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Automating tasks in the SAP C4C Connector
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With automated tasks, your agents can handle calls without having to manually update two systems. For example, you can create the following rules in your SAP C4C integration to keep your agents' work to a minimum:

  • When a new contact is created in Talkdesk, create a contact in SAP C4C.
  • When a new contact is updated in Talkdesk, update a contact in SAP C4C.
  • When an outbound/inbound call disposition is set, create a phone call in SAP C4C.

Automated tasks will help to streamline your business processes and enhance the quality of service that your team provides to customers.

Available actions for SAP C4C connector:

  • Create phone call
  • Create contact
  • Update contact

Table of Contents

 

Configuring Automated Tasks

To configure an automated task, please follow these steps:

  1. Log in to your Talkdesk account as an Administrator and navigate to Builder [1] > Integrations [2] > My Integrations [3].
  2. Use the search box [4] to search for SAP C4C integration.
  3. Click the Edit [5] icon and then select Add automation.
  4. Customize the automated task according to your needs and, once finished, click Save.

Example: Creating a Contact on SAP C4C

For this example we will consider the action of creating a contact in SAP C4C when a contact is created in Talkdesk.

  1. In the “Configure the automation” section use the dropdown menus to configure a statement like “In Talkdesk [6], when a contact is created [7] then create a contact [8]”
  2. In the “Filter the event” section, configure filters [9] to fire this automation only when certain conditions are met. See our full documentation on Automated Tasks Filters for more information. 

Note: In the example, this automation will only run if the contact created in Talkdesk has the email address set

  1. In the “Configure the action” section, you can map the data Talkdesk sends to SAP C4C by dragging the relevant fields exposed on the “Event Fields” section [10] into the text boxes on the right side [11]. 
    1. For more information, read the article on Automated Tasks Filters. 
    2. Take into consideration that depending on the action selected, certain fields may be mandatory to fill.

  1. Once the configuration is complete, save the automated task [12]. You can disable and re-enable this automated task at any time by switching the toggle to “Enabled” / “Disabled” [13].

CTI-Specific Automations

In addition to the standard automations described above, it is possible to configure sending extra data through CTI, to support additional custom logic on SAP C4C side.

For example, you can create an automation to send data to SAP, through CTI, when an inbound call starts, to do a query based on that information.

Note: This type of automation must be configured using Automation Tools. Please follow the steps described in this article to start using Automation Tools

The following considers the example of sending the business partner ID information when an inbound call starts, so that information can be used to search for records related to a specific business partner (within the SAP Live Activity) and present those results directly to the agent.

  1. In the “Configure the automation” section use the dropdown menus to configure a statement like “In Talkdesk [1], when an inbound call starts [2] then send data to CTI [3]”
  2. In the “Filter the event” section, configure filters [4] to fire this automation only when certain conditions are met. See our full documentation on Automated Tasks Filters for more information. 
  3. In the “Configure the action” section [5], you should follow the next configuration:
Field Configuration Notes
Integration SAP Cloud for Customer (sapc4c)  
Data (in JSON format) {"action":"ACCEPT","phoneNumber":"+16206784399", "bp":"the_bp_id_value_here"}

The JSON for send data to CTI action should follow the next structure:

  • Must include one of the actions listed in Sending data to CTI details section.
  • Can include the following fields:
    • bp (The caller's account ID, business partner)
    • dnis
    • phoneNumber
    • interactionId
    • originalInteractionId
    • ticketId
    • serialNo
    • custom1 
    • custom2
    • custom3
    • custom4

Fields custom 1-4 can be used to pass any other call data. More information here.

 

Sending Data to CTI details

Below are the actions supported for sending data to CTI. These actions are SAP phone events.

Action Description
NOTIFY This event only shows the caller name and its account as a notification on top of our embedded CTI. In this case, clicking the notification does nothing
ACCEPT This event shows the previously described notification that now can be clicked to pop the calling contact info inside SAP. This behavior can be changed on the “Live Activity Configuration” section under “Administrator” by switching on the “Open Details Automatically for Incoming Communication“ toggle. In that case, the tab with the calling contact info will pop without clicking in that notification. This event will also create the call record/log inside SAP for the incoming call with the current time as start time and status “Open”.
END This event is needed to log the call end time and to change its status from “Open” to “Completed”
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