Hi Yoro,
it depends on your environment - if siemens provides some kind of SAP connector for CRM, then you can even work with deskphone. The CTI server is always responsible for communicating with both terminal and CRM server.
Example: customer calls through IVR and finally reaches operator with deskphone and CRM. The CTI server will ring the hardphone and at the same time sends signal Alerting with additional data to SAP CRM. The signal is communicated via SOAP using web service call.
The agent hear ringing from the deskphone and he can see on his CRM Interaction Center caller's number, associated name and company, which options the caller selected in IVR and so on. Now based on the CTI capability, he can click Accept in CRM and the call will picked by the deskphone, or he can reject the call, again from CRM.
In case you use siemens softphone then again, the CTI talks to both softphone and SAP CRM server. CRM simply does not care, whether the CTI channels the call to a softphone or a hardphone..
Ask your vendor for SAP connector for CRM, if there is any. Different CTI vendors supplies their connector (and usually license them separately). For instance, Genesys has Gplus adapter for SAP, Cisco offers its partner's solution from Bucher+Sutter, Solidus has also some licensed connector and so on.
What I have described is a server-server scenario. In such case, the CRM does not care where is the terminal, because the CTI takes care of it.
However, I have also seen one solution based on client-client integration. In that case, CRM Interaction Center talks to a softphone directly on operator's workstation. This is not supported by SAP and must be delivered on project basis.
Regards,
Dawood.
