What is telephony controls in SAP CS - Customer Service?

SAP Term: telephony controls

• Component: CS

• Component Name: Customer Service

• Description: Functions typically available on a telephone that are provided in the CIC front office in the form of pushbuttons.

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• Key Concepts: 
  Telephony controls are a component of SAP Customer Service (CS) that allow users to manage their customer service operations. This includes managing customer calls, setting up call routing, and tracking customer service performance. It also allows users to integrate their customer service operations with other SAP applications, such as Sales and Distribution (SD) and Materials Management (MM). 
  
  How to use it: 
  Telephony controls can be used to manage customer service operations in a variety of ways. For example, users can set up call routing rules to ensure that calls are routed to the most appropriate customer service representative. They can also track customer service performance by monitoring the number of calls answered, the average wait time for each call, and the average resolution time for each call. 
  
  Tips & Tricks: 
  When setting up call routing rules, it is important to consider the type of customer service operation being managed. For example, if the customer service operation is focused on sales, then calls should be routed to sales representatives who have the most experience in that area. Additionally, it is important to consider the availability of customer service representatives when setting up call routing rules. 
  
  Related Information: 
  Telephony controls are part of SAP Customer Service (CS), which is a suite of applications designed to help organizations manage their customer service operations. Other components of CS include Service Order Management (SOM), Service Contract Management (SCM), and Service Level Agreement (SLA) Management. Additionally, telephony controls can be integrated with other SAP applications such as Sales and Distribution (SD) and Materials Management (MM).