- Use CTI functionalities directly in SAP CRM
- No client installation necessary
- Control via SAP CRM or directly on the phone
- Reverse lookup and opening of customer mask in SAP CRM
- Log-on / -off individually per queue
- Private evaluation time setting for each user
SAP interface to Cisco CUCM (CallManager) by NTW Software
Direct connection to SAP
NTW offers an interface to connect to SAP CRM and Cisco UCM (CallManager). CTI phone functionalities and reverse lookup with automatic opening of the customer’s mask may be used directly in SAP CRM.
No installation is necessary on the end terminal as the connection is built on the server-side.
Display after log-in to SAP CRM
Flexible application
NTW is known for its deep integration to Cisco UCM (CallManager) and so offers comprehensive functionality as attendant console and service center. A call distribution can be flexibly configured, containing various attributes (calendar, reverse lookup, database queries, etc.).
Incoming call may be directly answered in SAP CRM (see function keys)
Automatic opening of customer mask (according to reverse lookup)
Optimal for contact center
In conjunction with the NTW contact center, typical functionalities like “Ready”/“Not ready”/“Pause” are available. CRM employees may log on to or off from any individual queue. The central configuration stores which agents are put into evaluation time after ending a call and which are “ready” right away.
Agent view for log-in / log-out queues
Display evaluation time SAP CRM
To get the most out of the contact center, NTW LiveMonitor as well as the comprehensive contact center reporting and statistics can be used.
The phone may still be controlled via SAP CRM even without contact center functionality, it’s functions are then available directly on the Cisco phone – including reverse lookup.
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