Customers have two options to integrate external telephony with SAP Hybris C4C.
* Widget based integration ( New since 2017)
* Local adapter-based integration
Highlights –
* Common approach for any CTI vendors. This includes SAP Contact Center, Avaya, Cisco, Genesys, New Voice Media.
* Both options are project-based integration. This means it entails extending telephone application to integrate with SAP Hybris C4C. This is typically done by system integrators.
* Widgets are provided by CTI vendors.
* Please work with system integration and CTI vendors as you plan CTI integration.
* Which CTI vendors support which approach? Only CTI vendors can confirm this. Please check with your CTI vendor.
Integration Option 1 – Widget Based Integration
Overview
* Widget approach offers ability to embed CTI vendors’ widget within C4C
* Provides unified call handling experience within C4C
Pre-requisite
* Only available on RUI
Few flavors of Widget based integration
* Voice Streaming outside embedded widgets
* Using desk phone
* Using separate app
* Voice streaming within embedded widgets
1. Voice Streaming outside embedded widgets
Here widget handle events where as actual voice streaming happened outside widgets
1. A – Voice streaming through Desk Phone
* Agent handles call either through deskphone or embedded widget
* Only events are handled in the embedded widget
* Voice streaming happens through deskphone
1. B – Voice Streaming through separate app
* Agent handles call wither through separate call handling app or embedded widget
* Only events are handled in the embedded widget
* Voice streaming happens through separate call handling app
2. Voice Streaming within embedded widgets
* Agent handles call within embedded widget
* Both Events and Voice streaming happens in embedded widget
Comparison of Widget Integration Options-
* Voice streaming outside embedded widgets only stream event. No voice streaming. These offer higher call stability.
* Voice streaming within embedded widgets, streams voice within widgets. Typically use Web RTC. Comes with restrictions. Call stability should be tested.
Recommendation –
* Either option, we recommend customers and partners fully test call stability before deciding on one.
* Embedded widgets are provided by CTI vendors. How the widgets handle call entirely depends on widgets. Check with CTI vendor on pros and cons of each of their widgets.
* Widget based integration is relatively new. Plan on additional testing.
Integration Option 2 – Local Adapter Based
* Requires local adapter to run Agents desktop
* Call handling is in separate CTI App.
* CTI adapter is available in C4C ->Downloads section.
Comparison of Local and Widget Integration options –
Local client adapter-based Integration
* This option has been around for long. Proven and reliable.
* Available on both HTML5 and RUI
* Does not work on virtual desktop environment (E.g.: Citrix)
Widget based Integration
* No need for local adapter install on Agent’ s desktop
* Modern experience – Unified Agent desktop experience – call handling within CRM.
* Integration approach more suited for virtual desktop environment (e.g.: Citrix) scenario. Should be tested.
Related Resources –
Checkout Admin Guide on CTI – https://help.sap.com/viewer/cea15f900ca04c4faa35d3044577fe27/1802/en-US/8ccee879241742fc824eff0bfe7da9e1.html
(Search for CTI)
Live Activity – https://help.sap.com/viewer/cea15f900ca04c4faa35d3044577fe27/1802/en-US/05bece78a3f6445d82bb231c4ed080a8.html
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