting Value
    Provider Name Sinch Contact Pro
    Provider ID CCTR
    Provider URL Communication Panel URL ending with embedded.html

    The format is:

    https://[subdomain].cc.sinch.com/[Tenant Name] /ecf/latest/communicationpanel/embedded.html
  2. For the widget size, enter the following:
    • Height: 800px
    • Width: 1100px
  3. Define CCTR as one of your communication systems:

    Without this setting, SAP Service Cloud (C4C) does not create events for the incoming messages.

    1. Go to Administrator > General Settings > Integration > Communication Systems.
    2. Search first if you already have CCTR configured in your Communication Systems list.
    3. If you do not find it, you need to create it by choosing New and configure it according to the following table.
      SettingValue
      IDCCTR
      HostnameYour host name
      System Access TypeInternet
      System Instance IDCCTR
      Preferred Application Protocol Choose 5 – Web Service.
      ActionsChoose Set to Active.
  4. Define CTI as one of your communication systems.

    Without this setting, SAP Service Cloud (C4C) does not create events for emails.

    1. Go to Administrator > General Settings > Integration > Communication Systems.
    2. Search first if you already have CTI configured in your Communication Systems list.
    3. If you do not find it, you need to create it by choosing New and configure it according to the following table.
    Setting Value
    ID CTI
    Hostname Your host name
    System Access Type Internet
    System Instance ID CTI
    Preferred Application Protocol Choose 5 – Web Service.
    Actions Choose Set to Active.
  5. Set the configuration active and save.
  6. If you use WhatsApp or other social channels, define them in Administrator > Service and Social > Configure Agent Desktop > Live Interaction Widget Settings > Channels:
    1. Choose the type and enter the ID, which is the channel subtype in Sinch Contact Pro.
    2. Activate the channel and choose how the customer is identified.
      Table 2.
      Type ID Identify Customer By

      WhatsApp

      		whatsapp Phone
      Facebook facebook Email
      Twitter twitter Email
      SMS sms Phone

Configuration in System Configurator and browser settings

For the integration to work:

  • users need to have the setting Enable Communication Panel Integration with SAP Service Cloud (C4C) selected in their user settings template in User and Role Management > User Settings Template > [user settings template] > SAP Service Cloud (C4C) Integration.

    By default, the setting is enabled and if you deselect it, no messages are sent to C4C from Communication Panel.

  • the browser's third-party cookies need to be allowed. For more information, see Embedded Communication Panel in SAP Service Cloud (C4C).

In addition, if you want agents to be able to contact a customer by clicking on their phone number in C4C, select Enable Click-to-Connect for SAP Service Cloud (C4C).

Available channels are:

  • phone call

  • SMS

  • WhatsApp