Moving to SAP Sales Cloud Version 2 is a project with a long list: data, roles, processes. One item easily slips through – telephony.
What stays behind when you move
SAP says so in its transition guide: the CTI configurations from Cloud for Customer are not carried over in the data transfer. Anyone who used to see the customer while the phone rang sees a number again after the move – until telephony is connected to Version 2.
- The connection has to be rebuilt – Version 2 is a separate generation with its own interfaces.
- The timing is awkward – in the first weeks after the move the team has enough new things already.
- And the team keeps calling – every day, from day one.
What it looks like with Haus iT Caller ID
While the phone rings, contact person, company and customer number from SAP Sales Cloud V2 appear in the Webex sidebar. If no person matches, the tile looks for the company – when the switchboard calls, it shows up – and then for private customers. After hanging up, the note goes back as a phone call.
- The phone rings Incoming call
- Webex reports the number
- Haus iT Caller ID standardises it
- Your SAP Sales Cloud V2 looks it up Your customer data stays here
- The sidebar names the caller
- The phone ringsThe caller is looked up in Version 2
- The name is therecontact person, company or private customer
- After hanging upnote back to SAP as a phone call
| After the move, not connected | With Haus iT Caller ID | |
|---|---|---|
| Who is calling? | a number | contact person, company, customer number |
| The switchboard calls | a number | the company |
| The note | later, if at all | as a phone call in SAP |
| Unknown caller | stays unknown | created with one click |
What you get out of it
- Nothing on the workstation. The tile sits in the Webex client – in the home office and on the road too.
- No change to SAP. No intervention in your project.
- Everyone writes under their own name. Each employee stores their own user and password.
- The gap every CRM has is covered. Anyone not in SAP you add once to the number book – it applies to everyone in the company.
- Open callbacks. Missed calls stay in the tile until someone has called back.
Setting it up
- Your tenant address in the portal – once for the whole company.
- User and password – each employee under “My access”. For notes and creating contacts the user needs those rights in SAP.
- Switch on writing back and creating, if wanted.
- Approve the app in Webex – once, in Control Hub.
What it cannot do
- No jump into the record. The address of a record in the Version 2 interface is not published.
- No note on a ticket. The note attaches to the contact person.
- Companies and private customers are recognised, not created – a contact person is created.
In short
Moving to Version 2 leaves telephony behind. With Haus iT Caller ID the caller is still there – from day one.
Frequently asked questions
Is the phone integration carried over to SAP Sales Cloud V2?
No. SAP states in its transition guide that CTI configurations are not transferred with the data transfer tool. With Haus iT Caller ID you set up the connection to Version 2 again in the portal – with no program on the workstations.
What do I see while the phone rings?
The contact person with company and customer number from SAP Sales Cloud V2. If the switchboard calls, the company appears; for private customers, their name – in the Webex sidebar, before you answer.
Can the call note go back to SAP?
Yes. After hanging up you write the note in the tile; it is stored as a phone call on the contact person, with the first line as the subject.
Can unknown callers be created?
Yes, as a contact person with name and number – if you switch it on. The next call is recognised.
Who needs which credentials?
Your company enters the tenant address once. Each employee stores their own user and password – so every note carries the right name.
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.