Setting up SAP CRM integration

Integration to SAP CRM and S/4HANA

Communication Panel can be integrated to SAP CRM and S/4HANA through Online Integration Interface (OII).

For OII and ICI setup, see OII Interface Specification document. Any reference to CDT in the OII Interface Specification document also applies to Communication Panel. (CDT is a user interface not offered with Sinch Contact Pro cloud).

Campaign calls in SAP CRM

Campaign calls are initiated and previews shown in SAP CRM on-premise's Interaction Center in the same way as when using Communication Panel, depending on the dialing mode:

• Preview

  In this mode agents can view the customer data before making the call. By default, there is no time limit for viewing the customer information before the call. During the preview and wrap-up the phone line is not busy.

• Progressive

  After the agent has wrapped up a call, the software chooses a new customer automatically and makes the call immediately. The agent gets no preview time.

• Predictive

  The software makes calls automatically. When a customer answers the call, it is immediately connected to a free agent. Predictive calls are first connected to a queue from which they are then allocated to agents.

This requires importing the campaign's contact list to Sinch Contact Pro with SAP Phone.

For more information on campaigns in Sinch Contact Pro, see Outbound Management in the System Configurator document.

Using the responsive My Conversations view

You can open Communication Panel in another browser window and see the My Conversations view that is responsive to the available frame size in the CRM. For more information, see Configuring responsive My Conversations view.