SAP Contact Center 7.

0
SAP Contact Center introductory training
- part 1
Infrastructure Administrator
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© SAP SE 2017
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Version Date Description

1.0 8.5.2015 Initial version

1.1 11.9.2015
1.2 11.1.2016 SP9
1.3 16.2.2017 SP10
1.4 11.12.2017 FP11
1.5 11.1.2018 FP12

© SAP SE 2017
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Table of Contents
Scope ..................................................................................................................................................................... 9
Prerequisites ........................................................................................................................................................ 10
Planning Server Roles and Requirements.............................................................................................................. 13
Planning System Model ........................................................................................................................................ 13
Business Scenarios of SAP Contact Center..................................................................................................... 14
Functional Overview ..................................................................................................................................... 14
Contact Center ............................................................................................................................................. 14
Telephone .................................................................................................................................................... 14
Sending and Receiving Messages .................................................................................................................. 14
Presence Management ................................................................................................................................. 15
Outbound Campaign Management ............................................................................................................... 15
Reporting and Online Monitoring ................................................................................................................. 15
Administration Tools .................................................................................................................................... 15
Integration Interfaces ................................................................................................................................... 15
Plan for test/demo environment - introductory .................................................................................................... 16
Example installation for SAP Contact Center 7.0 training .............................................................................. 17
Example virtual unit configuration for training .............................................................................................. 18
Administration ............................................................................................................................................. 19
Agents .......................................................................................................................................................... 19
Front-End, separate instances for Agents and Administration ....................................................................... 19
PSTN Bridges ................................................................................................................................................ 19
Core ............................................................................................................................................................. 19
Website ........................................................................................................................................................ 20
Alarm Server................................................................................................................................................. 20
Reporting ..................................................................................................................................................... 20
Externals (Optional) ...................................................................................................................................... 20
Embedded Communications Framework (ECF) ............................................................................................. 21
Performance limits of SAP Contact Center components........................................................................................ 23
Server Roles and Features .................................................................................................................................... 27
SMTP Virtual Server configuration ........................................................................................................................ 28
SQL Server options ............................................................................................................................................... 29
Microsoft Distributed Transaction Coordinator (MSDTC) ...................................................................................... 31
Other operating system related settings............................................................................................................... 32
IP address ..................................................................................................................................................... 32
Data Execution Prevention (DEP) .................................................................................................................. 32
User Account Control (UAC) in Windows 2008/2012 Servers ........................................................................ 33
Windows firewall.......................................................................................................................................... 33
High Availability Driver ................................................................................................................................. 34
Certificates........................................................................................................................................................... 35
Install Trusted Root Certification CA certificate (.p7b file) ............................................................................. 36
Connection Server certificate........................................................................................................................ 38
Internal Server certificate ............................................................................................................................. 40
Verifying Certificates .................................................................................................................................... 42
Infrastructure Administrator (IA) .......................................................................................................................... 44
HAC Node with HAC service on SQL server ........................................................................................................... 46

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HAC Node with HAC service on application server ................................................................................................ 50

Save the system model ................................................................................................................................. 53
Installation logs .................................................................................................................................................... 56
Adding and configuring virtual units with Infrastructure Administrator ................................................................ 57
Database server configuration ...................................................................................................................... 57
Installation order .......................................................................................................................................... 58
Database virtual unit .................................................................................................................................... 58
SAP Contact Center 7.0 database structure ................................................................................................... 63
Installing Reporting databases ...................................................................................................................... 64
WebSite virtual unit...................................................................................................................................... 65
Binding virtual IP address to physical IP address ........................................................................................... 67
Administrator virtual unit ............................................................................................................................. 68
Agents virtual unit ........................................................................................................................................ 70
AgentFrontEnd virtual unit ........................................................................................................................... 72
AdminFrontEnd virtual unit .......................................................................................................................... 74
PSTN virtual unit ........................................................................................................................................... 76
Core virtual unit............................................................................................................................................ 78
Chat overview ...................................................................................................................................................... 80
Chat Channel........................................................................................................................................................ 81
Chat Server and Chat Portal Server ............................................................................................................... 83
Internet Chat Client ...................................................................................................................................... 84
Windows Server IIS Configuration ................................................................................................................. 86
Reporting installation and configuration............................................................................................................... 88
Configuring the reporting website ................................................................................................................ 91
Reporting Services Configuration Manager ................................................................................................... 91
Installing the Standard Reports ..................................................................................................................... 95
Reporting user rights .................................................................................................................................... 96
Reports......................................................................................................................................................... 98
Reporting scheduling .................................................................................................................................. 101
Activate Virtual Units ......................................................................................................................................... 103
System Configurator........................................................................................................................................... 106
Configuring Contact Center components, queues, users ............................................................................. 106
Configuring 3rd party devices .............................................................................................................................. 107
Configuring gateways ................................................................................................................................. 107
Configuring hard phones ............................................................................................................................ 108
Troubleshooting ................................................................................................................................................. 109
CDT log level ............................................................................................................................................... 114
Audit logging .............................................................................................................................................. 115
Cisco gateway parameters .......................................................................................................................... 116
Remote Desktop connection....................................................................................................................... 116
Codec selection examples for trunks and hard phones................................................................................ 117
CDT diagnostics .......................................................................................................................................... 118
Windows Performance Monitor ......................................................................................................................... 119
Example SAP Contact Center system installed .................................................................................................... 121
Glossary ............................................................................................................................................................. 122

© SAP SE 2017
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© SAP SE 2017
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COPYRIGHT

© Copyright 2015 SAP SE or an SAP affiliate company. All rights reserved.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or
an SAP affiliate company.

SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of
SAP SE (or an SAP affiliate company) in Germany and other countries.

Please see www.sap.com/corporate-en/legal/copyright/index.epx#trademark for additional trademark information and notices.

Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors.
National product specifications may vary.

These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of
any kind, and SAP SE or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties
for SAP SE or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying
such products and services, if any. Nothing herein should be construed as constituting an additional warranty.

In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any
related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP
SE's or its affiliated companies' strategy and possible future developments, products, and/or platform directions and functionality are all
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cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be
relied upon in making purchasing decisions.

© SAP SE 2017
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The latest SAP Contact Center 7.0 documents are found from URL:

https://help.sap.com/viewer/product/SAP_CONTACT_CENTER/7.0/en-US

© SAP SE 2017
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This document is the first part of the Introductory training material, including the Infrastructure Administrator part related to
installation:

The second document includes the System Configurator part of the installation:

The third and fourth parts of the training documentation include installation examples of some additional virtual units and
more configuration examples.

© SAP SE 2017
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Scope

• The scope of this introductory example installation is to install the SAP Contact Center 7.0 system with basic configuration.

• Most benefit of this material you will get by participating to our introductory and advanced training sessions.

• You should be familiar with Microsoft Windows server administrative tools like IIS, Management Console etc. and also SQL Server
Management Studio.

• Note that this is an example installation for training purposes using a single application server and a separate SQL server, so it might
not fully cover all the aspects of a production environment and high availability best practices as such.

• This document is not replacing any other document like e.g. installation guide or security guide. This document is created to be used
in installation training making the basic installation and used together with other SAP Contact Center documentation. You will always
need the other documents because this document does not explain all the topics found in the user interfaces or all functionalities.

• Installation will be done for the fictional company called ACME. Throughout this document we will be using ACME as the customer
name. Replace it with your own customer/company name.

• This example installation is currently based on the latest SAP Contact Center 7.0 build. Ensure you have the latest version of SAP
Contact Center software prior to starting installation.

Some symbols used in this document

Icon Meaning
Caution

Example

Note

Recommendation

Syntax

NOTE: SAP Contact Center software is delivered as .JAR files.

To extract them, use an appropriate compression tool, such as WinRAR or 7-zip.

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Prerequisites

This installation example is using two servers and it is planned for training/demo installation. Prior to installing SAP Contact Center 7.0
software in this environment you need two servers with following operating system versions and SQL server version, install also the latest
service packs.

Application Server: NOTE: See more detailed information about

Windows Server 2012/2012 R2, or 2016, English Standard 64bit prerequisite software from Installation guide.
Database Server:
Windows Server 2012/2012 R2, or 2016, English Standard 64bit / SQL Server 2012, 2014, or 2016, English Standard 64bit

Prerequisites:

• Install the SQL Server software as per the Installation Guide, using a Case Insensitive collation such as “Latin 1 General CI AS” for
English. Collation depends typically on language which is used. Note that Management Tools are needed, and if you want to use SAP
Contact Center Reporting select Analysis Services and Reporting Services to be installed but do not configure the Reporting Services
during installation. Use the same collation on every server in the system.

• On all application servers the SQL Native Client must be installed to be able to connect to databases.
Link: https://www.microsoft.com/en-us/download/confirmation.aspx?id=29065 (SQL Server 2012 Native Client)

• Microsoft Internet Information Services (IIS) (see installation guide selecting Role for Windows servers)

• Java SE Runtime 8, 32 bit edition

Link to Java 8 download: http://www.oracle.com/technetwork/java/javase/downloads/jre8-downloads-2133155.html
See SAP note 1905502 - BCM 7.0 IA and SC Issues with different Java versions

• Microsoft .NET Framework 4.5.2 or later, full package

Link to version 4.6.2: https://www.microsoft.com/en-us/download/details.aspx?id=53344
4.7.1: https://www.microsoft.com/en-us/download/details.aspx?id=56116
• MSDTC must be configured and running. (see the installation guide)

• 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.
Link: http://www.microsoft.com/en-us/download/details.aspx?id=883 (File name: ASPAJAXExtSetup.msi)

Window 2012 Servers need the following software packages:

• Microsoft Visual C++ 2010 Redistributable Package, 32-bit version, ‘vcredist_x86.exe’:

Link: http://www.microsoft.com/en-us/download/details.aspx?id=5555
• Visual C++ Redistributable for Visual Studio 2012 Update 4 (latest version), 32-bit version, ‘vcredist_x86.exe’:
Link: http://www.microsoft.com/en-us/download/details.aspx?id=30679
• Microsoft Visual C++ 2008 Service Pack 1 Redistributable Package MFC Security Update, 32-bit, version 9.0.30729.5677.
Version of the C-runtime-DLL is 9.0.30729.6161.
https://www.microsoft.com/en-us/download/details.aspx?id=26368
Reason for this is that Contact Center 7.0.10.0 (and also 7.0.1608.0 and newer) versions have a new version of Python.
Python version has changed from 2.5.2 to 2.7.10.
• Microsoft Visual C++ 2015 Redistributable Package, 32-bit version, ‘vc_redist.x86.exe’:
https://www.microsoft.com/en-us/download/details.aspx?id=53587

• OpenSSL, the newest available version. If Tomcat Native Connector is used with ECF installation.

© SAP SE 2017

You should be familiar with the following items to be able successfully work with SAP Contact Center software:
AD: Active Directory / Domain
IIS: Internet Information Services
DNS: Domain Name System
DHCP: Dynamic Host Configuration Protocol
SQL Server
SQL Server Management Studio
SQL Reporting Services
SQL Analysis Services
OLAP: Online Analytical Processing
VoIP: Voice over Internet Protocol
PSTN: Public Switched Telephone Network
SIP: Session Initiation Protocol
H.323
PSTN gateways (SIP and/or H.323)
SIP trunks
ISDN: Integrated Services for Digital Network
E1, T1, J1 carriers
PRI: Primary Rate Interface
RTP/SRTP: Real-time Transport Protocol /
Secure Real-time Transport Protocol
DTMF: Dual Tone Multi-Frequency
TLS: Transport Layer Security
UDP: User Datagram Protocol
TCP/IP: Transmission Control Protocol / Internet
Protocol
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Active Directory (AD) is a directory service that Microsoft developed for Windows domain
networks and included in most Windows Server operating systems as a set of processes and
services. An AD domain controller authenticates and authorizes all users and computers in a
Windows domain type network—assigning and enforcing security policies for all computers and
installing or updating software.
You can import users from active directory to SAP Contact Center.
Internet Information Services is an extensible web server created by Microsoft for use with
Windows Server family.
Some SAP Contact Center web sites are installed in IIS.
The Domain Name System (DNS) is a hierarchical distributed naming system for computers,
services, or any resource connected to the Internet or a private network.
SAP Contact Center virtual unit names can/should be linked to DNS names.
The Dynamic Host Configuration Protocol (DHCP) is a standardized networking protocol used on
Internet Protocol (IP) networks for dynamically distributing network configuration parameters,
such as IP addresses for interfaces and services.
Typically used with hard phone configuration in SAP Contact Center.
Microsoft SQL Server is a relational database management system developed by Microsoft.
Understanding of the SQL servers and clusters is needed when using SAP Contact Center
User interface to SQL servers and databases.
SAP Contact Center reporting databases and web pages.
SAP Contact Center reporting OLAP cubes.
In computing, OnLine Analytical Processing, or OLAP, is an approach to answering multi-
dimensional analytical (MDA) queries swiftly. OLAP is part of the broader category of business
intelligence, which also encompasses relational database, report writing and data mining.
A multidimensional cube which consists of numeric facts called measures which are categorized by
dimensions.
Voice over Internet Protocol (VoIP) is a methodology and group of technologies for the delivery of
voice communications and multimedia sessions over Internet Protocol (IP) networks.
Terms commonly associated with VoIP are IP telephony, Internet telephony.
The public switched telephone network (PSTN) is the aggregate of the world's circuit-switched
telephone networks that are operated by national, regional, or local telephone operators,
providing infrastructure and services for public telecommunication.
SAP Contact Center is always connected to PSTN network, some basic knowledge of PSTN is always
needed.
The Session Initiation Protocol (SIP) is a signaling communications protocol, widely used for
controlling multimedia communication sessions such as voice and video calls over Internet
Protocol (IP) networks. Connection method to PSTN using either SIP gateway, SIP Session Board
Controller or SIP trunk, primary method in SAP Contact Center software.
H.323 is a recommendation from the ITU Telecommunication Standardization Sector (ITU-T) that
defines the protocols to provide audio-visual communication sessions on any packet network. The
H.323 standard addresses call signaling and control, multimedia transport and control, and
bandwidth control for point-to-point and multi-point conferences.
3rd party devices, several supported platforms, see compatibility list.
Connection method to PSTN operator instead of gateway or SBC.
Integrated Services for Digital Network (ISDN) is a set of communication standards for
simultaneous digital transmission of voice, video, data, and other network services over the
traditional circuits of the public switched telephone network.
Single physical wire pair can be used to carry many simultaneous voice conversations by time-
division multiplexing, worldwide standards have been created and deployed.
The Primary Rate Interface (PRI) is a standardized telecommunications service level within the
Integrated Services Digital Network (ISDN) specification for carrying multiple voice and data
transmissions between a network and a user.
PRI is the standard for providing telecommunication services. It is based on the T-carrier (T1) line in
the US and Canada, and the E-carrier (E1) line in Europe. The T1 line consists of 24 channels, while
an E1 has 32.
Defines a standardized packet format for delivering audio over IP networks, SAP Contact Center
can use both normal and secured RTP.
Dual-tone multi-frequency signaling (DTMF) is used for telecommunication signaling over analog
telephone lines in the voice-frequency band between telephone handsets and other
communications devices and the switching center. DTMF’s can used with SAP Contact Center.
Transport Layer Security (TLS) and its predecessor, Secure Sockets Layer (SSL), are cryptographic
protocols designed to provide communication security over the Internet. TLS encryption can be
used e.g. with email channels.
The User Datagram Protocol (UDP) is one of the core members of the Internet protocol suite (the
set of network protocols used for the Internet), RTP is built on UDP.
The Internet protocol suite is the networking model and a group of communications protocols
used for the Internet and similar networks. It is commonly known as TCP/IP, because its most
important protocols, the Transmission Control Protocol (TCP) and the Internet Protocol (IP), were
the first networking protocols defined in this standard.

DSCP/QoS: Differentiated Services Code Point /
Quality of Service
Email server (e.g. MS Exchange, Lotus Notes)
IMAP: Internet Message Access Protocol
SMTP: Simple Mail Transfer Protocol
TFTP: Trivial File Transfer Protocol
SNMP: Simple Network Management Protocol
Firewalls
Certificates
Internet Explorer
SCCM: Microsoft System Center Configuration
Manager (formerly Systems Management Server
- SMS)
VXML: VoiceXML
NAT: Network Address Translation
IVR: Interactive Voice Response
SOAP: Simple Object Access Protocol
PBX: Private Branch eXchange
Codecs, G.711, G.729
Session Border Controller, SBC
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Differentiated services or DiffServ is a computer networking architecture that specifies a simple,
scalable and coarse-grained mechanism for classifying and managing network traffic and providing
quality of service (QoS) on modern IP networks. DiffServ can, for example, be used to provide low-
latency to critical network traffic such as voice or streaming media while providing simple best-
effort service to non-critical services such as web traffic or file transfers.
SAP Contact Center email channel is using email server with IMAP connection.
Internet Message Access Protocol (IMAP) is a protocol for e-mail retrieval and storage, SAP
Contact Center system reads emails with IMAP.
Simple Mail Transfer Protocol (SMTP) is an Internet standard for electronic mail (e-mail)
transmission. Used by SAP Contact Center.
Trivial File Transfer Protocol (TFTP) is a file transfer protocol notable for its simplicity. It is generally
used for automated transfer of configuration or boot files between machines in a local
environment.
Hard phones are often using TFTP server for configuration and firmware update.
Simple Network Management Protocol (SNMP) is an "Internet-standard protocol for managing
devices on IP networks".
Error messages from SAP Contact Center system can be sent using SNMP, SMS or email.
In computing, a firewall is software or hardware-based network security system that controls the
incoming and outgoing network traffic based on applied rule set. Firewall configuration is needed
always, e.g. SIP protocol.
In cryptography, a public key certificate is an electronic document that uses a digital signature to
bind a public key with an identity — information such as the name of a person or an organization,
the address, and the email address.
Some certificates are mandatory in SAP Contact Center system, some optional but
recommended.
Internet Explorer (formerly Microsoft Internet Explorer and Windows Internet Explorer, commonly
abbreviated IE or MSIE) is a series of graphical web browsers developed by Microsoft and included
as part of the Microsoft Windows line of operating systems.
SAP Contact Center user interfaces called CDT is running in IE, needs configuration.
System Center Configuration Manager (officially referred to as ConfigMgr 2012 or ConfigMgr 2007
or simply ConfigMgr), formerly Systems Management Server (SMS), is a systems management
software product by Microsoft for managing large groups of computers running Windows.
One option for end user SAP Contact Center software ActiveX component installation; terminal,
proxy, ClientCom etc.
VoiceXML (VXML) is a digital document standard for specifying interactive media and voice dialogs
between humans and computers. It is used for developing audio and voice response applications,
IVR’s.
Network address translation (NAT) is a methodology of modifying network address information in
Internet Protocol (IP) datagram packet headers while they are in transit across a traffic routing
device for the purpose of remapping one IP address space into another.
SAP Contact Center software can handle softphone (CDT) connections using NAT.
Interactive voice response (IVR) is a technology that allows a computer to interact with humans
through the use of voice and DTMF tones input via keypad.
SAP Contact Center has several built-in IVR’s and supports creating of custom IVR’s.
SOAP, originally defined as Simple Object Access Protocol, is a protocol specification for
exchanging structured information in the implementation of Web Services in computer networks.
A private branch exchange (PBX) is a telephone exchange or switching system that serves a private
organization and performs concentration of central office lines or trunks and provides
intercommunication between a large number of telephone stations in the organization.
G.711 is an ITU-T standard for audio companding (compressing and expanding). It is primarily used
in telephony. Its formal name is Pulse code modulation (PCM) of voice frequencies.
G.729 is an audio data compression algorithm for voice that compresses digital voice. G.729 is
mostly used in Voice over Internet Protocol (VoIP) applications where bandwidth must be
conserved. These codecs are supported by SAP Contact Center software.
A session border controller (SBC) is a device regularly deployed in Voice over Internet Protocol
(VoIP) networks to exert control over the signaling and usually also the media streams involved in
setting up, conducting, and tearing down telephone calls or other interactive media
communications.
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Planning Server Roles and Requirements

A particular server or workstation may have one or more roles. There can be a single server working in all roles, or there can
be one or more dedicated servers for each of the roles. A single server system is limited to test/demo units or very small
systems where up to 20 agents are working normal office hours.

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 software modules like the CEM Server, Call Dispatcher, SIP Bridge and so on. These
modules 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 modules, but the hardware and software requirements are similar in all application servers.

• Web Server module requires Microsoft IIS software to be installed.

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

• To enable receiving/sending e-mails, a connection to email server is required. The connection uses IMAP protocol and by default the
port 143 for reading the emails and SMTP protocol to send the emails, default port is 25.

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

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

• Additionally, a good quality network environment is required for signaling and RTP (sound streams). Effects of network downtimes
and other related issues are discussed in Operation Guide.

Planning System Model

The system model is the arrangement of virtual units on physical servers. Virtual units are logical units with a virtual IP
address. Placing services in different virtual units and using the High Availability Control (HAC) service ensures that one spare
virtual unit continues running if the active virtual unit is stopped for example for updating, or by a server failure.

Virtual units should have instances on at least two different physical servers. During a possible server failure the services are
automatically moved to other servers by HAC. If the system should withstand a failure of more than one server at a time,
more instances of each virtual unit should be created on different servers. Spreading the primary instances on different
servers enables load balancing in normal conditions when no virtual unit instance has failed. Load balancing should also be
taken into account when arranging the backup instances.

More information about planning can be found from SAP Contact Center 7.0 Master Guide and Installation guide

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Business Scenarios of SAP Contact Center

SAP Contact Center does not provide any preconfigured business scenarios. Instead, it provides inbound and outbound
contact centers related functionality, and features that customers configure according to their needs. The functions and
features are installed and configured using SAP Contact Center Infrastructure Administrator (IA) and SAP Contact Center
System Configurator (SC).

Functional Overview
SAP Contact Center can be a stand-alone system for a company’s communication management, or it can be integrated to the
SAP CRM system.

The system provides following key functionality:

● Single, unified contact routing logic for all incoming contacts

● Inbound contact center handling tools for agents and supervisors
● Outbound campaigns handling tools for agents and supervisors
● Office telephony services enabling access to contact center voice queues
● Directory and Presence services
● Call recording services
● IVR and Voicemail services
● Online monitoring
● Historical reporting
● Centralized management and control tools

Contact Center
A contact can be made using various channels, such as a phone call, e-mail message, SMS message, chat request, or a web
form. The contact center application allows building interactive voice responses (IVR) for phone calls for fully or partially
automating a service. It optimizes use of limited and heterogeneous human resources by allocating the best available human
agent to serve each particular contact. Agents’ working mode, history, conditions and personal skills can be taken into
account when allocating a contact that may have multiple attributes affecting the allocation. The most important
mechanisms for handling contacts are contact queues, internal and external IVRs, and routing, for example skill-based
routing. Many of these may have schedules attached. Telephony channel may also be used for outbound call campaigns.

Telephone
Telephony functions allow users to make VoIP phone calls using soft phones or IP desk phones. VoIP calls may also be made
to and from the Public Switched Telephone Network (PSTN) using standard 3rd party VoIP gateway hardware. Phone calls are
initiated and controlled in call control signaling data packages. Actual voice stream is transmitted separately in RTP data
packages. Signaling and stream data packages travel in different physical IP network connections and also often in different
physical modules within the system.

Sending and Receiving Messages

E-Mails

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.

SMS

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.

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Messaging

CDT users are able to send messages directly to other CDT users within the same SAP Contact Center system.

Chat

SAP Contact Center (CDT) supports customer chats initiated from a web site and routed via queues to agents. Users cannot
initiate chat in CDT.

Presence Management
Presence management enhances routing of calls and other contacts in a contact center, and communicates other users when
and how the user can be reached at any particular moment. In addition to the presence management of the system, external
systems, such as passage control systems, can gather and feed it to contact center system using Directory and Availability
Interface (DAI).

User’s terminal device status, current profile, working mode and working load are taken into account for determining
presence status of a user.

Outbound Campaign Management

In a call campaign agents actively call to customers. The system can run any number of outbound call campaigns. Each
campaign has a separate configuration and customer information. An agent can participate in one campaign at a time.

Reporting and Online Monitoring

The Reporting and Online Monitoring applications provide ways to monitor and report online status, statistics and historical
data. Some supervisor functions are also available using the online monitoring interface.

Administration Tools
Infrastructure Administrator

Infrastructure Administrator (IA) is a tool for installing, controlling and monitoring the SAP Contact Center system.

System Configurator

System Configurator (SC) is a tool for configuring the system: user accounts, services, applications, queues, service schedules,
and so on.

Reporting Administrator

Reporting Administrator is a tool for managing Reporting data transformation process. It is included in the Monitoring
application, and rights for using it are defined in the System Configurator.

Integration Interfaces
Building solutions for today’s ICT challenges often require products from different vendors. In order to build a complete
solution, it is a must to integrate these products in various levels. SAP Contact Center system provides a comprehensive
range of integration interfaces for such needs.

© SAP SE 2017
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Plan for test/demo environment - introductory

The IP addresses are relating to this example – in your environment use your own addresses and subnet mask. This basic
example installation example requires two static IP addresses for the servers and 9 available IP addresses for virtual units.
Address ranges used here in this example are 10.31.99.xxx and 10.31.98.xxx and the subnet mask is 255.255.254.0. Different
address ranges are shown with blue and red colors in the following text.

(This training/demo example uses one application server and one database server. In production environments you should
have e.g. a separate SQL server cluster and two application servers to make a redundant environment.)

Server names: CC00 CC00SQL

Server physical (static) IP address: 10.31.99.130 10.31.98.130

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

• ACME_Database CC00SQL\ACME (syntax: SERVERNAME\INSTANCENAME)

• ACME_Administrator 10.31.99.131
• ACME_Agents 10.31.99.132 (MRS in this VU does server side recording)

• ACME_AgentFrontEnd 10.31.99.133 (MRS in this VU plays prompts to SAP Contact Center users)

• ACME_AdminFrontEnd 10.31.99.134
• ACME_PSTN_Helsinki 10.31.99.135 (MRS in this VU plays prompts to calls from PSTN)

• ACME_Core 10.31.99.136
• ACME_Website 10.31.99.137

• ACME_Reporting_DB CC00SQL\ACME (this virtual unit installs the reporting databases)

• ACME_Standard_Reports (this virtual unit installs report templates)

• ACME Reporting Website 10.31.98.130 (NOTE: this is the physical IP address of the SQL Server,
this example uses the default web site of the server)

Additional virtual unit:

• ACME_Chat 10.31.98.139 (in this document we are configuring the chat web site to
the same system even though 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 SAP Contact Center
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).
In this example the servers are joined to the BCMTR domain and running with CCAdmin domain user. This CCAdmin user is a normal
domain user and has local administrator rights on the example servers. CCAdmin has also ‘sysadmin’ Server Role in SQL database server
configuration.

When performing the installation, use this domain user to login to the server(s).

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Example installation for SAP Contact Center 7.0 training

This sample SAP Contact Center system is configured to have 100 numbers in PSTN number range:

• 10 numbers for phone queues

• 70 numbers for agents
• 10 numbers for Custom IVRs
• 10 numbers for Built-In IVRs

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

Select internal number ranges so that they are not overlapping with any possible PSTN numbers.
The voicemail numbers will be allocated from that internal range to save PSTN numbers.

ACME contact center

 70 users with phone numbers and voicemail numbers

 User groups (created by administrator during installation, naming is free)
 CC Supervisors (Contact Center managers)
 CC Agents (Contact Center agents)
 Expert Users (Switchboard agents)
 Office Users (office users and hard phones)
 User roles (built in default roles, can be copied and edited)
 CC Supervisor
 CC Agent
 Expert User
 Office User
 Queues with different settings
 Recording queue calls automatically
 Queue voicemail
 E-mail queue
 Chat queue

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

▪ Customer name: ACME

▪ Queues:
• Switchboard 1000
• Sales 1001, 1004 ( numbers have different languages for skill based routing example)
• 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 900000 (number is allocated from internal number range)
▪ Callback queue IVR number 1093

▪ Other queues:
▪ Chat queue ACME Chat chat@acme.com
▪ E-Mail queue ACME E-Mail <emailboxname>@acme.com

▪ SAP Contact Center system main components:

• CEM Server - Email Sender

• Call dispatcher - SIP Bridge for PSTN connection
• Directory Server - SIP Bridge for hard phones
• Connection Server(s) (one for agents, one for admin) - Agent Server(s) (one for agents, one for admin)
• External Terminal Controller for hard phones - Data Collector
• Media Routing Server(s) (playing prompts, recording) - Batch Job Server

• Trunk to public telephone network, so that calls are routed to PSTN

• Patterns, routes and destinations to be able to make calls out to PSTN

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Example virtual unit configuration for training

Tiers and virtual unit templates, this is the recommended setup of the virtual units in production environments.

Virtual units and components

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Administration
Administration tier is dedicated mostly for administrative connections. We recommend starting the installation procedure with this VU as
after that most of the installation variables have defined values, and installation runs smoothly. The Administration Virtual Unit template
installs the following packages:

• Agent Server (AS) for administration connections

• Batch Job Server for running jobs like sending e-mails
• Chat Server for managing chat contacts
• Directory Server for managing contact information and related tasks in directories

Agents
The Agents tier takes care of end–user connections. The template installs the following packages:

• Agent Server (AS) for managing communication to end-users

• External Terminal Controller (ETC) for systems with IP desk phones, also needed for external agent functionality
• Media Routing Server (MRS) configured for recording

In large systems consider having optional VUs of this type on other servers for load sharing. One Media Routing Server (MRS) is
recommended for 200, but can handle up to 400 simultaneous recordings.

Front-End, separate instances for Agents and Administration

The Front-end tier includes components that are needed for communication between end points, such as Communication Desktop (CDT) or
desk phones, and Agent Server.

• SIP Bridge (dedicated for ETC) for systems with IP desk phones
• Media Routing Server (MRS) configured for prompt operations
• Connection Server (CoS) to form a secured connection to softphones

In large systems we recommend:

• installing optional VUs of this type on other servers for load sharing. One Media Routing Server (MRS) is recommended for 200, but can
handle up to 800 simultaneous phone calls. Also, if the system is located in different countries, it may be advisable to have one Front-
End VU for each local area.
• installing several Connection Servers in their own virtual units.
• having a dedicated administration Connection Server, here it is placed in the Administration Front-End virtual unit. Having a separate
administration FrontEnd is important especially if large imports jobs, such as user imports or Outbound campaign imports, need to be
carried out also during business hours.

PSTN Bridges
The PSTN Bridges tier takes care of communication to the telephony systems outside the SAP Contact Center system. At least one trunk to
Public Switched Telephone Network (PSTN) is required. The PSTN Bridges Virtual Unit template installs the following packages:

• SIP Bridge
• Media Routing Server (MRS) configured for prompt operations
• Prompts

In large systems, consider having optional VUs of this type on other servers for load sharing.

Core
The Core tier takes care of routing the contacts to the desired target and delivering contacts to different components. The Core virtual unit
template installs the following packages:

• CEM Server
• Call Dispatcher (CD)
• Data Collector

In large systems consider having optional VUs of this type on other servers for load sharing.

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NOTE
In very large systems, we recommend placing CEM Server and Call Dispatcher in different virtual units, as it enables controlled shutdown
and enhances redundancy. For those kinds of VUs, you can use Router and Switch templates.

Website
Website tier is for those components that require web server, and it must be installed on a server where the IIS Manager option is
installed. The Website Virtual Unit template installs the following packages:

• Web Server
• Web Clients
• Monitoring Web Clients
• Remote Administration Tools package that enables web start for System Configurator and Infrastructure Administrator
• E-mail Sender
• Product Documentation package includes application help of the SAP Contact Center system

Alarm Server
Alarm Server is a Windows service that can send alarms via e-mail, SMS, or SNTP traps. Install Alarm Server in its own virtual unit with a
specific template, but additionally some specific configuring is required; see the chapter Installing Alarm Server.

Reporting
Reporting function is installed with three different VU templates:

• Install first Reporting DB Server, that installs also the History DB Server
• Then install Web Server and start website, and configure Reporting Services
• Standard Reports package can only be installed after the Web Server has been installed and started, and Reporting Services has been
configured

Externals (Optional)
The Externals tier enables linking to, or using optional external systems, such as chat channel, SAP CRM IC, or an external quality
monitoring system.

Integrations
The Integrations Virtual Unit template installs the following packages

• Integration Interfaces
• Web Server
• Chat Portal Server

Messages
The Messages Virtual Unit template installs the following packages

• SMS Server
• Additionally we have in this model placed there the File Replication Server (FRS) for copying files between servers.

For example, File Replication Server (FRS) may be required for replicating prompt files on different locations.
File Replication Server was removed from a template in SP04 because in most cases it must be installed on each server in a non-redundant
way as it manages replication between servers; its functions must not be switched to other servers.

QMS
The QMS Virtual Unit template installs the Quality Monitoring Server (QMS) software package for connecting the SAP Contact Center
system to an external quality monitoring system. QMS connection must be secured with a certificate.

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Embedded Communications Framework (ECF)

Since SAP Contact Center 7.0 SP08 the software has included the Embedded Communications Framework (ECF) concept. ECF provides an
easy way to embed SAP Contact Center communications controls - also called widgets - to any business application user interface (UI). The
host application can be an SAP application or a non-SAP application such as CRM, ERP, HelpDesk, Billing, or HR.

ECF overview:

Since the HTTPS port is a mandatory setting for ECF Web Server in IA, a certificate must be installed on the server. The ECF Web Server
must have a server-type certificate. Same kind of certificate as the Connection Server has. See the Installation Guide.
Your agents using ECF widgets must use a browser (Internet Explorer, Chrome, Safari, or Firefox) that supports HTML5.
For video chat the browser must support WebRTC (Chrome and Firefox).

• It is not recommend to blend customer e-mails (retrieved from an e-mail server) and ECF tasks to a same queue because Online
Monitoring and Reporting are not able to differentiate contacts from the e-mail channel.
• The hunt group queue mode with ECF tasks is not supported so use auto-allocation mode.
• For ECF task tracking purposes in SAP Contact Center system, it is recommended that the Host Application adds some
identification data to the ECF task such as appropriate subject and Host Application process item related data to the body
message. This helps to search and see status of a particular ECF task, for example, using the CDT soft phone contact history
search.
• It is not supported to pair:
o ECF agent host applications with visitor chat requests from Chat Portal
o CDT agent with ECF visitor chat requests

This means that CDT users cannot handle visitor chats initiated using ECF controls and ECF users cannot handle chats initiated using
Chat Portal. Configure the system so that ECF users have rights only to ECF queues and CDT users only to chat queue contacts that
are handled in CDT.

In Contact Center SP10 the basic call functionality will be introduced to widgets also. In earlier versions (SP8 and SP9) the text chat, email
and video chat have been available as widgets.

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Supported browsers and platforms:

Example virtual unit configuration in cloud based environment:

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Performance limits of SAP Contact Center components

The following figures can be used as design limits for SAP Contact Center solution planning. These figures indicate the
maximum number of simultaneous calls, agents, etc. that an individual SAP Contact Center component can safely run on a
dedicated server. Use these for planning, or scaling up a SAP Contact Center solution.

SAP Contact Center 7.0 enables running multiple components in parallel. Rather than trying to reach the maximum limit of a
single component, multiply components in order to create load balancing and smaller fault domains.

Planning SAP Contact Center component distribution on application servers

A good approach to distributing back-up instances of Virtual Units is to set those to run on a server that is already running
some other, active SAP Contact Center component. Do not exceed the 35-40% CPU load on the servers in normal operation,
in order to leave room for the backed-up components to run on the same hardware, as well. This limit will also enable
smooth operation in short peak usage situations, like a work shift changing and all agents log out and new agents log in again
nearly simultaneously, or recovery from a temporary network/phone connection failure during a busy hour.

The reasoning behind using non-dedicated back-up servers is that this is the easiest way to ensure that the “back-up” server
itself is intact. The worse that can happen is to have the primary instance failing, just to find out that your entire back-up
server does not run properly.

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Components used in the training example, including advanced training:

It is recommended to use the virtual unit templates as a guide when starting to plan a SAP Contact Center system.

In this example we don’t install all the virtual units following the templates. We want to show how the configuration can be
changed to meet the needs of different installations.

In this example e.g. the Chat Portal Server is installed to Website virtual unit instead of the Integrations virtual unit.

In this example the three MRS’s have dedicated functions, one plays prompts to PSTN, one plays prompts to internal users (soft
and hard phones) and one makes all the recordings.

All of the MRS’s could be configured do both recording and playing prompts but in this example things are kept simple to better
understand the configuration and usage of different components.

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Basic principle of SAP Contact Center Integration Interfaces:

The following interfaces are available, the Restful Interfaces as of 1608 version (and SP10):

Client-Side interfaces: ClientCOM and ClientCore.

Embedded Communication Framework (ECF) provides a widget that can be integrated to a user interface.

Transferring configuration data

• Administration and Configuration Interface (ACI)
• Restful Configuration interfaces (RCI) is used for.

Operational integration
• Chat Portal Interface (CPI)
• Directory and Availability Interface (DAI)
• External IVR Interface (EII), Online Integration Interface (OII)
• Presence Synchronization Interface (PSI)
• Quality Monitoring Interface (QMI)
• Task Manager Interface (TMI)
• Restful Task Interface (RTI)

Transferring reporting and monitoring data between the systems

• License Reporting Interface (LRI) (as of 1608 restful interface)
• Reporting Data Interface (RDI)
• Restful Monitoring Interface (RMI)

The detailed specification of each integration interface is available via SAP Help Portal: help.sap.com/contact-center70  Integration
Interfaces.

The integration interfaces are used for accessing core functionality of SAP Contact Center, and hence, highest security
standards must be applied. The server level integration interfaces support common features such as authentication,
authorization, and audit logging.

• Reporting Data Interface (RDI)

• Directory Availability Interface (DAI)
• Administration Configuration Interface (ACI)
• Presence Synchronization Interface (PSI)
• Task Management Interface (TMI)

Restful interfaces provide OAuth authentication, and Tomcat logs all accesses.

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In SAP Contact Center, the e-mail channel is used to route the following items:

● Customer e-mails
Retrieved from an e-mail server and handled on the E-Mail tab page in Communication Desktop (CDT).

● Tasks created with Task Management Interface (TMI)

Handled on the E-Mail tab page in CDT.

● Action items
E-Mail Response Management System (ERMS) responses or business process push items, such as tickets.
They alert both on the CDT user interface and on the CRM WebClient user interface but are handled only in
CRM WebClient.

● Embedded Communications Framework (ECF) tasks

Tasks that are handled with widgets in a host application.

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Server Roles and Features

Typical set of roles and features for application server (Windows 2012 environment) needed to run SAP Contact Center
software.

Roles needed:

- Web Server (IIS)

- File and Storage Services

SMTP Virtual server is used to send the reply emails to

customers and voicemail notifications for users.
SAP Contact Center system is using this Windows
component to send emails.
SMTP is not mandatory for SAP Contact Center software
in SQL server.

IIS 6 Management Console is needed to configure the

virtual SMTP server.

Typical settings of:

- Web Server (IIS)

- File and Storage Services

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SMTP Virtual Server configuration

SMTP Virtual server is used to send the reply emails to customers and voicemail notifications for users.

Open Internet Information Services (IIS) 6.0 Manager. Open Properties of the SMTP Virtual Server.

Select Delivery tab and click Advanced…

Configure the Smart Host field to have your email server name or IP address.

If you use an IP address, enclose it in brackets e.g. [10.31.99.253] to increase system performance. The SMTP service checks
first for a server name, and then an IP address. The brackets identify the value as an IP address, so the DNS lookup is
bypassed.

SAP Contact Center training environment:

Server name: FIHELWMAIL01

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SQL Server options

Typical selection for SAP Contact Center if the reporting runs also on the same server:

Management Tools – Basic and SQL Client Connectivity SDK are preselected and cannot be removed. User makes all other
selections.

• Database Engine Services

• Full-Text and Semantic Extractions for Search
• Analysis Services
• Reporting Services

SQL Server Agent:

By default SQL Server Agent service is set to

start manually, it should be changed to start
automatically:

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Collation selection:

The default Collation is always Latin1_General_CI_AS. It can be changed to match the used language.

User must also select the user accounts to run the services:

and installation paths of the e.g. data files and transaction log files:

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Microsoft Distributed Transaction Coordinator (MSDTC)

The Microsoft Distributed Transaction Coordinator (MSDTC) service must be running on all SQL servers, and at least on the
servers where the following SAP Contact Center components are located:

• Agent Server
• Batch Job Server
• Integration Interfaces, if the ACI interface is going to be used

Configure MSDTC as shown in the next picture:

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Other operating system related settings

IP address

Configure the correct physical IP address for the network card. DO NOT add the virtual unit IP addresses here. High
Availability Controller (HAC) takes care of the virtual unit IP address adding and removing during switchovers.

NOTE: If you server has several network cards connected you must bind the virtual IP addresses of the virtual units to correct
network card. See chapter ‘Binding virtual IP address to physical IP address’ later in this document.

Data Execution Prevention (DEP)

In BCM 7.0 SP02 and SP3 versions, CEM Server required that the Data Execution Prevention (DEP) setting in MS Windows was
disabled. (This is not needed for BCM SP4 or newer versions.)

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.

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User Account Control (UAC) in Windows 2008/2012 Servers

In this installation the Windows UAC has been left to

default setting and that causes that some software like e.g.
Command Prompt must be run with option “Run As Administrator”
when creating certificates.

Also Reporting Web site might need Internet Explorer to be run

with ‘Run As Administrator’ rights when used locally on the server.
In this installation we are using the default User Account Control
(UAC) settings of Windows Server 2008/2012.

Control Panel  All Control Panel Items  User Accounts

Windows firewall

Windows firewall can block connections

between SAP Contact Center application servers.

Configure firewall to allow communication

between servers.

In this picture the firewall has been set off,

but it is recommended to configure firewall
rules for different kind of communications.
Setting firewalls off is fastest way to check if
the firewall is blocking some communications.

If you have 3rd party firewalls you may need

to configure those also.

Default ports used in communication between SAP Contact Center components can be found from the documentation.

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.

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High Availability Driver

In Windows Server 2008 Microsoft Windows changed the way it handles ARP packets that are sent when an IP address is added on a
computer; 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.

Note: High Availability Driver (GARP driver) was required in systems with Windows Server 2008, or later servers, when there were also
Windows Server 2003, or certain routers or firewalls in the system. Because Microsoft has provided a hotfix for the issue (see KB 2582281),
and Windows Server 2003 is no more supported, we do not recommend HAC Driver installation anymore. However, the package is still
available for the systems where it may be relevant.

Microsoft article about the hotfix that fixes the Gratuitous ARP packets issue can be found at:
http://support2.microsoft.com/kb/2582281/en-us

The hotfix from Microsoft is applicable to servers running Windows Server 2008 and Windows Server 2008 R2.

Windows 2012 Server does not need hotfix or the High Availability driver because it works the correct way by default.

You should install the High Availability Driver, also called as GARP driver, ONLY if it the switching IP address from one
server to another server fails.

If you need to install the High Availability driver follow these steps.

Procedure

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

2. Select the network connection that the SAP Contact Center system uses.
3. Right-click that connection and choose Properties. Properties for the network connection are displayed.

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

5. Choose Protocol and click the Add button. The Select Network Protocol view is displayed.
6. Click the Have Disk button, the Install From Disk dialog is opened.

7. Click the Browse button, go to the …\Install\7.0.x.x\High Availability Driver\contents folder, choose the BcmHaDriver.inf file and
click the Open button. The dialog closes and Select Network Protocol dialog opens.

8. Select BcmHaDriver and click OK.

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

NOTE: It is NOT recommended to use NIC

teaming in load balancing mode.

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NOTE: If you need to install the certificate server role to a server, see the chapter
Certificates Modifying certificate server from advanced training documents.

Certificates used in different kind of SAP Contact Center system servers. This example picture describes case when you have a private
certificate server.

If the SQL server does not have HAC installed the internal server
certificate is not needed on the SQL server.

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 training example installation we will also be using a certificate to secure the connection between SAP Contact Center
components, so called Internal Server Certificate. NOTE: Internal Server certificate is not mandatory but recommended.

Recommended syntax for certificate common name is e.g.: CLIENT.<Customer_Domain_Name> e.g. CLIENT.SAP.COM
INTERNAL.<Customer_Domain_Name> e.g. INTERNAL.SAP.COM

In this example we are using following names for the certificates, our customer domain name is ‘acme.com’:
Connection Server Certificate = CLIENT.ACME.COM
Internal Server Certificate = INTERNAL.ACME.COM
ECF and RCI certificates = <IP address>.ACME.COM
NOTE: When buying these certificates from commercial CA’s the names must be registered in internet DNS servers. It can take a few days.

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

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

Install Trusted Root Certification CA certificate (.p7b file)

If you are using a local Microsoft Certificate CA Server export the trusted root certificate from that CA server and install it to the SAP
Contact Center server(s) where you want to install certificates made by this CA. Use name e.g. CC00CA_Trusted_Root_Certificate.p7b for
the exported file and save it to e.g. C:\SAP\ContactCenter folder.
• Replace CC00CA e.g. with your local CA server name
NOTE: This trusted root certificate must be installed to SAP Contact Center servers where you install Connection Server
component and if the Internal Server Certificate is used it must be installed to all SAP Contact Center servers. This same
trusted root certificate must be installed also to all workstations running SAP Contact Center clients like Communication
DeskTop (CDT) and Convergence and System Configurator.
Trusted Root Certificate installation procedure:

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

• Open the Certificates.msc and select Trusted Root Certification Authorities

• Right click the Issued To area and select All tasks  Import...
• Browse the C:\SAP\ContactCenter\CC00CA_Trusted_Root_Certificate.p7b file, click Next, Next, Finish.

The issuer of the certificate should now appear on the list of trusted CA’s.
After installing the trusted root CA certificate you can start making certificate requests.

IMPORTANT NOTE: Microsoft is recommending that customers and CA’s stop using SHA-1 for cryptographic
applications, including use in SSL/TLS and code signing. Microsoft Security Advisory 2880823 has been released
along with the policy announcement that Microsoft will stop recognizing the validity of SHA-1 based certificates
after 2016.

See the advisory here: https://technet.microsoft.com/en-us/library/security/2880823.aspx

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Example template for Connection Server certificate:

This template file can be found from ‘C:\SAP\ContactCenter\Install\7.0.x.x\Examples And Templates’ folder if you are using
default installation path on C-drive. File name: Example_Client_Connection_Certificate.inf

With only the OID = 1.3.6.1.5.5.7.3.1 line the certificate can be used as an SSL server certificate. It ensures the identity of a
remote computer. You can create individual connection server certificates for every server or export one certificate with
private key to all servers. Use anyway the same common name for the certificates for configuration reasons if you create
individual certificates to different servers.

This OID = 1.3.6.1.5.5.7.3.1 is used typically with Connection Server Certificate.

Example template for Internal Server certificate:

This template file can be found from ‘C:\SAP\ContactCenter\Install\7.0.x.x\Examples And Templates’ folder if you are using
default installation path on C-drive. File name: Example_Internal_Server_Certificate.inf

Adding the second OID = 1.3.6.1.5.5.7.3.2 line the certificate can be used both SSL server and client certificate. Ensures the
identity of a remote computer and proves your identity to a remote computer. You MUST export the first and only internal
server certificate with private key to all SAP Contact Center servers; internal server certificate cannot be created individually
to all servers.

Both OID setting lines (OID = 1.3.6.1.5.5.7.3.1 and OID = 1.3.6.1.5.5.7.3.2) are needed for Internal Server Certificate.

(More detailed information about certreq.exe command line parameters can be found from:
http://technet.microsoft.com/en-us/library/cc736326(WS.10).aspx)

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

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Connection Server certificate

You can find the certificate templates by default

from the folder:
C:\SAP\ContactCenter\Install\7.0.x.x\Examples
And Templates

Use these files as template when creating

certificate requests. Edit the file(s) with Notepad.

Before you save the file make sure there are no empty lines at the end of text.

Edit Connection Server certificate information file

Edit the line e.g.

to match your environment and then save the file with the name CLIENT_Certificate.inf to the C:\SAP\ContactCenter folder.
Start the Command Prompt using right click selection ‘Run as administrator’ and change to the directory, where you saved
the file above. Above is the subject line used in SAP Contact Center training.

Create Connection Server certificate request file

NOTE: Create the request file always on the server where the final certificate is going to be installed.
Open Command Prompt and go to C: drive SAP\ContactCenter folder.
Execute the following command in command prompt using the file name you have created above:
C:\SAP\ContactCenter\>certreq –new CLIENT_Certificate.inf CLIENT_Certificate.req
If everything goes as expected, the command does not write any response on screen, but a new file called
CLIENT_Certificate.req appears to the same folder. You will need this CLIENT_Certificate.req file in the next phase.

The request file looks something like this:

-----BEGIN NEW CERTIFICATE REQUEST-----
MIID1jCCAz8CAQAwgZkxEDAOBgNVBAYTB0ZpbmxhbmQxEDAOBgNVBAgTB1V1c2lt
YWExDjAMBgNVBAcTBUVzcG9vMRAwDgYDVQQLEwdUZXN0aW5nMTEwLwYDVQQKHigA
VwBpAGMAbwBtAF8AQwBvAG0AbQB1AG4AaQBjAGEAdABpAG8AbgBzMR4wHAYDVQQD
YQBwAGgAaQBjACAAUAByAG8AdgBpAGQAZQByA4GJhvcNAQEFBQADgYEAlCsy8S0q
AQBmz4OVf6BSkFbwxfc92ejPBl7kbMJefoVaJZKpE5up6SxJBiDCZ2DrWTDKaW79
bX6x+0bWj3Wih39+/xTvL6weswnFhFgw/loTp/DECEESXPsyLv/cztrI3jTI+J+J
ZGH4uL3QvJhWWEb78bd2imOa+1ebDX1V+w0=
-----END NEW CERTIFICATE REQUEST-----
If you buy a certificate from any commercial provider you should now get the certificate from there using the contents of the
‘CLIENT_Certificate.req’ file. When you receive the certificate save it with a name e.g. ‘CLIENT_Certificate.cer’ and continue
from:
‘1. Install Connection Server certificate with wizard’ or ‘2. Install Connection Server certificate with Command Prompt’.

Create Connection Server certificate with local CA

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

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• Click Request a certificate

• Click Advanced certificate request
• Click Submit a certificate request by using a base-64-encoded CMC……
• Open the CLIENT_Certificate.req file with Notepad and copy-paste the text into the Saved Request field
NOTE: make sure that there are no extra empty lines after last line in the field after paste!
• Click Submit button.
• Click the Home link in the right upper corner of the web page

These following steps are done on the Certification Authority (CA) server:
o On your certificate server open Administrative Tools  Certification Authority
expand Pending Requests, right click your Request, select All Tasks  Issue
• Go back to web page http://10.31.99.130/certsrv/
• Click View the status of a pending certificate request
• Click Saved-Request Certificate (dd.mm YYYY hh:mm:ss)
• Select Base 64 encoded
• Click Download Certificate
• Save the file with name CLIENT_Certificate.cer to C:\SAP\ContactCenter folder

Connection Server certificate installation

Select one of the following options, option 1 is recommended:

1. Install Connection Server certificate with wizard

• Open MMC and select Personal, right click the Issued To area and select All tasks  Import...
• Browse the C:\SAP\ContactCenter\ CLIENT_Certificate.cer file, click Next, Next, Finish.

OR you can import the certificate with Command prompt

2. Install Connection Server certificate with Command Prompt

o Start the command prompt using selection ‘Run as administrator’ and change to the directory, where you have
the certificate files.
o Execute the following command in command prompt, using the name you chose above:
o C:\SAP\ContactCenter\>certreq –accept CLIENT_Certificate.cer

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

The CLIENT_Certificate.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 connection server certificate.
Certificate can be also exportable.

The CC00CA_Trusted_Root_Certificate.p7b (Trusted Root CA) certificate is going to be installed also on workstations in
which you are running SAP Contact Center soft phones; Communication DeskTop (CDT) or Convergence or System
Configurator (SC).

This certificate (CC00CA_Trusted_Root_Certificate.p7b) is needed to tell to workstation that the server that has issued this
Connection Server certificate (CLIENT_Certificate.cer) is a trusted CA.

NOTE: If you buy/receive the certificate from e.g. Thawte or Verisign or any other official trusted CA, then you typically don’t
need to install anything on the workstations. The certificate can be also exportable so it can be installed to all servers where
Connection Server is running.

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Internal Server certificate

You can find the certificate templates

by default from the folder:
C:\SAP\ContactCenter\Install\7.0.x.x\
Examples And Templates
Use these files when creating certificates.

Create the certificate request in a text editor,

e.g. Notepad. Copy/paste the text into Notepad.

Make sure there are no empty lines at the end of text.

Edit Internal Server certificate information file

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

to match your environment and then save the file with the name Internal_Certificate.inf to C:\SAP\ContactCenter\ folder.
Above is the subject line used in SAP Contact Center training.

Create Internal Server certificate request file

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

The request looks something like this:

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

MIID1jCCAz8CAQAwgZkxEDAOBgNVBAYTB0ZpbmxhbmQxEDAOBgNVBAgTB1V1c2lt
YWExDjAMBgNVBAcTBUVzcG9vMRAwDgYDVQQLEwdUZXN0aW5nMTEwLwYDVQQKHigA
VwBpAGMAbwBtAF8AQwBvAG0AbQB1AG4AaQBjAGEAdABpAG8AbgBzMR4wHAYDVQQD
YQBwAGgAaQBjACAAUAByAG8AdgBpAGQAZQByA4GJhvcNAQEFBQADgYEAlCsy8S0q
AQBmz4OVf6BSkFbwxfc92ejPBl7kbMJefoVaJZKpE5up6SxJBiDCZ2DrWTDKaW79
bX6x+0bWj3Wih39+/xTvL6weswnFhFgw/loTp/DECEESXPsyLv/cztrI3jTI+J+J
ZGH4uL3QvJhWWEb78bd2imOa+1ebDX1V+w0=
-----END NEW CERTIFICATE REQUEST-----

If you buy a certificate from any commercial provider (e.g. Thawte, Verisign…) you should now get the certificate from there
using the contents of the Internal_Certificate.req file. When you receive the certificate save the certificate with a name e.g.
Internal_Certificate.cer and continue from ‘1. Install Internal Server certificate with wizard’ or ‘2. Install Internal Server
certificate with Command Prompt’.

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Create Internal Server certificate with local CA

Open URL: 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 Internal_Certificate.req file with Notepad and copy-paste the text into the Saved Request field
• NOTE: make sure that there are no extra empty lines after last line in the field after paste!
• Click Submit button.
• Click the Home link in the right upper corner of the web page

These following steps are done on the CA server:

o On your certificate server open Administrative Tools  Certification Authority
expand Pending Requests, right click your Request, select All Tasks  Issue

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

• Click View the status of a pending certificate request
• Click Saved-Request Certificate (dd.mm YYYY hh:mm:ss)
• Select Base 64 encoded
• Click Download Certificate
• Save the file with name Internal_Certificate.cer to C:\SAP\ContactCenter\ folder

Select one of the following options, option 1 is recommended:

1. Install Internal Server certificate with wizard

• Open MMC and select Personal, right click the Issued To area and select All tasks  Import...
• Browse the C:\SAP\ContactCenter\Internal_Certificate.cer file, click Next, Next, Finish.

OR you can import the certificate with Command prompt

2. Install Internal Server certificate with Command Prompt

o Start the command prompt using selection ‘Run as administrator’ and change to the directory, where you have
the certificate files.
o Execute the following command in command prompt, using the name you chose above:
o C:\SAP\ContactCenter\>certreq –accept Internal_Certificate.cer

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

NOTE: The Internal Server Certificate must be created and then exported from that first server to every server where
SAP Contact Center components are installed. More information about this in the chapter where an additional server is
added to SAP Contact Center system.

Commands used during the

creation of certificates:

Notice that the Command

Prompt is running with
Administrator rights.

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Verifying Certificates

To check that the certificates are properly installed, you can create 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.

The ’Issued by:’ shows

Notice the yellow key on the icons. always the issuer name
If the key is missing the certificate(s) do which is used by SAP
not work, you must create new one(s). Contact Center. This
applies also with
intermediate CA server.

IMPORTANT NOTE! Make a reminder in your

calendar about expiration dates of the connection
server certificate and internal server certificate.
If/when the certificate(s) expire the SAP Contact Center
system cannot be used.

There is also this information about the private

key when you double click the certificate.

Remember also that the issuer (Issued by) certificate

(in Trusted Root Certification Authorities) can expire.

Renew the Connection Server certificate before it expires (common name of the certificate can be the same, you can use the existing
.inf file when making a new .req file) 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. You should not have
several certificates with the same common name installed.

By default MS Certificate Server makes certificates which are valid for 1 year. From the Advanced Training Configuration
documents you can find information how to extend the time.
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You can check the certificate information from the Connection Server log file if you are uncertain if the certificate is valid. It
has happened that Windows shows that certificate is valid but Connection Server shows in the log that it is not valid. Then
you need to make a new certificate from scratch using the same procedure shown earlier.

You must use LogLevel = debug to see this information in the log.

NOTE: It is not recommended to use debug level all the time because the files are getting very huge in very short time and
start consuming hard disk space unnecessarily.

You can set the log level using the ‘Manage Logging Configurations’, the default level is ‘warning’, change it to ‘debug’ and
execute the change. After changing the value you can restart the correct Connection Server component using Infrastructure
Administrator to be able to see the information about the used certificate in the log.

NOTE: You should not restart any components in a production system during service times because it causes the phone users
to disconnect.

NOTE: you can see

see from
from the
theConnection
ConnectionServer
Serverloglogififthe
thecertificate
certificateisisvalid.
valid.
This information
information isiswritten
writtento
tolog
logwhen
whenusing
using‘trace’
‘trace’level
levellogging.
logging.

05:49:15.149 (05548/main ) TRC> Credentials::Create: Found certificate in store: Subject=[C=FI,

S=Uusimaa, L=Helsinki, O=ACME, OU=Training, CN=CLIENT.ACME.COM], Issuer=[DC=corp, DC=bcm, DC=bcmtr,
CN=CC00CA], will expire after [352] days

05:49:15.180 (05548/main ) ALW> Client certificate = Subject=CLIENT.ACME.COM, Issuer=CC00CA,

Store=HKLM/My, VerifyClient=no, VerifyRemote=no, AllowClientCert=no

05:49:15.408 (04708/IpcWorker ) DBG> Connection/0063A938 [10.31.99.133:21002<-10.31.99.137:57697]: Set

security options: Reuse credentials [005E5960] IssuedTo=[CLIENT.ACME.COM], IssuedBy=[CC00CA], Store=[My]

You get the information about used certificate from the log. If the certificate is not valid you will see error messages. Error
messages are printed to the log without ‘debug’ log level change. From the log you can see also when the certificate is going
to expire.

SAP Note: 1841819 - SAP Contact Center 7.0 Extending SAP Contact Center certificate validity time

Advanced training configuration – part 2: chapter Modifying certificate server: Extending certificate validity time

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Infrastructure Administrator (IA)

High Availability Controller (HAC) is a Windows service that controls virtual unit instances and communicates with other HACs on other
servers to make sure that necessary SAP Contact Center 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 using Infrastructure
Administrator user interface.

• The model contains all HAC nodes.

• Each HAC node must use the physical IP address of the server where it is located on.
• Each HAC node must have a unique name. It is recommended to use the server name.
• Place only one HAC node on a server.

In this example we are using C:\ drive to install the SAP Contact Center software. Usually software is installed on other drives than C:\ drive
which is typically dedicated for the operating system. SAP Contact Center software can be installed on any available hard disk.

NOTE: In multi-server environment it is recommended to use a shared install media folder. It can be a shared folder on a dedicated file
server, on one of the application servers or it can be on the SQL cluster disk as a resource which is always available. In this example
software is shared from SQL server using share name \\CC00SQL\Install\ name

1. Copy SAP Contact Center 7.0.x.x software package to install folder C:\SAP\ContactCenter\Install\ on the selected server.

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

Select the users who can have access to this

share clicking ‘Share’. (selected user account should
be the account that you are using to login to the
SAP Contact Center servers and which is also used to run
necessary Windows services like SQL Server, SQL Server
Agent etc.). In this example it is BCMTR\CCAdmin.

Use the created share as the Install media directory

for all HAC nodes in SAP Contact Center system.
In this example the share name is: \\CC00SQL\Install\

On every SAP Contact Center server start installation by opening the shared folder:
\\CC00SQL\Install\7.0.x.x\Infrastructure Administrator\

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Double click ‘InfrastructureAdministrator.msi’.

Enter in the information for the location of:

- Home Directory for SAP Contact Center Software C:\SAP\ContactCenter\
- Install Media Directory for SAP Contact Center Software \\CC00SQL\Install\
- Log directory for Infrastructure Administrator C:\SAP\ContactCenter\Logs\

Click Install

Once the installation is completed,

there will be an Infrastructure Administrator
icon on the desktop.

Double click this icon and it brings up the

window as per below.

Benefit of having the shared install media folder is that when adding hotfixes or new support packs to base installations it
must be done only in one place and all HAC nodes can detect the changes very easy.

When/if using local install media folder on every server you must remember to add hotfixes and support packs to every
server and remember to add those changes to base installations.

NOTE: In SAP Contact Center 7.0 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
of other virtual units 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. HAC service on SQL server helps also monitoring network connection between servers.

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

On the next pages the installation of the HAC (High Availability Controller service) is done on both database
server and application server.

Link to application help, Infrastructure Administrator:

https://help.sap.com/viewer/49a5b06978054bcbb4135724a25eda06/7.0/en-US

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HAC Node with HAC service on SQL server

This HAC service installation is done on all

application servers and in this training example
also on SQL server.

As the first step the HAC service must be

installed during HAC node configuration.

The name of the HAC node must be unique,

using the server name is recommended.

A benefit of having HAC on SQL Server is that

network connection (TPC/IP) between
application servers and database server(s) is
monitored by HAC instances.

HAC process is using very little resources

(memory and CPU) from the server.

Database server: CC00SQL

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

on the SQL database server (CC00SQL).
• In this installation we install the HAC service
also on the SQL server

Open Infrastructure Administrator (IA) on the CC00SQL

database server and right click HAC Nodes and select
Add HAC Node...

Enter in:
• Name of the HAC Node CC00SQL
• IP Address for the HAC Node 10.31.98.130
• Server Port 21012
• Administration Port 21014
• Home Directory C:\SAP\ContactCenter

Click OK.

Right click your new HAC node CC00SQL, and select

Set as Local HAC Node.

Check that Home Directory path is correct and click OK.

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The following steps install the HAC service to server:

Right click CC00SQL and select Change Base Installation...

Select the correct base installation version and click OK.

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

Edit the properties: Notice the share of install

folder.
• HAC Administration Users BCMTR\CCAdmin
• Internal Server Certificate Common Name INTERNAL.ACME.COM It is recommended to use a
shared folder, adding support
• Internal Server Certificate Issuer CC00CA
packages and hotfixes need to
• Client Certificate Common Name CLIENT.ACME.COM be done only in one place.
• Client Certificate Issuer CC00CA
• HAC Service Logon User Account BCMTR\CCAdmin
• Password for HAC Service Logon User Account ******** (the Windows password)

NOTE: also Group Managed Service Account (gMSA) can be used to run the HAC service. See the Installation Guide.

Click Save

This example follows SAP security policy and uses Internal

Server Certificate and Connection Server Certificate.

This configuration means that the HAC instance is using

Internal Server Certificate in communication between
other HAC nodes. If you select to use the certificate here
all HAC nodes must be configured same way. Certificate
must be exported from first server to all other servers
with corresponding private key.

This configuration means that the Infrastructure

Administrator is using Connection Server Certificate in
communication with HAC nodes. Connection Server
Certificate can be exported from first server to other HAC
nodes with corresponding private key or every server can
have a separate certificate having the same name.

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.

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Right click on CC00SQL (local @ 7.0.x.x), and select Apply All Changes to Local System.
Save the system model locally on the server.

In Infrastructure Administrator,
click File  Save As...

You can use the default Documents folder

(C:\Users\CCAdmin\Documents)
and enter File Name e.g. model and click Save.

(file can be named freely)

Start communication between Infrastructure

Administrator (IA) and HAC service:
Select Connection  Connect...

Enter in:
User Name = BCMTR\CCAdmin,
Password = Windows password
Certificate Name = CLIENT.ACME.COM,
then click Connect

(Certificate name is needed because when installing the HAC service we

configured ‘Client Connection Security’ information.)

‘Authenticate User Locally Before Going Online’ option prevents

locking the user account in the Active Directory if you make a
typing error in the password. This depends on the
Active Directory configuration.

Select Connection  Monitoring Mode

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 C:\SAP\ContactCenter\Logs\ folder.

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When Infrastructure Administrator (IA) and High Availability Controller (HAC) service start to communicate HAC service
creates automatically two files into the C:\SAP\ContactCenter\VU\<nodename>\etc folder:

• hacmodel_<nodename>.xml
• backupmodel_1.xml

System model files

IA uses the file:

- model.wim
(in Documents folder)

HAC service uses the files:

- hacmodel_<nodename>.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 SAP Contact Center 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 SAP Contact Center 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 SAP Contact Center servers and configure
the HAC node and apply the settings.

Virtual units can be installed to any configured HAC node where HAC service is running remotely from any other HAC node
where you have Infrastructure Administrator (IA) running.

HINT: Housekeeping is important; the old backupmodel_##.xml files should be deleted from this folder periodically,
only the latest version with highest version number is in use.

HINT: It’s recommended to use only one active Infrastructure Administrator (IA) from where you edit and change system
settings to avoid making configuration changes simultaneously by several users. 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 always Run-command: mstsc /admin /f /console to make real console connection with Remote Desktop.

One advantage of having HAC service installed also to the SQL server makes it possible to monitor the network connection
between application servers and database server. HAC instances notice immediately if there is network connection
problems.

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HAC Node with HAC service on application server

The name of the HAC node must be unique, As the first step the HAC service must be
using the server name is recommended. installed during HAC node configuration.

Application server: CC00

Typical HAC node is a server running

High Availability Controller (HAC) service.
The first step in installation is to add the
HAC node, the application server (CC00),
to the existing system model.

Copy the ‘model.wim’ file from CC00SQL server (C:\Users\CCAdmin\Documents folder) to this application server
(CC00) C:\Users\CCAdmin\Documents folder.

Open the file with Infrastructure Administrator (IA).

(system model file is always a local file)

You can see the earlier configured HAC node(s)

(CC00SQL in this case) in the model.

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Right click HAC Nodes  Select Add HAC Node...

Enter information:

• Name of the HAC Node CC00

• IP Address for the HAC Node 10.31.99.130
• Server Port 21012
• Administration Port 21014
• Home Directory C:\SAP\ContactCenter

Click OK.

Right click your new HAC node CC00, and select

Set as Local HAC Node.

Leave the Home Directory path as default

and click OK.

The following steps install the HAC service to server.

When installing a SAP Contact Center application server continue from

here by installing the HAC service.

Right click CC00 and select Change Base Installation...

Select the correct base installation version and click OK.

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

• HAC Administration Users BCMTR\CCAdmin

• Internal Server Certificate Common Name INTERNAL.ACME.COM
• Internal Server Certificate Issuer CC00CA
• Client Certificate Common Name CLIENT.ACME.COM
• Client Certificate Issuer CC00CA
• HAC Service Logon User Account BCMTR\CCAdmin
• Password for HAC Service Logon User Account ******** (the Windows password)

Click Save

Notice the share of install folder.

It is recommended to use a shared folder,

adding support packages and hotfixes need to
be done only in one place.

This example follows SAP security policy and

uses encrypted connections between SAP
Contact Center components. That’s why we use
the Internal Server Certificate.

NOTE: also Group Managed Service Account (gMSA)

can be used to run the HAC service.

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 CC00 (local @ 7.0.x.x), and select Apply All Changes to Local System

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HAC service with correct user name (BCMTR\CCAdmin in this training environment) has now been installed and started.

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

Scroll down to SAP Contact Center HAC CC00 and check that the service is running and has the correct “Log On As” user
BCMTR\CCAdmin.

NOTE: When creating the admin user account for SAP Contact Center
system, use strong password which is not changed after creation. If you
change the domain user password SAP Contact Center stops working until
the correct new password is entered in several places in virtual unit
configurations and also for the HAC services on different HAC nodes.

NOTE: also Group Managed Service Account (gMSA) can be used to run the HAC service.
See the Installation Guide for more information about it.

Save the system model

In Infrastructure Administrator, click File  Save

File is saved to C:\Users\CCAdmin\Documents folder using file name model.wim.

Remember that the system model file is always a local file on the server.

C:\Users\CCAdmin\Documents folder is selected here as the location because user interface opens that location by default.

(File can be named freely, every HAC node has a local system model file.)

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To start communication between this instance of Infrastructure Administrator (IA) and HAC service on this server and also
with Infrastructure Administrator (IA) on SQL server (CC00SQL) and HAC service on SQL server make a connection:

Select Connection  Connect...

Enter in:
User Name = BCMTR\CCAdmin,
Password = Windows password
Certificate Name = CLIENT.ACME.COM,
then click Connect

(Certificate name is needed because when installing the HAC service we

configured ‘Client Connection Security’ information.)

‘Authenticate User Locally Before Going Online’ option prevents

locking the user account in the Active Directory if you make a typing
error in the password. This depends on the Active Directory configuration.

Select Connection  Monitoring Mode

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
C:\SAP\ContactCenter\Logs\ folder.
When Infrastructure Administrator (IA) and High Availability Controller (HAC) service start to communicate HAC service
creates automatically two files into the C:\SAP\ContactCenter\VU\<nodename>\etc folder:

• hacmodel_<nodename>.xml
• backupmodel_<version>.xml

System model files

IA uses the file:

- model.wim
(in Documents folder)

HAC service uses the files:

- hacmodel_<nodename>.xml
- backupmodel_<version>.xml

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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 SAP Contact Center 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 SAP Contact Center 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 SAP Contact Center 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 /f /console to make real console connection with Remote Desktop.

At the same time when this second server (CC00) is going to monitoring mode it sends the new version of the system model file to all other
HAC nodes (HAC service) and running IA instances.

Save the model on the CC00SQL server and switch back to monitoring mode. Close all unnecessary Infrastructure Administrator user
interfaces so that you don’t need to save the new system model on every instance after every time you save and go to monitoring mode.
After the installation has been done you can open the user interface and update

High Availability Controller (HAC.exe) uses very little resources from the server:

Windows 2012

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Installation logs

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

problematic situations.
The default installation log level is ‘Error Messages’, set higher level
e.g. ‘Tracing Information Messages’.
Open ‘Settings  Set Local Logging Parameters’ and select option.
This is the log level of Infrastructure Administrator.

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.
There is also a link to help pages.

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’.
This is the log level used by HAC service.

Installation log (VUA) is shown in this

frame when you select ‘Apply Changes
to Host’. Here can be a tab for every
HAC node.

This is a session based log. Full logs can

be found from default log folder.

There are two new options to check that

all the base installation upgrades and
installations of hotfixes have been done
successfully.

NOTE: In this example installation we are configuring minimum amount of variables to get SAP Contact Center system up
and running. More detailed information about all available variables for different components can be found from installation
guide.

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Adding and configuring virtual units with Infrastructure Administrator

Database server configuration

Database server cluster should be built so that data files and transaction log files are on different physical disks (not different
partitions on the same physical disk) to have best possible disk I/O capacity available.

Below is a very simple example of hard disks configuration of a cluster.

Both nodes have local C-drive where the operating system is installed.
SQL Server software is installed (clustered) so that the data files are stored e.g. on the D-drive, transaction log files are
stored e.g. on the E-drive and the Quorum is e.g. on the F-drive.

Active-passive cluster example:

More detailed information of the
SAP Contact Center databases and
SQL server configuration can be
found from Advanced Training
Configuration – part 1 document,
chapter ‘SQL Server Configuration’.

You can configure the default paths for these in SQL server properties.

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Installation order

SAP Contact Center software installation/upgrade order

1. High Availability Controller
2. Database virtual unit
3. Reporting database virtual unit
4. all other virtual units in any order

Database
installation to the
SQL server
CC00SQL.

NOTE: In this example document the database installation step is done remotely from the application server
(CC00) to the SQL server (CC00SQL)!

This is demonstrating how to add a virtual unit and configure it on one HAC node and install it to another HAC
node. HAC service must be running on both nodes.

Database virtual unit

Databases (including reporting databases) must be installed before any other virtual units. Databases virtual unit includes
by default five different database installation packages. Reporting database virtual unit includes one package.

Use the Infrastructure Administrator user interface on the application server CC00.
(you can use Infrastructure Administrator (IA) on any HAC node to make the installations of virtual units )

Typical (minimum) information needed by database packages:

• Time zone
• Connection information for SQL server(s)
• Configuration database name
• Database collation, depends on language, country etc.
• Database user name

Set Infrastructure Administrator (IA) to Deployment mode.

Right click Virtual Units  Add Virtual Unit... select the base installation folder and select Databases Virtual Unit

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These templates are for BCM 6.0 virtual units. DON’T use these
SAP BCM templates; SAP Contact Center 7.0 Infrastructure
Administrator is backward compatible and that is the reason to
have these templates here.

NOTE: These templates are for SAP Contact Center 7.0

virtual units.

Add in the name for your Database virtual unit:

ACME_Database and click OK.

Click on Software, and then click the Edit

button. There are a number of fields in different blocks
which need to be edited.

Common variables:
It is recommended to use Windows authentication
instead of SQL authentication for security reasons.

Maintenance Address or Name of the

Database server for Configuration Database CC00SQL\ACME
Configuration Database Name ACME

(in this example the SQL named instance has been installed using customer name, CC00SQL\ACME, and the configuration database name is using the
customer name ACME)

Configuration Database User Name BCMTR\CCAdmin

Configuration Database Password Leave always these password fields empty when using Windows authentication!
(see always the tooltip of the field)

Database Collation (immutable): Select correct collation (e.g. English language = Latin1_General_CI_AS)
Collation affects to sorting order of the language. If the collation
must be changed later after installation, it must be done using SQL tools.

Default Time Zone (UTC+02:00) Helsinki, Kyiv, Riga, Sofia, Tallinn, Vilnius (Europe/Helsinki)
(select correct time zone for your system)

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Variables for Configuration Database Server:

Default language English
PSTN Ranges 1000-1099
(PSTN range is different in every SAP Contact Center system, use the range you have got from your PSTN operator)

Variables for Monitoring Database Server:

Monitoring History Data Retention Time 1 month (can be changed to be longer) *) see Tips & Hints below

Variables which are not mentioned are using the default value shown on the field.

• Click Save

You’ll get a message about invalid or missing values.

• Click Yes that you want to apply the values anyway.

These variables will be evaluated to have correct values
on HAC node level after selecting the instance for
the virtual unit. See next page how to check variables.

Right click Instances under ACME_Database, select

Add Instance  CC00SQL (the name of your HAC node)

*)

Tips & Hints:

Monitoring History Data Retention Time has now biggest

value of 15 years. In some use cases Monitoring must store
data for several years.

Monitoring data includes the links e.g. to call recordings.

It is recommended that in normal contact center usage
the maximum value for daily online monitoring 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. Databases are easy to create with IA and
Data Collector will add the contact details to new database
also.

It’s recommended to create a new separate monitoring

website for this long time monitoring.

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, check the evaluated variable values always before applying
the changes.

Values in Virtual unit level show variable names like $DB_SERVER_DIRECTORY$:

same information on HAC node level after ‘Add Instance’, values have now been evaluated and must have real values like CC00SQL\ACME:

Exception 1: 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, this can be set on HAC node
configuration

Exception 2: 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
• this could be also a fixed path (by default a temp folder in the VU folder)

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Now when the virtual unit is added under the CC00SQL server node in HAC Nodes section, right click ACME_Database@CC00SQL (7.0.x.x)
under this CC00SQL node, and select Apply Changes to Host.

TIPS and HINTS:

• Virtual Unit Administrator

(VUA) from the BCM 6.0 is
integrated to IA and HAC.
• When selecting ‘Apply Changes to
Local System’ the Infrastructure
Administrator is starting the VUA to
do the installation.
• When selecting ‘Apply Changes to
Host’ the HAC service is starting the
VUA to do the installation.
• This makes remote installations
possible.

During the installation you can follow the progress on the CC00SQL tab on lower part of the user interface.

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
• ACME_Outbound
have been created.

Also four jobs should have appeared

related to the customer ACME.

This database installation was done remotely from application server to the SQL server.

In the next picture also reporting has been installed and all SAP Contact Center related items are shown. The Reporting Data
Transformation Process and Reporting OLAP database management jobs are created when installing reporting databases.

You can click Save to save the system model at any time to make sure you don’t lose any entered information.

This installation might take a few minutes. If you are installing databases locally on the SQL server command prompt windows may open. If
the SQL server has HAC service configured and running and it is configured to system model with other HAC nodes 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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• 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.

• IMPORTANT: If the ‘Reporting Services

Configuration Manager’ wizard fails
during installation you must delete the
‘ReportServer’ and ReportServerTempDB’
databases manually before running the
wizard again.

• The installation of reporting is done later

in this basic installation example

NOTE: Database virtual unit does not have any executable

components.

Database virtual unit installs/upgrades the databases.

If you set the role of it Active it does not run any

component even it shows green arrow.

If the role is set to Inactive it does not stop anything.

Uninstalling Database virtual unit does not delete

databases.

Databases can be deleted only manually using SQL

Management Studio.

SAP Contact Center 7.0 database structure

Operative database server Reporting database server

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 SAP Contact Center system is up and
running.
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Installing Reporting databases

Create a 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 (CC00SQL) and select
’Apply Changes to Host’ or if you do this on the SQL serve you can also select
’Apply Changes to Local System’.

Customer Name variable value is the

same value as it was as a prefix in the
Reporting Database Name
(ACME_VWU in this example) and the
same as Customer Name in the Batch
Job Server variables. Same variable is
used also in agents virtual unit.

See the installation of the

administration virtual unit in following
chapters.

If the Customer name is ACME then

the databases are named ACME_VWU
and ACME_DSArea automatically.

NOTE: when using Windows

authentication leave the ‘Reporting
Database Password’ field empty

NOTE: If you need/want to collect

reporting data to any external
reporting system, e.g. Business
Objects, you can tick this check box.

NOTE: New option: Microsoft

Reporting Services in Use.
If you use Microsoft Reporting
Services, make sure this option is
selected. When the option is selected
the OLAP Database is installed and
OLAP-related SQL jobs are created.
If you use the SAP Business Objects
reporting only, remove the selection
to simplify installation and
maintenance of reporting databases.

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These next virtual units will be installed to the application server (CC00 in this example).

WebSite virtual unit

Installing:
WebSite virtual unit template consists of web site including all necessary - Web Server
web services. In large systems these components could be separated to - Web Clients
dedicated virtual units. E.g. Online Monitoring could have its own web site. - Monitoring Web Clients
The template consists of Web Clients, Monitoring Web Clients, Remote - Remote Administration Tools
Administration Tools, Web Server and Email Sender - 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 into an existing virtual unit)

• Email Sender is used to send email messages like voicemail notifications and email channel replies using the local SMTP Virtual server in
the operating system.
• Other software packages here are creating the complete end user web site

Typical (minimum) information needed by

software packages:
• IP address of the virtual unit
• Connection information for SQL server(s)
• TCP port for HTTP connection
• Windows user account and password
running the web site
• Connection server IP address, port and
certificate common name
• Certificate name and issuer for
Internal Server Certificate
• Default time zone

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

Enter the name ACME_Website and click OK.

Add in the IP address (10.31.99.137) and subnet mask (255.255.254.0 in this training environment) then click OK.

Click on Software, Edit, and add in following information

Common Variables:
TCP Port Number for HTTP 80 (default)
Product Documentation Website https://help.sap.com/viewer
NOTE: new location for the documentation

Variables for Web Clients:

Update Client Component Automatically  Check this selection if you want to use automatic updates

1st Connection Server

Connection server IP address 10.31.99.133 (IP address of the AgentFrontEnd VU)
Connection Server Port number 21002 (default)
Connection Server Certificate Common name CLIENT.ACME.COM

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Variables for Monitoring Web Clients: Here should be links created automatically
Reporting Database Server Address or Name ACME_Reporting_DB: CC00SQL\ACME
Reporting Database Name ACME_Reporting_DB: ACME_VWU
Reporting Database DSArea ACME_Reporting_DB: ACME_DSArea
Reporting Database User Name ACME_Reporting_DB: BCMTR\CCAdmin
Reporting Database Password (leave this empty when using Windows authentication)

Variables for Remote Administration Tools:

Web Server Address $VU_IP$ (default)
Connection server Address 10.31.99.134 (IP address of the AdminFrontEnd VU)

Connection Server Certificate Common name CLIENT.ACME.COM

System Name ACME Company Ltd. – Test system - (free text, e.g. company name)

Variables for Web Server:

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

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

- NOTE: also Group Managed Service Account (gMSA) can be used to run the website

Variables for Email Sender:

Interface Library Used for E-Mails .NET (recommended)

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.

Server Connection Security:

Internal Server Certificate in Use Tick   (make sure that this is ticked)
Internal Server Certificate Common Name INTERNAL.ACME.COM
Internal Server Certificate Issuer CC00CA

Note: Variables which are not mentioned are typically using the default value shown on the field.

Click Save

Right click on Instances  Add Instance  CC00

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

Right click ACME_Website under HAC node and select Apply Changes to Local System or Apply Changes to Host.
(remember to bind the virtual IP address on the HAC node level to correct physical IP address)

After installation has finished you can check that the website has been successfully created by opening the
Internet Information Services (IIS) Manager.

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Binding virtual IP address to physical IP address

VERY IMPORTANT: 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 a network connection of operating system which can be any of
the configured network connections. This will cause SAP Contact Center not to work.

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

Server can have several network connections connecting to different networks:

If the binding is missing operating system

can bind the virtual IP addresses to any of
the available network connection. If the
binding is done to wrong NIC other HAC
nodes cannot communicate with that HAC
node.

Bind the 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:

HAC Nodes level

Physical IP address of the HAC node.

NOTE: With earlier versions up to SP7, if/when you made some changes on the

virtual unit level and issued the ‘Synchronize Instances’ command the bindings were lost.

This does not happen anymore with SP8 or later versions.

Synchronizing is always done after changing base installation or after adding hotfixes.

Remember anyway to check the correct bindings after synchronizing instances.

This binding must be done to all virtual units which have virtual IP address!

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Administrator virtual unit

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

Installing:
(configured to Administration Mode, recommendation is to have separate Agent Servers for
- Agent Server
administrators and agents)
- Batch Job Server
• Batch Job Server takes care of directory rebuild/synchronization, license reporting,
- Chat Server
message/file/outbound campaign cleaning and database related things
- Directory Server
(mandatory component)
• Chat Server is handling chat requests (together with CEM Server)
• Directory Server is used by CEM Server to show directory information to users/agents
(mandatory component)

Typical (minimum) information needed by software packages:

• Time zone
• IP address of the virtual unit
• Connection information for
SQL server(s) and databases
• Certificate name and issuer for
internal server connections
• Agent Server mode
• Customer name

Add the virtual unit:

Right click Virtual Units 
Add virtual Unit,
select the Base Installation and
select Administration Virtual Unit.

Enter the name ACME_Administrator

and click OK.

Add in the IP address (10.31.99.131)

and subnet mask then click OK.

Under ACME_Administrator, click on Software, and

Edit button.

NOTE: Since the database virtual unit is installed on a mock node without HAC service
and thus not a part of the system model the database variables are not inherited
to HAC nodes.

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Enter in the following information:

Common Variables: all these variables should be ok, information inherited from earlier VU’s
check always that the configuration, directory, monitoring, operative,
outbound and reporting database configurations are correct
Server Connection Security:
Internal Server Certificate in Use Tick   (make sure that this is ticked)
Internal Server Certificate Common Name INTERNAL.ACME.COM
Internal Server Certificate Issuer CC00CA

Variables for Agent Server:

Default Time Zone (UTC+02:00) Helsinki, Kyiv, Riga,… (set the correct time zone)
Agent Server Mode Administration Mode (AS for System Configurator)
Product Documentation Web Site https://help.sap.com/viewer
Certificate for External Password Encryption CLIENT.ACME.COM (use e.g. the client certificate)
(mandatory from SP10)
Variables for Batch Job Server:
Reporting Database DSArea ACME_Reporting_DB: ACME_DSArea *) see picture below

Variables for Chat Server:

Chat Server’s Port for Clients 21004 (default)

Variables for Directory Server:

Directory Server’s Port for Other Server 21021 (default)

NOTE: Variables which are not mentioned are using the default values shown on the fields.
NOTE: In SP10 the Terminal Server has been included to Agent Server. That’s why there is some new fields in the Agent
Server block.

Click Save

Right click on Instances, and select Add Instance to node  CC00.

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

Right click ACME_Administrator under the CC00 node, select Apply Changes to Host or Apply Changes to Local System.

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

*) Customer Name = prefix for reporting databases

Customer name is entered to
configuration now when installing
reporting database virtual unit.

Customer name is used as a prefix for

VWU and DSArea databases:
ACME_VWU and ACME_DSArea

After this reporting database server

configuration the variables are linked to
Batch Job Server and Agent server.

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Agents virtual unit Installing:

- Agent Server
- External Terminal Controller
- Media Routing Server
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 (in this example installation we have three different
MRS components, one does recording, one plays prompts to PSTN and one plays prompts to internal users)
• Agent Server (AS) in this virtual unit is used by end user interfaces, CDT and Convergence (configured to Phone User Mode,
recommendation is to have separate Agent Servers for administrators and agents)
• External Terminal Controller (ETC) is used by hard phones (also needed for external agent functionality, mandatory component)

Typical (minimum) information needed by software packages:

• Time zone
• IP address of the virtual unit
• Connection information for
SQL server(s) and databases
• Certificate name and issuer for
internal server connections
• Agent Server mode

Right click the Virtual Unit 

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

Enter the name ACME_Agents and

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

Common Variables: all these variables should be ok, information inherited from earlier VU’s

Server Connection Security:

Internal Server Certificate in Use Tick   (make sure that this is ticked)
Internal Server Certificate Common Name INTERNAL.ACME.COM
Internal Server Certificate Issuer CC00CA
Variables for Agent Server:
Agent Server Mode Phone User Mode (for CDT and Convergence)
Reporting Database Server Address or Name ACME_Reporting_DB: CC00SQL\ACME
Reporting Database Name ACME_Reporting_DB: ACME_VWU
*) see comment in virtual unit above

Reporting Database User Name ACME_Reporting_DB: BCMTR\CCAdmin

Product Documentation Web Site https://help.sap.com/viewer
Certificate for External Password Encryption CLIENT.ACME.COM (use e.g. the client certificate)
Maximum Concurrent Sessions 0 (0 = limit disabled)
Timeout for Inactive ECF Front End Sessions (Seconds) 60

Maximum Number of Message Processing Threads 1

Websocket SIP Proxies (see the tool tip!)

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Variables for Media Routing Server:

Maximum Number of Simultaneous Prompts 0 (edit the value 0 to this field because this MRS is
going to be used only for recording in this example)
First Port of Prompt Area 8000 (port range starts by default from 8000)
Use for Server-Side Recording Tick 
Maximum Number of Simultaneous Recordings 200 (leave the value 200 to this field
First Port of Prompt Area 9000 (port range starts by default from 9000)

Local Temporary Directory for SSR Files define a directory on a local non-system partition

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

NOTE: Variables which are not mentioned are using the default values shown on the fields.

NOTE: In SP10 the Terminal Server has been included to Agent Server. That’s why there is some new fields in the Agent
Server block.

Click Save

Right click on Instances, and select Add Instance to node  CC00

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

Right click ACME_Agents under the CC00 node, select Apply Changes to Host or Apply Changes to Local System.

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

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AgentFrontEnd virtual unit Installing:

- Connection Server
- SIP Bridge
Front-End virtual unit template consists of SIP Bridge, - Media Routing Server
Media Routing Server (MRS) and Connection Server (CoS)
packages. Frontend virtual unit template has only If you don’t plan to use SIP hard phones you can remove
components that have no direct connections to databases. the SIP Bridge software package from this virtual unit.

• Media Routing Server (MRS) in this virtual unit is for playing the
prompts to soft phones and hard phones (in this example installation we have three different MRS components, one does recording,
one plays prompts to PSTN and one plays prompts to internal users)
• Connection Server (CoS) instance is used by soft phones (CDT and Convergence)and System Configurator (SC)
• SIP Bridge in this virtual unit is used only by hard phones

Typical (minimum) information needed by software packages:

• IP address of the virtual unit

• Connection information for
SQL server(s) and databases
(used only during installation,
adds information of components
to configuration database)
• Certificate name and issuer
for Internal Server Certificate
• Certificate name and issuer for
Connection Server Certificate

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

Enter the name ACME_AgentFrontEnd and click OK.

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

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

Common Variables: all these variables should be ok, information inherited from earlier VU’s

Server Connection Security:

Internal Server Certificate in Use Tick  (make sure that this is ticked)
Internal Server Certificate Common Name INTERNAL.ACME.COM
Internal Server Certificate Issuer CC00CA

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Variables for SIP Bridge:

Display Names in SIP Messages Tick  or Untick (hard phones can show the caller name)
Use Diversion Header as Caller Info Tick  or Untick (these both settings depend on connection) 

Variables for Media Routing Server:

Maximum number of Simultaneous Prompts 200 (set value 200, default)
First Port of Prompt Area 8000 (leave the value 8000 to this field)

Use for Server-Side Recording Untick  (this MRS is not doing recording)
Variables for Connection Server:
Certificate Common Name (CoS) CLIENT.ACME.COM
Certificate Issuer (CoS) CC00CA

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

NOTE: Variables which are not mentioned are using the default values shown on the fields.

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.

Due to different ways of configuring the TLS options in different hard phones
in our training environment we don’t use TLS connections with hard phones.
It is recommended to use TLS encryption.

Right click on Instances, and select Add Instance to node  CC00

You will get a message on the screen about missing or invalid values, Click OK, that you want to “Proceed with adding the virtual unit
instance?”. (This is the same warning as before.) Remember to check under the HAC node that variable values are evaluated correctly.

Right click ACME_AgentFrontEnd under HAC node and select

Apply Changes to Host or Apply Changes to Local System.

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

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Installing:
AdminFrontEnd virtual unit
- Connection Server

Large import jobs during business hours can consume a lot of processing capacity and may affect the performance in the whole system.
Consider dedicating a Connection Server for administrator use to take import load off from agent connections.

AdminFrontEnd virtual unit consists of Connection Server (CoS) package. This virtual unit is used to separate the Connection Server used by
phone users and the Connection Server used by administrators. Connection Server does not have direct connection to databases.

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

Typical (minimum) information

needed by software packages:

• IP address of the virtual unit

• Connection information for
SQL server(s) and databases
• Certificate name and issuer
for Internal Server Certificate
• Certificate name and issuer for
Connection Server Certificate

Right click the Virtual Unit 

Add Virtual Unit, select the Base
installation and select Empty
Virtual 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.

(other option to do this virtual unit is to use Front-End Virtual Unit template and then delete the SIP Bridge and Media Routing Server
(MRS) components from the virtual unit, remember to use ‘Purge Unused Variables’ after deleting components)

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

All variables should be having correct values, if not, click Edit, and check the following information:

Variables for Connection Server:

Certificate Common Name (CoS) CLIENT.ACME.COM
Certificate Issuer (CoS) CC00CA

Server Connection Security:

Internal Server Certificate in Use Tick  (make sure that this is ticked)
Internal Server Certificate Common Name INTERNAL.ACME.COM
Internal Server Certificate Issuer CC00CA

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

NOTE: Variables which are not mentioned are using the default values shown on the fields.

Click Save

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Right click on Instances, and select Add Instance to node  CC00

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

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

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

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PSTN virtual unit

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

• Bridges are used to connect SAP Contact Center system to 3rd party PSTN
trunks or other systems using bridge connections like OCS/Lync Compatibility list of hardware for SAP Contact Center
7.0 SP8 does not have any supported H.323 devices.
• SIP Bridge in this virtual unit is used only for SIP gateways and session board
controllers (SBC) and other SIP connections H.323 devices used with earlier versions can be used
• Media Routing Server in this virtual unit is for playing the prompts to PSTN with SP8 version normally. H323 Bridge is still as a
(in this example installation we have three different MRS components, one component in SP8.
does recording, one plays prompts to PSTN and one plays prompts to
internal users)
• Prompts are the default audio messages played to callers. Prompts software package includes only wav files used for prompts.

Typical (minimum) information needed by software packages:

• IP address of the virtual unit

• Connection information for SQL server(s) and databases
• Certificate name and issuer for internal server connections

Right click the Virtual Unit  Add Virtual Unit, select the Base installation and select PSTN Bridges Virtual Unit.
Enter the name ACME_PSTN_Helsinki and click OK.

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

In this example material we are using virtual unit names like ACME_PSTN_Helsinki and ACME_PSTN_Walldorf to show how to
configure PSTN connections in different locations.

When or if you have only one location and virtual units for PSTN connection, the virtual unit names could be e.g.: ACME_PSTN_1,
ACME_PSTN_2, …. because then the actual location information is irrelevant.

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Click on Software and check the following information:

Common Variables: all these variables should be ok, information inherited from earlier VU’s

Server Connection Security:

Internal Server Certificate in Use Tick   (make sure that this is ticked)
Internal Server Certificate Common Name INTERNAL.ACME.COM
Internal Server Certificate Issuer CC00CA

Variables for SIP Bridge:

If SIP trunk is used the messages can
Display Names in SIP Messages Tick  or Untick  include names and diversion headers,
Use Diversion Header as Caller Info Tick  or Untick  
use options that matches your system,
 this is just an example. When using a
gateway connected directly to PSTN
you don’t get this information in SIP
messages.

NOTE: Display Names in SIP Messages and Use Diversion Header as Caller Info variables in PSTN virtual unit SIP Bridge block; these
variables are not needed with gateways connected directly to PSTN. Variables can be used with SIP trunks or Session Board Controller
when there is a SIP to SIP connection.

NOTE: Variables which are not mentioned are using the default values shown on the fields.

Click Save .

Due to different ways of configuring the TLS options in different gateways in our training environment we don’t use TLS connections with
gateways. It is recommended to use TLS encryption.

You will get same kind of message as with ACME_AgentFrontEnd virtual unit about certificate name and issuer.

Click Yes, that you want to apply the values anyway. The warning comes from missing SIP certificate information which is not mandatory.

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

Right click on Instances, and select Add Instance to node  CC00

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_Helsinki 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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Core virtual unit

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

• CEM Server handles contact allocating (including calls, chat requests and emails)
• Call Dispatcher handles call switching and routing
• Data Collector handles the connections to different databases
Installing:
Typical (minimum) information needed by software packages:
- CEM Server
- Call Dispatcher
• IP address of the virtual unit
- Data Collector
• Connection information for SQL server(s) and databases
• Certificate name and issuer for internal server connections
• RTP packet length (Note: this cannot be changed in System Configurator)

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

Enter the name ACME_Core

and click OK.

Add in the IP address (10.31.99.136)

and subnet mask then click OK.

Click on Software and check the following information:

Common Variables: all these variables should be ok, information inherited from earlier VU’s

Server Connection Security:

Internal Server Certificate in Use Tick   (make sure that this is ticked)
Internal Server Certificate Common Name INTERNAL.ACME.COM
Internal Server Certificate Issuer CC00CA

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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.

NOTE: Variables which are not mentioned are using the default values shown on the fields.

Click Save if you changed some information.

Right click on Instances, and select Add Instance to node  CC00

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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Chat overview

• Chat functionality needs four different components: CEM Server, Chat Server, Chat Portal Server and Internet Chat Client.
• In most cases the Chat Internet Client is installed to the company web server locating on DMZ.
• It communicates (through a firewall) with Chat Portal Server which communicates then with Chat Server.
• Chat Server and CEM Server together are allocating the chat request to agent.

• Installation of the Internet Chat Client can be done without HAC because it is installed by copying the files manually to an existing
website.
• One option is that you create a website with a local standalone HAC instance on the DMZ server which is not in the same system
model as the other application servers or you can create the site manually using IIS internal tools and then copy the example files
to that site and configure it same way as in this example document.
• On the following pages we install the Internet Chat Client using IA and HAC and the chat virtual unit is here a part of the system
model but in this case it is done purely for training purposes.
• In real DMZ environment the communication through the firewall need always some port opening, network address translation
etc. depending on the environment. HAC is typically not installed to DMZ servers, the customer chat site is not a part of the
system model. Only the site is created to DMZ and it communicates to Chat Portal Server.
• If the internet web server is running on any other operating than Windows (e.g. Linux, UNIX) this example cannot be used as
such. Then the web site programmers need to learn how our example works and make a similar application with tools that can
be used on the web server.

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Chat Channel

In the recommended built in set of virtual unit templates the Chat Portal Server is a part of the Integrations virtual unit. The default virtual
unit templates offer this kind of setup.

In this training example we don’t have the CRM integration available so we can add the Chat Portal Server as a part of the existing website
virtual unit. It is added as an additional software package.

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In large systems the Chat Portal Server could have its own virtual unit e.g. Chat_Portal_VU and Online Integration Interface (OII) could have
also its own separate OII_VU.

Installing:
- Chat Portal Server (to existing Website_VU)
- Internet Chat Client

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 servers running Windows 2008/2012.
In this training example we are creating the internet chat web site to this same demo/test server.
In real production systems 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 through the firewall must be configured properly if the Internet Chat Client
is located in the DMZ.

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Chat Server and Chat Portal Server

Chat Server and Chat Portal Server components must be also installed correctly to make the chat channel work.

Chat Server is included by default to Administrator virtual unit template.

Chat Portal Server can be installed either creating a new virtual unit using Integration Virtual Unit template which includes also Integration
Interfaces packages for CRM integration which makes a separate web site for the chat portal (and Integration Interfaces) or adding the
Chat Portal Server as a new component to some existing web site.

IMPORTANT NOTE! In this training example we add the Chat Portal Server to ACME_Website virtual unit to illustrate how to add new
components to existing virtual units.

• On Virtual Units level right click the ACME_Website and select Add Software…  Select Chat Portal Server from list

• The default parameters of Chat Portal Server:

• On Virtual Units level right click the ACME_Website and select Synchronize Instances.
• Check that the virtual unit IP address binding is correct
• After that Apply Changes to Host (or Apply Changes to Local System) on the node level

NOTE: It is important that in the saved system model file the roles are Active because if e.g. the HAC service restarts for some reason it
reads the system model and acts according the information in the file, if the roles are saved as Inactive, HAC stops the system.

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Internet Chat Client

Internet Chat Client package included in software packages is only a sample how to make the web site in
Demilitarized Zone (DMZ) to handle the incoming chat requests and how to send them to Chat Portal Server.
Example uses ASP.NET, so it is possible to use only with Microsoft Windows Server operating systems.
This software package should be treated as a Proof of Concept.

Chat Portal needs some prerequisite software to be installed. Please, check the installation guide.

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.

NOTE: Site could be created also using tools in IIS when building this kind of site in DMZ where you don’t have HAC. After
getting web site configured manually you can continue from Copy the files chapter below.

Configure the IP address (10.31.98.139) and

subnet mask (255.255.254.0) for the site.

Configure the Web Server variables in Software level:

- minimum information is the ‘Windows User Account for

Running Web-Related Processes’ and the correct password for the account

Select Instance (CC00) for the virtual unit and install the chat web site with Apply Changes to Host or Apply Changes to Local
System on the selected node. Save the system model and switch to Monitoring mode.

(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 a proof of concept sample code there are some manual steps to be done when
installing it.

Copy the files

If the web site has been done manually copy the C:\SAP\ContactCenter\Install\7.0.x.x\Internet Chat Client\contents\ChatAs
folder to folder that you use for the website (e.g. C:\SAP\ContactCenter\VU\ACME_Chat\web\ in this example).

Edit the files

After installing ACME _Chat virtual unit continue editing the following two files to have correct information about channel
and chat portal:

C:\SAP\ContactCenter\VU\ACME_Chat\web\ChatAs\Web.config

C:\SAP\ContactCenter\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, the 5th address is the IP address of the virtual unit where the OII is running: (port is not mandatory but informative
for administrators):

……………. The first 4 IP address configurations

<applicationSettings> are used with chat channel,
<ChatAS.Properties.Settings>
<setting name="ChatAS_ChatPortal_ChatPortal" serializeAs="String">
configuring the Chat Portal
<value>http://10.31.99.137:80/ChatPortal/ChatPortal.asmx</value> connection.
</setting>
<setting name="ChatAS_IciContainer_IciContainerService" serializeAs="String"> The 5th setting in this list is used
<value>http://10.31.99.137:80/ChatPortal/IciContainerService.asmx</value>
</setting> with WebCallBack functionality.
<setting name="ChatAS_IciItem_IciItemService" serializeAs="String">
<value>http://10.31.99.137:80/ChatPortal/IciItemService.asmx</value> It is used to configure the OII
</setting>
<setting name="ChatAS_IciChatSession_IciChatSessionService" serializeAs="String">
connection. (WebCallBack
<value>http://10.31.99.137:80/ChatPortal/IciChatSessionService.asmx</value> configuration example can be found
</setting> in the System Configurator
<setting name="ChatAS_IciSystemService_IciSystemService" serializeAs="String">
<value>http://10.31.99.139:80/OII/IciSystemService.asmx</value> document.)
</setting>
</ChatAS.Properties.Settings>
</applicationSettings>
.…………..

2. For the chat channel edit the file …ChatAs\ChatForms\CustomerChatForm.xml to define the chat channel(s).
You can also add more languages using the 2‒character coding.

Sample CustomerChatForm.xml file

……...
<CHANNEL_ADDRESS type="dropdown" name="Contact" required="yes" id="CHANNEL_ADDRESS">
<ITEM value="chat@acme.com"/>
</CHANNEL_ADDRESS>
………

NOTE: the channel name ‘chat@acme.com’ is case sensitive, type the name same way also in the queue
configuration (in SC).

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Windows Server IIS Configuration

Some IIS settings for the chat web site needs to be changed, open the Internet Information Services (IIS) Manager.

Because of some IIS security features open the Sites, select ACME_Chat, double click the Request Filtering, select Hidden
Segments tab, select segment named bin:

Select Remove…

Activate ChatAs folder under the ACME_Chat site and right click it, select Convert to Application.
(this ‘application’ was called ‘virtual directory’ in Windows 2003 IIS)

Click Connect as ...

To set the correct user, click the Set... button, enter the correct user account and password.

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Configuration can be tested with Test Settings… button:

After installing all chat components restart the SAP Contact Center system.

CRM Multi-Chat related configuration and chat prompts are covered in the CCtr Introductory Training - System
Configurator document.

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Reporting installation and configuration

You can find more information about reporting from SAP Service Marketplace documentation:

https://help.sap.com/viewer/product/SAP_CONTACT_CENTER/7.0/en-US

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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.

NOTE: Search button in CDT History tab does not work if the reporting databases are not installed.

IMPORTANT NOTE FOR

UPGRAGE!!!

OLAP database must be deleted

manually before installation can
create a new one.

This is needed in upgrade from any

earlier version to BCM 7.0 SP4.

When upgrading read carefully all

release notes of support packs to
find out if there is any special
requests for database.

FactCEMAgents, data is cumulated

for 15-minute periods.

More detailed information can be found

in the Reporting Data Guide.

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These next steps are executed on the SQL Server (CC00SQL in this example installation). All reporting components are going
to be installed to reporting database server. Infrastructure Administrator can be used from any HAC node where IA is
installed becausee the HAC service has been installed also to SQL server in this example.

Change the domain user account (in this example BCMTR\CCAdmin) to run the following Windows services:

• SQL Server
• SQL Server Agent
• SQL Server Analysis Services
• SQL Server Reporting Services

Reporting Database Server package has already been installed. Next step for the reporting configuration is to run the wizard.

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Configuring the reporting website

Reporting Services Configuration Manager

In this example, we are using the IIS Default Web Site of the database server for the reporting services. A dedicated reporting web site could
be installed manually using Internet Information Services Manager (IIS Manager) or it can be also installed with Infrastructure
Administrator if the HAC service is installed on the SQL server. If you don’t want to install website(s) to SQL Server, you can install Reporting
Services to one application server where IIS is installed and use that server to run reporting website.

More detailed information about configuring the Reporting Services can be found from here:

http://technet.microsoft.com/en-us/library/ms159624(v=sql.105).aspx

Connect to correct SQL Reporting Services instance:

• Server Name (CC00SQL)

• Report Server Instance (ACME) ● Connection created, report server started

Select user for report server service account, if you have configured it already for the service you can skip this:

• Account (BCMTR\CCAdmin)
• Password (Windows password) ● Report server service account configured

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Configure the web site information:

• Virtual Directory (ReportServer_ACME)

• IP Address (use the physical IP address of the server, in this example 10.31.98.130)
• TCP Port (default 80) ● Web service configured

• Start configuring database connection: ● Create a new report server database

• Server Name (SERVER\INSTANCE, in this ● Testing the connection to database server

example CC00SQL\ACME)

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• Database Name (ReportServer by default) ● Authentication Type

● User Name (BCMTR\CCAdmin)
● Password (Windows password)
● Service Credentials can be used also
if the service is configured already

• Summary of configuration ● Database created

NOTE: If this step fails you must

delete the report databases and
start the wizard from start.

• Database configuration ready ● Virtual Directory URL configuration

(Reports_ACME)

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• Virtual Directory created ● Optional E-mail configuration

• Execution account configuration ● Encryption keys configuration

• Filename ● Password (keep a copy of this file in safe place)

See the following link about encryption keys:

https://msdn.microsoft.com/en-us/library/ms157275(v=sql.110).aspx

• Encryption keys configured ● Optional Scale-out Deployment

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Installing the Standard Reports

Standard Reports can be installed only after the Reporting Services Configuration Manager wizard has been successfully run.
Reset also the reporting website (Default Web Site of the server) before installing standard reports to make sure it is running.
Set Infrastructure Administrator to Deployment Mode and create virtual unit for standard reports. Use Standard Reports
Virtual Unit template and configure the variables. Name virtual unit e.g. ACME_Standard_Reports.
Variables for Standard Reports
*) browse the correct path on your SQL server,
Reporting Database Server Address or Name CC00SQL\ACME start the field with PATH:

Analysis Server Address or Name CC00SQL\ACME

OLAP Database Name on Analysis Services
Reporting Services Instance Name or Path
Reporting Services ‘Report Server’ Site Address
Reporting Services ‘Report manager’ Site Address
Report Site Name on Reporting Services
Windows User Account for Data Sources
Password of User Account for Data Sources
Customer Name
Product Documentation Website
ACME_ContactCenter_OLAP
PATH:C:\Program Files\Microsoft SQL Server\MSRS10_50.ACME\Reporting Services *)
HTTP://10.31.98.130:80/REPORTSERVER_ACME (use the link created in RS wizard)
HTTP://10.31.98.130:80/REPORTS_ACME (use the link created in RS wizard)
ACME ContactCenter Reporting
BCMTR\CCAdmin
********** Windows password
ACME_Reporting_DB: ACME (link to Customer name in ACME_Reporting_DB VU)
https://help.sap.com/viewer (link to documentation website)

Remember to configure the web site addresses properly

using the URL links configured in the Reporting Services
Configuration Manager wizard earlier:

HTTP://10.31.98.130:80/REPORTSERVER_ACME

HTTP://10.31.98.130:80/REPORTS_ACME

‘Password of User Account for Data Sources’ is mandatory.

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:

In this example: PATH:C:\Program Files\Microsoft SQL Server\MSRS11.ACME\Reporting Services

Install virtual unit by adding the instance to server

and selecting ’Apply Changes to Local System’
or ’Apply Changes to Host’.

Save the system model.

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Reporting user rights

In this example, we have already added the Reporting Administrator role to CC Supervisors group.
If needed the Reporting Administrator role can be also allocated directly to individual users like here:
Use System Configurator (SC) to add Reporting Administrator role for Supervisor user account.
To be able to open Online Monitoring UI the user must have ‘Advanced Monitoring User’ role.

After you have created the users open the Online Monitoring UI using e.g. Supervisor account, select then

Tools  Reporting Settings:

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You can configure some additional information for reporting on Administration page. Set the ‘Next Start Date for Data’ to be
the date when you started SAP Contact Center system to get all calls to reports.

The greyed out fields cannot be edited.

You can also monitor the data transformation on the DTE Reporting page.

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Reports

Because of the default settings in Windows operating system 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. Also you
might need to set the reporting website to be listed on the trusted sites to make it work e.g. if the end user pc is in different
domain than the server. These are typical environment settings that can differ from system to system, if any problems occur
when using Reporting Services, please, check Microsoft documentation of Reporting Services. SAP Contact Center system
configuration does not include any user rights to reporting, it is configured completely in Reporting Services.

Open the reporting web page configured in the Reporting Services Configuration Manager wizard:
http://10.31.98.130/reports_acme

Use Home  Folder Settings to give users correct rights to see the reports.

Select New Role Assignment

Enter the domain user name and select role:

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In versions earlier than 7.0 SP4, the Volume 8 - Contact Log report does not open as all other reports because requires direct
access rights to SQL database, and in Windows 2008, passing this right is not provided automatically in Report Services
configuration. You must define a SQL database user in the following way:

In the SAP Contact Center Reporting folder, choose the WDU SQL database.

• Choose the option Credentials stored securely in the report server.

• Enter the correct user name and password
• Select ‘Use as Windows credentials when connecting to the data source’
• You can also test the connection.
• Click Apply.

More detailed information of reporting can be found from the Installation guide.

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Reporting scheduling

Example, changing reports to run every 15 minutes, default is 1 hour:

Change registry key

ReportIntervalInMinutes = 15

VWU database, Settings table

change Criterion
ReportIntervalInMinutes = 15

Reporting Data Transformation Process

Properties  Schedules
Occurs every: 15 minute(s)

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At this point we have all the components installed which are needed to start the SAP Contact Center system and continue
using System Configurator to configuring it further.

Many other components like Integration Interfaces (OII), Quality Monitoring Server (QMS), Alarm Server, File Replication
Server (FRS), H323 Bridge and longtime monitoring website installation are covered in the advanced configuration
documents.

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Activate Virtual Units

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.

At that point IA sends the new

model file to all active HAC nodes
and other running (connected) IA’s.

If any HAC node (server) is

shutdown at that moment it does
not get the file, when server is
started and HAC starts it will get
the latest version from other HAC
nodes or IAs automatically.

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 on component level (read HAC log).

HAC makes a restart every time it gets a new system model version, for a short time there might
be a red cross over the node when it reads the new system model, processes it, and starts using it.

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

You can use also Monitoring Views to see the status of the virtual units: NOTE!: Virtual units having component Media
Routing Server (MRS) are showing a yellow
exclamation mark at this point.

It is ok at this moment because some additional

configurations (global voicemail, recording and
prompt paths) are still missing from configuration
and those will be done a little bit later using
System Configurator (SC).

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Infrastructure Administrator (IA) user interface is using model.wim file which includes the information of all HAC nodes, virtual units and
components inside the virtual units. IA monitors and controls HAC service(s) on different HAC node(s) and communicates with them to be
able to show administrator(s) which nodes and components are running.

HAC service(s) on different HAC node(s) uses the hacmodel_<nodename>.xml and backupmodel_<version>.xml files to determine which
virtual units should be running on different HAC node(s) and keep the corresponding processes running.

SAP Contact Center components continue running when Infrastructure Administrator (IA) is closed. HAC service(s) on HAC node(s) keeps
monitoring the components.

SAP Contact Center components continue running even if the HAC service on the server restarts for some reason.

Windows process list:

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There is a timeout value for other HAC nodes to wait the HAC service to restart on HAC node.

If the HAC service on a HAC node is not starting again, it fails and stops, other HAC nodes assume after a timeout that the HAC node has
failed and the virtual units that were running on that particuilar HAC node are switched to run on some other HAC node where they have
an instance available.

When HAC Service starts again on the failed HAC node it checks that all components should be running following the system model. HAC
service checks from other HAC nodes if the system model has been changed and saved during the time the HAC service was down, what is
the latest version of the system model. If the system model file version was changed the HAC node gets the latest version from some other
HAC node and starts using it. When starting a HAC node/HAC Service it does not start using existing system model file before checking from
other HAC nodes that it is the latest version.

• Polling Interval (s): Define how often the node is polled. The default value is 5.
• Silent Loss Timeout (s): Define how long the node can remain non-contacted before it is assumed to be lost. The default value is 20.

Don’t change these timeout values without consulting product support. You might make the system unstable.

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System Configurator

Configuring Contact Center components, queues, users

Next step is to start configuration from another user interface; System Configurator.

With System Configurator tool you can continue and finalize the configuration of the SAP Contact Center system.

See the SAP Contact Center Introductory Training – part 2 - System Configurator document.

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Configuring 3rd party devices

Configuring gateways

Gateways must be configured to support the correct codecs, gateway/trunk must be configured to communicate with
correct SIP Bridge and there can be also some number manipulation.

Example 1 - Audiocodes Mediant 1000, codec selections:

Example 2 - Innovaphone IP 3000, SIP bridge configuration:

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Configuring hard phones

Hard phones need some mandatory configuration before they are able to login to SAP Contact Center system:

- user id (login name used in System Configurator)

- ip address of registrar (can be also called proxy, gateway, address etc.)
(the IP address of the SIP bridge connected to External Terminal Controller in SAP Contact Center configuration)

In this example, Innovaphone IP232, the phone has settings like this: Phone menu: User ID and Proxy

In this example the user IDs in

System Configurator are 1014 and
1015.

SIP Bridge which is connected to

ETC is in the virtual unit called
ACME_AgentFrontEnd and the
virtual IP address of that is
10.31.99.133.

Another example, Polycom:

Lines menu: Auth User ID and Address

Hard phones need typically also information

about DHCP server and TFTP server.

Depends of the manufacturer of the hard phone

how it can automatically get the configuration
e.g. from a TFTP server downloading and using
some preconfigured files.

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Troubleshooting

LogLevel key is the root registry key for other LogModule.xyz.level 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. You should use the LogLevel key only if there is a need
for debugging the system. 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. Use instead the module level key (e.g. CallDispatcher.Level in the pictures
below).

New level setting wizard can be found in SAP Contact Center 7.0 SP7. It was introduced in SP7.

You can copy the example logging templates from

install media folder (Examples and Templates) to you
ContactCenter root folder (C:\SAP\ContactCenter\ in
this example.

Select Infrastructure Administrator  Logging  Start Logging Configuration Wizard and browse the
LoggingTemplate_Troubleshooting.xml file.

Select the Template and click Next Step.

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Wizard shows the selections used by the template: You can also make new selections by
selecting the ‘Show Search Criteria’.

Click Next Step.

Now you can see the default debugging

options of this template.

Click Next Step.

Wizard shows the selections.

Click Next Step.

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Wizard executes the selections.

Click Exit.

IMPORTANT NOTE:
After you have completed the
troubleshooting remember to restore
the defaults value to all components by
using the
‘LoggingTemplate_Defaults.xml’ same
way with the wizard.

Otherwise you keep collecting huge log

files and might fill the disk with those
and cause some other problems.

If you don’t want to use the template files just click next Step and continue manually searching the components that you want to
trace/debug.

You can select components by combinations of module name, logical system name and virtual unit and then searching the
matching components. You can also select some additional logging settings clicking the filter sign.

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From this side you can see the values that are on the system
configured at the moment.

If a setting has value (no value) it means that the key is not
found in the registry. Key will be created if a value is entered.

When you see a red flash sign there is different values for this
component in different virtual units.
Tooltip shows the existing values from different virtual units on
different HAC nodes.

From the dropdown you can select a new level that you want
to start using.

Log level changes are strongly recommended to do with the new wizard without working with registry. Some of the registry keys which
you can change through the wizard are not by default created to the registry during installation; components use a hard coded default
value if the registry key is not found. Wizard adds non existing registry keys when there is a change to be made to its value.

Registry keys are located in path:

Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Wicom\

If there is the LogModule.xyz.Level key for component itself, like the Call Dispatcher in the picture, change that to e.g. trace or debug. This
way the other keys have the warning level and only the component creates the log you need on trace/debug level.

Possible log level values:

always = 0
error = 1
warning = 2
info = 3
trace = 4
debug = 5

Values are from lowest (0) to

highest (5).

If there is no log module for component level, e.g. Agent Server in the picture below, change the LogLevel key to trace or debug and change
all the other keys from inherited 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 leave the ‘inherited’ value to all LogModule.* keys you’ll end up getting huge logs. The LogModule.*
keys are used typically when tracing a certain type of information, e.g. database, network or security related messages.

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If you need more information to log about database, network, security etc. related messages, change the corresponding key to trace or
debug level or use the ‘inherited’ value to follow the LogLevel key.

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CDT log level

End user terminal log level can be set either from User Settings Template in System Configurator or directly from the CDT.

System Configurator  User Settings Template  e.g. CC Supervisor  CDT Personalization

CDT  Tools  Settings

With setting
Deny User-Level Modifications
the setting is greyed out so that user cannot change it.

CDT can be started also with URL that sets the log level: http://<ip.address:port>/cdt?arg=loglevel=5

This setting makes CDT to start with highest log level even before it gets the log level setting from the system. Helps to get
enough information for troubleshooting if the CDT login fails.

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Audit logging

Audit logging can be used with Agent Server, Weblient_as, Connection Server, Chat Server, External Terminal Controller, CEM
Server, ACI, DAI, PSI, RDI, TMI, HAC and WebClient components.

Audit logging options, registry key AuditEventMask: Event mask of the audit log can be set either as a number or
a string. In string-formatted mask values, multiple event
Event type Number type names are separated with + or − signs.
• presence 1
• config 2 For example, string value mask for producing only presence,
• rights 4 failure and configuration related audit events would be:
• modify 8
• read 16 presence+failure+config
• failure 32
• system 64

With the new log level setting wizard you

can change the value by selecting the options.

Here’s a sample from Agent Server audit log:

10:33:55.027 [AUDIT:MODIFY] User [bb78a8e9f500df11b627463500000031] Modifying object type [User] id

[271387398d3a4def9254d2ae3ccbe05d]:
Fields:
LanguageAttributes [
item <Location,EN> - Value [Espoo]
item <Title,EN> - Value [Administrator]]
10:33:55.043 [AUDIT:MODIFY] User [bb78a8e9f500df11b627463500000031] completed modifying objects

From SC you can find the ID of the user who did the change to some object:

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Cisco gateway parameters

Cisco H.323 gateway

NOTE: if you have Cisco gateway you need to disable H.245 tunnelling.

Symptom without parameter: With external calls Communication Desktop (CDT) is ringing and when agent clicks
the answer button the call is disconnected.

Add a registry key

H245Tunneling type: REG_DWORD

Defines whether H.245 tunneling is supported. 0 = no, 1 = yes. The default value is 1.

Add the key to the path:

Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Wicom\<VUName>\WH323DLL

E.g. in this example it could be:

Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Wicom\ACME_PSTN_Helsinki\WH323DLL

Remote Desktop connection

When using Remote Desktop connection (mstsc.exe) to your servers make sure that you are connecting always to
the console session.

It can be done using Run… command: C:\Windows\System32\mstsc.exe /console /f /admin

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Codec selection examples for trunks and hard phones

SAP Contact Center default codecs are configured in Global Switching Settings and packet size is configured in
Infrastructure Administrator  Core virtual unit:

The trunks and hard phones should have the same codecs and packet sizes selected in same order if possible.
Here are some samples from gateway devices and hard phones:

Audiocodes Mediant 1000 gateway:

Innovaphone IP3000 gateway:

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Polycom hard hone: Innovaphone IP232 hard phone:

CDT diagnostics

New diagnostics view for end users: Help  Diagnostics

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Windows Performance Monitor

You can enable Windows Performance Monitor usage by adding one registry key to all virtual units to virtual unit level which
you want to monitor. Add a key called UseWinPerf (REG_DWORD) with value = 1.

Virtual units need restart after this key addition. In this example we add the key for ACME _Core virtual unit.

Install performance counters to HAC nodes.

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Select counters that you want to follow.

And the Performance Monitor starts to produce data.

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Example SAP Contact Center system installed

When basic configurations have been done the SAP Contact Center system should look like this in Infrastructure
Administrator.

Virtual units on the SQL server (CC00SQL) can be left to Inactive role because they don’t include any executable files that
should be controlled by HAC. Those virtual units are only needed to install and upgrade the databases and report templates.

This is a basic standalone SAP Contact Center system.

In the advanced training documentation you can find a lot of samples to fine tune the system to match the needs of your
system.

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Glossary

A
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.
Administration and Configuration Interface (ACI)
A server-to-server interface that provides access to the configuration data stored in SAP Contact Center databases.
afterwork
An agent status that indicates that the agent is temporarily not able to accept contacts from queues but is able to receive direct calls. This is a special
status and agents cannot select it manually. After this status the application gives the Ready status automatically. The term in the SAP Contact Center 7.0
version is Wrap-Up but the term of the previous SAP Contact Center versions (Afterwork) is still used on the Reporting user interface.
agent
A person who handles inbound or outbound contacts (such as e-mails, calls, and chat requests) in a contact center.
Agent Server (AS)
A mandatory server component that carries out communication between SAP Contact Center components.
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
The button on a telephony application’s (such as Communication Desktop or Convergence) user interface that can be clicked to accept an incoming call.
application service provider (ASP)
A third-party entity that manages and distributes software-based services and solutions to customers across a wide area network (WAN) from a central
data center. Application Service Providers enable companies to outsource aspects of their information technology needs.
audio file
A recorded file that can be used to make prompt files and prompts.
auto-allocation
Queue mode where calls, chats, or e-mails from queues are automatically allocated to agents.

B
B number
A target of a call or a message.
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 soft ware 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.
Batch Job Server (BJS)
A mandatory server component that handles directory rebuilt/synchronization, license reporting, message/file/Outbound campaign cleaning and
database-related things.
blind transfer
A function in the toolbar that puts the caller on hold while an agent forwards the call to another agent's extension without first consulting with the agent
who is receiving the transferred call.
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 SAP Contact Center core module, Call Dispatcher. Two main types in
use: H.323 and SIP.

C
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.

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call waiting tone

A file that is played to an agent when the agent has an inbound call waiting.
callback
A function in a contact center that allows customers to leave a request to call them back.
campaign
An outbound call campaign where the dialer calls customers and agents ask questions according to the script.
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 Portal Interface (CPI)
Defines the external API that the Internet chat client uses to communicate with SAP Contact Center.
Chat Portal Server
A server component that must be installed in the system if the chat channel is used.
Chat Server
A server component 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 to the core of the SAP Contact Center 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
To join calls together in telephony applications such as CDT.
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 SAP Contact Center system that takes care of contact routing intelligence.
country code
In telephony applications, this means country calling code defined by ITU-T recommendations E.123 and E.164, also called IDD (International Direct
Dialing) or ISD (International Subscriber Dialing) code.
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.

D
dashboard
The runtime statistics of user’s own activities, such as inbound and outbound calls, and e-mail messages.
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:
Dimensions
Light Dimensions
Measures
Data Collector (DC)
A server component that collects reporting and monitoring data. Required if the Reporting or Online Monitoring applications are used.
data staging area (DSArea)
One of the databases in DTE. Related to the Reporting application.
data transformation engineer (DTE)
A tool that runs the transformation process in the Reporting application.
data warehouse (DW)
Information organized in datamarts for effective online search. Related to the Reporting application.
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. Was earlier referred to as a hard phone.
destination number
A number to which a call is made.
dial pad
A part of user interface of an telephony application that enables sending DTMF signals, that is, same numbers and characters as from a traditional
telephone.
dial pad button
A character on the dial pad. When that is clicked the character is sent as a DTMF signal.
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.
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Directory and Availability Interface (DAI)

A server-to-server interface that provides directory data and presence information.
Directory Server (DS)
A mandatory server component that is used by CEM Server to show directory information to users.
divert
To redirect calls to another number in the Communication Mobile Client (CMC) application.
divert delay
Time before a call is redirected to another number, for example to voicemail.
document
A definition of an IVR application expressed in VoiceXML.
dual tone multi-frequency (DTMF)
The technical term describing touch-tone dialing on a telephone. It is essentially the combining of two tones: one low frequency and one high frequency.

E
early queuing
Queuing calls before they are connected. Can be used for toll-free queuing.
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.
ECF
Embedded Communications Framework (ECF) concept. ECF provides an easy way to embed SAP Contact Center communications controls - also called
widgets - to any business application user interface (UI).
Email Sender
A server component that can be used to send e-mail messages such as voicemail notifications and e-mail queue replies using the local SMTP server in
the operating system.
extension
An identifier of a user’s or queue’s account in the system, such as the unique internal phone number, or e-mail or chat address.
external agent
A user who is logged on to the software from an external number (mobile or fixed) and receives queue and personal calls to this external number.
external IVR interface (EII)
Enables that a SIP-enabled speech recognition IVR server can be integrated into a SAP Contact Center system.
External Terminal Controller
A core module that translates the protocol used with desk phones into a protocol used with softphones.

F
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 SAP Contact Center systems.
File Replication Server (FRS)
A server component that can be used, for example, to copy voicemail files between different locations.
forward
To redirect calls to, for example, voicemail or mobile phone.

G
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.
grammar
A definition of rules for certain functions used in VXML, for example DTMF recognition
grant
To allow users, user groups and roles to assign rights to other user roles and user groups.

H
H.323
A standard protocol for audio, video, data, internet phone, and VoIP transmissions.
hang-up time
The average duration of abandoned calls.
high availability controller
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.

I
IIS (Microsoft Internet Information Server)
A Microsoft server product used for various web-related tasks, such as managing services and sharing information.
immutable
An object whose state cannot be modified after it is created. For example in SAP Contact Center IA, some of the installation variables are immutable and
cannot be changed after they have been entered for the first time.
Infrastructure Administrator (IA)
An administration application for creating the system model, and starting and stopping all components of the system.
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.
internal range
An additional range to the system PSTN ranges (for example an IVR number)
IP (Internet protocol)
A network protocol that enables computers to communicate using various physical media. This protocol is used for the global Internet but can also be
used entirely separately as a communications protocol in any computer network.

L
License Reporting Interface (LRI)
Provides an access to information related to the current and past provisioning situation and the usage of different functions in a SAP Contact Center
system.

M
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. This ActiveX component is installed on a client workstation.
mobile phone
A hand-held device used for wireless communication.
module
A software entity that performs certain functions.
monitoring
The process or application for collecting and displaying data and metrics from the system and its users’ performance.
MRS (Media Routing Server)
A core component in the SAP Contact Center 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.
multi-chat
Function that enables a contact center agent to have several active chat sessions simultaneously.

N
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
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
number range
Phone number extensions that can be selected in a SAP Contact Center system. A number range contains a PSTN range, an internal range, and a
subrange.

O
OLAP
Online analytical processing. Related to the Reporting application.
Online Interaction Interface (OII)
Provides methods for handling agent statuses and queue assignments, for performing telephony and other communication operations in a SAP Contact
Center system. OII is dedicated to communication with the SAP CRM system, but it is not limited to that.
OPTIONS ping
Function for checking if the neighboring device is willing or able to accept calls.
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.

P
P-Asserted Identity (PAI)
A header in SIP message that enables conveying the caller identity within a trusted domain.
paperwork
An agent status that indicates that the agent is temporarily not able to accept contacts from queues but is able to receive direct calls. The term in the SAP
Contact Center 7.0 version is Not Ready but the term of the previous SAP Contact Center versions (Paperwork) is still used on the Reporting user
interface.
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.
paused
A status in which an agent has activated an absence profile.
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.
predictive dialing controller (PDC)
A CEM module that runs the outbound campaigns.
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.
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presence
A status in the system when a user is free and can be reached.
presence profile
An absence, a presence or a conference profile which defines how inbound calls are handled when a certain profile is selected.
Presence Synchronization Interface (PSI)
Enables synchronization of presence information between external systems, such as Microsoft Lync and SAP Contact Center.
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.
private branch exchange (PBX)
A traditional corporate telephone system which usually includes switchboard hardware.
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. Al so 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 xxx, press 1.”
prompt file
A repository for language-specific audio files. In SAP Contact Center systems, a prompt file is defined for a prompt, and when this prompt file is used in
a certain language, the corresponding audio file is played in that language.
PSTN range
Phone extensions from the public switched telephone network

Q
Quality Monitoring Interface (QMI)
An integration interface provided by Quality Monitoring Server.
Quality Monitoring Server (QMS)
A server module that enables interface to third-party quality monitoring systems.
queue mode
A way to direct calls, e-mails, and chats from queues to agents. Administrators define whether agents serve in hunt group or auto-allocation mode.
queue watcher
A tool to monitor queues. It displays information about the number of contacts in queues, queue time, and the number of free agents and agents logged
on to the queues.

R
R number
The original external source number (A number) in the following special case: The system is configured to display the original number even if the call
has been forwarded within the system before it is finally forwarded to another external number. Normally the system displays the personal extension
number or the queue number as the source number.
recording
Function, or the result of it, where a telephone call is saved as a file and can be listened to later on.
redial
Scheduling a new call to a customer who could not be reached in an Outbound campaign.
redundancy
A duplication of system components with the intention of increasing availability.
redundant
Duplicating the function of another component in a system and providing a backup in the event of a component failure.
refresh
Function that updates the displayed view. Can be initiated manually, or happens automatically after defined intervals. Typically in use with views where
large amounts of collected information is displayed as updating those views after each change in any item is not reasonable.
Reporting Data Interface (RDI)
Provides methods for reading history information about calls and e-mail messages that have been handled in a SAP Contact Center system.
ringback
A reminder made in the SAP Contact Center system when the called person cannot be reached. When the person is available, the system indicates it.
ringing time
The time before the system starts to play an audio message to the caller.
route
A way to take a call to a specific destination. Typically includes settings for the priority, gateway equipment, codec used, masks, and prefixes.
routing
A procedure that determines the receiver of a call, an e-mail, an SMS, a short message, a chat request, or other contact.
RTP
A standardized packet format for delivering audio and video over the Internet.

S
saved searches
A saved search criterion list for items such as users and queues in the System Configurator application
schedule
A way to define the times when a service is available. Typically includes a related (audio) message that informs customers of the opening hours.
script
A step-by-step questionnaire that gives agents guidance during customer interactions. Agents use these scripts to guide them through ea ch step of a
customer contact and enter the customer’s responses in the script. The customer’s response dictates the next step that the script displays. These steps may
include questions with predefined answers, business transactions, or other activities.

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Secure RTP
A secure (encrypted) RTP signal used within the SAP Contact Center system for transmitting audio signal between terminal clients and the MRS
component.
service level
Percentage of calls answered on time including all arrived calls except false attempts. The answering time is defined with the answered-on-time limit and
the time for false attempts with false-attempt limit. Also the service level of other means of communication, such as chats and e-mails, is monitored.
Their service level is calculated from their specific limits.
serving
An agent status that indicates that the agent is free to accept direct calls and contacts from queues. The term in the SAP Contact Center 7.0 version is
Ready but the term of the previous SAP Contact Center versions (Serving) is still used on the Reporting user interface.
Session Border Controller (SBC)
A session border controller (SBC) is a device regularly deployed in Voice over Internet Protocol (VoIP) networks to exert control over the signaling and
usually also the media streams involved in setting up, conducting, and tearing down telephone calls or other interactive media communications.
short message service (SMS)
The method for delivering short messages to mobile phones.
SIP
A signaling protocol used for setting up multimedia communication sessions, such as voice and video calls, over the Internet. Other feasible application
examples include video conferencing, streaming multimedia distribution, instant messaging, and presence information.
skill
A certain expertise that an agent has (for example language skills).
skill-based routing
A method to route a contact to the right agent, for example, based on a required language skill.
SOAP (Simple Object Access Protocol)
The method which allows an exchange of data between applications running on different platforms.
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.
subrange
A certain type of numbers within PSTN or internal ranges For example, in a system, queue numbers can be between 150-250 and voicemail numbers
between 300-350.
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
A state in the audio volume adjustment window.
switchboard operator
A person receiving incoming contacts, for example in a company, and connecting (or forwarding) them to the correct extensions.
switching
Low-level call handling, and delivering calls to different destinations. Should not be mixed with higher level intelligent routing.
switching route
A configuration for making and receiving external calls, and calls to the end points that are reached via a SIP bridge.
switching rule
A generic rule that applies to all users in a telephony system. For example, barring calls to expensive service numbers.
System Configurator (SC)
The administration and configuration application of SAP Contact Center.
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.

T
talking time limit
A time an agent is allowed to talk in one call. Defined in the setting Handling Time Limit.
Task Management Interface (TMI)
Used for creating new tasks to a SAP Contact Center system and for reading task information from the system.
TCP/IP (Transmission Control Protocol/Internet Protocol)
A software protocol developed for communication between computers.
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.
Terminal Server
A server component….
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.
trunk
PSTN connection

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U
User Datagram Protocol (UDP)
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.

V
virtual phone
A telephone account not connected to the device. For example, a virtual phone with the SAP Contact Center extension number can be run on a mobile or
desk phone (that has another number from the PSTN operator).
virtual unit
A logical group of technical services that are managed as a single unit.
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.

W
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
An audio message played for a caller entering a call service, or a text displayed for a person entering a chat.
wrap-up
The time agents use for finishing up after a call, an e-mail, or a chat with a customer.

© SAP SE 2017
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© SAP SE 2017