SAP Service Cloud Version 2 integration

Sinch Contact Pro supports integration with the agent desktop in SAP Service Cloud Version 2.

Setting up Agent Desktop

Configure the settings according to the following instructions. Then create a service request and provide your SAP Service Cloud Version 2 tenant URL to Sinch. This is required for the contact center configuration. The URL is typically of format: https://****.crm.cloud.sap.

  1. In SAP Service Cloud Version 2, go to your user profile's System Settings > CTI and click the plus button. Configure according to the following table.
    Table 1. Provider Details
    Setting Value
    Provider Name Sinch Contact Pro
    Provider ID CCTR
    Provider URL Communication Panel URL ending with embedded.html

    The format is:

    https://[subdomain].cc.sinch.com/[Tenant Name] /ecf/latest/communicationpanel/embedded.html

    If you want to enable using click-to-call, select Activate Outbound Telephone.

    If contact attached data contains information for identifying the customer, select the relevant custom fields in the drop-down list.

  2. Set the configuration active and click Next.

  3. If you use WhatsApp or other social channels, define them:

    1. Choose the type and enter the ID, which is the channel subtype in Sinch Contact Pro.
    2. Activate the channel and choose how the customer is identified.
      Table 2.
      Type ID Identify Customer By

      WhatsApp

      		whatsapp Phone
      Facebook facebook Name
      SMS sms Phone
  4. To enable content security policy settings, do the following:
    1. Go to the settings and open General > Content Security Policy Settings.
    2. In the section Frame Source, add the following entry: *.sinch.com.

Configuration in System Configurator and browser settings

For the integration to work:

  • users need to have the setting Enable Communication Panel Integration with SAP Service Cloud (C4C) selected in their user settings template in User and Role Management > User Settings Template > [user settings template] > SAP Service Cloud (C4C) Integration.

    By default, the setting is enabled and if you deselect it, no messages are sent to C4C from Communication Panel.

  • the browser's third-party cookies need to be allowed. For more information, see Embedded Communication Panel in SAP Service Cloud (C4C).

In addition, if you want agents to be able to contact a customer by clicking on their phone number in C4C, select Enable Click-to-Connect for SAP Service Cloud (C4C).

Available channels are:

  • phone call

  • SMS

  • WhatsApp

Using Communication Panel in another browser window

You can have Communication Panel open in another browser window and see an embedded My Conversations view in the CRM. This view is responsive to the frame size available to Communication Panel. For more information, see Configuring responsive My Conversations view.

You can open Communication Panel in a separate window by clicking on . This is also possible without using the My Conversations view. However, if query string parameter denypopout is in use, the button is not available.