Online Interaction Interface (OII)

This server-to-server interface provides methods for handling agent statuses and channel/queue assignments, and performing telephony and other communication operations in Sinch Contact Center. The OII interface is dedicated to communication with the SAP CRM system, but it is not limited to that.

The interface is based on the Simple Object Access Protocol (SOAP) version 1.1. The interface uses the HTTP protocol to carry SOAP messages between a SOAP client and itself. On the SAP CRM side it connects to SAP Integrated Communication Interface (ICI). Additionally it enables integration to SAPPhone according to SAPPhone specification 5.11.A11 using SAP Remote Function Call (RFC) technology.

The OII interface makes it possible for a third party to control telephony functions in real time: answer calls, make new calls, and hang-up calls. It also enables receiving and sending e-mails, chat messages and action items.