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Installation example
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Table of Contents
Scope ............................................................................................................................................................................................................................................................ 6
Prerequisites ................................................................................................................................................................................................................................................. 6
Planning Server Roles and Requirements.................................................................................................................................................................................................... 7
Planning System Model ................................................................................................................................................................................................................................ 7
Plan for test/demo environment .................................................................................................................................................................................................................... 8
Example installation for BCM 7.0 training ......................................................................................................................................................................................... 9
Example virtual unit configuration for training ................................................................................................................................................................................. 12
Server Roles and Features ......................................................................................................................................................................................................................... 14
Certificates .................................................................................................................................................................................................................................................. 15
Install Trusted Root Certification CA certificate (.p7b file) .............................................................................................................................................................. 15
Connection Server certificate .......................................................................................................................................................................................................... 17
Edit Connection Server certificate information file .......................................................................................................................................................................... 17
Create Connection Server certificate request file ............................................................................................................................................................................ 17
Create Connection Server certificate with local CA ........................................................................................................................................................................ 18
Connection Server certificate installation ........................................................................................................................................................................................ 18
1. Install Connection Server certificate with wizard ................................................................................................................................................................. 18
2. Install Connection Server certificate Command Prompt ...................................................................................................................................................... 18
Internal Server certificate ................................................................................................................................................................................................................. 19
Edit Internal Server certificate information file ................................................................................................................................................................................. 19
Create Internal Server certificate request file .................................................................................................................................................................................. 19
Create Internal Server certificate with local CA ............................................................................................................................................................................... 20
1. Install Internal Server certificate with wizard ........................................................................................................................................................................ 20
2. Install Internal Server certificate with Command Prompt ..................................................................................................................................................... 20
Verifying Certificates ........................................................................................................................................................................................................................ 21
Data Execution Prevention (DEP)............................................................................................................................................................................................................... 22
User Account Control (UAC) in Windows 2008 Server .............................................................................................................................................................................. 22
Windows firewall.......................................................................................................................................................................................................................................... 22
High Availability Driver ................................................................................................................................................................................................................................ 23
Procedure ........................................................................................................................................................................................................................................ 23
Infrastructure Administrator (IA) .................................................................................................................................................................................................................. 24
HAC Node ................................................................................................................................................................................................................................................... 26
Save the system model ................................................................................................................................................................................................................... 28
Installation logs............................................................................................................................................................................................................................................ 30
Adding and configuring virtual units with Infrastructure Administrator ....................................................................................................................................................... 31
ACME_Database ............................................................................................................................................................................................................................. 31
BCM 7.0 database structure ............................................................................................................................................................................................................ 35
ACME_Administrator ....................................................................................................................................................................................................................... 36
Binding virtual IP address to physical IP address ........................................................................................................................................................................... 37
ACME_Agents ................................................................................................................................................................................................................................. 38
ACME_AgentFrontEnd .................................................................................................................................................................................................................... 39
ACME_AdminFrontEnd ................................................................................................................................................................................................................... 40
ACME_PSTN ................................................................................................................................................................................................................................... 41
ACME_Core ..................................................................................................................................................................................................................................... 42
ACME_WebSite ............................................................................................................................................................................................................................... 43
Activate Virtual Units ................................................................................................................................................................................................................................... 45
System Configurator (SC) ........................................................................................................................................................................................................................... 46
Numbering plan ........................................................................................................................................................................................................................................... 48
Number range definition in System Management ........................................................................................................................................................................... 48
System Services.......................................................................................................................................................................................................................................... 49
Voicemail settings ............................................................................................................................................................................................................................ 49
External Agent Settings ................................................................................................................................................................................................................... 50
CMC Settings ................................................................................................................................................................................................................................... 51
Conference Settings ........................................................................................................................................................................................................................ 52
Recording Settings .......................................................................................................................................................................................................................... 53
Email Settings .................................................................................................................................................................................................................................. 54
SMS Settings ................................................................................................................................................................................................................................... 55
Batch Job Server Settings ............................................................................................................................................................................................................... 56
IP Desk Phone Settings ................................................................................................................................................................................................................... 57
Queue Callback Settings ................................................................................................................................................................................................................. 58
Prompt Settings ............................................................................................................................................................................................................................... 59
System Management .................................................................................................................................................................................................................................. 60
Number Range ................................................................................................................................................................................................................................ 60
Authentication policy ........................................................................................................................................................................................................................ 60
MRS module configuration .............................................................................................................................................................................................................. 61
ETC module configuration ............................................................................................................................................................................................................... 65
Channels, Voice ............................................................................................................................................................................................................................... 66
Channels, Email ............................................................................................................................................................................................................................... 67
Channels, Chat ................................................................................................................................................................................................................................ 67
System Languages .......................................................................................................................................................................................................................... 68
Call Switching .............................................................................................................................................................................................................................................. 69
Gateways ......................................................................................................................................................................................................................................... 69
Switching Routes ............................................................................................................................................................................................................................. 71
Other switching rules ................................................................................................................................................................................................................................... 72
Generic Switching Rules ................................................................................................................................................................................................................. 72
Locations .......................................................................................................................................................................................................................................... 72
Barring Groups ................................................................................................................................................................................................................................ 72
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© SAP AG 2013
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COPYRIGHT
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The latest SAP BCM 7.0 documents are found from URL: http://help.sap.com/bcm70
Icon Meaning
Caution
Example
Note
Recommendation
Syntax
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Scope
The scope of this example installation is to install the BCM 7.0 system with basic configuration. Note that this is an
example installation, so it does not fully cover all the aspects of a production environment and high availability best
practices.
We will be installing the system for the fictional company ACME. Throughout this document we will be using ACME
for the customer name. Replace it with your own customer/company name.
This example installation is currently based on the 7.0 SP4 (7.0.4.0) build. Ensure you have the latest version of
BCM software prior to starting installation.
In this document the SAP Business Communications Management software is abbreviated as SAP BCM.
Prerequisites
This installation is for a single-server test/demo installation.
Prior to installing BCM 7.0 software in this single server environment you need:
Windows Server 2008 English Standard 64bit / SQL Server 2008 English Standard 64bit
OR
Windows Server 2008 R2 English Standard 64bit / SQL Server 2008 R2 English Standard 64bit
OR
Windows Server 2003 English Standard 32bit / SQL Server 2005 English Standard 32bit
Install the SQL as per the Installation Guide, using a Case Insensitive collation such as “Latin 1 General CI AS”.
Collation depends typically on language which is used.
Note that Management Tools is needed, and if you want to install BCM Reporting select Analysis Services and
Reporting Services to be installed but do not configure the Reporting Services.
On all application servers the SQL Native Client must be installed to be able to connect to databases.
http://www.microsoft.com/en-us/download/details.aspx?id=16978
Microsoft IIS 6.0/7.0 (see installation guide for Role selecting for Windows 2008)
Java SE Runtime 6, 32 bit edition (NOTE: 64 bit Java 6 is not supported, Java 7 is not supported)
Link to Java download: http://www.java.com/en/download/manual_v6.jsp
Windows 2003 Server needs Microsoft Visual C++ 2005 Service Pack 1 Redistributable Package ATL Security Update
package to be installed. http://www.microsoft.com/en-us/download/details.aspx?id=14431
Window 2008 Server needs Microsoft Visual C++ 2005 Service Pack 1 Redistributable Package MFC Security Update.
Install the 32-bit version, ‘vcredist_x86.exe’. http://www.microsoft.com/en-us/download/details.aspx?id=26347
MSDTC must be running.
You need to install the ASP.NET AJAX 1.0 Installer Package from Microsoft to make the example chat website
working. ASP.NET AJAX is a set of technologies to add AJAX (Asynchronous JavaScript and XML) support to
ASP.NET. It consists of a client-side script framework, server controls, and more.
http://www.microsoft.com/en-us/download/details.aspx?id=883
A single server test system can be a stand-alone server in workgroup but when building multi-server system the servers are
recommended to be members of a domain.
In this example the server is joined to the BCMTR domain, and running with BCMAdmin domain user. This BCMAdmin user is a
normal domain user and has local administrator rights on this example server.
When performing the installation, use this user to login to the server.
More information about prerequisite software can be found from BCM 7.0 Installation Guide.
This installation example is done using Windows Server 2008 R2 and SQL Server 2008 R2. Some differences
can be found with Windows Server 2008/2003 and SQL Server 2008/2005.
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A particular server or workstation may have one or more roles. There can be a single server working in all roles, or
there can be one or more dedicated servers for each of the roles. A single-server system is limited to test/demo
units or very small systems where up to 20 agents are working eight hours a day.
For systems with more than 20 agents, it is recommended to set up a redundant multi-server environment. The
servers and other workstations can have the following roles in the system.
Application servers are used for running various applications like the CEM server, Call Dispatcher, SIP
bridge and so on. These applications cause more strain on the CPU capacity than disk I/O or memory. For
large systems, it is useful to dedicate an entire server to one or two applications, but the hardware and
software requirements are similar in all application servers.
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.
The system model is the arrangement of virtual units on physical servers. Virtual units are logical units with a virtual
IP address. Placing services in different virtual units and using the High Availability Control (HAC) service ensures
that one spare virtual unit continues running if the active virtual unit is stopped for example for updating, or by a
server failure.
Virtual units should have instances on at least two different physical servers. During a possible server failure the
services are automatically moved to other servers by HAC. If the system should withstand a failure of more than
one server at a time, more instances of each virtual unit should be created on different servers. Spreading the
primary instances on different servers enables load balancing in normal conditions when no virtual unit instance
has failed. Load balancing should also be taken into account when arranging the backup instances.
More information about planning can be found from BCM 7.0 Master Guide
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The IP addresses are relating to this example – in your environment use your own addresses and subnet mask.
This example installation requires one static IP address for the server and 12 available IP addresses for virtual
units. Address range used here in this example is 10.31.99.13x and 10.31.98.13x and the subnet mask is
255.255.254.0
(This training/demo example uses only one server. In production environments you should have e.g. a separate
SQL server and two application servers to make a redundant environment.)
The virtual units to be installed: (don’t use space in the virtual unit name, use _ (underscore) instead)
Optional:
ACME_Integrations 10.31.99.139
ACME_Core2 10.31.98.136
ACME_PSTN2 10.31.98.135
Additional: (in this document we are configuring the chat web site
ACME_Chat 10.31.98.130 to a different subnet to illustrate that this site is typically
installed to demilitarized zone, DMZ, in public internet)
NOTE!:
Never use the server physical IP address as a virtual IP address for virtual unit!
(if HAC inactivates a virtual unit having the physical IP address the connection to server is lost)
More detailed information about installation is found from BCM 7.0 Installation Guide.
Never use the same variable values (IP addresses, virtual unit names, certificates etc.) in test system(s)
and in production system(s).
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This sample BCM system is configured to have 100 numbers in PSTN number range:
The purpose of this example is to install and configure BCM system for a customer called ACME with following items:
Queues:
Switchboard 1000
Sales 1001, 1004 (numbers have different languages for skill based routing)
Sales Callback 1002
Marketing 1003
Built in IVR’s:
Presence IVR number 1099
External agent IVR number 1098
CMC IVR Number for Source Number Masking 1097
CMC Recording IVR Number 1096
Conference IVR number 1095
ETC IVR Number 1094
Callback queue IVR number 1093
Custom IVR’s
Menu Custom IVR 1080
OptIn IVR and Survey IVR 1081, 1082
Other queues:
Chat queue ACME Chat chat@acme.com
E-Mail queue ACME E-Mail emailbox@bcmtr.com
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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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SMTP Virtual server is used to send the reply emails to customers and voicemail
notifications for users.
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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.
NOTE: When buying these certificates from commercial CA’s the names must be registered in internet DNS servers. It can take a few days.
In this example document we are using Windows Server 2008 R2. Screen shots may differ with other operating systems.
For customer installations in ASP environments it is recommended to use certificates issued by public Certification Authorities
(CA), such as Thawte, Verisign etc. For internal, demonstration or training purposes you can set up a private certificate server
using the tools included in the Microsoft Server software, and use a self-signed certificate.
You can acquire certificates using tools on a public CA web page, or in the Microsoft IIS Manager, or follow the example below.
The example is generic; always follow the instructions of the CA and certificate you have chosen to use.
If you are using a local Microsoft Certificate CA Server export and download the trusted root certificate from that
CA server and install it to the BCM server(s) where you want to install certificates made by this CA. (use name e.g.
certnew.p7b for the exported file and save it to e.g. D:\SAP\BCM folder)
NOTE: This certificate must be installed on all BCM servers where you install Connection Server component and if
the Internal Server Certificate it must be installed to all BCM servers. This same trusted root certificate must be
installed also to all workstations running BCM clients like Communication DeskTop (CDT) and Convergence and
System Configurator.
The issuer of the certificate should now appear on the list of trusted CA’s.
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After installing the trusted root CA certificate you can start making certificate requests.
These template files can be found from ‘D:\SAP\BCM\Install\7.0.x.x\Examples And Templates’ folder if you are
using default installation path on D-drive.
With only the OID = 1.3.6.1.5.5.7.3.1 line the certificate can be used as an SSL server certificate. Ensures the
identity of a remote computer.
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.
to match your environment and then save the file with the name newcert.inf to the D:\SAP\BCM folder.
Start the Command Prompt using right click selection ‘Run as administrator’ and change to the directory, where
you saved the file above.
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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Open link: http://10.31.99.130/certsrv/ (this is the URL for certificate server in training environment, replace the URL
with your local Microsoft Certificate services server)
Click Request a certificate
Click Advanced certificate request
Click Submit a certificate request by using a base-64-encoded CMC……
Open the newcert.req file with Notepad and copy-paste the text into the Saved Request field
NOTE: make sure that there are no extra empty lines after last line in the field after paste!
Click Submit button.
Click the Home link in the right upper corner of the web page
If everything goes as expected, the command does not write any response on the screen.
The certnew.cer certificate(s) are going to be installed on the application server(s) where the Connection Server is
installed and running. Each application server where the Connection Server is running needs its own connection
server certificate. Certificate can be also exportable.
The certnew.p7b certificate is going to be installed also on workstations in which you are running BCM soft
phones, Communication DeskTop (CDT) or Convergence or System Configurator (SC).
This certificate (certnew.p7b) is needed to tell to workstation that the server that has issued this Connection Server
certificate (certnew.cer) is a trusted CA.
NOTE: If you buy/receive the certificate from e.g. Thawte or Verisign or any other official trusted CA, then you
typically don’t need to install anything on the workstations. The certificate can be also exportable so it can be
installed to all servers where Connection Server is running.
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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.
to match your environment and then save the file with the name newcert2.inf to D:\SAP\BCM folder.
NOTE: Ensure to name the file differently so you don’t overwrite your previous certificate.
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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’.
Open link: http://10.31.99.130/certsrv/ (replace the URL with your local Microsoft Certificate services server)
Click Request a certificate
Click Advanced certificate request
Click Submit a certificate request by using a base-64-encoded CMC……
Open the newcert2.req file with Notepad and copy-paste the text into the Saved Request field
NOTE: make sure that there are no extra empty lines after last line in the field after paste!
Click Submit button.
Click the Home link in the right upper corner of the web page
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.
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Verifying Certificates
To check that the certificates are properly installed, you can use the Certificates MMC Snap-in.
Procedure
o In the Windows Start menu, select the Run option, type MMC and click the OK button.
o In the MMC window, select File Add/Remove Snap-in.
o Select Certificates then click Add.
o In the Certificates snap-in dialog, select Computer account, click Next.
o In the Select computer dialog, select Local computer: …, click Finish.
o Click Close, OK.
In the left hand tree, navigate to Console Root - Certificates (Local Computer) – Personal - Certificates.
The new certificates should appear on the list on the right side. It can be identified by the Issued To column.
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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In BCM 7.0 SP02 and SP3 versions, CEM Server requires that the Data Execution Prevention (DEP) setting in MS
Windows is disabled. Check that the DEP allows CEM Server to run. (This is not needed for SP4 or newer.)
To do this, go to Control Panel System Advanced System settings System Properties - Advanced tab:
Performance Settings Performance Options - Data Execution Prevention tab.
If the setting is enabled for all programs and services, add the CEM Server to the list of exceptions.
This can be done after installing the core virtual unit.
If the setting is enabled only for essential Windows services it does not affect to CEM Server.
Windows firewall
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Microsoft Windows has changed the way it handles ARP packets that are sent when an IP address is added on a
computer; the change started from Windows Server 2008 and Windows Vista: The SPA field in the initial ARP
request is set to 0.0.0.0, instead of the added IP-address. Due to the change, the packets are not exactly
Gratuitous ARP packets anymore, but rather Probe ARP packets.
We recommend installing the High Availability Driver, also called as GARP driver, that sends old-style GARP
packets to network on the computers that are running Windows Server 2008, or later. The device driver is needed
because Windows does not allow for user-mode code to send network packets with free content, and does not
provide means to send GARP packets as they should be. The driver is utilized by BCM High Availability Controller
process.
Procedure
1. Open Control panel Network and Sharing Center Change adapter settings. A list containing network
connections is displayed.
3. Right-click that connection and choose Properties. Properties for the network connection are 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.
The BcmHaDriver is now installed and you can close any remaining dialogs.
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High Availability Controller (HAC) is a Windows service that controls virtual unit instances and communicates with
other HACs on other servers to make sure that necessary BCM components are available. Create HAC nodes on
each server locally first, then you can do rest of the installation from any HAC node or from a separate
administration workstation remotely.
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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Click Install
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
Enter in:
Name of the HAC Node (typically the server name)
IP Address for the HAC Node (static IP address of the server)
Server Port 21012
Administration Port 21014
Click OK.
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In the right hand pane, expand the block Deployment Variables for High Availability Controller.
Edit the properties:
Click Save
Note: There is a “Volatile” field, the password is not saved if/when you close the IA user interface.
So if you make changes to this virtual unit in the future, then you will need to enter the password again.
Right click on BCM00 (local @ 7.0.4.0), and select Apply All Changes to Local System
HAC service with correct user name has now been installed and started.
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To check the HAC service go to Start All Programs Administrative Tools Services.
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
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After a short while the HAC node(s) appear with green arrow if the configuration is correct.
This step ensures that Infrastructure Administrator can communicate with (all) HAC Node(s).
If green arrows don’t appear, recheck your configuration. HAC log is typically the first place to start the
troubleshooting. By default in this example the logs are in D:\SAP\BCM\Logs\ folder.
When Infrastructure Administrator (IA) and High Availability Controller (HAC) service start to communicate HAC
service creates automatically two files into the D:\SAP\BCM\VU\<nodename>\etc folder:
hacmodel_<nodename>.xml
backupmodel_1.xml
- model.wim
- hacmodel_<NODE>.xml
- backupmodel_<version>.xml
The <version> number of backupmodel_<version>.xml increases every time when IA saves the system model and
HAC creates a new backupmodel file and starts using the latest version.
In Monitoring mode you can monitor and control the BCM system. You can start and stop (Active and Inactive)
virtual units or switch manually a virtual unit from one node to another.
When all HAC Nodes appear with green arrows click Connection Deployment mode
In Deployment mode you can edit existing virtual units and add new virtual units for the BCM system.
More detailed information about all of the fields in the IA can be found from application help. The purpose of this
example is to build a running system which can then be fine-tuned depending of the needs.
To install HAC service you need to install Infrastructure Administrator locally to all BCM servers and configure the
HAC node.
Virtual units can be installed to any configured HAC node where HAC service is running remotely from any other
HAC node where you have IA running.
HINT: Housekeeping is important; the old backupmodel_##.xml files should be deleted from this folder
periodically, only the latest version with biggest version number is in use.
HINT: It’s recommended to use only one active IA from where you edit and change system settings. You can
configure View-only user account(s) to monitor the system without being able to change any settings . When using
remote connections to servers or any administration pc, use connections that connect to console.
(E.g. use Run-command: mstsc /admin (or mstsc /console) to make real console connection with Remote
Desktop)
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Installation logs
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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ACME_Database
Databases must be installed before any other virtual units. Databases virtual unit includes by default five different
database installation packages.
Typical (minimum) information needed by database packages: DON’T use these templates; they are for BCM 6.0
Time zone virtual units. BCM 7.0 IA is backward compatible and
Connection information for SQL server(s) that’s the reason to have these templates here.
Configuration database name
Database collation, depends on language, country etc.
Database user name NOTE: These templates are for BCM 7.0
virtual units.
Right click Virtual Unit Add Virtual Unit... select the
Base installation, select Databases Virtual Unit
Common variables:
It is recommended to use Windows authentication
instead of SQL authentication for security reasons.
(in this example the SQL named instance has been installed using customer name, BCM00\ACME, and the configuration database name is
using the customer name ACME)
Configuration Database Password NOTE: Leave always these password fields empty when using
Windows authentication! (see the tooltip of the field)
Default Time Zone (UTC+02:00) Helsinki, Kyiv, Riga, Sofia, Tallinn, Vilnius
(Europe/Helsinki)
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.
same information on HAC node level after ‘Add Instance’, variable names have now been evaluated and must have real values
like BCM01\ACME:
Exception: the web site names and log paths can have a variable name as value also on HAC node level:
- Website name in IIS must be always same as virtual unit name
- Log paths can be different on different servers, it is a local setting on the HAC node
Exception: Data Collector has a setting which can have a variable name as a part of value HAC node level:
- this is also depending on local HAC node settings
Now when the virtual unit is added under the BCM00 server node in HAC Nodes section, right click
ACME_Database under this node, and select Apply Changes to Local system or Apply Changes to Host.
This installation might take a few minutes. If you are installing databases locally on the SQL server command
prompt windows like in the next picture may open. If the SQL server has HAC running and it is configured to
system model the installation can be done also remotely. Then the HAC instance on the SQL server is doing the
installation and no command prompt windows are shown.
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After this step has completed, you can open the SQL Management Studio on the SQL server and check that the
databases ACME, ACME_Directory, ACME_Monitoring, ACME_Monitoring_History, ACME_Operative and
ACME_Outbound have been created. Also four jobs should have appeared related to the customer ACME.
In this picture also reporting has been installed and all BCM related items are shown. The Reporting Data
Transformation Process and Reporting OLAP database management jobs are created when installing reporting
databases.
In production systems the databases are typically installed to dedicated SQL servers, operative databases to one
SQL server and reporting databases to another SQL server. In this picture all databases are running on the same
server for training purposes. (In this picture you can see also reporting databases already installed. The installation
of reporting is done later in this example.)
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Configuration database
Virtual Warehouse Unit (VWU)
Operation database
Data Staging Area (DSArea)
Directory database
Outbound database OLAP 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.
Add in the IP address (10.31.99.131) and subnet mask then click OK.
Common Variables:
Reporting Database Server Address or Name BCM00\ACME (in this training example the same SQL server is
used for operative databases and reporting databases)
Reporting Database User Name BCMTR\BCMAdmin
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All other variables have the default settings inherited from other earlier configured virtual units.
Click Save
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.
On HAC node level (server level) the virtual IP address must be associated with correct physical IP address if the server has
more than one network card.
If this is not done the operating system will bind the virtual IP address to default network connection of operating system which
can be any of the configured network connections.
Bind virtual IP address to correct physical IP address ONLY on HAC Nodes level, the physical IP address is a different address
in every HAC node so it must be configured always on HAC node level for every HAC node individually:
Physical IP address of
the HAC node
NOTE: If/when you make some changes on the virtual unit level and issue
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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
Right click the Virtual Unit Add Virtual Unit, select the Base installation and select Agents Virtual Unit
Add in the IP address (10.31.99.132) and subnet mask then click OK.
Common Variables:
Server Connection Security:
Internal Server Certificate in Use Tick (make sure that this is ticked)
Internal Server Certificate Common Name BCM.ACME.COM
Internal Server Certificate Issuer BCM00CA
All other variables have the default settings inherited from other virtual units.
Click Save
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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.
All other variables have the default settings inherited from other virtual units.
Click Save
Click Yes, that you want to apply the values anyway. The warning
comes from missing SIP certificate information which is not mandatory.
The missing values don’t prevent the installation. It is a security option.
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.
(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.
All other variables have the default settings inherited from other virtual units.
Click Save
Remember to check under the HAC node that variable values are evaluated correctly.
(remember to bind the virtual IP address on the HAC node level to correct physical IP address)
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ACME_PSTN
PSTN virtual unit template consists of SIP Bridge, H323 Bridge, Media Routing Server and Prompts packages.
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 don’t use both type (H.323 and SIP) gateways mixed in same virtual unit, remove the unnecessary bridge
component from configuration. The virtual unit template has both bridge options available by default. In this training example we are using both
for training purposes)
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.
Common Variables:
Server Connection Security:
Internal Server Certificate in Use Tick (make sure that this is ticked)
Internal Server Certificate Common Name BCM.ACME.COM
Internal Server Certificate Issuer BCM00CA
Click Save . You will get same kind of message as with ACME_AgentFrontEnd virtual unit about
certificate name and issuer.
Click Yes, that you want to apply the values anyway. The warning comes from missing SIP certificate information
which is not mandatory. The missing values don’t prevent the installation. It is a security option.
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.
Common Variables:
Server Connection Security:
Internal Server Certificate in Use Tick (make sure that this is ticked)
Internal Server Certificate Common Name BCM.ACME.COM
Internal Server Certificate Issuer BCM00CA
All other variables have the default settings inherited from other virtual units.
Notice the RTP Packet length in MS setting (20 ms). This is the default system wide packet length setting. Change
it if you are using other packet length.
Remember to check under the HAC node that variable values are evaluated correctly.
Right click on ACME_Core under HAC node and select Apply Changes to Host or Apply Changes to Local System.
(remember to bind the virtual IP address on the HAC node level to correct physical IP address)
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ACME_WebSite
WebSite virtual unit template consists of web site including all necessary web services. In large systems these
components could be separated to dedicated virtual units. The template consists of Web Clients, Monitoring Web
Clients, Remote Administration Tools, Product Documentation, Web Server and Email Sender packages. (later in
this example installation the Chat Portal Server is also included into this virtual unit as an example how to add software in
existing virtual unit)
Email Sender is used to send email messages like voicemail notifications and email channel replies using the local
SMTP Virtual server in the operating system.
Other software packages here are creating the complete end user web site
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.
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.
NOTE:
Don’t link HAC node variables to virtual units even
the value would be ok. In the sample don’t link the
line starting BCM00.
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Password of Windows User Account for Running Web-Related Processes Enter the Windows password
Note: Field with this symbol is a “Volatile” field, the password is not saved if/when you close the IA user
interface. So if you make changes to this virtual unit in the future, then you will need to enter the password again. If the
field is left empty when applying changes the password is prompted.
Click Save
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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Click File Save or use the save button . When doing any changes to system
Click Connection Monitoring Mode model in Deployment Mode the
changes will take effect when the
model has been saved and IA is
switched to Monitoring Mode.
After a short while, all the red icons should turn first to yellow and then green arrows .
Green arrows inform that everything is running ok. If not, check your configuration.
Exclamation mark over the node icon means that Infrastructure Administrator (IA) is communicating to HAC
node and waiting the HAC node to complete the task, the same icon is also Near failure symbol.
HAC makes a restart every time it gets a new system model version, for a short time
there might be a red cross over the node when it reads the new system model, processes it, and starts using it.
Click the Save button after all of your virtual units are green to save the Active state for all virtual units.
You can use also Monitoring Views to see the status of the virtual units: NOTE!: Virtual units having component
Media Routing Server (MRS) are showing
a yellow exclamation mark at this point.
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The System Configurator (SC) application is part of the SAP Business Communications Management (BCM)
software, it enables a flexible administration and configuration of your system. Instead of several applications, SC
provides one administration user interface with which you manage the following things:
To start the System Configurator (SC), browse to the website IP address where the Remote Administration Tools
package has been installed, in this example installation: http://10.31.99.137/remoteadmin
This will bring up the following page. There is two launching links, remote Infrastructure Administrator and remote
System Configurator.
Click Log On
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NOTE:
If you use the same SC for several BCM systems IP address and port of the
Connection Server in FrontEnd
you can configure different connection parameters
virtual unit.
and save them.
Certificate common name
Click the button next to Connection (IssuedTo)
For example:
Connection name ACME
IP Address 10.31.99.134
Port 21002
Certificate 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.
Add an internal number range using values 100000 -- 999999. Click the button.
Click Save
Click the button to add this sub range, and do the same for the follow additional sub ranges.
Click Save
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System Services
Voicemail settings
Voicemail IVR application is used as an automatic telephone answering service. Inbound calls can be forwarded to
the voicemail number where callers hear audio messages (prompts) and can leave messages. Accounts can
manage their voicemail boxes by using the Voicemail application or the corresponding functions in other
applications. They can also use the IVR options to manage voicemails remotely.
Click Save
Use to see
more language
options.
NOTE: When changing the voicemail, recording or prompts paths, notice the tooltip:
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This IVR application is used with the ContactCenter application. It allows agents to serve in queues remotely
without opening the CDT application. In practice agents use the IVR options to log into the queues from an external
number (a mobile phone or traditional analogue phone). The number for this application must be from PSTN range.
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.
Connection Servers Erase the information currently in the line. Click on the pencil , and
this brings up possible selection(s), select ACME_AgentFrontEnd
and click Add, then close the window.
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.
Recording mode Specified for User, Queue or Campaign (this gives the freedom for users to select)
Subfolders Created Select desired folder structure
File Format for Recordings Select either GSM or PCM (GSM format compresses files and saves disk space)
Click Save
in this training example we are using this folder because it is created during installation
in operative system this could be also a shared folder on a file server, e.g. \\SERVER\REC\
shared folder for recordings is good option when all BCM components are located in same location
local folder is for recordings is good option when there is several sites and the recordings are saved locally on the site,
recording files can be synchronized to other locations using File Replication Server
NOTE: When changing the voicemail, recording or prompts paths, notice the tooltip:
QMS setting ‘In Use’ is needed only with 3rd party quality monitoring systems. (e.g. Verint, Nice)
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Email Settings
The system handles e-mails in the Communication Desktop (CDT) application as any other contacts, such as
phone calls or chats. E-mails may be placed in a queue to be allocated to agents serving in queue. The outbound
e-mails (replies) are stored in the database and sent to a SMTP server by the E-Mail Sender component. SMTP
Virtual server must be configured with Administrative Tools Internet Information Services (IIS) 6.0 Manager.
Click Save
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SMS Settings
The system enables sending and receiving SMS messages but that requires that either some 3rd party hardware,
or a specific service with a mobile operator is available. Sent messages are stored in the database, from where the
SMS Server component sends them using a 3rd party SMS modem. Incoming SMS messages are received from
the SMS modem or service. Like the e-mails, the incoming SMS messages cannot be sent directly to agents, but
only to contact center queues.
Click Save
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Batch Job Server is for running jobs like sending e-mails, directory rebuild/synchronizing and cleaning messages
and outbound campaigns. (License Reporting job fails until the reporting is installed.)
Click Save
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This ETC IVR application is used with hard phones to change status or to login/logout from queues and it plays
messages informing if the status or profile change in hard phone was successful or not. The number for this
application can be from internal number range to save the PSTN range numbers. A range of internal numbers must
be allocated for Built-In IVRs. (In this example we are using a PSTN range number for this application.)
NOTE: ETC IVR Number is mandatory when hard phones are used in BCM system.
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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With this IVR application the callers can leave a callback request while queuing. Other part of the configuration is
done on the queue level. (see the Sales queue configuration in chapter Queue Management). A call can be
forwarded to callback queue to automatically make a callback request or a custom prompt is needed to tell caller
that there is an option to do a callback request by entering the configured DTMF code while queuing. The number
for this application must be from PSTN range.
Click Save
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Prompt Settings
Click Save
in this training example we are using this folder because it is created already by installation of ‘Prompts’ package
in operative system this could be also a shared folder on a file server, e.g. \\SERVER\prompts\
shared folder for prompts is good option when all BCM components are located in same location
local folder is for prompts is good option when there is several sites and the prompts are played locally on the site,
prompt files can be synchronized to all locations using File Replication Server
NOTE: When changing the voicemail, recording or prompts paths, see the tooltip:
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System Management
Number Range
You use this procedure to define number ranges in the system and to view the number situation (for example to check which
phone extension numbers are free). The following ranges are displayed on the user interface:
PSTN ranges
These ranges are phone extension address ranges from the public switched telephone network that are allocated for the
system. They cannot be modified in SC. However, there can be several PSTN ranges defined in the system.
Internal ranges
These ranges are additional ranges to the system PSTN ranges and cannot be within the PSTN ranges.
Subranges
These ranges define the ranges from which certain types of phone extensions must allocate their address value
To see the numbers already allocated you can click the Search button, clicking the icon shows information about
the number.
Authentication policy
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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.
Click Search. This brings up a list of the currently In this example there are three MRS
components.
installed modules.
To share the load all of them could be
configured to do the recordings and play
prompts but in this example the purpose is to
show how to dedicate:
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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 Ctrl-
key pressed), and click the arrow to move the modules into the Selected modules.
This means that the Media Routing Server in ACME_PSTN virtual unit plays prompts for the devices connected to
SIP bridge and H323 bridge in the ACME_PSTN virtual unit. Typically these are gateways connecting BCM
system to PSTN or PBX.
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Double click the ACME_AgentFrontEnd row containing the Media Routing Server (MRS).
This enters into the detailed view for that component.
In Available Modules block highlight the three rows (select with Ctrl-key pressed) containing virtual unit names
ACME_Agents, ACME_Core and ACME_AgentFrontEnd items, and click the arrow to move the modules into
the “Selected modules”.
This means that the Media Routing Server in ACME_AgentFrontEnd virtual unit plays prompts for the devices like
hard phones connected to SIP bridge in ACME_AgentFrontEnd virtual unit and for ETC in the ACME_Agents virtual
unit and for the softphones controlled by Call Dispatcher in ACME_Core virtual unit.
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Double click the ACME_Agents row containing the Media Routing Server (MRS).
This enters into the detailed view for that component.
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Double click the ACME_Agents row containing the External Terminal Controller (ETC).
Click ACME_AgentFrontEnd row, and click the button to move it into the right hand column.
Hard phones registering through SIP Bridge (Gatekeeper) in ACME_AgentFrontEnd virtual unit are
using External Terminal Controller (ETC) from the ACME_Agents virtual unit.
Every SIP Bridge used with hard phones must have an External Terminal Controller configured.
NOTE! Same SIP Bridge cannot be configured for both hard phones and PSTN gateways.
DO NOT select any PSTN connection SIP Bridges to this list of selected SIP bridges for ETC.
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Channels, Voice
Default settings for all voice queues. These defaults are inherited to all voice queues and can be changed on
queue level. The more there is common configurations the less you need to configure individual queues.
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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.
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Call Switching
Gateways
rd
Configuring 3 party SIP gateway to be able to make calls to PSTN.
Several supported gateways are available from Audiocodes, Cisco, Dialogic and Innovaphone.
Click on the Gateways section, and click . Select SIP and click OK. Enter the information:
Name Mediant
Description Audiocodes Mediant 1000 GW
IP address 10.31.99.250
Bridge SipBridge ACME_PSTN (select correct bridge from dropdown)
Edit Incoming B Number (In mask) #### (#### = using last 4 digits from incoming B-number)
(gateway can use complete number e.g. +358954601000 then BCM
uses in this example only the last 4 digits (1000) and it matches to
BCM number 1000, Switchboard queue)
Select also other parameter values needed for your system, e.g. protocol:
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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.
Basics block:
Name Calls Out
Description Calls out using Mediant gateway
Priority Type: Least Recently Used (LRU)
NOTE: These following examples are used in our local training environment. Every environment needs its own settings. See
documentation about correct syntax. Pattern editing is using different syntax in these standard routing configurations than in
Generic Routing Rules, Locations and Barring Groups configurations.
Destinations block:
Gateway Mediant 10.31.99.250
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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.
Operates in different locations, for example
has offices in different cities or countries.
Has different departments, such as Support
or Sales, or specific user groups, such as
Outbound for running call campaigns.
Uses NAT or Call Bandwidth Control (CBC).
Location based emergency nuimbers
Barring Groups
In this view you can configure barring groups
that are used for restricting outbound calls with
predefined barring rules. (e.g. preventing calls
to 0600… or 0700… numbers )
More detailed information about these configurations can be found from application help.
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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
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.
Data Destinations
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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
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.
Numbers block:
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:
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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Email queue
On Queue Management – Queues click . Select Type “E-Mail Queue” and click OK.
Create the ACME E-Mail queue with following settings.
Basics block:
Name ACME E-Mail
Description Email queue
Ordinal 500
Prompt Language English (US)
Time Zone Europe/Helsinki
Critical Time 3600 (seconds)
Queue Mode Auto-Allocation
Warning Time 1800 (seconds)
Directory Synchronization Tick
Numbers/Addresses block:
Address emailbox@bcmtr.com
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Chat queue
On Queue Management – Queues click . Select Type “Chat Queue” and click OK.
Create the ACME Chat queue with following settings.
(NOTE: web site for creating a chat request will be configured later in chapter Chat Channel)
Basics block:
Name ACME Chat
Description Chat queue
Ordinal 600
Prompt Language English (US)
Time Zone Europe/Helsinki
Critical Time 180 (seconds)
Queue Mode Auto-Allocation
Directory Synchronization Tick
Numbers/Addresses block:
Address chat@acme.com
Extension Language English (US)
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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 . Select Service Times and Queue, then click OK.
Queue block:
Click Add Search, click on the Switchboard queue, then click Add and Close
Calendar block:
Click Add Search, click on Workdays, then click Add and Close
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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.
English
Finnish
BCM7
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User groups should be created before users. The principal is that users get the different user rights through the roles and
groups. Groups can also include sub groups and also roles. Hierarchical grouping of users is recommended. Planning of roles
and groups should be done before starting any configuration.
Settings for groups and users in this training material show the basic configuration needed to make the BCM users capable to
use the soft phones and hard phones.
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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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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
Basics block:
Name CC Agents group
Description CC Agents group
On the queue rows, tick Serve, Statistic Summary and Manage Contact History options for these queues.
From Type dropdown menu select Queue Group (see picture below)
Click Add, then Search
Select the Sales Queue group then click Add and Close
On the group row, tick Serve, Statistic Summary and Manage Contact History options for this group.
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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In this example all softphone (CDT/Convergence) users and all hardphone users are included to one group. If e.g.
different monitoring rights are needed for softphones and hardphones these could be set to different groups.
Basics block:
Name Office Users group
Description Office Users group
In this example all agents serving in Switchboard queue are included to one group.
Basics block:
Name Expert Users group
Description Expert Users group
On the Switchboard row, tick Serve, Statistic Summary and Manage Contact History options.
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.
Basics block:
Name CC Supervisors group
Description CC Supervisors group
Roles block:
Add two roles,
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These following settings are giving supervisors full rights to monitor configured queues and queue groups.
Queue: CC Supervisors group user rights for individual queues: These rights are inherited from
Advanced Monitoring User role
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 .
Basics block
First Name (EN) Supervisor
Last Name (EN) CC
Title (EN) Contact Center Manager
Location (EN) Espoo
Time Zone Europe/Helsinki
User Interface Language English (US)
Prompt Language English (UK)
User Settings Template CC Supervisor
Number 1010
Chat Address supervisor@acme.com
Chat Name Supervisor
E-Mail Address supervisor@acme.com
Use E-Mail Address in Sender’s E-Mail Replies Tick
Mobile Number users mobile phone number
Authentication block
Logon Name supervisor
CRM Logon Name crmuser (CRM logon name can be different than BCM logon name)
Roles block
Click Add Search, select CC Supervisor, click Add and Close
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Groups block
Click Add Search, select CC Supervisors group, click Add and Close
Skills block
Show Only User’s Skills Untick
Set the skill level for the user (in this example the supervisor user has skills=5)
Queue and External Agent Settings block (click Save to get the list of queues updated)
Recording block
Server-Side Recording Controlled by User (CDT and Convergence)
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Reporting block
Reporting Group ACME Agents
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Basics block
First Name (EN) Agent1
Last Name (EN) CC
Title (EN) Contact Center agent
Location (EN) Espoo
Time Zone Europe/Helsinki
User Interface Language English (US)
Prompt Language English (UK)
User Settings Template CC Agent
Number 1011
Chat Address agent1@acme.com
Chat Name Agent1
E-Mail Address agent1@acme.com
Authentication block
Logon Name agent1
Roles block
Click Add Search, select CC Agent click Add and Close
Groups block
Click Add Search, select CC Agents group click Add and Close
Skills block
Show Only User’s Skills Untick
Set the skill level for the user (in this example the agent user has skills=4)
Recording block
Server-Side Recording Controlled by User (CDT and Convergence)
Number of Switchboard Queue 1000 (needed for presence application to forward the call to sb number)
Queue Size 0 (personal calls are not shown to user when having an active queue call)
Reporting block
Reporting Group ACME Agents
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Expert user is switchboard agent which gets the user rights through Expert User role and Expert Users group. Expert user has
only serve right and statistic summary rights to all queues in which the agent is serving.
Basics block
First Name (EN) Expert
Last Name (EN) SB
Title (EN) Switcboard agent
Location (EN) Espoo
Time Zone Europe/Helsinki
User Interface Language English (US)
Prompt Language English (UK)
User Settings Template Expert Users
Number 1012
E-Mail Address expert@acme.com
Authentication block
Logon Name expert
Roles block
Click Add Search, select Expert User click Add and Close
Groups block
Click Add Search, select Expert Users group click Add and Close
Recording block
Server-Side Recording Controlled by User (CDT and Convergence)
Number of Switchboard Queue 1000 (needed for presence application to forward the call to sb number)
Queue Size 5 (queue size 1 or more for expert users like switchboard agents)
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Basics block
First Name (EN) Office
Last Name (EN) User
Title (EN) Office user
Location (EN) Espoo
Time Zone Europe/Helsinki
User Interface Language English (US)
Prompt Language English (UK)
User Settings Template Office Users
Number 1013
E-Mail Address office.user@acme.com
Authentication block
Logon Name office
Roles block
Click Add Search, select Office User click Add and Close
Groups block
Click Add Search, select Office Users group click Add and Close
Recording block
Server-Side Recording Controlled by User (CDT and Convergence)
Basics block
First Name (EN) Polycom
Last Name (EN) Hardphone
Title (EN) Meeting room
Location (EN) 3rd floor, room 10
Time Zone Europe/Helsinki
User Interface Language English (US)
Prompt Language English (UK)
User Settings Template Office Users
Number: 1014
Authentication block
Logon Name 1014
Roles block
Click Add Search, select Office User click Add and Close
Groups block
Click Add Search, select Office Users group click Add and Close
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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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BCM system runs after configuration but because some of the fundamental parameters like prompt paths have
been added during SC configuration the BCM system is recommended to restart. It should be done inactivating all
virtual units and then starting them again. It is also recommended to restart the IA user interface.
Select Inactive for all virtual units one by one on Virtual Units level and wait until the virtual units show stopped
(Inactive) sign.
All virtual units Inactive
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.
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NOTE: In operative system administrators should arrange the installation of client workstation components using e.g. Microsoft
System Center Configuration Manager (formerly Systems Management Server, SMS) or any other remote installation tool
to install new versions of components automatically. Installation using a script (batch file) can be also used.
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:
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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On the first time you login, you need to enter a new password. At least 8 characters long by default.
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 and configure the web site IP
address to the Host Address field. Additional settings on other tabs.
Common: Audio:
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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
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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Configured skills:
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 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 don’t 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.
After the installation of the web site has succeeded copy the D:\SAP\BCM\Install\7.0.x.x\Internet Chat
Client\contents\ChatAs folder to D:\SAP\BCM\VU\ACME_Chat\Web\ folder.
Edit following two files to have correct information about channel and chat portal:
D:\SAP\BCM\VU\ACME_Chat\web\ChatAs\Web.config
D:\SAP\BCM\VU\ACME_Chat\web\ChatAs\ChatForms\CustomerChatForm.xml
Edit the Web.config file with an appropriate text editor (Notepad). Define the HTTP address and port number of the VU
where the Chat Portal is installed for the ChatPortal, IciContainerService, IciItemService and IciChatSessionService.
All these services are found from your chat portal server.
1. Sample …ChatAs\web.config file; replace the ip.address:1080 with the IP address and possible port of the
ACME_Website virtual unit (port is not mandatory but informative for administrators):
…………….
<applicationSettings>
<ChatAS.Properties.Settings>
<setting name="ChatAS_ChatPortal_ChatPortal" serializeAs="String">
<value>http://10.31.99.137:80/ChatPortal/ChatPortal.asmx</value>
</setting>
<setting name="ChatAS_IciContainer_IciContainerService" serializeAs="String">
<value>http:// 10.31.99.137:80/ChatPortal/IciContainerService.asmx</value>
</setting>
<setting name="ChatAS_IciItem_IciItemService" serializeAs="String">
<value>http:// 10.31.99.137:80/ChatPortal/IciItemService.asmx</value>
</setting>
<setting name="ChatAS_IciChatSession_IciChatSessionService" serializeAs="String">
<value>http:// 10.31.99.137:80/ChatPortal/IciChatSessionService.asmx</value>
</setting>
</ChatAS.Properties.Settings>
</applicationSettings>
.…………..
……...
<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)
To set the correct user, click the Set... button, enter the correct user account and password.
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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.
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.
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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A lot of parameters to
configure the CRM integration.
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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 don’t include any
executable components. They can be also hidden from user interface by creating logical systems in IA.
Some SAPphone parameters can be found in System Management Modules Online Integration Interface (OII)
Adding OII to BCM system creates automatically some setting for voice channel.
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Users can have different logon names for BCM system and CRM system.
In this training example supervisor is using CRM with logon name crmuser00
In the BCM 7 training environment we are using URL like this to open the IC Webclient:
http://iwdfvm1042.wdf.sap.corp:52080/sap/bc/bsp/sap/crm_ui_frame/default.htm?sap-user=crmuser00&sap-
password=welcome
In the training environment the phone number of Agent1 (1011) is recognized in the CRM database as a customer.
Separate documentation is available for CRM configuration. In the training environment the phone number of Agent1 (1011) is
recognized in the CRM database as a customer.
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IVR Management
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 showing that.
Sign disappears when all the needed parameters have been entered.
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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)
Click Save.
Configure a prompt
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Configure:
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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Select MenuWelcome to be the prompt in the application and clear the Audio File Expression field.
Click Save in the IVR Editor block.
NOTE: This example is using a prerecorded wav file as the welcome message. You should record your own
welcome message for this kind of IVR where the options are told to the caller and configure your IVR to use it.
Check that ACME_Core is set to be the Active CEM to run the application and check the IVR Numbers.
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:
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.
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Script example
Use Scripting Management and create an Interactive Script called Sales script sample. (or import script
from example file; Example_Outbound_Script_Tennis.txt, same way as the campaign)
Q1: Hi, we are calling from your local store. All our tennis products are now on big sale. Would you like to hear more about our offers?
type: radio buttons
o Answer options:
yes (go to Q2)
no (go to Q9)
o Set as Mandatory question
Q2: Great! To recommend you right kind of racket, how often do you play tennis?
type: drop down menu
o Answer options:
1 per week
2-3 times per week
4+ times per week
Go to Q3.
Q3: If you would now buy a new tennis racket, which of the following brands would you prefer?
type: Checkboxes or Dropdown list with checkboxes
o Answer options:
Babolat
Dunlop
Fischer
Head
Prince
Wilson
Other
Go to Q4.
Q4: OK, thanks. Would you be interested to visit our store so we can book an expert to introduce you these rackets in more details?
type: radio buttons
o Answer options:
yes (go to Q5, activate recording)
maybe later (go to Q7)
no thanks (go to Q9)
Q5: Awesome! What would be best dates and times for you to visit our store?
o Answer option: Input Text Area with Text data type
o call recording activated at this stage (Q4 - yes answer)
Go to Q6.
Q6: Excellent, please visit our store on agreed time and our expert will be ready to introduce recommended rackets for you! Thanks for your
time! See you, goodbye!
o Answer option: information. Go to last question
Q7: OK. When do you think you are going to update your racket so we can give you a call to discuss what we can offer at that time?
type: radio button
o Answer options:
Within 6 months (go to Q8)
within 1 year (go to Q8)
more than 1 year (go to Q8)
please do not call me again (go to Q9)
Q8: Very good, thanks. We will mark our records accordingly and give you a call again to see if it’s then time to update your racket. Thanks for
your time! See you, goodbye!
o Answer option: information. Go to last question.
Q9: OK. We hope you keep in mind our store once you need some tennis or other sport equipment....we’ll promise you best service and
attractive prices. Thanks for your time! See you, goodbye!
o Answer option: information.
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Browse back to Outbound Management Campaigns and open the Sample Campaign for configuration.
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Script flow:
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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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In big BCM systems you might need to increase CEM and CD capacity in your system. Then you can add a new instance of
core virtual unit. Adding a second core virtual unit can also give you a chance to upgrade the system without downtime. You can
inactivate one core virtual unit and upgrade that while the other core is still running. After upgrade you can activate the new core
and then upgrade the other instance similarly.
Switch to Deployment Mode and add the second core virtual unit, use name ACME_Core2.
Add in the IP address (10.31.98.136) and subnet mask then click OK.
Common Variables:
Server Connection Security:
Internal Server Certificate in Use Tick
Internal Server Certificate Common Name BCM.ACME.COM
Internal Server Certificate Issuer BCM00CA
All other variables have the default settings inherited from other virtual units.
Notice the RTP Packet length in MS setting. This is the system wide packet length setting. This setting should have the same
value as with first core virtual unit (ACME_Core).
Click Save
Right click on Instances, and select Add Instance to node BCM00
(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.
NOTE: When stopping a core virtual unit where CEM Server or Call Dispatcher is running use the Standby
role. Then the CEM Server and Call Dispatcher stop accepting new calls and they handle the existing calls until
they are normally disconnected. After that the components are stopping automatically. This is called graceful
shutdown and no calls are lost.
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In System Configurator (SC) configure the two MRS components to work with this new core.
Add the ACME_Core2 to list of Selected Modules of the MRS in ACME_Agents virtual unit to record the calls.
NOTE: When adding a new core the values of maximum simultaneous prompts and maximum simultaneous recordings should
be changed in the Media Routing Server (MRS) configuration. Call Dispatchers (CD) are requesting to open the amount of slots
configured to each MRS, the sum of requests should not exceed 800. Maximum value in MRS configuration should be: 800 /
number of CDs. Don’t reserve too many resources (memory) from server if it is not needed.
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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In this example we have already installed the H323 Bridge component to system when we installed the PSTN virtual unit. Now
we can add an H.323 gateway to BCM system.
rd
Configuring 3 party H.323 gateway to be able to make calls to PSTN.
Click on the Gateways section, and click . Select H.323 and click OK. Enter the information:
Name IP3000
Description Innovaphone IP 3000 GW
IP address 10.31.99.249
Bridge H323Bridge ACME_PSTN (select from dropdown)
Edit Incoming B Number (In mask) #### (using last 4 digits from
incoming B-number)
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Internal server certificate (BCM.ACME.COM) from the first server must be exported to this second server.
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).
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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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Contact-related statistics are saved in the FactCEMContacts table. Each contact causes a row written into
FactCEMContacts with all links and fact values.
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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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After completing the Reporting Services Configuration Manager restart the above created reporting
website with Infrastructure Administrator.
Server Name
Report Server Instance ● Connection created, report server started
Account
Password ● Report server service account configured
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Virtual Directory
IP Address ● Web service configured
TCP Port ● you need the URL when installing Standard Reports
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Filename ● Password
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Standard Reports can be installed only after the Reporting Services Configuration Manager wizard has been
successfully run. Reset also the reporting website before installing standard reports.
Set Infrastructure Administrator to Deployment Mode and create virtual unit for standard reports.
Use Standard Reports Virtual Unit template and configure the variables.
HTTP://10.31.99.108:80/REPORTSERVER_ACME
HTTP://10.31.99.108:80/REPORTS_ACME
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:
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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
change Criterion
ReportIntervalInMinutes = 15
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Survey IVR
With this IVR you can make a survey where you ask your customer’s opinion about the service after a contact center call. Survey is carried out
with two IVR applications: with the opt-in IVR you ask permission to make the survey, and with the survey IVR you run the actual survey. This
functionality is added in SP04.
Opt-in IVRs are any IVR applications that have other Survey IVR Settings defined than Script Name for Monitoring and Reporting, and the
settings Survey IVR Number and Opt-in Query Percent are mandatory for them. Opt-in IVR application must include the setextradata element
that attaches the survey IVR application’s number to the call, enabling that those calls that participate in survey, are automatically
transferred to survey IVR after the actual service call.
Survey IVRs can be any IVR applications whose number is told to the opt-in IVR with the setextradata element, and we recommend that you
define Script Name for Monitoring and Reporting for them to enable reporting the survey results.
Survey results can be viewed in script reports in BCM Online Monitoring and Reporting if the script name is given, and appropriate expressions
for question and answers are defined in relevant elements (menu, choice, noinput, nomatch, field) of opt-in and survey IVRs.
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.
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From report you can see the answers that callers have given.
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Note: Separate detailed documents about survey IVR are also available.
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Ldifde is a command-line tool that is built into Windows Server 2008. It is available if you have the Active Directory
Domain Services (AD DS) or Active Directory Lightweight Directory Services (AD LDS) server role installed. To use
ldifde, you must run the ldifde command from an elevated command prompt. To open an elevated command
prompt, click Start, right-click Command Prompt, and then click Run as administrator. With this tool you can
export Active Directory user and group information to other applications or services.
http://technet.microsoft.com/en-us/library/cc731033(v=ws.10)
ldifde -v -n -u -f ldifde4.ldf -r
"(&(objectCategory=person)(objectClass=User)(givenname=*)(company=ACME))" -l
"cn,givenName,sn,telephoneNumber,mobile,mail,displayName"
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The mapping settings are shown on SC, start import by clicking ‘Start’ button.
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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You can create quick links to your most often used functionalities to Home page of System Configurator.
Open Personalize Quick Links and create e.g. blocks for adding, searching, opening etc.
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You can add a new monitoring view to BCM system and use your own background picture to illustrate the view to
HAC nodes.
Add a .jpg picture and drag and drop the virtual units over the picture.
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Troubleshooting
LogLevel key is the root registry key for other LogModule keys. It is inherited to other keys automatically by default. When you
need more information to logs here’s a couple of samples how to set up the keys. If you just set LogLevel key to trace or debug
you’ll get really a huge amount of information into the log and it might be difficult to find the wanted information from the log.
Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Wicom\
If there is the LogModule.xyz.Level key for component itself, like the Call Dispatcher in the picture, change that to e.g. trace or
debug. This way the other keys have the warning level and only the component creates the log you need on trace/debug level.
If there is no log module for component level, change the LogLevel key to trace or debug and change all the other keys from
inherit e.g to warning. This way the other keys have the warning level and only the component creates the log you need on
trace/debug level.
If you need more information to log about database, network, security etc. related stuff, change the corresponding key to trace
or debug level or use the ‘inherited’ value to follow the LogLevel key.
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.
failure
presence
config
read
modify
rights
all
Symptom without parameter: With external calls CDT is ringing and when Agent clicks the answer
button the call is disconnected.
Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Wicom\<VUName>\WH323DLL
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BCM system
When all configurations have been done the BCM system should look like this:
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Glossary
A number
A number from which a call or a message comes.
abandoned
Calls that are hung up by customers before they are answered but after the false attempt time.
absence
A status in the system when a user is away or not available and cannot be reached.
ACI (Administration and Configuration Interface)
Server-to-server interface that provides access to the configuration data stored in BCM databases.
agent
Person who handles inbound or outbound calls in a call center.
Agent Server (AS)
A mandatory server component that carries out communication between BCM components.
ASP (application service provider)
An enterprise that provides other enterprises or individuals remote access to application programs and services over the Internet.
attended transfer
A call is transferred to another number only after the person it is transferred to answers the phone. The call is put on hold automatically,
and you can release it and continue if the other party does not answer. Compare to the blind transfer method.
answered-on-time limit
In contact centers, time limit for service level calculation. Contacts (chats, e-mails, and calls) answered before that time are classified as
answered on time.
answering button
audio file
A recorded file that can be used to make prompt files and prompts
auto-allocation
Queue mode where agents are forced to receive calls, chats, or e-mails from queues
B number
A target of a call or a message.
Batch Job Server (BJS)
A mandatory server component that takes care of directory rebuild/synchronization, licence reporting, message/file/outbound campaign
cleaning and database related things
bandwidth control
A way to reserve bandwidth for voice stream of a location.
bandwidth group
Part of a network defined by IP ranges, subnets, network elements, or specific user groups and which has a specific bandwidth dedicated
for its voice streams.
barge-in
A supervisor-related function in the Communication Desktop (CDT) application that allows supervisors to participate in a call between an
agent and a customer. All parties can hear each other.
barring
A way to restrict outbound calls with predefined call rules, for example, blocking international calls.
barring group
A way to attach barring rules to users and user groups
base installation
The complete software package of a certain version. Each virtual unit is using the specified base installation, thus all software packages
installed in a virtual unit always use the same software version. Hotfixes (patches) are dedicated to a specific base installation, and the
entire software is upgraded by changing the base installation.
blind transfer
A call is transferred to another number without you knowing whether the other party answers or not. Compare to the attended transfer
method.
block
A functional entity in a VoiceXML document that consists of elements.
bridge
A module for connecting the registered terminal devices and the gateways to the BCM core module, Call Dispatcher. Two main types in
use: H.323 and SIP.
C number
A target of a call that is transferred from the B number.
calendar
A set of days (either weeks, months, years, or specific dates every year) used to schedule when a service is available. For example, the
“Public Holiday” calendar includes all days of the year when the service is closed, and the corresponding schedule is “Closed 24h”.
Call Dispatcher (CD)
The core module for low-level call handling.
call out prefix
A set of numbers automatically added to the beginning of the displayed telephone number when making outbound calls.
call waiting tone
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A file that is played to an agent when the agent has an inbound call waiting.
campaign
An outbound call campaign where the dialer calls customers and agents ask questions according to the script.
CBC (Call Bandwidth Control)
CBC enables reserving a certain bandwidth for voice streams of definite users or location
channel
Settings that define the e-mail, phone and chat channel behavior.
channel type
A way to define the media that a channel is using to pipeline contacts to a queue, for example, chat, e-mail, telephone, or fax. A queue can
have more than one channel defined.
Chat Server, Chat Portal Server
Server components that must be installed in the system if the chat channel is used.
child element
A functional step in a VoiceXML document that is nested in a parent element or block.
ClientCom
The communication interface between the client-level applications.
ClientCore
The communication interface provides access into the core of the BCM software telephone.
codec
A device or computer program capable of encoding and decoding a digital data stream or a signal.
Communication Mobile Client (CMC)
An end-user application for mobile phone users.
conference
Indicates the availability of a user. The user is attending a conference call.
conference bridge
A service that connects callers to a conference call and monitors the call.
connect
Connection Server (CoS)
A mandatory server component that carries out communication to the end-user interfaces CDT and CMC via a TLS-secured connection.
Contact Event Manager (CEM)
The core module in the BCM system that takes care of contact routing intelligence.
country code
CPI (Chat Portal Interface)
Chat Portal defines the external API that internet chat client uses to communicate with SAP BCM.
critical time
The static time value for queuing.
customizer
Lines of code that are used to import a function to the system.
customizing file
A text file that contains customer-specific values
DAI (Directory and Availability Interface)
Server-to-server interface that provides directory data and presence information
dashboard
The runtime statistics of user's own activities, such as inbound and outbound calls, and e-mail messages.
Data Collector (DC)
A server component that collects reporting and monitoring data. Required if Reporting or Online Monitoring applications are used.
data item
XL Reporter: Data in the SAP Business One database that XL Reporter uses to specify a selection. Depending on their relationship to other
data in the database and the actions that XL Reporter can perform on them, data items can be of the three following categories:
o Dimensions
o Light Dimensions
o Measures
desk phone
A complete device for performing telephonic tasks such as calling, answering, and transferring calls. In VOIP, this is an alternative for a
soft phone that is run as software on a PC or laptop with suitable audio devices connected.
destination number
A number to which a call is made.
dial pad
dial pad button
dialing mode
A setting in the campaign management that defines the way the dialer handles a call campaign.
directory
A list containing contact information on persons and companies.
Directory Server (DS)
A mandatory server component that is used by CEM Server to show directory information to users/agents.
divert
To redirect calls to another number in the Communication Mobile Client (CMC) application.
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divert delay
document
A definition of an IVR application expressed in VoiceXML.
DSArea (Data Staging Area)
One of the databases in the DTE. Related to the Reporting application.
DTE (Data Transformation Engineer)
A tool that runs the transformation process in the Reporting application.
DTMF (dual tone multi-frequency)
The signals you generate by pressing the keypad of a traditional phone.
DW (Data warehouse)
Information organised in datamarts for effective on-line search. Related to the Reporting application.
EII (External IVR Interface)
External IVR Interface enables that an SIP enabled speech recognition IVR server can be integrated into BCM system.
element
A functional step in VoiceXML document that is defined with appropriate attributes. For example, the audio element requires that the
related recorded voice file is defined.
E-mail channel
The queue type which is used for receiving and handling e-mail messages.
Email Sender
A server component that can be used to send email messages like voicemail notifications and email channel replies using the local SMTP
server in the operating system.
external agent
A user who is logged on to the software from an external number (mobile or fixed) and serves in queues remotely.
extension number
External Terminal Controller (ETC)
A core module that translates the protocol used with desk phones into a protocol used with softphones.
false attempt
An unanswered call that is hung up by a customer before the false- attempt limit (typically 5 seconds) is reached.
federation bridge
A core module for interconnecting several BCM systems.
File Replication Server (FRS)
A server component that can be used to e.g. to copy voicemail files between different locations.
forward
To redirect calls to, for example, voicemail or mobile phone.
gain
In Outbound campaigns the percentage of successful results of made calls. Can be calculated using all, handled, or reached customer
contacts either per campaign or per agent.
GK (gatekeeper, SIP)
A core module for registering the terminal devices to the CD core module.
grammar
A definition of rules for certain functions used in VXML, for example DTMF recognition
grant
GW (gateway, H.323 or SIP)
An external module for connecting the system to an external network (usually to the PSTN network).
H.323, H323
A standard protocol for audio, video, data, internet phone, and VoIP transmissions.
hang-up time
The average duration of abandoned calls.
High Availability Controller (HAC)
A service run on each physical server that constantly monitors and controls the services on the server and networks with other HAC
instances on other servers to ensure that if one of the servers fail the services are moved to another server.
hold
A function that puts a call on hold.
hunt group
Queue mode where the agents pick the call, chat, or e-mail from a queue.
immutable
An object whose state cannot be modified after it is created. For example in BCM IA, some of the installation variables are immutable and
cannot be changed after they have been entered for the first time.
IA (Infrastructure Administrator)
An administration application for creating the system model, and starting and stopping all components of the system.
IAP (Internet Access Point)
The connection server through which the CMC application connects to the internet.
IIS (Internet Information Server)
A Microsoft server product which is used for various web-related tasks, such as managing services and sharing information.
Interactive Voice Response (IVR)
An automated system that accepts input from a user over the telephone and plays back audio responses.
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intercept
To take a call from an agent and continue that call. One of the supervising functions.
IP (Internet Protocol)
The method and technology for sending data between computers on the Internet.
LRI (License Reporting Interface)
LRI provides access to information related to the current and past provisioning situation and the usage of different functions in a BCM
system.
mask
A method of hiding a source or destination number. For example, an agent's individual number can be masked and the contact center
queue number is shown as a caller.
MCTABUFF
The core module required for ClientCom integrations and the task management integration. This ActiveX component is installed on a
client workstation.
mobile phone
module
monitoring
MRS (Media Routing Server)
A core component in the BCM system that plays prompts to a voice stream.
MTD (Multiterminal desktop)
Functions for defining multiple terminal devices for receiving inbound calls and for selecting which one of the devices is used when
making outbound calls.
NAT location
Part of a network defined by IP ranges, subnets, network elements, or specific user groups that use NAT to route streams to other
locations.
Network Address Translation (NAT)
An IP address used in one network (the inside network) and translated to a different IP address known in another network (the outside
network).
notification call
A way to inform a user about a new voicemail message
OII (Online Interaction Interface)
OII interface provides methods for handling agent statuses and channel/queue assignments, and performing telephony and other
communication operations in BCM system. OII is dedicated to communication with the SAP CRM system, but it is not limited to that.
OLAP
On-line analytical processing. Related to the Reporting application.
Outbound
An element in the Communication Desktop (CDT) application related to predefined outbound call campaigns.
outbound management
A way to manage campaigns in the system including dialers, settings, templates, filters, classifiers, call transfer lists, and call lists.
pattern
A certain combination of characters or numbers that routes the contact to a specific route, for example, the calls starting with a plus sign
(+) are recognized as international calls. It can also be used for barring calls to numbers starting with the same pattern.
PBX (Private Branch eXchange)
A traditional corporate telephone system which usually includes switchboard hardware.
PDC (Predictive Dialing Controller)
A CEM module which runs the outbound campaigns. Used in the Outbound Desktop application.
presence
A status in the system when a user is free and can be reached.
presence profile
An absence, presence or conference profile which defines how inbound calls are handled when an appropriate profile is selected.
PRACK
Provisional Response ACKnowledgement method
predictive
Dialing mode where the software makes calls automatically. When a customer answers a call, it is immediately connected to a free agent.
prerouting policy
Enables calls (and other contacts) to be routed to the Front End application instead of a call center queue in case of a congestion.
preview
Dialing mode where an agent can view the customer data and possible scripts before making calls.
prewelcome message
An audio prompt type, either a prompt or a prompt file
prewelcome prompt
A customer-specific audio message played once after schedule processing but before the call enters a queue.
progressive
Dialing mode where the software selects a new customer automatically and makes the new call immediately when an agent has finished
the wrap-up related to the previous call.
prompt
Audio or text-based messages that advise the user in the contact center interactions, for example, in an IVR or when waiting in a queue.
Also an audio or a text file that is used accordingly. Examples:
“You are in queue. Your call will be answered as soon as possible.” and “To select the option 10x, press 1.”
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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.
© SAP AG 2013
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© SAP AG 2013