New to G Plus adapter stuff . We are looking at different options of integrating Genesys and SAP CRM . Currently White Mail,Email,Fax are
processed by a document capture s/w and then a DMS s/w is used for document archiving and storage . Images and metadata describing
category of the correspondence would be exported to DMS system for storage. It will then initiate the creation of a workflow item
in SAP CRM for the particular piece of correspondence . Earlier the responsibility of routing lay with SAP .Now we want to fetch the
work item details from SAP that would conatian meta data and link to the document in DMS and pass it on to Genesys. Based on this data
a strategy should decide the best possible agent and route the call. Metadata and link should be passed on to targetted agent and should result in
a SAP screenpop of work item .
Now the questions are -
Can we do use GPlus adapter SAP ICI Multi-Channel to fetch SAP work items?
If so what important setting we need to do on SAP side and GPlus side ?
Whether this data would be passed on to IXN server /T server and are there other setting we need to do on Genesys side other than configuring G Plus?
Is there any reliable method other than GPlus ?
Would there be any special setting for screenpop ?
I know i am asking too many questions.I am currently going through GPlus adpater documents for SAP. Any help here would allow me to have a jumpstart
on this thing and would be much appreciated.
