A call comes in and the display shows a number. Who is calling is in SAP Cloud for Customer – but in C4C, not where the call is taking place.
What your team deals with today
- Searching while the customer waits – the number is typed into C4C by hand.
- A switchboard calls – the number only helps someone who already knows which company it belongs to.
- Supplier, authority, tradesperson – anyone not in a CRM stays unknown even after searching.
- The note gets postponed – and postponed usually means never.
This is not down to your setup. C4C comes without telephony; SAP says so itself. The gap is part of the product and is closed from outside.
What it looks like with Haus iT Caller ID
While the phone rings, name, company and customer number from your C4C appear in the Webex sidebar. One click opens the record. After hanging up, you write the note right in the tile.
- The phone rings Incoming call
- Webex reports the number
- Haus iT Caller ID standardises it
- Your SAP Cloud for Customer looks it up Your customer data stays here
- The sidebar names the caller
- The phone ringsThe caller is looked up in C4C
- The name is therecontact, company, customer number
- One clickopens the record in C4C
- After hanging upnote back to C4C – on the contact or an open ticket
| Until now | With Haus iT Caller ID | |
|---|---|---|
| Who is calling? | a number | name, company, customer number |
| Finding the record | search by hand | one click |
| The note | later, if at all | right after hanging up |
| Unknown caller | stays unknown | create in C4C with one click |
What you get out of it
- No program on the workstation. The tile sits in the Webex client; nothing is installed.
- No change to C4C. No intervention in your project scope.
- Writing back only if you want it. You switch it on separately and can store a separate login for it.
- The gap every CRM has is covered. Whatever is in no CRM, you enter once in the number book – it applies to everyone in the company.
- Outlook as a second source. If C4C finds nothing, your own Microsoft 365 contacts are checked.
- Open callbacks. Missed calls stay in the tile until someone has called back.
Set up in a few minutes
- Three entries in the portal: the address of your C4C, user and password. The portal checks the access at once and tells you what is missing if something is.
- Switch on writing back if notes should go to C4C.
- Allow the app in Webex – once in Control Hub; nothing more is needed on the Cisco side.
What it does not do
- SAP Sales Cloud V2 is a different generation and therefore has a connection of its own.
- No caller photo from C4C – the tile shows the caller's initials instead.
- No new ticket from the call – the note attaches to an existing one.
In short
C4C knows your customers. With Haus iT Caller ID your team knows them too – as soon as the phone rings, without searching.
Frequently asked questions
Does SAP Cloud for Customer have its own CTI function?
No. The SAP Help Portal states it plainly: SAP Cloud for Customer has no native computer telephony integration (CTI). Haus iT Caller ID closes that gap: while the phone rings, name, company and customer number from your C4C appear in the Webex sidebar.
What can Haus iT Caller ID do with SAP C4C?
Recognise the caller, show contact, company and customer number, open the record with one click, search by name, write the call note back to C4C and create unknown callers as contacts.
Do I have to change anything in my C4C?
No. No change to your project scope, no extra field, no program on the workstation. All you need is a user allowed to read contacts and accounts.
Does it work with SAP Sales Cloud V2?
Yes – through a connection of its own, because Version 2 is a separate generation. There too, contact, company and customer number appear in Webex while the phone rings, the note goes back as a phone call, and you create unknown callers with one click.
Which phone system does it work with?
With Webex Calling, whoever provides the line. The call has to arrive in the Webex client – that is where the sidebar with the name sits.
What does it cost?
The portal with the Webex connection and the number book is free, with no limit on workstations. The tile is billed per user, the reports per company.