SAP Business Communications Management EXAMPLE...

SAP

Business Communications Managementsoftware (BCM)

Version 6.0 SP9

EXAMPLE INSTALLATION

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©SAP AG 2009

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

Icons

Icon Meaning

Caution

Example

Note

Recommendation

Syntax

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ContentsEXAMPLE INSTALLATION ................................................................................................................................. 41 INSTALLING SERVER SOFTWARE ................................................................................................................... 6

1.1 PREREQUISITES ...................................................................................................................................... 61.2 INSTALLING INFRASTRUCTURE ............................................................................................................... 61.3 SOFTWARE PACKAGES ........................................................................................................................... 61.4 Components of the SAP BCM phone system .......................................................................................... 7

2 VIRTUAL UNIT ADMINISTRATOR (VUA) ......................................................................................................... 72.1 Database server virtual unit ................................................................................................................... 92.2 Web Server virtual unit ........................................................................................................................ 102.3 CORE virtual unit ................................................................................................................................. 112.4 PSTN virtual unit .................................................................................................................................. 122.5 TERMINAL virtual unit .......................................................................................................................... 132.6 INTERNAL virtual unit .......................................................................................................................... 142.7 CHAT virtual unit ................................................................................................................................. 152.8 COM virtual unit .................................................................................................................................. 162.9 HAC virtual unit ................................................................................................................................... 172.10 DEFINING AND APPLYING DOMAIN ACCOUNT FOR HAC SERVICE ....................................................... 182.11 INITIALIZE CPM DATABASE ................................................................................................................. 18

3 SYSTEM MODEL IN IA (Infrastructure Administrator) .................................................................................. 194 SETTING UP CLIENT WORKSTATION(S) ........................................................................................................ 235 CONFIGURING SOFTWARE (System Administrator) ..................................................................................... 24

5.1 CONFIGURE CEM SERVER..................................................................................................................... 245.2 ADD GATEWAYS AND MEDIA ROUTING SERVER ................................................................................... 255.3 CONFIGURE ROUTES ............................................................................................................................ 275.4 CONFIGURE BCM APPLICATIONS.......................................................................................................... 285.5 CONFIGURE QUEUES ........................................................................................................................... 305.6 SETUP SCHEDULES ............................................................................................................................... 325.7 ADD ADMINISTRATORS ........................................................................................................................ 335.8 SETUP SERVICES................................................................................................................................... 345.9 CREATE AND INSTALL THE CERTIFICATE ............................................................................................... 36

6 CONFIGURING USERS (User Administrator) ................................................................................................ 377 STARTING UP SYSTEM ................................................................................................................................ 398 CHAT CHANNEL .......................................................................................................................................... 409 CRM INTEGRATION (INTEGRATION INTERFACES) ........................................................................................ 4210 EMAIL CHANNEL ....................................................................................................................................... 4311 IVR installation ......................................................................................................................................... 4712 Troubleshooting, log level changes ........................................................................................................... 4813 Adding users with Bulk Update Tool ......................................................................................................... 4914 GLOSSARY ................................................................................................................................................ 50

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EXAMPLE INSTALLATION

This document describes an example of a single server contact center installation. The configured system can easily be scaled into fullyredundant multiple server ASP (application service provider) system.

ACME contact center40 users with numbers,40 VoiceMail numbers

User groupsAdministrators (2)Supervisors (2)Contact Center Agents (30)Communication Mobile Clients (CMC) Users (10)

Different settings in QueuesSwitchboard queueQueue with Skill Based Routing (B-number as skill)Queue with several numbersQueue with VoiceMail numberE-mail queueChat channel

IVR ServicesIVR1 ”External Agent IVR” (built-in application in the software)IVR2 ”Basic menu IVR” (created with IVR Administrator)IVR3 ”Disturbance IVR” (created with IVR Administrator)

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

Customer name: ACME

The default directory in BCM ACME (= customer name).

A contact center application called CC, where call recording is enabled.Queues:

Switchboard 1000Sales 1001Chat queue [email protected] queue E-Mail (Acme)IVR application queue DISTURBANCE

Other applications:Voicemail application (VM)External Agent IVR application (EXT_AGENT)

EXT_AGENT queue with number: 1097Personal Reachability Services application (PRS)

PRS queue with the number: 1098Conference IVR application (CONFERENCE)

CONFERENCE queue with number: 1099

Two ACME contact center agentsphone numbers for the agents 1010, 1011voicemail numbers for agents 1060, 1061

BCM (Business Communications Management) system main components:CEM ServerCall dispatcherConnection ServerH323 BridgeSIP bridgeExternal Terminal ControllerMedia Routing ServerGateway(s) to public telephone network, so that calls that start with 0 are routed to it.Patterns, routes and destinations to be able to make calls out to PSTN

Work station

Hard phone

Sample environment

Gateway

PSTN

BCM Server includingSQL Server and IIS

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The example includes the following virtual units (name syntax e.g.: CUSTOMERNAME_VUNAME):

ACME_DB SQL instance: TR12\TRAININGACME_WEB IP 10.31.99.121ACME_CORE IP 10.31.99.122ACME_PSTN_1 IP 10.31.99.123ACME_TERMINAL_1 IP 10.31.99.124ACME_INTERNAL_1 IP 10.31.99.125ACME_CHAT IP 10.31.99.126ACME_COM (IP address not needed)HAC_1 uses the physical IP address of the server

These virtual units are a sample for a working system. If you add e.g. several H323/SIPbridges or MRS components, place them in their own virtual units.

In your own environment you need a free IP address for each virtual unit before you can continue with the installation.In this example the server physical IP address is 10.31.99.120 and the virtual IP addresses for virtual units are 10.31.99.121. – 10.31.99.126Subnet mask in this example is 255.255.254.0.

When planning your own environment, use your own server name, customer name and virtual unit names, IP addresses and subnet masknumbers from your network environment, and plan your own number usage.

TR12SQL instance: TR12\TRAININGIP address: 10.31.99.120

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1 INSTALLING SERVER SOFTWARE

1.1 PREREQUISITESTraining server with following setup:

Microsoft Windows 2003 Standard Server (English version) software with the latest service packs and hotfixes.Microsoft IIS version 6.0 software with the Default SMTP Virtual Server option added.Microsoft SQL Server 2005 Standard edition software with the latest service packs and hotfixes. During the installation of SQLmake sure that collation setting uses the case insensitive option.Java SE Runtime 6 (Note: Use 32-bit Java on all servers)

A domain account, for example with the name BCMAdmin, add this account to the groupof local administrators. In this training material the domain is called BCMTR.

1.2 INSTALLING INFRASTRUCTUREInstall the infrastructure software on each server locally.More information about Installation in installation_guide.pdf chapter 6.

1. Default path for the software is C:\Program Files\SAP\BCM\Install\6.0.x.02. Run the BCM Virtual Unit Administrator 6.0.msi package from

Virtual Unit Administrator folder and BCM InfrastructureAdministrator 6.0.msi package from Infrastructure Administrator folder.

3. Click the Install button to start installation with default options.4. Wait until the installer completes the installation.

1.3 SOFTWARE PACKAGESThe infrastructure installation creates the directory namedC:\Program Files\SAP\BCM\Install.Copy the installation package there.In systems with several servers you can share this installation directory.The list of packages is shown in the figure right.

Numbering plan:

Customerqueuenumbers, e.g.Switchboard,Marketing

User/agentnumbers

Voicemailnumbers

System queuenumbers, e.g.PRS, EXT_AGENT,CONFERENCE

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1.4 Components of the SAP BCM phone system

SIPGW

H323GW

SIPHardPhone2

SIPGK / BR

for hard phones

ETC

CEMCD

Chat Server

SIPGW

H323 BRfor gateways

SIP BRfor gateways

H323GW

CoS

CDT bSIP

HardPhone(s) CDT

CEM/CPMDatabases

MRSPrompts

Web site(s)- Web Admin tools- Web Clients- Reporting Web Clients- Integration Interfaces- Chat Portal Server

Internal Web Services Data Collector

HAC- High Availability Controller- Alarm Server

Internet ChatClient

In DMZ

Virtual unitsCOREWEBPSTNTERMINALINTERNALCOM--------------Chat

Purpose:Contact Event Manager, Call Dispatcher and Chat ServerAdministrator and end user web site(s)Connections to PSTN (H323 and SIP bridges, MRS and prompts)End user interfaces (CDT and hard phones)Authentication checks and reporting/monitoring data collectionSend email notifications, compress wav files, delete messages-----------------------------Chat site is located in DMZ

PSTN

Internet

CommunicationServer

2 VIRTUAL UNIT ADMINISTRATOR (VUA)

Configuring VUA (Virtual Unit Administrator) tool

1. Start the VUA tool from the desktop shortcut.2. Select the Tools > Set Install Media Directory function and

browse the shared directory you just created.(default: C:\Program Files\SAP\BCM\Install)

3. Select the Tools > Set Home Directory function and browsethe directory where you want to install the virtual units.(default: C:\Program Files\SAP\BCM)

Terminology

A physical (real) IP address is statically assigned to a physical computer system. A virtual IP address is managed by HAC (High Availability Controller), which may reassign the address dynamically to another server.Each physical address is related to a specific physical computer system, whereas each virtual address is related to a specific virtual unit.Virtual unit => a group of technical services that are managed as a single unit.A virtual unit is usually associated with an access point (a virtual IP address) which is used to access the virtual unit’s services overnetwork.To achieve redundancy for the virtual unit’s services, an instance of the virtual unit is set up on two or more servers while only one ofthese instances is active at a time.If the server with an active virtual unit instance fails, another of the virtual unit’s instances is activated, thus allowing the virtual unit’sservices to continue on another server with minimal downtime.

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Virtual units, virtual IP addresses and the software packages used in this sample installation

ACME_DB SQL instance: TR12\TRAINING BCM databases, typically installed on a separate SQL clusterCEM Database ServerCPM Database Server

------------------------------------------------------------------------------------------------------------------------------------------------ACME_WEB virtual IP address: 10.31.99.121 web site including all end user interfaces and

Web Server also the CRM integration component and the Chat Portal ServerChat Portal Server (these web sites can also be separated for security reasons)Integration InterfacesReporting Web ClientsWeb ClientsWeb Administration Tools

------------------------------------------------------------------------------------------------------------------------------------------------ACME_CORE virtual IP address: 10.31.99.122 core virtual unit including CEM server and Chat server

CEM ServerChat Server

------------------------------------------------------------------------------------------------------------------------------------------------ACME_PSTN_1 virtual IP address: 10.31.99.123 components used for PSTN connection and prompts

H323 Bridge H323 bridge and SIP Bridge can handle the PSTN gatewaysSIP Bridge SIP gatekeeper is used by SIP hard phonesMedia Routing Server MRS plays all promptsPrompts

------------------------------------------------------------------------------------------------------------------------------------------------ACME_TERMINAL_1 virtual IP address: 10.31.99.124 components used by CDT end user interface

Connection Server and SIP hard phonesExternal Terminal ControllerSIP Bridge (for ETC)

------------------------------------------------------------------------------------------------------------------------------------------------ACME_INTERNAL_1 virtual IP address: 10.31.99.125 components needed by core components

Web Server (for security reasons the Internal Web Services shouldData Collector always have its own virtual unit)Internal Web Services

------------------------------------------------------------------------------------------------------------------------------------------------ACME_CHAT virtual IP address: 10.31.99.126 web site for customer chat requests

Web Server (typically this is installed in DMZ)Internet Chat Client

------------------------------------------------------------------------------------------------------------------------------------------------ACME_COM components for sending e-mails, deleting messages

Communication Server and compressing voicemails------------------------------------------------------------------------------------------------------------------------------------------------HAC_1 HAC instance is needed in every BCM server (not in SQL cluster)

High Availability Controller------------------------------------------------------------------------------------------------------------------------------------------------

CEMCPMReportingHistory

CMC

CEM ServerChat ServerInternal Web ServicesData CollectorPrompts

Web Administration ToolsWeb ClientsReporting Web Clients

Connection Server(for CMC)

External Terminal Controller

ExternalServersE.g. CRM

DMZInternet ChatClient

Chatclient

Internet

PSTN

H323 BridgeSIP Bridge (for SIP gateways)Media Routing Server

Client PC’s and hard phones (SIP)

Databases

Core components

Office network

Integration Interfaces

Server interface

Administration node(s)

Communication Server

H323 and SIPgateways

Protection areasCore componentsServer interfaceDMZGatewaysExternal ServersDatabasesOffice network

= security border (firewall, secure connection etc.)

SIP Bridge(for SIP phones)

SMS Server

Chat Portal Server

Media Routing Server

File Replication Server

Connection Server(for office)

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2.1 Database server virtual unitDB virtual unit consists of CEM and CPM Database Server installation packages.CEM Database Server package installs automatically also History Database Server package.

Typical (minimum) information needed by database software packages:Default time zoneConnection information for SQL server(s)Database namesDatabase collation (CPM)Database user name(s)

1. Open Virtual Unit Administrator tool (VUA), activate Default System in left frame, select the functionSoftware Add Virtual Unit... and give it the name ACME_DB and select the correct base installation from the list.

2. Right-click the virtual unit, select Add Software...and mark the check boxes to select the two software packages from the list:CEM Database ServerCPM Database Server

3. Activate ACME_DB virtual unit in the left frame and enter the following values to the virtual unit info panel's edit boxes. The items marked asimmutable cannot be changed after they have been once set. If the immutable fields are left empty those values are set by the SQL server.

Common | Remarks:Log file directory of the Virtual Unit => $VU_HOME$\logs | default

Use Windows authentication for database connections | default = checkedDefault time zone => (GMT+02:00) Helsinki,… |select from drop down menu CEM Database ServerMaintenance address or name to the database server for CEM database => TR12\TRAINING | SQL instance of your serverCEM database name => ACME_CEM | name of the CEM databaseCEM database user name => BCMTR\BCMAdmin | name of the domain userCEM database password => | empty if Windows authenticationPath to directory containing CEM database data files (immutable):Initial size of CEM database data file (immutable):Growth increment size of CEM database data file (immutable):Maximum size of CEM database data file (immutable):Path to directory containing CEM database transaction log files (immutable):Initial size of CEM database transaction file (immutable):Growth increment size of CEM database transaction log file (immutable):Maximum size of CEM database transaction log file (immutable):Path to directory containing monitoring database data files (immutable):Initial size of monitoring database data file (immutable):Growth increment size of monitoring database data file (immutable):Maximum size of monitoring database data file (immutable):Path to directory containing monitoring database transaction log files (immutable):Initial size of monitoring transaction data file (immutable):Growth increment size of monitoring database transaction log file (immutable):Maximum size of monitoring database transaction log file (immutable):Path to directory containing History database data files (immutable):Initial size of History database data file (immutable):Growth increment size of History database data file (immutable):Maximum size of History database data file (immutable):Path to directory containing History database transaction log files (immutable):Initial size of History database transaction file (immutable):Growth increment size of History database transaction log file (immutable):Maximum size of History database transaction log file (immutable):CPM Database ServerMaintenance address or name to the database server for CPM database => TR12\TRAINING | SQL instance of your serverCPM database name => ACME_CPM | name of the CPM databaseCPM collation (immutable)=> | if empty, SQL Server default is usedCPM database user name => BCMTR\BCMAdmin | name of the domain userCPM database password => | empty if Windows authenticationPath to directory containing CPM database data files (immutable):Initial size of CPM database data file (immutable):Growth increment size of CPM database data file (immutable):Maximum size of CPM database data file (immutable):Path to directory containing CPM database transaction log files (immutable):Initial size of CPM database transaction file (immutable):Growth increment size of CPM database transaction log file (immutable):Maximum size of CPM database transaction log file (immutable):

4. Click the Save Variables button.

5. Commence the database installation by selecting the Software Apply Changes to Host option.

ACME_CEM, ACME_CEM_History, ACME_CEM_Reporting and ACME_CPM databases are created.

Installing databases:CEMCEM_HistoryCEM_ReportingCPM

Installing sw:

CEM/CPMDatabases

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2.2 Web Server virtual unitWEB virtual unit consists of web site including all necessary web services. Web sitescan be also separated. In large systems these components could be separated todedicated virtual units.

Typical (minimum) information needed by web software packages:

IP address of the virtual unitConnection information for SQL server(s)Database namesTCP port for HTTP connectionWindows user account and password running web site and COM+ componentReporting server name and reporting administrator nameConnection server IP address, port and certificate nameDefault time zone

1. Activate Default System in the left frame and select the function Software Add Virtual Unit...and give it the name ACME_WEB and then select the base installation from the list.

2. Right-click the virtual unit, select the Add Software... and then select software packages

- Chat Portal Server - Integration Interfaces- Reporting Web Clients - Web Administration Tools- Web Clients - Web Server

3. Enter the following values to the virtual unit info panel's edit boxes (or corresponding ones of your system):

Common | Remarks:IP address of the Virtual Unit (immutable) => 10.31.99.121 | select the correct IP addressWeb server site name (immutable) => $VU_NAME$ | variable name, replaced with VU name

Use Windows authentication for database connections | default = checkedCEM database server address or name => TR12\TRAINING | SQL instance of your serverCEM database name => ACME_CEM | name of the CEM databaseCEM database user name => | leave empty if Windows authentication is usedCEM database password => | leave empty if Windows authentication is usedCPM database server address or name => TR12\TRAINING | SQL instance of your serverCPM database name => ACME_CPM | name of the CPM databaseCPM database user name => | leave empty if Windows authentication is usedCPM database password => | leave empty if Windows authentication is usedDefault language => english | use english during installationLog file directory of the Virtual Unit => $VU_HOME$\logs | defaultTCP port number for HTTP => 80 | defaultTCP port number for HTTPS => | if used, the default is 443Windows user account for running Web related processes => BCMTR\BCMAdmin | name of the domain userPassword of the Windows user account => *********** | password of the domain userReporting database server address or name => TR12\TRAINING | SQL instance of your serverUser name for reporting administrator user => BCMTR\BCMAdmin | name of the domain userPassword for reporting administrator use => | leave empty if Windows authentication is used

Integration InterfacesProgram ID, e.g. own host_name SAPPhoneBCM => SAPPhoneBCM | defaultHost name or SAProuter path of the SAP gateway… => 127.0.0.1 | defaultService of the SAP gateway, e.g. sapgw00 => sapgw00 | default

Web ClientsConnection Server IP address => 10.31.99.124 | IP address of the Connection ServerConnection Server port number => 21002 | defaultConnection Server certificate common name => COS.ACME.COM | certificate common nameSecond Connection Server IP address => | IP address of the second Connection ServerSecond Connection Server port number => |Second Connection Server certificate common name => | certificate common nameThird Connection Server IP address => | IP address of the third Connection ServerThird Connection Server port number => |Third Connection Server certificate common name => | certificate common name

Web ServerDefault time zone => (GMT+02:00) Helsinki,… |select from drop down menu


5. Start the web server installation by selecting the function

Software Apply Changes to Host. |web site is created

Web site(s) - Web Admin tools - Web Clients - Reporting Web Clients - Integration Interfaces - Chat Portal Server

Installing sw:

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2.3 CORE virtual unit

CORE virtual unit consists of Contact Event Manager (CEM), Call Dispatcher (CD)and Chat server. In large systems these components could be separated to dedicated virtual units.

Typical (minimum) information needed by core component software packages:

IP address of the virtual unitConnection information for SQL server(s)Database names

1. Activate Default System in the left frame and select the function Software Add Virtual Unit... and give it the name ACME_CORE and select the baseinstallation from the list.

2. Right-click the virtual unit, select the item Add Software... and select the software packages

CEM ServerChat Server

3. Enter the following values to the virtual unit info panel's edit boxes:

Common | Remarks:IP address of the Virtual Unit => 10.31.99.122 | select the correct IP address

Use Windows authentication for database connections | default = checkedCEM database server address or name => TR12\TRAINING | SQL instance of your serverCEM database name => ACME_CEM | name of the CEM databaseCEM database user name => | leave empty if Windows authentication is usedCEM database password => | leave empty if Windows authentication is usedLog file directory of the Virtual Unit => $VU_HOME$\logs | default

CEM ServerDefault language => english | use english during installationCPM database server address or name => TR12\TRAINING | SQL instance of your serverCPM database name => ACME_CPM | name of the CPM databaseCPM database user name => | leave empty if Windows authentication is usedCPM database password => | leave empty if Windows authentication is used


5. Start the core virtual unit installation by selecting the function Software Apply Changes to Host.

Notes:

CEMCD

Chat Server

Installing sw:

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2.4 PSTN virtual unit

PSTN virtual unit consists of H323 Bridge, SIP Bridge, Media Routing Server (MRS)and Prompts. H323 bridge and SIP bridge can be configured to connect with gatewaysand MRS plays all the prompts (prerecorded messages). In large systems these componentscould be separated to dedicated virtual units.

Typical (minimum) information needed by PSTN related software packages:

IP address of the virtual unitH323 bridge gateway ID’sSIP bridge gateway ID’sCertificate name and issuer for SIP TLS connections

1. Activate Default System in the left frame and select the function Software Add VirtualUnit... and give it the name ACME_PSTN_1 and select the base installation from the list.


H323BridgeMedia Routing ServerPromptsSIP Bridge


Common | Remarks:IP address of the Virtual Unit => 10.31.99.123 | select the correct IP addressLog file directory of the Virtual Unit => $VU_HOME$\logs | default

H323 BridgeH.323 Bridge's Gateway ID => 323 | use an unique ID for every H323 bridge

Media Routing ServerMedia Router Server port number => 21010 | default

SIP BridgeSIP Bridge's Gateway ID => 111 | use an unique ID for every SIP bridgeCertificate store (SIP) => HKLM/My | defaultCertificate subject (SIP) => COS.ACME.COM | the common name of your certificateCertificate issuer (SIP) => BCM_TRAINING | the name of certificate authority (CA)


5. Start the installation by selecting the function Software Apply Changes to Host.

Notes:

H323 BRfor gateways

SIP BRfor gateways

MRSPrompts

Installing sw:

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2.5 TERMINAL virtual unit

TERMINAL virtual unit consists of Connection Server for soft phones, ExternalTerminal Controller and SIP Bridge/Gatekeeper for hard phones. Connection Servercan be also be used with mobile phones (Communication Mobile Client).In large systems these components could be separated to dedicated virtual units.

Typical (minimum) information needed by terminal component software packages:

IP address of the virtual unitConnection information for SQL server(s)Database namesCertificate name and issuer for Connection serverSIP bridge gateway ID’sCertificate name and issuer for SIP TLS connections

1. Activate Default System in left frame, select Software Add Virtual Unit…, name it ACME_TERMINAL_1, select the base installation.


Connection ServerExternal Terminal ControllerSIP Bridge


Common | Remarks:IP address of the Virtual Unit => 10.31.99.124 | select the correct IP addressLog file directory of the Virtual Unit => $VU_HOME$\logs | default

Use Windows authentication for database connections | default = checkedCEM database server address or name => TR12\TRAINING | SQL instance of your serverCEM database name => ACME_CEM | name of the CEM databaseCEM database user name => | leave empty if Windows authentication is usedCEM database password => | leave empty if Windows authentication is used

Connection ServerConnection Server port => 21002 | defaultCertificate store (CoS) => HKLM/My | defaultCertificate subject (CoS) => COS.ACME.COM | the common name of your certificateCertificate issuer (CoS) => BCM_TRAINING | the name of certificate authority (CA)Verify client certificate (CoS) => 0 | default

External Terminal ControllerETC Port => 21015 | defaultCPM database server address or name => TR12\TRAINING | SQL instance of your serverCPM database name => ACME_CPM | name of the CPM databaseCPM database user name => | leave empty if Windows authentication is usedCPM database password => | leave empty if Windows authentication is used

SIP BridgeSIP Bridge's Gateway ID => 112 | use an unique ID for every SIP bridgeCertificate store (SIP) => HKLM/My | defaultCertificate subject (SIP) => COS.ACME.COM | the common name of your certificateCertificate issuer (SIP) => BCM_TRAINING | the name of certificate authority (CA)



Notes:

SIPGK / BR

for hard phones

ETC CoS

Installing sw:

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2.6 INTERNAL virtual unit

INTERNAL virtual unit consists of Data Collector and Internal Web Services. Internal Web Server(IWS) site handles the password checks and other classified information. Data Collector is used tosend data to SQL server for monitoring and reporting.In large systems these components could be separated to dedicated virtual units.

Typical (minimum) information needed by internal web service and data collector software packages:

Connection information for SQL server(s)Database namesIP address of the virtual unitWeb server site nameDefault time zoneTCP port for HTTP connectionWindows user account and password running web site and COM+ component

1. Activate Default System in left frame, select Software Add Virtual Unit..., name it ACME_INTERNAL_1, select the base installation.


Data Collector,Internal Web ServicesWeb Server


Common | Remarks:CEM database server address or name => TR12\TRAINING | SQL instance of your serverCEM database name => ACME_CEM | name of the CEM database

Use Windows authentication for database connections | default = checkedCEM database user name => | leave empty if Windows authentication is usedCEM database password => | leave empty if Windows authentication is usedLog file directory of the Virtual Unit => $VU_HOME$\logs | defaultIP address of the Virtual Unit => 10.31.99.125 | select the correct IP addressWeb server site name => $VU_NAME$ | variable name, replaced with VU nameDefault language => english | use english during installation

Data CollectorData Collector’s transaction file buffer directory => $VU_HOME$\temp | default

Internal Web ServicesCPM database server address or name => TR12\TRAINING | SQL instance of your serverCPM database name => ACME_CPM | name of the CPM databaseCPM database user name => | leave empty if Windows authentication is usedCPM database password => | leave empty if Windows authentication is used

Web ServerDefault time zone => (GMT+02:00) Helsinki,… |select from drop down menuTCP port number for HTTP => 80 | defaultTCP port number for HTTPS => | if used, the default is 443Windows user account for running Web related processes => BCMTR\BCMAdmin | name of the domain userPassword of the Windows user account => ********** | password of the domain user



Notes:


Installing sw:

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2.7 CHAT virtual unit

CHAT virtual unit is typically installed to DMZ. Here it is only as sample how to create it.

Typical (minimum) information needed by web software packages:

IP address of the virtual unitWeb server site nameDefault time zoneTCP port for HTTP connectionWindows user account and password running web site and COM+ component

1. Activate Default System in the left frame and select the function Software Add Virtual Unit... and give it the name ACME_CHAT and select the base installation from the list.

2. Right-click the virtual unit, select the item Add Software... and select the software package

Web Server

3. Enter the following values to the virtual unit info panel's edit boxes:| Remarks:

IP address of the Virtual Unit => 10.31.99.126 | select the correct IP addressWeb server site name => $VU_NAME$ | default

Use Windows authentication for database connections | default = checkedDefault language => english | use english during installationLog file directory of the Virtual Unit => $VU_HOME$\logs | defaultDefault time zone => (GMT+02:00) Helsinki,… |select from drop down menuTCP port number for HTTP => 80 | defaultTCP port number for HTTPS => | if used, the default is 443Windows user account for running Web related processes => BCMTR\BCMAdmin | name of the domain userPassword of the Windows user account => ********** | password of the domain user


5. Start the installation by selecting the function Software Apply Changes to Host. (chat channel installation continues in chapter 8)

Notes:

Internet ChatClient

In DMZ

Installing sw:

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2.8 COM virtual unitCOM virtual unit consists of three small services: Message Cleaner (MsgCleaner),Message To Mail (MsgToMail) and Voicemail Compressor (VMCompress) .(NOTE: If the SMS Server package is installed to this same virtual unit it needs a virtual IP address.)

Typical (minimum) information needed by terminal component software packages:

Connection information for SQL server(s)Database names

1. Activate Default System in the left frame and select the function Software Add Virtual Unit... and give it the name ACME_COM and select the base installation from the list.

2. Right-click the virtual unit, select the item Add Software... and select the software packageCommunication Server


Use Windows authentication for database connections | default = checkedCEM database server address or name => TR12\TRAINING | SQL instance of your serverCEM database name => ACME_CEM | name of the CEM databaseCEM database user name => | empty if Windows authenticationCEM database password => | empty if Windows authenticationLog file directory of the Virtual Unit => $VU_HOME$\logs | default



Notes:

CommunicationServer

Installing sw:

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2.9 HAC virtual unit

HAC monitors and manages the system components to keep the BCM system services available at all times.In large systems these components could be separated to dedicated virtual units.

Information needed by HAC virtual unit software packages:

HAC node nameHAC to HAC communication address and portHAC to IA communication address and portHAC administration user name(s)

1. Activate Default System in the left frame and select the function Software Add Virtual Unit... and give it the name HAC_1 and select the base installation from the list.

2. Right-click the virtual unit, select the item Add Software... and select the software package

High Availability Controller


HAC node name => TR12 | use the name of your serverHAC node server addresses => 10.31.99.120:21012 | <IP address>:<port> of the HAC node

| select the correct IP addressHAC node administration addresses => 10.31.99.120:21014 | <IP address>:<port> for the Admin node

| select the correct IP addressHAC Adminstration Users => BCMAdmin | NOTE ! case sensitive user idHAC View-only Administration Users => | optional view-only userHAC Server Connection Security Certificate Name => | optional certificate for HAC-HAC communicationHAC User Connection Security Certificate Name => | optional certificate for IA-HAC communicationLog file directory of the Virtual Unit => $VU_HOME$\logs | default



Notes:

HAC - High Availability Controller - Alarm Server

Installing sw:

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2.10 DEFINING AND APPLYING DOMAIN ACCOUNT FOR HAC SERVICE

1. In this example, the domain is called BCMTR2. Domain account name is BCMAdmin3. Apply the domain account for SAP BCM HAC <servername> service:

Start Administrative tools Services.Right click the SAP BCM HAC <servername> service and select Properties Log on.Select This Account: radio button.Browse the domain account. (Browse Locations… Entire Directory bcmtr.local OK) Enter the name BCMAdmin and click OK.Enter the correct password and confirm it.Start SAP BCM HAC <servername> service.

Now all virtual units have been deployed. The VUA view should look like in the figure:

2.11 INITIALIZE CPM DATABASETo make search features to work after installation run these SQL jobs in SQL Agent Jobs list

- ACME_CPM full-text search init

- ACME_CPM TM full-text search init (* see note below

This enables making full text searches among the data.

(* NOTE: ACME_CPM TM full-text search init job should be run only when you want to use Communication Task Management, CTM. ACME is here only presenting the customer name.

Notes:

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3 SYSTEM MODEL IN IA (Infrastructure Administrator)Start the Infrastructure Administrator (IA) tool with the shortcut or byclicking the C:\ProgramFiles\SAP\BCM\IA\IA.exe.More information about creating system model is in installation_guide.pdf chapter 7.

Right click HAC Nodes and select Add Node… HAC Node.Enter the name of the HAC node: TR12 | use the name of your serverEnter the IP address and the port of the HAC node: 10.31.99.120:21012 | select the correct IP addressEnter the default path for home directory: C:\Program Files\SAP\BCM | from separate documentEnter the default path for log file directory: $WICOM_HOME$ |default

On Network tab, enter IP addresses for Administration: 10.31.99.120:21014 | select the correct IP addressClick Add and Apply.

NOTE: All HAC nodes require a unique name; typically the name is the server name.

Notes:

HAC node IP address and port

(HAC – HAC connection)

Administration node connection port

(IA – HAC connection)

HAC - High Availability Controller - Alarm Server

Configuring system model:

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1. Add the virtual unit ACME_WEB:

Right-click the Virtual Units in the model view and selectthe Add... SAP BCM Web Server Virtual Unit option.

Dialog boxes appear asking for the following information: | Remarks:Name of the virtual unit: ACME_WEB | name of the web siteIP address of the virtual unit: 10.31.99.121 | select the correct IP addressSubnet mask for the IP address: 255.255.254.0 | subnet mask depends on the networkName of the IIS site: $VU_NAME$ | variable name, inserts the name of the VUHTTP path to a web page...: /getwcstatus.htm | default web site test page, don’t change

Select server (HAC Node) for the virtual unit by right-clicking the Hostsin the virtual unit and selecting Add Instance TR12 as seen in the figure above right:

2. Add the virtual unit ACME_CORE:

Right-click the Virtual Units in the model view and selectthe Add... SAP BCM Core Server Virtual Unit.

Dialog boxes appear asking for the following information: | Remarks:

Name of the virtual unit: ACME_CORE | name of the core virtual unitIP address of the virtual unit: 10.31.99.122 | select the correct IP addressSubnet mask for the IP address: 255.255.254.0 | subnet mask depends on the network

Add chat server component to the Components section:Right-click Components and select Add Component SAP BCM product SAP BCM Chat Server

Select server (HAC Node) for the virtual unit by right-clicking on the Hostsin the virtual unit and selecting Add Instance TR12.


CEMCD

Chat Server



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3. Add the virtual unit ACME_PSTN_1:

Right-click the Virtual Units in the model view and selectthe Add... SAP BCM H.323 Bridge Server Virtual Unit.Dialog boxes appear asking for the following information:

| Remarks:Name of the virtual unit: ACME_PSTN_1 | name of the PSTN virtual unitIP address of the virtual unit: 10.31.99.123 | select the correct IP addressSubnet mask for the IP address: 255.255.254.0 | subnet mask depends on the network

Add other needed component to the Components section:Right-click Components and select Add Component SAP BCM product SAP BCM SIP Bridge.


4. Add the virtual unit ACME_TERMINAL_1:

Right-click the Virtual Units in the model view and selectthe Add... SAP BCM Connection Server Virtual Unit.Dialog boxes appear asking for the following information:

Name of the virtual unit: ACME_TERMINAL_1 | name of the TERMINAL virtual unitIP address of the virtual unit: 10.31.99.124 | select the correct IP addressSubnet mask for the IP address: 255.255.254.0 | subnet mask depends on the network

Add other needed components to the Components section:Right-click Components and select Add Component SAP BCM product SAP BCM SIP BridgeRight-click Components and select Add Component SAP BCM product SAP BCM External Terminal Controller


5. Add the virtual unit ACME_INTERNAL_1:

Right-click the Virtual Units in the model view and selectthe Add... SAP BCM Web Server Virtual Unit option.

Dialog boxes appear asking for the following information:

Name of the virtual unit: ACME_INTERNAL_1 | name of the INTERNAL virtual unitIP address of the virtual unit: 10.31.99.125 | select the correct IP addressSubnet mask for the IP address: 255.255.254.0 | subnet mask depends on the networkName of the IIS site: $VU_NAME$ | variable name, inserts the name of the VUHTTP path to a web page...: /getwcstatus.htm | default web site test page, don’t changeRight-click Components and select Add Component SAP BCM product SAP BCM Data Collector


6. Add the virtual unit ACME_CHAT:

Right-click the Virtual Units option in the model view and selectthe Add... SAP BCM Web Server Virtual Unit option.

Dialog boxes appear asking for the following information:

Name of the virtual unit: ACME_CHAT | name of the chat web siteIP address of the virtual unit: 10.31.99.126 | select the correct IP addressSubnet mask for the IP address: 255.255.254.0 | subnet mask depends on the networkName of the IIS site: $VU_NAME$ | variable name, inserts the name of the VUHTTP path to a web page...: /getwcstatus.htm | default web site test page, don’t change


7. Add the virtual unit ACME_COM:

Right-click the Virtual Units option in the model view and selectthe Add... SAP BCM Communications Server Virtual Unit option.

Dialog boxes appear asking for the following information:| Remarks:

Name of the virtual unit: ACME_COM | name of the COM virtual unit

Select server (HAC Node) for the virtual unit by right-clicking on the Hostsin the virtual unit and selecting Add Instance TR12

H323 BRfor gateways

SIP BRfor gateways

MRSPrompts

SIPGK / BR

for hard phonesETCCoS


Internet ChatClient

In DMZ






CommunicationServer

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8. Save the system model:

Select the menu function File > Save As... and save the file in the directoryC:\Program Files\SAP\BCM\VU\HAC_1\etc with the default name model.wimArrange the IA window and panel sizes according to your needs and make it default by selecting menu function Views > Save Settings.

9. Start the SAP BCM HAC TR12 service in the Programs Administrative tools Services application.

10. Close Infrastructure Administrator (IA) and restart it.

11. Set the IA tool to on-line mode by selecting menu function Monitoring Connect…. Use the Login name that you’ve entered in VUA to log in(BCMAdmin) with correct password.

Infrastructure Administrator tool starts to display the signs that system is alive.

Green triangles at each active item (e.g. ACME_WEB), red dots at each inactive item and red crosses at failed items (e.g. ACME_CORE).

NOTE: At this point some virtual units may fail because there is configurationinformation missing from database. This information is entered via SystemAdministration and User Administration pages.

Only the virtual unit where the ‘Web Administration Tools’ is installed(ACME_WEB in this training setup) must be running at this point of installation.

If you have problems at this stage (green triangles do not appear and yellow spots, red crosses orexclamation marks are displayed instead) check all node names, IP addresses, virtual unit namesand the name of the HAC service in Windows Control Panel carefully.

Also check that no other application is using the ports configured for the HAC nodes(here 21012 and 21014). For further troubleshooting see the infrastructure_guide.pdf document.

Notes:

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4 SETTING UP CLIENT WORKSTATION(S)

To enable administrative tasks and using the software in the Internet Explorer browser, configure your computer in the following way. For configuring otherclient workstations see the client_workstation_instsallation_guide.pdf document.

Client workstations need to have the Microsoft Internet Explorer software installed.Start the Microsoft Internet Explorer software.

1. Select the Tools Internet Options Security option.

2. Select the Trusted sites option.

3. Click the Sites... button. The Trusted sites dialog box appears.Uncheck the check box Require server verification (https:) for all sites in this zone option before adding new sites to the list.Add the name or IP address (http://10.31.99.121) of your website, and click the OK button to return to the Internet options dialog window.

4. Click the Custom level button, and set the required Security Settings. See the client_workstation_instsallation_guide.pdf document for further instructions.

Configuring security settings in IE 8.0 version

The following settings are the minimum changes required to the Medium level for the BCM system to work properly with the Internet Explorer 8.0 version:

ActiveX controls and plug-insAutomatic prompting for ActiveX controls => Enable.Initialize and script ActiveX controls not marked as safe for scripting => Enable.

MiscellaneousUse SmartScreen Filter => Disable.Use Pop-up Blocker => Disable.

ScriptingAllow Programmatic clipboard access => Enable. This setting is required for the Task Manager application to work properly.

User AuthenticationLogon

Select the Automatic logon with current name and password option.

Configuring security settings in IE 7.0 version

The following settings are the minimum changes required to the Medium level for the BCM system to work properly with the Internet Explorer 7.0 version:ActiveX controls and plug-ins

Automatic prompting for ActiveX controls => Enable.Initialize and script ActiveX controls not marked as safe for scripting => Enable.

MiscellaneousUse Phishing filter => Disable.Use Pop-up Blocker => Disable.

ScriptingAllow Programmatic clipboard access => Enable. This setting is required for the Task Manager application to work properly.

User AuthenticationLogon

Select the Automatic logon with current name and password option.

5. Click the OK button.

6. Close the Microsoft Internet Explorer software and reopen it to take new configuration into use.

Notes:

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5 CONFIGURING SOFTWARE (System Administrator)

Browse the ACME_WEB virtual unit’s address http://10.31.99.121/admin to open theSystem Administrator application.Enter the user name Administrator without a password.System asks you to enter new password for the Administrator. Set the new password e.g.: 123

This opens the System Administrator application.

In the following tasks when entering names, do not use any special characters, nor space but underscore ( _ ) between the words. For more information aboutconfiguration, see the system_admin_guide.pdf document.

5.1 CONFIGURE CEM SERVERCEM (Contact Event Manager) server is one of the core components. It allocates the calls ,emails, chatsetc. to queues and finds free agents to handle the contacts. CD (Call Dispatcher) is the component that makesdecisions about routing the calls based on different routing rules and configured gateways.

Click the field called: Click here to add a new application server

1. Add the CEM server in the Platforms view Server tab using values: | Remarks:

Name: ACME_CORE | the name of the CORE virtual unitAddress: 10.31.99.122 | select correct IP addressPort: 21099 | defaultDescription: CEM Server | free textWAV file path: C:\Program Files\SAP\BCM\VU\ACME_PSTN_1\Prompts | this can be browsed also with Browse button

2. On the same view, on the Call dispatcher tab, enter the following values:| Remarks:

Name: ACME_CORE | the name of the CORE virtual unitDescription: Call dispatcher | free textHost: 10.31.99.122 | select the correct IP addressPort: 21000 | default

3. Parameters page, add the following parameters from the dropdown menuCodecPri1 G711 | default system wide codecLogLevel 1 | call dispatcher log level setting

The basic telephony software needs no advanced parameter settings in the Parameters tab.

Some SIP hard phones (e.g. some Cisco models) support only G.711 codec, then you need to enter the value G711.

The SAP BCM system default codec is G729.

Other applications or special configurations may require additional parameter settings, see the system_admin_guide.pdf document.

CEMCD

Configuring database:

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5.2 ADD GATEWAYS AND MEDIA ROUTING SERVER

NOTE: Always configure the SIP Gatekeeper before the SIP Bridge. | Remarks:

In the same Platforms view click the Gateways - N/A column and create the following gateways:1. Select H323 Bridge from Type dropdown menu, then enter the following values:

Name: PSTN_H323BR | the name of the PSTN H323 bridgeDescription: H323 Bridge for PSTN | free text descriptionType: H323 Bridge | type of gatewayHost: 10.31.99.123 | select the correct IP addressPort: 21003 | default

Click the Add button.

2. Click the Add new button and enter the following information to add SIP gatekeeper, selectSIP Gatekeeper from Type dropdown menu, then enter the following values:

Name: PSTN_SIPGK | the name of the PSTN SIP gatekeeperDescription: SIP Gatekeeper for PSTN | free text descriptionType: SIP Gatekeeper | type of gatewayHost: 10.31.99.123 | select the correct IP addressPort: 21006 | default


3. Click the Add new button and enter the following information to add SIP bridge, selectSIP Bridge from Type dropdown menu, then enter the following values:

Name: PSTN_SIPBR | the name of the PSTN SIP bridgeDescription: SIP Bridge for PSTN | free text descriptionType: SIP Bridge | type of gatewayHost: 10.31.99.123 | select the correct IP addressPort: 21007 | defaultGatekeeper: SIPGK | select the correct gatekeeper


4. Click the Add new button and enter the following information to add SIP gatekeeper for External Terminal Controller (ETC,)select SIP Gatekeeper from Type dropdown menu, then enter the following values:

Name: ETC_SIPGK | the name of the SIP gatekeeper for ETCDescription: SIP Gatekeeper for ETC | free text descriptionType: SIP Gatekeeper | type of gatewayHost: 10.31.99.124 | select the correct IP addressPort: 21006 | default


5. Click the Add new button and enter the following information to add SIP bridge for External Terminal Controller (ETC),select SIP Bridge from Type dropdown menu, then enter the following values:

Name: ETC_SIPBR | the name of the SIP bridge for ETCDescription: SIP Bridge for ETC | free text descriptionType: SIP Bridge | type of gatewayHost: 10.31.99.124 | select the correct IP addressPort: 21007 | defaultGatekeeper: ETC_SIPGK | select the correct gatekeeper


6. Click the Add new button and enter the following information to add External Terminal Controller (ETC) gateway,select External Terminal Controller from Type dropdown menu, then enter the following values:

Name: ETC | the name of the External Terminal ControllerDescription: ETC | free text descriptionType: External Terminal Controller | type of gatewayHost: 10.31.99.124 | select the correct IP addressPort: 21015 | default


Define the SIP bridges for ETC by selecting SIP bridges tab:Select ETC_SIPBR from SIB bridges and click Add button to add it to In use field.

Click the Update button.

H323 BRfor gateways

SIP BRfor gateways

SIP BRfor gateways

SIPGK / BR

for hard phones

SIPGK / BR

for hard phones

ETC







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7. Activate any gateway in Gateways tab and click the Add new button and enter the following information to add Media Routing Server (MRS) gateway,select Media routing server from Type dropdown menu, then enter the following values:

Name: MRS | the name of the Media Routing ServerDescription: MRS | free text descriptionType: Media routing server | type of gatewayHost: 10.31.99.123 | select the correct IP addressPort: 21010 | default


Define the MRS parameters and links:

Select the MRS gateway and the MRS param. tabSelect each parameter from the Name list and enter the value, then click the Update button:

RTP_IP => 10.31.99.123 | select the correct IP addressAVAILABLE_SLOTS => 100 | resources reserved for prompts, less than 800RTP_PORT_AREA => 8000 | RTP port area start

Select the Linkage tab and add all gateways to the In use field.Click the Update button.

8. If you have a gateway to public telephone network, add it under the appropriate bridge. For example, if you have Innovaphone IP3000 H.323 gateway, addit as an External gateway on the row of H323BR Gateway with the following information:

Name: IP3000 | name for the gatewayDescription: Innovaphone IP3000 Gateway | free text descriptionType: H323/SIP Gateway | type of gatewayHost: 10.31.99.249 (the IP address of the IP3000) | select the correct IP addressPort: 0 | not usedBridge: PSTN_H323BR

9. If you have Audiocodes Mediant gateway, add it as an External gateway on the row of SIPBR Gateway with the following information:

Name: MEDIANT | name for the gatewayDescription: Audiocodes Mediant Gateway SIP | free text descriptionType: H323/SIP Gateway | type of gatewayHost: 10.31.99.250 (the IP address of the MEDIANT) | select the correct IP addressPort: 0 | not usedBridge: PSTN_SIPBR

10. Open again the MRS Linkage tab and add the newly added IP3000 and MEDIANT gateways to In use list. Otherwise the MRS is not playing prompts tothese gateways.

These are the gateways that have now been configured:

Notes:

MRSPromptsConfiguring database:



H323GW

SIPGW

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5.3 CONFIGURE ROUTES

Add some sample route(s) for the outgoing calls in the Routing view.More information about Routing in system_admin_guide.pdf chapter 2.6.

NOTE: do not edit the existing default routes and destinations; they are for hard phones, e.g. Polycom, Cisco, GrandStream.

1. Click any item on the Route column (or right-click the header)

Click the Add new button and enter the following information:

Name: MEDIANT_ROUTE | name for the routeDescription: Calls out using Mediant gateway | free text description

Edit mask: | empty by default Priority type: LRU | type: LOW, LRU, HIGH Codec: -- none -- | default Application server: ACME_CORE | virtual unit where Call Dispatcher is installed

Click the Add button to save the route.

2. Click the Pattern column on the MEDIANT_ROUTE row

Any number that is not recognized as an internal BCM number:Name: OUT_PATTERN_#* | name for the patternDescription: Calls out, any length | free text descriptionPattern: #* | pattern to match (matches any number longer than 1 digit)Route: MEDIANT_ROUTE | route if pattern matches

Edit mask: * | number can be edited with mask Click the Add button to save the pattern.

Click Add new button and add a new pattern

Changing the national number starting with +358 to 0 (e.g. +358 123 4567 0 123 4567): Name: +358* | name for the patternDescription: National number (+358) recognition | free text descriptionPattern: +358* | pattern to match (this strips the +358 from number)Route: MEDIANT_ROUTE | route if pattern matches

Edit mask: 0* | edited with mask (this adds 0 in front of the number) Click the Add button to save the pattern.

Click Add new button and add a new pattern

Emergency number:Name: 112 | name for the patternDescription: Emergency number 112 | free text descriptionPattern: 112 | pattern to match (this strips the 112 from number)Route: MEDIANT_ROUTE | route if pattern matches

Edit mask: 112 | edited with mask (this adds 112 back to the number)

Click the Add button to save the pattern.

3. Click the Destination column on the MEDIANT_ROUTE row Name: MEDIANT_DEST | name for the destination

Route: MEDIANT_ROUTE | route of this destinationGateway: MEDIANT | gateway to be usedCodec: -- none -- | default

Priority: 100 | value used with priority selection configured in routeMask in: #### | how many digits used from incoming callMask out: | empty by default

Caller Mask: | empty by defaultPort: 0 | NOTE: select the port from the list on the left

Click the Add button to save the destination.

NOTE: Any changes in patterns, routes or destinations are taken in use by selecting any of the patterns and clicking Apply button.

Configuring database:CEMCD

SIPGW

SIP BRfor gateways

PSTN

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5.4 CONFIGURE BCM APPLICATIONSMore information about Routing in system_admin_guide.pdf chapter 2.4.

1. Select the Applications view.

2. Define the default directory:

Enter the Directory name: ACMESelect the access mode: Allow access by defaultEnter the CPM database name: ACME_CPM

NOTE: If the CEM and CPM databases are on the same physical server, as recommended in standard installation, the database name is enough. If they are ondifferent servers, add also the server linked in the SQL Server Management Studio.

Click the Update button.Check the following fields:

Contact search template: By default the contact is searched with the database fields: person name, company name, title, cost center profile,company phone number, account phone number, direct phone number, mobile phone number, account sub company name and account departmentname.

Person search template: By default the person is searched with the database fields: person name, title, person’s default phone number, direct phonenumber and mobile phone number.

3. Create PRS profiles. Click Profiles button and create LUNCH and CONFERENCE profiles using following settings(NOTE: MSLA profile can be created later after the queue group has been created, see instructions in Chapter 5.5 step 6):

Profile information:

Profile behavior:

IVR options

4. Create a call center type of application to the default directory's applications.Click the N/A field in the Applications column, on the ACME row.Select the Application tab, enter the following information and click the Add button on the right:

Name: CC | name of the applicationType: CALLCENTER | type of applicationPort number: 21100 | default TCP port for applicationRing-back time: 10 | default time for welcome promptCritical time: 20 | color change in UI from green to redCall out prefixes:Application server: ACME_CORE | this server must be selected at only onceCustomizing file:Source file: Unimain/v1 | default source file, don’t changeWAV file path:

Click the Add button

5. Set the advanced application parameters for the new application:

Select the Parameters tab and category Call recording:

appcnf_WS_record_level => 11 | this enables the call recording in the CDTapplication, more info in documentation

Name LUNCH CONFERENCE MSLA

Type ABSENCE CONFERENCE PRESENCE

Reason LUNCH --- NONE --- --- NONE ---

Duration 30 minutes (Continuous) (Continuous)

Availability AWAY TENTATIVE FREE

Queue group --(None)-- --(None)-- MSLA

End time rounding 10 minutes --(None)-- --(None)--

(Default) IVR PASS PASS

Audio prompt LUNCH

1 VOICEMAIL

2 MOBILE

3 SWITCHBOARD

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6. Add a voicemail application with the following information correspondingly:

Name: VM | name of the applicationType: VOICEMAIL | type of applicationPort number: 21101 | default TCP port for applicationRing-back time: 10 | not used in VMCritical time: 20 | not used in VMCall out prefixes:Application server: ACME_CORE |Customizing file:Source file: Voicemail | default source file, don’t changeWAV file path:Recording path: C:\Program Files\SAP\BCM\VU\ACME_PSTN_1\prompts\VoiceMail\RecConversion path: C:\Program Files\SAP\BCM\VU\ACME_PSTN_1\prompts\VoiceMail\Rec


7. Add a personal reachability service (PRS) application with the following information correspondingly:

Name: PRS | name of the applicationType: PRSIVR | type of applicationPort number: 21102 | default TCP port for applicationRing-back time: 10 | not used in PRSCritical time: 20 | not used in PRSCall out prefixes:Application server: ACME_CORE |Customizing file: PRSIVR_Customize | default customizing file, don’t changeSource file: PRSIVR | default source file, don’t changeWAV file path:


8. Add a conference IVR application with the following information correspondingly:

Name: CONFERENCE | name of the applicationType: CONFIVR | type of applicationPort number: 21103 | default TCP port for applicationRing-back time: 10 | not used in CONFERENCECritical time: 20 | not used in CONFERENCECall out prefixes:Application server: ACME_CORE |Customizing file: Conference_Customize | default customizing file, don’t changeSource file: Conference | default source file, don’t changeWAV file path:


9. Add an external agent IVR application with the following information correspondingly:

Name: EXT_AGENT | name of the applicationType: EXTAGENTIVR | type of applicationPort number: 21104 | default TCP port for applicationRing-back time: 10 | not used in EXT_AGENTCritical time: 20 | not used in EXT_AGENTCall out prefixes:Application server: ACME_CORE |Parent application: CC | parent application for external agent IVRCustomizing file:Source file: ExternalAgents | default source file, don’t changeWAV file path:


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5.5 CONFIGURE QUEUESSelect the Queues view and add the following queues.More information about Queues in system_admin_guide.pdf chapter 2.8.

1. Add a queue for CC application:

Click the Operator direct field in the Queue column.Click the Add new button and enter the information: | Remarks:

Name: QUEUE1 | technical name of the queueDisplayed name: Switchboard | displayed name of the queueDescription: free text, for example: Switchboard, nr 1000 | free descriptionNumber(s):

Default queue:Default queue for:Language:

Ordinal no.: 0 | sets the order of the queue in the UITime zone: (GMT+02:00) Helsinki, Kyiv, Riga..... | time zone selection

Voicemail box configured: don’t tick the check box

Click the Add button.Click the corresponding field in the Channel column and enter the information:

Media type: PhoneNumber/account: 1000 | number of the queue


2. Add another queue for CC application correspondingly.Click the Add new button and enter the information:

| Remarks:Name: QUEUE2 | technical name of the queueDisplayed name: Sales | displayed name of the queueDescription: free text, for example: Sales queue | free description

Default queue: QUEUE1 | this value sets the default overflow queueOrdinal no.: 1 | sets the order of the queue in the UI

Time zone: (GMT+02:00) Helsinki, Kyiv, Riga….. | time zone selectionVoicemail box configured: tick the check box to create voicemail number

Number (voicemail number): 1051 | number of the queue




3. Add a queue for the PRS application with name the PRS

Name: PRS | technical name of the queueDisplayed name: PRS | displayed name of the queueDescription: free text, for example: | free descriptionNumber(s):


Ordinal no.: | sets the order of the queue in the UITime zone: -- Select -- | time zone selection

Voicemail box configured: don’t tick the check box, no voicemail




CEMCD


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4. Add a queue for the CONFERENCE application with name the CONFERENCE

Name: CONFERENCE | technical name of the queueDisplayed name: CONFERENCE | displayed name of the queueDescription: free text, for example: | free descriptionNumber(s):







5. Add a queue for the EXT_AGENT application with name the EXT_AGENT

Name: EXT_AGENT | technical name of the queueDisplayed name: EXT_AGENT | displayed name of the queueDescription: free text, for example: | free descriptionNumber(s):







6. Add a queue group, select Queue groups from left frame, click N/A field | creating a queue group

Enter name MSLA, click Add, select Queues tab

Select Sales (QUEUE2) and click add button.Click Update button.

NOTE: Now the MSLA profile can be configured. (see chapter 5.4 step 3)

Notes:

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5.6 SETUP SCHEDULES

Configure two different schedules in the Schedules view for this trainingsetup, one for workdays and one for weekend.More information about Schedules in system_admin_guide.pdf chapter 2.9.

1. Add calendar entry: Tools Manage calendarsDescription: WorkdaysPriority: 100Select: Mon, Tue, Wed, Thu and Fri

2. Click Add3. Click Add new

Description: WeekendPriority: 110Select: Sat and Sun

4. Click Add and close the window.

Add schedule entries: Tools Manage schedulesSelect: Service timesApplication: CCQueues: select Switchboard and SalesCalendar: select WorkdaysSchedule information: select (Default): ClosedFrom dropdown menus select opening hours e.g. 9:00 and 17:00and select OpenClick Execute, schedule is now added to systemTo create another schedule, unselect Workdays calendar and select Weekend calendarSchedule information: select (Default): ClosedClear times from dropdown menus and select -- Select --Click Execute, schedule is now added to system, close window.

When creating schedules the selections can be seen in the Info frame.

Now you can see the schedules in the Schedules view by selecting application and clicking Search button.

More schedules for national holidays should be done for live systems. E.g. for Christmas, Easter, etc.

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5.7 ADD ADMINISTRATORS

By default system has account called Administrator with empty password.Add administrators in the Administrators view with the following information.To add a new account:

Click Add new

Login: (you own name)Description: AdministratorEnabled: mark the check boxIf you want to set the password, check the Set password box and enter the password.

Click Add button.

Password policy can be changed from Tools – Password policies. Default parameters are:

Initial password must be changedMinimum password length = 8Maximum failed logon attempts = 10Lock duration (seconds) = 3600

Notes:

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5.8 SETUP SERVICES

Configure the services in the Services view.More information about Services in system_admin_guide.pdf chapter 2.3.

1. Add Data Collector component information

Select <COMMON>: Data Collector Common from Instances list | Remarks:Click Add newEnter Virtual unit: ACME_INTERNAL_1 | the name of the VU where Data Collector is installedSelect Data Collector from Name dropdown listClick AddOn Parameters tab enter informationIPAddress: 10.31.99.125 | select the correct IP addressEventCollectionPort: 21009 | default

2. Configure Internal Web Services

Click N/A on <Internal Web Services> rowEnter Virtual unit: ACME_INTERNAL_1 | the name of the VU where Internal Web Services is installedSelect Internal Web Services from Name dropdown listClick AddOn Parameters tab enter informationIPAddress: 10.31.99.125 | select the correct IP addressIPPort: 80 | default

3. Configure Web Administration Tools

Click N/A on <Web Administration Tools> rowEnter Virtual unit: ACME_WEB | the name of the VU where WebSelect Web Administration Tools from Name dropdown list | Administration Tools is installedClick AddOn Parameters tab enter informationIPAddress: 10.31.99.121 | select the correct IP addressIPPort: 80 | defaultUseHTTPS: 0 | default

4. Configure Web Clients

Click N/A on <Web Clients> rowEnter Virtual unit: ACME_WEB | the name of the VU where Web Clients is installedSelect Web Clients from Name dropdown listClick AddOn Parameters tab enter informationIPAddress: 10.31.99.121 | select the correct IP addressIPPort: 80 | defaultUseHTTPS: 0 | default

5. Configure Communication Server services (MsgCleaner, MsgToMail and VMCompress)

Click one of the services from the left column active, then click Add newEnter Name: ACME_COM | create a service controller called ACME_COMClick AddClick N/A field on ACME_COM rowby default there is MsgCleaner (Message Cleaner) selected on the Name drop down listEnter Virtual unit: ACME_COM | name of the virtual unit where MsgCleaner is installedClick AddClick Add newSelect MsgToMail (Message To Mail) from Name drop down listEnter Virtual unit: ACME_COM | name of the virtual unit where MsgToMail is installedClick AddOn Parameters tab enter this information

o Address CEMServer@ACME_CORE | here can be used also any account that your email servero ReplyAddress CEMServer@ACME_CORE |accepts as a sender for emails

Activate Instance tabClick Add newSelect VMCompress (Voice Mail Compressor) from Name drop down listEnter Virtual unit: ACME_COM | name of the virtual unit where VMCompress is installedClick Add

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NOTE: In the Monitoring and Monitoring History settings there are some parameters that by default prevent seeing certain information.

Data destination protection parameters (Protect_) define if the data items are saved in the monitoring and reporting databases.

If the data is saved using these parameters set to ‘1’ the values cannot be seen later.

If an item is protected (removed from the tables), it cannot be used in monitoring or reporting.

For example, recorded files are protected by default, and they cannot be listened.

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5.9 CREATE AND INSTALL THE CERTIFICATE

Create the certificate request in a text editor, e.g. Notepad.Copy/paste the following text into Notepad:

[NewRequest]Subject = "CN=<common name>,O=<organization>,OU=<organizationalunit>,L=<location/city>,S=<state/province>,C=<country>"Exportable = TRUEKeySpec = 1MachineKeySet = TRUE[EnhancedKeyUsageExtension]OID = 1.3.6.1.5.5.7.3.1

NOTE: make sure that there is no extra empty lines at the end of file!!!!

Edit the line e.g. Subject = "CN=COS.ACME.COM,O=BCMTR,OU=TRAINING,L=ESPOO,S=UUSIMAA,C=FI”to match your environment and then save the file with the name newcert.inf to root of the C: drive.

Start the command prompt 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:C:\>certreq –new newcert.inf newcert.reqIf everything goes as expected, the command does not write any response on screen, but a new file called newcert.req appears. You will need this file inthe next phase. The request looks something like this:

-----BEGIN NEW CERTIFICATE REQUEST-----MIID1jCCAz8CAQAwgZkxEDAOBgNVBAYTB0ZpbmxhbmQxEDAOBgNVBAgTB1V1c2ltYWExDjAMBgNVBAcTBUVzcG9vMRAwDgYDVQQLEwdUZXN0aW5nMTEwLwYDVQQKHigAVwBpAGMAbwBtAF8AQwBvAG0AbQB1AG4AaQBjAGEAdABpAG8AbgBzMR4wHAYDVQQD……………………YQBwAGgAaQBjACAAUAByAG8AdgBpAGQAZQByA4GJhvcNAQEFBQADgYEAlCsy8S0qAQBmz4OVf6BSkFbwxfc92ejPBl7kbMJefoVaJZKpE5up6SxJBiDCZ2DrWTDKaW79bX6x+0bWj3Wih39+/xTvL6weswnFhFgw/loTp/DECEESXPsyLv/cztrI3jTI+J+JZGH4uL3QvJhWWEb78bd2imOa+1ebDX1V+w0=-----END NEW CERTIFICATE REQUEST-----

NOTE: make sure that there is no extra empty lines in field after paste!!!!

Open link: http://10.31.99.130/certsrv/ (replace the URL with your local Microsoft Certificate services server)Click Request a certificateClick advanced certificate requestClick 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 and click Submit button.Click the Home link in the right upper corner of the web pageClick View the status of a pending certificate requestClick Saved-Request Certificate (dd.mm YYYY hh:mm:ss)Select Base 64 encodedClick Download CertificateSave certnew.cer file to root of the C\: driveClick Download certificate chainSave the certnew.p7b file to root of the C\: driveStart the command prompt and change to the directory, where you have the certificate file.Execute the following command in command prompt, using the name you chose above:C:\>certreq –accept certnew.cerIf everything goes as expected, the command does not write any response on the screen.

Installation of the workstation certificate:

Start Windows Explorer and browse to root of the C: driveRight click the certnew.p7b file and select Install Certificate, answer Next, Next, Finish.

The certnew.cer certificate is going to be installed on the application server where the Connection Server is installed. Each application server where theConnection Server is running needs its own certificate.

The certnew.p7b certificate is going to be installed on workstations which are running BCM soft phone. This certificate is needed to tell to workstation that theserver that has issued this certnew.cer certificate is a trusted CA. This procedure is needed typically when using local Microsoft Certificate Services in yoursystem.

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 theworkstations.

More information about Certificates in installation_guide.pdf chapter 4.

CoSCreating certificate for CoS:

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6 CONFIGURING USERS (User Administrator)

Select the File > User administrator option in the System administrator (or in Communicationdesktop application if your account has user administrator rights). For more information aboutuser configuration see the document user_admin_guide.pdf chapter 3.

Select Company from left frame and change the (Default) to ACME on Company tab. Click Update.

Select Department tab and click Add new and type Sales and click Add. In the same way add Marketing and HelpDesk departments.

Add new users in the Account view with the following information. Click the Update buttonbefore leaving each tab; otherwise you lose your changes:

Info tab, configure the directory information of the user(s):Type: PERSON | Remarks:Name: CRMUSER12 | directory name entryNumber: 1010 | select the correct numberTitle: Test user | title of the userID:Mobile: | mobile number of the userPager: | pager number of the userFax: | fax number of the userAdditional no.: | optional number of the userE-mail: [email protected] | email address of the agent/user

Company: ACME | company internal informationSubcompany: (Default) | company internal informationDepartment: Sales | company internal informationLocation: Espoo | optional location informationCost center: 12345 | optional cost center informationInfo 1: | optional free form informationInfo 2: | optional free form informationInfo 3: | optional free form informationEmployee ID: | optional free form informationResponsibilities: Testing of the BCM system | optional free form information

Authorization tab, define the user login, password, rights, etc.:User ID: CRMUSER12 | login ID of the userLanguage: English | users can select the language from UICheck the Register user and Enable user checkboxes.Select the User type: CDT: Contact Center supervisorSelect the desired rights for the Special rights for CDT andExternal phone settings.

Click the Update button

Agent tab, insert at least the default queue number for the user(s):Check CC from the Application name list.Default Queue: 1000 | set the switchboard number for the user

Queues tab, enable queues for the agent(s):Highlight CC from the Application name listCheck all checkboxes on the left in the Enabled queues list | rights for the queues

Voicemail tab, configure the voicemail information:Number: 1060 | set the voicemail number for the user

Monitoring tab, enable Online Monitoring application(s) for the agent(s) by checking all needed applications in the Monitoring rights for applicationslist and then all the needed queues in the Monitoring rights for queues list.

CPM tab, enable the required applications for the agent(s) by checking the needed checkboxes:Administration (full control, Outbound Desktop, segments) | rights for the applicationsCommunication Task Management (CTM)

Add more users in the similar way. Add at least an agent with the name USER2, phone number 1011 and voicemail number 1061.| set the correct numbers for user

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In this training installation these users are configured as Contact center supervisors to be able to use all the features.

In a customer system:

the enterprise users Phone usersthe switchboard operators Advanced usersthe call center agents Contact center agentsthe call center managers Contact center supervisors

Notes:

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7 STARTING UP SYSTEM

Once the databases have been configured, the BCM system must be (re)started. This is done using the online mode of the Infrastructure Administrator (IA) toolwith the following steps:

Activate the ACME_WEB virtual unit with mouse click in the system model tree, in Virtual Units section.Right click and select the Set Role - Inactive option.Repeat the two steps above for all active virtual units.When all virtual units have stopped (red dots), restart them:Right-click the ACME_WEB virtual unit in the model tree and select the Set Role - Active option.Activate same way all virtual units.Save the changed system model with menu functions File > Save.

More information about using Infrastructure Administrator tool can be found from the infrastructure_guide.pdf.

FIRST TEST CALL | Remarks:

Install terminal.msi package to work station from ..\ 6.0.x.0\Client Workstation Components folder. | Phone componentTo be able to use Communication Task Management install also mctabuff.msi | ClientCom componentTo be able to use video calls install also wvp.msi | Video phone componentTo be able to use Outlook Phone install also CTOutlook.msi | Outlook phone component

Open Internet Explorer and type the ACME_WEB virtual unit’s address (http://10.31.99.121/cdt) andlogin as the user CRMUSER12 in CDT.System asks you to change your password during the first login, enter new password 12345678 and confirm it.In another computer or another Internet Explorer window, login similarly as the user USER2 and makea test call from one CDT to the other CDT.

Notes:

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8 CHAT CHANNELCreating web site

Create a web site either with SAP BCM Web Server Virtual Unit package (VUA) or use the IIS tools.(created already, see chapter 2.7)

Create the folder web under it and the folder ChatAs under it, if it does not exist.Copy the contents of the C:\Program Files\SAP\BCM\Install\6.0.x.0\Internet Chat Client\contents folder to

C:\Program Files\SAP\BCM\VU\ACME_CHAT\web\ChatAs folder.

Virtual directory configuration under IIS

Open Internet Information Service (IIS) Manager.Browse under the Web Sites ACME_CHAT and select ChatAs directory.Right click and select Properties.On the Directory tab Application Settings, click the Create button. ChatAs virtual directory will be created.Select Execute permissions: Scripts and Executables.Check that Application pool: ACME_CHATFrom ASP.NET tab, select the right ASP.NET version (should be 2.0.xxx.) If you have built the

Internet Chat Client project by yourself, check that you are using the same .NET version here as you used for building the component.Click Apply and OK

NOTE: IIS is restarted!

ChatAS configuration

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 installedfor the ChatPortal IciContainerService, IciItemService and IciChatSessionService. All these services are found from your chat portal server.

Sample web.config file; replace the 10.31.99.xx1 with the IP address of the ACME_WEB virtual unit:

…………….<applicationSettings>

<ChatAS.Properties.Settings> <setting name="ChatAS_ChatPortal_ChatPortal" serializeAs="String"> <value>http://10.31.99.121/ChatPortal/ChatPortal.asmx</value> </setting> <setting name="ChatAS_IciContainer_IciContainerService" serializeAs="String"> <value>http://10.31.99.121/ChatPortal/IciContainerService.asmx</value> </setting> <setting name="ChatAS_IciItem_IciItemService" serializeAs="String"> <value>http://10.31.99.121/ChatPortal/IciItemService.asmx</value> </setting> <setting name="ChatAS_IciChatSession_IciChatSessionService" serializeAs="String"> <value>http://10.31.99.121/ChatPortal/IciChatSessionService.asmx</value> </setting> </ChatAS.Properties.Settings>

</applicationSettings>

……………..

Edit the file 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="[email protected]"/> </CHANNEL_ADDRESS>………

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In SAP BCM System Administration pages do the following configuration:

1. Services| Remarks:

Select N/A field on the <Chat Server> row. Enter the information:Virtual unit: ACME_CORE | the name of the VU where Chat server is installedName : Chat ServerClick Add button.

On Parameters tab enter:IPAddress: 10.31.99.122 | select the correct IP addressIPPort: 21004 | defaultConnTimeout: 120 | timeout if the request is not allocated to any free agent

2. Platforms

Select ACME_CORE Parameters, add parameter:CEMPortForChat: 21098 | default

3. Queues

Create a new queueName: CHAT | the name of the chat queueDisplayed name: Acme (chat) | displayed name of the queueTime zone: (GMT+02:00) Helsinki, Kyiv, Riga…. | time zone

Create a channel for the new queueMedia type: ChatNumber/account: [email protected] | chat account name

NOTE: Reset all virtual units to start using the chat channel.

NOTE: Remember to give users rights to this queue. Agents need also e-mail address to be able to chat.

After successful configuration open CDT with one of your account that have chat queue rights and join agent to chat queue as agent. Thenyou can open the URL: http://10.31.99.126/ChatAs/chatForm.aspx and fill the form to create a chat request.

Notes:

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9 CRM INTEGRATION (INTEGRATION INTERFACES)1. Add advanced application parameters to CC application:

from CEM category:

ExtraDataWhenAllocated = XML,FirstBName,FirstBNumber | application parameter for Integration Interfaces

ExtraDataWhenCallOut = XML,FirstBName | application parameter for Integration Interfaces

and from Integration Interfaces category:

OIIPort = 21097 | application parameter for Integration Interfaces

2. Restart ACME_CORE and ACME_WEB virtual units

3. Test page for OII connection: http://10.31.99.121/OII/OII.asmx

Link to

http://iwdfvm1042.wdf.sap.corp:52080/sap/bc/bsp/sap/crm_ui_frame/default.htm?sap-user=CRMUSER12&sap-password=welcome

4. Test integration by making a call to system:

Use CRMUSER12 account to open CDT and Interaction Center

Use USER2 to open another CDT and make a call to your switchboard queue number: 1000

(see the correct number in a separate document)

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http://iwdfvm1042.wdf.sap.corp:52080/sap/bc/bsp/sap/crm_ui_frame/default.htm?sap-user=CRMUSER12&sap-password=welcome

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10 EMAIL CHANNEL

Perform at least the following procedures before the end users (agents) can start to use theCommunication Task Management application for e-mail handling.More detailed information about CTM can be found from cmp_admin_guide.pdf.

1. Create a folder for the Communication Task Management attachments:Make a folder to the C:\ drive, name it Attachment and share itMake sure that account that runs ACME_CEM and ACME_WEB haveproper rights to this share

2. Create the e-mail queue and activity to be used for registering the incominge-mails, and a possible infocard in the System Administrator applicationAdd the e-mail queue with an appropriate name, for example EMAIL

NOTE: Use the same name for the queue and activity. Do not use the activity name E-mail, it is reserved for the system’s internal channel.

In the Behavior tab, set appropriate queue parameters: define the Critical time and Max waiting (s) values and select the transfer options, for exampleForward when maximum waiting time has elapsed.

In the CTM tab, set the following settings:User interface => Select CTM.Task creation => Select when the task is created, for example When offering.Task type => Select Normal.Activity name => Click the plus button to add a new activity with the name EMAIL (never use the name E-mail), and select it.Infocard => Optional: select the infocard to be used with the tasks. You can create an infocard with limited set of settings here

with the Edit infocards button, or you can define them in the CPM Administrator application in the Profiles tab.Common list group => Select the appropriate virtual user group where the tasks are allocated to. If you do not select any value,

the tasks are allocated to the general common list.Common list user => Select the appropriate virtual user where the tasks are allocated to. If you do not select any value, the tasks are

allocated to the general common list.

CAUTION: Never delete or edit the activity or infocard called E-mail. They are created automatically and system needs them to work properly.

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Click the corresponding channel and select the media type and enter the account name, e-mail address, server and password ofyour system as in the example below.

3. Start the User Administrator application and give users rights for the e-mail queue and CTM application:Select the Account view and the appropriate user:Click the Queues tab.Check the checkboxes of the desired queues:

Click the >> button and select the CPM tabCheck the Communication Task Management (CTM) option checkbox:

Start the CPM Administrator application (start the CDT application and select File CPM Administrator) and configurethe e-mail directory:Select the Settings - Common view.Select the Messages tab and enter the directory name:

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4. Give the users rights for an appropriate user group, for example -Licensed-:Select the Users tab.Check the checkbox of the desired user group.Click the button, the dialog window opens:

Click the button in the dialog window.Check those users whom you want to give rights for this user group.

5. Give the users rights to the activity created above:Select the Activities tab.Check the checkbox of the activity EMAIL.Click the button, Check the desired user group’s checkbox, for example -Licensed-.

Click the button. All members of the user group have rights for the activity, that is, they appear to the

left field of the dialog window.

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6. Enable the connection between the phone and the Communication Task Management application:Select the Settings - Common view.Select the Phone tab and click the Manage users button in the Connection to phone (ClientCom) field.Check the desired user group’s checkbox, for example -Licensed-.Click the button:

7. Apply changes. Now when your system is up and ACME_CORE is running, the configuration changes are not taken into use withoutusing Apply function both in the application and queue level.

Apply changes in the application level:Select the application CC, click the Source file field and the Apply button:

Apply changes in the queue level:Select the queue, click the Displayed name field and the Apply button:

8. Open Outlook using account BCMTR\TR12 and send a test e-mail to the email channel address [email protected]

9. Open the Communication Task Management application and the test task, and reply to it. The system creates a new activity and profile called E-mail, and theusers get rights to it automatically when they open the Communication Task Management application for the first time.

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11 IVR installation

DISTURBANCE IVR is used typically to quickly add (record) and activate an extra prompt in service to tell caller(s) informationwhile queuing. E.g. in ticket selling company that the tickets for a certain event have been sold out. (NOTE: Example application delivered in training materialor from BCM support. More detailed information about IVR applications can be found from IVR_administration_guide.pdf.)

1. Create an ODBC connection called ACME_CEM from the workstation to the SQL server where the customer CEM database is located usingData Sources (ODBC) wizard found in Start Administrative Tools

2. Install IVR Administrator application with Virtual Unit Administrator (VUA) tool3. Open IVR Administrator tool from the icon on the desktop4. Add the customer: ACME5. Add an application called: DISTURBANCE6. Fill the information fields to create the application

7. Click OK twice8. In IVR Administrator tool select File Import9. Open the sample MS Access database file to find the application to import10. Select the correct application, click Select11. Question ‘Import all data from source application [Sample_Disturbance] to the current application [DISTURBANCE]?’: Yes12. To activate the application select File Activate13. Select correct folder to save the python file, by default: C:\Program Files\SAP\BCM\VU\ACME_CORE\python14. Question ‘Update application data to production database?’: Yes15. Question ‘Please enter the username for the current datasource [ACME_CEM].’: BCMTR\BCMAdmin16. Question ‘Please enter the password for the current username [BCMTR\BCMAdmin].’: Training0817. Question ‘Clear and insert the application default schedule data to production database?’: Yes18. Question ‘Update the default prompt file structure to CEM server?’: Yes19. Browse the correct path for prompts, by default: C:\Program Files\SAP\BCM\VU\ACME_PSTN_1\prompts20. Confirm path by clicking Yes21. If all goes ok there should be a web page opening: ‘Solution activating result: SUCCESS ‘22. Copy wav files to correct place: C:\Program Files\SAP\BCM\VU\ACME_PSTN_1\prompts\DISTURBANCE\Msg23. Add following parameters and values to DISTURBANCE application:

BACKDOORID = 12345CUSTOMPROMPT = filenamePROMPTACTIVE = 0

24. Add numbers 1094 and 1095 for the DISTURBANCE application in Queues -> Channel page25. To activate the new parameters select DISTURBANCE application and activate ‘Source file’ field and click Apply button.26. To activate the new numbers select DISTURBANCE queue and activate ‘Displayed name’ field and click Apply button.27. Start using application by calling to application backdoor number (1095) and follow the instructions from DISTURBANCE IVR.

Name of the application: DISTURBANCE

Select correct B-number for the application (1093)

Type the ODBC data source name andCEM database name

Click the message path and record path fields to get the correctpaths there automatically

Note: Parameter names are case sensitive!

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12 Troubleshooting, log level changes

1. Call dispatcher log level can be changed from Application server – Parameters page by changing theLogLevel value and then selecting one of the patterns in Routing page, clicking mouse on the Descriptionfield and then clicking Apply. System starts to use the setting immediately.

2. Webclient log level can be changed from Windows registry by adding a key LogLevel to WebClient level:

or if the AllowShowStatus key with value 1 has been created you can open page http://<ip.address>/showstatus.htm and select desired log level from the web page. Cache page can be enabled wit key AllowShowCache = 1.

NOTE: In both cases system starts to use the setting almost immediately, max 10 seconds delay.

3. All other BCM components have a registry key called LogLevel by default set to 0 or 1, e.g. Connection server:

NOTE: Typically you need to restart the component to start using the new value.

4. CDT log level can be set with advanced application parameter: appcnf_UI_loglevel

Application-specific => Defines the log level for the client, terminal components and CEM, that is, how detailed are the log files created on the workstation. Ifyou define a value other than 0, it surpasses the lower level that user may have selected in their personal settings. 0 = none, 1 = low, 2 = medium, 3 = high, 4=very high, 5 = debug. Only the values 0 to 3 can be set in the CDT user interface. We recommend only the values 0 to 2 in continuous use. The default value is0.

5. CDT log level can be set also per session by starting the CDT with following syntax: http://<ip.address>/cdt/?arg=loglevel=5

Notes:

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13 Adding users with Bulk Update Tool

Using SAP BCM Bulk Update Tool it is possible to add users, passwords, skills,queues, queue settings etc. to an existing BCM system.

Fill the Excel sheets with correct information and create a sql script file with the toolRun the script with in SQL Server Management Studio to correct CEM databaseScript creates new accounts and queues and modifies the existing ones

Bulk Update Tool is delivered in training material or from BCM Support.

Pictures of users can be used in CDT and User Administrator by adding the pictures using the email address of the user as a part of the file name ([email protected]) as shown in the picture below. Save the picture to Thumbnails folder of the web virtual unit e.g.…\VU\ACME_WEB\web\Thumbnails. The size of the picture can be starting e.g. 80 x 100 pixels. Using small pictures is recommended.

CDT: User Administrator:

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14 GLOSSARY

ABBREVIATION (TERM) DESCRIPTION OR SYNONYM3G (third generation) A level of development related to wireless technologies. The preceding levels were 1G

(included analog standards such as FDMA and NMT), 2G (included digital standards such asCDMA and GSM), and 2.5G (included the packet-based GPRS standard). The 3G standardsinclude UMTS (based on GSM) and WCDMA (based on CDMA).

A number The number where the call or message comes from (the caller’s number or the source number).

Absence A status in the PRS 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 BCMdatabases. See BCM Master Guide for more information.

ADS (Active Director Synchronizer) A service that transfers user accounts from Active Directory to the CEM database.

Agent A user who handles queue calls and interacts with customers. Usually related to contact centers.

APO (Access Point) One of the databases in the Reporting system, works as an access point for operative SQLdatabases and controls the DTE job.

ASP (application service provider) An enterprise that provides other enterprises or individuals remote access to applicationprograms and services over the Internet.

Attended transfer A call is transferred to another number only after the person it is transferred to answers thephone. The call is put on hold automatically, and you can release it and continue if the otherparty does not answer. Compare to the blind transfer method.

Auto-allocation mode The call queue mode where you automatically get the next inbound call from the queues inwhich you are currently serving as an agent. The call is offered to one agent at a time. Compareto the hunt group mode.

Availability information Indicates whether a user is absent or present. Related to PRS profiles.

B number The target of the call or message (the destination number).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.Bridge (H.323 or SIP) A core module for connecting the registered terminal devices and the gateways to the CD core

module.C number The target of the call which is forwarded from the B number.Campaign Defines the contents of the outbound call set (such as the customers, scripts and special rules) in

the Outbound Desktop application.CBC (Call Bandwidth Control) CBC enables reserving a certain bandwidth for voice streams of definite users or location.

CD (Call Dispatcher) The core module for low-level call handling.CDT (Communication Desktop) An end user application for enterprise telephony systems and contact center operations.

CEM (Contact Event Manager) The core module for top-level call handling.CEM database The system database for call handling.Chat, chatting Real-time communication between users using computing devices.Chat Server, Chat Portal Server Server components that must be installed in the system if the chat channel is used.

CPI (Chat Portal Interface) Chat Portal defines the external API that internet chat client uses to communicate with SAPBCM. See BCM Master Guide for more information.

ClientCom The communication interface between the client-level applications. See BCM Master Guide formore information.

ClientCore The communication interface provides access into the core of the BCM software telephone. SeeBCM Master Guide for more information.

CMC (Communication Mobile Client) An end user application for mobile phone users.Codec (coder/decoder) A module which combines analog-to-digital and digital-to-analog conversion.

Company An external customer or an internal employer in the CPM database. Contacts are always linkedto one or more companies.

Connection Server (CoS) A mandatory server component that carries out communication to the end-user interfaces CDTand CMC via a TLS-secured connection.

Contact An external customer or an internal employee in the CPM database. When internal useraccounts are transferred from the CEM database to the CPM database, they are interpreted ascontacts. Contacts are always linked to one or more companies.

CPM (Contact Process Manager) database The system database for managing customer information and activities (such as tasks).

CPM Administrator An administration application related to the CPM database and predefined outbound callcampaigns.

CT Outlook (Communication Toolbar for MS Outlook) An extension application which makes it possible to use some telephony and availabilityfunctions in the MS Office Outlook application.

CTM (Communication Task Management) An end user application related to task management. It is also used for creating and maintainingcustomer data and personal segments.

Customer In the CPM database: an external company or contact. In the ASP system model: a separatesubsystem.

Customizer, customizing file A text file in the CEM server which contains dedicated customer-specific values.

DAI (Directory and Availability Interface) Server-to-server interface that provides directory data and presence information. See BCMMaster Guide for more information.

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Data Collector A server component that collects reporting and monitoring data. Required if Reporting orOnline Monitoring applications are used.

DB, db (database) A collection of information which is organized by using predefined rules.

Dialer A module that controls the outbound call sequence, timing and agent assignment in theOutbound Desktop application.

Directory Either a CEM directory defined in the System Administrator application, or a segment which isdisplayed as a contact directory in the Communication Desktop (CDT) application.

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 Reportingapplication.

EII (External IVR Interface) External IVR Interface enables that an SIP enabled speech recognition IVR server can beintegrated into BCM system. See BCM Master Guide for more information.

E-mail channel The queue type which is used for receiving and handling e-mail messages.

External agent A user who is logged into the software from an external number (mobile or fixed). Externalagents serve in queues remotely.

ETC (External Terminal Controller) A core module that translates the protocol used with desk phones into a protocol used with softphones. This enables that certain CDT functions such as PRS can be used with the desk phonesas well.

FBR (Federation Bridge) A core module for interconnecting several BCM systems. Used in ASP systems.

GK (gatekeeper) (H.323 or SIP) A core module for registering the terminal devices to the CD core module.

GUI (graphical user interface) The graphical interface for human-computer interaction (HCI). GUIs make it easier to use thesoftware applications compared to command-based interfaces.

GW (gateway) (H.323 or SIP) An external module for connecting the system to an external network (usually to the PSTNnetwork).

H.323, H323 A standard protocol for audio, video, data, internet phone, and VoIP transmissions.

HA (high availability) A system or module which is operational also when uncontrolled interruptions occur.

HAC (High-Availability Controller) An infrastructure application that ensures one of the redundant virtual unit instances is runningall the time.

History Database Database for saving data for Reporting and Online Monitoring applications. It is installedautomatically when the CEM Database or Reporting Database is installed.

Hunt group mode The call queue mode where you can pick an inbound call from the queues in which you arecurrently serving at as an agent. The call is offered simultaneously to all agents who are loggedinto the queue. Compare to auto-allocation mode.

IA (Infrastructure Administrator) An administration application for creating the system model, and starting and stopping allcomponents 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 managingservices and sharing information.

IM (instant message) A short messages sent and delivered using the Communication Desktop (CDT) applicationinternally in a BCM system.

Inbound Incoming (contact events).

Internal Web Services (IWS) A core server component required for the communication process.

IP (Internet Protocol) The method and technology for sending data between computers on the Internet.

IP phone A telephone based on IP technology.

IVR (Interactive Voice Response) A system which supports interaction between the caller and the system. For example, the callermay hear a prerecorded prompt which instructs them to enter data with the phone keypad.

LAN (local area network) A group of computing devices which are used over a shared data line within a limitedgeographical area.

LRI (License Reporting Interface) LRI provides access to information related to the current and past provisioning situation and theusage of different functions in a BCM system. See BCM Master Guide for more information.

MCTABUFF The core module required for ClientCom integrations and the task management integration.This ActiveX component is installed on a client workstation.

Mobile phone A cellular telephone.

MRS (Media Routing Server) The core module for playing prompt files. It also converts the RTP stream into a WAV filewhen a caller leaves a voicemail message.

MSI The file format for Microsoft Windows Installer packages.

MTD (Multiterminal Desktop) Functions for defining multiple terminal devices for receiving inbound calls, and for selectingwhich one of the devices is used when making outbound calls. Used in the CommunicationDesktop (CDT) application.

NAT (Network Address Translation) An IP address used in one network (the inside network) is translated to a different IP addressknown in another network (the outside network). Often involves address mapping and firewallconfiguration to improve security.

OB Desktop (Outbound Desktop) An end user application related to predefined outbound call campaigns.

OII (Online Interaction Interface) OII interface provides methods for handling agent statuses and channel/queue assignments, andperforming telephony and other communication operations in BCM system. OII is dedicated tocommunication with the SAP CRM system, but it is not limited to that. See BCM Master Guide

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for more information.

OLAP On-line analytical processing. Related to the Reporting application.

OPER_DIR The default queue for passing personal inbound calls within the BCM system

Outbound Outgoing (contact events).

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 Desktopapplication.

Person An external individual in the CPM database. Persons are not connected to companies and areusually private persons.

POP (point-of-presence) An internet access point which has a unique IP address and provides access to the rest of theInternet.

Presence A status in the PRS system when a user is free and can be reached.

Prompt An audio message file in the WAV format.

PRS (Personal Reachability Services) Functions related to the availability information. The selected PRS profile tells other users ifyou are available or not. Used in the Communication Desktop (CDT) application andCommunication Mobile Client (CMC) application.

PRS profile An absence, presence or conference profile which defines how inbound calls are handled whenan appropriate profile is selected.

PSTN (public switched telephone network) The collection of interconnected public telephone networks and systems.

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 routing The rules for offering calls to the agents who are serving in the queues in the auto-allocationmode.

R number The term used for the original external source number (the A number) in the following specialcase: the system is configured to display the original number even if the call has been forwardedwithin the system before it is finally forwarded to another external number. Normally thesystem 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 thathave been handled in a BCM system. See BCM Master Guide for more information.

RDIBW (Reporting Data Interface for SAP NetweaverBW)

RDIBW is the former SAPphoneBCM interface. The name was changed after the actualintegration to SAPPhone is performed via the Online Interaction Interface (OII) interface sinceBCM version 6.0 SP5. RDIBW offers integration to one SAPPhone function only,SPS_STAT_DATA_GET, and it is dedicated for collecting reporting data. The component andexecutable are still called with the old name. See BCM Master Guide for more information.

Reporting An application using data warehouse technology for effective reporting.

Reporting Database Database for saving data for Reporting application.

RTP (Real-time Transport Protocol) A standard protocol for audio, video, data, internet phone, and VoIP transmissions.

SBR (skill-based routing) A queue routing method in the software. The software offers calls to the agents who are mostsuited to take the call.

Segment A target group which is created in the CPM database and displayed as a directory in the CDT orCMC application. It contains persons, contacts, and companies. Segments may be company-wide (created in the CPM Administrator application) or personal (created in the CDT or CTMapplication).

SIP (Session Initiation Protocol) A standard protocol for audio, video, data, internet phone, and VoIP transmissions.

SMS (short message service) The method for delivering short messages to mobile phones.

SOAP (Simple Object Access Protocol) The method which allows an exchange of data between applications running on differentplatforms.

SQL (Structured Query Language) A programming language used for database queries and updates. May also refer to a databaseserver or program.

SRTP (Secure RTP) Configuration that uses encryption in the RTP signaling.

SSR (Server-side Recording) Configuration where the recorded files are saved on the server, instead of the client workstation.Enables that recording can be used for desk phones as well.

Superior-assistant A role related to special queue functions.

Switchboard Traditionally hardware (a telephone routing table) for routing and connecting calls to otherusers.

System Administrator An administration application related to the system data and configuration.

TAPI (Telephony Application Programming Interface) A programming interface which allows you to make telephone and video calls using computers.

TCP/IP (Transmission Control Protocol/InternetProtocol)

A method and language for sending data between computers on the Internet.

Terminal The core module required for the phone functions in the Communication Desktop (CDT)application. This ActiveX component is installed on a client workstation.

TMI (Task Manager Interface) TMI provides methods for handling tasks in a BCM system. See BCM Master Guide for moreinformation.

User Administrator An administration application where user accounts and their rights are created and maintained.

UTC (Coordinated Universal Time) The standard time system used in the software. Times in different time zones are calculated inrelation to the UTC time.

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WLAN (wireless local area network) A group of computing devices which are used over a wireless link within a limited geographicalarea.

Voicemail Traditionally a telephone answering service where callers can leave messages into a voicemailbox. Also an application in the BCM system.

VoIP (Voice over internet protocol) A method for transferring voice signal over the Internet.

VPN (virtual private network) A method for offering remote users secure access to a network.

VU (virtual unit) A group of technical services that are managed as a single unit. Related to the systeminfrastructure. BCM software is installed in the virtual units that have redundant instances ontwo or more physical computers. HAC controls that one of the instances is active at a time.

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