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Snapware with SAP R/3

Snapware with SAP R/3. Technical realization options. Connection to SAP. Connection via the Telesnap SAP Connector Connection without SAPphone server Connection not onyl via TAPI -> more functions especially when using ACD functions

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Snapware with SAP R/3

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  1. Snapware with SAP R/3 Technical realization options

  2. Connection to SAP • Connection via the Telesnap SAP Connector • Connection without SAPphone server • Connection not onyl via TAPI -> more functions especially when using ACD functions • Additional features like Call Tracking ID, Call attached Data for the implementation of screen-to-screen-transfer • Connection with SAP CIC (without Snapware client) in central architecture • No client on the agent workplace necessary • Adminstration of all user data directly in SAP (SPHA) • Most common used variant in numerous installations

  3. Architecture with SAP CIC(without Snapware) CTI / CIC Administration SAP- Application Server Snapware Server CRM / CIC Applications Telesnap SAP Connector SAP Logon ID Local SAP-Gateway CSTA/ TAPI CTI-Link SAPRFC.INI LAN RFC Agent workplace CTI Server SAP GUI CIC Frontoffice Status display PBX DNIS

  4. Connection to SAP CIC • SAP Gateway (from SAP) is used to stabilize the connection • Can be used with CIC 3.0 and with GUI based CIC 4.0 or 5.0 • Configurations are done in the following transactions: • SM59 – RFC connection for the communication between SAP and the Telesnap SAP Connector • SPHB – Configuration of the telephony server (logical PBX in the SAP system) • SPHA – Configuration of the user (definition of the pop-up, configuration of the phone number of the workplace, configuration of the telephony server) • SPHT - Test of the telephony functions • Pop up control: Block SAPGui by clicking the “Wait” button until the next call is coming in or by clicking the “Wait” button when the phone is already ringing (SAPGui is not blocked) • Customizing in CIC (e.g. the pup-up) has to be done by a SAP partner

  5. Connection to several SAP systems • One Telesnap SAP Connector can be connected to several SAP systems • With the MNC ability of the Snapware server can several PBX’s be connected • No unique numbering plan necessary • Test and productive SAP systems can be connected in parallel with the same SAP Connector • Settings can be configured separately in the SAP connector for each SAP system

  6. Connection to several SAP systems SAP system I SAP system II Snapware Server Telesnap SAP Connector Local SAP gateway LAN RFC CSTA/ TAPI Agent workplace CTI Server SAP GUI Status display DNIS PBX

  7. SAP R/3 without CICwith Snapware (RFC) • Caller identification via Snapware with SAP Data: • Always customer specific development necessary to have the SAP data in the Snapware connection window. Telesnap delivers an example function module, which uses the central address book of SAP • Connection via 3rd party button • Example function module will be delivered, function: Search for a customer with the caller id and opening of the customer data • Implementation has to be done by a SAP developer • Screen to Screen Transfer: Customer number of the caller will be transmitted also when the call is transferred • Standard Pop Up (from SAP 4.7 on) for pop-up without 3rd party button • Pop-up control via Telesnap SAP Connector. No client installation necessary • When the standard SAP pop-up is used, SAP workflows can be started directly from the pop-up

  8. Architecture with3rd party button (RFC) SAP- Application Server Snapware Server SAP Application Telesnap SAP Connector SAP Logon ID Local SAP gateway CTI-Link SAPRFC.INI LAN RFC CSTA/ TAPI Agent workplace RFC CTI Server SAP GUI Status display DNIS PBX Snapware Client Team bar 3rd party button

  9. Architecture with3rd party button (RFC) SAP- Application Server Snapware Server SAP Application Telesnap SAP Connector SAP Logon ID Local SAP gateway CTI-Link SAPRFC.INI LAN RFC CSTA/ TAPI Agent workplace RFC CTI Server SAP GUI Status display DNIS PBX Snapware Client Team bar 3rd party button

  10. SAP R/3 with Snapware(SAPGui Scripting) • Start actions in the SAPGui • No development necessary • Start of the actions either automatic or semi-automatic (3rd party button) • Non blocking wait mode in CIC possible • Dialog based configuration of the actions • No new logon (RFC) to SAP when the actions are started • Several SAPGui scripting buttons in the team bar possible

  11. Architecture with 3rd party button(SAPGui Scripting) SAP- Application Server Snapware Server SAP Application Telesnap SAP Connector SAP Logon ID Local SAP gateway CTI-Link SAPRFC.INI LAN RFC CSTA/ TAPI Agent workplace CTI Server SAP GUI Status display DNIS PBX Snapware Client Team bar 3rd party button

  12. Advantages of the client connection • Direct start of a transaction with transfer of parameters possible • Data from other systems (not SAP) can be transferred to SAP • Customization for the customer needs with minimal effort possible • With several SAPGui buttons can always the needed transaction be opened • SAPGui has not to be blocked to accept a call (non blocking wait)

  13. Screen to Screen Transfer • With a screen to screen transfer data is transferred with the call to the next agent • To implement this, all necessary data in the SAP system has to be linked with the CallTrackingId of the Snapware server • Calls can be initiated via, SAP, snapware or the telephone • Example implementation will be delivered

  14. SAP Connector contraSAPphoneServer • Definitions: • SAPphoneServer is delivered from the SAP AG • The SAPphoneServer uses TAPI as connection between SAP and the PBX • The Telesnap SAP Connector is delivered by the Telesnap GmbH • The connection between Telesnap SAP Connector and the PBX is realized by the Snapware server • When the Telesnap SAP Connector is used, the SAPPhoneServer is not necessary • SAP has 3 function level: • Function level A: Dial, hang up, signalling of incoming call, signalling of the end of an incoming call • Function level B: All telephony functions but ACD functions • Function level C: Function level B plus ACD functions

  15. Weaknesses of the SAPphoneServer • Only TAPI supported • In the tested environment the call attached data was not supported correctly • Lots of entries in the Microsoft Windows application log (4 entries per second during the test) • No ACD functions because the Cisco doesn’t support ACD functions • SAPphone version 5.05A is supported (actual version is 5.11) • Only few certified TAPI service provider exists (see OSS note 171201)

  16. Strength of the TelesnapSAP Connector • With the Snapware server several PBX’s can be connected • CAD is supported • CallTrackingID is transferred automatically to SAP (Screen to Screen Transfer) • Telesnap ACD support • Support of classic ACD systems (e.g. Siemens, ALCATEL) • Not only PBX’s with TAPI suport can be connected • The Telesnap SAP Connector supports the function level C (basic telephony and Call Center) • Private extensions for: • Set/query call forwarding's • Automatic answer for outgoing calls either for all or for specific extensions • Configurable time after which the wait mode is terminated if no calls is coming in

  17. Conclusion • The strength of the Telsnap SAP Connector is the usage in complex installations (call center) Most TAPI service provider don’t deliver in these installations an alternative • When more than one PBX has to be connected, then there is no alternative to the Telesnap SAP Connector • For PBX’s without TAPI service provider the SAPPhoneServer can’t be used

  18. Do you want to know more ? www.telesnap.com Or just contact us: Fon: +49(0)711 90 66 88 11 Fax: +49(0)711 90 66 88 8 E-Mail: contact@telesnap.com

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