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ICM and SAP mySAP CRM Interaction Center

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.

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Re: ICM and SAP mySAP CRM Interaction Center

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

Thank you for posting.

New Member

Re: ICM and SAP mySAP CRM Interaction Center

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.

New Member

Re: ICM and SAP mySAP CRM Interaction Center

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

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