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OpenScape Office LX/MX Interaction with 3rd Party Applications

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OpenScape Office HX/LX/MX can interact with a broad range of 3rd Party Applications by using its open interfaces or integrated services. Within this article the major use cases and approriate realization proposals are described.

Overview about Use cases

Customers often operate ERP / CRM applications within their companies. In many cases they request an integration of OpenScape Office into this environment in order to realize one or more of the following use cases.

OpenScape Office Use cases Overview

Click to call from application

Scenario
Users want to initiate a phone call for an associated phone directly out of their PC application.
Within some applications a telephone button or an approriate context menu is existing in the user interface. These are either part of the application itself or are realized by an appropriate telephone plugin.
But many applications do not offer telephony functions direcly within their user interfaces, nevertheless customer require to mark a phone number and to dial the number by a keystoke.

Click to Call

OpenScape Office offers three possibilities to fulfill this scenario:

  • Use a TAPI Service Provider

Many applications support Microsoft TAPI for telephone functions. If TAPI is supported a suitable #TAPI_Service_Provider_for_OpenScape_Office can be used to connect the application to Open Scape Office.

  • Use myPortal for Desktop or myPortal for Outlook

In case that TAPI is not supported the Click to dial function of myPortal for Desktop or myPortal for Outlook can be used.

  • Use Web Services Interface

If the application offers the possibility to programm own enhancemants, the Web Service Interface of OpenScape Office can be used to implement telephony functions. In contrary to the solutions mentioned before this scenario requires development efforts.

Search for contacts in customer´s database

Scenario
Within many companies customer data are stored within the database of the ERP/ CRM system. OpenScape Office myPortal users want to include these directories into the search function.

Seach contact in database

Depending on the capabilities of the ERP / CRM application OpenScape Office offers different mechanism to integrate "external data" into the myPortal search function.

  • Use Lighweight Directory Access Protocol (LDAP)

Lage databases support LDAP to access the data from external clients. In case that LDAP is supported OpenScape Office can be connected directly to the external database.

  • Use OpenScape Office Directory Service

In case that LDAP is not supported, the integrated Directory Servcices of OpenScape Office can be used if an suitable database connector is available for the type of database.

  • Use CSV Import

In case that neither LDAP nor a suitable database connector is available or that sytem administrator forbids access to the database, the CSV import function of OpenScape Office can be used. CSV file import can be done manually or automatically. Scheduled and periodical import is supported. Imported data is available within the so-called external directory of OpenScape Office.

Caller Identification

Scenario
Within many companies customer data are stored within the database of the ERP/ CRM system. OpenScape Office myPortal users want to include these directories into the caller identification function of myPortal.


Identify caller in database

Depending on the capabilities of the ERP / CRM application OpenScape Office offers different mechanism to integrate "external data" into the myPortal caller identification function.

  • Use Lighweight Directory Access Protocol (LDAP)

Lage databases support LDAP to access the data from external clients. In case that LDAP is supported, OpenScape Office can be connected directly to the external database.

  • Use OpenScape Office Directory Service

In case that LDAP is not supported, the integrated Directory Servcices of OpenScape office can be used, if a suitable database connector is available for the type of database.

  • Use CSV Import

In case that neither LDAP nor a suitable database connector is available or that sytem administrator forbids access to the database, the CSV import function of OpenScape Office can be used. CSV file import can be done manually or automatically. Schedule and periodical import is supported. Imported data is available within the so-called external directory of OpenScape Office.

Pop-Up Contact Formular

Scenario
User is working with his ERP / CRM application. In case of an incomming call the caller has to be identified by OpenScape Office and the contact template with caller data has to pop up within the ERP / CRM application.


PopUp contact formular


The realization of this requirement depends strongly on the capabilities of the ERP / CRM application.
On one hand Pop-Up function is not supported by every application and on the other hand no common method exists to trigger the Pop-Up within the applications. The bandwith spreads from TAPI support via proprietary interfaces up to Tool- or System Developers Kits (SDK).

Depending on the capabilities of the ERP / CRM application OpenScape Office offers different mechanisms to trigger /control a Pop-Up Window and to hand over the appropriate data.

  • Use a TAPI Service Provider

OpenScape Office supports TAPI in general via its TAPI Service Providers.

  • Use OpenScape Office Application Launcher

The OpenScape Office Application Launcher is designed to control external applications and to hand over various information about the caller.

TAPI Service Provider for OpenScape Office

The following TAPI Service providers have been tested with OpenScape Office. Descriptions of the TAPI Service Provideres can be found within the following links.

Web Service Interface of OpenScape Office

The integrated Web Services of OpenScape Office support a simple easy to understand protocoll on base of HTTP(s). A description of this interface is available within the following link.


LDAP Support of OpenScape Office

OpenScape Office can interact via its LDAP interface also with 3rd party applications to get access to the additional databases.


CSV import function of OpenScape Office

Directory Service of OpenSape Office

From V3R2 on the fully integrated Directory Service can be used to access non LDAP capable databases like SQL databases and to provide retrieved data via LDAP for caller identification, directory search etc. A description of the Directory Service is available within the following link.

Application Launcher

OpenScape Office Application Launcher is a MS Windows based program, which is installed on a client PC.


Application Launcher enables the interworking of OpenScape Office with other applications on that Client PC. It closes the gap between OpenScape Office and customer CRM applications by handover of caller information to the CRM client application. This enables the CRM client application to navigate to the right window and to pop up e.g. caller´s contact template. A description of the Application Launcher is available within the following link.