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Step-by-Step

In order to install and use b+s Connects for SAP C4C, the following prerequisites must be met.

  1. Admin access to the target SAP C4C instance is granted.

  2. Cisco CCE/CCX is ready for use, and agents are able to login and receive calls using the Finesse Agent Desktop.

  3. The Solution Guide for SAP Service Cloud has been studied, especially the chapter Integrate External Telephone System Widget with SAP Cloud for Customer

Gadget vs widget​

Throughout this documentation b+s uses the term gadget for client based CTI integrations, where SAP uses the term widget.

b+s uses the term gadget because a widget is a piece of reusable code that can be plugged into virtually any website. A gadget, however, acts just like a widget and often fulfills the same purpose, but it is proprietary.

Live Activity Configuration​

  1. Go to Administrator > Service and Social > Communication Channels > Live Activity Configuration
  2. In the Live Activity Configuration screen, in the < Provider > field dropdown select External Provider. You can enter bsConnects in the < Provider ID > field.
  3. Enter the URL https://connects.bucher-suter.com/c4c/<Version>/<Channel>/index.html?<configuration>. Including the desired parameters. See URL parameters
  4. Make sure the Display Provider Control flag is selected.
  5. Choose Save and Close when finished.

URL parameters​

In order to use the desired version of b+s Connects for SAP C4C, you need to compose the URL provided in the Live Activity Configuration.

Version​

The < Version > parameter in the URL defines which Version of the gadget to use. The concept and format is similar to versioning a REST API.

ParameterSemantic Version
v11.x.x
v22.x.x
vNN.x.x

Example: https://connects.bucher-suter.com/c4c/v1/...

Internally, b+s uses Semantic Versioning. In order to ensure compatibility with upcoming SAP Service Cloud releases and to provide a high level of security, b+s will deploy minor and patch versions without notice.

According to Semantic Versioning, the following rules apply:

  1. Incompatible changes will result in a new URL Parameter vN. Customers are notified and manual intervention on the customer side is required to upgrade.
  2. New functionality in a backwards compatible manner results in an incremented minor version. Minor updates are available to customers without manual intervention.
  3. Bug and security fixes in a backwards compatible manner result in an incremented patch version. Patch updates are available to customers without manual intervention.

Channel​

b+s encourages customers to actively participate in the development process. In order to simplify the collaboration, three release channels per major version exist:

ChannelDescription
stableContains the latest production ready build based on the given < Version >
previewContains features which are fully tested, but still under active development based on the given < Version >. This channel is meant for users who want to get early access to new features.
devThe DEV channel is not 100% stable and mainly used by the development team.

Example: https://connects.bucher-suter.com/c4c/v1/stable/index.html?...

Configuration​

At the time of writing, SAP does not offer a way for b+s Connects for SAP C4C to store its configuration in C4C. Therefore configuration must be provided via the URL query string. Please refer to the configuration chapter for more information.

A minimal example of a working URL is: https://connects.bucher-suter.com/c4c/v1/stable/index.html?finUrlA=https://<your-finesse-url>

Test the installation​

caution

The logged in user in C4C must have the Live Activity Center workcenter assigned.

Reload the page and click the phone icon in the upper right corner to open the gadget.

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