Ansicht
Dokumentation

CRM_CIC_003 - Assign Telephone Queues to CTI Profiles

The CTI component makes the actual calls to SAPphone when the IC WinClient soft phone functions are used. CTI provides the telephony portion of the call center functionality to the IC WinClient.

This section allows you to create groups of queues. These groups of queues may be assigned to one (or many) agents, giving them the ability to login to these queues. Depending on call center policy, an agent or group of agents may have the ability to select the queues they login to,or always login to the same queue. Regardless of policy, the agent is assigned to this queue or set of queues via the above menu path.

The CTI Queue profile is the profile that groups the queues together. The telephone number of the queue is the directory number of the queue inside the telephone switch. The CTI Queue name is obtained from the client-independent queue setup; it is not created on this screen.