Genesys Cloud Connector for Sap C4C Deployment Guide

Workspace Connector for ServiceNow

Ver 1.3.0 March 2019

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Genesys Cloud Connector for Sap C4C

Deployment Guide



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The information contained herein is proprietary and confidential and cannot be disclosed or duplicated without the prior written consent of Softphone Srl.

Copyright © 2004-2019 Softphone

About Softphone

Softphone is a leading Contact Center Solutions Developer & System Integrator specialized in Genesys solutions. With more than ten years of experience in Genesys products, Softphone is the right partner to tackle any Contact Center Project. Softphone has collaborated with Genesys Professional Services Network and Genesys University since 2004 delivering services and training for some of the largest contact center deployments. Softphone contributions include development of training courses for Genesys University like SIP Server Installation & Configuration and Gplus Adapter for ServiceNow CRM. Our instructors deliver these courses as well as highly technical training on topics like PID (Genesys SDK). From SAP & ServiceNow integration to contact center optimization, Softphone consultants provide the expertise and quality delivery needed to efficiently address the rapidly changing needs of customer service.

Notice

Although reasonable effort is made to ensure that the information in this document is complete and accurate at the time of release, Softphone Srl cannot assume responsibility for any existing errors. Changes and / or corrections to the information contained in this document may be incorporated in future versions.

Softphone https://www.softphone.it

Document Version: Ver 1.3.0 March 2019



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Table of Contents

PREFACE 4

ABOUT SAP C4C CRM EXTENSION FOR WORKSPACE CONNECTOR 4

INTENDED AUDIENCE 5

1. REQUIREMENTS 6

PURE CLOUD INSTANCE 6

PURE CLOUD SOFTPHONE INTEGRATION 7

TOMCAT DEPLOY 7

SAP CLOUD PLATFORM DEPLOY 7

2. DEPLOYMENT 7

3. CONFIGURING SAPC4C ON THE SAP CLOUD PLATFORM 7

PROCEDURE: OPEN THE SAP WEB IDE 8

PROCEDURE: DEPLOY THE PROJECT ON SAP CLOUD 9

4. CONFIGURING SAPC4C ON A LOCAL TOMCAT 11

5. CONFIGURE SAP CTI ADAPTER 11

6. IMPORT THE PACKAGE 13

PROCEDURE: CONFIGURING IXNWEBAPP APPLICATION URL IN SAP C4C 16

APPENDIX A – OUT-OF-THE-BOX USE CASES 17



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Preface

Welcome to the Sap C4C Extension for Workspace Connector 1.6 Deployment Guide. In general, this document addresses only the interactions of Workspace1 components with other Genesys systems and products. Developers who are using ServiceNow application development tools and services to implement the Workspace Connector should look in the Sap C4C documentation set for information.

This document describes how to install and configure the components of the Workspace Connector.

This document is valid only for the 2.0 release of this product.

This preface contains the following sections:

• About the Workspace Connector for Sap C4C CRM

• Intended Audience

• Document Change History

About Sap C4C CRM Extension for Workspace Connector

The Workspace Connector for Sap C4C integrates the Genesys Contact Center Solution, specifically the Workspace component, with the Sap C4C CRM. Via a simple click contact center agents can access customer relationship data and hence provide for a more informed service, make more informed decisions, and ultimately increase the productivity of the agent and the satisfaction of the customer. The connector leverages call data to access the right Sap C4C information whether an account, a contact, or a case. The information can be visualized in customer specific views developed in Workspace or simply viewed via ServiceNow forms and views. The information is rapidly retrieved and supports the agent as soon as the call is assigned. For outbound voice contacts, the adapter offers the ability to dial from a ServiceNow form and initiate via a click-to-dial feature via the Genesys Workspace.



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Intended Audience

This guide is primarily intended for system administrators or other individuals who install and configure the Workspace Connector for ServiceNow CRM. The guide assumes that:

• You are familiar with concepts related to the Sap C4C Enterprise Application architecture.

• You have a basic understanding of computer-telephony integration (CTI) concepts, processes, terminology, and applications.

• You have a good understanding of database systems, including the specific database system that your application uses.

• You have a basic understanding of network design and operation.

• You are familiar with the network configurations used in your enterprise’s computing

environment.

• TCP/IP Internet-working fundamentals including routing and client /server- application communications via TCP sockets.

• You have a good knowledge of the Sap C4C application development environment.

• (If you will be modifying the java script file:) You understand js syntax.

You should also be familiar with the following Genesys solutions:

• Framework

• Universal Routing

• Outbound Contact Solution

• eServices (formerly Multimedia)

Note: Please refer to the Genesys Interoperability Guide for further information about the appropriate Genesys Applications version numbers.



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1. Requirements

This chapter outlines the requirements for the Pure Cloud Connector.

• Pure Cloud instance

• Pure Cloud Softphone application

• Softphone CRM extension

Figure 1: Modular Connector Architecture

The Pure Cloud connector is responsible for the events dispatching to CRM and to mantain the session opened with the CRM. The connector is also able to receive commands from the CRM module.

The CRM embeddable component is a pure Java Script library that allows to intercept the events sent by the connector and trigger actions in CRM. Using the same library is possible to send commands to Pure Cloud.

Pure Cloud Instance

To use the Pure Cloud connector, you need a valid pure cloud instance.

Refer to this link for all the informations:



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https://help.mypurecloud.com/articles/purecloud-requirements/

Pure Cloud Softphone integration

A Softhone integration license is required to use the connector.

There are several different applications, there’s one for each CRM and integration type ( client or embeddable ).

Contact Pure Cloud administrators that will assist you in the selection of the right solution.

Tomcat deploy

Following the requirements for the local Tomcat :

• Java 8

• 2gb Ram

• A signed certificate to run the container in https

Sap Cloud platform deploy

To deploy the connector on the Sap Cloud Platform, make sure you have access to the following applications :

• Sap Cloud : that will host the connector

• Sap Web IDE : that will deploy the connector and all subsequent modifications to the Sap Cloud

Without the access to these applications, you will not be able to deploy the connector.

2. Deployment

The connector can be deployed in cloud or on a local web container.

3. Configuring SapC4C on the Sap Cloud Platform

https://help.mypurecloud.com/articles/purecloud-requirements/



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This section describes how to install and configure Sap C4C Connector Module on the Sap Cloud Platform

Procedure: Open the Sap Web IDE

Purpose: This procedure describes how to import the connector in the IDE. Go the your Sap Web IDE application, and then :

1. Right click the Workspace folder 2. Select import > File or project

3. Select the sap-c4c-connector zip archive provided by Softphone, and select a name for your project



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4. When the import ends, you will see the following project structure In your ide :

5. You have successfully imported the project

Procedure: Deploy the project on Sap Cloud

Purpose: This procedure describes how to deploy the project on Sap Cloud To deploy the project :

1. Right click on your project folder 2. Select Deploy > Deploy on Sap Cloud Platform



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3. Select Deploy as New Application, and select an Application Name

4. Click Deploy



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5. You have successfully deployed your project, and you are ready to use it in your Sap C4C instance.

4. Configuring SapC4C on a local Tomcat

To configure the connector on a local Tomcat, you need to unzip the sap-c4c-connector zip archive provided by Softphone, in the folder :

${Tomcat_Home}/webapps

Make sure that you can access the webapp by browsing at the path :

https://${tomcat_host}:${tomcat_port}/sap-c4c-connector/index.html

It’s mandatory that tomcat is exposed over https. To customize the flow, just change the files :

• Iwsscript.js

• Iwsutil.js And refresh the browser.

5. Configure Sap CTI Adapter Purpose: This procedure describes how to configure the CTI adapter To configure the CTI Adapter, first of all we need to recover the url of the application. To recover the url :

1. Right click on your project 2. Deploy > Deploy to Sap Cloud Platform 3. The url is set in the URL field of the popup



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To apply the configuration:

1. Open your Sap C4C instance 2. Select Administrator > Service and Social > Live Activity Configuration 3. In the Provider URL set the url of your Sap Cloud deployed connector 4. Set Provider = External Provider 5. Set Provider ID = BCM1234 6. Click Save



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6. Import the package

Purpose: This procedure describes how to import the solution zip package into SAP Cloud for Customer. SAP Application Studio is requested. Authorizations: in order to import the package you need a DEVELOPER user

• with the administrator role

• associated to Business Analytics WoC

• who has read/write authorisations to the "Administrator/Mashup Authoring" menu



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• Click the “Upload” button on the Implementation Manager

• Select the solution zip file

• Accept the Disclaimer conditions



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• After the import is completed, click on “Activate” button

• After the import is completed, click on “Enable” button.



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• Additional step (just for Production environments), enable the proper flag on the Scoping questions in the Project

Procedure: Configuring IXNWebApp application URL in Sap C4C

Purpose: This procedure describes how to configure connector applicationURL properties inside Sap C4C. Go under the Administration > Mashup Authoring page, and select the Mashup named GENCTI_MASHUP_IXNMGR.



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In the HTML code editor, change the url to the current installation of the Webixnmgr, provided by softphone.

Appendix A – Out-of-the-box use cases In this appendix are described use cases provided out-of-the-box with the connector.

In other words the Workflows executed for any specific scenario.

• Voice (Inbound) o Search Contact based on phone number “ANI”. o Population of the SAP C4C Cti Widget of the current interaction. When the agent

clicks on the widget, a new Phone Call call is created. ▪ If a contact is found this will be associated to the Phone Call object ▪ If a TicketID is provided, this will be associated to the Phone Call object

• Chat (Inbound) o Search Contact based on Email Address o Population of the SAP C4C Cti Widget of the current interaction. When the agent

clicks on the widget, a new Chat object is created. ▪ If a contact is found this will be associated to the Chat object ▪ If a TicketID is provided, this will be associated to the Chat object

• Click to Dial o When a phone number is pressed on the SAP interface, an outbound call is started

on the WDE with the phone number selected.

Genesys Cloud Connector for Sap C4C Deployment Guide

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