SAP integration steps

Follow these installation and configuration steps in SAP.

Note: A certified SAP systems integrator must perform these steps. The steps shown here are only as a high-level example. See SAPs CRM integration documentation for more details.

Note: When running SAP in a side-by-side configuration with Interaction Desktop, the user must first log into Interaction Desktop then SAP.

1. Enable the following CRM services:

• Polling

• Web Services

2. Repeat the following base configuration in the SAP GUI for every system using the integration (non-transportable changes):

   • Define a remote function call (RFC) connection and assign it to the integration server.

   • Enable warm transfer screen pop using out-of-box contact attached data (CAD).

   • Finish all other standard configuration.

3. Complete the following global system configuration (transportable changes):

   • Configure business roles.

   • Configure changes to CAD for custom screen pop.

   • Configure the call toolbar.

   • Complete any other custom development.

   Note: The toolbar is only configurable within SAP—not for CIC-specific features or functionality beyond what the integration already provides.

4. Configure SAP to consume item attached data (only needed for customizations to screen pop or media bar).