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Author's profile photo Guilherme Steyer

SAP Cloud for Service Telephony Integration with SAP Contact Center

Definition and Motivation


The SAP Contact Center (aka CCtr) is a communication solution for multi-channel contact centers and contact-intensive organization. It replaces traditional communications systems hardware with a software-based IP telephony solution. The SAP Cloud for Service (aka C4C) is a powerful Service solution that can be used for both Contact Center scenarios and Field Service scenarios.

Integrating both solutions help to improve the user productivity as described in some features below

  • Automatic creation of phone tasks in C4C whenever the agent receives or makes a phone call
  • Identification of the caller and all its related objects using Live Activity such as related Customer Tickets, register products, etc.
  • Agents can make outbound calls directly from C4C, by clicking on customer/contact

This guide will explain the requirements and how-to setup this integration.


Integration options


SAP offers two options to integrate C4C with CCtr

  • Integration using CTI Adapter and Communication Desktop
  • Integration via Widget


Integration using CTI Adapter


The CTI Adapter is an app offered by SAP used as local adapter for telephony integration. Every agent must download and run the CTI Adapter on their laptop. In this integration the call is displayed C4C but must be handled in Communication Desktop (CDT) application. This means that the agent can’t handle the call (answer, transfer, reject) directly in C4C.


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All other integration features such as automatic phone task creation, caller identification, Live Activity Search are supported in this integration.

The screenshot below shows an example of incoming call using CTI Adapter


You can find the CTI Adapter installer on C4C Downloads Center


Configuration in C4C


The first step to setup this integration is to scope the underneath question in your implementation project

Service->Customer Care->Service Request Management->” Do you want to support Computer Telephony Integration (CTI)?”

Once this question is activated, go to “Live Activity Configuration” under Administrator->Service and Social->Communication Channel

In the Live Activity Configuration, select the provider “SAP CTI Adapter”.  Mark the option “Search all fields” and add the objects which you would like to be included in the Live Activity Search.


Configuration in SAP Contact Center


Access the SAP Contact Center server and open the system configuration.

On the System Configurator main screen, choose User and Role Management User Settings Template.

  1. To create a new template, choose Add New Or Search for the template to which you want to add the URLs.
  2. In the SAP Cloud for Customer Integration block, enter a URL either in one or both of the fields URL for Direct Calls and URL for Queue Calls.

The URL is of format http://localhost:[xxxxx]/?CID=[yyyy] in which you replace [xxxxx] with the port of the localhost (the default value is 36729) and [yyyy] with the CID value, for SAP Contact Center the value is BCM1234. So, the default URL to enter here is http://localhost:36729/?CID=BCM1234

You can also prevent certain contact events from being sent to C4C. Each contact event creates an object in C4C and this may cause unnecessary objects to be created. Define the blocked events by adding one or more of the following parameters after the URL, separated with an ampersand (&) character: CALL_ALLOCATED=SKIP; CALL_CONNECTED=SKIP; CALL_DISCONNECTED=SKIP; CHAT_ALLOCATED=SKIP;CHAT_CONNECTED=SKIP;


In the following URL the events of allocated calls and disconnected calls are blocked, and only the connected calls create an object in C4C:


For further information, please check the section SAP Cloud for Customer Integration in Client Workstation Guide.


Enabling Outbound Call for CTI Adapter (Click2Call)


It is necessary to deploy a DLL in each agent workstation if you want to enable the outbound call (click-to-call). With outbound call enabled, the user can click on a phone number in C4C and the number is automatically forwarded to CDT where the call can be made. The DLL is responsible to pass the number clicked in C4C to CDT.

To install the DLL, download the file CloudConnector.msi which is available in SAP Launchpad->Downloads->SAP Contact Center->Latest SPS available-> Client Workstation Components.

The DLL must be installed in folder where the CTI adapter has been installed. Default folder is C:\Program Files (x86)\SAP\SAP Hybris Cloud for Customer CTI Client\

Additional information on 2640260 – Steps to install C4C CTI Client and SAP Contact Center Connector (Click2Call)


Integration using Widget


The integration using Widget is a bit more complex and requires expert knowledge on SAP Contact Center. SAP delivers a Widget called SAP ECF which is used in this integration. However, it is necessary to configure the ECF application. It is also required to have the Audiocodes Session Border Controller for the voice functionality to work. See note 2570938.

The SAP ECF is a set of JavaScript controls and API’s based on SAPUI5 client-side library. ECF allows you to easily and seamlessly embed contact center functionality into your business applications. It provides a lightweight programming model for desktop. The ECF is used as a Widget and embedded in C4C where the user can login into the SAP Contact Center through it. No other application is needed to handle the calls.

A demo of this integration is available on video below



Additional guides about ECF can be found


Configuration in C4C


Once the ECF is configured, you need to point the C4C to the address where the ECF application was deployed.

Go to “Live Activity Configuration” under Administrator->Service and Social->Communication Channel.

In the Live Activity Configuration, select the provider “SAP Contact Center”. On Provider ID, enter SAPCTI. On provider URL, maintain the address to access the ECF application. Example: http://serveraddress/ecf/11/ecfliveactivity/ecf.html


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      Author's profile photo Diamila Rosa de la Teja
      Diamila Rosa de la Teja

      Thanks for sharing.



      Author's profile photo Matthew Joyce
      Matthew Joyce

      Great blog post. Have you got the widget integration working?

      As you mentioned laptops you obviously aren't using Citrix XenApp. For anyone reading this who is, the standard CTI adapter does not work if you are using C4C with Citrix XenApp. It does work in Citrix XenDesktop. This is a known issue that SAP are aware of.

      I created the following blog post explaining how we got it working but I would rather SAP fixed the standard adapter. Just in case it's useful to anyone:

      Author's profile photo Guilherme Steyer
      Guilherme Steyer
      Blog Post Author

      Hi Matthew,


      Nice blog! Thanks for sharing.

      No, I have not. The customer did not have the Audiocodes Session Border Controller to make the voice functionality to work.


      Author's profile photo Lloyd Goveia
      Lloyd Goveia

      Dear Guilherme,

      Thank you for such a comprehensive blog!!

      If you allow me, I would just add one quick update from Contact Center / Sinch Contact Pro side.

      Please don't use http://serveraddress/ecf/11/ecfliveactivity/ecf.html for the "Provider URL:". Instead, use the one defined for the Communication Panel. If you are running SAP Contact Center On-premise release, that would be something like "http://[ecf_VU_IP or DNS][port]/ecf/latest/communicationpanel/embedded.html" or "http://[ecf_VU_IP or DNS][port]/ecf/latest/communicationpanel/embedded.html".

      If you are using Sinch Contact Pro (cloud) then the colleagues at Sinch will provide this information.

      See below:

      • Provider: SAP Contact Center
      • CTI Vendor: [leave empty]
      • Provider ID: CONTACT_CENTER (or whatever, if it matches to the Communication System Configuration, see below)
      • Provider URL: "https://[IP/DNS/Port/ecf/latest/communicationpanel/embedded.html"
      • Provider Control Dimensions: Height 800 x Width 1100 (recommended)
      • Provider Control: Yes
      • Search All Fields: Yes
      • Comm. System ID: CONTACT_CENTER (or whatever, if it matches to the Communication System Configuration, see below)
      • Open Caller Detail View: No
      • Open Customer Hub: Yes  
      • Open Details Automatically for Incoming Communication: Yes
      • Move and Resize Notification: Yes
      • Search Objects: [make sure you have at least Contacts, Accounts and Individuals]

      Before the above is done, we need to set the Communication Systems Configuration, if that was not done already. In the above example, we configured CONTACT_CENTER defined as one of our communication systems. Without a matching ID, C4C does not create events for the incoming chats/messages.

      1. As administrator, navigate to Administrator à General Settings à Integration à Communication Systems
      2. Search if there is already a "CONTACT_CENTER" communication system configured in your Communication Systems list. If you don’t find CONTACT_CENTER, you need to create that by choosing New.
      3. In this view you need to configure the following:
        • ID: CONTACT_CENTER (or whatever, if it matches to the Live Activity Configuration, see above)
        • Hostname: CONTACT CENTER (this is not used in this integration, but you need to have something here, otherwise you are not allowed to save the entry)
        • System Access Type: Internet
      4. Add System Instance with Add Row
        1. System Instance ID: CONTACT_CENTER (or whatever, if it matches to the Live Activity Configuration, see above)
        2. Preferred Application Protocol: 5 – Web Service
        3. Save the entry. From Actions choose “Set to Active”