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

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

Architecture with SAP CIC(without Snapware)

LAN

PBX

CTI Server

Snapware Server

Telesnap SAP Connector

Local SAP-Gateway

SAPRFC.INI

CTI / CIC Administration

CRM / CIC Applications

SAP Logon ID

CTI-Link

SAP GUI

CIC Frontoffice

Status display

DNIS

Agentworkplace

SAP-Application Server

RFC

CSTA/TAPI

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

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

Connection to several SAP systems

LAN

PBX

CTI Server

Snapware Server

Local SAP gateway

SAP GUI

Status display

DNIS

Agentworkplace

RFC CSTA/TAPI

Telesnap SAP Connector

SAP system I SAP system II

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

Architecture with3rd party button (RFC)

LAN

PBX

CTI Server

Snapware Server

Local SAP gateway

SAPRFC.INI

SAP Application

SAP Logon ID

CTI-Link

SAP GUI

Status display

DNIS

Agentworkplace

SAP-Application Server

RFC

RFC CSTA/TAPI

Team bar 3rd party button

Snapware Client

Telesnap SAP Connector

Architecture with3rd party button (RFC)

LAN

PBX

CTI Server

Snapware Server

Local SAP gateway

SAPRFC.INI

SAP Application

SAP Logon ID

CTI-Link

SAP GUI

Status display

DNIS

Agentworkplace

SAP-Application Server

RFC

RFC CSTA/TAPI

Team bar 3rd party button

Snapware Client

Telesnap SAP Connector

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

Architecture with 3rd party button(SAPGui Scripting)

LAN

PBX

CTI Server

Snapware Server

Local SAP gateway

SAPRFC.INI

SAP Application

SAP Logon ID

CTI-Link

SAP GUI

Status display

DNIS

Agentworkplace

SAP-Application Server

RFC CSTA/TAPI

Team bar 3rd party button

Snapware Client

Telesnap SAP Connector

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)

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

SAP Connector contraSAPphoneServerDefinitions:

• 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

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)

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

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

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