You have a business requirement to change the CDT "Communication Desktop" softphone, but there are no configurable options possible to do it in standard and you need to check all available alternatives.
SAP Contact Center 7.0
CCtr, SCC, CCI, CRM-CCI, SAP Business Communication Management 7, Interface, API, customized soft-phone, ECF , KBA , CRM-CCI , Contact Center Infrastructure , How To
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