Enable SAP in the jtel Portal
To 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.
SAP Settings
The 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 |
|---|---|---|
| Authorization Token | VXXXXXYYYYZZZZZxxxxaaaabbbbQ= | The basic authorization token for the SAP REST API - this is the base64 encoding of Username:Password. |
onClickToDial
This 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 call is made. This can be used to change the signalled number when the jtel system makes the outbound call.
| Setting | Example Value | Description |
|---|---|---|
| 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' Example2: $filter=NormalisedPhone eq '+$SAPPhoneNumber' | The SAP REST API Parameters - must follow this format:
|
| JSON Result | distributionChannelCodeText=d.results[0].IndividualCustomerSalesData[0].DistributionChannelCodeText countryCode=d.results[0].CountryCode | This will specify how to parse the SAP JSON Result. variableNameToParse=jsonPathToVariable Multiple variables are separated by Carriage return. |
| 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. |
getCallerInformation
This configuration is used by the IVR object SAP getCallerInformation
| Setting | Example Value | Description |
|---|---|---|
| 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 CallerNumber 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 CustomerID is chosen as a function in the IVR Object: The variable used here is %CustomerID% |
The following screenshot shows an example configuration:
