Hello.
I have some questions about the Telephony Integration between SAP CRM and a CMS.
1. The ICI customizing consists only in making the corresponding entry for the CMS in the ICI customizing?
2. I understand that the data exchange between CRM > IC > CMS and viceversa is through a XML file, is this correct?
3. Related to question 2. Is it necessary to do some configuration in SAP CRM to generate the XML file? or is this automatic?
I would appreciate any information regarding this topic.
Best Regards
JM