ICM and SAP mySAP CRM Interaction Center

[bmccaffrey]

Has anyone integrated ICM with mySAP CIC? If so, can you please provide some insight into implementation issues, risks, effort estimate, etc...? My goal is to integrate ICM (potentially) with a Nortel DMS-100, running a Centrex-based ACD.

[ciscomoderator]

Since there has been no response to your post, it appears to be either too complex or too rare an issue for other forum members to assist you, or there is no public information available at this time. If you don't get a suitable response to your post, you may wish to review our resources at the online http://www.cisco.com/go/solutions. You may also contact our product information line at 1-800-553-NETS or a Cisco Systems Engineer at your local Cisco office or reseller. To locate your local Cisco representative, visit http://www.cisco.com/warp/public/687/Directory.shtml

If anyone else in the forum has some advice, please reply to this thread.

Thank you for posting.

[jbuhlman]

We have got involved in some work with ICM SAP integration, the connector we were using is designed for ICM v4.5 only. I understand there were possible talks of producing a connector for ICM v5. It will probably be better to wait until V5 as the current connector can be play up sometimes.

[junda]

Hi,

we (Bucher & Suter SA) have developped a connector between ICM (any version) and SAP. It is a CTI integration to SAPphone based on RFC.

The certification process with SAP sould be passed end of 2002. We are doing the certification with SAP R/3 4.5, 4.6 and 6.10 and SAP CRM 3.0 and 3.1.

Today we are developping the connector for the next generation of SAP, the SAP CRM 4.0 (SAP WAS) with an XML interface (ICI).

As references we are running today with a customer using ICM 4.6.2 and SAP CRM 3.0.

For any further and more detailled questions please do not hesitate to contact us.

adrian.jundt@bucher-suter.ch

+41 31 917 52 36

or

martin.wuethrich@bucher-suter.ch

+41 31 917 52 08

Best Regards

Adrian