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Installation example
SAP AG 2013
Table of Contents
Scope ............................................................................................................................................................................................................................................................ 6
Prerequisites ................................................................................................................................................................................................................................................. 6
Planning Server Roles and Requirements.................................................................................................................................................................................................... 7
Planning System Model ................................................................................................................................................................................................................................ 7
Plan for test/demo environment .................................................................................................................................................................................................................... 8
Example installation for BCM 7.0 training ......................................................................................................................................................................................... 9
Example virtual unit configuration for training ................................................................................................................................................................................. 12
Server Roles and Features ......................................................................................................................................................................................................................... 14
Certificates .................................................................................................................................................................................................................................................. 15
Install Trusted Root Certification CA certificate (.p7b file) .............................................................................................................................................................. 15
Connection Server certificate .......................................................................................................................................................................................................... 17
Edit Connection Server certificate information file .......................................................................................................................................................................... 17
Create Connection Server certificate request file ............................................................................................................................................................................ 17
Create Connection Server certificate with local CA ........................................................................................................................................................................ 18
Connection Server certificate installation ........................................................................................................................................................................................ 18
1.
Install Connection Server certificate with wizard ................................................................................................................................................................. 18
2.
Install Connection Server certificate Command Prompt ...................................................................................................................................................... 18
Internal Server certificate ................................................................................................................................................................................................................. 19
Edit Internal Server certificate information file ................................................................................................................................................................................. 19
Create Internal Server certificate request file .................................................................................................................................................................................. 19
Create Internal Server certificate with local CA ............................................................................................................................................................................... 20
1.
Install Internal Server certificate with wizard ........................................................................................................................................................................ 20
2.
Install Internal Server certificate with Command Prompt ..................................................................................................................................................... 20
Verifying Certificates ........................................................................................................................................................................................................................ 21
Data Execution Prevention (DEP)............................................................................................................................................................................................................... 22
User Account Control (UAC) in Windows 2008 Server .............................................................................................................................................................................. 22
Windows firewall.......................................................................................................................................................................................................................................... 22
High Availability Driver ................................................................................................................................................................................................................................ 23
Procedure ........................................................................................................................................................................................................................................ 23
Infrastructure Administrator (IA) .................................................................................................................................................................................................................. 24
HAC Node ................................................................................................................................................................................................................................................... 26
Save the system model ................................................................................................................................................................................................................... 28
Installation logs............................................................................................................................................................................................................................................ 30
Adding and configuring virtual units with Infrastructure Administrator ....................................................................................................................................................... 31
ACME_Database ............................................................................................................................................................................................................................. 31
BCM 7.0 database structure ............................................................................................................................................................................................................ 35
ACME_Administrator ....................................................................................................................................................................................................................... 36
Binding virtual IP address to physical IP address ........................................................................................................................................................................... 37
ACME_Agents ................................................................................................................................................................................................................................. 38
ACME_AgentFrontEnd .................................................................................................................................................................................................................... 39
ACME_AdminFrontEnd ................................................................................................................................................................................................................... 40
ACME_PSTN ................................................................................................................................................................................................................................... 41
ACME_Core ..................................................................................................................................................................................................................................... 42
ACME_WebSite ............................................................................................................................................................................................................................... 43
Activate Virtual Units ................................................................................................................................................................................................................................... 45
System Configurator (SC) ........................................................................................................................................................................................................................... 46
Numbering plan ........................................................................................................................................................................................................................................... 48
Number range definition in System Management ........................................................................................................................................................................... 48
System Services.......................................................................................................................................................................................................................................... 49
Voicemail settings ............................................................................................................................................................................................................................ 49
External Agent Settings ................................................................................................................................................................................................................... 50
CMC Settings ................................................................................................................................................................................................................................... 51
Conference Settings ........................................................................................................................................................................................................................ 52
Recording Settings .......................................................................................................................................................................................................................... 53
Email Settings .................................................................................................................................................................................................................................. 54
SMS Settings ................................................................................................................................................................................................................................... 55
Batch Job Server Settings ............................................................................................................................................................................................................... 56
IP Desk Phone Settings ................................................................................................................................................................................................................... 57
Queue Callback Settings ................................................................................................................................................................................................................. 58
Prompt Settings ............................................................................................................................................................................................................................... 59
System Management .................................................................................................................................................................................................................................. 60
Number Range ................................................................................................................................................................................................................................ 60
Authentication policy ........................................................................................................................................................................................................................ 60
MRS module configuration .............................................................................................................................................................................................................. 61
ETC module configuration ............................................................................................................................................................................................................... 65
Channels, Voice ............................................................................................................................................................................................................................... 66
Channels, Email ............................................................................................................................................................................................................................... 67
Channels, Chat ................................................................................................................................................................................................................................ 67
System Languages .......................................................................................................................................................................................................................... 68
Call Switching .............................................................................................................................................................................................................................................. 69
Gateways ......................................................................................................................................................................................................................................... 69
Switching Routes ............................................................................................................................................................................................................................. 71
Other switching rules ................................................................................................................................................................................................................................... 72
Generic Switching Rules ................................................................................................................................................................................................................. 72
Locations .......................................................................................................................................................................................................................................... 72
Barring Groups ................................................................................................................................................................................................................................ 72
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Global Switching Settings ................................................................................................................................................................................................................ 73
Reporting ..................................................................................................................................................................................................................................................... 74
Data Protection rules ....................................................................................................................................................................................................................... 74
Data Destinations ............................................................................................................................................................................................................................ 74
Reporting Groups ............................................................................................................................................................................................................................ 75
Statistic Settings .............................................................................................................................................................................................................................. 75
Monitoring Templates ...................................................................................................................................................................................................................... 76
Directory Management ................................................................................................................................................................................................................................ 77
Presence Management ............................................................................................................................................................................................................................... 78
Profiles ............................................................................................................................................................................................................................................. 78
Settings ............................................................................................................................................................................................................................................ 79
Queue Management ................................................................................................................................................................................................................................... 80
Phone queues .................................................................................................................................................................................................................................. 80
Email queue ..................................................................................................................................................................................................................................... 82
Chat queue ...................................................................................................................................................................................................................................... 83
Queue Groups ................................................................................................................................................................................................................................. 84
Scheduling ....................................................................................................................................................................................................................................... 85
Skills ................................................................................................................................................................................................................................................. 87
User and Role Management ....................................................................................................................................................................................................................... 88
Groups ............................................................................................................................................................................................................................................. 91
Users ................................................................................................................................................................................................................................................ 96
Restarting BCM system after configuration .............................................................................................................................................................................................. 103
Opening the CDT (Communication DeskTop) .......................................................................................................................................................................................... 104
Convergence ............................................................................................................................................................................................................................................. 106
User Settings Template............................................................................................................................................................................................................................. 107
Directory Templates .................................................................................................................................................................................................................................. 108
Skill based routing ..................................................................................................................................................................................................................................... 109
Chat Channel ............................................................................................................................................................................................................................................ 110
Chat Server and Chat Portal Server .............................................................................................................................................................................................. 110
Internet Chat Client ........................................................................................................................................................................................................................ 111
Windows Server 2008 IIS 7 Configuration .................................................................................................................................................................................... 113
CRM Integration ........................................................................................................................................................................................................................................ 115
Installing Integration Interfaces...................................................................................................................................................................................................... 115
IVR Management ...................................................................................................................................................................................................................................... 121
Create a welcome wav file for custom IVR.................................................................................................................................................................................... 122
Configure a prompt file .................................................................................................................................................................................................................. 122
Configure a prompt ........................................................................................................................................................................................................................ 122
Import IVR application ................................................................................................................................................................................................................... 123
Outbound ................................................................................................................................................................................................................................................... 125
Create a campaign ........................................................................................................................................................................................................................ 125
Script example ............................................................................................................................................................................................................................... 126
Running the campaign ................................................................................................................................................................................................................... 129
Adding second Core virtual unit ................................................................................................................................................................................................................ 131
Adding H.323 gateway .............................................................................................................................................................................................................................. 134
Adding an additional application server (HAC node) ................................................................................................................................................................................ 135
Reporting installation and configuration .................................................................................................................................................................................................... 141
Installing Reporting databases ...................................................................................................................................................................................................... 142
Installing the reporting website ...................................................................................................................................................................................................... 143
Reporting Services Configuration Manager .................................................................................................................................................................................. 144
Installing the Standard Reports ..................................................................................................................................................................................................... 148
Reporting user rights ..................................................................................................................................................................................................................... 149
Reports .......................................................................................................................................................................................................................................... 151
Reporting scheduling ..................................................................................................................................................................................................................... 154
Survey IVR ................................................................................................................................................................................................................................................ 155
Steps to create opt-in IVR ............................................................................................................................................................................................................. 155
Steps to create survey IVR ............................................................................................................................................................................................................ 155
Survey IVR reports ........................................................................................................................................................................................................................ 156
Configure a queue to use survey IVR ........................................................................................................................................................................................... 157
Active Directory import .............................................................................................................................................................................................................................. 158
Running the command................................................................................................................................................................................................................... 158
Importing users with wizard ........................................................................................................................................................................................................... 159
Alarm Server ............................................................................................................................................................................................................................................. 162
Personalizing System Configurator........................................................................................................................................................................................................... 164
Personalizing Infrastructure Administrator ................................................................................................................................................................................................ 165
Troubleshooting......................................................................................................................................................................................................................................... 166
BCM system .............................................................................................................................................................................................................................................. 168
Glossary .................................................................................................................................................................................................................................................... 169
SAP AG 2013
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SAP AG 2013
The latest SAP BCM 7.0 documents are found from URL:
http://help.sap.com/bcm70
Documents can be found also from:
SAP Service Marketplace,
http://service.sap.com
Installation & Upgrade Guides
Link can be found from help page.
Meaning
Caution
Example
Note
Recommendation
Syntax
SAP AG 2013
Scope
The scope of this example installation is to install the BCM 7.0 system with basic configuration. Note that this is an
example installation, so it does not fully cover all the aspects of a production environment and high availability best
practices.
We will be installing the system for the fictional company ACME. Throughout this document we will be using ACME
for the customer name. Replace it with your own customer/company name.
This example installation is currently based on the 7.0 SP4 (7.0.4.0) build. Ensure you have the latest version of
BCM software prior to starting installation.
In this document the SAP Business Communications Management software is abbreviated as SAP BCM.
Prerequisites
This installation is for a single-server test/demo installation.
Prior to installing BCM 7.0 software in this single server environment you need:
Windows Server 2008 English Standard 64bit / SQL Server 2008 English Standard 64bit
OR
Windows Server 2008 R2 English Standard 64bit / SQL Server 2008 R2 English Standard 64bit
OR
Windows Server 2003 English Standard 32bit / SQL Server 2005 English Standard 32bit
Install the SQL as per the Installation Guide, using a Case Insensitive collation such as Latin 1 General CI AS.
Collation depends typically on language which is used.
Note that Management Tools is needed, and if you want to install BCM Reporting select Analysis Services and
Reporting Services to be installed but do not configure the Reporting Services.
On all application servers the SQL Native Client must be installed to be able to connect to databases.
http://www.microsoft.com/en-us/download/details.aspx?id=16978
Microsoft IIS 6.0/7.0 (see installation guide for Role selecting for Windows 2008)
Java SE Runtime 6, 32 bit edition (NOTE: 64 bit Java 6 is not supported, Java 7 is not supported)
Link to Java download: http://www.java.com/en/download/manual_v6.jsp
Windows 2003 Server needs Microsoft Visual C++ 2005 Service Pack 1 Redistributable Package ATL Security Update
package to be installed. http://www.microsoft.com/en-us/download/details.aspx?id=14431
Window 2008 Server needs Microsoft Visual C++ 2005 Service Pack 1 Redistributable Package MFC Security Update.
Install the 32-bit version, vcredist_x86.exe. http://www.microsoft.com/en-us/download/details.aspx?id=26347
MSDTC must be running.
You need to install the ASP.NET AJAX 1.0 Installer Package from Microsoft to make the example chat website
working. ASP.NET AJAX is a set of technologies to add AJAX (Asynchronous JavaScript and XML) support to
ASP.NET. It consists of a client-side script framework, server controls, and more.
http://www.microsoft.com/en-us/download/details.aspx?id=883
A single server test system can be a stand-alone server in workgroup but when building multi-server system the servers are
recommended to be members of a domain.
In this example the server is joined to the BCMTR domain, and running with BCMAdmin domain user. This BCMAdmin user is a
normal domain user and has local administrator rights on this example server.
When performing the installation, use this user to login to the server.
More information about prerequisite software can be found from BCM 7.0 Installation Guide.
This installation example is done using Windows Server 2008 R2 and SQL Server 2008 R2. Some differences
can be found with Windows Server 2008/2003 and SQL Server 2008/2005.
SAP AG 2013
Application servers are used for running various applications like the CEM server, Call Dispatcher, SIP
bridge and so on. These applications cause more strain on the CPU capacity than disk I/O or memory. For
large systems, it is useful to dedicate an entire server to one or two applications, but the hardware and
software requirements are similar in all application servers.
Database servers must have the Microsoft SQL Server software installed. These servers have larger RAM
and disk I/O requirements than other servers. As the capacity required by the databases is very large and
very hard to predict, the servers hosting databases should be dedicated only to this task. To ensure the
working reliability the servers should be clustered.
To enable sending/receiving e-mails, a connection to a mail server is required. The connection uses IMAP
protocol and by default the port 143 to read the incoming emails. Sending of emails requires SMTP Virtual
Server to be configured using Internet Information Service IIS 6.0 Manager.
If the Reporting application is used, we recommend that you reserve a separate server for it. The Reporting
application requires that Analysis Services and Reporting Services components of the SQL are installed on
the server.
The system should have administration workstation(s) that can be used for running the Infrastructure
Administrator (IA) software.
More information about planning can be found from BCM 7.0 Master Guide
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Server Name
BCM00
10.31.99.130
ACME_Database
ACME_Administrator
ACME_Agents
ACME_AgentFrontEnd
ACME_AdminFrontEnd
ACME_PSTN
ACME_Core
ACME_Website
BCM00\ACME
10.31.99.131
10.31.99.132
10.31.99.133
10.31.99.134
10.31.99.135
10.31.99.136
10.31.99.137
ACME_Reporting_DB
ACME_Reporting_Website
ACME_Standard_Reports
BCM00\ACME
10.31.99.138
(underscore)
instead)
(syntax: SERVERNAME\INSTANCENAME)
Optional:
ACME_Integrations
ACME_Core2
ACME_PSTN2
Additional:
ACME_Chat
10.31.99.139
10.31.98.136
10.31.98.135
(in this document we are configuring the chat web site
10.31.98.130
NOTE!:
Never use the server physical IP address as a virtual IP address for virtual unit!
(if HAC inactivates a virtual unit having the physical IP address the connection to server is lost)
More detailed information about installation is found from BCM 7.0 Installation Guide.
Never use the same variable values (IP addresses, virtual unit names, certificates etc.) in test system(s)
and in production system(s).
SAP AG 2013
The purpose of this example is to install and configure BCM system for a customer called ACME with following items:
Customer name:
ACME
Queues:
1000
1001, 1004
1002
1003
Switchboard
Sales
Sales Callback
Marketing
Built in IVRs:
Presence IVR number
External agent IVR number
CMC IVR Number for Source Number Masking
CMC Recording IVR Number
Conference IVR number
ETC IVR Number
Callback queue IVR number
1099
1098
1097
1096
1095
1094
1093
Custom IVRs
Menu Custom IVR
OptIn IVR and Survey IVR
1080
1081, 1082
Other queues:
Chat queue
E-Mail queue
ACME Chat
ACME E-Mail
chat@acme.com
emailbox@bcmtr.com
CEM Server
- Email Sender
Call dispatcher
- SIP bridge for gateways
Directory Server
- SIP Bridge for hard phones
Connection Server
- Agent Server
H323 Bridge for gateways
- External Terminal Controller for hard phones
Media Routing Server(s)
- Data Collector
Batch Job Server
Gateway(s) to public telephone network, so that calls are routed to PSTN
Patterns, routes and destinations to be able to make calls out to PSTN
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Following diagrams which are showing different dependencies/connections between different components or
functionalities are collected from these documents
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Certificates
A certificate is mandatory for the Connection Server (CoS) to be used with the connections from Communication
DeskTop (CDT) and System Configurator (SC).
In this example installation we will also be using a certificate to secure the connection between BCM components,
an Internal Server Certificate. NOTE: Internal Server certificate is not mandatory.
Recommended syntax for certificate names is e.g.: COS.<Customer_Domain_Name>:
Connection Server Certificate = COS.ACME.COM
Internal Server Certificate
= BCM.ACME.COM
NOTE: When buying these certificates from commercial CAs the names must be registered in internet DNS servers. It can take a few days.
In this example document we are using Windows Server 2008 R2. Screen shots may differ with other operating systems.
For customer installations in ASP environments it is recommended to use certificates issued by public Certification Authorities
(CA), such as Thawte, Verisign etc. For internal, demonstration or training purposes you can set up a private certificate server
using the tools included in the Microsoft Server software, and use a self-signed certificate.
You can acquire certificates using tools on a public CA web page, or in the Microsoft IIS Manager, or follow the example below.
The example is generic; always follow the instructions of the CA and certificate you have chosen to use.
The issuer of the certificate should now appear on the list of trusted CAs.
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After installing the trusted root CA certificate you can start making certificate requests.
With only the OID = 1.3.6.1.5.5.7.3.1 line the certificate can be used as an SSL server certificate. Ensures the
identity of a remote computer.
Used typically with Connection Server Certificate.
Adding the second OID = 1.3.6.1.5.5.7.3.2 line the certificate can be used also as an SSL client certificate. Proves
your identity to a remote computer.
Both OID setting lines are needed for Internal Server Certificate.
(More detailed information about certreq.exe command line parameters can be found from:
http://technet.microsoft.com/en-us/library/cc736326(WS.10).aspx)
NOTE: Do not enter the country name but the two-character abbreviation defined in the ISO 3166 standard, for
example Finland = FI, Sweden = SE, Germany = DE.
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You can find the certificate templates by default from the folder:
D:\SAP\BCM\Install\7.0.x.x\Examples And Templates
Use these files when creating certificates.
If you buy a certificate from any commercial provider you should now get the certificate from there using the
contents of the newcert.req file. When you receive the certificate save it with a name e.g. certnew.cer and
continue from Install certificate with wizard or Install certificate with command prompt.
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OR
Open MMC and select Personal, right click the Issued To area and select All tasks Import...
Browse the D:\SAP\BCM\certnew.cer file, click Next, Next, Finish.
you can import the certificate with Command prompt
Start the command prompt using selection Run as administrator and change to the directory,
where you have the certificate files.
Execute the following command in command prompt, using the name you chose above:
D:\SAP\BCM:\>certreq accept certnew.cer
If everything goes as expected, the command does not write any response on the screen.
The certnew.cer certificate(s) are going to be installed on the application server(s) where the Connection Server is
installed and running. Each application server where the Connection Server is running needs its own connection
server certificate. Certificate can be also exportable.
The certnew.p7b certificate is going to be installed also on workstations in which you are running BCM soft
phones, Communication DeskTop (CDT) or Convergence or System Configurator (SC).
This certificate (certnew.p7b) is needed to tell to workstation that the server that has issued this Connection Server
certificate (certnew.cer) is a trusted CA.
NOTE: If you buy/receive the certificate from e.g. Thawte or Verisign or any other official trusted CA, then you
typically dont need to install anything on the workstations. The certificate can be also exportable so it can be
installed to all servers where Connection Server is running.
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You can find the certificate templates by default from the folder:
D:\SAP\BCM\Install\7.0.x.x\Examples And Templates
Use these files when creating certificates.
Create the certificate request in a text editor, e.g. Notepad. Copy/paste the text into Notepad.
NOTE: Ensure to name the file differently so you dont overwrite your previous certificate.
Create Internal Server certificate request file
Start the Command Prompt using right click selection Run as administrator and change to the directory, where
you saved the file above.
Execute the following command in command prompt using the file name you have created above:
D:\SAP\BCM:\>certreq new newcert2.inf newcert2.req
If everything goes as expected, the command does not write any response on screen, but a new file called
newcert2.req appears to the same folder. You will need this file in the next phase.
The request looks something like this:
-----BEGIN NEW CERTIFICATE REQUEST----MIID1jCCAz8CAQAwgZkxEDAOBgNVBAYTB0ZpbmxhbmQxEDAOBgNVBAgTB1V1c2lt
YWExDjAMBgNVBAcTBUVzcG9vMRAwDgYDVQQLEwdUZXN0aW5nMTEwLwYDVQQKHigA
VwBpAGMAbwBtAF8AQwBvAG0AbQB1AG4AaQBjAGEAdABpAG8AbgBzMR4wHAYDVQQD
YQBwAGgAaQBjACAAUAByAG8AdgBpAGQAZQByA4GJhvcNAQEFBQADgYEAlCsy8S0q
AQBmz4OVf6BSkFbwxfc92ejPBl7kbMJefoVaJZKpE5up6SxJBiDCZ2DrWTDKaW79
bX6x+0bWj3Wih39+/xTvL6weswnFhFgw/loTp/DECEESXPsyLv/cztrI3jTI+J+J
ZGH4uL3QvJhWWEb78bd2imOa+1ebDX1V+w0=
-----END NEW CERTIFICATE REQUEST-----
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If you buy a certificate from any commercial provider you should now get the certificate from there using the
contents of the newcert2.req file. When you receive the certificate save the certificate with a name e.g.
certnew2.cer and continue from Install certificate with wizard or Install certificate with command prompt.
OR
Open MMC and select Personal, right click the Issued To area and select All tasks Import...
Browse the D:\SAP\BCM\certnew2.cer file, click Next, Next, Finish.
you can import the certificate with Command prompt
Start the command prompt using selection Run as administrator and change to the directory,
where you have the certificate files.
Execute the following command in command prompt, using the name you chose above:
D:\SAP\BCM:\>certreq accept certnew2.cer
If everything goes as expected, the command does not write any response on the screen.
NOTE: The Internal Server Certificate must be created and then exported to every server where
BCM components are installed. More information about this in the chapter where an additional server is
added to BCM system.
Commands used during the creation of certificates:
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Verifying Certificates
To check that the certificates are properly installed, you can use the Certificates MMC Snap-in.
Procedure
o
o
o
o
o
o
In the Windows Start menu, select the Run option, type MMC and click the OK button.
In the MMC window, select File Add/Remove Snap-in.
Select Certificates then click Add.
In the Certificates snap-in dialog, select Computer account, click Next.
In the Select computer dialog, select Local computer: , click Finish.
Click Close, OK.
In the left hand tree, navigate to Console Root - Certificates (Local Computer) Personal - Certificates.
The new certificates should appear on the list on the right side. It can be identified by the Issued To column.
Remember also that the issuer (Issued by) certificate (in Trusted Root Certification Authorities) can expire.
Before expiration of the Connection Server certificate renew it (common name of the certificate can be the same) and
install the new certificate to server, inactivate Connection Server and delete the old expired certificate, activate
Connection Server again. Connection Server starts using the new certificate.
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If the setting is enabled for all programs and services, add the CEM Server to the list of exceptions.
This can be done after installing the core virtual unit.
If the setting is enabled only for essential Windows services it does not affect to CEM Server.
Windows firewall
Windows firewall can block connections
between BCM application servers.
Configure firewall to allow communication
between servers
In the picture the firewall has been set off,
it is recommended to configure proper
rules for different kind of communication.
rd
If you have 3 party firewalls you may need
to configure those also.
Default ports used in communication between
BCM components can be found from
documentation.
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Procedure
1. Open Control panel Network and Sharing Center Change adapter settings. A list containing network
connections is displayed.
2. Select the network connection that the BCM system uses.
3. Right-click that connection and choose Properties. Properties for the network connection are displayed.
4. Click the Install button. A feature list is displayed.
5. Choose Protocol and click the Add button. The Select Network Protocol view is displayed.
6. Click the Have Disk button, the Install From Disk dialog is opened.
7. Click the Browse button, go to the \Install\7.0.x.0\High Availability Driver\contents folder, choose the
BcmHaDriver.inf file and click the Open button. The dialog closes and Select Network Protocol
dialog opens.
8. Select
The BcmHaDriver is now installed and you can close any remaining dialogs.
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In this example we are using D:\ drive to install the BCM software.
NOTE: In multi-server environment it is recommended to use a shared install media folder. It can be shared folder
on a dedicated file server, on one of the application servers or it can be on the SQL cluster as a resource which is
always available.
1. Copy BCM 7.0.x.x software package to install folder D:\SAP\BCM\Install on the selected server.
2. Create a share; right click the Install folder and select Share with Specific people
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On every BCM server start installation by opening the shared folder:
\\BCM00\Install\7.0.x.x\Infrastructure Administrator
Double click BCM Infrastructure Administrator 7.0.msi.
Enter in the information for the location of:
- Home Directory for BCM Software
- Install Media Directory for BCM Software
- Log directory for Infrastructure Administrator
D:\SAP\BCM\
\\BCM00\Install\
D:\SAP\BCM\Logs\
Click Install
Once the installation is completed,
there will be an Infrastructure Administrator
icon on the desktop.
Double click this icon and it brings up the
window as per below.
Benefit of having the shared install media folder is that when adding hotfixes or new support packs to
base installations it must be done only in one place and all HAC nodes can detect the changes very
easy.
When/if using local install media folder on every server you must remember to add hotfixes and support
packs to every server and remember to add those changes to base installations.
NOTE: In BCM 7 system the databases must be installed before any other virtual unit!
All other virtual units add information to configuration database, if the configuration database is not accessed the
installation will fail.
Database installation can be done by installing Infrastructure Administrator (IA) to SQL server as a mock node,
without HAC service. Software installations can be done without HAC service. If the HAC service is installed also to
SQL Server it can be a part of the system model and the variables used in creating database virtual unit can be
utilized in other virtual units to be created.
An example document of 5 server installation is available; see more details of multi-server installation from there.
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HAC Node
HAC node is a server running High Availability
Controller (HAC) service.
The first step in installation is to add the HAC node(s),
the application servers, to system model.
Right click HAC Nodes Select Add HAC Node...
Enter in:
Name of the HAC Node
IP Address for the HAC Node
Server Port
Administration Port
21012
21014
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In the right hand pane, expand the block Deployment Variables for High Availability Controller.
Edit the properties:
BCMTR\BCMAdmin
BCM.ACME.COM
BCM00CA
COS.ACME.COM
BCM00CA
BCMTR\BCMAdmin
********
(the Windows password)
Click Save
HAC service with correct user name has now been installed and started.
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To check the HAC service go to Start All Programs Administrative Tools Services.
Scroll down to SAP BCM HAC BCM00 and check
that the service has the correct Log On As user
BCMTR\BCMAdmin
NOTE: When creating the admin user account for BCM system use strong password
which is not changed after creation. If you change the password BCM stops working
until the correct password is entered in several places in virtual units and also for the
HAC service.
Enter in:
User Name = BCMTR\BCMAdmin,
Password = Windows password
Certificate Name = COS.ACME.COM,
then click Connect
(Certificate name is needed because when installing
the HAC service we configured Client Connection
Security information.)
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After a short while the HAC node(s) appear with green arrow
if the configuration is correct.
This step ensures that Infrastructure Administrator can communicate with (all) HAC Node(s).
If green arrows dont appear, recheck your configuration. HAC log is typically the first place to start the
troubleshooting. By default in this example the logs are in D:\SAP\BCM\Logs\ folder.
When Infrastructure Administrator (IA) and High Availability Controller (HAC) service start to communicate HAC
service creates automatically two files into the D:\SAP\BCM\VU\<nodename>\etc folder:
hacmodel_<nodename>.xml
backupmodel_1.xml
More detailed information about all of the fields in the IA can be found from application help. The purpose of this
example is to build a running system which can then be fine-tuned depending of the needs.
To install HAC service you need to install Infrastructure Administrator locally to all BCM servers and configure the
HAC node.
Virtual units can be installed to any configured HAC node where HAC service is running remotely from any other
HAC node where you have IA running.
HINT: Housekeeping is important; the old backupmodel_##.xml files should be deleted from this folder
periodically, only the latest version with biggest version number is in use.
HINT: Its recommended to use only one active IA from where you edit and change system settings. You can
configure View-only user account(s) to monitor the system without being able to change any settings . When using
remote connections to servers or any administration pc, use connections that connect to console.
(E.g. use Run-command: mstsc /admin (or mstsc /console) to make real console connection with Remote
Desktop)
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Installation logs
Set user interface logging as follows to get better installation logs.
The default installation log level is Error Messages, set higher level e.g.
Tracing Information Messages.
Open Settings Set Local Logging Parameters and select option.
Set also in Settings Set User Interface Parameters the Right Mouse
Button Selects Tree Nodes on. It is also possible to change the look and
feel of the user interface from here.
To get better installation logs in the user interface log frame set the
Set Deployment Log Level e.g. to Trace.
Default is Errors Only.
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Time zone
Common variables:
It is recommended to use Windows authentication
instead of SQL authentication for security reasons.
Maintenance Address or Name of the
Database server for Configuration Database
Configuration Database Name
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BCM00\ACME
ACME
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(in this example the SQL named instance has been installed using customer name, BCM00\ACME, and the configuration database name is
using the customer name ACME)
BCMTR\BCMAdmin
Default language
English
1000-1099
1 month
Click Save
*)
Tips & Hints:
Monitoring History Data Retention Time has now biggest value of 15 years. In some
use cases Monitoring must store data for several years. Monitoring data includes
the links e.g. to call recordings. It is recommended that in normal contact center
usage the maximum value should be 3 months.
If you need to save the information for a long period (e.g. to be able to listen the
recordings) you should install one monitoring database for this normal daily online
monitoring usage and second monitoring database for the long time usage. Also a
new monitoring website should be created to use this long time monitoring
database. Daily online monitoring might become slow if the data retention time is
long and database has a huge number of contacts.
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IMPORTANT TO CHECK:
Make sure that all virtual unit level variables like $DB_SERVER_CONFIGURATION$ have a real value on the HAC
node level. See the next pictures. This applies to all virtual units that you install.
Variables in Virtual unit level shows values like $DB_SERVER_DIRECTORY$:
same information on HAC node level after Add Instance, variable names have now been evaluated and must have real values
like BCM01\ACME:
Exception: the web site names and log paths can have a variable name as value also on HAC node level:
-
Exception: Data Collector has a setting which can have a variable name as a part of value HAC node level:
- this is also depending on local HAC node settings
Now when the virtual unit is added under the BCM00 server node in HAC Nodes section, right click
ACME_Database under this node, and select Apply Changes to Local system or Apply Changes to Host.
This installation might take a few minutes. If you are installing databases locally on the SQL server command
prompt windows like in the next picture may open. If the SQL server has HAC running and it is configured to
system model the installation can be done also remotely. Then the HAC instance on the SQL server is doing the
installation and no command prompt windows are shown.
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TIPS and HINTS:
After this step has completed, you can open the SQL Management Studio on the SQL server and check that the
databases ACME, ACME_Directory, ACME_Monitoring, ACME_Monitoring_History, ACME_Operative and
ACME_Outbound have been created. Also four jobs should have appeared related to the customer ACME.
In this picture also reporting has been installed and all BCM related items are shown. The Reporting Data
Transformation Process and Reporting OLAP database management jobs are created when installing reporting
databases.
In production systems the databases are typically installed to dedicated SQL servers, operative databases to one
SQL server and reporting databases to another SQL server. In this picture all databases are running on the same
server for training purposes. (In this picture you can see also reporting databases already installed. The installation
of reporting is done later in this example.)
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Configuration database
Operation database
Directory database
Outbound database
Monitoring database
Monitoring history database
Reporting databases are recommended to install on a separate SQL server. Reporting databases must
be installed to make the history search to work from CDT user interface.
In this installation example the reporting databases are installed after the BCM system is up and running.
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ACME_Administrator
Administrator virtual unit template consists of Agent Server (AS), Batch Job Server (BJS), Chat Server and
Directory Server packages.
Agent Server in this virtual unit will be used by System Configurator (Administration Mode)
Batch Job Server takes care of directory rebuild/synchronization, licence reporting, message/file/outbound campaign
cleaning and database related things
Chat Server is used to handle chat requests (together with CEM Server)
Directory Server is used by CEM Server to show directory information to users/agents.
Time zone
Customer name
BCMTR\BCMAdmin
Tick
BCM.ACME.COM
BCM00CA
Administration Mode
(for System Configurator)
$VU_WDU_Customer$_VWU
http://10.31.99.137:80/doc/
(10.31.99.137 will be the virtual IP address of the website virtual unit)
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All other variables have the default settings inherited from other earlier configured virtual units.
Click Save
Right click on Instances, and select Add Instance to node BCM00.
Remember to check under the HAC node that variable values are evaluated correctly.
Right click ACME_Administrator under the BCM00 node, select Apply Changes to Host or Apply Changes to Local
System.
Physical IP address of
the HAC node
NOTE: If/when you make some changes on the virtual unit level and issue
the Synchronize Instances command the bindings are lost. Synchronizing is
always done after changing base installation or after adding hotfixes.
Remember to restore the correct bindings after synchronizing instances.
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ACME_Agents
Agents virtual unit template consists of Agent Server (AS), External Terminal Controller (ETC) and Media Routing
Server (MRS) packages.
Media Routing Server (MRS) in this virtual unit is used for server side recording
Agent Server (AS) in this virtual unit is used by end user interfaces, CDT and Convergence (Phone User Mode)
External Terminal Controller (ETC) is used by hard phones
Time zone
Right click the Virtual Unit Add Virtual Unit, select the Base installation and select Agents Virtual Unit
Enter the name ACME_Agents and click OK.
Add in the IP address (10.31.99.132) and subnet mask then click OK.
Common Variables:
Server Connection Security:
Internal Server Certificate in Use
Internal Server Certificate Common Name
Internal Server Certificate Issuer
Tick
BCM.ACME.COM
BCM00CA
Click on link
8000
Tick
200
9000
All other variables have the default settings inherited from other virtual units.
Click Save
Right click on Instances, and select Add Instance to node BCM00
Remember to check under the HAC node that variable values are evaluated correctly.
Right click ACME_Agents under the BCM00 node, select Apply Changes to Host or Apply Changes to Local
System.
(remember to bind the virtual IP address on the HAC node level to correct physical IP address)
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ACME_AgentFrontEnd
Front-End virtual unit template consists of SIP Bridge, Media Routing Server (MRS) and Connection Server (CoS)
packages. Frontend virtual unit template has only components that have no connections to databases.
Media Routing Server (MRS) in this virtual unit is for playing the prompts to soft phones and hard phones
Connection Server (CoS) is used by soft phones (CDT and Convergence) and System Configurator (SC)
SIP Bridge in this virtual unit is used only by hard phones
Right click the Virtual Unit Add Virtual Unit, select the Base installation and select Front-End Virtual Unit
Enter the name ACME_AgentFrontEnd and click OK.
Add in the IP address (10.31.99.133) and subnet mask then click OK.
Click on Software, Edit, and add in following information:
Common Variables:
Server Connection Security:
Internal Server Certificate in Use
Internal Server Certificate Common Name
Internal Server Certificate Issuer
Tick
BCM.ACME.COM
BCM00CA
Tick
200
8000
(leave the value 8000 to this field)
Untick (this MRS is not doing recording)
COS.ACME.COM
BCM00CA
All other variables have the default settings inherited from other virtual units.
Click Save
Click Yes, that you want to apply the values anyway. The warning
comes from missing SIP certificate information which is not mandatory.
The missing values dont prevent the installation. It is a security option.
Right click on Instances, and select Add Instance to node BCM00
You will get a message on the screen about missing or invalid values, Click OK, that you want to Proceed with adding the
virtual unit instance?. (This is the same warning as before.) Remember to check under the HAC node that variable values are
evaluated correctly.
Right click ACME_AgentFrontEnd under HAC node and select
Apply Changes to Host or Apply Changes to Local System.
(remember to bind the virtual IP address on the HAC node level to correct physical IP address)
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ACME_AdminFrontEnd
AdminFrontEnd virtual unit consists of Connection Server (CoS) package. This virtual unit is used to separate
Connection Server used by phone users and Connection Server used by administrators. It is also for load sharing
and reliability.
Right click the Virtual Unit Add Virtual Unit, select the Base installation and select EmptyVirtual Unit Element.
Enter the name ACME_AdminFrontEnd and click OK.
Right click Software and select Add Software then select Connection Server from the list and click OK.
Enter in the IP address (10.31.99.134) and subnet mask then click OK.
Click Edit, and check the following information:
Variables for Connection Server:
Certificate Common Name (CoS)
Certificate Issuer (CoS)
COS.ACME.COM
BCM00CA
Tick
BCM.ACME.COM
BCM00CA
All other variables have the default settings inherited from other virtual units.
Click Save
Right click on Instances, and select Add Instance to node BCM00
Remember to check under the HAC node that variable values are evaluated correctly.
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ACME_PSTN
PSTN virtual unit template consists of SIP Bridge, H323 Bridge, Media Routing Server and Prompts packages.
rd
Bridges are used to connect BCM system to 3 party PSTN gateways or other systems using bridge connections like
OCS/Lync
SIP Bridge in this virtual unit is used only for SIP gateways and connections
H323 Bridge in this virtual unit is used only by H.323 gateways
Media Routing Server in this virtual unit is for playing the prompts to PSTN
Prompts are the default audio messages played to callers
(In operational system, if you dont use both type (H.323 and SIP) gateways mixed in same virtual unit, remove the unnecessary bridge
component from configuration. The virtual unit template has both bridge options available by default. In this training example we are using both
for training purposes)
Right click the Virtual Unit Add Virtual Unit, select the Base installation and select PSTN Bridges Virtual Unit.
Enter the name ACME_PSTN and click OK.
Add in the IP address (10.31.99.135) and subnet mask then click OK.
Click on Software and check the following information:
Common Variables:
Server Connection Security:
Internal Server Certificate in Use
Internal Server Certificate Common Name
Internal Server Certificate Issuer
Tick
BCM.ACME.COM
BCM00CA
Untick
NOTE: You can uncheck the Display Names in SIP Messages variable in SIP Bridge block, this variable is not needed with
gateways.
Click Save
. You will get same kind of message as with ACME_AgentFrontEnd virtual unit about
certificate name and issuer.
Click Yes, that you want to apply the values anyway. The warning comes from missing SIP certificate information
which is not mandatory. The missing values dont prevent the installation. It is a security option.
Right click on Instances, and select Add Instance to node BCM00
Click OK, that you want to Proceed with adding the virtual unit instance? (This is the same warning as before.)
Remember to check under the HAC node that variable values are evaluated correctly.
Right click on ACME_PSTN under HAC node and select Apply Changes to Host or Apply Changes to Local
System.
(remember to bind the virtual IP address on the HAC node level to correct physical IP address)
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ACME_Core
Core virtual unit template consists of CEM Server, Call Dispatcher and Data Collector packages.
Right click the Virtual Unit Add Virtual Unit, select the Base installation and select Core Virtual Unit
Enter the name ACME_Core and click OK.
Add in the IP address (10.31.99.136) and subnet mask then click OK.
Click on Software and check the following information:
Common Variables:
Server Connection Security:
Internal Server Certificate in Use
Internal Server Certificate Common Name
Internal Server Certificate Issuer
Tick
BCM.ACME.COM
BCM00CA
All other variables have the default settings inherited from other virtual units.
Notice the RTP Packet length in MS setting (20 ms). This is the default system wide packet length setting. Change
it if you are using other packet length.
Click Save
Right click on ACME_Core under HAC node and select Apply Changes to Host or Apply Changes to Local System.
(remember to bind the virtual IP address on the HAC node level to correct physical IP address)
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ACME_WebSite
WebSite virtual unit template consists of web site including all necessary web services. In large systems these
components could be separated to dedicated virtual units. The template consists of Web Clients, Monitoring Web
Clients, Remote Administration Tools, Product Documentation, Web Server and Email Sender packages. (later in
this example installation the Chat Portal Server is also included into this virtual unit as an example how to add software in
existing virtual unit)
Email Sender is used to send email messages like voicemail notifications and email channel replies using the local
SMTP Virtual server in the operating system.
Other software packages here are creating the complete end user web site
Right click the Virtual Unit Add Virtual Unit, select the Base installation and select Website Virtual Unit
Enter the name ACME_Website and click OK.
Add in the IP address (10.31.99.137) and subnet mask then click OK.
Click on Software, Edit, and add in following information
Variables for Web Clients:
st
1 Connection Server
Connection server IP address
Click on link
and select ACME_AgentFrontEnd
virtual unit (ACME_AgentFrontEnd virtual unit IP
address: 10.31.99.133) or type the IP address
COS.ACME.COM
HINT: When the list of variables gets longer you can use the filter functionality in Variable Relationship
Management window: Type e.g. name COS.ACME.COM to field and hit Enter.
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Variables for Monitoring Web Clients:
Reporting Database Name
Click on link
Click on link
COS.ACME.COM
BCMTR\BCMAdmin
Tick
BCM.ACME.COM
BCM00CA
Click Save
Right click on Instances Add Instance BCM00
Remember to check under the HAC node that variable values are evaluated correctly.
Right click ACME_Website under HAC node and select Apply Changes to Local System or Apply Changes to Host.
(remember to bind the virtual IP address on the HAC node level to correct physical IP address)
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button after all of your virtual units are green to save the Active state for all virtual units.
You can use also Monitoring Views to see the status of the virtual units:
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(NOTE: only 32-bit Java and 32-bit Internet Explorer are supported)
User Name
Password
BCM.Admin
12345678
Click Log On
As this is the first time you are logging in,
you will be asked to change your default password.
Enter a new password, minimum 8 characters .
Enter the same password in the
Confirm New Password field below and click OK.
You dont need any other configuration for a single BCM installation.
The Default connection connects user to correct BCM system.
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NOTE:
If you use the same SC for several BCM systems
you can configure different connection parameters
and save them.
Click the button next to Connection
Enter information as follows:
For example:
Connection name
IP Address
Port
Certificate
ACME
10.31.99.134
21002
COS.ACME.COM
Click Save
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Numbering plan
From the whole number space the BCM system has you can define sub ranges for different kind of numbers
needed for the system. There can be sub ranges for queues, users, IVRs, hard phones etc.
Number Range:
In this example we are creating one internal number range for voicemails and configuring five different ranges for
numbers.
Open System Management Number Range
Add an internal number range using values 100000 -- 999999. Click the
button.
Click Save
1000
Click the
Start:
Start:
Start:
Start:
End:
1009
Type: Queue
button to add this sub range, and do the same for the follow additional sub ranges.
1010
1080
1090
101000
Click Save
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End:
End:
End:
End:
1079
1089
1099
101079
Type: Agent
Type: Custom IVR
Type: Built-In IVR
Type: Voicemail
49
System Services
Voicemail settings
Voicemail IVR application is used as an automatic telephone answering service. Inbound calls can be forwarded to
the voicemail number where callers hear audio messages (prompts) and can leave messages. Accounts can
manage their voicemail boxes by using the Voicemail application or the corresponding functions in other
applications. They can also use the IVR options to manage voicemails remotely.
Configuring the voicemail settings, typical parameters to change:
CEMServer@acme.com
D:\SAP\BCM\VU\ACME_PSTN\prompts\Voicemail
Tick
Click Save
Use
to see
more language
options.
NOTE: When changing the voicemail, recording or prompts paths, notice the
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50
Click Save
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CMC Settings
Communication Mobile Client (CMC) enables using SAP Business Communications Management (BCM) on a
mobile phone. It offers most of the same functions as Communication Desktop (CDT) and Convergence, such as
directories, presence and queue functions, and connection to Online Monitoring and Reporting. The numbers for
this application must be from PSTN range.
The functions that are specific to this application enable:
Linking BCM presence profiles and phone's profiles
Phone diverting number administration
Call Routing and Source Number Masking services
Call recording into own voicemail box
Mobile presence
095460,+35895460
112,999,911
1097
1096
Click Save
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Conference Settings
Conference IVR is an IVR application used with the conference call functions. If this application is defined, it is
possible also to create a conference-type PRS profile. When a user selects the profile, the personal inbound calls
are transferred to this IVR application. The IVR application informs callers that the user they try to reach is having a
call conference, and allows callers to join the conference by using a conference ID. The number for this application
must be from PSTN range.
Click in the field, and enter the number 1095 for Conference IVR application.
Click Save
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Recording Settings
These settings are related to Server Side Recording. The legislation related to data protection and privacy varies in
different countries. You may need to inform the other party that a call is being recorded. This may also be the case
when displaying and hiding digits in phone numbers. Check the local laws and acts related to these issues.
D:\SAP\BCM\VU\ACME_PSTN\prompts\Voicemail\Rec
(path for recordings, in productive systems typically a folder using UNC path, a file share)
Recording mode
Subfolders Created
File Format for Recordings
Specified for User, Queue or Campaign (this gives the freedom for users to select)
Select desired folder structure
Select either GSM or PCM
(GSM format compresses files and saves disk space)
Click Save
in this training example we are using this folder because it is created during installation
in operative system this could be also a shared folder on a file server, e.g. \\SERVER\REC\
shared folder for recordings is good option when all BCM components are located in same location
local folder is for recordings is good option when there is several sites and the recordings are saved locally on the site,
recording files can be synchronized to other locations using File Replication Server
NOTE:
tooltip:
QMS setting In Use is needed only with 3rd party quality monitoring systems. (e.g. Verint, Nice)
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Email Settings
The system handles e-mails in the Communication Desktop (CDT) application as any other contacts, such as
phone calls or chats. E-mails may be placed in a queue to be allocated to agents serving in queue. The outbound
e-mails (replies) are stored in the database and sent to a SMTP server by the E-Mail Sender component. SMTP
Virtual server must be configured with Administrative Tools Internet Information Services (IIS) 6.0 Manager.
Click Save
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POST
10.31.99.253
143
Virtual Unit IP
Root
55
SMS Settings
The system enables sending and receiving SMS messages but that requires that either some 3rd party hardware,
or a specific service with a mobile operator is available. Sent messages are stored in the database, from where the
SMS Server component sends them using a 3rd party SMS modem. Incoming SMS messages are received from
the SMS modem or service. Like the e-mails, the incoming SMS messages cannot be sent directly to agents, but
only to contact center queues.
Click Save
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sms@acme.com
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Click Save
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NOTE: ETC IVR Number is mandatory when hard phones are used in BCM system.
1094
Click Save
Advanced Settings: some hard phones might need configuration to be able to send the key combinations
or you might need to change the values in BCM side to make them work if phone cannot send e.g. the #
character as the end character. (e.g. ** 00 or *# 99)
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Click Save
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Prompt Settings
Configuring prompt settings:
D:\SAP\BCM\VU\ACME_PSTN\prompts
(or it could be also a shared folder like \\ServerName\ShareName)
File Location
Click Save
in this training example we are using this folder because it is created already by installation of Prompts package
in operative system this could be also a shared folder on a file server, e.g. \\SERVER\prompts\
shared folder for prompts is good option when all BCM components are located in same location
local folder is for prompts is good option when there is several sites and the prompts are played locally on the site,
prompt files can be synchronized to all locations using File Replication Server
NOTE:
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System Management
Number Range
You use this procedure to define number ranges in the system and to view the number situation (for example to check which
phone extension numbers are free). The following ranges are displayed on the user interface:
PSTN ranges
These ranges are phone extension address ranges from the public switched telephone network that are allocated for the
system. They cannot be modified in SC. However, there can be several PSTN ranges defined in the system.
Internal ranges
These ranges are additional ranges to the system PSTN ranges and cannot be within the PSTN ranges.
Subranges
These ranges define the ranges from which certain types of phone extensions must allocate their address value
To see the numbers already allocated you can click the Search button, clicking the icon shows information about
the number.
Authentication policy
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Configuring Media Routing Servers (MRS) to play prompts and make recordings.
Media Routing Servers are also used when there is some NAT configurations in use to get the voice streams
correctly routed.
Select System Management Modules
Click Search. This brings up a list of the currently
installed modules.
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Double click the ACME_PSTN row containing the Media Routing Server (MRS).
This enters into the detailed view for that component.
In Available Modules block highlight the two rows containing virtual unit name ACME_PSTN items (select with Ctrlkey pressed), and click the
This means that the Media Routing Server in ACME_PSTN virtual unit plays prompts for the devices connected to
SIP bridge and H323 bridge in the ACME_PSTN virtual unit. Typically these are gateways connecting BCM
system to PSTN or PBX.
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In Available Modules block highlight the three rows (select with Ctrl-key pressed) containing virtual unit names
ACME_Agents, ACME_Core and ACME_AgentFrontEnd items, and click the
the Selected modules.
This means that the Media Routing Server in ACME_AgentFrontEnd virtual unit plays prompts for the devices like
hard phones connected to SIP bridge in ACME_AgentFrontEnd virtual unit and for ETC in the ACME_Agents virtual
unit and for the softphones controlled by Call Dispatcher in ACME_Core virtual unit.
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NOTE! Same SIP Bridge cannot be configured for both hard phones and PSTN gateways.
DO NOT select any PSTN connection SIP Bridges to this list of selected SIP bridges for ETC.
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Channels, Voice
Default settings for all voice queues. These defaults are inherited to all voice queues and can be changed on
queue level. The more there is common configurations the less you need to configure individual queues.
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Channels, Email
Default settings for all email and chat queues. These defaults are inherited to all email and chat queues and can be
changed on queue level.
Channels, Chat
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System Languages
You use this procedure to define the priority of other system languages. The default language of the system is defined in
Infrastructure Administrator (IA) during installation.
Language Priority in the System Configurator (SC) Application
The language priority is as follows:
1. SC language (English, German, French, or Japanese)
2. User interface language if it is one of the four SC languages
3. System default language
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Call Switching
Gateways
rd
Name
Description
IP address
Bridge
Edit Incoming B Number (In mask)
Mediant
Audiocodes Mediant 1000 GW
10.31.99.250
SipBridge ACME_PSTN
(select correct bridge from dropdown)
####
(#### = using last 4 digits from incoming B-number)
(gateway can use complete number e.g. +358954601000 then BCM
uses in this example only the last 4 digits (1000) and it matches to
BCM number 1000, Switchboard queue)
Select also other parameter values needed for your system, e.g. protocol:
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Use
to select
which columns you
want to see.
See also chapter Adding H.323 gateway to see how to use H.323 gateway with BCM.
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Switching Routes
You use this procedure to configure switching routes for making and receiving external calls, and calls to the end points
that are reached via SIP bridge. The internal calls between the softphones within one BCM system are switched
automatically by the Call Dispatcher (CD) component, but all other calls need a route.
If your system is located on several geographical areas, define emergency numbers using locations, to make sure that
emergency number works in the desired area. In routing, the numbers can be masked, for example the plus (+) in the
beginning of the outgoing international number can be changed to the local international call prefix, (e.g. +358 00358).
Each route can have several patterns and destinations.
Calls Out
Calls out using Mediant gateway
Least Recently Used (LRU)
NOTE: These following examples are used in our local training environment. Every environment needs its own settings. See
documentation about correct syntax. Pattern editing is using different syntax in these standard routing configurations than in
Generic Routing Rules, Locations and Barring Groups configurations.
Create following patterns
Normal call out
+358 to 0
Emergency number
Name:
Calls Out (#*)
+358*
112
Description:
Calls out, any unknown number
change +358 to 0
Emergency number
Destinations block:
Gateway
Mediant 10.31.99.250
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+358*
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Edit Mask:
*
0*
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In many cases the emergency number(s) are configured here in generic switching rules or in location
based switching rules.
Locations
In this view you can configure locations
and add users or user groups to them.
Define locations when your system has
one or more of the following requirements.
Barring Groups
In this view you can configure barring groups
that are used for restricting outbound calls with
predefined barring rules. (e.g. preventing calls
to 0600 or 0700 numbers )
More detailed information about these configurations can be found from application help.
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Default values for Call Dispatcher, detailed information about all settings can be found from application help. With
default settings the system is working in most cases.
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Reporting
Data Protection rules
Depending on your needs or local requirements/legislations, there are different ways to hide or display data in
online monitoring and reporting and these settings affect also to history view of the user. By default BCM software
is hiding some information. Remove the check marks if you want to see certain information.
Click on Data Protection Rules, and double click Common Data Protection Rules.
NOTE! When contact data is collected using these parameters, changing parameters later does not change what is
hidden/displayed in past data. Here in this example installation, we will display all information.
Untick all boxes, then click Save and Close
Data Destinations
By default the installation is done using Windows
authentication. These fields are used only with
SQL authentication.
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Reporting Groups
Create a reporting group called ACME Agents. This is a group that is used in Communication DeskTop (CDT)
Dashboard view as the Group where agents can see group level statistics.
Statistic Settings
Several important settings that affect to reporting and monitoring. You can e.g.:
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Monitoring Templates
Templates allow you to define the same summary graphs view on the Online Monitoring user interface for selected
users and/or user groups.
A default template is available in the system. You can copy that and make your own modifications to it, or you can
create your own templates from scratch.
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Directory Management
Default directory templates for different types of users.
Two default groups are created when installing the system, BCM Queues and BCM Users.
NOTE: By default only Expert User role (switchboard agent) has the Modify right to directory groups. This means
that only those persons who have this role can edit the user information using Communication DeskTop (CDT).
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Presence Management
BCM system has a built in presence IVR application taking care of presence changes.
In presence management, you create presence, conference and absence profiles that users use in the
Communication Desktop (CDT), Convergence and Communication Mobile Client (CMC) applications to indicate
their availability.
Profiles
Default Profiles:
You can create additional profiles to match your needs. There can be also profiles to login or logout from queues.
Useful in contact centers for agents to login/logout quickly to/from e.g. some extra queues in busy hours.
You can edit the IVR options how you want the profiles to handle/forward the call in different situations.
There are four possible options. All needed prompts are built into the software.
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Settings
Users can call in to this number from PSTN (mobile phone or traditional phone) and change their profile. The
number for this application must be from PSTN range.
Configuring the Presence IVR application: Click Presence Management Settings
Numbers block:
Enter number
1099
Click Save
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Queue Management
Configuring the queues. In this example we create four phone queues, email queue and chat queue.
Phone queues
On Queue Management Queues click
. Select Type Phone Queue and click OK.
Create the Switchboard, Sales, Sales Callback and Marketing queues with following settings.
Basics block:
Name:
Switchboard
Sales
Sales Callback
Marketing
SB queue
Sales queue
Callback queue
Marketing queue
10
11
12
English (US)
English (US)
English (US)
English (US)
Europe/Helsinki
Europe/Helsinki
Description
Ordinal
Prompt Language
Time Zone
Europe/Helsinki
Europe/Helsinki
Critical Time
20 (seconds)
20 (seconds)
Queue Mode
Auto-Allocation
Auto-Allocation
Ringing Time
10 (seconds)
10 (seconds)
Script
20 (seconds)
Auto-Allocation
Auto-Allocation
10 (seconds)
Opening Type
Tick
1000
1001
English (US)
English (US)
English (US)
10
10
10
Directory Synchronization
Tick
------------------------------------Numbers/Addresses block:
Number
Extension Language
1002
1003
Tick
120
Forwarding Options
1000
1000
90
60
Forward when
Maximum Waiting Time
Has Elapsed
Forward when
Maximum Waiting Time
Has Elapsed
1093
1002
101000
101001
NOTE: the calls to Sales queue are recorded automatically with Server Side Recording.
While queuing in the Sales queue entering the character # starts the callback request creation.
(A proper InQueue message must be recorded and configured to tell the callback option to caller.)
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Picture of Switchboard queue settings:
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Email queue
On Queue Management Queues click
. Select Type E-Mail Queue and click OK.
Create the ACME E-Mail queue with following settings.
Basics block:
Name
Description
Ordinal
Prompt Language
Time Zone
Critical Time
Queue Mode
Warning Time
ACME E-Mail
Email queue
500
English (US)
Europe/Helsinki
3600 (seconds)
Auto-Allocation
1800 (seconds)
Directory Synchronization
Tick
Numbers/Addresses block:
Address
emailbox@bcmtr.com
Extension Language
E-Mail account
E-Mail Password
English (US)
emailbox
********
E-Mail Server
POST: 10.31.99.253
10
3600
Tick
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Chat queue
On Queue Management Queues click
. Select Type Chat Queue and click OK.
Create the ACME Chat queue with following settings.
(NOTE: web site for creating a chat request will be configured later in chapter Chat Channel)
Basics block:
Name
Description
Ordinal
Prompt Language
Time Zone
Critical Time
Queue Mode
ACME Chat
Chat queue
600
English (US)
Europe/Helsinki
180 (seconds)
Auto-Allocation
Directory Synchronization
Tick
Numbers/Addresses block:
Address
Extension Language
chat@acme.com
English (US)
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Queue Groups
Creating queue groups helps administrators allocating user rights for agents to a large number of queues easily.
Creating queue groups also makes it easy to configure monitoring rights for supervisors or team leaders.
In Queues block add the Sales and Sales Callback queues to the group.
NOTE: In this example we leave some individual queues and create only one queue group to show the differences in the
configuration. In productive BCM systems it is recommended to use queue groups and also user groups to make configuration
easier and simpler. Configuring user rights (or access rights) using user groups and queue groups is much simpler than
selecting individual users and queues.
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Scheduling
Scheduling is used to set up the opening/closing hours of different queues in special circumstances like official
holidays, weekends, etc. Calendar entries can be imported using System Tools Import.
First we configure here the Switchboard queue to be open workdays 08:00 - 17:00.
Click on Queue Management Schedule. Click
Queue block:
Click Add Search, click on the Switchboard queue, then click Add and Close
Calendar block:
Click Add Search, click on Workdays, then click Add and Close
Schedule Details block:
Default
Start Time
End Time
Value
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You can/should also configure your own calendar entries for Christmas, Easter etc. and all special dates when you
want the queues to opened or closed or when you want to play a special prompt etc.
Click on the Search button. This will display the queues recently created.
Click on the Personalize button
and select Queue Time Zone and Date then click the Select.
This makes it easier to see what the current time is in the queue location which has different time zone.
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Skills
Skills can be used to allocate the incoming contacts to best skilled free agent instead of allocating calls with round
robin to all agents.
Skills can also be imported using System Tools Import.
Click Add new to add skills.
English
Finnish
BCM7
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_______________________________________________________________________________
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All roles, profiles, templates etc. which are used in this example are built-in into BCM software.
_________________________________________________________________________________
Separate documents about roles and groups are available to show more detailed configuration examples.
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Heres a sample of a small contact center:
More detailed view to the configuration. It is easy to configure e.g. monitoring rights to team leaders so that they
can monitor only the queues and users in their own team.
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Groups
In this example all the agents serving in queues are included to one group.
Agents group
Click on User Groups - Add New
Basics block:
Name
Description
CC Agents group
CC Agents group
Directory Synchronization
Tick
On the group row, tick Serve, Statistic Summary and Manage Contact History options for this group.
These settings are giving agents rights to serve and see statistic summary of configured queues and queue
groups.
NOTE: If there is a lot of queues in the BCM system using the queue groups makes configuration much easier.
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Directory Synchronization
Directory Synchronization
Untick
This setting is giving expert users rights to serve and see statistic summary of the configured queue.
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Expert users should have Manage Precense user right for different user groups to be able to edit/modify the
presence information of the users in the selected groups. (remember to add new groups here when you create a group)
With this setting the expert user (switchboard agent) can edit the presence information of other users direcly from
the CDT.
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Supervisors group
In this example all supervisors are included to one group. Supervisor group member will have full monitoring rights
to all queues, queue groups and contact center agent groups and limited rights to office users group and expert
users group.
Click on User Groups - Add New
Basics block:
Name
Description
CC Supervisors group
CC Supervisors group
Directory Synchronization
Tick
Roles block:
Add two roles,
Advanced Monitoring User
to enable monitoring functionality
for supervisors and
Reporting Administrator to enable
editing of the reporting parameters.
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User Rights block:
These following settings are giving supervisors full rights to monitor configured queues and queue groups.
Queue: CC Supervisors group user rights for individual queues:
Queue Group: CC Supervisors group user rights for queue groups, note that there can be different rights for
different queue groups:
Advanced Monitoring User role has
these rights to all queues by default.
NOTE: If there is a lot of queues in the BCM system using the queue groups makes configuration much easier.
Click Save
These following settings are giving supervisors full rights to monitor configured user groups.
User Group: CC Supervisors group user rights for user groups, note that there can be different rights for different
groups:
These rights are inherited
from Advanced Monitoring
User role
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Users
In this example we are configuring all users so that most of the settings are coming from User Setting Templates. It
is recommended to edit the templates or create new templates to suit your needs and use as little as possible
personal configurations for end users .
Supervisor
CC
Contact Center Manager
Espoo
Europe/Helsinki
English (US)
English (UK)
CC Supervisor
1010
supervisor@acme.com
Supervisor
supervisor@acme.com
Tick
users mobile phone number
Authentication block
Logon Name
CRM Logon Name
supervisor
crmuser
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Groups block
Click Add Search, select CC Supervisors group, click Add and Close
Skills block
Show Only Users Skills
Set the skill level for the user
Recording block
Server-Side Recording
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(in this example the supervisor user has skills=5)
98
Contact Settings block
Number of Switchboard Queue
Queue Size
1000
0
Reporting block
Reporting Group
ACME Agents
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Agent1
CC
Contact Center agent
Espoo
Europe/Helsinki
English (US)
English (UK)
CC Agent
1011
agent1@acme.com
Agent1
agent1@acme.com
Authentication block
Logon Name
agent1
Roles block
Click Add Search, select
CC Agent
CC Agents group
Groups block
Click Add Search, select
Skills block
Show Only Users Skills
Set the skill level for the user
Untick
(in this example the agent user has skills=4)
Recording block
Server-Side Recording
1000
0
Reporting block
Reporting Group
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100
Expert
SB
Switcboard agent
Espoo
Europe/Helsinki
English (US)
English (UK)
Expert Users
1012
expert@acme.com
Authentication block
Logon Name
expert
101012
Roles block
Click Add Search, select
Expert User
Groups block
Click Add Search, select
Recording block
Server-Side Recording
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5
101
Office
User
Office user
Espoo
Europe/Helsinki
English (US)
English (UK)
Office Users
1013
office.user@acme.com
Authentication block
Logon Name
office
101013
Roles block
Click Add Search, select
Office User
Groups block
Click Add Search, select
Recording block
Server-Side Recording
1000
3
Polycom
Hardphone
Meeting room
3rd floor, room 10
Europe/Helsinki
English (US)
English (UK)
Office Users
1014
Authentication block
Logon Name
1014
101014
Roles block
Click Add Search, select
Office User
Groups block
Click Add Search, select
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Make a copy of the user BCM.Admin account so that it is not the only administrator account in the BCM system.
There is an existing SAP note about how to create an emergency administrator if the password of administrator
(BCM.Admin) has been lost.
Password can be also cleared to NULL directly in the database. More information about this from BCM support.
Using personal logins in SC makes it easy to follow e.g. configuration changes by reading audit logs.
BCM.Admin user has all available administrative roles. Administrator users should have only the roles that they really need for
daily work.
Basic configuration is now done. The complete BCM system must be restarted.
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Start (select Active) for all virtual units on Virtual Units level
starting from Core virtual unit(s) and wait for running
(Active) sign
for them, and after the core virtual unit(s)
have started, start the rest of the virtual units in any order.
All yellow exclamation marks should now disappear.
HINT:
Starting and stopping (Active/Inactive) of the virtual
units should be done always on Virtual Units level
selecting virtual units one by one.
Stopping (Inactive) can be done in any order.
Starting (Active) is recommended to begin from
core virtual unit(s) and after those are running you
can start the rest of the virtual units in any order.
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terminal_Proxy.msi
terminal_Core_7.0.x.x.msi
packages, then if needed the handset/headset driver package depending on your device.
The following settings are the minimum changes required to the Medium level of the Internet Explorer 8.0/9.0 version security
settings for the BCM system to work properly on end user PC/laptop.
Reset Trusted sites security level to Medium (default) level and then make the following changes:
ActiveX controls and plug-ins
Miscellaneous
Allow script-initiated windows without size or position constrains: Enable
Use SmartScreen Filter: Disable
Use Pop-up Blocker: Disable
Scripting
User Authentication
Choose Automatic logon with current name and password.
Set the website IP address to be a trusted site, as per Workstation installation guide settings.
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If you have created BCM certificates yourself on local CA
server, you need to install the <certificate_name>.p7b file
(the same file as for servers) on the PC/laptop where you
will be running CDT or Convergence.
See the chapter:
Install Trusted Root Certification CA certificate (.p7b file)
Browse the http://10.31.99.137/cdt page
Enter in the name of the user you created earlier: supervisor
using empty password, click Log On.
On the first time you login, you need to enter a new password. At least 8 characters long by default.
Then confirm it and click OK.
Make a test call e.g. to your Switchboard queue, number 1000, you should hear
the first prompt (pre-recorded welcome message) after 10 seconds
Another test call can be made from CDT to a hard phone or to another CDT phone
Third call can be done to some PSTN number, e.g. to a mobile phone
open CDT using supervisor account and log out from Sales and Sales Callback queues
use e.g. the hard phone to call to 1001 number (Sales queue)
while the call is in queue press # key to leave the call back request
after leaving the request log supervisor in Sales and Sales Callback queues
after a few moments the system allocates the callback call to agent and after answering the call is made
also to the hard phone
fill the information to default callback script and disconnect the call
NOTE: Virtual IP address of the web site (http://10.31.99.137:80 in this example) can be linked to a friendly URL in
DNS service, e.g. http://phone.acme.com.
This kind of link is much easier to remember and use by the end users.
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Convergence
Install the Convergence component from BCM software folder. Installation creates the shortcut on the desktop.
Open the Convergence by double clicking the icon, click the Settings icon
address to the Host Address field. Additional settings on other tabs.
Common:
Audio:
Contact Center:
Queues:
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Directory templates
- CC Supervisors and CC Agents are using the Advanced directory template by default
- Office Users are using the Basic directory template by default
- Expert Users are using Expert directory template by default
Basic:
Advanced:
Expert:
There are differences between templates what information is shown in visible tabs.
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Directory Templates
Templates define the visible things in the CDT tabs. Directory templates can be edited to suit customer needs.
View of Advanced directory template:
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Add a new number to Sales queue (1004) and select e.g. Finnish language for that extension.
UseRequiredSkills has by
default value 1.
1 = the required skills are used in the
usual way
0 = agents with the skill rating 0 can
also receive calls with the skill
requirement 5
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Chat Channel
NOTE: Chat channel (Internet Chat Client) is based on sample software of how to make a customer chat web site. This sample
should be treated as a proof of concept. The software is using ASP.NET technology so it can be used only on server running
Windows Server 2003/2008.
In this example we are creating the internet chat web site to this same demo/test server. In real life this site would normally be
located in demilitarized zone (DMZ), accessible from internet. Typically it would also need some firewall configuration to work.
Connection between internet chat client and chat portal server must be configured.
Chat Server and Chat Portal Server must be also installed correctly to make the chat channel work.
Chat Server is included by default to Administrator virtual unit template.
Chat Portal Server can be installed either creating a new virtual unit using Integration Virtual Unit template which includes also
Integration Interfaces packages for CRM integration which makes a separate web site for the chat portal (and Integration
Interfaces) or adding the Chat Portal Server as a new component to some existing web site.
IMPORTANT NOTE ! In this training example we add the Chat Portal Server to ACME_Website virtual unit to show how
to add new components to existing virtual units.
Using IA in Monitoring Mode inactivate the ACME_Website on Virtual Units level. Then switch to Deployment Mode.
On Virtual Units level right click the ACME_Website and select Add Software Select Chat Portal Server from list
On Virtual Units level right click the ACME_Website and select Synchronize Instances.
On the HAC node level select first Upgrade All Software
After that Apply Changes to Host (or Apply Changes to Local System) on the node level
Save the system model
(NOTE: at this point the virtual unit is inactive in the saved model file)
Switch to Monitoring Mode, activate the ACME_Website on the Virtual Units level
Save the system model
(NOTE: now the virtual unit is active in the saved model file)
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Internet Chat Client package included in software packages is only a sample how to make the web site in
Demilitarized Zone (DMZ) to handle the incoming chat requests and how to send them to Chat Portal Server.
Example uses ASP.NET, so it is possible to use only with Microsoft Windows Server 2003/2008 operating systems.
This software package should be treated as a Proof of Concept.
Create a virtual unit for chat web site (ACME_Chat) using Infrastructure Administrator (IA).
Use the Web Server Virtual Unit template when creating the virtual unit. For this customer chat site only a web site
is needed without any other applications. Site could be created also using tools in IIS when building this kind of site
in DMZ where you dont have HAC. Then you continue from Copy the files chapter below.
minimum information is the Windows User Account for Running Web-Related Processes and the correct
password for the account
Select Instance for the virtual unit and install the web site with Apply Changes to Local System on the selected
node.
(remember to bind the virtual IP address on the HAC node level to correct physical IP address)
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NOTE: Because the Internet Chat Client is only proof of concept sample code there are some manual steps to be
done when installing it.
Edit following two files to have correct information about channel and chat portal:
D:\SAP\BCM\VU\ACME_Chat\web\ChatAs\Web.config
D:\SAP\BCM\VU\ACME_Chat\web\ChatAs\ChatForms\CustomerChatForm.xml
Edit the Web.config file with an appropriate text editor (Notepad). Define the HTTP address and port number of the VU
where the Chat Portal is installed for the ChatPortal, IciContainerService, IciItemService and IciChatSessionService.
All these services are found from your chat portal server.
1.
Sample ChatAs\web.config file; replace the ip.address:1080 with the IP address and possible port of the
ACME_Website virtual unit (port is not mandatory but informative for administrators):
.
<applicationSettings>
<ChatAS.Properties.Settings>
<setting name="ChatAS_ChatPortal_ChatPortal" serializeAs="String">
<value>http://10.31.99.137:80/ChatPortal/ChatPortal.asmx</value>
</setting>
<setting name="ChatAS_IciContainer_IciContainerService" serializeAs="String">
<value>http:// 10.31.99.137:80/ChatPortal/IciContainerService.asmx</value>
</setting>
<setting name="ChatAS_IciItem_IciItemService" serializeAs="String">
<value>http:// 10.31.99.137:80/ChatPortal/IciItemService.asmx</value>
</setting>
<setting name="ChatAS_IciChatSession_IciChatSessionService" serializeAs="String">
<value>http:// 10.31.99.137:80/ChatPortal/IciChatSessionService.asmx</value>
</setting>
</ChatAS.Properties.Settings>
</applicationSettings>
...
2.
...
<CHANNEL_ADDRESS type="dropdown" name="Contact" required="yes" id="CHANNEL_ADDRESS">
<ITEM value="chat@acme.com"/>
</CHANNEL_ADDRESS>
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Some IIS settings for the chat web site needs to be changed, open the Internet Information Services (IIS) Manager.
Because of some new Windows 2008 IIS security features open the Sites, select ACME_Chat, double click the
Request Filtering, select Hidden Segments tab, select segment named bin:
Select Remove
Activate ChatAs folder under the ACME_Chat site and right click it, select Convert to Application.
(this application was called virtual directory in Windows 2003 IIS)
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Configuration can be tested with Test Settings button:
Open Communication DeskTop (CDT) using agent that has rights to server in chat queue
Make a chat request to BCM by Internet chat client URL: http://10.31.98.130:80/chatas/chatform.aspx and
enter the information.
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CRM Integration
The interface is a server-side component running under a web server (IIS ASP.NET). It connects on the BCM side to the Agent
Server (AS) and Chat Server (ChS) via TCP/IP, to the databases by using ADO.NET, and to the ICI interface on the CRM side
via SOAP over HTTP.
Integrations virtual unit template consists by default of Integration Interfaces, Web Server and optional Chat Portal
Server packages.
Time zone
IMPORTANT NOTE: Untick theInclude Chat Portal Server option because in this training
example we have already installed the chat portal server to ACME_WebSite virtual unit.
Add in the IP address (10.31.98.139) and
subnet mask then click OK.
CRM integration needs a lot of variables to be configured depending of the wanted integration functionality and it
must be done together with CRM administrators:
Typical configuration need the following items to be configured
web site related variables, ports, user, password, time zone
reporting database variables
OII, ACI, DAI, RDI, TMI variables
connection security variables
Configure the correct Windows account to run the web site and enter the password.
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Integration Interfaces virtual unit common variables and database connections related variables.
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Timezone configuration:
(remember to bind the virtual IP address on the HAC node level to correct physical IP address)
NOTE: After installing the integration interfaces components restart the complete BCM system.
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First Inactivate all virtual units on Virtual Units level. After all virtual units have stopped, Activate virtual units
on Virtual Units level by activating first the core virtual unit(s), wait until it turns green on HAC node level, then start
the rest of the virtual units in any order. Database virtual units and Standard Reports virtual unit are used only to
install databases and reporting templates. Those virtual units can be left also as Inactive, they dont include any
executable components. They can be also hidden from user interface by creating logical systems in IA.
Some SAPphone parameters can be found in System Management Modules Online Integration Interface (OII)
Adding OII to BCM system creates automatically some setting for voice channel.
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Users can have different logon names for BCM system and CRM system.
In this training example supervisor is using CRM with logon name crmuser00
In the BCM 7 training environment we are using URL like this to open the IC Webclient:
http://iwdfvm1042.wdf.sap.corp:52080/sap/bc/bsp/sap/crm_ui_frame/default.htm?sap-user=crmuser00&sappassword=welcome
In the training environment the phone number of Agent1 (1011) is recognized in the CRM database as a customer.
Separate documentation is available for CRM configuration. In the training environment the phone number of Agent1 (1011) is
recognized in the CRM database as a customer.
Separate documentation is available for CRM configuration.
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IVR Management
Creating an IVR application
Configure:
Name
Description
Enable Reporting
IVR Numbers
Hosting CEM Instances
The elements on the left frame have their parameters on the right side.
At least some of the fields must have a value. If a value is missing there is a
Sign disappears when all the needed parameters have been entered.
Message shows what is missing:
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Record a wav file (file format: 8 kHz, 16 bit, mono) and place it to e.g. prompt root folder.
In this training example we have a prerecorded message that can be used as the menu welcome.
(this file is not a part of BCM software package)
File for training can be found in D:\SAP\BCM\Menu_0001.wav.
Click Save.
File is saved with GUID name.
Configure a prompt
Default options are used to create
a prompt from the new prompt file.
Accept the prompt called
MenuWelcome of type IVR Prompt
clicking Save (or Save and Close).
After creating the prompt use Refresh
to see the new prompt on the list.
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Name:
Description:
Add Custom IVR to
Reported Applications:
IVR Numbers:
Hosting CEM Instances:
Menu IVR
Sample Menu IVR
Tick
1080
ACME_Core
BCM software package includes a sample IVR xml file which can be used as a test sample. File can be found from
D:\SAP\BCM\Install\7.0.x.x\Examples And Templates\ folder.
Select the file: Example_QueueTransfer_IVR_import.xml from the folder.
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Edit the numbers for choices to match your environment: e.g. Switchboard queue number for 1 choice (1000) and
nd
Sales queue number for 2 (1001) choice. Click Save in the IVR Editor block every time when you make a change.
Select MenuWelcome to be the prompt in the application and clear the Audio File Expression field.
Click Save in the IVR Editor block.
Menu IVR application is started automatically by CEM Server in ACME_Core virtual unit.
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Outbound
Create a campaign
A simple example campaign is provided in the software package. It can be found from:
..\Install\ 7.0.x.x\Examples And Templates folder.
Name of the file is: Example_Outbound_Campaign_Tennis.txt
Copy the file e.g. to D:\SAP\BCM\ folder.
Edit the file. It includes numbers where the system is making the calls to. In the training environment the calls
should be done to hard phone number: 1014.
In the System Configurator open Outbound Management Campaigns. Click
Configure the Campaign Name and File, click
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Import.
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Script example
Use Scripting Management and create an Interactive Script called Sales script sample. (or import script
from example file; Example_Outbound_Script_Tennis.txt, same way as the campaign)
Q1: Hi, we are calling from your local store. All our tennis products are now on big sale. Would you like to hear more about our offers?
type: radio buttons
o Answer options:
yes
(go to Q2)
no
(go to Q9)
o Set as Mandatory question
Q2: Great! To recommend you right kind of racket, how often do you play tennis?
type: drop down menu
o Answer options:
1 per week
Babolat
Dunlop
Fischer
Head
Prince
Wilson
Other
Go to Q4.
Q4: OK, thanks. Would you be interested to visit our store so we can book an expert to introduce you these rackets in more details?
type: radio buttons
o Answer options:
yes
(go to Q5, activate recording)
maybe later
(go to Q7)
no thanks
(go to Q9)
Q5: Awesome! What would be best dates and times for you to visit our store?
o Answer option: Input Text Area with Text data type
o call recording activated at this stage (Q4 - yes answer)
Go to Q6.
Q6: Excellent, please visit our store on agreed time and our expert will be ready to introduce recommended rackets for you! Thanks for your
time! See you, goodbye!
o Answer option: information. Go to last question
Q7: OK. When do you think you are going to update your racket so we can give you a call to discuss what we can offer at that time?
type: radio button
o Answer options:
Within 6 months
(go to Q8)
within 1 year
(go to Q8)
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Browse back to Outbound Management Campaigns and open the Sample Campaign for configuration.
Settings that typically must be configured before running a campaign:
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Script flow:
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Call result selection after disconnecting the call:
End Wrap-Up opens a new call. Agent can also leave a campaign at this point.
Supervisors who have rights to outbound can see the campaigns in Online Monitoring:
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Switch to Deployment Mode and add the second core virtual unit, use name ACME_Core2.
Add in the IP address (10.31.98.136) and subnet mask then click OK.
Click on Software, Edit, and add in following information:
Common Variables:
Server Connection Security:
Internal Server Certificate in Use
Internal Server Certificate Common Name
Internal Server Certificate Issuer
Tick
BCM.ACME.COM
BCM00CA
All other variables have the default settings inherited from other virtual units.
Notice the RTP Packet length in MS setting. This is the system wide packet length setting. This setting should have the same
value as with first core virtual unit (ACME_Core).
Click Save
Right click on Instances, and select Add Instance to node BCM00
Right click on ACME_Core2 and select Apply Changes to Local System.
(remember to bind the virtual IP address on the HAC node level to correct physical IP address)
Always when adding certain type of new components to BCM system they have to be configured in the System Management
Modules.
Components of these types need configuration:
NOTE: When stopping a core virtual unit where CEM Server or Call Dispatcher is running use the Standby
role. Then the CEM Server and Call Dispatcher stop accepting new calls and they handle the existing calls until
they are normally disconnected. After that the components are stopping automatically. This is called graceful
shutdown and no calls are lost.
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In System Configurator (SC) configure the two MRS components to work with this new core.
Add the ACME_Core2 to list of Selected Modules of the MRS in ACME_Agents virtual unit to record the calls.
NOTE: When adding a new core the values of maximum simultaneous prompts and maximum simultaneous recordings should
be changed in the Media Routing Server (MRS) configuration. Call Dispatchers (CD) are requesting to open the amount of slots
configured to each MRS, the sum of requests should not exceed 800. Maximum value in MRS configuration should be: 800 /
number of CDs. Dont reserve too many resources (memory) from server if it is not needed.
Number of CallDispatchers
1
2
3
In this example when we are adding the second core virtual unit we reach the maximum simultaneous recordings value 200 for
codec G.711.
If this system would be using the G.729 codec the value should be changed to 100 in Infrastructure Administrator and applied to
hosts.
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And configure the MRS in ACME_AgentFrontEnd to play prompts to calls handled by this core virtual unit
instance.
In this example when we are adding the second core virtual unit we reach are in the half of the capacity of simultaneous
prompts with value 200. This value could be raised to 400 if more prompts are needed for BCM internal calls.
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Internal server certificate (BCM.ACME.COM) from the first server must be exported to this second server.
In this example the second server is called BCM02.
Export the Internal Server Certificate (BCM.ACME.COM) from the first server using the wizard:
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Copy the newly created file (Exported_Internal_Server_Certificate_from_BCM00.pfx) and the certnew.p7b file to
second server BCM02.
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Import the same certnew.p7b to second server same way to Trusted Root Certification Authorities as it was
imported originally on this first server (see page 14 of this guide).
Import the (Exported_Internal_Server_Certificate_from_BCM00.pfx) file to this second server:
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NOTE: Create (or buy) the connection server certificate (named COS.ACME.COM in this example installation) to
this new server same way as for the first server if you are going to run virtual units like ACME_AgentFrontEnd
which includes Connection Server component.
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Install the Infrastructure Administrator (IA) to the second server and open it.
Copy the model.wim file from the first server to local folder (e.g. D:\SAP\BCM)
and open the file in IA (File Open).
(remember to bind the virtual IP addresses on the HAC node level to correct physical IP address also on this new HAC node)
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After saving the system model switch to Monitoring Mode. When the second HAC node starts to communicate with
the first server (HAC service and IA) it sends the new version of the system model to the first server.
Using either the first or second server you can switch IA to Deployment Mode and start to configure virtual unit
instances to second server.
To install several virtual units on the Local HAC node, right click the local HAC node and select the Apply All
Changes to Local System. Local Infrastructure Administrator (IA) does the installation.
To install several virtual units on remote HAC node select the HAC node, right click the correct HAC node and
select Apply All Changes to Host. HAC service on the remote HAC node does the installation.
(remember to bind the virtual IP address on the HAC node level to correct physical IP address)
NOTE!: It is not recommended to have many Infrastructure Administrator user interfaces open simultaneously.
You can follow the installation progress also on the other HAC nodes from IA.
After configuring the virtual units save the system model and switch to Monitoring Mode.
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Change the domain user account (in this example BCMTR\BCMAdmin) to run the following Windows services:
SQL Server
SQL Server Agent
SQL Server Analysis Services
SQL Server Reporting Services
Set Infrastructure Administrator to Deployment Mode and create virtual unit for
reporting database, ACME_Reporting_DB.
Use Databases Virtual Unit template, select only Reporting Database Server
package to be installed and configure the variables, typically the database server
connection information (reporting db server, analysis server). In this example the
operative database server is the same as reporting database server, in productive
systems the reporting database server should be a separate server.
Install virtual unit by adding the instance to database server and selecting Apply Changes to Host or Apply
Changes to Local System.
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Create virtual unit for reporting web site, ACME_Reporting_Website. Use Web Server template and configure the
variables. Use the IP address 10.31.99.138 for this web site. (On the 5 server example there is a different configuration
option for the website shown.)
Typically you need to configure the user account and the password.
Install virtual unit by adding the instance to server and selecting Apply Changes to Host or Apply Changes to
Local System.
(remember to bind the virtual IP address on the HAC node level to correct physical IP address on all HAC nodes)
Save system model and switch to Connection Monitoring Mode and wait the reporting web site to start.
IMPORTANT NOTE:
Reporting web site (ACME_Reporting_Website in this example) must be up and running before the Reporting
Services Configuration Manager wizard can be run.
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Server Name
Report Server Instance
Account
Password
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Virtual Directory
IP Address
TCP Port
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Database Name
Authentication Type
User Name
Password
Summary of configuration
Database created
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Filename
Password
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NOTE!: You must browse the correct path to SQL Server Reporting Services instance that you use and copy the
path to Reporting Services Instance Name or Path variable starting the text with PATH:
e.g.: PATH:C:\Program Files\Microsoft SQL Server\MSRS10_50.ACME\Reporting Services
Install virtual unit by adding the
instance to server and selecting
Apply Changes to Host or
Apply Changes to Local System.
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In this example we have already added the Reporting Administrator role to CC Supervisors group.
If needed the Reporting Administrator role can be also allocated directly to users like here:
Use System Configurator (SC) to add Reporting Administrator role for Supervisor user account.
Open the Online Monitoring using Supervisor account, select Tools Reporting Settings
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You can configure some additional information for reporting. Set the Next Start Date for Data to be the date when
you started BCM system to get all calls to reports.
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Reports
Because of the default settings in Windows and SQL Server you may need to open Internet Explorer using Run as
administrator selection to be able to see reports if you are doing this configuration locally on the server.
Open the reporting web page configured in the Reporting Services Configuration Manager wizard:
http://10.31.99.137/reports_acme
Use Home Folder Settings to give users correct rights to see the reports.
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In versions earlier than 7.0 SP4, the Volume 8 - Contact Log report does not open as all other reports because
requires direct access rights to SQL database, and in Windows 2008, passing this right is not provided
automatically in Report Services configuration. You must define a SQL database user in the following way:
More detailed information of reporting can be found from the Installation guide.
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Reporting scheduling
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Survey IVR
With this IVR you can make a survey where you ask your customers opinion about the service after a contact center call. Survey is carried out
with two IVR applications: with the opt-in IVR you ask permission to make the survey, and with the survey IVR you run the actual survey. This
functionality is added in SP04.
Opt-in IVRs are any IVR applications that have other Survey IVR Settings defined than Script Name for Monitoring and Reporting, and the
settings Survey IVR Number and Opt-in Query Percent are mandatory for them. Opt-in IVR application must include the setextradata element
that attaches the survey IVR applications number to the call, enabling that those calls that participate in survey, are automatically
transferred to survey IVR after the actual service call.
Survey IVRs can be any IVR applications whose number is told to the opt-in IVR with the setextradata element, and we recommend that you
define Script Name for Monitoring and Reporting for them to enable reporting the survey results.
Survey results can be viewed in script reports in BCM Online Monitoring and Reporting if the script name is given, and appropriate expressions
for question and answers are defined in relevant elements (menu, choice, noinput, nomatch, field) of opt-in and survey IVRs.
Copy the Example_Opt_In_IVR.xml and Example_Survey_IVR.xml to e.g. D:\SAP\BCM\ folder and rename those e.g.
ACME_Opt_In_IVR.xml and ACME_Survey_IVR.xml using the customer name in the name of the files.
In IVR Management Custom IVRs create opt-in IVR called ACME OptIn IVR.
In IVR Management Custom IVRs create survey IVR called ACME Survey IVR.
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Note: Separate detailed documents about survey IVR are also available.
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ldifde -v -n -u -f ldifde4.ldf -r
"(&(objectCategory=person)(objectClass=User)(givenname=*)(company=ACME))" -l
"cn,givenName,sn,telephoneNumber,mobile,mail,displayName"
Command creates a file called ldifde4.ldf, (file
name can be configured).
Copy that file to e.g. to a BCM server or some
administration PC where you can run BCM
System Configurator (SC).
This file creation can be scheduled with
Windows tools to make the import running
automatically with desired interval.
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The mapping settings are shown on SC, start import by clicking Start button.
Mappings can be configured in System Tools Import and Export Settings.
Use static mappings for some common settings e.g. Role, Settings (=User Setting Template), Time Zone etc.
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When import is done you can see the result of the job:
By opening User and Role Management Users you can see the newly imported users:
You can start the User and Role Management Update Wizard and find the newly imported users:
Step 1: Search
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Step 2: Configure some user settings for the new users, several options available
Step 4: Result
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Alarm Server
Add software package Alarm Server to e.g. administrator virtual unit on the Virtual Units level. Switch Infrastructure
Administrator to Deployment Mode and right click Software and select Add Software Alarm Server. Click OK.
Enable at least one converter (email, sms or SNMP) to be able to send alarms to administrators.
Configure parameters and right click ACME_Administrator virtual unit and synchronize the instances and then
apply changes to host on the HAC node level.
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Configure the Alarm Server also to HAC node. Editing HAC node variables is done in Offline mode. Apply changes
after the changes have been saved.
Alarms in this example were sent to a user using MS Outlook and also to the email channel.
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Add a .jpg picture and drag and drop the virtual units over the picture.
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Troubleshooting
LogLevel key is the root registry key for other LogModule keys. It is inherited to other keys automatically by default. When you
need more information to logs heres a couple of samples how to set up the keys. If you just set LogLevel key to trace or debug
youll get really a huge amount of information into the log and it might be difficult to find the wanted information from the log.
Registry keys are located in path:
Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Wicom\
If there is the LogModule.xyz.Level key for component itself, like the Call Dispatcher in the picture, change that to e.g. trace or
debug. This way the other keys have the warning level and only the component creates the log you need on trace/debug level.
If you need more information to log about database, network, security etc. related stuff, change the corresponding key to trace
or debug level or use the inherited value to follow the LogLevel key.
CDT log level:
End user terminal log level can be set either from User Settings Template in System Configurator or from CDT.
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Audit logging can be used with Agent Server, Weblient_as, Connection Server and WebClient.
Audit logging options, registry key AuditEventMask:
failure
presence
config
read
modify
rights
all
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BCM system
When all configurations have been done the BCM system should look like this:
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Glossary
A number
A number from which a call or a message comes.
abandoned
Calls that are hung up by customers before they are answered but after the false attempt time.
absence
A status in the system when a user is away or not available and cannot be reached.
ACI (Administration and Configuration Interface)
Server-to-server interface that provides access to the configuration data stored in BCM databases.
agent
block
bridge
A module for connecting the registered terminal devices and the gateways to the BCM core module, Call Dispatcher. Two main types in
use: H.323 and SIP.
C number
A target of a call that is transferred from the B number.
calendar
A set of days (either weeks, months, years, or specific dates every year) used to schedule when a service is available. For example, the
Public Holiday calendar includes all days of the year when the service is closed, and the corresponding schedule is Closed 24h.
Call Dispatcher (CD)
The core module for low-level call handling.
call out prefix
A set of numbers automatically added to the beginning of the displayed telephone number when making outbound calls.
call waiting tone
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A file that is played to an agent when the agent has an inbound call waiting.
campaign
An outbound call campaign where the dialer calls customers and agents ask questions according to the script.
CBC (Call Bandwidth Control)
CBC enables reserving a certain bandwidth for voice streams of definite users or location
channel
Settings that define the e-mail, phone and chat channel behavior.
channel type
A way to define the media that a channel is using to pipeline contacts to a queue, for example, chat, e-mail, telephone, or fax. A queue can
have more than one channel defined.
Chat Server, Chat Portal Server
Server components that must be installed in the system if the chat channel is used.
child element
A functional step in a VoiceXML document that is nested in a parent element or block.
ClientCom
The communication interface between the client-level applications.
ClientCore
The communication interface provides access into the core of the BCM software telephone.
codec
A device or computer program capable of encoding and decoding a digital data stream or a signal.
Communication Mobile Client (CMC)
An end-user application for mobile phone users.
conference
Indicates the availability of a user. The user is attending a conference call.
conference bridge
A service that connects callers to a conference call and monitors the call.
connect
Connection Server (CoS)
A mandatory server component that carries out communication to the end-user interfaces CDT and CMC via a TLS-secured connection.
Contact Event Manager (CEM)
The core module in the BCM system that takes care of contact routing intelligence.
country code
CPI (Chat Portal Interface)
Chat Portal defines the external API that internet chat client uses to communicate with SAP BCM.
critical time
The static time value for queuing.
customizer
Lines of code that are used to import a function to the system.
customizing file
A text file that contains customer-specific values
DAI (Directory and Availability Interface)
Server-to-server interface that provides directory data and presence information
dashboard
The runtime statistics of user's own activities, such as inbound and outbound calls, and e-mail messages.
Data Collector (DC)
A server component that collects reporting and monitoring data. Required if Reporting or Online Monitoring applications are used.
data item
XL Reporter: Data in the SAP Business One database that XL Reporter uses to specify a selection. Depending on their relationship to other
data in the database and the actions that XL Reporter can perform on them, data items can be of the three following categories:
o Dimensions
o Light Dimensions
o Measures
desk phone
A complete device for performing telephonic tasks such as calling, answering, and transferring calls. In VOIP, this is an alternative for a
soft phone that is run as software on a PC or laptop with suitable audio devices connected.
destination number
A number to which a call is made.
dial pad
dial pad button
dialing mode
A setting in the campaign management that defines the way the dialer handles a call campaign.
directory
A list containing contact information on persons and companies.
Directory Server (DS)
A mandatory server component that is used by CEM Server to show directory information to users/agents.
divert
To redirect calls to another number in the Communication Mobile Client (CMC) application.
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divert delay
document
A definition of an IVR application expressed in VoiceXML.
DSArea (Data Staging Area)
One of the databases in the DTE. Related to the Reporting application.
DTE (Data Transformation Engineer)
A tool that runs the transformation process in the Reporting application.
DTMF (dual tone multi-frequency)
The signals you generate by pressing the keypad of a traditional phone.
DW (Data warehouse)
Information organised in datamarts for effective on-line search. Related to the Reporting application.
EII (External IVR Interface)
External IVR Interface enables that an SIP enabled speech recognition IVR server can be integrated into BCM system.
element
A functional step in VoiceXML document that is defined with appropriate attributes. For example, the audio element requires that the
related recorded voice file is defined.
E-mail channel
The queue type which is used for receiving and handling e-mail messages.
Email Sender
A server component that can be used to send email messages like voicemail notifications and email channel replies using the local SMTP
server in the operating system.
external agent
A user who is logged on to the software from an external number (mobile or fixed) and serves in queues remotely.
extension number
External Terminal Controller (ETC)
A core module that translates the protocol used with desk phones into a protocol used with softphones.
false attempt
An unanswered call that is hung up by a customer before the false- attempt limit (typically 5 seconds) is reached.
federation bridge
A core module for interconnecting several BCM systems.
File Replication Server (FRS)
A server component that can be used to e.g. to copy voicemail files between different locations.
forward
To redirect calls to, for example, voicemail or mobile phone.
gain
In Outbound campaigns the percentage of successful results of made calls. Can be calculated using all, handled, or reached customer
contacts either per campaign or per agent.
GK (gatekeeper, SIP)
A core module for registering the terminal devices to the CD core module.
grammar
A definition of rules for certain functions used in VXML, for example DTMF recognition
grant
GW (gateway, H.323 or SIP)
An external module for connecting the system to an external network (usually to the PSTN network).
H.323, H323
A standard protocol for audio, video, data, internet phone, and VoIP transmissions.
hang-up time
The average duration of abandoned calls.
High Availability Controller (HAC)
A service run on each physical server that constantly monitors and controls the services on the server and networks with other HAC
instances on other servers to ensure that if one of the servers fail the services are moved to another server.
hold
A function that puts a call on hold.
hunt group
Queue mode where the agents pick the call, chat, or e-mail from a queue.
immutable
An object whose state cannot be modified after it is created. For example in BCM IA, some of the installation variables are immutable and
cannot be changed after they have been entered for the first time.
IA (Infrastructure Administrator)
An administration application for creating the system model, and starting and stopping all components of the system.
IAP (Internet Access Point)
The connection server through which the CMC application connects to the internet.
IIS (Internet Information Server)
A Microsoft server product which is used for various web-related tasks, such as managing services and sharing information.
Interactive Voice Response (IVR)
An automated system that accepts input from a user over the telephone and plays back audio responses.
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intercept
To take a call from an agent and continue that call. One of the supervising functions.
IP (Internet Protocol)
The method and technology for sending data between computers on the Internet.
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spare
A role of the system, or its part, that is inactive but will be started in case of a fault in the corresponding active part.
SQL (Structured Query Language)
A programming language used for database queries and updates. May also refer to a database server or program.
standby
A role of the system, or its part, that is active but not handling requests. In case of a fault in the corresponding active part, it is able to
handle system requests on short notice.
supervising restriction
A button on the user interface to prevent the supervision of an agent.
supervisor
A user with limited administration rights who can monitor other users.
suppressed
switchboard operator
switching
Low-level call handling, and delivering calls to different destinations. Should not be mixed with higher level intelligent routing.
switching route
switching rule
System Configurator (SC)
System Configurator application is part of the SAP Business Communications Management (BCM) software, it enables a flexible
administration and configuration of your system.
system model
A model of the server system hosting customer services. System model describes a particular system of the infrastructure software and it
includes managed computer systems, software, access points, and redundancy settings.
talking time limit
TCP/IP (Transmission Control Protocol/Internet Protocol)
A method and language for sending data between computers on the Internet.
tear off
To drag and drop certain UI elements from a larger entity for creating a separate UI window.
tentative
Indicates the availability of a user. The user is free but not available for all contacts.
TMI (Task Manager Interface)
TMI provides methods for handling tasks in a BCM system.
transfer
To put a caller through to someone else, for example, an agent can transfer a call to a colleague.
transfer on hold
A function in which the transferred call remains in the agent's contact list so that it can be retrieved by the agent.
UDP (User Datagram Protocol)
UDP (User Datagram Protocol) is a communications protocol that offers a limited amount of service when messages are exchanged
between computers in a network that uses the Internet Protocol (IP).
UTC (Coordinated Universal Time)
The standard time system used in the software. Times in different time zones are calculated in relation to the UTC time.
virtual phone
virtual unit (VU)
A logical group of technical services that are managed as a single unit. Related to the system infrastructure. BCM software is installed in
the virtual units that have redundant instances on two or more physical computers. HAC controls that one of the instances is active at a time.
voice menu
A list of selections with corresponding numbers that are played to callers in an IVR.
VoiceXML
A standard format of XML for specifying interactive voice dialogues between a human and a computer.
VoIP (Voice over internet protocol)
A method for transferring voice signal over the Internet.
waiting time
Time that a contact event (such as a call, a chat, or an e-mail) is waiting after it has entered a service queue and before it is answered or
transferred to another queue or service, or before the caller hangs up.
waiting time learning
A process that also takes other defined queues into account when calculating the waiting time.
welcome message
wrap-up
The time agents use for finishing up after a call, an e-mail, or a chat with a customer.
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