Defining Settings for SAP Service Cloud for Customer Integration (C4C)

Communication Desktop (CDT), Embedded Communication Framework (ECF) and Communication Panel can be integrated with SAP Cloud for Sales and SAP Cloud for Service user interfaces.

With this procedure you enable integration for the users that are linked to this specific user settings template. To define it for a queue, see Configuring Integration Settings.

In this procedure, you define the URLs so that the SAP CRM OnDemand screen appears when there are direct and queue calls. The following dynamic information is added to the URL:

  • CID: Identification code value

  • DNIS: Dialed Number Identification Service

  • ANI: Telephone number of the caller

  • ExternalReferenceID: Call ID

Additionally, if there are any call attached data custom parameter values (for example, via a Customer Recognition IVR application), they are included as such at the end of the URL.

example:

The following URL contains the added information:

http://localhost:12345/?CID=BCM1234&DNIS=+18005555554

  1. On the System Configurator main screen, choose User and Role Management > User Settings Template.
  2. To create a new template, choose Add New.

    Or

    Search for the template to which you want to add the URLs.

  3. In the SAP Cloud for Customer Integration block, enter a URL either in one or both of the fields URL for Direct Calls and URL for Queue Calls.

    The URL is of format http://localhost:[xxxxx]/?CID=[yyyy] in which you replace [xxxxx] with the port of the localhost (the default value is 36729) and [yyyy] with the CID value, for Sinch Contact Center the value is BCM1234.

    If you leave the both fields empty, the SAP CRM OnDemand screen does not appear.

    You can prevent certain contact events from being sent to C4C. Each contact event creates an object in C4C and this may cause unnecessary objects to be created. Define the blocked events by adding one or more of the following parameters after the URL, separated with an ampersand (&) character:

    • CALL_ALLOCATED=SKIP

    • CALL_CONNECTED=SKIP

    • CALL_DISCONNECTED=SKIP

    • CHAT_ALLOCATED=SKIP

    • CHAT_CONNECTED=SKIP

    • CHAT_DISCONNECTED=SKIP

    • MAIL_CONNECTED=SKIP

    • MAIL_DISCONNECTED=SKIP

    example:

    In the following URL the events of allocated calls and disconnected calls are blocked, and only the connected calls create an object in C4C:

    http://localhost:36729/?CID=BCM1234&CALL_ALLOCATED=SKIP&CALL_DISCONNECTED=SKIP

  4. By default, Enable Communication Panel Integration with C4C is enabled. When this option is disabled, no messages are sent to C4C from Communication Panel.
  5. Save your entries.
Note: Check that the option Enable ServiceNow Integration for Phone Channel in User and Role Management > User Settings Template > ServiceNow Integration is not selected. If this setting is enabled, the user has to log on to C4C twice because the first logon attempt fails due to an issue in ServiceNow, which forces a reload of Communication Panel.

For more information, see the section SAP Cloud for Customer Integration in Client Workstation Guide.