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One of the most useful features is to be able to allow inbound and outbound calling with SAP Sales Service Cloud for your contacts and customers. SAP provides a great way of doing this with multiple vendors – (Avaya, Cisco, Genesys as per SAP Help) and this article can show you how to connect with Zoom phone platform. I will use the term C4C to refer to SAP Sales Service Cloud as a short acronym.
This is the part 1 article that describes the setup process for inbound calls with Zoom client. Part 2 will address the setup steps for outbound calls.
There are two methods to do this integration, and this article is focusing on the Local Adapter Integration method, where we are using a separate application running on the agent’s local computer (Windows platform only).
The pre-requisites for this integration are the following:
The general steps are
A high-level landscape overview is shown as follows:
The boxes – CTI Server CTI Desktop Client – refers to the Zoom components. Specifically The CTI Desktop client will be the Zoom client software that’s installed on the user’s desktop.
The Zoom items that are needed:
As part of the Zoom Phone call plan, you should receive a dedicated Zoom phone number that your contacts are calling to you. It will also be your caller ID that you call outbound to your contacts.
On the other hand, if you are using the free Zoom account, you will not be able to use this integration.
Please see support.zoom.com for more info.
As a quick check, you can see if there is a Phone tab in the setup section of the Zoom app after login – see screenshot later in the article.
3. Click on CTI adapter on the Download link. Follow the steps as guided.
After installation, I recommend a reboot. The CTI adapter will be part of the Startup Process. When it comes up, choose Enable Adapter when prompted.
There are 2 configurations steps to do.
In C4C, with Administrator access, you will need to enable the phone as a communication channel:
Go to Business Configuration ► First Implementation ► Edit Project Scope ► Service ► Customer Care ► Service Request Management ► Questions, and select the question: Do you want to support Computer Telephony Integration (CTI)?
First create your Provider profile and update the sizing after.
Go to Administration ► Service and Social Communication Channels ► Live Activity Configuration
Be sure to update the sizing in the bottom left of the profile.
When a phone call comes in to your dedicated phone number, the Zoom client will send the call’s meta information to the C4C Adapter, which is referenced by the URL. C4C can then use the meta information (for example, phone number) to search in the relevant business objects like a contact record.
To build the URL, please see the Enable Inbound Calls section of https://help.sap.com/docs/SAP_CLOUD_FOR_CUSTOMER/5f35ee8b31e44f2786d7c2696defa2f6/e406d89597064409bec79af3549add78.html?q=CTI%20integration
We built the following URL that worked with our Zoom client:
Actually if you put this URL into a browser, it should bring up your CTI adapter.
For outbound capability, please see Part 2 of this article.
There are 2 levels of testing we want to do. The first foundational step is to confirm the SAP CTI Adapter can talk to the C4C Live Activity.
It should bring up the Live Activity contact record as an incoming call.
This completes Part 1 of this “How to Setup CTI in Sales Service Cloud with Zoom” article.
Next up, the Part 2 article will focus on the setup steps for outbound CTI integration.
To read it, please click on How to Setup CTI in Sales Service Cloud with Zoom – Part 2 of 2
SAP Cloud for Service Telephony Integration with SAP Contact Center | SAP Blogs