SAP Sales Cloud und Service Cloud V2: identify callers in Webex
CRM · all sectors · international
If someone calls whose number is in SAP Sales Cloud und Service Cloud V2, the Webex sidebar gives their name – before you pick up. The lookup happens in your own SAP Sales Cloud und Service Cloud V2, at the moment of the call. With SAP Sales Cloud und Service Cloud V2, the company and the customer number is added.
- 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
What the SAP Sales Cloud und Service Cloud V2 connector delivers
- Finds by phone number – yes When the phone rings, the caller's number is looked up in this system. That is the basic service; without it there would be no connector.
- Finds by name – yes You can also type a name into the Webex tile's search bar. Without this capability the connector only answers the question “who is calling”.
- States the company – yes The company the caller works for is added to their name – provided it is maintained in the system.
- States the customer number – yes The customer number from the system appears alongside. Anyone who can see it before picking up does not have to ask for it.
- Links into the record – no A link into the record is not possible through this interface. The click in the tile therefore does not lead into the system.
- Writes the call note back – yes After hanging up, a field appears in the Webex tile. What you write there, the portal files as a note on the contact – but only if your company switches this on deliberately. Without that tick, it only reads.
These details are not maintained by hand; they are read from the same description the query itself runs on. They therefore cannot go stale without the connector changing with them.
How the query works
When the phone rings, Webex reports the number to the portal. The portal queries your SAP Sales Cloud V2 with it – using the credentials your company has stored for that purpose – and returns what it found. There is no nightly sync and no copy of your customer base with us.
The result is cached so the same number is not queried on every call: hits for 14 days, unsuccessful queries for 24 hours.
What you need in SAP Sales Cloud und Service Cloud V2
- Address of your tenant
- Users
- Password secret
The portal walks you through where to find these details in your system step by step during setup.
The company sets up the framework once. Each employee then stores their own credentials in the portal – a few lines, once. That is not a detour, it is the whole point: because everyone writes with their own access, the note in the system carries the name of the person who made the call – not a colleague’s. Which employee may use the Webex tile is decided by management or IT in the portal – the tile is billed per user, so set up is not the same as enabled.
Limits of this connector
- A click into the record is not possible with SAP Sales Cloud und Service Cloud V2: the system provides no address at which the contact could be opened.
- A contact system knows customers – not suppliers, not public authorities, not tradespeople. For everything that will never be in there, the portal has its own number book.
When you place the call
You type a name into the tile's search bar – SAP Sales Cloud und Service Cloud V2 returns the phone numbers stored there, and one click has Webex dial.
- The search bar type a name
- Your SAP Sales Cloud V2 returns the numbers Your customer data stays here
- The tile shows each one
- Webex dials on one click
Every stored number appears on its own, with its label – office, mobile, private. Otherwise someone who called from a mobile gets a callback to the desk they are not sitting at.
Dialling is done by the Webex client. The portal opens no connection – it hands the number to your operating system, which passes it on to Webex.
Dialling out of SAP Sales Cloud und Service Cloud V2 – clicking a phone number in the system itself – is not possible; nothing is installed on the workstations. If you want to work through a list, turn the direction around: the power dialler pulls it out of SAP Sales Cloud und Service Cloud V2 into the tile, and dialling happens there. Back into SAP Sales Cloud und Service Cloud V2 the connector writes the call note after hanging up and an unknown caller as a new contact – but only if you switch that on yourself. Without that tick it reads and nothing else.
What it looks like
Questions about SAP Sales Cloud und Service Cloud V2 and Webex
How do I see who is calling in SAP Sales Cloud und Service Cloud V2?
You do not see it in SAP Sales Cloud V2 but in Webex: Haus iT Caller ID looks the number up in your SAP Sales Cloud V2 while the phone rings and shows the result in the sidebar of the Webex client – before you pick up.
What appears in the tile then?
Always the caller's name. Plus the company, provided it is filled in on the record. Plus the customer number. This system offers no link into the record.
What does the SAP Sales Cloud und Service Cloud V2 connector need?
These details: Address of your tenant, Users, Password. The portal shows you where to find them in SAP Sales Cloud und Service Cloud V2 during setup.
Is my customer data copied?
No. The question goes straight to your SAP Sales Cloud V2, at the moment of the call. No copy of your customer base is created here, and no call content is processed.
What happens if the caller is not in SAP Sales Cloud und Service Cloud V2?
Then they stay unknown for now – a contact system knows customers, not suppliers or public authorities. That is what the portal's own number book is for: once someone is named, they are identified from then on.
What does it cost?
The portal with connection to Webex, retention of call data and number book is free, with no limit on workplaces. The Webex tile is billed per user per month.
