Enable SAP in the jtel PortalTo enable SAP in the jtel portal, connect to the portal as sysadmin and check if the resources "portal.Acd.AgentHome.SAP.Enable.MiniClient" and "portal.UserData.Clients.SAP.Visible" are allowed.
Make sure the SAP resource is executable in Client Administrators and/or Client Users.
Client Master DataSAP SettingsThe following settings are available in the Client Master Data screen in the jtel System, which control the way SAP is integrated with the jtel ACD. These settings must be setup and correct, if the integration is to function correctly. Setting | Example Value | Description |
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Authorization Token | VXXXXXYYYYZZZZZxxxxaaaabbbbQ= | The basic authorization token for the SAP REST API - this is the base64 encoding of Username:Password. This is required for all REST queries made to the SAP interface. |
onClickToDialThis section controls how outbound calls are made from the SAP system using the jtel ACD. If activated, the jtel system will query SAP by REST before the outbound call is made. This can be used to change the signalled number (the used service number) when the jtel system makes the outbound call. Setting | Example Value | Description |
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REST URL | https://sap.crm.ondemand.com/sap/c4c/odata/v1/c4codataapi/IndividualCustomerCollection | The SAP REST API URL. | REST Parameters | Example1: $filter=CustomerID eq '$SAPBusinessPartnerID' $expand=IndividualCustomerSalesData Example2: $filter=NormalisedPhone eq '+$SAPPhoneNumber' $expand=IndividualCustomerSalesData | The SAP REST API Parameters - must follow this format: - paramName=paramValue.
- Parameters are separated by Carriage return.
- Variables start with a dollar sign '$' e.g. $SAPBusinessPartnerID, $SAPPhoneNumber.
| JSON Result | distributionChannelCodeText=d.results[0].IndividualCustomerSalesData[0].DistributionChannelCodeText countryCode=d.results[0].CountryCode | This specifies how the jtel System parses the JSON result received from SAP. variableNameToParse=jsonPathToVariable Multiple variables are separated by Carriage return. The two main variables required, are distributionChannelCodeText and countryCode. These two values are concatenated, and used to search the jtel system for the service number to use when the outbound call is made. | jtel REST API onClickToDial active |
| If this option is selected, the onClickToDial REST endpoint will be queried before a click to dial request is performed. |
This configuration is used by the IVR object SAP getCallerInformation Setting | Example Value | Description |
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REST URL | https://sap.crm.ondemand.com/sap/c4c/odata/v1/c4codataapi/IndividualCustomerCollection | The SAP REST API URL. | REST Parameters Function CallerNumber | $filter=NormalisedPhone eq '+%CallerNumber%' $expand=IndividualCustomerSalesData | The SAP REST API Parameters if the CallerNumber function is chosen as a function in the IVR Object: The variable used here is %CallerNumber% | REST Parameters Function CustomerID | $filter=CustomerID eq '%CustomerID%' $expand=IndividualCustomerSalesData | The SAP REST API Parameters if the CustomerID function is chosen as a function in the IVR Object: The variable used here is %CustomerID% |
The following screenshot shows an example configuration:
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