Configure WebAgent for SAP C4C CTI

Prerequisites

• Before continuing make sure the sign in is configured, see: Configure Sign-in for WebAgent

• To connect your Anywhere365 UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. to the WebAgent you also need the WebAgent Service, see: Install WebAgent Service

Prepare CTI

1. Log into your SAP C4C environment with an Administrator account.

2. Navigate to:

   Business Configuration > Implementation Projects

3. Edit Project Scopes

4. Navigate to:

   Questions van Service > Customer Care > Service Request Management

5. Make sure the following options are checked:

   1. Do you want to support Computer Telephony Integration (CTI)?

   2. Do you want to enable secure communication (HTTPS) for CTI?

CTI widget configuration

Log into your SAP C4C environment with an Administrator account.

Navigate to:

Administrator > Service and Social > Communication Channels > Live Activity Configuration

In the Live Activity Configuration screen, enter the following values:

Communication Provider

Provider: External Provider

CTI Vendor: Leave empty or Other

Provider ID: widget

Provider URL*: https://webagent.anywhere365.io

Layout: Fiori

Provider Control Dimensions

Choose a default height and width for the widget that fit your needs.

For example:

Height: 600

Width: 800

It’s also possible to adjust the widget’s height and width on-the-fly by dragging from the right bottom corner of the widget.

Fiori Client Settings

Make sure the <Display Provider Control> is set to Yes.

All other flags can activated or disabled to fit your needs.

Search Objects

Add all the Objects you would like to search, for instance Contacts and Accounts.

Save the settings by clicking Save (top right) or Save and Close (bottom right).

Examples:

Assign Live Activity to the user or role

After all previous steps are done then "LIVE_ACTIVITY_CENTER" must be assigned to either the user or the role of the users.