SAP BCM 7.0 SP4 Installation example

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Table of Contents Scope ............................................................................................................................................................................................................................................................ 6

Prerequisites ................................................................................................................................................................................................................................................. 6

Planning Server Roles and Requirements.................................................................................................................................................................................................... 7

Planning System Model ................................................................................................................................................................................................................................ 7

Plan for test/demo environment .................................................................................................................................................................................................................... 8

Example installation for BCM 7.0 training ......................................................................................................................................................................................... 9

Example virtual unit configuration for training ................................................................................................................................................................................. 12

Server Roles and Features ......................................................................................................................................................................................................................... 14

Certificates .................................................................................................................................................................................................................................................. 15

Install Trusted Root Certification CA certificate (.p7b file) .............................................................................................................................................................. 15

Connection Server certificate .......................................................................................................................................................................................................... 17

Edit Connection Server certificate information file .......................................................................................................................................................................... 17

Create Connection Server certificate request file ............................................................................................................................................................................ 17

Create Connection Server certificate with local CA ........................................................................................................................................................................ 18

Connection Server certificate installation ........................................................................................................................................................................................ 18

1. Install Connection Server certificate with wizard ................................................................................................................................................................. 18

2. Install Connection Server certificate Command Prompt ...................................................................................................................................................... 18

Internal Server certificate ................................................................................................................................................................................................................. 19

Edit Internal Server certificate information file ................................................................................................................................................................................. 19

Create Internal Server certificate request file .................................................................................................................................................................................. 19

Create Internal Server certificate with local CA ............................................................................................................................................................................... 20

1. Install Internal Server certificate with wizard ........................................................................................................................................................................ 20

2. Install Internal Server certificate with Command Prompt ..................................................................................................................................................... 20

Verifying Certificates ........................................................................................................................................................................................................................ 21

Data Execution Prevention (DEP)............................................................................................................................................................................................................... 22

User Account Control (UAC) in Windows 2008 Server .............................................................................................................................................................................. 22

Windows firewall.......................................................................................................................................................................................................................................... 22

High Availability Driver ................................................................................................................................................................................................................................ 23

Procedure ........................................................................................................................................................................................................................................ 23

Infrastructure Administrator (IA) .................................................................................................................................................................................................................. 24

HAC Node ................................................................................................................................................................................................................................................... 26

Save the system model ................................................................................................................................................................................................................... 28

Installation logs............................................................................................................................................................................................................................................ 30

Adding and configuring virtual units with Infrastructure Administrator ....................................................................................................................................................... 31

ACME_Database ............................................................................................................................................................................................................................. 31

BCM 7.0 database structure ............................................................................................................................................................................................................ 35

ACME_Administrator ....................................................................................................................................................................................................................... 36

Binding virtual IP address to physical IP address ........................................................................................................................................................................... 37

ACME_Agents ................................................................................................................................................................................................................................. 38

ACME_AgentFrontEnd .................................................................................................................................................................................................................... 39

ACME_AdminFrontEnd ................................................................................................................................................................................................................... 40

ACME_PSTN ................................................................................................................................................................................................................................... 41

ACME_Core ..................................................................................................................................................................................................................................... 42

ACME_WebSite ............................................................................................................................................................................................................................... 43

Activate Virtual Units ................................................................................................................................................................................................................................... 45

System Configurator (SC) ........................................................................................................................................................................................................................... 46

Numbering plan ........................................................................................................................................................................................................................................... 48

Number range definition in System Management ........................................................................................................................................................................... 48

System Services.......................................................................................................................................................................................................................................... 49

Voicemail settings ............................................................................................................................................................................................................................ 49

External Agent Settings ................................................................................................................................................................................................................... 50

CMC Settings ................................................................................................................................................................................................................................... 51

Conference Settings ........................................................................................................................................................................................................................ 52

Recording Settings .......................................................................................................................................................................................................................... 53

Email Settings .................................................................................................................................................................................................................................. 54

SMS Settings ................................................................................................................................................................................................................................... 55

Batch Job Server Settings ............................................................................................................................................................................................................... 56

IP Desk Phone Settings ................................................................................................................................................................................................................... 57

Queue Callback Settings ................................................................................................................................................................................................................. 58

Prompt Settings ............................................................................................................................................................................................................................... 59

System Management .................................................................................................................................................................................................................................. 60

Number Range ................................................................................................................................................................................................................................ 60

Authentication policy ........................................................................................................................................................................................................................ 60

MRS module configuration .............................................................................................................................................................................................................. 61

ETC module configuration ............................................................................................................................................................................................................... 65

Channels, Voice ............................................................................................................................................................................................................................... 66

Channels, Email ............................................................................................................................................................................................................................... 67

Channels, Chat ................................................................................................................................................................................................................................ 67

System Languages .......................................................................................................................................................................................................................... 68

Call Switching .............................................................................................................................................................................................................................................. 69

Gateways ......................................................................................................................................................................................................................................... 69

Switching Routes ............................................................................................................................................................................................................................. 71

Other switching rules ................................................................................................................................................................................................................................... 72

Generic Switching Rules ................................................................................................................................................................................................................. 72

Locations .......................................................................................................................................................................................................................................... 72

Barring Groups ................................................................................................................................................................................................................................ 72

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Global Switching Settings ................................................................................................................................................................................................................ 73

Reporting ..................................................................................................................................................................................................................................................... 74

Data Protection rules ....................................................................................................................................................................................................................... 74

Data Destinations ............................................................................................................................................................................................................................ 74

Reporting Groups ............................................................................................................................................................................................................................ 75

Statistic Settings .............................................................................................................................................................................................................................. 75

Monitoring Templates ...................................................................................................................................................................................................................... 76

Directory Management ................................................................................................................................................................................................................................ 77

Presence Management ............................................................................................................................................................................................................................... 78

Profiles ............................................................................................................................................................................................................................................. 78

Settings ............................................................................................................................................................................................................................................ 79

Queue Management ................................................................................................................................................................................................................................... 80

Phone queues .................................................................................................................................................................................................................................. 80

Email queue ..................................................................................................................................................................................................................................... 82

Chat queue ...................................................................................................................................................................................................................................... 83

Queue Groups ................................................................................................................................................................................................................................. 84

Scheduling ....................................................................................................................................................................................................................................... 85

Skills ................................................................................................................................................................................................................................................. 87

User and Role Management ....................................................................................................................................................................................................................... 88

Groups ............................................................................................................................................................................................................................................. 91

Users ................................................................................................................................................................................................................................................ 96

Restarting BCM system after configuration .............................................................................................................................................................................................. 103

Opening the CDT (Communication DeskTop) .......................................................................................................................................................................................... 104

Convergence ............................................................................................................................................................................................................................................. 106

User Settings Template............................................................................................................................................................................................................................. 107

Directory Templates .................................................................................................................................................................................................................................. 108

Skill based routing ..................................................................................................................................................................................................................................... 109

Chat Channel ............................................................................................................................................................................................................................................ 110

Chat Server and Chat Portal Server .............................................................................................................................................................................................. 110

Internet Chat Client ........................................................................................................................................................................................................................ 111

Windows Server 2008 IIS 7 Configuration .................................................................................................................................................................................... 113

CRM Integration ........................................................................................................................................................................................................................................ 115

Installing Integration Interfaces...................................................................................................................................................................................................... 115

IVR Management ...................................................................................................................................................................................................................................... 121

Create a welcome wav file for custom IVR.................................................................................................................................................................................... 122

Configure a prompt file .................................................................................................................................................................................................................. 122

Configure a prompt ........................................................................................................................................................................................................................ 122

Import IVR application ................................................................................................................................................................................................................... 123

Outbound ................................................................................................................................................................................................................................................... 125

Create a campaign ........................................................................................................................................................................................................................ 125

Script example ............................................................................................................................................................................................................................... 126

Running the campaign ................................................................................................................................................................................................................... 129

Adding second Core virtual unit ................................................................................................................................................................................................................ 131

Adding H.323 gateway .............................................................................................................................................................................................................................. 134

Adding an additional application server (HAC node) ................................................................................................................................................................................ 135

Reporting installation and configuration .................................................................................................................................................................................................... 141

Installing Reporting databases ...................................................................................................................................................................................................... 142

Installing the reporting website ...................................................................................................................................................................................................... 143

Reporting Services Configuration Manager .................................................................................................................................................................................. 144

Installing the Standard Reports ..................................................................................................................................................................................................... 148

Reporting user rights ..................................................................................................................................................................................................................... 149

Reports .......................................................................................................................................................................................................................................... 151

Reporting scheduling ..................................................................................................................................................................................................................... 154

Survey IVR ................................................................................................................................................................................................................................................ 155

Steps to create opt-in IVR ............................................................................................................................................................................................................. 155

Steps to create survey IVR ............................................................................................................................................................................................................ 155

Survey IVR reports ........................................................................................................................................................................................................................ 156

Configure a queue to use survey IVR ........................................................................................................................................................................................... 157

Active Directory import .............................................................................................................................................................................................................................. 158

Running the command................................................................................................................................................................................................................... 158

Importing users with wizard ........................................................................................................................................................................................................... 159

Alarm Server ............................................................................................................................................................................................................................................. 162

Personalizing System Configurator........................................................................................................................................................................................................... 164

Personalizing Infrastructure Administrator ................................................................................................................................................................................................ 165

Troubleshooting......................................................................................................................................................................................................................................... 166

BCM system .............................................................................................................................................................................................................................................. 168

Glossary .................................................................................................................................................................................................................................................... 169

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Some symbols used in this document

Icon Meaning

Caution

Example

Note

Recommendation

Syntax

The latest SAP BCM 7.0 documents are found from URL: http://help.sap.com/bcm70

Documents can be found also from:

SAP Service Marketplace,

http://service.sap.com

Installation & Upgrade Guides

Link can be found from help page.

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Scope

The scope of this example installation is to install the BCM 7.0 system with basic configuration. Note that this is an

example installation, so it does not fully cover all the aspects of a production environment and high availability best

practices.

We will be installing the system for the fictional company ACME. Throughout this document we will be using ACME

for the customer name. Replace it with your own customer/company name.

This example installation is currently based on the 7.0 SP4 (7.0.4.0) build. Ensure you have the latest version of

BCM software prior to starting installation.

In this document the SAP Business Communications Management software is abbreviated as SAP BCM.

Prerequisites

This installation is for a single-server test/demo installation.

Prior to installing BCM 7.0 software in this single server environment you need:

Windows Server 2008 English Standard 64bit / SQL Server 2008 English Standard 64bit

OR

Windows Server 2008 R2 English Standard 64bit / SQL Server 2008 R2 English Standard 64bit

OR

Windows Server 2003 English Standard 32bit / SQL Server 2005 English Standard 32bit

Install the SQL as per the Installation Guide, using a Case Insensitive collation such as “Latin 1 General CI AS”.

Collation depends typically on language which is used.

Note that Management Tools is needed, and if you want to install BCM Reporting select Analysis Services and

Reporting Services to be installed but do not configure the Reporting Services.

On all application servers the SQL Native Client must be installed to be able to connect to databases.

http://www.microsoft.com/en-us/download/details.aspx?id=16978

Microsoft IIS 6.0/7.0 (see installation guide for Role selecting for Windows 2008)

Java SE Runtime 6, 32 bit edition (NOTE: 64 bit Java 6 is not supported, Java 7 is not supported)

Link to Java download: http://www.java.com/en/download/manual_v6.jsp

Windows 2003 Server needs Microsoft Visual C++ 2005 Service Pack 1 Redistributable Package ATL Security Update

package to be installed. http://www.microsoft.com/en-us/download/details.aspx?id=14431

Window 2008 Server needs Microsoft Visual C++ 2005 Service Pack 1 Redistributable Package MFC Security Update.

Install the 32-bit version, ‘vcredist_x86.exe’. http://www.microsoft.com/en-us/download/details.aspx?id=26347

MSDTC must be running.

You need to install the ASP.NET AJAX 1.0 Installer Package from Microsoft to make the example chat website

working. ASP.NET AJAX is a set of technologies to add AJAX (Asynchronous JavaScript and XML) support to

ASP.NET. It consists of a client-side script framework, server controls, and more.

http://www.microsoft.com/en-us/download/details.aspx?id=883

A single server test system can be a stand-alone server in workgroup but when building multi-server system the servers are

recommended to be members of a domain.

In this example the server is joined to the BCMTR domain, and running with BCMAdmin domain user. This BCMAdmin user is a

normal domain user and has local administrator rights on this example server.

When performing the installation, use this user to login to the server.

More information about prerequisite software can be found from BCM 7.0 Installation Guide.

This installation example is done using Windows Server 2008 R2 and SQL Server 2008 R2. Some differences can be found with Windows Server 2008/2003 and SQL Server 2008/2005.

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Planning Server Roles and Requirements

A particular server or workstation may have one or more roles. There can be a single server working in all roles, or there can be one or more dedicated servers for each of the roles. A single-server system is limited to test/demo units or very small systems where up to 20 agents are working eight hours a day. For systems with more than 20 agents, it is recommended to set up a redundant multi-server environment. The servers and other workstations can have the following roles in the system.

Application servers are used for running various applications like the CEM server, Call Dispatcher, SIP bridge and so on. These applications cause more strain on the CPU capacity than disk I/O or memory. For large systems, it is useful to dedicate an entire server to one or two applications, but the hardware and software requirements are similar in all application servers.

Web servers require Microsoft IIS software to be installed.

Database servers must have the Microsoft SQL Server software installed. These servers have larger RAM and disk I/O requirements than other servers. As the capacity required by the databases is very large and very hard to predict, the servers hosting databases should be dedicated only to this task. To ensure the working reliability the servers should be clustered.

To enable sending/receiving e-mails, a connection to a mail server is required. The connection uses IMAP protocol and by default the port 143 to read the incoming emails. Sending of emails requires SMTP Virtual Server to be configured using Internet Information Service IIS 6.0 Manager.

If the Reporting application is used, we recommend that you reserve a separate server for it. The Reporting application requires that Analysis Services and Reporting Services components of the SQL are installed on the server.

The system should have administration workstation(s) that can be used for running the Infrastructure Administrator (IA) software.

Planning System Model

The system model is the arrangement of virtual units on physical servers. Virtual units are logical units with a virtual IP address. Placing services in different virtual units and using the High Availability Control (HAC) service ensures that one spare virtual unit continues running if the active virtual unit is stopped for example for updating, or by a server failure. Virtual units should have instances on at least two different physical servers. During a possible server failure the services are automatically moved to other servers by HAC. If the system should withstand a failure of more than one server at a time, more instances of each virtual unit should be created on different servers. Spreading the primary instances on different servers enables load balancing in normal conditions when no virtual unit instance has failed. Load balancing should also be taken into account when arranging the backup instances. More information about planning can be found from BCM 7.0 Master Guide

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Plan for test/demo environment

The IP addresses are relating to this example – in your environment use your own addresses and subnet mask.

This example installation requires one static IP address for the server and 12 available IP addresses for virtual

units. Address range used here in this example is 10.31.99.13x and 10.31.98.13x and the subnet mask is

255.255.254.0

(This training/demo example uses only one server. In production environments you should have e.g. a separate

SQL server and two application servers to make a redundant environment.)

Server Name BCM00

Server physical (static) IP address 10.31.99.130

The virtual units to be installed: (don’t use space in the virtual unit name, use _ (underscore) instead)

ACME_Database BCM00\ACME (syntax: SERVERNAME\INSTANCENAME)

ACME_Administrator 10.31.99.131

ACME_Agents 10.31.99.132 (MRS does server side recording)

ACME_AgentFrontEnd 10.31.99.133 (MRS plays prompts to internal BCM users)

ACME_AdminFrontEnd 10.31.99.134

ACME_PSTN 10.31.99.135 (MRS plays prompts to calls from PSTN)

ACME_Core 10.31.99.136

ACME_Website 10.31.99.137

ACME_Reporting_DB BCM00\ACME (this virtual unit installs the reporting databases)

ACME_Reporting_Website 10.31.99.138

ACME_Standard_Reports (this virtual unit installs report templates)

Optional:

ACME_Integrations 10.31.99.139

ACME_Core2 10.31.98.136

ACME_PSTN2 10.31.98.135

Additional: (in this document we are configuring the chat web site

ACME_Chat 10.31.98.130 to a different subnet to illustrate that this site is typically installed to demilitarized zone, DMZ, in public internet)

NOTE!:

Never use the server physical IP address as a virtual IP address for virtual unit!

(if HAC inactivates a virtual unit having the physical IP address the connection to server is lost)

More detailed information about installation is found from BCM 7.0 Installation Guide.

Never use the same variable values (IP addresses, virtual unit names, certificates etc.) in test system(s)

and in production system(s).

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Example installation for BCM 7.0 training

This sample BCM system is configured to have 100 numbers in PSTN number range:

10 numbers for phone queues

70 numbers for agents

10 numbers for Custom IVRs

10 numbers for Built-In IVRs

Additionally there will be a range of internal numbers (100000-999999).

The voicemail numbers will be allocated from that internal range to save PSTN numbers.

ACME contact center

70 users with phone numbers and voicemail numbers User groups (created during installation)

CC Supervisors (Contact Center managers) CC Agents (Contact Center agents) Expert Users (Switchboard agents) Office Users (office users and hard phones)

User roles (built in default roles) CC Supervisor CC Agent Expert User Office User

Different settings in Queues Skill Based Routing Recording queue calls automatically VoiceMail E-mail queue Chat queue

IVR Services Menu IVR OptIn IVR and Survey IVR

The purpose of this example is to install and configure BCM system for a customer called ACME with following items:

Customer name: ACME

Queues:

Switchboard 1000

Sales 1001, 1004 (numbers have different languages for skill based routing)

Sales Callback 1002

Marketing 1003

Built in IVR’s: Presence IVR number 1099 External agent IVR number 1098 CMC IVR Number for Source Number Masking 1097 CMC Recording IVR Number 1096 Conference IVR number 1095 ETC IVR Number 1094 Callback queue IVR number 1093

Custom IVR’s

Menu Custom IVR 1080 OptIn IVR and Survey IVR 1081, 1082

Other queues:

Chat queue ACME Chat chat@acme.com E-Mail queue ACME E-Mail emailbox@bcmtr.com

BCM (Business Communications Management) system main components:

- CEM Server - Email Sender - Call dispatcher - SIP bridge for gateways - Directory Server - SIP Bridge for hard phones - Connection Server - Agent Server - H323 Bridge for gateways - External Terminal Controller for hard phones - Media Routing Server(s) - Data Collector - Batch Job Server - Gateway(s) to public telephone network, so that calls are routed to PSTN - Patterns, routes and destinations to be able to make calls out to PSTN

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Following diagrams which are showing different dependencies/connections between different components or

functionalities are collected from these documents

BCM 7.0 Master Guide

BCM 7.0 Installation Guide

BCM 7.0 Security Guide

Read the documents for more details.

Hierachy of administrators and users.

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Overviews of BCM architecture

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Example virtual unit configuration for training

Components in this example installation:

In this example we don’t install all

the virtual units following the

templates to show how the

configuration can be changed to

meet the needs of different

installations.

In this example e.g. the Chat

Portal Server is installed to

Website virtual unit instead of the

Integrations virtual unit.

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Basic Principle of SAP BCM Integration Interfaces

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Server Roles and Features

Typical set of roles and features needed to run BCM software.

IIS 6 Management Console is needed to configure the virtual SMTP server.

SMTP Virtual server is used to send the reply emails to customers and voicemail

notifications for users.

BCM system is using this Windows component to send emails.

.NET Frameworks 3.5.1 must be installed.

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Certificates

A certificate is mandatory for the Connection Server (CoS) to be used with the connections from Communication

DeskTop (CDT) and System Configurator (SC).

In this example installation we will also be using a certificate to secure the connection between BCM components,

an Internal Server Certificate. NOTE: Internal Server certificate is not mandatory.

Recommended syntax for certificate names is e.g.: COS.<Customer_Domain_Name>:

Connection Server Certificate = COS.ACME.COM

Internal Server Certificate = BCM.ACME.COM NOTE: When buying these certificates from commercial CA’s the names must be registered in internet DNS servers. It can take a few days.

In this example document we are using Windows Server 2008 R2. Screen shots may differ with other operating systems.

For customer installations in ASP environments it is recommended to use certificates issued by public Certification Authorities (CA), such as Thawte, Verisign etc. For internal, demonstration or training purposes you can set up a private certificate server using the tools included in the Microsoft Server software, and use a self-signed certificate. You can acquire certificates using tools on a public CA web page, or in the Microsoft IIS Manager, or follow the example below. The example is generic; always follow the instructions of the CA and certificate you have chosen to use.

Install Trusted Root Certification CA certificate (.p7b file)

If you are using a local Microsoft Certificate CA Server export and download the trusted root certificate from that CA server and install it to the BCM server(s) where you want to install certificates made by this CA. (use name e.g. certnew.p7b for the exported file and save it to e.g. D:\SAP\BCM folder) NOTE: This certificate must be installed on all BCM servers where you install Connection Server component and if the Internal Server Certificate it must be installed to all BCM servers. This same trusted root certificate must be installed also to all workstations running BCM clients like Communication DeskTop (CDT) and Convergence and System Configurator.

Trusted Root Certificate installation procedure: o In the Windows Start menu, select the Run option, type MMC and click the OK button. o In the MMC window, select File Add/Remove Snap-in. o Select Certificates then click Add. o In the Certificates snap-in dialog, select Computer account, click Next. o In the Select computer dialog, select Local computer: …, click Finish. o Click Close, OK. o You can save the MMC configuration e.g. to Desktop with name Certificates.msc

Open the Certificates.msc and select Trusted Root Certification Authorities

Right click the Issued To area and select All tasks Import...

Browse the D:\SAP\BCM\certnew.p7b file, click Next, Next, Finish.

The issuer of the certificate should now appear on the list of trusted CA’s.

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After installing the trusted root CA certificate you can start making certificate requests.

Example template for Connection Server certificate: These template files can be found from ‘D:\SAP\BCM\Install\7.0.x.x\Examples And Templates’ folder if you are using default installation path on D-drive.

With only the OID = 1.3.6.1.5.5.7.3.1 line the certificate can be used as an SSL server certificate. Ensures the

identity of a remote computer.

Used typically with Connection Server Certificate.

Example template for Internal Server certificate:

Adding the second OID = 1.3.6.1.5.5.7.3.2 line the certificate can be used also as an SSL client certificate. Proves

your identity to a remote computer.

Both OID setting lines are needed for Internal Server Certificate.

(More detailed information about certreq.exe command line parameters can be found from:

http://technet.microsoft.com/en-us/library/cc736326(WS.10).aspx)

NOTE: Do not enter the country name but the two-character abbreviation defined in the ISO 3166 standard, for example Finland = FI, Sweden = SE, Germany = DE.

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Connection Server certificate

You can find the certificate templates by default from the folder: D:\SAP\BCM\Install\7.0.x.x\Examples And Templates Use these files when creating certificates.

Make sure there is no empty line at the end of text.

Edit Connection Server certificate information file

Edit the line e.g.

to match your environment and then save the file with the name newcert.inf to the D:\SAP\BCM folder. Start the Command Prompt using right click selection ‘Run as administrator’ and change to the directory, where you saved the file above.

Create Connection Server certificate request file

Open Command Prompt and go to D: drive SAP\BCM folder. Execute the following command in command prompt using the file name you have created above: D:\SAP\BCM:\>certreq –new newcert.inf newcert.req If everything goes as expected, the command does not write any response on screen, but a new file called newcert.req appears to the same folder. You will need this newcert.req file in the next phase. The request file looks something like this: -----BEGIN NEW CERTIFICATE REQUEST-----

MIID1jCCAz8CAQAwgZkxEDAOBgNVBAYTB0ZpbmxhbmQxEDAOBgNVBAgTB1V1c2lt

YWExDjAMBgNVBAcTBUVzcG9vMRAwDgYDVQQLEwdUZXN0aW5nMTEwLwYDVQQKHigA

VwBpAGMAbwBtAF8AQwBvAG0AbQB1AG4AaQBjAGEAdABpAG8AbgBzMR4wHAYDVQQD

YQBwAGgAaQBjACAAUAByAG8AdgBpAGQAZQByA4GJhvcNAQEFBQADgYEAlCsy8S0q

AQBmz4OVf6BSkFbwxfc92ejPBl7kbMJefoVaJZKpE5up6SxJBiDCZ2DrWTDKaW79

bX6x+0bWj3Wih39+/xTvL6weswnFhFgw/loTp/DECEESXPsyLv/cztrI3jTI+J+J

ZGH4uL3QvJhWWEb78bd2imOa+1ebDX1V+w0=

-----END NEW CERTIFICATE REQUEST-----

If you buy a certificate from any commercial provider you should now get the certificate from there using the contents of the ‘newcert.req’ file. When you receive the certificate save it with a name e.g. ‘certnew.cer’ and continue from ‘Install certificate with wizard’ or ‘Install certificate with command prompt’.

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Create Connection Server certificate with local CA

Open link: http://10.31.99.130/certsrv/ (this is the URL for certificate server in training environment, replace the URL with your local Microsoft Certificate services server)

Click Request a certificate

Click Advanced certificate request

Click Submit a certificate request by using a base-64-encoded CMC……

Open the newcert.req file with Notepad and copy-paste the text into the Saved Request field

NOTE: make sure that there are no extra empty lines after last line in the field after paste! Click Submit button.

Click the Home link in the right upper corner of the web page

These following steps are done on the CA server: o On your certificate server open

Administrative Tools Certification Authority expand Pending Requests, right click your Request, select All Tasks Issue

Go back to web page http://10.31.99.130/certsrv/

Click View the status of a pending certificate request

Click Saved-Request Certificate (dd.mm YYYY hh:mm:ss)

Select Base 64 encoded

Click Download Certificate

Save certnew.cer file to D:\SAP\BCM folder

Connection Server certificate installation

Select one of the following options:

1. Install Connection Server certificate with wizard

Open MMC and select Personal, right click the Issued To area and select All tasks Import...

Browse the D:\SAP\BCM\certnew.cer file, click Next, Next, Finish. OR you can import the certificate with Command prompt

2. Install Connection Server certificate Command Prompt

o Start the command prompt using selection ‘Run as administrator’ and change to the directory, where you have the certificate files.

o Execute the following command in command prompt, using the name you chose above: o D:\SAP\BCM:\>certreq –accept certnew.cer

If everything goes as expected, the command does not write any response on the screen.

The certnew.cer certificate(s) are going to be installed on the application server(s) where the Connection Server is installed and running. Each application server where the Connection Server is running needs its own connection server certificate. Certificate can be also exportable. The certnew.p7b certificate is going to be installed also on workstations in which you are running BCM soft phones, Communication DeskTop (CDT) or Convergence or System Configurator (SC). This certificate (certnew.p7b) is needed to tell to workstation that the server that has issued this Connection Server certificate (certnew.cer) is a trusted CA. NOTE: If you buy/receive the certificate from e.g. Thawte or Verisign or any other official trusted CA, then you typically don’t need to install anything on the workstations. The certificate can be also exportable so it can be installed to all servers where Connection Server is running.

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Internal Server certificate

You can find the certificate templates by default from the folder: D:\SAP\BCM\Install\7.0.x.x\Examples And Templates Use these files when creating certificates. Create the certificate request in a text editor, e.g. Notepad. Copy/paste the text into Notepad.

Make sure there is no empty line at the end of text.

Edit Internal Server certificate information file

Compared to the previous certificate, in the subject line the CN value should be e.g. BCM.ACME.COM and this certificate includes also second OID line. Edit the line e.g.

to match your environment and then save the file with the name newcert2.inf to D:\SAP\BCM folder.

NOTE: Ensure to name the file differently so you don’t overwrite your previous certificate.

Create Internal Server certificate request file

Start the Command Prompt using right click selection ‘Run as administrator’ and change to the directory, where you saved the file above. Execute the following command in command prompt using the file name you have created above: D:\SAP\BCM:\>certreq –new newcert2.inf newcert2.req If everything goes as expected, the command does not write any response on screen, but a new file called newcert2.req appears to the same folder. You will need this file in the next phase. The request looks something like this:

-----BEGIN NEW CERTIFICATE REQUEST-----

MIID1jCCAz8CAQAwgZkxEDAOBgNVBAYTB0ZpbmxhbmQxEDAOBgNVBAgTB1V1c2lt

YWExDjAMBgNVBAcTBUVzcG9vMRAwDgYDVQQLEwdUZXN0aW5nMTEwLwYDVQQKHigA

VwBpAGMAbwBtAF8AQwBvAG0AbQB1AG4AaQBjAGEAdABpAG8AbgBzMR4wHAYDVQQD

YQBwAGgAaQBjACAAUAByAG8AdgBpAGQAZQByA4GJhvcNAQEFBQADgYEAlCsy8S0q

AQBmz4OVf6BSkFbwxfc92ejPBl7kbMJefoVaJZKpE5up6SxJBiDCZ2DrWTDKaW79

bX6x+0bWj3Wih39+/xTvL6weswnFhFgw/loTp/DECEESXPsyLv/cztrI3jTI+J+J

ZGH4uL3QvJhWWEb78bd2imOa+1ebDX1V+w0=

-----END NEW CERTIFICATE REQUEST-----

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If you buy a certificate from any commercial provider you should now get the certificate from there using the contents of the newcert2.req file. When you receive the certificate save the certificate with a name e.g. certnew2.cer and continue from ‘Install certificate with wizard’ or ‘Install certificate with command prompt’.

Create Internal Server certificate with local CA

Open link: http://10.31.99.130/certsrv/ (replace the URL with your local Microsoft Certificate services server)

Click Request a certificate

Click Advanced certificate request

Click Submit a certificate request by using a base-64-encoded CMC……

Open the newcert2.req file with Notepad and copy-paste the text into the Saved Request field

NOTE: make sure that there are no extra empty lines after last line in the field after paste!

Click Submit button.

Click the Home link in the right upper corner of the web page

These following steps are done on the CA server: o On your certificate server open

Administrative Tools Certification Authority expand Pending Requests, right click your Request, select All Tasks Issue

Go back to web page http://10.31.99.130/certsrv/

Click View the status of a pending certificate request

Click Saved-Request Certificate (dd.mm YYYY hh:mm:ss)

Select Base 64 encoded

Click Download Certificate

Save the file with name certnew2.cer to D:\SAP\BCM folder

Select one of the following options:

1. Install Internal Server certificate with wizard

Open MMC and select Personal, right click the Issued To area and select All tasks Import...

Browse the D:\SAP\BCM\certnew2.cer file, click Next, Next, Finish. OR you can import the certificate with Command prompt

2. Install Internal Server certificate with Command Prompt

o Start the command prompt using selection ‘Run as administrator’ and change to the directory, where you have the certificate files.

o Execute the following command in command prompt, using the name you chose above: o D:\SAP\BCM:\>certreq –accept certnew2.cer

If everything goes as expected, the command does not write any response on the screen.

NOTE: The Internal Server Certificate must be created and then exported to every server where BCM components are installed. More information about this in the chapter where an additional server is added to BCM system. Commands used during the creation of certificates:

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Verifying Certificates

To check that the certificates are properly installed, you can use the Certificates MMC Snap-in. Procedure

o In the Windows Start menu, select the Run option, type MMC and click the OK button. o In the MMC window, select File Add/Remove Snap-in. o Select Certificates then click Add. o In the Certificates snap-in dialog, select Computer account, click Next. o In the Select computer dialog, select Local computer: …, click Finish. o Click Close, OK.

In the left hand tree, navigate to Console Root - Certificates (Local Computer) – Personal - Certificates. The new certificates should appear on the list on the right side. It can be identified by the Issued To column.

Notice the yellow Key on the icons.

If the key is missing the certificate does

not work.

(In Windows 2003 server you don’t see

the key symbol on icons but there is also this

information about the private key)

IMPORTANT NOTE! Make a reminder in your calendar

about expiration dates of the connection server certificate

and internal server certificate. If the certificate(s) expire the

BCM system cannot be used.

Remember also that the issuer (Issued by) certificate (in Trusted Root Certification Authorities) can expire.

Before expiration of the Connection Server certificate renew it (common name of the certificate can be the same) and

install the new certificate to server, inactivate Connection Server and delete the old expired certificate, activate

Connection Server again. Connection Server starts using the new certificate.

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Data Execution Prevention (DEP)

In BCM 7.0 SP02 and SP3 versions, CEM Server requires that the Data Execution Prevention (DEP) setting in MS Windows is disabled. Check that the DEP allows CEM Server to run. (This is not needed for SP4 or newer.) To do this, go to Control Panel System Advanced System settings System Properties - Advanced tab:

Performance Settings Performance Options - Data Execution Prevention tab.

If the setting is enabled for all programs and services, add the CEM Server to the list of exceptions. This can be done after installing the core virtual unit. If the setting is enabled only for essential Windows services it does not affect to CEM Server.

User Account Control (UAC) in Windows 2008 Server

In this installation the Windows UAC has been left to

default setting and that causes that some software like e.g.

Command Prompt must be run with option “Run As Administrator”

when creating certificates.

Also Reporting Web site might need Internet Explorer to be run

with ‘Run As Administrator’ rights when used locally on the server.

In this installation we are using the default User Account Control

(UAC) settings of Windows Server 2008 R2.

Windows firewall

Windows firewall can block connections

between BCM application servers.

Configure firewall to allow communication

between servers

In the picture the firewall has been set off,

it is recommended to configure proper

rules for different kind of communication.

If you have 3rd

party firewalls you may need

to configure those also.

Default ports used in communication between

BCM components can be found from

documentation.

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High Availability Driver Microsoft Windows has changed the way it handles ARP packets that are sent when an IP address is added on a computer; the change started from Windows Server 2008 and Windows Vista: The SPA field in the initial ARP request is set to 0.0.0.0, instead of the added IP-address. Due to the change, the packets are not exactly Gratuitous ARP packets anymore, but rather Probe ARP packets. We recommend installing the High Availability Driver, also called as GARP driver, that sends old-style GARP

packets to network on the computers that are running Windows Server 2008, or later. The device driver is needed

because Windows does not allow for user-mode code to send network packets with free content, and does not

provide means to send GARP packets as they should be. The driver is utilized by BCM High Availability Controller

process.

Procedure

1. Open Control panel Network and Sharing Center Change adapter settings. A list containing network

connections is displayed.

2. Select the network connection that the BCM system uses.

3. Right-click that connection and choose Properties. Properties for the network connection are displayed.

4. Click the Install button. A feature list is displayed.

5. Choose Protocol and click the Add button. The Select Network Protocol view is displayed.

6. Click the Have Disk button, the Install From Disk dialog is opened.

7. Click the Browse button, go to the …\Install\7.0.x.0\High Availability Driver\contents folder, choose the

BcmHaDriver.inf file and click the Open button. The dialog closes and Select Network Protocol

dialog opens.

8. Select BcmHaDriver and click OK.

The BcmHaDriver is now installed and you can close any remaining dialogs.

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Infrastructure Administrator (IA)

High Availability Controller (HAC) is a Windows service that controls virtual unit instances and communicates with

other HACs on other servers to make sure that necessary BCM components are available. Create HAC nodes on

each server locally first, then you can do rest of the installation from any HAC node or from a separate

administration workstation remotely.

The model must contain all HAC nodes.

Each HAC node should have the physical IP address of the server it is located on.

Each HAC node must have a unique name.

Place only one HAC node on a server.

In this example we are using D:\ drive to install the BCM software.

NOTE: In multi-server environment it is recommended to use a shared install media folder. It can be shared folder

on a dedicated file server, on one of the application servers or it can be on the SQL cluster as a resource which is

always available.

1. Copy BCM 7.0.x.x software package to install folder D:\SAP\BCM\Install on the selected server.

2. Create a share; right click the ‘Install’ folder and select ‘Share with Specific people…’

Select the users who can have access to this

share and click ‘Share’. (selected user account should

be the account that you are using to login to the

BCM servers and which is also used to run necessary

Windows services like SQL Server, SQL Server

Agent etc.). In this example it is BCMTR\BCMAdmin.

Use the created share as the Install media directory

for all HAC nodes in BCM system.

In this example the share name is: \\BCM00\Install\

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On every BCM server start installation by opening the shared folder:

\\BCM00\Install\7.0.x.x\Infrastructure Administrator

Double click ‘BCM Infrastructure Administrator 7.0.msi’.

Enter in the information for the location of:

- Home Directory for BCM Software D:\SAP\BCM\

- Install Media Directory for BCM Software \\BCM00\Install\

- Log directory for Infrastructure Administrator D:\SAP\BCM\Logs\

Click Install

Once the installation is completed,

there will be an Infrastructure Administrator

icon on the desktop.

Double click this icon and it brings up the

window as per below.

Benefit of having the shared install media folder is that when adding hotfixes or new support packs to

base installations it must be done only in one place and all HAC nodes can detect the changes very

easy.

When/if using local install media folder on every server you must remember to add hotfixes and support

packs to every server and remember to add those changes to base installations.

NOTE: In BCM 7 system the databases must be installed before any other virtual unit!

All other virtual units add information to configuration database, if the configuration database is not accessed the

installation will fail.

Database installation can be done by installing Infrastructure Administrator (IA) to SQL server as a mock node,

without HAC service. Software installations can be done without HAC service. If the HAC service is installed also to

SQL Server it can be a part of the system model and the variables used in creating database virtual unit can be

utilized in other virtual units to be created.

An example document of 5 server installation is available; see more details of multi-server installation from there.

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HAC Node

HAC node is a server running High Availability

Controller (HAC) service.

The first step in installation is to add the HAC node(s),

the application servers, to system model.

Right click HAC Nodes Select Add HAC Node...

Enter in:

Name of the HAC Node (typically the server name)

IP Address for the HAC Node (static IP address of the server)

Server Port 21012

Administration Port 21014

Name of your server in this example is BCM00

Physical (static) IP address (10.31.99.130) of your server

Click OK.

Right click your new HAC node BCM00, and select

Set as Local HAC Node.

Leave this path as default and click OK.

NOTE: Dedicated SQL Server in multi-server environment:

You can install the database virtual unit on SQL Server using Infrastructure Administrator without configuring and installing the

HAC service. If you don’t want to install HAC service continue from

‘Save the system model’ chapter.

The following steps install the HAC service to server.

When installing a BCM application server continue from

here by installing the HAC service.

Right click BCM00 and select Change Base Installation...

Select the correct base installation

version and click OK.

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In the right hand pane, expand the block Deployment Variables for High Availability Controller.

Edit the properties:

HAC Administration Users BCMTR\BCMAdmin

Internal Server Certificate Common Name BCM.ACME.COM

Internal Server Certificate Issuer BCM00CA

Client Certificate Common Name COS.ACME.COM

Client Certificate Issuer BCM00CA

HAC Service Logon User Account BCMTR\BCMAdmin

Password for HAC Service Logon User Account ******** (the Windows password)

Click Save

Note: There is a “Volatile” field, the password is not saved if/when you close the IA user interface.

So if you make changes to this virtual unit in the future, then you will need to enter the password again.

Right click on BCM00 (local @ 7.0.4.0), and select Apply All Changes to Local System

HAC service with correct user name has now been installed and started.

Notice the share of install folder.

It is recommended to use a shared folder,

adding support packages and hotfixes is

needed to do only in one place.

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To check the HAC service go to Start All Programs Administrative Tools Services.

Scroll down to SAP BCM HAC BCM00 and check

that the service has the correct “Log On As” user

BCMTR\BCMAdmin

NOTE: When creating the admin user account for BCM system use strong password

which is not changed after creation. If you change the password BCM stops working

until the correct password is entered in several places in virtual units and also for the

HAC service.

Save the system model

In Infrastructure Administrator, click File Save As...

Select the location D:\SAP\BCM\VU\BCM00\etc,

enter File Name e.g. Model and click Save

NOTE: This folder is used because HAC service is

also saving its own files here. Model.wim file is saved

always locally to servers. If any server has ’old’ version

of system model then other HAC instances or IAs send

the latest system model file automatically.

To start communication between IA and HAC service

make a connection:

Select Connection Connect...

Enter in:

User Name = BCMTR\BCMAdmin,

Password = Windows password

Certificate Name = COS.ACME.COM,

then click Connect

(Certificate name is needed because when installing

the HAC service we configured ‘Client Connection

Security’ information.)

Select Connection Monitoring Mode

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After a short while the HAC node(s) appear with green arrow if the configuration is correct.

This step ensures that Infrastructure Administrator can communicate with (all) HAC Node(s).

If green arrows don’t appear, recheck your configuration. HAC log is typically the first place to start the

troubleshooting. By default in this example the logs are in D:\SAP\BCM\Logs\ folder.

When Infrastructure Administrator (IA) and High Availability Controller (HAC) service start to communicate HAC

service creates automatically two files into the D:\SAP\BCM\VU\<nodename>\etc folder:

hacmodel_<nodename>.xml

backupmodel_1.xml

The <version> number of backupmodel_<version>.xml increases every time when IA saves the system model and

HAC creates a new backupmodel file and starts using the latest version.

In Monitoring mode you can monitor and control the BCM system. You can start and stop (Active and Inactive)

virtual units or switch manually a virtual unit from one node to another.

When all HAC Nodes appear with green arrows click Connection Deployment mode

In Deployment mode you can edit existing virtual units and add new virtual units for the BCM system.

More detailed information about all of the fields in the IA can be found from application help. The purpose of this

example is to build a running system which can then be fine-tuned depending of the needs.

To install HAC service you need to install Infrastructure Administrator locally to all BCM servers and configure the

HAC node.

Virtual units can be installed to any configured HAC node where HAC service is running remotely from any other

HAC node where you have IA running.

HINT: Housekeeping is important; the old backupmodel_##.xml files should be deleted from this folder

periodically, only the latest version with biggest version number is in use.

HINT: It’s recommended to use only one active IA from where you edit and change system settings. You can

configure View-only user account(s) to monitor the system without being able to change any settings. When using

remote connections to servers or any administration pc, use connections that connect to console.

(E.g. use Run-command: mstsc /admin (or mstsc /console) to make real console connection with Remote

Desktop)

System model files

IA uses the file:

- model.wim

HAC uses the files:

- hacmodel_<NODE>.xml

- backupmodel_<version>.xml

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Installation logs

Set user interface logging as follows to get better installation logs.

The default installation log level is ‘Error Messages’, set higher level e.g.

‘Tracing Information Messages’.

Open ‘Settings Set Local Logging Parameters’ and select option.

Set also in ‘Settings Set User Interface Parameters’ the ‘Right Mouse

Button Selects Tree Nodes’ on. It is also possible to change the look and

feel of the user interface from here.

To get better installation logs in the user interface log frame set the

‘Set Deployment Log Level’ e.g. to ‘Trace’.

Default is ‘Errors Only’.

Installation log (VUA) is shown in

this frame when you select ‘Apply

Changes to Host’. Here can be a

tab for every HAC node.

This is a session based log. Full

logs can be found from default log

folder.

There are two new options to check

that all the base installation upgrades

and installations of hotfixes have been

done successfully.

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Adding and configuring virtual units with Infrastructure Administrator

ACME_Database

Databases must be installed before any other virtual units. Databases virtual unit includes by default five different

database installation packages.

Typical (minimum) information needed by database packages:

Time zone

Connection information for SQL server(s)

Configuration database name

Database collation, depends on language, country etc. Database user name

Right click Virtual Unit Add Virtual Unit... select the

Base installation, select Databases Virtual Unit

Add in the name for your Database virtual unit:

ACME_Database and click OK.

Click on Software, and then click the Edit

button. There are a number of fields in different blocks

which need to be edited.

Common variables:

It is recommended to use Windows authentication

instead of SQL authentication for security reasons.

Maintenance Address or Name of the

Database server for Configuration Database BCM00\ACME

Configuration Database Name ACME

DON’T use these templates; they are for BCM 6.0

virtual units. BCM 7.0 IA is backward compatible and

that’s the reason to have these templates here.

NOTE: These templates are for BCM 7.0

virtual units.

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(in this example the SQL named instance has been installed using customer name, BCM00\ACME, and the configuration database name is

using the customer name ACME)

Configuration Database User Name BCMTR\BCMAdmin

Configuration Database Password NOTE: Leave always these password fields empty when using

Windows authentication! (see the tooltip of the field)

Database Collation (immutable): Select correct collation (English = Latin1_General_CI_AS) Collation affects to sorting order of the language.

change of the collation later after installation must be done

using SQL tools.

Default Time Zone (UTC+02:00) Helsinki, Kyiv, Riga, Sofia, Tallinn, Vilnius

(Europe/Helsinki)

Default language English

Variables for Configuration Database Server:

PSTN Ranges 1000-1099

Variables for Monitoring Database Server:

Monitoring History Data Retention Time 1 month *) see Tips & Hints below

(can be changed to be longer)

Click Save

Click Yes that you want to apply the values anyway.

These variables will be evaluated to have correct values

on HAC node level after selecting the instance for

the virtual unit. See next page how to check variables.

Right click Instances under ACME_Database, select

Add Instance BCM00 (the name of your HAC node)

*)

Tips & Hints:

Monitoring History Data Retention Time has now biggest value of 15 years. In some

use cases Monitoring must store data for several years. Monitoring data includes

the links e.g. to call recordings. It is recommended that in normal contact center

usage the maximum value should be 3 months.

If you need to save the information for a long period (e.g. to be able to listen the

recordings) you should install one monitoring database for this normal daily online

monitoring usage and second monitoring database for the long time usage. Also a

new monitoring website should be created to use this long time monitoring

database. Daily online monitoring might become slow if the data retention time is

long and database has a huge number of contacts.

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IMPORTANT TO CHECK:

Make sure that all virtual unit level variables like $DB_SERVER_CONFIGURATION$ have a real value on the HAC

node level. See the next pictures. This applies to all virtual units that you install.

Variables in Virtual unit level shows values like $DB_SERVER_DIRECTORY$:

same information on HAC node level after ‘Add Instance’, variable names have now been evaluated and must have real values

like BCM01\ACME:

Exception: the web site names and log paths can have a variable name as value also on HAC node level:

- Website name in IIS must be always same as virtual unit name

- Log paths can be different on different servers, it is a local setting on the HAC node

Exception: Data Collector has a setting which can have a variable name as a part of value HAC node level:

- this is also depending on local HAC node settings

Now when the virtual unit is added under the BCM00 server node in HAC Nodes section, right click

ACME_Database under this node, and select Apply Changes to Local system or Apply Changes to Host.

This installation might take a few minutes. If you are installing databases locally on the SQL server command

prompt windows like in the next picture may open. If the SQL server has HAC running and it is configured to

system model the installation can be done also remotely. Then the HAC instance on the SQL server is doing the

installation and no command prompt windows are shown.

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After this step has completed, you can open the SQL Management Studio on the SQL server and check that the

databases ACME, ACME_Directory, ACME_Monitoring, ACME_Monitoring_History, ACME_Operative and

ACME_Outbound have been created. Also four jobs should have appeared related to the customer ACME.

In this picture also reporting has been installed and all BCM related items are shown. The Reporting Data

Transformation Process and Reporting OLAP database management jobs are created when installing reporting

databases.

In production systems the databases are typically installed to dedicated SQL servers, operative databases to one

SQL server and reporting databases to another SQL server. In this picture all databases are running on the same

server for training purposes. (In this picture you can see also reporting databases already installed. The installation

of reporting is done later in this example.)

TIPS and HINTS:

Virtual Unit Administrator

(VUA) from the BCM 6.0 is

integrated to IA and HAC.

When selecting ‘Apply

Changes to Local System’

the IA is starting the VUA to

do the installation.

When selecting ‘Apply

Changes to Host’ the HAC

is starting the VUA to do the

installation.

This makes remote

installations possible.

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BCM 7.0 database structure

Configuration database

Operation database

Outbound database

Monitoring database

Directory database

Virtual Warehouse Unit (VWU)Data Staging Area (DSArea)

OLAP Database

Reporting database serverOperative database server

Monitoring history database

Reporting databases are recommended to install on a separate SQL server. Reporting databases must

be installed to make the history search to work from CDT user interface.

In this installation example the reporting databases are installed after the BCM system is up and running.

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ACME_Administrator

Administrator virtual unit template consists of Agent Server (AS), Batch Job Server (BJS), Chat Server and

Directory Server packages.

Agent Server in this virtual unit will be used by System Configurator (Administration Mode)

Batch Job Server takes care of directory rebuild/synchronization, licence reporting, message/file/outbound campaign

cleaning and database related things

Chat Server is used to handle chat requests (together with CEM Server)

Directory Server is used by CEM Server to show directory information to users/agents.

Typical (minimum) information needed by software packages:

Time zone

IP address of the virtual unit

Connection information for SQL server(s) and databases

Certificate name and issuer for internal server connections

Agent Server mode

Customer name

Add the virtual unit:

Right click Virtual Units Add virtual Unit,

select the Base Installation and select Administration Virtual Unit.

Enter the name ACME_Administrator and click OK.

Add in the IP address (10.31.99.131) and subnet mask then click OK.

Under ACME_Administrator, click on Software, and Edit button.

There are automatically a lot of variables that have inherited the values from the database virtual unit.

Enter in the following information:

Common Variables:

Reporting Database Server Address or Name BCM00\ACME (in this training example the same SQL server is

used for operative databases and reporting databases)

Reporting Database User Name BCMTR\BCMAdmin

Server Connection Security:

Internal Server Certificate in Use Tick (make sure that this is ticked)

Internal Server Certificate Common Name BCM.ACME.COM

Internal Server Certificate Issuer BCM00CA

Variables for Agent Server:

Agent Server Mode Administration Mode (for System Configurator)

Reporting Database Name $VU_WDU_Customer$_VWU (leave the variable $VU_WDU_Customer$ here as a part of the name,

see later the ‘Customer Name’ variable for Batch Job Server)

Product Documentation Web Site http://10.31.99.137:80/doc/ (10.31.99.137 will be the virtual IP address of the website virtual unit)

Variables for Batch Job Server:

Customer Name ACME (this name is used to replace the variable part in

the Agent Server variable called ‘Reporting Database Name

($VU_WDU_Customer$_VWU, see above)

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All other variables have the default settings inherited from other earlier configured virtual units.

Click Save

Right click on Instances, and select Add Instance to node BCM00.

Remember to check under the HAC node that variable values are evaluated correctly.

Right click ACME_Administrator under the BCM00 node, select Apply Changes to Host or Apply Changes to Local

System.

Binding virtual IP address to physical IP address

On HAC node level (server level) the virtual IP address must be associated with correct physical IP address if the server has

more than one network card.

If this is not done the operating system will bind the virtual IP address to default network connection of operating system which

can be any of the configured network connections.

NOTE: It is NOT recommended to use NIC teaming in load balancing mode.

Server can have several network connections connecting to different networks:

Bind virtual IP address to correct physical IP address ONLY on HAC Nodes level, the physical IP address is a different address

in every HAC node so it must be configured always on HAC node level for every HAC node individually:

NOTE: If/when you make some changes on the virtual unit level and issue

the ‘Synchronize Instances’ command the bindings are lost. Synchronizing is

always done after changing base installation or after adding hotfixes.

Remember to restore the correct bindings after synchronizing instances.

HAC Nodes level

Physical IP address of

the HAC node

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ACME_Agents

Agents virtual unit template consists of Agent Server (AS), External Terminal Controller (ETC) and Media Routing

Server (MRS) packages.

Media Routing Server (MRS) in this virtual unit is used for server side recording

Agent Server (AS) in this virtual unit is used by end user interfaces, CDT and Convergence (Phone User Mode)

External Terminal Controller (ETC) is used by hard phones

Typical (minimum) information needed by software packages:

Time zone

IP address of the virtual unit

Connection information for SQL server(s) and databases

Certificate name and issuer for internal server connections

Agent Server mode

Right click the Virtual Unit Add Virtual Unit, select the Base installation and select Agents Virtual Unit

Enter the name ACME_Agents and click OK.

Add in the IP address (10.31.99.132) and subnet mask then click OK.

Common Variables:

Server Connection Security:

Internal Server Certificate in Use Tick (make sure that this is ticked)

Internal Server Certificate Common Name BCM.ACME.COM

Internal Server Certificate Issuer BCM00CA

Variables for Agent Server:

Agent Server Mode Phone User Mode (for CDT and Convergence)

Reporting Database Name Click on link and select the ACME_Adminstrator

variable = ACME_VWU then the value in IA will be:

ACME_Administrator: ACME_VWU

(or type the database name: ACME_VWU)

Variables for Media Routing Server:

Maximum Number of Simultaneous Prompts 0 (edit the value 0 to this field because this MRS is

used only for recording in this example)

First Port of Prompt Area 8000 (port range starts by default from 8000)

Use for Server-Side Recording Tick

Maximum Number of Simultaneous Recordings 200 (leave the value 200 to this field

First Port of Prompt Area 9000 (port range starts by default from 9000)

All other variables have the default settings inherited from other virtual units.

Click Save

Right click on Instances, and select Add Instance to node BCM00

Remember to check under the HAC node that variable values are evaluated correctly.

Right click ACME_Agents under the BCM00 node, select Apply Changes to Host or Apply Changes to Local

System.

(remember to bind the virtual IP address on the HAC node level to correct physical IP address)

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ACME_AgentFrontEnd

Front-End virtual unit template consists of SIP Bridge, Media Routing Server (MRS) and Connection Server (CoS)

packages. Frontend virtual unit template has only components that have no connections to databases.

Media Routing Server (MRS) in this virtual unit is for playing the prompts to soft phones and hard phones

Connection Server (CoS) is used by soft phones (CDT and Convergence) and System Configurator (SC)

SIP Bridge in this virtual unit is used only by hard phones

Typical (minimum) information needed by software packages:

IP address of the virtual unit

Connection information for SQL server(s) and databases

Certificate name and issuer for Internal Server Certificate

Certificate name and issuer for Connection Server Certificate

Right click the Virtual Unit Add Virtual Unit, select the Base installation and select Front-End Virtual Unit

Enter the name ACME_AgentFrontEnd and click OK.

Add in the IP address (10.31.99.133) and subnet mask then click OK.

Click on Software, Edit, and add in following information:

Common Variables:

Server Connection Security:

Internal Server Certificate in Use Tick (make sure that this is ticked)

Internal Server Certificate Common Name BCM.ACME.COM

Internal Server Certificate Issuer BCM00CA

Variables for SIP Bridge:

Display Names in SIP Messages Tick (hard phones can show the caller name)

Variables for Media Routing Server:

Maximum number of Simultaneous Prompts 200 (set value 200, default)

First Port of Prompt Area 8000 (leave the value 8000 to this field)

Use for Server-Side Recording Untick (this MRS is not doing recording)

Variables for Connection Server:

Certificate Common Name (CoS) COS.ACME.COM

Certificate Issuer (CoS) BCM00CA

All other variables have the default settings inherited from other virtual units.

Click Save

Click Yes, that you want to apply the values anyway. The warning

comes from missing SIP certificate information which is not mandatory.

The missing values don’t prevent the installation. It is a security option.

Right click on Instances, and select Add Instance to node BCM00

You will get a message on the screen about missing or invalid values, Click OK, that you want to “Proceed with adding the

virtual unit instance?”. (This is the same warning as before.) Remember to check under the HAC node that variable values are

evaluated correctly.

Right click ACME_AgentFrontEnd under HAC node and select

Apply Changes to Host or Apply Changes to Local System.

(remember to bind the virtual IP address on the HAC node level to correct physical IP address)

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ACME_AdminFrontEnd

AdminFrontEnd virtual unit consists of Connection Server (CoS) package. This virtual unit is used to separate

Connection Server used by phone users and Connection Server used by administrators. It is also for load sharing

and reliability.

This Connection Server (CoS) is used only by System Configurator (SC)

Typical (minimum) information needed by software packages:

IP address of the virtual unit

Connection information for SQL server(s) and databases

Certificate name and issuer for Internal Server Certificate

Certificate name and issuer for Connection Server Certificate

Right click the Virtual Unit Add Virtual Unit, select the Base installation and select EmptyVirtual Unit Element.

Enter the name ACME_AdminFrontEnd and click OK.

Right click Software and select Add Software… then select Connection Server from the list and click OK.

Enter in the IP address (10.31.99.134) and subnet mask then click OK.

Click Edit, and check the following information:

Variables for Connection Server:

Certificate Common Name (CoS) COS.ACME.COM

Certificate Issuer (CoS) BCM00CA

Server Connection Security:

Internal Server Certificate in Use Tick (make sure that this is ticked)

Internal Server Certificate Common Name BCM.ACME.COM

Internal Server Certificate Issuer BCM00CA

All other variables have the default settings inherited from other virtual units.

Click Save

Right click on Instances, and select Add Instance to node BCM00

Remember to check under the HAC node that variable values are evaluated correctly.

Right click ACME_AgentFrontEnd under HAC node and select

Apply Changes to Host or Apply Changes to Local System.

(remember to bind the virtual IP address on the HAC node level to correct physical IP address)

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ACME_PSTN

PSTN virtual unit template consists of SIP Bridge, H323 Bridge, Media Routing Server and Prompts packages.

Bridges are used to connect BCM system to 3rd

party PSTN gateways or other systems using bridge connections like

OCS/Lync

SIP Bridge in this virtual unit is used only for SIP gateways and connections

H323 Bridge in this virtual unit is used only by H.323 gateways

Media Routing Server in this virtual unit is for playing the prompts to PSTN

Prompts are the default audio messages played to callers

(In operational system, if you don’t use both type (H.323 and SIP) gateways mixed in same virtual unit, remove the unnecessary bridge

component from configuration. The virtual unit template has both bridge options available by default. In this training example we are using both

for training purposes)

Typical (minimum) information needed by software packages:

IP address of the virtual unit

Connection information for SQL server(s) and databases

Certificate name and issuer for internal server connections

Right click the Virtual Unit Add Virtual Unit, select the Base installation and select PSTN Bridges Virtual Unit.

Enter the name ACME_PSTN and click OK.

Add in the IP address (10.31.99.135) and subnet mask then click OK.

Click on Software and check the following information:

Common Variables:

Server Connection Security:

Internal Server Certificate in Use Tick (make sure that this is ticked)

Internal Server Certificate Common Name BCM.ACME.COM

Internal Server Certificate Issuer BCM00CA

Variables for SIP Bridge:

Display Names in SIP Messages Untick

NOTE: You can uncheck the Display Names in SIP Messages variable in SIP Bridge block, this variable is not needed with

gateways.

Click Save . You will get same kind of message as with ACME_AgentFrontEnd virtual unit about

certificate name and issuer.

Click Yes, that you want to apply the values anyway. The warning comes from missing SIP certificate information

which is not mandatory. The missing values don’t prevent the installation. It is a security option.

Right click on Instances, and select Add Instance to node BCM00

Click OK, that you want to “Proceed with adding the virtual unit instance?” (This is the same warning as before.)

Remember to check under the HAC node that variable values are evaluated correctly.

Right click on ACME_PSTN under HAC node and select Apply Changes to Host or Apply Changes to Local

System.

(remember to bind the virtual IP address on the HAC node level to correct physical IP address)

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ACME_Core

Core virtual unit template consists of CEM Server, Call Dispatcher and Data Collector packages.

CEM Server handles contact allocating

Call Dispatcher handles call switching and routing

Data Collector handles the connections to different databases

Typical (minimum) information needed by software packages:

IP address of the virtual unit

Connection information for SQL server(s) and databases

Certificate name and issuer for internal server connections

RTP packet length

Right click the Virtual Unit Add Virtual Unit, select the Base installation and select Core Virtual Unit

Enter the name ACME_Core and click OK.

Add in the IP address (10.31.99.136) and subnet mask then click OK.

Click on Software and check the following information:

Common Variables:

Server Connection Security:

Internal Server Certificate in Use Tick (make sure that this is ticked)

Internal Server Certificate Common Name BCM.ACME.COM

Internal Server Certificate Issuer BCM00CA

All other variables have the default settings inherited from other virtual units.

Notice the RTP Packet length in MS setting (20 ms). This is the default system wide packet length setting. Change

it if you are using other packet length.

Click Save if you changed some information.

Right click on Instances, and select Add Instance to node BCM00

Remember to check under the HAC node that variable values are evaluated correctly.

Right click on ACME_Core under HAC node and select Apply Changes to Host or Apply Changes to Local System.

(remember to bind the virtual IP address on the HAC node level to correct physical IP address)

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ACME_WebSite

WebSite virtual unit template consists of web site including all necessary web services. In large systems these

components could be separated to dedicated virtual units. The template consists of Web Clients, Monitoring Web

Clients, Remote Administration Tools, Product Documentation, Web Server and Email Sender packages. (later in

this example installation the Chat Portal Server is also included into this virtual unit as an example how to add software in

existing virtual unit)

Email Sender is used to send email messages like voicemail notifications and email channel replies using the local

SMTP Virtual server in the operating system.

Other software packages here are creating the complete end user web site

Typical (minimum) information needed by software packages:

IP address of the virtual unit

Connection information for SQL server(s)

TCP port for HTTP connection

Windows user account and password running the web site

Connection server IP address, port and certificate common name

Certificate name and issuer for Internal Server Certificate

Default time zone

Right click the Virtual Unit Add Virtual Unit, select the Base installation and select Website Virtual Unit

Enter the name ACME_Website and click OK.

Add in the IP address (10.31.99.137) and subnet mask then click OK.

Click on Software, Edit, and add in following information

Variables for Web Clients:

1st Connection Server

Connection server IP address Click on link and select ACME_AgentFrontEnd

virtual unit (ACME_AgentFrontEnd virtual unit IP

address: 10.31.99.133) or type the IP address

Connection Server Certificate Common name COS.ACME.COM

HINT: When the list of variables gets longer you can use the filter functionality in Variable Relationship

Management window: Type e.g. name COS.ACME.COM to field and hit Enter.

Here it could be possible to link the variable called

‘VU_COS_CLIENT_CERT_ISSUED_TO’ from

ACME_AgentFrontEnd virtual unit.

NOTE:

Don’t link HAC node variables to virtual units even

the value would be ok. In the sample don’t link the

line starting BCM00.

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Variables for Monitoring Web Clients:

Reporting Database Name Click on link and select ACME_Administrator variable

= ACME_VWU (or type the database name: ACME_VWU)

Variables for Remote Administration Tools:

Connection server IP address Click on link and select ACME_AdminFrontEnd

virtual unit (ACME_AdminFrontEnd virtual unit IP address:

10.31.99.134) or type the IP address directly

Connection Server Certificate Common name COS.ACME.COM

Variables for Product Documentation:

- Select documentation languages to be extracted and installed.

Variables for Web Server:

Windows User Account for Running Web-Related Processes BCMTR\BCMAdmin

Password of Windows User Account for Running Web-Related Processes Enter the Windows password

Note: Field with this symbol is a “Volatile” field, the password is not saved if/when you close the IA user

interface. So if you make changes to this virtual unit in the future, then you will need to enter the password again. If the

field is left empty when applying changes the password is prompted.

Variables for Email Sender:

Server Connection Security:

Internal Server Certificate in Use Tick (make sure that this is ticked)

Internal Server Certificate Common Name BCM.ACME.COM

Internal Server Certificate Issuer BCM00CA

Click Save

Right click on Instances Add Instance BCM00

Remember to check under the HAC node that variable values are evaluated correctly.

Right click ACME_Website under HAC node and select Apply Changes to Local System or Apply Changes to Host.

(remember to bind the virtual IP address on the HAC node level to correct physical IP address)

After installation has finished you

can check that the website has

been successfully created by

opening the

Internet Information Services (IIS)

Manager.

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Activate Virtual Units

Click File Save or use the save button . Click Connection Monitoring Mode

After a short while, all the red icons should turn first to yellow and then green arrows . Green arrows inform that everything is running ok. If not, check your configuration.

Exclamation mark over the node icon means that Infrastructure Administrator (IA) is communicating to HAC

node and waiting the HAC node to complete the task, the same icon is also Near failure symbol.

HAC makes a restart every time it gets a new system model version, for a short time

there might be a red cross over the node when it reads the new system model, processes it, and starts using it.

Click the Save button after all of your virtual units are green to save the Active state for all virtual units.

You can use also Monitoring Views to see the status of the virtual units:

NOTE!: Virtual units having component

Media Routing Server (MRS) are showing

a yellow exclamation mark at this point.

It is ok at this moment because some

additional configurations (global voicemail,

recording and prompt paths) are still

missing and those will be done a little bit

later using System Configurator (SC).

When doing any changes to system

model in Deployment Mode the

changes will take effect when the

model has been saved and IA is

switched to Monitoring Mode.

At that point IA sends the new model

file to all active HAC nodes and other

running (connected) IAs.

If any HAC node (server) is shutdown

at that moment it does not get the file,

when server is started and HAC starts

it will get the latest version from other

HAC nodes or IAs automatically.

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System Configurator (SC)

The System Configurator (SC) application is part of the SAP Business Communications Management (BCM) software, it enables a flexible administration and configuration of your system. Instead of several applications, SC provides one administration user interface with which you manage the following things:

• System-related settings such as built-in functions and channels • Call switching • Reporting • Scripts • Directories • Presence information • Queues • Outbound campaigns • Interactive voice responses • Users and roles • Data import and export

Set your BCM website (http://10.31.99.137) to be a trusted site in Internet Explorer.

To start the System Configurator (SC), browse to the website IP address where the Remote Administration Tools

package has been installed, in this example installation: http://10.31.99.137/remoteadmin

This will bring up the following page. There is two launching links, remote Infrastructure Administrator and remote

System Configurator.

Click on the Launch button for System Configurator.

(NOTE: only 32-bit Java and 32-bit Internet Explorer are supported)

User Name BCM.Admin

Password 12345678

Click Log On

As this is the first time you are logging in,

you will be asked to change your default password.

Enter a new password, minimum 8 characters .

Enter the same password in the

Confirm New Password field below and click OK.

You don’t need any other configuration for a single BCM installation.

The Default connection connects user to correct BCM system.

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NOTE:

If you use the same SC for several BCM systems

you can configure different connection parameters

and save them.

Click the button next to Connection

Enter information as follows:

For example:

Connection name ACME

IP Address 10.31.99.134

Port 21002

Certificate COS.ACME.COM

Click Save

Add the other connections using

correct information.

IP address and port of the

Connection Server in FrontEnd

virtual unit.

Certificate common name

(IssuedTo)

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Numbering plan

From the whole number space the BCM system has you can define sub ranges for different kind of numbers

needed for the system. There can be sub ranges for queues, users, IVRs, hard phones etc.

Number range definition in System Management

System Configurator (SC) user interface. The

left hand pane contains the main menus and the

right hand pane contains the detailed information

of each section.

It is mandatory to give PSTN number ranges in

Infrastructure Administrator (IA) when installing

databases. In this example we define also the

ranges for different kind of numbers.

Number Range:

In this example we are creating one internal number range for voicemails and configuring five different ranges for

numbers.

Open System Management Number Range

Add an internal number range using values 100000 -- 999999. Click the button.

Click Save

In Subranges section, enter in the following:

Start: 1000 End: 1009 Type: Queue

Click the button to add this sub range, and do the same for the follow additional sub ranges.

Start: 1010 End: 1079 Type: Agent

Start: 1080 End: 1089 Type: Custom IVR

Start: 1090 End: 1099 Type: Built-In IVR

Start: 101000 End: 101079 Type: Voicemail

Click Save

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System Services

Voicemail settings

Voicemail IVR application is used as an automatic telephone answering service. Inbound calls can be forwarded to

the voicemail number where callers hear audio messages (prompts) and can leave messages. Accounts can

manage their voicemail boxes by using the Voicemail application or the corresponding functions in other

applications. They can also use the IVR options to manage voicemails remotely.

Configuring the voicemail settings, typical parameters to change:

System E-Mail Address CEMServer@acme.com

File Location D:\SAP\BCM\VU\ACME_PSTN\prompts\Voicemail

Include Voicemail Message in Notification E-Mail Tick

Click Save

in this configured folder there must be a folder called ‘Message’

in this training example we are using this folder because it is created by installation already

in running operative system this could be also a shared folder on a file server, e.g. \\SERVER\VM\

shared folder for voicemails is good option when all BCM components are located in same location

local folder is for voicemails is good option when there is several sites and the voicemails are saved locally on the site,

voicemail files can be synchronized to other locations using File Replication Server.

NOTE: When changing the voicemail, recording or prompts paths, notice the tooltip:

Use to see

more language

options.

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External Agent Settings

This IVR application is used with the ContactCenter application. It allows agents to serve in queues remotely

without opening the CDT application. In practice agents use the IVR options to log into the queues from an external

number (a mobile phone or traditional analogue phone). The number for this application must be from PSTN range.

Configuring the External Agent IVR application settings:

Double click the line under Extension Numbers.

Enter number 1098 for External Agent IVR application.

Click Save

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CMC Settings

Communication Mobile Client (CMC) enables using SAP Business Communications Management (BCM) on a

mobile phone. It offers most of the same functions as Communication Desktop (CDT) and Convergence, such as

directories, presence and queue functions, and connection to Online Monitoring and Reporting. The numbers for

this application must be from PSTN range.

The functions that are specific to this application enable:

• Linking BCM presence profiles and phone's profiles

• Phone diverting number administration

• Call Routing and Source Number Masking services

• Call recording into own voicemail box

• Mobile presence

Configuring the CMC (Communication Mobile Client) settings:

Connection Servers Erase the information currently in the line. Click on the pencil , and

this brings up possible selection(s), select ACME_AgentFrontEnd

and click Add, then close the window.

Internal Number Length 4 (depends always on the system)

Internal Number Prefix 095460,+35895460 (depends on the system)

Emergency Numbers 112,999,911 (add your emergency numbers)

IVR Number for Source Number Masking 1097

Recording IVR Number 1096

Click Save

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Conference Settings

Conference IVR is an IVR application used with the conference call functions. If this application is defined, it is

possible also to create a conference-type PRS profile. When a user selects the profile, the personal inbound calls

are transferred to this IVR application. The IVR application informs callers that the user they try to reach is having a

call conference, and allows callers to join the conference by using a conference ID. The number for this application

must be from PSTN range.

Configuring the Conference IVR application settings:

Click in the field, and enter the number 1095 for Conference IVR application.

Click Save

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Recording Settings

These settings are related to Server Side Recording. The legislation related to data protection and privacy varies in

different countries. You may need to inform the other party that a call is being recorded. This may also be the case

when displaying and hiding digits in phone numbers. Check the local laws and acts related to these issues.

Configuring the recording settings:

File Location D:\SAP\BCM\VU\ACME_PSTN\prompts\Voicemail\Rec

(path for recordings, in productive systems typically a folder using UNC path, a file share)

Recording mode Specified for User, Queue or Campaign (this gives the freedom for users to select)

Subfolders Created Select desired folder structure

File Format for Recordings Select either GSM or PCM (GSM format compresses files and saves disk space)

Click Save

in this training example we are using this folder because it is created during installation

in operative system this could be also a shared folder on a file server, e.g. \\SERVER\REC\

shared folder for recordings is good option when all BCM components are located in same location

local folder is for recordings is good option when there is several sites and the recordings are saved locally on the site,

recording files can be synchronized to other locations using File Replication Server

NOTE: When changing the voicemail, recording or prompts paths, notice the tooltip:

QMS setting ‘In Use’ is needed only with 3rd party quality monitoring systems. (e.g. Verint, Nice)

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Email Settings

The system handles e-mails in the Communication Desktop (CDT) application as any other contacts, such as

phone calls or chats. E-mails may be placed in a queue to be allocated to agents serving in queue. The outbound

e-mails (replies) are stored in the database and sent to a SMTP server by the E-Mail Sender component. SMTP

Virtual server must be configured with Administrative Tools Internet Information Services (IIS) 6.0 Manager.

Configuring the email server for receiving emails to email channel(s):

Double click in fields to change settings:

Name POST (name of the email server)

IP Addresses 10.31.99.253 (IP address of email server)

Port 143 (default IMAP port number)

Bind to IP Virtual Unit IP (select option from dropdown)

IMAP Folders Root (select option from dropdown, ‘Root’ is used

typically with MS Exchange server, other options

might be needed with e.g. Linux email servers.)

IMAP Server Certificate Subject (used when email server requires TLS encryption)

Click Save

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SMS Settings

The system enables sending and receiving SMS messages but that requires that either some 3rd party hardware,

or a specific service with a mobile operator is available. Sent messages are stored in the database, from where the

SMS Server component sends them using a 3rd party SMS modem. Incoming SMS messages are received from

the SMS modem or service. Like the e-mails, the incoming SMS messages cannot be sent directly to agents, but

only to contact center queues.

Configuring the SMS channel for receiving SMS messages:

Destination sms@acme.com (incoming SMS messages can be handled as emails)

Click Save

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Batch Job Server Settings

Batch Job Server is for running jobs like sending e-mails, directory rebuild/synchronizing and cleaning messages and outbound campaigns. (License Reporting job fails until the reporting is installed.)

Configuring the default setting for Batch Job Server:

Tick: Synchronize Default Directory Group: All BCM Users

Synchronize Default Directory Group: All BCM Queues

Click Save

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IP Desk Phone Settings

This ETC IVR application is used with hard phones to change status or to login/logout from queues and it plays

messages informing if the status or profile change in hard phone was successful or not. The number for this

application can be from internal number range to save the PSTN range numbers. A range of internal numbers must

be allocated for Built-In IVRs. (In this example we are using a PSTN range number for this application.)

NOTE: ETC IVR Number is mandatory when hard phones are used in BCM system.

Configuring a number for ETC IVR application:

ETC IVR Number 1094

Click Save

Advanced Settings: some hard phones might need configuration to be able to send the key combinations

or you might need to change the values in BCM side to make them work if phone cannot send e.g. the #

character as the end character. (e.g. ** 00 or *# 99)

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Queue Callback Settings

With this IVR application the callers can leave a callback request while queuing. Other part of the configuration is

done on the queue level. (see the Sales queue configuration in chapter Queue Management). A call can be

forwarded to callback queue to automatically make a callback request or a custom prompt is needed to tell caller

that there is an option to do a callback request by entering the configured DTMF code while queuing. The number

for this application must be from PSTN range.

Configuring the Queue Callback IVR application settings:

IVR Number 1093

Click Save

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Prompt Settings

Configuring prompt settings:

File Location D:\SAP\BCM\VU\ACME_PSTN\prompts

(or it could be also a shared folder like \\ServerName\ShareName)

Click Save

in this training example we are using this folder because it is created already by installation of ‘Prompts’ package

in operative system this could be also a shared folder on a file server, e.g. \\SERVER\prompts\

shared folder for prompts is good option when all BCM components are located in same location

local folder is for prompts is good option when there is several sites and the prompts are played locally on the site,

prompt files can be synchronized to all locations using File Replication Server

NOTE: When changing the voicemail, recording or prompts paths, see the tooltip:

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System Management

Number Range

You use this procedure to define number ranges in the system and to view the number situation (for example to check which

phone extension numbers are free). The following ranges are displayed on the user interface:

PSTN ranges

These ranges are phone extension address ranges from the public switched telephone network that are allocated for the

system. They cannot be modified in SC. However, there can be several PSTN ranges defined in the system.

Internal ranges

These ranges are additional ranges to the system PSTN ranges and cannot be within the PSTN ranges.

Subranges

These ranges define the ranges from which certain types of phone extensions must allocate their address value

To see the numbers already allocated you can click the Search button, clicking the icon shows information about

the number.

Authentication policy

Default Password Policy and Session Policy settings:

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MRS module configuration

Configuring Media Routing Servers (MRS) to play prompts and make recordings.

Media Routing Servers are also used when there is some NAT configurations in use to get the voice streams

correctly routed.

Select System Management Modules

Click Search. This brings up a list of the currently

installed modules.

In this example there are three MRS

components.

To share the load all of them could be

configured to do the recordings and play

prompts but in this example the purpose is to

show how to dedicate:

one MRS module to do the recording

one MRS to play prompts to PSTN

direction

one MRS to play prompts to

softphone and hard phone users.

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Media Routing Server in PSTN virtual unit

Double click the ACME_PSTN row containing the Media Routing Server (MRS).

This enters into the detailed view for that component.

In Available Modules block highlight the two rows containing virtual unit name ACME_PSTN items (select with Ctrl-

key pressed), and click the arrow to move the modules into the Selected modules.

This means that the Media Routing Server in ACME_PSTN virtual unit plays prompts for the devices connected to

SIP bridge and H323 bridge in the ACME_PSTN virtual unit. Typically these are gateways connecting BCM

system to PSTN or PBX.

Click Save and Close.

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Media Routing Server in agent frontend virtual unit

Double click the ACME_AgentFrontEnd row containing the Media Routing Server (MRS).

This enters into the detailed view for that component.

In Available Modules block highlight the three rows (select with Ctrl-key pressed) containing virtual unit names

ACME_Agents, ACME_Core and ACME_AgentFrontEnd items, and click the arrow to move the modules into

the “Selected modules”.

This means that the Media Routing Server in ACME_AgentFrontEnd virtual unit plays prompts for the devices like

hard phones connected to SIP bridge in ACME_AgentFrontEnd virtual unit and for ETC in the ACME_Agents virtual

unit and for the softphones controlled by Call Dispatcher in ACME_Core virtual unit.

Click Save and Close.

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Media Routing Server in agents virtual unit

Double click the ACME_Agents row containing the Media Routing Server (MRS).

This enters into the detailed view for that component.

This MRS does the Server Side Recording (SSR).

Add all items in the Available Modules to Selected modules.

This MRS makes recordings from all kind of devices and soft phones but does not play prompts.

Click Save and Close.

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ETC module configuration

Double click the ACME_Agents row containing the External Terminal Controller (ETC).

Click ACME_AgentFrontEnd row, and click the button to move it into the right hand column.

Click Save and Close

Hard phones registering through SIP Bridge (Gatekeeper) in ACME_AgentFrontEnd virtual unit are

using External Terminal Controller (ETC) from the ACME_Agents virtual unit.

Every SIP Bridge used with hard phones must have an External Terminal Controller configured.

NOTE! Same SIP Bridge cannot be configured for both hard phones and PSTN gateways.

DO NOT select any PSTN connection SIP Bridges to this list of selected SIP bridges for ETC.

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Channels, Voice

Default settings for all voice queues. These defaults are inherited to all voice queues and can be changed on

queue level. The more there is common configurations the less you need to configure individual queues.

Notice these two settings:

Enter a value for how often the end-user applications, such as Communication Desktop (CDT), receive updated configuration data when you change users' settings and rights.

The default value is 10 minutes, and the minimum allowed value is 1 minute. To disable this feature, enter 0.

Select the Allow Queue Calls During Outbound

Campaigns option if you want that agents can receive

calls when they are running outbound campaigns.

Additionally, define in the inbound queue's Advanced

Settings the limit when this inbound/outbound

blending is required; see Configuring Advanced

Queue Settings (PDForceIBLimit).

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Channels, Email

Default settings for all email and chat queues. These defaults are inherited to all email and chat queues and can be

changed on queue level.

Channels, Chat

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System Languages

You use this procedure to define the priority of other system languages. The default language of the system is defined in

Infrastructure Administrator (IA) during installation.

Language Priority in the System Configurator (SC) Application

The language priority is as follows: 1. SC language (English, German, French, or Japanese)

2. User interface language if it is one of the four SC languages

3. System default language Language Priority in End-User Applications

The language priority is as follows: 1. User interface language

2. System default language

3. The next match in the priority list (defined in SC)

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Call Switching

Gateways

Configuring 3rd

party SIP gateway to be able to make calls to PSTN.

Several supported gateways are available from Audiocodes, Cisco, Dialogic and Innovaphone.

Click on the Gateways section, and click . Select SIP and click OK. Enter the information:

Name Mediant

Description Audiocodes Mediant 1000 GW

IP address 10.31.99.250

Bridge SipBridge ACME_PSTN (select correct bridge from dropdown)

Edit Incoming B Number (In mask) #### (#### = using last 4 digits from incoming B-number) (gateway can use complete number e.g. +358954601000 then BCM

uses in this example only the last 4 digits (1000) and it matches to

BCM number 1000, Switchboard queue)

Select also other parameter values needed for your system, e.g. protocol:

Click Save and Close.

The amount of the #

characters depends on the

extension length used in

your system.

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See also chapter ‘Adding H.323 gateway’ to see how to use H.323 gateway with BCM.

Use to select

which columns you

want to see.

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Switching Routes

You use this procedure to configure switching routes for making and receiving external calls, and calls to the end points

that are reached via SIP bridge. The internal calls between the softphones within one BCM system are switched

automatically by the Call Dispatcher (CD) component, but all other calls need a route.

If your system is located on several geographical areas, define emergency numbers using locations, to make sure that

emergency number works in the desired area. In routing, the numbers can be masked, for example the plus (+) in the

beginning of the outgoing international number can be changed to the local international call prefix, (e.g. +358 00358…).

Each route can have several patterns and destinations.

Click on Switching Routes. Click .

Basics block:

Name Calls Out

Description Calls out using Mediant gateway

Priority Type: Least Recently Used (LRU)

NOTE: These following examples are used in our local training environment. Every environment needs its own settings. See

documentation about correct syntax. Pattern editing is using different syntax in these standard routing configurations than in

Generic Routing Rules, Locations and Barring Groups configurations.

Create following patterns

Normal call out any unknown number not configured to be in BCM system

+358 to 0 changing Finnish country code +358 to 0

Emergency number e.g. 112, 991, 999

Name: Description: Pattern: Edit Mask:

Calls Out (#*) Calls out, any unknown number #* *

+358* change +358 to 0 +358* 0*

112 Emergency number 112 112

Destinations block:

Gateway Mediant 10.31.99.250

Click Save and Close.

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Other switching rules

Generic Switching Rules

You use this procedure to configure generic

switching rules that are not linked to any

barring groups or locations but apply to all

users.

For example, this is the easiest way to

bar calls to expensive service numbers in

the entire system.

During switching the numbers can be masked, for example the plus in the beginning of the outgoing international

number can be changed to the local international call prefix.

In many cases the emergency number(s) are configured here in generic switching rules or in location

based switching rules.

Locations

In this view you can configure locations

and add users or user groups to them.

Define locations when your system has

one or more of the following requirements. Operates in different locations, for example

has offices in different cities or countries.

Has different departments, such as Support

or Sales, or specific user groups, such as

Outbound for running call campaigns.

Uses NAT or Call Bandwidth Control (CBC).

Location based emergency nuimbers

Barring Groups

In this view you can configure barring groups

that are used for restricting outbound calls with

predefined barring rules. (e.g. preventing calls

to 0600… or 0700… numbers )

More detailed information about these configurations can be found from application help.

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Global Switching Settings

Default values for Call Dispatcher, detailed information about all settings can be found from application help. With

default settings the system is working in most cases.

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Reporting

Data Protection rules

Depending on your needs or local requirements/legislations, there are different ways to hide or display data in

online monitoring and reporting and these settings affect also to history view of the user. By default BCM software

is hiding some information. Remove the check marks if you want to see certain information.

Click on Data Protection Rules, and double click Common Data Protection Rules.

NOTE! When contact data is collected using these parameters, changing parameters later does not change what is

hidden/displayed in past data. Here in this example installation, we will display all information.

Untick all boxes, then click Save and Close .

Data Destinations

By default the installation is done using Windows

authentication. These fields are used only with

SQL authentication.

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Reporting Groups

Create a reporting group called ACME Agents. This is a group that is used in Communication DeskTop (CDT)

Dashboard view as the Group where agents can see group level statistics.

Statistic Settings

Several important settings that affect to reporting and monitoring. You can e.g.:

configure contact information for reporting data updates and errors

monitor who listens the recorded calls

hide digits from external phone numbers in online monitoring

select applications to reporting

possibility to include MTD calls to reporting

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Monitoring Templates

Templates allow you to define the same summary graphs view on the Online Monitoring user interface for selected users and/or user groups. A default template is available in the system. You can copy that and make your own modifications to it, or you can

create your own templates from scratch.

Values shown in Online Monitoring:

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Directory Management

Default directory templates for different types of users.

Two default groups are created when installing the system, BCM Queues and BCM Users.

NOTE: By default only Expert User role (switchboard agent) has the Modify right to directory groups. This means

that only those persons who have this role can edit the user information using Communication DeskTop (CDT).

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Presence Management

BCM system has a built in presence IVR application taking care of presence changes.

In presence management, you create presence, conference and absence profiles that users use in the

Communication Desktop (CDT), Convergence and Communication Mobile Client (CMC) applications to indicate

their availability.

Profiles

Default Profiles:

You can create additional profiles to match your needs. There can be also profiles to login or logout from queues.

Useful in contact centers for agents to login/logout quickly to/from e.g. some extra queues in busy hours.

You can edit the IVR options how you want the profiles to handle/forward the call in different situations.

There are four possible options. All needed prompts are built into the software.

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Settings

Users can call in to this number from PSTN (mobile phone or traditional phone) and change their profile. The

number for this application must be from PSTN range.

Configuring the Presence IVR application: Click Presence Management Settings

Numbers block:

Enter number 1099

Click Save

NOTE: Number is mandatory to configure to

make all profile related functions to work.

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Queue Management

Configuring the queues. In this example we create four phone queues, email queue and chat queue.

Switchboard queue for ACME company

Sales queue which has automatic recording on

Sales Callback queue

Marketing queue

Phone queues

On Queue Management – Queues click . Select Type “Phone Queue” and click OK.

Create the Switchboard, Sales, Sales Callback and Marketing queues with following settings.

Basics block:

Name: Switchboard Sales Sales Callback Marketing

Description SB queue Sales queue Callback queue Marketing queue

Ordinal 1 10 11 12

Prompt Language English (US) English (US) English (US) English (US)

Time Zone Europe/Helsinki Europe/Helsinki Europe/Helsinki Europe/Helsinki

Critical Time 20 (seconds) 20 (seconds) 20 (seconds)

Queue Mode Auto-Allocation Auto-Allocation Auto-Allocation Auto-Allocation

Ringing Time 10 (seconds) 10 (seconds) 10 (seconds)

Script Default Callback script

Opening Type When Contact Answered

Directory Synchronization Tick Tick Tick

-------------------------------------

Numbers/Addresses block:

Number 1000 1001 1002 1003

Extension Language English (US) English (US) English (US)

-------------------------------------

Contact Management block:

Queue size 10 10 10

Record Queue Calls Tick

Extension for Default Queue 1000 1000

Max. Waiting Time 120 90 60

Forwarding Options

Forward when Maximum Waiting Time

Has Elapsed

Forward when Maximum Waiting Time

Has Elapsed

Forwarding Number after DTMF Character 1093 Callback Queue Number

1002

--------------------------------------

Voicemail and Notification Call Settings block:

Voicemail Number 101000 101001 101003

Click Save and Close .

NOTE: the calls to Sales queue are recorded automatically with Server Side Recording.

While queuing in the Sales queue entering the character # starts the callback request creation.

(A proper InQueue message must be recorded and configured to tell the callback option to caller.)

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Picture of Switchboard queue settings:

……

Parameters with asterisk * have the default

value inherited from the System Management

Channels settings.

Mouse cursor over the parameter shows the

information. Value or selection can be

changed on queue level.

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Email queue

On Queue Management – Queues click . Select Type “E-Mail Queue” and click OK.

Create the ACME E-Mail queue with following settings.

Basics block: Name ACME E-Mail

Description Email queue

Ordinal 500

Prompt Language English (US)

Time Zone Europe/Helsinki

Critical Time 3600 (seconds)

Queue Mode Auto-Allocation

Warning Time 1800 (seconds)

Directory Synchronization Tick

Numbers/Addresses block: Address emailbox@bcmtr.com

Extension Language English (US)

E-Mail account emailbox

E-Mail Password ******** (enter the Windows password)

E-Mail Server POST: 10.31.99.253 double click the field, click the pen icon ,

click Search and then select configured

server from list, click Add and Close

Contact Management block: Queue size 10

Max. Waiting Time 3600

Allow Other Contacts when E-Mail Open Tick allow calls and chats during email handling

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Chat queue

On Queue Management – Queues click . Select Type “Chat Queue” and click OK.

Create the ACME Chat queue with following settings.

(NOTE: web site for creating a chat request will be configured later in chapter Chat Channel)

Basics block: Name ACME Chat

Description Chat queue

Ordinal 600

Prompt Language English (US)

Time Zone Europe/Helsinki

Critical Time 180 (seconds)

Queue Mode Auto-Allocation

Directory Synchronization Tick

Numbers/Addresses block: Address chat@acme.com

Extension Language English (US)

Contact Management block: Queue size 10

Max. Waiting Time 600

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Queue Groups

Creating queue groups helps administrators allocating user rights for agents to a large number of queues easily.

Creating queue groups also makes it easy to configure monitoring rights for supervisors or team leaders.

Create a queue group for sales queues.

On Queue Management – Queue Groups click .

Enter Sales Queue group to Name and Description fields.

In Queues block add the Sales and Sales Callback queues to the group.

NOTE: In this example we leave some individual queues and create only one queue group to show the differences in the

configuration. In productive BCM systems it is recommended to use queue groups and also user groups to make configuration

easier and simpler. Configuring user rights (or access rights) using user groups and queue groups is much simpler than

selecting individual users and queues.

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Scheduling

Scheduling is used to set up the opening/closing hours of different queues in special circumstances like official

holidays, weekends, etc. Calendar entries can be imported using System Tools Import.

First we configure here the Switchboard queue to be open workdays 08:00 - 17:00.

Click on Queue Management Schedule. Click . Select Service Times and Queue, then click OK.

Queue block:

Click Add Search, click on the Switchboard queue, then click Add and Close

Calendar block:

Click Add Search, click on Workdays, then click Add and Close

Schedule Details block:

Default Closed (from dropdown)

Start Time 8:00

End Time 17:00

Value Open

Click Save and Close.

Same way you can create the scheduling for weekend. (if there is no scheduling the queues are always open)

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You can/should also configure your own calendar entries for Christmas, Easter etc. and all special dates when you

want the queues to opened or closed or when you want to play a special prompt etc.

Click on the Search button. This will display the queues recently created.

Click on the Personalize button and select Queue Time Zone and Date then click the Select.

This makes it easier to see what the current time is in the queue location which has different time zone.

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Skills

Skills can be used to allocate the incoming contacts to best skilled free agent instead of allocating calls with round

robin to all agents.

Skills can also be imported using System Tools Import.

Click Add new to add skills.

English

Finnish

BCM7

Click Save and Close.

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User and Role Management

User groups should be created before users. The principal is that users get the different user rights through the roles and

groups. Groups can also include sub groups and also roles. Hierarchical grouping of users is recommended. Planning of roles

and groups should be done before starting any configuration.

Settings for groups and users in this training material show the basic configuration needed to make the BCM users capable to

use the soft phones and hard phones.

NOTE: In this example we create the groups marked above.

_______________________________________________________________________________

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Presence profiles are accessed through user built-in default roles:

All roles, profiles, templates etc. which are used in this example are built-in into BCM software.

_________________________________________________________________________________

Separate documents about roles and groups are available to show more detailed configuration examples.

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Here’s a sample of a small contact center:

More detailed view to the configuration. It is easy to configure e.g. monitoring rights to team leaders so that they

can monitor only the queues and users in their own team.

Separate document with comments is available for this configuration at http://help.sap.com/bcm70.

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Groups

In this example all the agents serving in queues are included to one group.

Agents group

Click on User Groups - Add New

Basics block:

Name CC Agents group

Description CC Agents group

Directory Synchronization Tick

User Rights block:

From Type dropdown menu select Queue (see picture below)

Click Add, then Search

Select the ACME Chat, ACME E-Mail, Marketing queues then click Add and Close

On the queue rows, tick Serve, Statistic Summary and Manage Contact History options for these queues.

From Type dropdown menu select Queue Group (see picture below)

Click Add, then Search

Select the Sales Queue group then click Add and Close

On the group row, tick Serve, Statistic Summary and Manage Contact History options for this group.

Click Save and Close

CC Agents group user rights for individual queues:

CC Agents group user rights for queue group

These settings are giving agents rights to serve and see statistic summary of configured queues and queue

groups.

NOTE: If there is a lot of queues in the BCM system using the queue groups makes configuration much easier.

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Office users group

In this example all softphone (CDT/Convergence) users and all hardphone users are included to one group. If e.g.

different monitoring rights are needed for softphones and hardphones these could be set to different groups.

Click on User Groups - Add New

Basics block:

Name Office Users group

Description Office Users group

Directory Synchronization Untick

Click Save and Close

Expert users group

In this example all agents serving in Switchboard queue are included to one group.

Click on User Groups - Add New

Basics block:

Name Expert Users group

Description Expert Users group

Directory Synchronization Untick

User Rights block:

From Type dropdown menu select Queue

Click Add, then Search

Select the Switchboard queue then click Add and Close

On the Switchboard row, tick Serve, Statistic Summary and Manage Contact History options.

Click Save and Close .

This setting is giving expert users rights to serve and see statistic summary of the configured queue.

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Expert users should have ‘Manage Precense’ user right for different user groups to be able to edit/modify the

presence information of the users in the selected groups. (remember to add new groups here when you create a group)

With this setting the expert user (switchboard agent) can edit the presence information of other users direcly from

the CDT.

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Supervisors group

In this example all supervisors are included to one group. Supervisor group member will have full monitoring rights

to all queues, queue groups and contact center agent groups and limited rights to office users group and expert

users group.

Click on User Groups - Add New

Basics block:

Name CC Supervisors group

Description CC Supervisors group

Directory Synchronization Tick

Roles block:

Add two roles,

Advanced Monitoring User

to enable monitoring functionality

for supervisors and

Reporting Administrator to enable

editing of the reporting parameters.

Supervisor group additional Roles:

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User Rights block:

These following settings are giving supervisors full rights to monitor configured queues and queue groups.

Queue: CC Supervisors group user rights for individual queues:

Queue Group: CC Supervisors group user rights for queue groups, note that there can be different rights for

different queue groups:

NOTE: If there is a lot of queues in the BCM system using the queue groups makes configuration much easier.

Click Save .

These following settings are giving supervisors full rights to monitor configured user groups.

User Group: CC Supervisors group user rights for user groups, note that there can be different rights for different

groups:

Click Save and Close .

These rights are inherited from

Advanced Monitoring User role

These rights are inherited

from Advanced Monitoring

User role

Advanced Monitoring User role has

these rights to all queues by default.

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Users

In this example we are configuring all users so that most of the settings are coming from User Setting Templates. It

is recommended to edit the templates or create new templates to suit your needs and use as little as possible

personal configurations for end users.

Creating a sample CC Supervisor

Supervisor user is Contact Center Manager which gets the user rights through CC Supervisor role, CC Supervisors group,

Advanced Monitoring User role and Reporting Adminstrator role. Supervisor has full monitoring rights to all queues and to all

agents CC Agents group and only statistic summary rights to other user groups.

Select User and Role Management Users, click Add New

Basics block

First Name (EN) Supervisor

Last Name (EN) CC

Title (EN) Contact Center Manager

Location (EN) Espoo

Time Zone Europe/Helsinki

User Interface Language English (US)

Prompt Language English (UK)

User Settings Template CC Supervisor

Number 1010

Chat Address supervisor@acme.com

Chat Name Supervisor

E-Mail Address supervisor@acme.com

Use E-Mail Address in Sender’s E-Mail Replies Tick

Mobile Number users mobile phone number

Authentication block

Logon Name supervisor

CRM Logon Name crmuser (CRM logon name can be different than BCM logon name)

Voicemail and Notification Call Settings block

Voicemail number 101010

Roles block

Click Add Search, select CC Supervisor, click Add and Close

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Groups block

Click Add Search, select CC Supervisors group, click Add and Close

Skills block

Show Only User’s Skills Untick

Set the skill level for the user (in this example the supervisor user has skills=5)

Queue and External Agent Settings block (click Save to get the list of queues updated)

Recording block

Server-Side Recording Controlled by User (CDT and Convergence)

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Contact Settings block

Number of Switchboard Queue 1000 (needed for presence application to forward the call to sb number)

Queue Size 0 (personal queue size = 0 for CC agents and supervisors

agents should not get other calls during a queue call)

Reporting block

Reporting Group ACME Agents

Click Save and Close .

Reporting group is used to show data in CDT Dashboard tab.

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Creating a sample CC Agent

Agent user is Contact Center agent which gets the user rights through CC Agent role and CC Agents group. Agent has only serve right and statistic summary rights to all queues in which the agent is serving. Select User and Role Management Users, click Add New Basics block

First Name (EN) Agent1 Last Name (EN) CC Title (EN) Contact Center agent

Location (EN) Espoo

Time Zone Europe/Helsinki User Interface Language English (US) Prompt Language English (UK) User Settings Template CC Agent Number 1011

Chat Address agent1@acme.com Chat Name Agent1 E-Mail Address agent1@acme.com Authentication block

Logon Name agent1

Voicemail and Notification Call Settings block Voicemail number 101011

Roles block

Click Add Search, select CC Agent click Add and Close

Groups block

Click Add Search, select CC Agents group click Add and Close Skills block

Show Only User’s Skills Untick Set the skill level for the user (in this example the agent user has skills=4)

Recording block

Server-Side Recording Controlled by User (CDT and Convergence)

Contact Settings block

Number of Switchboard Queue 1000 (needed for presence application to forward the call to sb number)

Queue Size 0 (personal calls are not shown to user when having an active queue call)

Reporting block

Reporting Group ACME Agents

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Creating a sample Expert User

Expert user is switchboard agent which gets the user rights through Expert User role and Expert Users group. Expert user has only serve right and statistic summary rights to all queues in which the agent is serving. Select User and Role Management Users, click Add New Basics block

First Name (EN) Expert Last Name (EN) SB Title (EN) Switcboard agent

Location (EN) Espoo Time Zone Europe/Helsinki User Interface Language English (US) Prompt Language English (UK) User Settings Template Expert Users Number 1012

E-Mail Address expert@acme.com Authentication block

Logon Name expert

Voicemail and Notification Call Settings block

Voicemail number 101012

Roles block

Click Add Search, select Expert User click Add and Close

Groups block

Click Add Search, select Expert Users group click Add and Close

Recording block

Server-Side Recording Controlled by User (CDT and Convergence)

Contact Settings block

Number of Switchboard Queue 1000 (needed for presence application to forward the call to sb number)

Queue Size 5 (queue size 1 or more for expert users like switchboard agents)

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Creating a sample Office User

Select User and Role Management Users, click Add New

Basics block

First Name (EN) Office

Last Name (EN) User

Title (EN) Office user

Location (EN) Espoo Time Zone Europe/Helsinki

User Interface Language English (US)

Prompt Language English (UK)

User Settings Template Office Users

Number 1013

E-Mail Address office.user@acme.com

Authentication block

Logon Name office

Voicemail and Notification Call Settings block

Voicemail number 101013

Roles block

Click Add Search, select Office User click Add and Close

Groups block

Click Add Search, select Office Users group click Add and Close

Recording block Server-Side Recording Controlled by User (CDT and Convergence)

Contact Settings block

Number of Switchboard Queue 1000 (needed for presence application to forward the call to sb number)

Queue Size 3 (queue size 1 or more for office users)

Creating a sample hard phone user

Select User and Role Management Users, click Add New

Basics block

First Name (EN) Polycom

Last Name (EN) Hardphone

Title (EN) Meeting room

Location (EN) 3rd

floor, room 10

Time Zone Europe/Helsinki

User Interface Language English (US)

Prompt Language English (UK)

User Settings Template Office Users

Number: 1014

Authentication block

Logon Name 1014

Voicemail and Notification Call Settings block:

Voicemail number 101014

Roles block

Click Add Search, select Office User click Add and Close

Groups block

Click Add Search, select Office Users group click Add and Close

Contact Settings block

Number of Switchboard Queue 1000 (needed for presence application to forward the call to sb number)

Queue Size 3 (queue size 1 or more for office users)

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Add new administrators

Make a copy of the user BCM.Admin account so that it is not the only administrator account in the BCM system.

There is an existing SAP note about how to create an emergency administrator if the password of administrator

(BCM.Admin) has been lost.

Password can be also cleared to NULL directly in the database. More information about this from BCM support.

Using personal logins in SC makes it easy to follow e.g. configuration changes by reading audit logs.

BCM.Admin user has all available administrative roles. Administrator users should have only the roles that they really need for

daily work.

Basic configuration is now done. The complete BCM system must be restarted.

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Restarting BCM system after configuration

BCM system runs after configuration but because some of the fundamental parameters like prompt paths have

been added during SC configuration the BCM system is recommended to restart. It should be done inactivating all

virtual units and then starting them again. It is also recommended to restart the IA user interface.

Set Infrastructure Administrator to Online – Monitoring Mode.

Select Inactive for all virtual units one by one on Virtual Units level and wait until the virtual units show stopped

(Inactive) sign.

Start (select Active) for all virtual units on Virtual Units level

starting from Core virtual unit(s) and wait for running

(Active) sign for them, and after the core virtual unit(s)

have started, start the rest of the virtual units in any order.

All yellow exclamation marks should now disappear.

HINT:

Starting and stopping (Active/Inactive) of the virtual

units should be done always on Virtual Units level

selecting virtual units one by one.

Stopping (Inactive) can be done in any order.

Starting (Active) is recommended to begin from

core virtual unit(s) and after those are running you

can start the rest of the virtual units in any order.

All virtual units Inactive

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Opening the CDT (Communication DeskTop)

NOTE: In operative system administrators should arrange the installation of client workstation components using e.g. Microsoft

System Center Configuration Manager (formerly Systems Management Server, SMS) or any other remote installation tool

to install new versions of components automatically. Installation using a script (batch file) can be also used.

Client components can be found by default from software package in folder:

D:\SAP\BCM\Install\7.0.4.0\Client Workstation Components\contents

(new client components can be also released in hotfixes)

Client Components for end user PC/laptop:

In a live production environment you typically install the

terminal_Proxy.msi

terminal_Core_7.0.x.x.msi

packages, then if needed the handset/headset driver package depending on your device.

The following settings are the minimum changes required to the Medium level of the Internet Explorer 8.0/9.0 version security settings for the BCM system to work properly on end user PC/laptop.

Reset ‘Trusted sites’ security level to Medium (default) level and then make the following changes:

ActiveX controls and plug-ins

Automatic prompting for ActiveX controls: Enable

Initialize and script ActiveX controls not marked as safe for scripting: Enable

Miscellaneous

Allow script-initiated windows without size or position constrains: Enable

Use SmartScreen Filter: Disable

Use Pop-up Blocker: Disable

Scripting

User Authentication

Choose Automatic logon with current name and password. Set the website IP address to be a trusted site, as per Workstation installation guide settings.

Important! See all workstation installation instructions from: Client_Workstation_Installation_Guide.pdf

terminal_Proxy.msi = the client end service that communicates

with the CDT application (mandatory)

terminal_Core_7.0.x.x.msi = Actual terminal component

(mandatory)

mctabuff.msi = ClientCOM ActiveX component, required for

Online Monitoring and telephony integration with third parties

wvp.msi = Video ActiveX component of CDT, enables sending

and receiving video stream

terminal_HS_10x.msi = Driver for the 10x handset/headset

BCMCalendarIntegration.msi = Outlook Calendar Integration

component

Convergence V2.msi = Convergence installation package

terminal.msi = Complete package that includes all terminal_

packages, use only in test environment, you should not install

extra headset/handset components

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If you have created BCM certificates yourself on local CA

server, you need to install the <certificate_name>.p7b file

(the same file as for servers) on the PC/laptop where you

will be running CDT or Convergence.

See the chapter:

Install Trusted Root Certification CA certificate (.p7b file)

Browse the http://10.31.99.137/cdt page

Enter in the name of the user you created earlier: supervisor

using empty password, click Log On.

On the first time you login, you need to enter a new password. At least 8 characters long by default.

Then confirm it and click OK.

The CDT opens:

Typical first test calls:

Make a test call e.g. to your Switchboard queue, number 1000, you should hear

the first prompt (pre-recorded welcome message) after 10 seconds

Another test call can be made from CDT to a hard phone or to another CDT phone

Third call can be done to some PSTN number, e.g. to a mobile phone

To test callback functionality:

open CDT using ‘supervisor’ account and log out from ‘Sales’ and ‘Sales Callback’ queues

use e.g. the hard phone to call to 1001 number (Sales queue)

while the call is in queue press # key to leave the call back request

after leaving the request log supervisor in ‘Sales‘ and ‘Sales Callback’ queues

after a few moments the system allocates the callback call to agent and after answering the call is made

also to the hard phone

fill the information to default callback script and disconnect the call

NOTE: Virtual IP address of the web site (http://10.31.99.137:80 in this example) can be linked to a friendly URL in

DNS service, e.g. http://phone.acme.com.

This kind of link is much easier to remember and use by the end users.

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Convergence

Install the Convergence component from BCM software folder. Installation creates the shortcut on the desktop.

Open the Convergence by double clicking the icon, click the Settings icon and configure the web site IP

address to the Host Address field. Additional settings on other tabs.

Common: Audio:

Contact Center: Queues:

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User Settings Template

Directory templates

- CC Supervisors and CC Agents are using the Advanced directory template by default

- Office Users are using the Basic directory template by default

- Expert Users are using Expert directory template by default

Basic: - shows only General tab

Advanced: - shows General and Details tabs

Expert: - shows General, Switchboard, Details, Additional info and Company tabs.

There are differences between templates what information is shown in visible tabs.

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Directory Templates

Templates define the visible things in the CDT tabs. Directory templates can be edited to suit customer needs.

View of Advanced directory template:

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Skill based routing

Configured skills:

Add a new number to Sales queue (1004) and select e.g. Finnish language for that extension.

Select required skills for the queue.

Skill can be defined on extension

level or on channel level.

Extension level skills:

English skill requirement = 5

Finnish skill requirement = 5

Channel level skill:

BCM7 skill requirement = 5

Now calls to these two numbers

have common requirement for BCM skill

and extension level requirement

of English or Finnish skill. BCM

system allocates the call to best

skilled free agent.

UseRequiredSkills has by

default value 1. 1 = the required skills are used in the usual way 0 = agents with the skill rating 0 can also receive calls with the skill requirement 5

Set the skill levels for

agents:

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Chat Channel

NOTE: Chat channel (Internet Chat Client) is based on sample software of how to make a customer chat web site. This sample

should be treated as a proof of concept. The software is using ASP.NET technology so it can be used only on server running

Windows Server 2003/2008.

In this example we are creating the internet chat web site to this same demo/test server. In real life this site would normally be

located in demilitarized zone (DMZ), accessible from internet. Typically it would also need some firewall configuration to work.

Connection between internet chat client and chat portal server must be configured.

Chat Server and Chat Portal Server

Chat Server and Chat Portal Server must be also installed correctly to make the chat channel work.

Chat Server is included by default to Administrator virtual unit template.

Chat Portal Server can be installed either creating a new virtual unit using Integration Virtual Unit template which includes also

Integration Interfaces packages for CRM integration which makes a separate web site for the chat portal (and Integration

Interfaces) or adding the Chat Portal Server as a new component to some existing web site.

IMPORTANT NOTE ! In this training example we add the Chat Portal Server to ACME_Website virtual unit to show how

to add new components to existing virtual units.

Using IA in Monitoring Mode inactivate the ACME_Website on Virtual Units level. Then switch to Deployment Mode.

On Virtual Units level right click the ACME_Website and select Add Software… Select Chat Portal Server from list

The default parameters of Chat Portal Server:

On Virtual Units level right click the ACME_Website and select Synchronize Instances.

On the HAC node level select first Upgrade All Software

After that Apply Changes to Host (or Apply Changes to Local System) on the node level

Save the system model (NOTE: at this point the virtual unit is inactive in the saved model file)

Switch to Monitoring Mode, activate the ACME_Website on the Virtual Units level

Save the system model (NOTE: now the virtual unit is active in the saved model file)

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Internet Chat Client

Internet Chat Client package included in software packages is only a sample how to make the web site in Demilitarized Zone (DMZ) to handle the incoming chat requests and how to send them to Chat Portal Server. Example uses ASP.NET, so it is possible to use only with Microsoft Windows Server 2003/2008 operating systems. This software package should be treated as a Proof of Concept.

Create a virtual unit for chat web site (ACME_Chat) using Infrastructure Administrator (IA).

Use the Web Server Virtual Unit template when creating the virtual unit. For this customer chat site only a web site

is needed without any other applications. Site could be created also using tools in IIS when building this kind of site

in DMZ where you don’t have HAC. Then you continue from Copy the files chapter below.

Configure the IP address (10.31.98.130) and

subnet mask (255.255.254.0) for the site.

Configure the Web Server variables in Software level:

- minimum information is the ‘Windows User Account for Running Web-Related Processes’ and the correct

password for the account

Select Instance for the virtual unit and install the web site with Apply Changes to Local System on the selected

node.

(remember to bind the virtual IP address on the HAC node level to correct physical IP address)

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NOTE: Because the Internet Chat Client is only proof of concept sample code there are some manual steps to be

done when installing it.

Copy the files

After the installation of the web site has succeeded copy the D:\SAP\BCM\Install\7.0.x.x\Internet Chat

Client\contents\ChatAs folder to D:\SAP\BCM\VU\ACME_Chat\Web\ folder.

Edit following two files to have correct information about channel and chat portal:

D:\SAP\BCM\VU\ACME_Chat\web\ChatAs\Web.config

D:\SAP\BCM\VU\ACME_Chat\web\ChatAs\ChatForms\CustomerChatForm.xml

Edit the Web.config file with an appropriate text editor (Notepad). Define the HTTP address and port number of the VU where the Chat Portal is installed for the ChatPortal, IciContainerService, IciItemService and IciChatSessionService. All these services are found from your chat portal server.

1. Sample …ChatAs\web.config file; replace the ip.address:1080 with the IP address and possible port of the ACME_Website virtual unit (port is not mandatory but informative for administrators):

…………….

<applicationSettings>

<ChatAS.Properties.Settings>

<setting name="ChatAS_ChatPortal_ChatPortal" serializeAs="String">

<value>http://10.31.99.137:80/ChatPortal/ChatPortal.asmx</value>

</setting>

<setting name="ChatAS_IciContainer_IciContainerService" serializeAs="String">

<value>http:// 10.31.99.137:80/ChatPortal/IciContainerService.asmx</value>

</setting>

<setting name="ChatAS_IciItem_IciItemService" serializeAs="String">

<value>http:// 10.31.99.137:80/ChatPortal/IciItemService.asmx</value>

</setting>

<setting name="ChatAS_IciChatSession_IciChatSessionService" serializeAs="String">

<value>http:// 10.31.99.137:80/ChatPortal/IciChatSessionService.asmx</value>

</setting>

</ChatAS.Properties.Settings>

</applicationSettings>

.…………..

2. Edit the file …ChatAs\ChatForms\CustomerChatForm.xml to define the chat channel(s).

You can also add more languages using the 2‒character coding.

Sample CustomerChatForm.xml file

……...

<CHANNEL_ADDRESS type="dropdown" name="Contact" required="yes" id="CHANNEL_ADDRESS">

<ITEM value="chat@acme.com"/>

</CHANNEL_ADDRESS>

………

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Windows Server 2008 IIS 7 Configuration

Some IIS settings for the chat web site needs to be changed, open the Internet Information Services (IIS) Manager.

Because of some new Windows 2008 IIS security features open the Sites, select ACME_Chat, double click the

Request Filtering, select Hidden Segments tab, select segment named bin:

Select Remove…

Activate ChatAs folder under the ACME_Chat site and right click it, select Convert to Application.

(this ‘application’ was called ‘virtual directory’ in Windows 2003 IIS)

Click Connect as ...

To set the correct user, click the Set... button, enter the correct user account and password.

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Configuration can be tested with Test Settings… button:

After installing all chat components restart the BCM system.

Open Communication DeskTop (CDT) using agent that has rights to server in chat queue

Make a chat request to BCM by Internet chat client URL: http://10.31.98.130:80/chatas/chatform.aspx and

enter the information.

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CRM Integration

The interface is a server-side component running under a web server (IIS ASP.NET). It connects on the BCM side to the Agent

Server (AS) and Chat Server (ChS) via TCP/IP, to the databases by using ADO.NET, and to the ICI interface on the CRM side

via SOAP over HTTP.

Integrations virtual unit template consists by default of Integration Interfaces, Web Server and optional Chat Portal

Server packages.

Installing Integration Interfaces

Typical (minimum) information needed by software packages:

Time zone

IP address of the virtual unit

Connection information for SQL server(s) and databases

CRM integration related information

Create a virtual unit using Integrations Virtual Unit template.

Name of the virtual unit: ACME_Integrations

IMPORTANT NOTE: Untick theInclude Chat Portal Server option because in this training

example we have already installed the chat portal server to ACME_WebSite virtual unit.

Add in the IP address (10.31.98.139) and

subnet mask then click OK.

CRM integration needs a lot of variables to be configured depending of the wanted integration functionality and it

must be done together with CRM administrators:

Typical configuration need the following items to be configured

- web site related variables, ports, user, password, time zone

- reporting database variables

- OII, ACI, DAI, RDI, TMI variables

- connection security variables

Configure the correct Windows account to run the web site and enter the password.

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Integration Interfaces virtual unit common variables and database connections related variables.

Enter the variable values and

make selections as needed in

your environment.

Use here the correct link to

reporting database. Or type

the database name.

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Online Integration Interface (OII) variables:

Enter the variable values and

make selections as needed in

your environment.

e.g. select channels and

country code etc.

A lot of parameters to

configure the CRM integration.

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Enabling and configuring other integration interfaces variables:

Internal Server Certificate configuration:

Timezone configuration:

(remember to bind the virtual IP address on the HAC node level to correct physical IP address)

NOTE: After installing the integration interfaces components restart the complete BCM system.

Enable other optional

interfaces if they are needed

and enter the values and

make selections as needed in

your environment.

E.g. the Presence

Synchronization Interface is

needed when integrating BCM

with MS Lync.

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First Inactivate all virtual units on Virtual Units level. After all virtual units have stopped, Activate virtual units

on Virtual Units level by activating first the core virtual unit(s), wait until it turns green on HAC node level, then start

the rest of the virtual units in any order. Database virtual units and Standard Reports virtual unit are used only to

install databases and reporting templates. Those virtual units can be left also as Inactive, they don’t include any

executable components. They can be also hidden from user interface by creating logical systems in IA.

Some SAPphone parameters can be found in System Management Modules Online Integration Interface (OII)

Adding OII to BCM system creates automatically some setting for voice channel.

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Users can have different logon names for BCM system and CRM system.

In this training example supervisor is using CRM with logon name crmuser00

In the BCM 7 training environment we are using URL like this to open the IC Webclient:

http://iwdfvm1042.wdf.sap.corp:52080/sap/bc/bsp/sap/crm_ui_frame/default.htm?sap-user=crmuser00&sap-

password=welcome

In the training environment the phone number of Agent1 (1011) is recognized in the CRM database as a customer.

Separate documentation is available for CRM configuration. In the training environment the phone number of Agent1 (1011) is

recognized in the CRM database as a customer.

Separate documentation is available for CRM configuration.

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IVR Management

Creating an IVR application

Configure:

Name

Description

Enable Reporting

IVR Numbers

Hosting CEM Instances

Click Add New to start creating the

menu application.

You should have a detailed

flowchart of the application

before starting to add elements.

Creating application is done by

selecting from the existing options

correct Child Element, Child Element

Block and then entering information.

The elements on the left frame have their parameters on the right side.

At least some of the fields must have a value. If a value is missing there is a sign showing that.

Sign disappears when all the needed parameters have been entered.

Message shows what is missing:

More detailed information available in the Application Help.

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Create a welcome wav file for custom IVR

Record a wav file (file format: 8 kHz, 16 bit, mono) and place it to e.g. prompt root folder.

In this training example we have a prerecorded message that can be used as the menu welcome.

(this file is not a part of BCM software package)

File for training can be found in D:\SAP\BCM\Menu_0001.wav.

Configure a prompt file

Using System Configurator open Prompt Files and add a prompt file to BCM system. Use prompt type IVR Prompt.

Select language English (US) because it is the default language. Wav files for other languages can be added also.

Browse the correct file from the folder used above:

Click Save.

File is saved with GUID name.

To create a prompt of the prompt file

answer Yes and Open to popup.

Configure a prompt

Default options are used to create

a prompt from the new prompt file.

Accept the prompt called

MenuWelcome of type IVR Prompt

clicking Save (or Save and Close).

After creating the prompt use Refresh

to see the new prompt on the list.

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Import IVR application

Creating a Menu IVR application

by importing the example file.

In IVR Management Custom IVRs

create a new IVR.

Configure:

Name: Menu IVR

Description: Sample Menu IVR

Add Custom IVR to

Reported Applications: Tick

IVR Numbers: 1080

Hosting CEM Instances: ACME_Core

Click Import to start creating the menu application.

BCM software package includes a sample IVR xml file which can be used as a test sample. File can be found from

D:\SAP\BCM\Install\7.0.x.x\Examples And Templates\ folder.

Select the file: ‘Example_QueueTransfer_IVR_import.xml’ from the folder.

Double click the line:

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The Menu IVR application

Edit the numbers for choices to match your environment: e.g. Switchboard queue number for 1st choice (1000) and

Sales queue number for 2nd

(1001) choice. Click Save in the IVR Editor block every time when you make a change.

Select MenuWelcome to be the prompt in the application and clear the Audio File Expression field.

Click Save in the IVR Editor block.

Click Save and Close

NOTE: This example is using a prerecorded wav file as the welcome message. You should record your own

welcome message for this kind of IVR where the options are told to the caller and configure your IVR to use it.

Check that ACME_Core is set to be the Active CEM to run the application and check the IVR Numbers.

and click Save and Close .

Menu IVR application is started automatically by CEM Server in ACME_Core virtual unit.

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Outbound

Create a campaign

A simple example campaign is provided in the software package. It can be found from:

..\Install\ 7.0.x.x\Examples And Templates folder.

Name of the file is: Example_Outbound_Campaign_Tennis.txt

Copy the file e.g. to D:\SAP\BCM\ folder.

Edit the file. It includes numbers where the system is making the calls to. In the training environment the calls

should be done to hard phone number: 1014.

In the System Configurator open Outbound Management Campaigns. Click Import.

Configure the Campaign Name and File, click Start.

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Script example

Use Scripting Management and create an Interactive Script called Sales script sample. (or import script

from example file; Example_Outbound_Script_Tennis.txt, same way as the campaign)

Q1: Hi, we are calling from your local store. All our tennis products are now on big sale. Would you like to hear more about our offers? type: radio buttons

o Answer options:

yes (go to Q2)

no (go to Q9)

o Set as Mandatory question

Q2: Great! To recommend you right kind of racket, how often do you play tennis? type: drop down menu

o Answer options:

1 per week

2-3 times per week

4+ times per week Go to Q3. Q3: If you would now buy a new tennis racket, which of the following brands would you prefer? type: Checkboxes or Dropdown list with checkboxes

o Answer options:

Babolat

Dunlop

Fischer

Head

Prince

Wilson

Other Go to Q4. Q4: OK, thanks. Would you be interested to visit our store so we can book an expert to introduce you these rackets in more details? type: radio buttons

o Answer options:

yes (go to Q5, activate recording)

maybe later (go to Q7)

no thanks (go to Q9) Q5: Awesome! What would be best dates and times for you to visit our store?

o Answer option: Input Text Area with Text data type

o call recording activated at this stage (Q4 - yes answer)

Go to Q6.

Q6: Excellent, please visit our store on agreed time and our expert will be ready to introduce recommended rackets for you! Thanks for your time! See you, goodbye!

o Answer option: information. Go to last question

Q7: OK. When do you think you are going to update your racket so we can give you a call to discuss what we can offer at that time? type: radio button

o Answer options:

Within 6 months (go to Q8)

within 1 year (go to Q8)

more than 1 year (go to Q8)

please do not call me again (go to Q9) Q8: Very good, thanks. We will mark our records accordingly and give you a call again to see if it’s then time to update your racket. Thanks for your time! See you, goodbye!

o Answer option: information. Go to last question.

Q9: OK. We hope you keep in mind our store once you need some tennis or other sport equipment....we’ll promise you best service and attractive prices. Thanks for your time! See you, goodbye!

o Answer option: information.

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Script looks like this in System Configurator Scripting Management:

Default Call Result list:

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Browse back to Outbound Management Campaigns and open the Sample Campaign for configuration.

Settings that typically must be configured before running a campaign:

Save the Sample Campaign, click Save and Close.

Start the campaign:

These statistic rights

for supervisor group

is inherited from

Advanced Monitoring

User role.

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Running the campaign

Agent joining a campaign:

First call in Preview Mode:

in this mode the agent starts

the call after reviewing the

information:

Script flow:

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Call result selection after disconnecting the call:

End Wrap-Up opens a new call. Agent can also leave a campaign at this point.

Supervisors who have rights to outbound can see the campaigns in Online Monitoring:

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Adding second Core virtual unit

In big BCM systems you might need to increase CEM and CD capacity in your system. Then you can add a new instance of

core virtual unit. Adding a second core virtual unit can also give you a chance to upgrade the system without downtime. You can

inactivate one core virtual unit and upgrade that while the other core is still running. After upgrade you can activate the new core

and then upgrade the other instance similarly.

Switch to Deployment Mode and add the second core virtual unit, use name ACME_Core2.

Add in the IP address (10.31.98.136) and subnet mask then click OK.

Click on Software, Edit, and add in following information:

Common Variables:

Server Connection Security:

Internal Server Certificate in Use Tick

Internal Server Certificate Common Name BCM.ACME.COM

Internal Server Certificate Issuer BCM00CA

All other variables have the default settings inherited from other virtual units.

Notice the RTP Packet length in MS setting. This is the system wide packet length setting. This setting should have the same

value as with first core virtual unit (ACME_Core).

Click Save

Right click on Instances, and select Add Instance to node BCM00

Right click on ACME_Core2 and select Apply Changes to Local System.

(remember to bind the virtual IP address on the HAC node level to correct physical IP address)

Always when adding certain type of new components to BCM system they have to be configured in the System Management

Modules.

Components of these types need configuration:

Media Routing Server

SIP Bridge

H323 Bridge

External Terminal Controller

Call Dispatcher

Quality Monitoring Server

PSTN gateway (e.g. Audiocodes, Cisco, Innovaphone, Dialogic)

NOTE: When stopping a core virtual unit where CEM Server or Call Dispatcher is running use the Standby

role. Then the CEM Server and Call Dispatcher stop accepting new calls and they handle the existing calls until

they are normally disconnected. After that the components are stopping automatically. This is called graceful

shutdown and no calls are lost.

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In System Configurator (SC) configure the two MRS components to work with this new core.

Add the ACME_Core2 to list of Selected Modules of the MRS in ACME_Agents virtual unit to record the calls.

NOTE: When adding a new core the values of maximum simultaneous prompts and maximum simultaneous recordings should

be changed in the Media Routing Server (MRS) configuration. Call Dispatchers (CD) are requesting to open the amount of slots

configured to each MRS, the sum of requests should not exceed 800. Maximum value in MRS configuration should be: 800 /

number of CDs. Don’t reserve too many resources (memory) from server if it is not needed.

Number of CallDispatchers Maximum simultaneous prompts Maximum simultaneous recordings

1 800 400 / G711 or 200 / G729

2 400 200 / G711 or 100 / G729

3 266 133 / G711 or 66 / G729

In this example when we are adding the second core virtual unit we reach the maximum simultaneous recordings value 200 for

codec G.711.

If this system would be using the G.729 codec the value should be changed to 100 in Infrastructure Administrator and applied to

hosts.

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And configure the MRS in ACME_AgentFrontEnd to play prompts to calls handled by this core virtual unit

instance.

Number of Call Dispatchers Maximum simultaneous prompts Maximum simultaneous recordings

1 800 400 / G711 or 200 / G729

2 400 200 / G711 or 100 / G729

3 266 133 / G711 or 66 / G729

In this example when we are adding the second core virtual unit we reach are in the half of the capacity of simultaneous

prompts with value 200. This value could be raised to 400 if more prompts are needed for BCM internal calls.

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Adding H.323 gateway

In this example we have already installed the H323 Bridge component to system when we installed the PSTN virtual unit. Now

we can add an H.323 gateway to BCM system.

Configuring 3rd

party H.323 gateway to be able to make calls to PSTN.

Several supported H.323 gateways available from Audiocodes and Innovaphone.

Click on the Gateways section, and click . Select H.323 and click OK. Enter the information:

Name IP3000

Description Innovaphone IP 3000 GW

IP address 10.31.99.249

Bridge H323Bridge ACME_PSTN (select from dropdown)

Edit Incoming B Number (In mask) #### (using last 4 digits from

incoming B-number)

Click Save and Close.

Add the gateway as a new destination for outgoing calls.

The amount of the # characters depends on the

extension length of your system.

#### = using last 4 digits from incoming B-number

A gateway can use and send the complete number e.g.

+358954601000 to BCM

BCM uses in this example only the last 4 digits

(1000) and it matches to BCM number 1000, the

Switchboard queue

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Adding an additional application server (HAC node)

Internal server certificate (BCM.ACME.COM) from the first server must be exported to this second server.

In this example the second server is called BCM02.

Export the Internal Server Certificate (BCM.ACME.COM) from the first server using the wizard:

Select: Yes, export the private key

Default options and password for the file:

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Save the file to D:\SAP\BCM folder:

Copy the newly created file (Exported_Internal_Server_Certificate_from_BCM00.pfx) and the certnew.p7b file to

second server BCM02.

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Import the same certnew.p7b to second server same way to Trusted Root Certification Authorities as it was

imported originally on this first server (see page 14 of this guide).

Import the (Exported_Internal_Server_Certificate_from_BCM00.pfx) file to this second server:

Select the correct file:

Password of the file and options

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Imported Internal Server Certificate (BCM.ACM.COM) certificate:

NOTE: Create (or buy) the connection server certificate (named COS.ACME.COM in this example installation) to

this new server same way as for the first server if you are going to run virtual units like ACME_AgentFrontEnd

which includes Connection Server component.

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Install the Infrastructure Administrator (IA) to the second server and open it.

Copy the model.wim file from the first server to local folder (e.g. D:\SAP\BCM)

and open the file in IA (File Open).

Add the second HAC node

Set it to be the Local

HAC Node

Select the base installation

Configure the Deployment

Variables for High Availability

Controller

Save the variables and

Apply All Changes to Local Host

Connect and switch to Monitoring

Mode

Save the system model locally:

- The local version of the model.wim

file should be saved to the default

folder: D:\SAP\BCM\VU\BCM02\etc

- Remove the copied model.wim from

D:\SAP\BCM. It is now obsolete.

(remember to bind the virtual IP addresses on the HAC node level to correct physical IP address also on this new HAC node)

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After saving the system model switch to Monitoring Mode. When the second HAC node starts to communicate with

the first server (HAC service and IA) it sends the new version of the system model to the first server.

Using either the first or second server you can switch IA to Deployment Mode and start to configure virtual unit

instances to second server.

To install several virtual units on the Local HAC node, right click the local HAC node and select the Apply All

Changes to Local System. Local Infrastructure Administrator (IA) does the installation.

To install several virtual units on remote HAC node select the HAC node, right click the correct HAC node and

select Apply All Changes to Host. HAC service on the remote HAC node does the installation.

(remember to bind the virtual IP address on the HAC node level to correct physical IP address)

NOTE!: It is not recommended to have many Infrastructure Administrator user interfaces open simultaneously.

You can follow the installation progress also on the other HAC nodes from IA.

After configuring the virtual units save the system model and switch to Monitoring Mode.

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Reporting installation and configuration

Contact-related statistics are saved in the FactCEMContacts table. Each contact causes a row written into

FactCEMContacts with all links and fact values.

FactCEMAgents, data is cumulated

for 15-minute periods.

More detailed information can be found

in the Reporting Data Guide.

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Change the domain user account (in this example BCMTR\BCMAdmin) to run the following Windows services:

SQL Server

SQL Server Agent

SQL Server Analysis Services

SQL Server Reporting Services

Installing Reporting databases

Set Infrastructure Administrator to Deployment Mode and create virtual unit for

reporting database, ACME_Reporting_DB.

Use Databases Virtual Unit template, select only Reporting Database Server

package to be installed and configure the variables, typically the database server

connection information (reporting db server, analysis server). In this example the

operative database server is the same as reporting database server, in productive

systems the reporting database server should be a separate server.

Install virtual unit by adding the instance to database server and selecting ‘Apply Changes to Host’ or ’Apply

Changes to Local System’.

NOTE: leave the ‘Reporting

Database Password’ field

empty when using Windows

authentication.

NOTE: If you need to collect

reporting data to any external

reporting system, e.g. BOBJ,

you can tick this check box.

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Installing the reporting website

Create virtual unit for reporting web site, ACME_Reporting_Website. Use Web Server template and configure the

variables. Use the IP address 10.31.99.138 for this web site. (On the 5 server example there is a different configuration

option for the website shown.)

Typically you need to configure the user account and the password.

Install virtual unit by adding the instance to server and selecting ‘Apply Changes to Host’ or ’Apply Changes to

Local System’.

(remember to bind the virtual IP address on the HAC node level to correct physical IP address on all HAC nodes)

Save system model and switch to Connection Monitoring Mode and wait the reporting web site to start.

IMPORTANT NOTE:

Reporting web site (ACME_Reporting_Website in this example) must be up and running before the Reporting

Services Configuration Manager wizard can be run.

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Reporting Services Configuration Manager

This configuration example is from SQL Server 2008 R2.

After completing the Reporting Services Configuration Manager restart the above created reporting

website with Infrastructure Administrator.

Connect to correct SQL Reporting Services instance:

Server Name

Report Server Instance ● Connection created, report server started

Enter user information for Report Server Service Account:

Account

Password ● Report server service account configured

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Configure Report Server Web Service site information:

Virtual Directory

IP Address ● Web service configured

TCP Port ● you need the URL when installing Standard Reports

Configure database connection: ● Create a new report server database

Server Name (SERVER\INSTANCE)

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Database Name ● Authentication Type

● User Name

● Password

Summary of configuration ● Database created

Database configuration ready ● Virtual Directory URL configuration

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Virtual Directory created ● Optional E-mail configuration ● you need the URL when installing Standard Reports

Execution account configuration ● Encryption keys configuration

Filename ● Password

Encryption keys configured ● Optional Scale-out Deployment

needed e.g. if you

move the reporting

services to another

server

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Installing the Standard Reports

Standard Reports can be installed only after the Reporting Services Configuration Manager wizard has been

successfully run. Reset also the reporting website before installing standard reports.

Set Infrastructure Administrator to Deployment Mode and create virtual unit for standard reports.

Use Standard Reports Virtual Unit template and configure the variables.

NOTE!: You must browse the correct path to SQL Server Reporting Services instance that you use and copy the

path to ‘Reporting Services Instance Name or Path’ variable starting the text with PATH:

e.g.: PATH:C:\Program Files\Microsoft SQL Server\MSRS10_50.ACME\Reporting Services

Install virtual unit by adding the

instance to server and selecting

‘Apply Changes to Host’ or

’Apply Changes to Local System’.

Save the model and switch to

Monitoring Mode.

Remember to configure the web site addresses properly

using the URL links configured in the Reporting Services

Configuration Manager wizard earlier:

HTTP://10.31.99.108:80/REPORTSERVER_ACME

HTTP://10.31.99.108:80/REPORTS_ACME

‘Password of User Account for Data Sources’ is mandatory.

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Reporting user rights

In this example we have already added the Reporting Administrator role to CC Supervisors group.

If needed the Reporting Administrator role can be also allocated directly to users like here:

Use System Configurator (SC) to add Reporting Administrator role for Supervisor user account.

Open the Online Monitoring using Supervisor account, select Tools Reporting Settings

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You can configure some additional information for reporting. Set the ‘Next Start Date for Data’ to be the date when

you started BCM system to get all calls to reports.

You can also monitor the data transformation.

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Reports

Because of the default settings in Windows and SQL Server you may need to open Internet Explorer using ‘Run as

administrator’ selection to be able to see reports if you are doing this configuration locally on the server.

Open the reporting web page configured in the Reporting Services Configuration Manager wizard:

http://10.31.99.137/reports_acme

Use Home Folder Settings to give users correct rights to see the reports.

Select New Role Assignment

Enter the domain user name and select role:

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In versions earlier than 7.0 SP4, the Volume 8 - Contact Log report does not open as all other reports because requires direct access rights to SQL database, and in Windows 2008, passing this right is not provided automatically in Report Services configuration. You must define a SQL database user in the following way:

In the BCM Reporting folder, choose the WDU SQL database.

Choose the option Credentials stored securely in the report server.

Enter the correct user name and password

Select ‘Use as Windows credentials when connecting to the data source’

You can also test the connection.

Click Apply.

More detailed information of reporting can be found from the Installation guide.

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Reporting scheduling

Example, changing reports to run every 15 minutes:

Change registry key

ReportIntervalInMinutes = 15

VWU database, Settings table

change Criterion

ReportIntervalInMinutes = 15

Reporting Data Transformation Process

Properties Schedules

Occurs every: 15 minute(s)

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Survey IVR

With this IVR you can make a survey where you ask your customer’s opinion about the service after a contact center call. Survey is carried out with two IVR applications: with the opt-in IVR you ask permission to make the survey, and with the survey IVR you run the actual survey. This functionality is added in SP04. Opt-in IVRs are any IVR applications that have other Survey IVR Settings defined than Script Name for Monitoring and Reporting, and the settings Survey IVR Number and Opt-in Query Percent are mandatory for them. Opt-in IVR application must include the setextradata element that attaches the survey IVR application’s number to the call, enabling that those calls that participate in survey, are automatically transferred to survey IVR after the actual service call. Survey IVRs can be any IVR applications whose number is told to the opt-in IVR with the setextradata element, and we recommend that you define Script Name for Monitoring and Reporting for them to enable reporting the survey results. Survey results can be viewed in script reports in BCM Online Monitoring and Reporting if the script name is given, and appropriate expressions for question and answers are defined in relevant elements (menu, choice, noinput, nomatch, field) of opt-in and survey IVRs.

To run a survey you need the following configurations:

1. You must have an opt-in IVR and survey IVR applications. There are built-in examples of both, but you must define at least the IVR numbers for them in your system. Do that in the IVR Management.

2. You must define the Survey IVR Settings for both IVRs separately. To do that, go to IVR Management, search and choose the IVR application, and define settings in the block Survey IVR Settings for it.

3. For the queue where you want to run the survey, activate the opt-in and choose the opt-in IVR number. This connects the queue to the right opt-in IVR application. Do this in Queue Management Queues, choose a phone queue, and Contact Management Settings. After that, the opt-in IVR is played to the defined percentage of callers of the queue, and those who answer ’Yes’, are connected to the survey IVR automatically after their service call is over.

Copy the Example_Opt_In_IVR.xml and Example_Survey_IVR.xml to e.g. D:\SAP\BCM\ folder and rename those e.g.

ACME_Opt_In_IVR.xml and ACME_Survey_IVR.xml using the customer name in the name of the files.

Steps to create opt-in IVR

In IVR Management Custom IVRs create opt-in IVR called ACME OptIn IVR.

Set the number of the application 1081

Select Hosting CEM Instances to be Active

Import D:\SAP\BCM\ACME_Opt_In_IVR.xml file

Save and Close the IVR editor

Set Survey IVR Settings:

o Survey IVR Number: 1082

o Opt-In IVR Call Type Filter External Calls Only (select the option you want to use)

o Opt-In Query Percent 50 (set the percentage value you want to use)

Save and Close the new IVR application

Steps to create survey IVR

In IVR Management Custom IVRs create survey IVR called ACME Survey IVR.

Set the number of the application 1082

Select Hosting CEM Instances to be Active

Import D:\SAP\BCM\ACME_Survey_IVR.xml file

Save and Close the IVR editor

Set Survey IVR Settings:

o Survey IVR Number: 1082

o Opt-In IVR Call Type Filter External Calls Only (select the option you want to use)

o Opt-In Query Percent 50 (set the percentage value you want to use)

Save and Close the new IVR application

Survey IVR is now in use.

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Survey IVR reports

From report you can see the answers that callers have given.

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Configure a queue to use survey IVR

Select a queue and configure the Opt-In IVR Settings

Survey IVR is now ready to be used.

Note: Separate detailed documents about survey IVR are also available.

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Active Directory import

Ldifde is a command-line tool that is built into Windows Server 2008. It is available if you have the Active Directory

Domain Services (AD DS) or Active Directory Lightweight Directory Services (AD LDS) server role installed. To use ldifde, you must run the ldifde command from an elevated command prompt. To open an elevated command prompt, click Start, right-click Command Prompt, and then click Run as administrator. With this tool you can export Active Directory user and group information to other applications or services.

Link to Microsoft page for LDIFDE.exe for more information:

http://technet.microsoft.com/en-us/library/cc731033(v=ws.10)

Running the command

Example command (can be edited to be a batch file), run it on AD machine:

ldifde -v -n -u -f ldifde4.ldf -r

"(&(objectCategory=person)(objectClass=User)(givenname=*)(company=ACME))" -l

"cn,givenName,sn,telephoneNumber,mobile,mail,displayName"

Command creates a file called ‘ldifde4.ldf’, (file

name can be configured).

Copy that file to e.g. to a BCM server or some

administration PC where you can run BCM

System Configurator (SC).

This file creation can be scheduled with

Windows tools to make the import running

automatically with desired interval.

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Importing users with wizard

You need access to file created with ‘ldifde.exe’ tool.

Start importing users

Make selections to import users e.g. to Office Users group

Select image folder

Select correct file to import

The mapping settings are shown on SC, start import by clicking ‘Start’ button.

Mappings can be configured in System Tools Import and Export Settings.

Use static mappings for some common settings e.g. Role, Settings (=User Setting Template), Time Zone etc.

In System Configurator (SC) this import job can be

configured to run also automatically with desired interval.

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When import is done you can see the result of the job:

By opening ‘User and Role Management Users’ you can see the newly imported users:

You can start the ‘User and Role Management Update Wizard’ and find the newly imported users:

Step 1: Search

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Step 2: Configure some user settings for the new users, several options available

Step 3: Summary of selected changes/updates

Step 4: Result

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Alarm Server

Add software package Alarm Server to e.g. administrator virtual unit on the Virtual Units level. Switch Infrastructure

Administrator to Deployment Mode and right click Software and select Add Software… Alarm Server. Click OK.

Enable at least one converter (email, sms or SNMP) to be able to send alarms to administrators.

Configure parameters and right click ACME_Administrator virtual unit and synchronize the instances and then

apply changes to host on the HAC node level.

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Configure the Alarm Server also to HAC node. Editing HAC node variables is done in Offline mode. Apply changes

after the changes have been saved.

Alarms in this example were sent to a user using MS Outlook and also to the email channel.

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Personalizing System Configurator

You can create quick links to your most often used functionalities to Home page of System Configurator.

Open Personalize Quick Links and create e.g. blocks for adding, searching, opening etc.

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Personalizing Infrastructure Administrator

You can add a new monitoring view to BCM system and use your own background picture to illustrate the view to

HAC nodes.

Add a .jpg picture and drag and drop the virtual units over the picture.

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Troubleshooting

LogLevel key is the root registry key for other LogModule keys. It is inherited to other keys automatically by default. When you

need more information to logs here’s a couple of samples how to set up the keys. If you just set LogLevel key to trace or debug

you’ll get really a huge amount of information into the log and it might be difficult to find the wanted information from the log.

Registry keys are located in path:

Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Wicom\

If there is the LogModule.xyz.Level key for component itself, like the Call Dispatcher in the picture, change that to e.g. trace or

debug. This way the other keys have the warning level and only the component creates the log you need on trace/debug level.

If there is no log module for component level, change the LogLevel key to trace or debug and change all the other keys from

inherit e.g to warning. This way the other keys have the warning level and only the component creates the log you need on

trace/debug level.

If you need more information to log about database, network, security etc. related stuff, change the corresponding key to trace

or debug level or use the ‘inherited’ value to follow the LogLevel key.

CDT log level:

End user terminal log level can be set either from User Settings Template in System Configurator or from CDT.

CDT can be started also with URL: http://<ip.address:port>/cdt?arg=loglevel=5

Possible log level values:

ALWAYS = 0

ERROR = 1

WARNING = 2

INFO = 3

TRACE = 4

DEBUG = 5

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Audit logging can be used with Agent Server, Weblient_as, Connection Server and WebClient.

Audit logging options, registry key AuditEventMask:

failure

presence

config

read

modify

rights

all

Cisco H.323 gateway

NOTE: if you have Cisco gateway you need to disable H.245 tunnelling.

Symptom without parameter: With external calls CDT is ringing and when Agent clicks the answer

button the call is disconnected.

Add a registry key

H245Tunneling type: REG_DWORD

Defines whether H.245 tunneling is supported. 0 = no, 1 = yes. The default value is 1.

Add the key to the path:

Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Wicom\<VUName>\WH323DLL

E.g. in this example it could be:

Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Wicom\ACME_PSTN\WH323DLL

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BCM system

When all configurations have been done the BCM system should look like this:

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Glossary

A number A number from which a call or a message comes.

abandoned Calls that are hung up by customers before they are answered but after the false attempt time.

absence

A status in the system when a user is away or not available and cannot be reached.

ACI (Administration and Configuration Interface)

Server-to-server interface that provides access to the configuration data stored in BCM databases.

agent Person who handles inbound or outbound calls in a call center.

Agent Server (AS)

A mandatory server component that carries out communication between BCM components.

ASP (application service provider)

An enterprise that provides other enterprises or individuals remote access to application programs and services over the Internet.

attended transfer

A call is transferred to another number only after the person it is transferred to answers the phone. The call is put on hold automatically, and you can release it and continue if the other party does not answer. Compare to the blind transfer method.

answered-on-time limit In contact centers, time limit for service level calculation. Contacts (chats, e-mails, and calls) answered before that time are classified as

answered on time.

answering button

audio file A recorded file that can be used to make prompt files and prompts

auto-allocation

Queue mode where agents are forced to receive calls, chats, or e-mails from queues

B number A target of a call or a message.

Batch Job Server (BJS)

A mandatory server component that takes care of directory rebuild/synchronization, licence reporting, message/file/outbound campaign

cleaning and database related things

bandwidth control

A way to reserve bandwidth for voice stream of a location.

bandwidth group Part of a network defined by IP ranges, subnets, network elements, or specific user groups and which has a specific bandwidth dedicated

for its voice streams.

barge-in A supervisor-related function in the Communication Desktop (CDT) application that allows supervisors to participate in a call between an

agent and a customer. All parties can hear each other.

barring

A way to restrict outbound calls with predefined call rules, for example, blocking international calls.

barring group A way to attach barring rules to users and user groups

base installation The complete software package of a certain version. Each virtual unit is using the specified base installation, thus all software packages

installed in a virtual unit always use the same software version. Hotfixes (patches) are dedicated to a specific base installation, and the

entire software is upgraded by changing the base installation.

blind transfer

A call is transferred to another number without you knowing whether the other party answers or not. Compare to the attended transfer

method.

block

A functional entity in a VoiceXML document that consists of elements.

bridge

A module for connecting the registered terminal devices and the gateways to the BCM core module, Call Dispatcher. Two main types in use: H.323 and SIP.

C number A target of a call that is transferred from the B number.

calendar A set of days (either weeks, months, years, or specific dates every year) used to schedule when a service is available. For example, the

“Public Holiday” calendar includes all days of the year when the service is closed, and the corresponding schedule is “Closed 24h”.

Call Dispatcher (CD)

The core module for low-level call handling.

call out prefix A set of numbers automatically added to the beginning of the displayed telephone number when making outbound calls.

call waiting tone

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A file that is played to an agent when the agent has an inbound call waiting.

campaign

An outbound call campaign where the dialer calls customers and agents ask questions according to the script.

CBC (Call Bandwidth Control)

CBC enables reserving a certain bandwidth for voice streams of definite users or location

channel Settings that define the e-mail, phone and chat channel behavior.

channel type A way to define the media that a channel is using to pipeline contacts to a queue, for example, chat, e-mail, telephone, or fax. A queue can

have more than one channel defined.

Chat Server, Chat Portal Server

Server components that must be installed in the system if the chat channel is used.

child element

A functional step in a VoiceXML document that is nested in a parent element or block.

ClientCom

The communication interface between the client-level applications.

ClientCore

The communication interface provides access into the core of the BCM software telephone.

codec A device or computer program capable of encoding and decoding a digital data stream or a signal.

Communication Mobile Client (CMC) An end-user application for mobile phone users.

conference Indicates the availability of a user. The user is attending a conference call.

conference bridge A service that connects callers to a conference call and monitors the call.

connect

Connection Server (CoS)

A mandatory server component that carries out communication to the end-user interfaces CDT and CMC via a TLS-secured connection.

Contact Event Manager (CEM) The core module in the BCM system that takes care of contact routing intelligence.

country code

CPI (Chat Portal Interface)

Chat Portal defines the external API that internet chat client uses to communicate with SAP BCM.

critical time

The static time value for queuing.

customizer Lines of code that are used to import a function to the system.

customizing file A text file that contains customer-specific values

DAI (Directory and Availability Interface)

Server-to-server interface that provides directory data and presence information

dashboard

The runtime statistics of user's own activities, such as inbound and outbound calls, and e-mail messages.

Data Collector (DC)

A server component that collects reporting and monitoring data. Required if Reporting or Online Monitoring applications are used.

data item

XL Reporter: Data in the SAP Business One database that XL Reporter uses to specify a selection. Depending on their relationship to other data in the database and the actions that XL Reporter can perform on them, data items can be of the three following categories:

o Dimensions

o Light Dimensions

o Measures

desk phone

A complete device for performing telephonic tasks such as calling, answering, and transferring calls. In VOIP, this is an alternative for a soft phone that is run as software on a PC or laptop with suitable audio devices connected.

destination number A number to which a call is made.

dial pad

dial pad button

dialing mode A setting in the campaign management that defines the way the dialer handles a call campaign.

directory A list containing contact information on persons and companies.

Directory Server (DS)

A mandatory server component that is used by CEM Server to show directory information to users/agents.

divert

To redirect calls to another number in the Communication Mobile Client (CMC) application.

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divert delay

document

A definition of an IVR application expressed in VoiceXML.

DSArea (Data Staging Area)

One of the databases in the DTE. Related to the Reporting application.

DTE (Data Transformation Engineer)

A tool that runs the transformation process in the Reporting application.

DTMF (dual tone multi-frequency)

The signals you generate by pressing the keypad of a traditional phone.

DW (Data warehouse)

Information organised in datamarts for effective on-line search. Related to the Reporting application.

EII (External IVR Interface)

External IVR Interface enables that an SIP enabled speech recognition IVR server can be integrated into BCM system.

element

A functional step in VoiceXML document that is defined with appropriate attributes. For example, the audio element requires that the related recorded voice file is defined.

E-mail channel

The queue type which is used for receiving and handling e-mail messages.

Email Sender

A server component that can be used to send email messages like voicemail notifications and email channel replies using the local SMTP

server in the operating system.

external agent A user who is logged on to the software from an external number (mobile or fixed) and serves in queues remotely.

extension number

External Terminal Controller (ETC) A core module that translates the protocol used with desk phones into a protocol used with softphones.

false attempt An unanswered call that is hung up by a customer before the false- attempt limit (typically 5 seconds) is reached.

federation bridge A core module for interconnecting several BCM systems.

File Replication Server (FRS)

A server component that can be used to e.g. to copy voicemail files between different locations.

forward To redirect calls to, for example, voicemail or mobile phone.

gain In Outbound campaigns the percentage of successful results of made calls. Can be calculated using all, handled, or reached customer

contacts either per campaign or per agent.

GK (gatekeeper, SIP)

A core module for registering the terminal devices to the CD core module.

grammar A definition of rules for certain functions used in VXML, for example DTMF recognition

grant

GW (gateway, H.323 or SIP)

An external module for connecting the system to an external network (usually to the PSTN network).

H.323, H323

A standard protocol for audio, video, data, internet phone, and VoIP transmissions.

hang-up time

The average duration of abandoned calls.

High Availability Controller (HAC) A service run on each physical server that constantly monitors and controls the services on the server and networks with other HAC instances on other servers to ensure that if one of the servers fail the services are moved to another server.

hold A function that puts a call on hold.

hunt group Queue mode where the agents pick the call, chat, or e-mail from a queue.

immutable An object whose state cannot be modified after it is created. For example in BCM IA, some of the installation variables are immutable and

cannot be changed after they have been entered for the first time.

IA (Infrastructure Administrator)

An administration application for creating the system model, and starting and stopping all components of the system.

IAP (Internet Access Point)

The connection server through which the CMC application connects to the internet.

IIS (Internet Information Server)

A Microsoft server product which is used for various web-related tasks, such as managing services and sharing information.

Interactive Voice Response (IVR)

An automated system that accepts input from a user over the telephone and plays back audio responses.

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intercept To take a call from an agent and continue that call. One of the supervising functions.

IP (Internet Protocol)

The method and technology for sending data between computers on the Internet.

LRI (License Reporting Interface)

LRI provides access to information related to the current and past provisioning situation and the usage of different functions in a BCM

system.

mask A method of hiding a source or destination number. For example, an agent's individual number can be masked and the contact center

queue number is shown as a caller.

MCTABUFF

The core module required for ClientCom integrations and the task management integration. This ActiveX component is installed on a

client workstation.

mobile phone

module

monitoring

MRS (Media Routing Server)

A core component in the BCM system that plays prompts to a voice stream.

MTD (Multiterminal desktop) Functions for defining multiple terminal devices for receiving inbound calls and for selecting which one of the devices is used when

making outbound calls.

NAT location Part of a network defined by IP ranges, subnets, network elements, or specific user groups that use NAT to route streams to other

locations.

Network Address Translation (NAT) An IP address used in one network (the inside network) and translated to a different IP address known in another network (the outside

network).

notification call A way to inform a user about a new voicemail message

OII (Online Interaction Interface)

OII interface provides methods for handling agent statuses and channel/queue assignments, and performing telephony and other

communication operations in BCM system. OII is dedicated to communication with the SAP CRM system, but it is not limited to that.

OLAP

On-line analytical processing. Related to the Reporting application.

Outbound An element in the Communication Desktop (CDT) application related to predefined outbound call campaigns.

outbound management A way to manage campaigns in the system including dialers, settings, templates, filters, classifiers, call transfer lists, and call lists.

pattern A certain combination of characters or numbers that routes the contact to a specific route, for example, the calls starting with a plus sign

(+) are recognized as international calls. It can also be used for barring calls to numbers starting with the same pattern.

PBX (Private Branch eXchange)

A traditional corporate telephone system which usually includes switchboard hardware.

PDC (Predictive Dialing Controller)

A CEM module which runs the outbound campaigns. Used in the Outbound Desktop application.

presence

A status in the system when a user is free and can be reached.

presence profile

An absence, presence or conference profile which defines how inbound calls are handled when an appropriate profile is selected.

PRACK Provisional Response ACKnowledgement method

predictive Dialing mode where the software makes calls automatically. When a customer answers a call, it is immediately connected to a free agent.

prerouting policy

Enables calls (and other contacts) to be routed to the Front End application instead of a call center queue in case of a congestion.

preview Dialing mode where an agent can view the customer data and possible scripts before making calls.

prewelcome message An audio prompt type, either a prompt or a prompt file

prewelcome prompt A customer-specific audio message played once after schedule processing but before the call enters a queue.

progressive Dialing mode where the software selects a new customer automatically and makes the new call immediately when an agent has finished

the wrap-up related to the previous call.

prompt

Audio or text-based messages that advise the user in the contact center interactions, for example, in an IVR or when waiting in a queue. Also an audio or a text file that is used accordingly. Examples:

“You are in queue. Your call will be answered as soon as possible.” and “To select the option 10x, press 1.”

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PSI (Presence Synchronization Interface)

Presence Synchronization Interface (PSI) enables synchronization of presence information between external systems, such as Microsoft

Lync, and BCM.

PSTN (Public Switched Telephone Network)

The collection of interconnected public telephone networks and systems.

prompt file A repository for language-specific audio files. In BCM systems, a prompt file is defined for a prompt, and when this prompt file is used in a certain language, the corresponding audio file is played in that language.

QMI (Quality Monitoring Interface)

An integration interface provided by the QMS.

QMS (Quality Monitoring Server)

A server module that enables interface to third-party quality monitoring systems.

queue mode

A way to direct calls, e-mails, and chats from queues to agents. Administrators define whether agents serve in hunt group or auto-allocation mode.

queue watcher A tool to monitor queues. It displays information about the number of contacts in queues, queue time, and the number of free agents and

agents logged on to the queues.

R number

The original external source number (A number) in the following special case: The system is configured to display the original number even if the call has been forwarded within the system before it is finally forwarded to another external number. Normally the system

displays the personal extension number or the queue number as the source number.

RDI (Reporting Data Interface)

RDI provides methods for reading history information about calls and e-mail messages that have been handled in a BCM system

recording

redial Scheduling a new call to a customer who could not be reached in an Outbound campaign.

redundancy A duplication of system components with the intention of increasing availability.

redundant Duplicating the function of another component in a system and providing a backup in the event of a component failure.

refresh

ringback A reminder made in the BCM system when the called person cannot be reached. When the person is available, the system indicates it.

ringing time The time before the system starts to play an audio message to the caller.

route A way to take a call to a specific destination. Typically includes settings for the priority, gateway equipment, codec used, masks, and

prefixes.

routing A procedure that determines the receiver of a call, an e-mail, an SMS, a short message, a chat request, or other contact.

RTP (Real-time Transport Protocol) A standardized packet format for delivering audio and video over the Internet.

schedule A way to define the times when a service is available. Typically includes a related (audio) message that informs customers of the opening

hours.

script

A step-by-step questionnaire that gives agents guidance during customer interactions. Agents use these scripts to guide them through each

step of a customer contact and enter the customer's responses in the script. The customer's response dictates the next step that the script

displays. These steps may include questions with predefined answers, business transactions, or other activities.

Secure RTP A secure (encrypted) RTP signal used within the BCM system for transmitting audio signal between terminal clients and the MRS component.

service level Percentage of calls answered on time including all arrived calls except false attempts. The answering time is defined with the answered-

on-time limit and the time for false attempts with false-attempt limit. Also the service level of other means of communication, such as

chats and e-mails, is monitored. Their service level is calculated from their specific limits.

SIP (Session Initiation Protocol)

A signaling protocol used for setting up multimedia communication sessions, such as voice and video calls, over the Internet. Other feasible application examples include video conferencing, streaming multimedia distribution, instant messaging, and presence

information.

SMS (short message service)

The method for delivering short messages to mobile phones.

skill A certain expertise that an agent has (for example language skills).

skill-based routing A method to route a contact to the right agent, for example, based on a required language skill.

SOAP (Simple Object Access Protocol)

The method which allows an exchange of data between applications running on different platforms.

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© SAP AG 2013

spare A role of the system, or its part, that is inactive but will be started in case of a fault in the corresponding active part.

SQL (Structured Query Language)

A programming language used for database queries and updates. May also refer to a database server or program.

standby A role of the system, or its part, that is active but not handling requests. In case of a fault in the corresponding active part, it is able to

handle system requests on short notice.

supervising restriction

A button on the user interface to prevent the supervision of an agent.

supervisor

A user with limited administration rights who can monitor other users.

suppressed

switchboard operator

switching Low-level call handling, and delivering calls to different destinations. Should not be mixed with higher level intelligent routing.

switching route

switching rule

System Configurator (SC)

System Configurator application is part of the SAP Business Communications Management (BCM) software, it enables a flexible administration and configuration of your system.

system model A model of the server system hosting customer services. System model describes a particular system of the infrastructure software and it

includes managed computer systems, software, access points, and redundancy settings.

talking time limit

TCP/IP (Transmission Control Protocol/Internet Protocol)

A method and language for sending data between computers on the Internet.

tear off To drag and drop certain UI elements from a larger entity for creating a separate UI window.

tentative Indicates the availability of a user. The user is free but not available for all contacts.

TMI (Task Manager Interface)

TMI provides methods for handling tasks in a BCM system.

transfer To put a caller through to someone else, for example, an agent can transfer a call to a colleague.

transfer on hold A function in which the transferred call remains in the agent's contact list so that it can be retrieved by the agent.

UDP (User Datagram Protocol)

UDP (User Datagram Protocol) is a communications protocol that offers a limited amount of service when messages are exchanged

between computers in a network that uses the Internet Protocol (IP).

UTC (Coordinated Universal Time)

The standard time system used in the software. Times in different time zones are calculated in relation to the UTC time.

virtual phone

virtual unit (VU)

A logical group of technical services that are managed as a single unit. Related to the system infrastructure. BCM software is installed in the virtual units that have redundant instances on two or more physical computers. HAC controls that one of the instances is active at a time.

voice menu A list of selections with corresponding numbers that are played to callers in an IVR.

VoiceXML A standard format of XML for specifying interactive voice dialogues between a human and a computer.

VoIP (Voice over internet protocol)

A method for transferring voice signal over the Internet.

waiting time Time that a contact event (such as a call, a chat, or an e-mail) is waiting after it has entered a service queue and before it is answered or

transferred to another queue or service, or before the caller hangs up.

waiting time learning

A process that also takes other defined queues into account when calculating the waiting time.

welcome message

wrap-up The time agents use for finishing up after a call, an e-mail, or a chat with a customer.

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© SAP AG 2013