1. Technical realization options
Snapware with SAP R/3
Technical realization options

2. Connection to SAP Connection via the Telesnap SAP Connector
Connection without SAPphone server
Connection not onyl via TAPI -> more functions especially when using ACD functions
Additional features like Call Tracking ID, Call attached Data for the implementation of screen-to- screen-transfer
Connection with SAP CIC (without Snapware client) in central architecture
No client on the agent workplace necessary
Adminstration of all user data directly in SAP (SPHA)
Most common used variant in numerous installations

3. Architecture with SAP CIC (without Snapware)
CTI / CIC Administration
SAP-
Application Server
Snapware Server
CRM / CIC Applications
Telesnap SAP Connector
SAP Logon ID
Local SAP-Gateway
CSTA/
TAPI
CTI-Link
SAPRFC.INI
LAN
RFC
Agent
workplace
CTI Server
SAP GUI
CIC Frontoffice
Status display
PBX
DNIS

4. Connection to SAP CIC
SAP Gateway (from SAP) is used to stabilize the connection
Can be used with CIC 3.0 and with GUI based CIC 4.0 or 5.0
Configurations are done in the following transactions:
SM59 – RFC connection for the communication between SAP and the Telesnap SAP Connector
SPHB – Configuration of the telephony server (logical PBX in the SAP system)
SPHA – Configuration of the user (definition of the pop-up, configuration of the phone number of the workplace, configuration of the telephony server)
SPHT - Test of the telephony functions
Pop up control: Block SAPGui by clicking the “Wait” button until the next call is coming in or by clicking the “Wait” button when the phone is already ringing (SAPGui is not blocked)
Customizing in CIC (e.g. the pup-up) has to be done by a SAP partner

5. Connection to several SAP systems
One Telesnap SAP Connector can be connected to several SAP systems
With the MNC ability of the Snapware server can several PBX’s be connected
No unique numbering plan necessary
Test and productive SAP systems can be connected in parallel with the same SAP Connector
Settings can be configured separately in the SAP connector for each SAP system

6. Connection to several SAP systems
SAP system I
SAP system II
Snapware Server
Telesnap SAP Connector
Local SAP gateway
LAN
RFC
CSTA/
TAPI
Agent
workplace
CTI Server
SAP GUI
Status display
DNIS
PBX

7. SAP R/3 without CIC with Snapware (RFC)
Caller identification via Snapware with SAP Data:
Always customer specific development necessary to have the SAP data in the Snapware connection window. Telesnap delivers an example function module, which uses the central address book of SAP
Connection via 3rd party button
Example function module will be delivered, function: Search for a customer with the caller id and opening of the customer data
Implementation has to be done by a SAP developer
Screen to Screen Transfer: Customer number of the caller will be transmitted also when the call is transferred
Standard Pop Up (from SAP 4.7 on) for pop-up without 3rd party button
Pop-up control via Telesnap SAP Connector. No client installation necessary
When the standard SAP pop-up is used, SAP workflows can be started directly from the pop-up

8. Architecture with 3rd party button (RFC)
SAP-
Application Server
Snapware Server
SAP Application
Telesnap SAP Connector
SAP Logon ID
Local SAP gateway
CTI-Link
SAPRFC.INI
LAN
RFC
CSTA/
TAPI
Agent
workplace
RFC
CTI Server
SAP GUI
Status display
DNIS
PBX
Snapware Client
Team bar 3rd party button

9. Architecture with 3rd party button (RFC)
SAP-
Application Server
Snapware Server
SAP Application
Telesnap SAP Connector
SAP Logon ID
Local SAP gateway
CTI-Link
SAPRFC.INI
LAN
RFC
CSTA/
TAPI
Agent
workplace
RFC
CTI Server
SAP GUI
Status display
DNIS
PBX
Snapware Client
Team bar 3rd party button

10. SAP R/3 with Snapware (SAPGui Scripting)
Start actions in the SAPGui
No development necessary
Start of the actions either automatic or semi-automatic (3rd party button)
Non blocking wait mode in CIC possible
Dialog based configuration of the actions
No new logon (RFC) to SAP when the actions are started
Several SAPGui scripting buttons in the team bar possible

11. Architecture with 3rd party button (SAPGui Scripting)
Application Server
Snapware Server
SAP Application
Telesnap SAP Connector
SAP Logon ID
Local SAP gateway
CTI-Link
SAPRFC.INI
LAN
RFC
CSTA/
TAPI
Agent
workplace
CTI Server
SAP GUI
Status display
DNIS
PBX
Snapware Client
Team bar 3rd party button

12. Advantages of the client connection
Direct start of a transaction with transfer of parameters possible
Data from other systems (not SAP) can be transferred to SAP
Customization for the customer needs with minimal effort possible
With several SAPGui buttons can always the needed transaction be opened
SAPGui has not to be blocked to accept a call (non blocking wait)

13. Screen to Screen Transfer
With a screen to screen transfer data is transferred with the call to the next agent
To implement this, all necessary data in the SAP system has to be linked with the CallTrackingId of the Snapware server
Calls can be initiated via, SAP, snapware or the telephone
Example implementation will be delivered

14. SAP Connector contra SAPphoneServer
Definitions:
SAPphoneServer is delivered from the SAP AG
The SAPphoneServer uses TAPI as connection between SAP and the PBX
The Telesnap SAP Connector is delivered by the Telesnap GmbH
The connection between Telesnap SAP Connector and the PBX is realized by the Snapware server
When the Telesnap SAP Connector is used, the SAPPhoneServer is not necessary
SAP has 3 function level:
Function level A: Dial, hang up, signalling of incoming call, signalling of the end of an incoming call
Function level B: All telephony functions but ACD functions
Function level C: Function level B plus ACD functions

15. Weaknesses of the SAPphoneServer
Only TAPI supported
In the tested environment the call attached data was not supported correctly
Lots of entries in the Microsoft Windows application log (4 entries per second during the test)
No ACD functions because the Cisco doesn’t support ACD functions
SAPphone version 5.05A is supported (actual version is 5.11)
Only few certified TAPI service provider exists (see OSS note )

16. Strength of the Telesnap SAP Connector
With the Snapware server several PBX’s can be connected
CAD is supported
CallTrackingID is transferred automatically to SAP (Screen to Screen Transfer)
Telesnap ACD support
Support of classic ACD systems (e.g. Siemens, ALCATEL)
Not only PBX’s with TAPI suport can be connected
The Telesnap SAP Connector supports the function level C (basic telephony and Call Center)
Private extensions for:
Set/query call forwarding's
Automatic answer for outgoing calls either for all or for specific extensions
Configurable time after which the wait mode is terminated if no calls is coming in

17. Conclusion
The strength of the Telsnap SAP Connector is the usage in complex installations (call center) Most TAPI service provider don’t deliver in these installations an alternative
When more than one PBX has to be connected, then there is no alternative to the Telesnap SAP Connector
For PBX’s without TAPI service provider the SAPPhoneServer can’t be used

18. Do you want to know more. www. telesnap
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