SAP CRM 7.0 IC and Genesys CTI integration requirement to logon into 2 switches

[vadim0770]

[font=verdana]Hi,

We analyzing a new design for SAP CRM 7.0 IC Web/Genesys 7.5.1 adapter integration and looking for best approach to achive this integration scenario: How to to dynamically log the user into one of the two Genesys environments, based on which switch they connect to from SAP CMR IC?

The issue is that all user configuration (which switch agents are asigned to) is stored  outside of SAP CRM - in CMS configuration server.
So, once an agent logs into IC, we have to find which switch they associated with (based on some info from thier workstation) in CMS. What is the best way of getting this info from IC in the CMS? Calling a Webservice from IC?

Thank you,
Vadim.[/font]

[gelayaperumal]

If I am correct, SAP has a webservices based interface called ICI which is interacting with CMS (G+ adapter here) per switch. So for 2 switches you have 2 CMS instances and in each instance you manage the specific logins uniquely.

[craigr]

ICI is just the SAP proprietary protocol used between SAP IC and Genesys G+ for SAP. Since the login to Genesys is initiated from the SAP end I would suggest that the solution must come from the SAP end. You probably need to configure a SAP communication profile for each Genesys instance and then retrieve Genesys CME configuration information via the PSDK. There might be an easier solution but to be honest it is quite a few years now since I worked on a project integrating SAP CRM with Genesys.