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Info

This guide will lead you through the process of SAP Business One integration usage, starting from an installation, and ending with practical examples for call receiving.

Requirements:

WMS version: 45.01 or higher
Wildix UC-Business or UC-Premium license
Starter Package User or Professional SAP Business One License
SAP Business One licenseProfessional User and Addon licenses
Installed and configured TAPI driver

Created: November 2019

Updated: December 2019January 2023

Permalink: https://confluencewildix.wildixatlassian.comnet/wiki/x/MADmAgJwXOAQ

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title	Features

Click-to-call feature
Incoming call popup
Outgoing call popup
Auto-detect existing contact Contact and Business Partner and redirect to its page
Creating a new contact Contact and assign it to the existing Business Partner via popup

Table of Contents

maxLevel	3

Installation Link

...

Notewarning
Make sure that you did install have the installed and configured the TAPI driver first. TAPI driver.

Download the Wildix Integration according to your version:
x64 version: https://files.wildix.com/integrations/win/sapb1/WildixSAPB1Integration_x64.zip
x86 version: https://files.wildix.com/integrations/win/sapb1/WildixSAPB1Integration_x86.zip
In the archive you should see two files:
The add-on registration data (.ard) file
The add-on setup (.exe) file

Installation process

Setup the Integration as SAP Business One

...

Setup the Custom App

Go to Admin tab in your Freshdesk dashboard
Choose Apps Image Removed from Helpdesk Productivity category
Go to Custom Apps tab and press the New Custom App button

Once in a Freshdesk Developer, you need to:

Click on Add New App button
Select Custom App
And Upload app file

Setup information

To proceed you must fill up the mandatory fields:

App Name
Overview
Description
Support Email

You can use any text for now. Whenever you fill the information click on the Publish button. In case of success you can spot the notification:

You can close the page now and return to your Freshdesk dashboard. Go back to the Custom App page and press the Get Custom Apps button.

In case of app was published and time has passed, you should see your application in Custom App Gallery sidebar. Click on it and press the Install button

One last thing is to insert your API key. You can discover your key in your Profile Settings. Just press on your avatar in the top-right corner.

Finish the installation process by copy your API key from the setting page and past it to the sidebar of the installer.

Application Usage

Warning
Keep Collaboration open while working with Freshdesk

The Integration placed in two places:

The down - left button that shows pop-up

Contact info sidebar where a Click-to-call button located

Make a Call

Warning
Keep Collaboration open while working with the application

Making a Call Using Click-to-Dial

You can not call contacts without a phone number. The application recognizes both Work phone and Mobile phone fields from the Freshdesk.

Locate the number that you want to dial in a Сontact or Ticket pages.
Click the call button or the number. The number is automatically dialed in the softphone (Collaboration application).
- A number that has already been clicked cannot be clicked again for five seconds.
- The button does not appear next to fax numbers.
Pop-up now shows contact info: name and phone number. And you'll receive a notification about an outgoing call in the top-right corner.

Answer a Call

Warning
Keep Collaboration open while working with the application

Add-on

Note
You need the administrative rights to install the add-on

On the SAP Business One Main Menu, choose Image Added Administration Image Added Add-Ons Image Added Add-On Administration Image Added Company Preferences Image Added tab.
Choose the Register Add-On button.
The Add-On Registration window appears.
In the Installation Information section, locate and select the add-on registration data (.ard) file for the add-on by choosing Image Added (Browse) button next to the Registration Data File field.
If the selected .ard file contains installer information and the installer file is located in the same folder as the .ard file, SAP Business One automatically fills the installer file in the Installation Package field. If you use the silent installation mode, SAP Business One automatically fills the fields in the Silent Installation Information section.
If the Installation Package field is not filled automatically, locate and select the setup.exe file for the add-on by choosing Image Added (Browse) .
To assign the add-on to the current company, select the Assign to Current Company checkbox.
To install the add-on after registration, select the Install as Part of Registration checkbox.
SAP Business One installs the add-on on the current machine immediately after registration. You do not have to log off your company and log on again. Installing the add-on on other machines depends on company and user preferences.
To register the add-on, choose the OK button.
- If you assigned the add-on to the current company in step 5, the add-on appears in the Company-Assigned Add-Ons list in the Add-On Administration window. The add-on is registered and assigned to the current company.
  Add-ons that are not mandatory are registered as Disabled and Active for the company. For more information about these settings, see Add-On Administration: Company Preferences Tab.
- If you did not assign the add-on to the current company in step 5, the add-on appears in the Available Add-ons list in the Add-On Administration window. The add-on is registered for the current company.
To notify all the users in the current company about the new add-on, proceed as follows:
1. Choose the Send Notification to Users button.
  The You Have new Add-Ons to Install window appears.
2. Enter the notification message header and text.
3. Choose the Send Notification button.
Users receive the notification message within a minute after you have sent it.
To close the Add-On Administration window, choose the OK button.

Activate the integration

By default, the Add-On is not turned on for any user. You need to decide when the integration add-on will start. To do so, follow the instruction

On the SAP Business One Main Menu, choose Image Added Administration Image Added Add-Ons Image Added Add-On Administration Image Added User Preferences Image Added tab.
Choose the user.
Click on WildixSAPB1Integration add-on Image Added Preferences.
- Manual — for the manual start of the integration.
- Automatic — for the automatic start of the integration with every SAP start.
- Disable — this user can not have access to the add-on.
- Default — the settings will be the same as the Company Preferences

Start the integration

Those who use Manual mode Preference should do the next steps each time they run the SAP:

On the SAP Business One Main Menu, choose Image Added Administration Image Added Add-Ons Image Added Add-On ManagerImage Added User Preferences Image Added tab.
Click on WildixSAPB1Integration add-on.
Click on the Start button and wait for a few seconds.

Image Added

Place a Call

Warning
The extension should be assigned to your user via the Telephony command console. Read further in the TAPI guideline.

Warning
Keep the Collaboration open while working with the application

Click to call feature is available across Business Partner Master Data records within any tab.

Image Added

To place a call simply do next steps:

Open up Business Partner Master Data record.
Proceed to any of the Phone number fields.
Right mouse click on Phone Number and press on Call.

Answer a Call

Warning
The extension should be assigned to your user via the Telephony command console. Read further in the TAPI guideline.

Warning
Keep the Collaboration open while working with the application

If the contact is not presented in SAP

Image Added

You can tell that you have an incoming call if you see a flashing red button near your tab name on the browserthis pop-up above all other windows. It also plays the ringtone. You should also receive a notification in the top-right corner

This popup has the next fields:

Details about the call

...

with the Name of the Client and his Phone Number.
The Answer, Hold and Hang-up buttons
Add New Contact and Search field for the Business Partner

Note
You cannot create a contact without a connection to the existing Business Partner

If the contact already exists in SAP

Image Added

When the caller's phone number can be matched with a number in an existing Freshdesk record, that record is also displayed in a new tab.To answer an incoming call, press the green button in the pop-up.SAP record, you can see this pop-up.

It still contains the same info, but on the bottom side you can see next buttons:

Show Contact — Automatically opens SAP record with Contacts tab and focus on this contact record
Show Business Partner — Opens Business Partner Master Data record for this contact

If you have multiple Partners/Contacts with the same phone numbers

In this case, you can see the regular popup from the previous case with the next difference. Show Contact and Show Business Partner buttons will open a spreadsheet with all matching contacts/business partners and you need to choose one of these records by clicking on the yellow button next to the Card Code

Image Added

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Versions Compared

Old Version 1

New Version Current

Key

Installation Link

Installation process

Setup the Integration as SAP Business One

Setup the Custom App

Setup information

Application Usage

Make a Call

Making a Call Using Click-to-Dial

Answer a Call

Add-on

Activate the integration

Start the integration

Place a Call

Answer a Call

If the contact is not presented in SAP

If the contact already exists in SAP

If you have multiple Partners/Contacts with the same phone numbers