SAP ERP
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With SAP connected, the agent greets a known caller by name, finds their customer record by phone, ΑΦΜ, customer number or name, searches your materials, reads their recent sales orders and the status of a specific order, and can post a new sales order while the caller is on the line. One connector covers both SAP S/4HANA (OData APIs, Cloud or on-prem) and SAP Business One (Service Layer).
Open Integrations - Catalogue - SAP ERP - Connect. One connection is shared by the whole company; every agent that turns the SAP tool on uses it.
What you need before you start
Section titled “What you need before you start”Ask your SAP administrator or SAP partner for the following, depending on your product.
S/4HANA Cloud
- A communication arrangement that exposes the business partner, product and sales order OData APIs (API_BUSINESS_PARTNER, API_PRODUCT_SRV, API_SALES_ORDER_SRV).
- Either the communication user and password from that arrangement, or an OAuth 2.0 client-credentials set: client ID, client secret and token URL.
- The API host of your tenant.
S/4HANA on-prem (or ECC with Gateway)
- The same three OData services activated on the Gateway.
- A service user with OData authorisations, and the SAP client number (for example 100).
Business One
- The Service Layer address (usually on port 50000).
- The company database name (CompanyDB).
- A B1 user with rights to Business Partners, Items and Sales Orders on that company.
Network. If SAP answers on a public HTTPS address, use Cloud URL. If it only runs inside your office network, it is reached through a Voice Logica tunnel: a small relay service installed on a machine in your network (Windows or Linux installer) that forwards requests to the SAP host and port. Ask Voice Logica support to set the tunnel up; once it is active it appears in the Tunnel list of the dialog.
What you enter
Section titled “What you enter”Under Advanced settings, all optional:
First setup
Section titled “First setup”-
Integrations - Catalogue - SAP ERP - Connect
Pick the SAP product, then Cloud URL or Tunnel, and fill the credentials for that combination. Fill the sales order defaults under Advanced settings if the agent will take orders.
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Test connection
Voice Logica signs in and reads one customer. Fix any error before you continue.
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Connect
The connection is saved and the first sync of customers and products starts. After that, SAP is re-synced every hour.
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My Agents - your agent - Skills - Tools & Workflows
Turn SAP ERP on. Under Operations keep Identify caller by phone and add the ones you need. Leave Auto-identify caller on connect on so the caller is looked up before the agent speaks. Set Max sales order value and Max sales order lines if you enable Create sales order.
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Save the agent.
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Prove it
Call the agent from a phone number stored on an SAP customer. The agent should greet you by the customer name. Ask “What is the status of my last order?” and you should hear the most recent sales order with its date and status. Then ask for a product by name and check the agent finds it.
What the agent can do
Section titled “What the agent can do”| Job | Operations |
|---|---|
| Know who is calling | Identify caller by phone; look up customer by ΑΦΜ, by customer number (CardCode) or by name |
| Answer product questions | Search products by name, code or barcode |
| Orders | List the customer’s recent sales orders; read one order with lines, quantities and delivery status |
| Account | Read the customer’s open balance (Business One; S/4HANA does not return a balance through this connection) |
| Take an order | Create sales order |
Pre-fetch recent orders on call start loads the identified caller’s latest orders before the agent speaks.
Create sales order writes to SAP. It only runs when you enable it under Operations. On S/4HANA it also needs the sales organization, distribution channel and division set in the connection. Orders above Max sales order value or with more lines than Max sales order lines are rejected and the agent tells the caller.
Troubleshooting
Section titled “Troubleshooting”Test connection fails
The error shows the HTTP status SAP returned.
- 401 or 403: wrong user or password, or the user lacks authorisation for the OData services (S/4HANA) or for Business Partners (Business One).
- OAuth2 token request failed: check the client ID, secret and token URL against the communication arrangement.
- Business One login failed: check the CompanyDB name and the B1 user.
- Timeout or connection refused: SAP is not reachable from the internet. Use a tunnel, or confirm the tunnel shows as active.
The agent does not recognise a caller who is in SAP
Caller ID uses the synced customer list, refreshed every hour. Check that the caller’s number is stored on the customer in SAP, that Phone country code matches your country, and that Identify caller by phone is selected on the agent. A customer added a few minutes ago appears after the next sync.
The agent cannot create a sales order
On S/4HANA, fill Sales organization, Distribution channel and Division in the connection (reconnect to change them). Check that Create sales order is selected on the agent and that the order is within the max value and max lines you set. The agent resolves products through search first, so the material must exist in the synced product list.