Hello Raju,
in standard scenario, there is no installation of softphone into the Interaction Center. The standard scenario utilizes server-server integration, where the CRM (ABAP) server talks to a telephony server (CTI). The softphone is usually 3rd party software, which comes with the CTI. The integration with a specific CTI is done on a business role parameter level.
You can also use SAP CTI product, the SAP Contact Center (former name BCM - Business Communications Management). The softphone part run on the same operator's PC but in normal CRM integrated scenarios it is not used by the operator. Phone functions are then controlled from the Interaction Center's toolbar.
I have also seen a sophisticated partner solution for Genesys, which actually provides client-client integration between SAP CRM and the Genesys Workspace (the softphone). However, this alters SAP standard code and falls out of support by SAP.
Can you be more specific, what do you need to achieve? Do you have a specific CTI in mind?
Regards,
Dawood.