Hi SAP community,
I'm trying to scope out a project in which I need to perform a cti screen-pop to an SAP user running SAPGUI. My contact center is capable of integrating via SOAP, REST or by launching a windows executable with an appended list of variables. Does anyone know if this is even possible? My preference would be to use either SOAP or REST to pop a record to an agent. For example,
A customer would enter an account number into the ivr. The IVR/ACD would then route the call to a specific agent and pop the customer record in SAP to the Agent.
Any information would be greatly appreciated. I'm really just looking for someone to point me in the right direction and to confirm if this is even possible. Thanks in advance!