The jtel Jtel ACD can be integrated with SAP Cloud by configuring Widget Integration in SAP and the REST API endpoints in jtelJtel.
The following functionality is available:
- jtel Jtel MiniClient Widget (iframe) is displayed in the SAP Cloud for Customer (C4C): Full MiniClient functionnalities functionalities are preserved.
- Click to Dial dial from any record in SAP.
- Verification of the request, and changing the signalled outbound calling number can be performed using a REST API.
- On an incoming call, the corresponding record in SAP (Customer Sales Data ...) can be searched for in the IVR using a REST API in SAP.
- The information found can be used to influence the routing in the IVR and ACD.
- Automatic screen pop of records is provided in SAP C4C.