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SAP Contact Center

7.0
Introductory technical training

SAP Contact Center training material


SAP
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© SAP AG 2014
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Version Date Description

1.0 9.5.2014 Initial version of the SAP Contact Center basic installation example.
1.1 12.6.2014 Version 1.1
1.2 4.7.2014 Minor fixes

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Table of Contents
Scope ................................................................................................................................................................................................................... 9
Prerequisites ...................................................................................................................................................................................................... 10
Planning Server Roles and Requirements .......................................................................................................................................................... 13
Planning System Model ..................................................................................................................................................................................... 13
Plan for test/demo environment ....................................................................................................................................................................... 14
Example installation for SAP Contact Center 7.0 training ....................................................................................................................... 15
Example virtual unit configuration for training ........................................................................................................................................ 18
Administration ......................................................................................................................................................................................... 18
Agents ...................................................................................................................................................................................................... 18
Front-End, separate instances for Agents and Administration ................................................................................................................ 19
PSTN Bridges ............................................................................................................................................................................................ 19
Core.......................................................................................................................................................................................................... 19
Website .................................................................................................................................................................................................... 19
Alarm Server ............................................................................................................................................................................................ 20
Reporting ................................................................................................................................................................................................. 20
Externals (Optional) ................................................................................................................................................................................. 20
Performance limits of SAP Contact Center components ................................................................................................................................... 21
Server Roles and Features ................................................................................................................................................................................. 23
SMTP Virtual Server configuration .................................................................................................................................................................... 24
Microsoft Distributed Transaction Coordinator (MSDTC) ................................................................................................................................. 25
Other operating system related settings ........................................................................................................................................................... 26
Data Execution Prevention (DEP) ............................................................................................................................................................. 26
User Account Control (UAC) in Windows 2008 Server ............................................................................................................................. 26
Windows firewall ..................................................................................................................................................................................... 26
High Availability Driver ............................................................................................................................................................................. 27
Certificates......................................................................................................................................................................................................... 28
Install Trusted Root Certification CA certificate (.p7b file) ...................................................................................................................... 28
Connection Server certificate .................................................................................................................................................................. 30
Internal Server certificate ........................................................................................................................................................................ 33
Verifying Certificates ................................................................................................................................................................................ 35
Infrastructure Administrator (IA) ....................................................................................................................................................................... 37
HAC Node with HAC service on SQL server........................................................................................................................................................ 39
HAC Node with HAC service on application server ............................................................................................................................................ 43
Save the system model ............................................................................................................................................................................ 46
Installation logs.................................................................................................................................................................................................. 49
Adding and configuring virtual units with Infrastructure Administrator ........................................................................................................... 50
Database server configuration ................................................................................................................................................................. 50
Database virtual unit ................................................................................................................................................................................ 51
SAP Contact Center 7.0 database structure ............................................................................................................................................. 56
WebSite virtual unit ................................................................................................................................................................................. 57
Binding virtual IP address to physical IP address ..................................................................................................................................... 59
Administrator virtual unit ........................................................................................................................................................................ 60
Agents virtual unit .................................................................................................................................................................................... 62
AgentFrontEnd virtual unit ...................................................................................................................................................................... 64
AdminFrontEnd virtual unit ..................................................................................................................................................................... 66
PSTN virtual unit ...................................................................................................................................................................................... 68
Core virtual unit ....................................................................................................................................................................................... 70
Activate Virtual Units ......................................................................................................................................................................................... 73
System Configurator (SC) ................................................................................................................................................................................... 74
Prompt configuration plan ................................................................................................................................................................................ 77
Number ranges .................................................................................................................................................................................................. 78
Numbering plan ................................................................................................................................................................................................. 79
Number range definition in System Management ................................................................................................................................... 79
System Services ................................................................................................................................................................................................. 80
Voicemail settings .................................................................................................................................................................................... 80

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External Agent Settings ............................................................................................................................................................................ 81


CMC Settings ............................................................................................................................................................................................ 82
Conference Settings ................................................................................................................................................................................. 83
Recording Settings ................................................................................................................................................................................... 84
Email Settings ........................................................................................................................................................................................... 85
Email handling in SAP Contact Center ...................................................................................................................................................... 86
SMS Settings ............................................................................................................................................................................................ 87
Batch Job Server Settings ......................................................................................................................................................................... 88
IP Desk Phone Settings ............................................................................................................................................................................. 90
Queue Callback Settings........................................................................................................................................................................... 91
Prompt Settings ....................................................................................................................................................................................... 92
System Management ......................................................................................................................................................................................... 93
Number Range ......................................................................................................................................................................................... 93
Authentication policy ............................................................................................................................................................................... 94
MRS module configuration ...................................................................................................................................................................... 95
ETC module configuration........................................................................................................................................................................ 99
Channels, Voice ...................................................................................................................................................................................... 101
Channels, Email ...................................................................................................................................................................................... 102
Channels, Chat ....................................................................................................................................................................................... 102
System Languages .................................................................................................................................................................................. 103
Call Switching................................................................................................................................................................................................... 104
Incoming number syntax and ‘In mask’ ................................................................................................................................................. 104
Gateways ............................................................................................................................................................................................... 105
Switching Routes .................................................................................................................................................................................... 107
Incoming call .......................................................................................................................................................................................... 108
Outgoing call .......................................................................................................................................................................................... 109
Other switching rules....................................................................................................................................................................................... 110
Generic Switching Rules ......................................................................................................................................................................... 111
Barring Groups ....................................................................................................................................................................................... 111
Locations ................................................................................................................................................................................................ 111
Switching rule order ........................................................................................................................................................................................ 112
Outgoing calls......................................................................................................................................................................................... 112
Incoming calls ........................................................................................................................................................................................ 113
Global Switching Settings ....................................................................................................................................................................... 114
Reporting ......................................................................................................................................................................................................... 117
Data Protection rules ............................................................................................................................................................................. 117
Data Destinations .................................................................................................................................................................................. 118
Reporting Groups ................................................................................................................................................................................... 119
Statistic Settings ..................................................................................................................................................................................... 120
Monitoring Templates ........................................................................................................................................................................... 121
Directory Management ................................................................................................................................................................................... 122
Presence Management .................................................................................................................................................................................... 123
Profiles ................................................................................................................................................................................................... 123
Settings .................................................................................................................................................................................................. 124
Queue Management........................................................................................................................................................................................ 125
Configuring the queues .......................................................................................................................................................................... 126
Phone queues ........................................................................................................................................................................................ 127
Email queue ........................................................................................................................................................................................... 129
Chat queue ............................................................................................................................................................................................. 130
Queue Groups ........................................................................................................................................................................................ 132
Scheduling .............................................................................................................................................................................................. 133
User and Role Management ............................................................................................................................................................................ 135
Built-in roles ........................................................................................................................................................................................... 138
Groups and roles in example installation ............................................................................................................................................... 139
Groups ................................................................................................................................................................................................... 140
Users ...................................................................................................................................................................................................... 147
Planning of the groups ........................................................................................................................................................................... 155
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User rights vs. Access rights............................................................................................................................................................................. 157


Restarting SAP Contact Center system after configuration ............................................................................................................................. 158
User interfaces................................................................................................................................................................................................. 160
CDT (Communication DeskTop) ............................................................................................................................................................. 160
CDT settings ........................................................................................................................................................................................... 163
Communication DeskTop (CDT) user interface sizes .............................................................................................................................. 164
Convergence .......................................................................................................................................................................................... 165
User Settings Template.................................................................................................................................................................................... 166
Directory Templates ........................................................................................................................................................................................ 167
Directory information ...................................................................................................................................................................................... 168
Online Monitoring ........................................................................................................................................................................................... 170
Monitoring views ................................................................................................................................................................................... 170
Chat overview .................................................................................................................................................................................................. 173
Chat Channel ................................................................................................................................................................................................... 174
Chat Server and Chat Portal Server ........................................................................................................................................................ 174
Internet Chat Client................................................................................................................................................................................ 175
Windows Server 2008 IIS 7 Configuration .............................................................................................................................................. 177
CRM Multi-Chat ..................................................................................................................................................................................... 178
Chat prompts ......................................................................................................................................................................................... 179
Schedule chat prompts .......................................................................................................................................................................... 181
Web callback ................................................................................................................................................................................................... 184
Reporting installation and configuration ......................................................................................................................................................... 186
Installing Reporting databases ............................................................................................................................................................... 188
Installing the reporting website ............................................................................................................................................................. 189
Reporting Services Configuration Manager ........................................................................................................................................... 189
Installing the Standard Reports.............................................................................................................................................................. 193
Reporting user rights ............................................................................................................................................................................. 194
Reports................................................................................................................................................................................................... 196
Reporting scheduling ............................................................................................................................................................................. 199
Personalizing System Configurator .................................................................................................................................................................. 200
Configuring hard phones ................................................................................................................................................................................. 201
Troubleshooting .............................................................................................................................................................................................. 202
CDT log level .......................................................................................................................................................................................... 204
Audit logging .......................................................................................................................................................................................... 205
Cisco gateway parameters ..................................................................................................................................................................... 206
Remote Desktop connection.................................................................................................................................................................. 206
Codec selections for gateways and hard phones ................................................................................................................................... 207
CDT diagnostics ...................................................................................................................................................................................... 208
Example SAP Contact Center system installed ................................................................................................................................................ 209
Glossary ........................................................................................................................................................................................................... 210

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COPYRIGHT
© Copyright 2014 SAP AG.
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Data contained in this document serves informational purposes only.
National product specifications may vary. These materials are subject to change without notice. These materials are provided by SAP AG
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Disclaimer
Some components of this product are based on Java™. Any code change in these components may cause unpredictable and severe
malfunctions and is therefore expressly prohibited, as is any decompilation of these components.
Any Java™ Source Code delivered with this product is only to be used by SAP’s Support Services and may not be modified or altered in any
way.

© SAP AG 2014
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The latest SAP BCM 7.0 documents are found from URLs: http://help.sap.com/contact-center
http://help.sap.com/contact-center70

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Documents can be found also from:


SAP Service Marketplace: http://service.sap.com/support

Release & Upgrade Info


-Installation & Upgrade Guides
- SAP Solution Extensions
- SAP Contact Center
- SAP Contact Center 7.0
- SAP Contact Center 7.0 Guides

Link can be found from help page.

© SAP AG 2014
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Documents available in the SAP Marketplace:

Master Guide: https://service.sap.com/~sapidb/011000358700000429502011E


Security Guide: https://service.sap.com/~sapidb/011000358700000368512013E
Installation Guide: https://service.sap.com/~sapidb/011000358700000418302011E
Operation Guide: https://service.sap.com/~sapidb/011000358700000421372011E
Upgrade Guide: https://service.sap.com/~sapidb/011000358700000438372011E
Compatibility list: https://service.sap.com/~sapidb/011000358700000701402011E
Client Workstation Installation Guide: https://service.sap.com/~sapidb/011000358700000438382011E

Scope

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

 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 SAP Contact Center 7.0.x.x 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

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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.

Application Server:
 Windows Server 2008/2008 R2 English Standard 64bit
 Windows Server 2012/2012 R2 English Standard 64bit

Database Server:
 Windows Server2008/2008 R2 English Standard 64bit / SQL Server 2008/2008 R2 English Standard 64bit
 Windows Server2012/1012 R2 English Standard 64bit / SQL Server 2012/2012 R2 English Standard 64bit

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

 On all application servers the SQL Native Client must be installed to be able to connect to databases.
Link: http://www.microsoft.com/en-us/download/details.aspx?id=16978
 Microsoft Internet Information Services (IIS) 7.0 (see installation guide selecting Role for Windows 2008)

 Java SE Runtime 7 or 8, 32 bit edition


Link to Java 7 download: http://java.com/en/download/manual.jsp
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 7 or 8 versions

 Microsoft .NET Framework 4.0 (use the latest 4.0 compatible version, download the standalone/offline installer)
Link: version 4.0: http://www.microsoft.com/en-us/download/details.aspx?id=17718
Link: version 4.5: http://www.microsoft.com/en-us/download/confirmation.aspx?id=30653
Link: version 4.5.1: http://www.microsoft.com/en-us/download/details.aspx?id=40779

 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 2008/2012 Servers need the following software packages:

 Microsoft Visual C++ 2005 Service Pack 1 Redistributable Package MFC Security Update. Install the 32-bit version, ‘vcredist_x86.exe’.
Link: http://www.microsoft.com/en-us/download/details.aspx?id=26347
 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

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You should be familiar with the following items to be able successfully work with SAP Contact Center software:

AD: Active Directory / Domain 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.
IIS: Internet Information Services Internet Information Services is an extensible web server created by Microsoft for use with
Windows Server family.
Some SAP Contact Center configuration is done using IIS manager.
DNS: Domain Name System 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.
DHCP: Dynamic Host Configuration Protocol 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.
SQL Server 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
SQL Server Management Studio User interface to SQL servers and databases.
SQL Reporting Services SAP Contact Center reporting databases and web pages.
SQL Analysis Services SAP Contact Center reporting OLAP cubes.
OLAP: Online Analytical Processing 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.
VoIP: Voice over Internet Protocol 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.
PSTN: Public Switched Telephone Network 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.
SIP: Session Initiation Protocol 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 or SIP trunk,
primary method in SAP Contact Center software.
H.323 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.
PSTN gateways (SIP and/or H.323) 3rd party devices, several supported platforms, see compatibility list.
SIP trunks Connection method to PSTN operator instead of gateway.
ISDN: Integrated Services for Digital Network 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.
E1, T1, J1 carriers Single physical wire pair can be used to carry many simultaneous voice conversations by time-
division multiplexing, worldwide standards have been created and deployed.
PRI: Primary Rate Interface 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.
RTP/SRTP: Real-time Transport Protocol / Defines a standardized packet format for delivering audio over IP networks, SAP Contact Center
Secure Real-time Transport Protocol can use both normal and secured RTP.
DTMF: Dual Tone Multi-Frequency 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.
TLS: Transport Layer Security 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.
UDP: User Datagram Protocol 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.
TCP/IP: Transmission Control Protocol / Internet The Internet protocol suite is the networking model and a group of communications protocols
Protocol 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
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the first networking protocols defined in this standard.


DSCP/QoS: Differentiated Services Code Point / Differentiated services or DiffServ is a computer networking architecture that specifies a simple,
Quality of Service 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.
Email server (e.g. MS Exchange, Lotus Notes) SAP Contact Center email channel is using email server with IMAP connection.
IMAP: Internet Message Access Protocol Internet Message Access Protocol (IMAP) is a protocol for e-mail retrieval and storage, SAP
Contact Center system reads emails with IMAP.
SMTP: Simple Mail Transfer Protocol Simple Mail Transfer Protocol (SMTP) is an Internet standard for electronic mail (e-mail)
transmission. Used by SAP Contact Center.
TFTP: Trivial File Transfer Protocol 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.
SNMP: Simple Network Management Protocol 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.
Firewalls 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.
Certificates 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 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.
SCCM: Microsoft System Center Configuration System Center Configuration Manager (officially referred to as ConfigMgr 2012 or ConfigMgr 2007
Manager (formerly Systems Management Server or simply ConfigMgr), formerly Systems Management Server (SMS), is a systems management
- SMS) 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.
VXML: VoiceXML 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.
NAT: Network Address Translation 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.
IVR: Interactive Voice Response 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: Simple Object Access Protocol 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.
PBX: Private Branch eXchange 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.
Codecs, G.711, G.729 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.

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

 Web servers require Microsoft IIS software to be installed.

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

 To enable sending/receiving e-mails, a connection to a mail server is required. The connection uses IMAP protocol and by
default the port 143 to read the incoming emails, also encrypted connection using port 993 is possible to use. Sending of
emails requires SMTP Virtual Server to be configured using Internet Information Service IIS 6.0 Manager.

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

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

Planning System Model

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

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

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

Master Guide: https://service.sap.com/~sapidb/011000358700000429502011E


Installation Guide: https://service.sap.com/~sapidb/011000358700000418302011E

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Plan for test/demo environment

The IP addresses are relating to this example – in your environment use your own addresses and subnet mask. This basic
example installation 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:
 ACME_Chat 10.31.98.139 (in this document we are configuring the chat web site to a
different subnet to illustrate that this site is typically
installed to demilitarized zone, DMZ, in public internet)

NOTE!:
Never use the server physical IP address as a virtual IP address for virtual unit! (if HAC inactivates a virtual unit having the
physical IP address the connection to server is lost) More detailed information about installation is found from 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 user to login to the server.

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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 user 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)
 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 gateways
 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)
 H323 Bridge for gateways - External Terminal Controller for hard phones
 Media Routing Server(s) (playing prompts, recording) - Data Collector
 Batch Job Server

 Gateway(s) to public telephone network, so that calls are routed to PSTN


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

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Following diagrams which are showing different dependencies/connections between different components or functionalities
are collected from these documents; purpose of this is to give some visual information about SAP Contact Center. Pictures
are collected from the following guides, it is recommended to download the latest documents from market place:

 SAP Contact Center 7.0 Master Guide (https://service.sap.com/~sapidb/011000358700000429502011E)


 SAP Contact Center 7.0 Installation Guide (https://service.sap.com/~sapidb/011000358700000418302011E)
 SAP Contact Center 7.0 Security Guide (https://service.sap.com/~sapidb/011000358700000368512013E)

Please, read the above mentioned documents for more details.

Plan the network so that


core components and
databases are in a secured
area. We also recommend
to separate administration
connections from agent
connections. See Security
Guide for more
information on protection
areas.

Hierarchy of administrators and users.

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Overviews of SAP Contact Center architecture

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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.

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.

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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 gateway
to Public Switched Telephone Network (PSTN) is required. The PSTN Bridges Virtual Unit template installs the following packages:

 SIP Bridge
 H323 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.

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

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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 it, 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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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 in this example installation:

It is recommended to use the virtual unit templates as a


guide when starting to plan a SAP Contact Center system.
Basic principle of SAP Contact Center Integration Interfaces:
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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Server Roles and Features

Typical set of roles and features for application server and database server needed to run SAP Contact Center software.

Roles needed:

- File Services
- Web Server (IIS)

Typical settings of:

- Web Server - File Server

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.

SQL server: .NET Framework 3.5.1 must be installed, SQL server software requires this.

.NET Framework 4.0 is prerequisite software which is not visible in these role and
feature views. It can be found in the Control Panel  Programs and Features

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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.

Open 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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Microsoft Distributed Transaction Coordinator (MSDTC)


If the SAP Contact Center databases are located on different databases, 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


Data Execution Prevention (DEP)

In BCM 7.0 SP02 and SP3 versions, CEM Server requires that the Data Execution Prevention (DEP) setting in MS Windows is
disabled. Check that the DEP allows CEM Server to run. (This is not needed for 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.

User Account Control (UAC) in Windows 2008 Server

In this installation the Windows UAC has been left to


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

Also Reporting Web site might need Internet Explorer to be run


with ‘Run As Administrator’ rights when used locally on the server.
In this installation we are using the default User Account Control
(UAC) settings of Windows Server 2008 R2.

Windows firewall

Windows firewall can block connections


between 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.

rd
If you have 3 party firewalls you may need
to configure those also.

Default ports used in communication between


SAP Contact Center components can be found from
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

Microsoft Windows has changed the way it handles ARP packets that are sent when an IP address is added on a computer;
the change started from Windows Server 2008 and Windows Vista: The SPA field in the initial ARP request is set to 0.0.0.0,
instead of the added IP-address. Due to the change, the packets are not exactly Gratuitous ARP packets anymore, but rather
Probe ARP packets.

We recommend installing the High Availability Driver, also called as GARP driver, that sends old-style GARP packets to
network on the computers that are running Windows Server 2008, or later. The device driver is needed because Windows
does not allow for user-mode code to send network packets with free content, and does not provide means to send GARP
packets as they should be. The driver is utilized by SAP Contact Center High Availability Controller process.

Procedure

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

2. Select the network connection that the 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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Certificates If SQL server does not have HAC installed


the internal server certificate is not needed
Certificates used in different kind of SAP Contact Center system servers. on 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:


Connection Server Certificate = CLIENT.ACME.COM
Internal Server Certificate = INTERNAL.ACME.COM

NOTE: When buying these certificates from commercial CA’s the names must be registered in internet DNS servers. It can take a few days.

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

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

Install Trusted Root Certification CA certificate (.p7b file)


If you are using a local Microsoft Certificate CA Server export 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

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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.

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.

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


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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.

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.

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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)
 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
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 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.

Before expiration of the Connection Server certificate renew it (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. In the Advanced Training Configuration
document 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.

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


S=Uusimaa, L=Espoo, O=BCMTR, 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. 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.

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

Link to application help, Infrastructure Administrator:

http://help.sap.com/saphelp_bcm70/helpdata/en/e4/840fdf0a004641baded18994ce89f6/content.htm?frameset=/en/a3/d3a67160134e2283081c60d2364
988/frameset.htm

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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 between application
servers and database server(s) is monitored by
HAC instances.

HAC 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)

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.

Right click on CC00SQL (local @ 7.0.x.x), and select Apply All Changes to Local System.
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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 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: 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 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 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.

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.

(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

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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.

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

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

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SAP Contact Center software installation/upgrade starts always from databases.

Database installation to
the SQL server CC00SQL.

Domain user: CCAdmin

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.

Database virtual unit

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

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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DON’T use these templates; they are for BCM 6.0 virtual units.
SAP Contact Center 7.0 IA 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 (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)

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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)

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

 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. Easy to create with IA and Data Collector
will add the contact details to new database also.

It’s recommended to create a new 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.

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

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)

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 node, and select Apply Changes to Host.

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TIPS and HINTS:

 Virtual Unit Administrator


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

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 this 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 like in the
next picture 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. The installation of
reporting is done later in this basic
installation example

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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These next virtual units will be installed to the application server (CC00)

WebSite virtual unit

WebSite virtual unit template consists of web site including all necessary
Installing:
web services. In large systems these components could be separated to - Web Server
dedicated virtual units. The template consists of Web Clients, - Web Clients
Monitoring Web Clients, Remote Administration Tools, Product Documentation, - Monitoring Web Clients
Web Server and Email Sender packages. (later in this example installation the - Remote Administration Tools
Chat Portal Server is also included into this virtual unit as an example how to add - Product Documentation
software in existing virtual unit) - Email Sender

 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
Domain user: CCAdmin

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 http://$VU_IP$:$VU_WEB_PORT$/doc/
(this default information can be used, the real URL will be parsed when the
instance is added to a HAC node)
Variables for Web Clients:
Update Client Component Automatically  Check this selection if you want to use automatic updates
st
1 Connection Server
Connection server IP address 10.31.99.133
Connection Server Port number 21002 (default)
Connection Server Certificate Common name CLIENT.ACME.COM

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Variables for Monitoring Web Clients:


Reporting Database Server Address or Name CC00SQL\ACME
Reporting Database Name ACME_VWU
Reporting Database User Name BCMTR\CCAdmin

Variables for Remote Administration Tools:


Connection server IP address 10.31.99.134

Connection Server Certificate Common name CLIENT.ACME.COM


System Name ACME Company Ltd. (free text, company name)

Variables for Product Documentation:


- Select documentation languages to be extracted and installed. (English is automatically installed)

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: Field with this symbol is a “Volatile” field, the password is not saved if/when you close the IA user interface. So if you
make changes to this virtual unit in the future, then you will need to enter the password again. If the field is left empty when applying
changes the password is prompted.

Variables for Email Sender:


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

Variables which are not mentioned are 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 default 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:

Bind virtual IP address to correct physical IP address ONLY on HAC Nodes level, the physical IP address is a different address in every HAC
node so it must be configured always on HAC node level for every HAC node individually:

HAC Nodes level

Physical IP address of the HAC node.

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

the ‘Synchronize Instances’ command the bindings are lost.

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

Remember to check and restore 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) - Agent Server
 Batch Job Server takes care of directory rebuild/synchronization, license reporting, - Batch Job Server
message/file/outbound campaign cleaning and database related things - Chat Server
(mandatory component) - Directory Server
 Chat Server is used to handle chat requests (together with CEM Server)
 Directory Server is used by CEM Server to show directory information to users/agents
(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.
Domain user: CCAdmin

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.

Enter in 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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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)
Reporting Database Name ACME_VWU
Product Documentation Web Site http://10.31.99.137:80/doc/ (should point to correct URL)

Variables for Batch Job Server:


Customer Name ACME

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.

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)

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

Domain user: CCAdmin

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 CC00SQL\ACME
Reporting Database Name ACME_VWU
Reporting Database User Name BCMTR\CCAdmin

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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)

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

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 have SIP hard phones you can
remove the SIP Bridge software package
components that have no direct connections to databases.
from the virtual unit.

 Media Routing Server (MRS) in this virtual unit is for playing the
prompts to soft phones and hard phones
 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- Domain user: CCAdmin
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  (hard phones can show the caller name)
Use Diversion Header as Caller Info Tick  (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.

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 Domain user: CCAdmin

 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 also to use ‘Purge Unused Variables’)

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

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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

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, H323 Bridge, - Media Routing Server
Media Routing Server and Prompts packages.
rd
 Bridges are used to connect SAP Contact Center system to 3 party PSTN gateways or other systems
using bridge connections like OCS/Lync
 SIP Bridge in this virtual unit is used only for SIP gateways and connections NOTE: In operational system, if you don’t use both type
 H323 Bridge in this virtual unit is used only by H.323 gateways (H.323 and SIP) gateways mixed in same virtual unit,
 Media Routing Server in this virtual unit is for playing the prompts to PSTN remove the unnecessary bridge component from
configuration.
 Prompts are the default audio messages played to callers
The virtual unit template has both bridge options
available by default.
Typical (minimum) information needed by software packages:
In this training example we delete the H323 Bridge at
 IP address of the virtual unit this point, we will add a second PSTN virtual unit later
 Connection information for SQL server(s) and databases where we use H323 Bridge.
 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.

Open the Software branch and delete H323 Bridge


software.

(remember to use ‘Purge Unused Variables’ option to


remove obsolete variables after deleting software)

Domain user: CCAdmin

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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Variables for SIP Bridge:


Display Names in SIP Messages Untick  (if SIP trunk is used the messages can include
Use Diversion Header as Caller Info Tick  names and diversion headers, use options that
matches your system) 

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

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

Click Save .

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

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

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

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


 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

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.

Domain user: CCAdmin

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

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

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

Internet Chat Client installation and Chat Portal Server installation are described a little bit later in this document.

Integration Interfaces (OII), Quality Monitoring Server (QMS), File Replication Server (FRS), H323 Bridge and longtime
monitoring website installation are covered in the advanced configuration document.

Domain user: CCAdmin

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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) IAs.

If any HAC node (server) is


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

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

Exclamation mark over the node icon means that Infrastructure Administrator (IA) is communicating to HAC node and
waiting the HAC node to complete the task, the same icon is also Near failure symbol.

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

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

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

It is ok at this moment because some additional


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

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System Configurator (SC)

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

o System-related settings such as built-in functions and channels


o Call switching
o Reporting
o Scripts
o Directories
o Presence information
o Queues
o Outbound campaigns
o Interactive voice responses
o Users and roles
o Data import and export

Set your SAP Contact Center website (http://10.31.99.137 in this example) to be a trusted site in Internet Explorer.

To start the System Configurator (SC), browse to the website IP address where the Remote Administration Tools package has
been installed, in this example installation: http://10.31.99.137/remoteadmin
This will bring up the following page. There is two launching links, remote Infrastructure Administrator and remote System
Configurator.

Click on this Launch button for System Configurator.


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

User Name Admin


Initial Password 12345678

Click Log On

As this is the first time you are logging in,


you will be asked to change your default password.

Enter a new password, minimum 8 characters . Enter the same password in the
Confirm New Password field below and click OK.
You don’t need any other configuration for a single SAP Contact Center installation.
The Default connection connects user to correct SAP Contact Center system.

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NOTE:

If you use the same SC for several SAP Contact Center IP address and port
of the Connection
systems you can configure different connection parameters
Server in FrontEnd
and save them. virtual unit.

Certificate common
Click the button next to Connection
name (IssuedTo)
Enter information as follows:

For example:
Connection name ACME
IP Address 10.31.99.133
Port 21002
Certificate CLIENT.ACME.COM

Click Save

Add the other connections using


correct information.

From the top of the SC screen you can see the


system where it is connected to.

Link to application help, System Configurator:

http://help.sap.com/saphelp_bcm70/helpdata/en/2a/6482315eee4706be0027a85c34dbb6/content.htm?frameset=/en/a3/d3a67160134e2283081c60d236
4988/frameset.htm

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System Configurator – Personalize - General Settings

System Configurator has some options, e.g. Language: English (US), French, German or Japanese.

There are two different look and feel options and several log level options.

Default Look and Feel System Look and Feel

French:

German:

Japanese:

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Prompt configuration plan

Before starting to install it should be planned how the prompts are going to be installed.

 local folders are available always

 if you have several locations


there is no need to play prompts
over long distances in LAN when
MRS is near gateway (saving
bandwidth between sites)

 one extra virtual unit per server


(File Replication Server)

Used usually when several locations for


users and/or PSTN connections.

 only one place for prompts,


voicemails and recordings

 if you have several locations


playing prompts over long
distances in LAN needs/uses
bandwidth

 network shares must be available


at all times, network
infrastructure must be in good
condition

Used usually when SAP Contact Center is


running in one site/location.

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Number ranges

Some examples how to use PSTN number ranges and internal number ranges for users and queues.

Number ranges can be configured so that all the queues,


agents, built-in IVRs and custom IVRs that need a PSTN
number can get it.

In inbound call center where the IVR application(s) are


forwarding the call(s) to a service queue(s) and from
where the call is allocated to agent the queue and agent
numbers can be allocated from internal number range.

In outbound call center the agent numbers can be


allocated from internal number ranges if the agents are
not getting any direct calls in.

NOTE: Internal number ranges should be selected so that


they are not overlapping with real PSTN numbers.

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Numbering plan

From the whole number space the SAP Contact Center system has you can define sub ranges for different kind of numbers
needed for the system. There can be sub ranges for queues, users, IVRs, hard phones etc.

Number range definition in System Management

System Configurator (SC) user interface. The


left hand pane contains the main menus and the
right hand pane contains the detailed information
of each section.

It is mandatory to give PSTN number ranges in


Infrastructure Administrator (IA) when installing
databases. In this example we define also the
ranges for different kind of numbers.

Number Range:

In this example we are creating one internal number range for voicemails and configuring five different ranges for numbers.
We are using a sample rule adding prefix 10 in front of the extension number for voicemail numbers.

Open System Management  Number Range

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

Click Save

In Subranges section, enter in the following:

Start: 1000 End: 1009 Type: Queue

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

Start: 1010 End: 1079 Type: Agent


Start: 1080 End: 1089 Type: Custom IVR
Start: 1090 End: 1099 Type: Built-In IVR
Start: 101000 End: 101079 Type: Voicemail
Start: 900000 End: 999999 Type: Built-In IVR

Click Save

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System Services
Voicemail settings

Voicemail IVR application is used as an automatic telephone answering service. Inbound calls can be forwarded to the
voicemail number where callers hear audio messages (prompts) and can leave messages. Accounts can manage their
voicemail boxes by using the Voicemail application or the corresponding functions in other applications. They can also use the
IVR options to manage voicemails remotely.

Configuring the voicemail settings, typical parameters to change:

System E-Mail Address CEMServer@acme.com


File Location C:\SAP\ContactCenter\VU\ACME_PSTN_Helsinki\prompts\Voicemail
Include Voicemail Message in Notification E-Mail Tick 
Compression GSM (compression saves disk space)

Click Save

Use button
to see more
language options.

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

 in this training example we are using this folder because it is created by installation already
 in running operative system this could be also a shared folder on a file server, e.g. \\SERVERNAME\Voicemail\
 shared folder for voicemails is good option when all SAP Contact Center components are located in same location
 local folder for voicemails is good option when there is several sites and the voicemails are saved locally on the site, voicemail files can
be synchronized to other locations using File Replication Server.

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

Link to application help, Voicemail Settings:

http://help.sap.com/saphelp_bcm70/helpdata/en/1a/cff8514d989a33e10000000a44538d/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d25
08/frameset.htm

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External Agent Settings

This IVR application is used with the ContactCenter application. It allows agents to serve in queues remotely without opening
the CDT application. In practice agents use the IVR options to log into the queues from an external number (a mobile phone or
traditional analogue phone). The number for this application must be from PSTN range. When external agents receive calls to
their extension number, CDT and Convergence users see these agents as busy. This is useful especially to switchboard
operators.

NOTE: External Terminal Controller (ETC) must be installed and configured to be able to use external agent functionality in
SAP Contact Center 7.0.

Configuring the External Agent IVR application settings:

Double click the line under Extension Numbers.

Enter number 1098 for External Agent IVR application.

Click Save

Number of this application must be from PSTN number range.

NOTE: Add always a number for this SAP Contact Center internal application even if you are not using the
application. If the extension number is left empty you will get unnecessary error messages to logs. If the IVR is not
used you can configure an internal number range for built-in IVRs to be used instead of PSTN range numbers.

Link to application help, External Agent Settings:

http://help.sap.com/saphelp_bcm70/helpdata/en/c2/9bf5312b454798bc90e8f562b13db2/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d25
08/frameset.htm

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CMC Settings

Communication Mobile Client (CMC) enables using SAP Contact Center on a mobile phone. It offers most of the same
functions as Communication Desktop (CDT) and Convergence, such as directories, presence and queue functions, and
connection to Online Monitoring and Reporting. The numbers for this application must be from PSTN range.

The functions that are specific to this application enable: NOTE: Add always numbers for this SAP Contact Center internal
• Linking SAP Contact Center presence profiles and phone's profiles application even if you are not using the application. If the
• Phone diverting number administration extension number is left empty you will get unnecessary error
messages to logs. If the IVR is not used you can configure an
• Call Routing and Source Number Masking services
internal number range for built-in IVRs to be used instead of PSTN
• Call recording into own voicemail box range numbers.
• Mobile presence
Supported platforms for CMC are:

Configuring the CMC (Communication Mobile Client) settings: Nokia S60 3rd edition Symbian phones
Nokia S60 5th edition Symbian phones

Connection Servers Erase the information currently in the line. Click on the pencil , and this brings
up possible selection(s), select ACME_AgentFrontEnd and click Add, then close the
window.

Internal Number Length 4 (depends always on the system,


in this example the value is 4)

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


Emergency Numbers 112,999,911 (add your emergency numbers)
IVR Number for Source Number Masking 1097
Recording IVR Number 1096

Click Save

Link to application help, Configuring CMC Settings:

http://help.sap.com/saphelp_bcm70/helpdata/en/b9/ffd28f640b4e3cb98d989375784f6c/content.htm?frameset=/en/a3/d3a67160134e2283081c60d23649
88/frameset.htm

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Conference Settings

Conference IVR is an IVR application used with the conference call functions. If this application is defined, it is possible also to
create a conference-type PRS profile. When a user selects the profile, the personal inbound calls are transferred to this IVR
application. The IVR application informs callers that the user they try to reach is having a call conference, and allows callers to
join the conference by using a conference ID. The number for this application must be from PSTN range.

Configuring the Conference IVR application settings:

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

Click Save

NOTE: Add always a number for this SAP Contact Center internal application even if you are not using the
application. If the extension number is left empty you will get unnecessary error messages to logs. If the IVR is not
used you can configure an internal number range for built-in IVRs to be used instead of PSTN range numbers.

Conference audio streams are mixed by the audio device of the PC/Laptop. Capabilities and performance of the
audio is the limiting factor how many participants there can be in a conference call.

When making conference calls it


is not recommended to be
connected to WLAN with
laptop/PC. Use cable connection
to LAN to make sure that you
have good sound quality. WLAN
access point can be easily
overloaded if there is a lot of
laptops/PC’s connected to it.
Sound streams need a lot of
bandwidth especially when using
G.711 codec.

Link to application help, Configuring Conference Settings:

http://help.sap.com/saphelp_bcm70/helpdata/en/0e/755a5bc5734575bd041da3a553db55/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d2
508/frameset.htm

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Recording Settings

These settings are related to Server Side Recording. The legislation related to data protection and privacy varies in different
countries. You may need to inform the other party that a call is being recorded. This may also be the case when displaying and
hiding digits in phone numbers. Check the local laws and acts related to these issues.

Configuring the recording settings:

File Location C:\SAP\ContactCenter\VU\ACME_PSTN_Helsinki\prompts\Voicemail\Rec


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

Recording mode Specified for User, Queue or Campaign (this gives the freedom for users to select)
Subfolders Created Select desired folder structure depending of the amount of the recordings
File Format for Recordings Select either GSM or PCM (GSM format compresses files and saves disk space)

Click Save

 in this training example we are using this folder because it is created during installation
 in operative system this could be also a shared folder on a file server, e.g. \\SERVERNAME\REC\
 shared folder for recordings is good option when all SAP Contact Center components are located in same location
 local folder for recordings is good option when there is several sites and the recordings are saved locally on the site, recording files can
be synchronized to other locations using File Replication Server

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

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

Link to application help, Recording:

http://help.sap.com/saphelp_bcm70/helpdata/en/5c/8e0252c4123e3ae10000000a441470/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d2
508/frameset.htm

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Email Settings

The system handles e-mails in the Communication Desktop (CDT) application as any other contacts, such as phone calls or
chats. E-mails may be placed in a queue to be allocated to agents serving in queue. The outbound e-mails (replies) are stored
in the database and sent to a SMTP server by the E-Mail Sender component. SMTP Virtual server must be configured with
Administrative Tools  Internet Information Services (IIS) 6.0 Manager.

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

Double click in fields to change settings:

Name FIHELWMAIL01 (name of the email server)


IP Addresses 10.31.99.253 (IP address of email server)
Port 993 (default IMAP TLS port number)
Bind to IP Virtual Unit IP (select option from dropdown)
IMAP Folders Root (select option from dropdown, ‘Root’ is used
typically with MS Exchange server, other options
might be needed with e.g. Linux email servers.)
IMAP Server Certificate Subject FIHELWMAIL01 (used when email server requires TLS encryption)

Click Save

Email attachments can be


saved either in database or to
a folder.

Also limit value of the


attachment size can be set so
that smaller attachments are
saved in database and bigger
into a folder.

In this training example we are using TLS encrypted connection


to email server.
The default IMAP port without TLS encryption is 143 and the
IMAP Server Certificate Subject field is left empty.
The default IMAP port with TLS encryption is 993 and the IMAP Server Certificate Subject field has the name of the certificate.
Link to application help, Configuring System E-Mail Settings:
http://help.sap.com/saphelp_bcm70/helpdata/en/27/2f7da2457f44ea979832460cc0809f/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d250
8/frameset.htm

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Email handling in SAP Contact Center

Email flow inside the standalone SAP Contact Center system:

 Customer sends email


 Customer email arrives to email server
 CEM Server reads the email from the email channel Inbox using IMAP connection and saves it to database with
attachments (CEM Server creates automatically folders called Received and Unhandled under the Inbox, when
CEM Server reads the mail from Inbox it moves it to the Received folder. Received folder should be cleaned
manually from old mails periodically)
 CEM Server allocates the email contact to an agent
 Agent opens the email in CDT and sends a reply to customer
 Email Sender sends the reply email message to local SMTP server
 SMTP server sends the email message to configured smart host email server
 Email server takes care of sending the email to customer
 Email server must be configured to relay incoming SMTP messages or you must configure the sender
addresses of these email messages to have a mailbox on the email server

Remember that you need the Internet Information Services (IIS) 6.0 Manager to be able to configure the SMTP
server.
NOTE:

 SAP Contact Center software does not include any spam filters.
 CEM Server only reads the inbox with IMAP protocol.
 You need to configure the spam filtering to you email server.

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SMS Settings

The system enables sending and receiving SMS messages but that requires that either some 3rd party hardware, or a specific
service with a mobile operator is available. Sent messages are stored in the database, from where the SMS Server component
sends them using a 3rd party SMS modem. Incoming SMS messages are received from the SMS modem or service. Like the e-
mails, the incoming SMS messages cannot be sent directly to agents, but only to contact center queues.

Configuring the SMS channel for receiving SMS messages:

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

Click Save

It is recommended to use operator level SMS Gateway and integrate SAP Contact Center with it e.g. using SAP Contact Center
SMS http interface.

Link to application help, Configuring SMS Settings:

http://help.sap.com/saphelp_bcm70/helpdata/en/38/8c02498fa5403eb3a35f916c6876f9/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d250
8/frameset.htm

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Batch Job Server Settings

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

Configuring the default setting for Batch Job Server:

Tick: Synchronize Default Directory Group: All Contact Center Users


Synchronize Default Directory Group: All Contact Center Queues

Click Save

 Directory Rebuilding: Compares configuration information of all users, queues and user groups to directory database and
changes directory information if it is not up-to-date.
 Directory Synchronization: Synchronizes configuration changes to database, and clears the change track of the Directory
and Configuration Databases.
 License Reporting: Calculates license reporting data to the Reporting database. Data can be used via the License
Reporting Interface (LRI) only.
 Message/File Cleaning: Removes old files, such as deleted voicemail messages, from the system.
 Monitoring Database Maintenance: Writes from the Configuration Database the queue snapshot, list of deleted users,
and monitoring parameters to Monitoring Database.
 Outbound Campaign Cleaning: Cleans old outbound campaigns from the database and cleans the change track of the
Outbound Database.
 Operative Database Cleaning: Cleans the Operational Database.
 Database Alarm Notification: Reads SQL server error log and triggers alarms as specified in alarm rules. For more
information, see the Operation Guide section Database Maintenance.

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Notice the times when these jobs are running; Batch Job Server and SQL Server Agent.

Most of these jobs are configured to run by default once per day, some also once per hour.

Reporting Data Transformation; runs 5 minutes past every full hour by default:

Monitoring daily maintenance; runs 5 minutes past every full hour bydefault:

Full-text catalog rebuild; runs every day 15 seconds after midnight:

NOTE: Default starting times for the SQL jobs


If you are an Application Service Provider (ASP) and you have several SAP
0:00:15 SQL Server Agent: Full-text catalog rebuild
Contact Center system databases running on the same physical database
0:30:00 Batch Job Server: Outbound Campaign Cleaning
server (there can also be several SQL Server named instances running
0:45:00 Batch Job Server: Monitoring Database
simultaneously) reschedule these jobs of different systems to be
Maintenance
starting in different times. If you leave the default values all the
1:01:00 Batch Job Server: Directory Rebuilding
systems are starting to do the same SQL jobs simultaneously and 1:15:00 Batch Job Server: Operative Database Cleaning
that can cause resource problems (processor, memory, disk I/O etc.)
1:31:00 Batch Job Server: License Reporting
in database server.

Link to application help, Configuring Batch Job Server (BJS) Settings:

http://help.sap.com/saphelp_bcm70/helpdata/en/66/c40e9651a641d7a08f3bc10736afdf/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d25
08/frameset.htm

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IP Desk Phone Settings

This ETC IVR application is used with hard phones to change status or to login/logout from queues and it plays messages
informing if the status or profile change in hard phone was successful or not. The number for this application should be from
internal number range to save the PSTN range numbers. A range of internal numbers must be allocated for Built-In IVRs.

NOTE: ETC IVR Number is mandatory when hard phones are used in SAP Contact Center system. Remember also that ETC IVR
is needed for the external agent functionality in SAP Contact Center 7.0.

Configuring a number for ETC IVR application:

ETC IVR Number 900000

Click Save

Advanced Settings: some hard phones might need configuration to be able to send the key combinations or you might need
to change the values in SAP Contact Center side to make them work if phone cannot send e.g. the # character as the end
character. (e.g. **  00 or *#  99)

NOTE: Add always a number for this SAP Contact Center internal application even if you are not using the application. If the
extension number is left empty you will get unnecessary error messages to logs. You can configure a number from an
internal number range for this built-in IVR. This IVR is not used from PSTN.

Link to application help, Configuring IP Desk Phone Settings:


http://help.sap.com/saphelp_bcm70/helpdata/en/68/038f66155947b1a1d69b6bd40afd6e/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d25
08/frameset.htm

Link to application help, IP Desk Phones:


http://help.sap.com/saphelp_bcm70/helpdata/en/79/285b900789401fae2201bc5ad82638/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d25
08/frameset.htm

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Queue Callback Settings

With this IVR application the callers can leave a callback request while queuing. Other part of the configuration is done on the
queue level. (see the Sales queue configuration in chapter Queue Management). A call can be forwarded to callback queue to
automatically make a callback request or a custom prompt is needed to tell caller that there is an option to do a callback
request by entering the configured DTMF code while queuing. The number for this application must be from PSTN range.

Configuring the Queue Callback IVR application settings:

IVR Number 1093

Click Save

NOTE: Add always a number for this SAP Contact Center internal application even if you are not using the application. If the
extension number is left empty you will get unnecessary error messages to logs. If the IVR is not used you can configure an
internal number range for built-in IVRs to be used instead of PSTN range numbers.

Tick the Allow Callback to Different Number when using the web callback functionality.

Link to application help, Queue Callback:

http://help.sap.com/saphelp_bcm70/helpdata/en/5f/a4746df9664dc28cb70eb27151f803/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d25
08/frameset.htm

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Prompt Settings

Configuring prompt settings:

File Location C:\SAP\ContactCenter\VU\ACME_PSTN_Helsinki\prompts


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

Click Save

 in this training example we are using this folder because it is created already by installation of ‘Prompts’ package
 in operative system this could be also a shared folder on a file server, e.g. \\SERVERNAME\prompts\
 shared folder for prompts is good option when all SAP Contact Center components are located in same location
 local folder for prompts is good option when there is several sites and the prompts are played locally on the site, prompt files can be
synchronized to all locations using File Replication Server

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

Prompts VU can be a separate virtual unit on a file server:

Link to application help, Defining Location of Prompts:


http://help.sap.com/saphelp_bcm70/helpdata/en/10/0cb6edf5414de68ea4e4829f3f5f6c/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d250
8/frameset.htm

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System Management

Number Range

You use this procedure to define number ranges in the system and to view the number situation (for example to check which phone
extension numbers are free). The following ranges are displayed on the user interface:
 PSTN ranges
These ranges are phone extension address ranges from the public switched telephone network that are allocated for the system.
They cannot be modified in SC. However, there can be several PSTN ranges defined in the system.
 Internal ranges
These ranges are additional ranges to the system PSTN ranges and cannot be within the PSTN ranges.
 Subranges
These ranges define the ranges from which certain types of phone extensions must allocate their address value

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

Link to application help, Managing Number Ranges:

http://help.sap.com/saphelp_bcm70/helpdata/en/9a/90dbec033045d4bc52af30d6d8d0aa/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d25
08/frameset.htm

 Queue numbers
 Built-In IVR numbers (from
Numbers are easier to
internal number range)
manage when they are
 Agent numbers
configured to ranges.
 Voicemail numbers
 Custom IVR numbers
 Built-In IVR numbers (from
PSTN number range)

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Authentication policy

Default Password Policy and Session Policy settings:

If you change the value of Administrative Session Idle Timeout, you must restart Agent Server (AS) in Infrastructure
Administrator (IA).

The software prompts users to change their passwords when they enter an application for the first time after the
administrator has set or changed the password.

Link to application help, Defining Password and Session Policies:

http://help.sap.com/saphelp_bcm70/helpdata/en/98/714df8657c451fb4e089affe1b3fb1/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d250
8/frameset.htm

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MRS module configuration

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

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

Select System Management  Modules In this example there are three MRS components.

To share the load all of them could be configured to do the recordings and
Click Search. This brings up a list of the currently
play prompts but in this example the purpose is to show how to dedicate:
installed modules.
 MRS in Agents VU does all recording
 MRS in PSTN VU plays prompts to PSTN direction
 MRS in AgentFrontEnd VU plays prompts to softphone and hard
phone users inside SAP Contact Center system

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Media Routing Server in PSTN virtual unit

Purpose of this MRS: This Media Routing Server in ACME_PSTN_Helsinki virtual unit plays prompts (Maximum Number of
Simultaneous Prompts = 200) for the devices connected to SIP bridge in the ACME_PSTN_Helsinki virtual unit. Typically
these are gateways connecting SAP Contact Center system to PSTN or PBX. In most cases it is practical to have MRS and
gateway connected to same switch so that the prompts are not affecting to LAN bandwidth.

Double click the ACME_PSTN_Helsinki row containing the Media Routing Server (MRS).
This enters into the detailed view for that component.

In Available Modules block highlight the one row containing virtual unit name ACME_PSTN_Helsinki items (select by clicking

it), and click the arrow to move the module into the Selected modules.

Click Save and Close.

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Media Routing Server in agent frontend virtual unit

Purpose of this MRS: This Media Routing Server in ACME_AgentFrontEnd virtual unit plays prompts (Maximum Number of
Simultaneous Prompts = 200) for the devices like hard phones connected to SIP bridge in ACME_AgentFrontEnd virtual unit
and for ETC in the ACME_Agents virtual unit and for the softphones controlled by Call Dispatcher in ACME_Core virtual unit.

Double click the ACME_AgentFrontEnd row containing the Media Routing Server (MRS).
This enters into the detailed view for that component.

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

ACME_Agents, ACME_Core and ACME_AgentFrontEnd, and click the arrow to move the modules into the “Selected
modules”. All these components must be selected to make sure that prompts are also played in Multi Terminal Desktop
(MTD) usage. Call Dispatcher is needed for softphone user configuration and SIP Bridge and External Terminal Controller
(ETC) for the hard phone configuration.

Click Save and Close.

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Media Routing Server in agents virtual unit

Purpose of this MRS: This MRS in ACME_Agents virtual unit makes recordings from all kind of devices and soft phones (Use
for Server-Side Recording = 1 and Maximum Number of Simultaneous Recordings = 200) but does not play any prompts
(Maximum Number of Simultaneous Prompts = 0).

Double click the ACME_Agents row containing the Media Routing Server (MRS). This enters into the detailed view for that component.

This MRS does the Server Side Recording (SSR).

Add all items in the Available Modules to Selected modules.

Click Save and Close.

NOTE: In this example installation the MRS instances are configured like this to keep the configuration simple and easy to troubleshoot. If
all MRSs would be playing prompts and making recordings e.g. the log reading in problem solving is much more difficult because you don’t
know which component is doing e.g. recording without reading the Call Dispatcher log first. To find that out you would need to read the Call
Dispatcher log(s) to see which MRS was selected to play prompt for a call and which MRS was selected to make the recording. And if there is
more than one Call Dispatcher you need to read all Call Dispatcher logs.

For load sharing all MRS’s can be configured to both play prompts and make recordings. Then you don’t need to install and configure new
MRS instances as the system grows during time. You need also to make sure that there are not too big values used to maximum
simultaneous prompts and recordings configured for MRS’s if there is more than one CEM/CD. See advanced configuration guide for
maximum values with several CEM/CD configurations. There is also more information about MRS configuration.

Link to application help, Linking Media Routing Server (MRS) to Other Modules:
http://help.sap.com/saphelp_bcm70/helpdata/en/28/03264178ae417b86477000b0bfa333/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d2
508/frameset.htm

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ETC module configuration

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

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

Click Save and Close

Hard phones registering through SIP Bridge (Gatekeeper) in ACME_AgentFrontEnd virtual unit are using External Terminal
Controller (ETC) from the ACME_Agents virtual unit.

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

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

DO NOT select any PSTN connection SIP Bridges to this list of selected SIP bridges for ETC.
It is recommended to use ‘PSTN’ in the name of virtual units that are related to PSTN connections, it helps to prevent
misconfigurations.

Link to application help, Linking External Terminal Controller (ETC) to SIP Bridge:

http://help.sap.com/saphelp_bcm70/helpdata/en/c2/85f25f614a4eafae76ce3801964457/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d250
8/frameset.htm

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 Simplified connections of the hard phones and gateways.

 Hard phones are using the registrar (gatekeeper) functionality of the SIP bridge to login to the Contact
Center system. External Terminal Controller is between SIP Bridge and core components.

 SIP gateways are not registering themselves to SAP Contact Center system.

 SIP gateways are connected to SIP bridges by pattern-destination configurations.

 These different ways of using SIP bridges must remembered when configuring the modules. They should not
be mixed.

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Channels, Voice

Default settings for all voice queues. These defaults are inherited to all voice queues and can be changed on queue level. The
more there is common configurations the less you need to configure individual queues.

Notice these two settings:


Enter a value for how often the end-user applications, such Select the Allow Queue Calls During Outbound Campaigns
as Communication Desktop (CDT), receive updated option if you want that agents can receive inbound queue
configuration data when you change users' settings and calls when they are running outbound campaigns.
rights.
Additionally, define in the inbound queue's Advanced
Settings the limit when this inbound/outbound blending is
The default value is 10 minutes, and the minimum allowed
required; see Configuring Advanced Queue Settings
value is 1 minute. To disable this feature, enter 0.
(PDForceIBLimit).

Link to application help, Channel Settings:

http://help.sap.com/saphelp_bcm70/helpdata/en/bf/605f93e91747cab0a78179cbd4f5c7/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d250
8/frameset.htm

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Channels, Email

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

Channels, Chat

Some of the channel settings can also be defined at the queue level. These settings are marked with an asterisk (*) in the
queue settings. An empty field or the option Not Defined in the queue settings means that the setting follows the channel
setting. If you define the value at the queue level, it overwrites the channel setting for the specific queue.

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System Languages

You use this procedure to define the priority of other system languages. The default language of the system is defined in
Infrastructure Administrator (IA) during installation.

Language Priority in the System Configurator (SC) Application


The language priority is as follows:

1. SC language (English, German, French, or Japanese)


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

Language Priority in End-User Applications


The language priority is as follows:

1. User interface language


2. System default language
3. The next match in the priority list (defined in SC)

Link to application help, System Language Priorities:

http://help.sap.com/saphelp_bcm70/helpdata/en/56/cc075aec9e45bfb1cd6e1fcb6acc75/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d250
8/frameset.htm

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Call Switching

Incoming number syntax and ‘In mask’

SAP Contact Center system can be configured in several ways depending of the needs.

In our training example we are using the simplest numbering of the queues and users and IVR’s. Our training environment
consists of 2000 numbers which have been divided to every training system in the class room so that every system has 100
PSTN numbers. Complete number range in the class room from PSTN is (09)54601000 – (09)54602999 where 09 is the area
code. Ranges are divided 1000-1099, 1100- 1199 … 2800-2899 and 2900-2999. So the last 4 digits are the meaningful ones,
(09)5460 section is the same in every range.

That’s why we use the simple in mask ‘####’ selection of last four digits. Even if the gateway is configured to send the full
number e.g. 0954601000 to SIP Bridge which sends the call to Call Dispatcher the system is using only the last 4 digits from
the incoming number, 1000 in this case.

It would be possible to use also longer in masks like in the picture above, the middle option.

If your system uses numbers from different countries it might be impossible to separate the numbers using short in mask
because there could be overlapping numbers from different countries.

It is possible is to use E.164 numbering plan numbers in the SAP Contact Center system. It means that gateways in different
countries must be configured so that incoming numbers are manipulated to include country code and area code into the
number, like the last example in the picture above. If you are using E.164 number from different countries the length of the
incoming number varies between countries then you must use the longest possible in mask of 15 #-characters
(###############). That will match to all possible numbers from all countries.

When using a short in mask like ####, the internal call from user to user can easily be done with these short extension
numbers. The longer the in mask, the longer are typically also the user and queue numbers and they are not easy to
remember, you need to use typically directory search in CDT and Convergence and select the destination number from
directory.

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Gateways

rd
Configuring 3 party SIP gateway to be able to make calls to PSTN. A gateway module is a third-party SIP or H.323 gateway
that represents one end point in the system, or an external SAP Contact Center system. The Call Dispatcher (CD) module
accesses the gateway via the corresponding bridge. Gateways must be configured as destinations for calls.

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

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

Name PSTN Helsinki


Description Audiocodes Mediant 1000, Helsinki
IP address 10.31.99.250
Bridge SipBridge ACME_PSTN_Helsinki (select correct bridge from dropdown)
Edit Incoming B Number (In mask) #### (#### = using last 4 digits from incoming B-number)

The called B-number coming from gateway can use complete number e.g. +358954601000 then SAP Contact Center uses in this example only the last 4
digits (1000) and it matches to SAP Contact Center number 1000, Switchboard queue. SAP Contact Center can also use longer internal number length up to
length of E164 numbers.

Select also other parameter values needed for your system, e.g. protocol: The amount of the #
characters depends on the
extension length used in your
Click Save and Close. system.

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Basic
Gateway Prefix for Callbacks
Gateway Prefix for Callbacks parameter in gateway configuration is useful when building system with several gateways in different
locations.

Enter a prefix that is added to a customer’s callback number, that is, the number from which the customer left the callback request or the
number the customer manually entered when leaving the callback request.

The prefix string (for example 77777) can be of any length but it must not match with existing country and area codes. To route the
callback call to the correct gateway, create a switching route and add the prefix to the Pattern column and mask it in the Edit Mask
column. See example in the advanced training and configuration document.

Note that despite the masking, the prefix is shown to agents in their contact list in CDT when the callback request call is accepted and there
is an outgoing call to the customer. In any other cases, however, the prefix is not shown.

Call Attached Data (CAD)

To connect two or more SAP Contact Center systems together, configure the other SAP Contact Center system’s SIP bridge IP address as a
gateway and configure all needed patterns and routes to get calls directed towards the other SAP Contact Center system through the SIP
bridge. Do the corresponding configuration in the other system too.

SIP OPTIONS Ping

The SIP OPTIONS Ping feature is a “keep-alive”mechanism between the SIP Bridge and another SIP entity, such as SIP gateway, SIP trunk, or
SIP Session Border Controller (SBC). To check if the gateway or other entity is operable and able to process SIP signaling messages, the SIP
Bridge is periodically sending SIP OPTIONS message.

Link to application help, Managing Gateways:

http://help.sap.com/saphelp_bcm70/helpdata/en/38/17a2c2d2e84c498063b19aa31c8d10/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d2
508/frameset.htm

Use to select which columns you want


to see in the user interface.

You can hide unnecessary empty columns


from the view.

See also from advanced configuration document the chapter ‘Adding H.323 gateway’ to see how to use H.323 gateway with
SAP Contact Center.

Link to application help, Call Switching:

http://help.sap.com/saphelp_bcm70/helpdata/en/64/4ac34e87424120a5fb401edebaf3ce/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d25
08/frameset.htm

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Switching Routes

 You use this procedure to configure switching routes for making and receiving external calls, and calls to the end points that are
reached via SIP bridge. The internal calls between the softphones within one SAP Contact Center system are switched automatically by
the Call Dispatcher (CD) component, but all other calls need a route.
 If your system is located on several geographical areas, define emergency numbers using locations, to make sure that emergency
number works in the desired area. In routing, the numbers can be masked, for example the plus (+) in the beginning of the outgoing
international number can be changed to the local international call prefix, (e.g. +358 00358…).
 Each route can have several patterns and destinations.

Click on Switching Routes. Click .

Basics block:
Name Calls Out Helsinki
Description Calls out using Mediant gateway in Helsinki
Priority Type: Least Recently Used (LRU)

NOTE: These following examples are used in our local training environment. Every environment needs its own settings; patterns have been selected for
training purposes. See documentation about correct syntax. Pattern editing is using different syntax in these standard routing configurations than in Generic
Routing Rules, Locations and Barring Groups configurations.

Create following patterns


Normal call out any unknown number not configured to be in SAP Contact Center system
+358 to 0 changing Finnish country code +358 to 0
Emergency number e.g. 112, 991, 999

Name: Description: Pattern: Edit Mask:


Calls Out (#*) Calls out, any unknown number #* * .
+358* change +358 to 0 +358* 0* .
112 Emergency number 112 112 .

Destinations block:
Gateway Mediant 10.31.99.250

Click Save and Close.

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Incoming call

Example of number manipulation for an incoming call:

Mediant gateway log, a call comes:


‘27d:4h:9m:42s ( lgr_flow)(21720665 )
#30:LOCAL_INCOMING_CALL_EV(Trunk:0 Conn:255
Bchannel:1 ServiceCap=V SrcPN=091234567
DstPN=0954601010

Mediant gateway log, number is edited:


27d:4h:9m:42s ( lgr_num)(21720683 )
PhoneNumber::RemovePrefix - Number change from
0954601010 to 1010

Mediant gateway log, call is sent to IP address 10.31.99.135 = SIP Bridge


27d:4h:9m:42s ( lgr_stack)(21720687 ) FindIpDestination: rmRc:0 (OK)
SrcIpGroup:-1 IpconnHndl:-1 DstPrefix:1010 DstIp:10.31.99.135

SIP Bridge log, call to number 1010 is coming from Mediant gateway:
From: <sip:091234567@Mediant>;tag=1c640590476
To: <sip:1010@10.31.99.135>

CD log, call to number 1010 is coming from SIP Bridge [ACME_PSTN_Helsinki]:


04:09:41.977 (08284/IpcWorker ) TRC> SipBridge> [ACME_PSTN_Helsinki] CALL_COMING
{565DFF42E9550443A1AF04131E226225}
IP=10.31.99.250;CALLER=091234567;AVL_CODECS=G711,G729,G711u,DTMF;CALLED=1010;CA
LL_ID=….

CEM log, call to number 1010 is coming from CD:


04:09:41.978 (09012/MultiPeerRecThread) TRC> [REC WCD->Cem] CALL_COMING = {'_PEER_ID':
'CallDispatcher:ACME_Core', 'ANumber': '091234567', 'DTMFPayload': '101', 'SIP_CALL_ID':
'64058943027920134942@10.31.99.250', 'BNumber': '1010', 'IP': '10.31.99.250',….

Link to application help, Managing Switching Routes:

http://help.sap.com/saphelp_bcm70/helpdata/en/a8/0208c585c94a42a9d79c0b4b7f9ff5/content.htm?frameset=/en/38/17a2c2d2e84c498063b19aa31c8d
10/frameset.htm&current_toc=/en/2c/ce69b004ef40438f34a49d579d2508/plain.htm&node_id=136

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Outgoing call

Example of number manipulation for an outgoing call:

CEM log, call out to number +35891234567 from number 1010:


05:02:58.867 (05600/MultiPeerRecThread) TRC> [REC UI->Cem]
CallOut = {'_SAP_ID': 'CONTROL', 'CallAs': '1010', 'BNumber':
'+35891234567', 'RTP_PORT': '5004', '_EVT': 'CallOut',

CD log, called number matches pattern +358* and is edited, gateway for call will be 10.31.99.250 = Mediant:
05:02:58.876 (06520/cmdThread ) TRC> +35891234567 matched pattern +358* with value 399
05:02:58.877 (06520/cmdThread ) TRC> INF> Created out context > Dest=655CE01D-5FE9-4F14-86FC-
080B875857B7 Sel=10.31.99.250 ANum=1010 BNum=091234567 …..

SIP Bridge log, call to number 091234567 from number 1010; SIP Brdige IP = 10.31.99.135, gateway IP = 10.31.99.250 = Mediant
From: <sip:1010@10.31.99.135:5060>;tag=CBB7EBAD3D86074FADEE60E33BF20125-e
To: <sip:091234567@10.31.99.250:5060>;tag=1c1854654171

Mediant gateway log, call to destination 091234567 from number 1010:


27d:5h:3m:48s ( lgr_psbrdif)(21725991 ) pstn send --> PlaceCall: Trunk:0 BChannel:7
ConnID:0 SrcPN=1010 SrcSN= DstPN=091234567 DstSN=

In PSTN side the prefix 095460 is added automatically to the caller number - Learn to use e.g. BCM Log Viewer (blv.exe) to read the
logs, BLV tool has a possibility to follow the log in live
mode.

- BLV can be found from the software package

- You can set words/phrases to be found and highlighted


with colors (with case sensitivity or not)

- You can also use Exclude rules to hide lines from logs

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Other switching rules

Depending on the installation you might need several different routing rules. System can be anything between one location
where you can have only one connection to PSTN up to system located in several locations having several PSTN connections
using different PSTN connection providers and also NAT (Network Address Translation) can be an issue between different
locations.

In one location system all components (servers and virtual units) are typically in the same network.

In multi-location system there can be some servers and some virtual units located only in one of the locations. Typically
components like Media Routing Server (MRS) and SIP Bridge are this kind of local components for one location.

In cases, where the network topology prevents direct connections between terminals and the server components, the
streams need to be relayed using Network Address Translation (NAT). In that case, the SAP Contact Center system is
partially divided into network locations – parts of the network for which direct streaming towards others is not possible.
System recognizes the endpoints belonging to a location and routes the call streams accordingly: the calls within a location
need not to be routed as the calls between two locations are routed via MRS.
There is no need to divide the whole system (all users/gateways) into locations, only the users/gateways for which the
specific switching rules are required. There may be any number of locations and the location contents may be configured in
different ways.

More information about these configurations can be found from installation guide and advanced training configuration
document.

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Generic Switching Rules


You use this procedure to configure generic
switching rules that are not linked to any
barring groups or locations but apply to all
users.
For example, this is the easiest way to
bar calls to expensive service numbers in
the entire system.
During switching the numbers can be masked, for example the plus in the beginning of the outgoing international number can
be changed to the local international call prefix.

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

Barring Groups
In this view you can configure barring groups
that are used for restricting outbound calls with
predefined barring rules. (e.g. preventing calls
to 0600… or 0700… numbers )

Locations
In this view you can configure locations
and add users or user groups to them.
Define locations when your system has
one or more of the following requirements:

 Operates in different locations, for example


has offices in different cities or countries.
 Has different departments, such as ‘Support’
or ‘Sales’, or specific user groups, such as
‘Outbound agents’ for running call campaigns.
 Uses NAT or Call Bandwidth Control (CBC).
 Location based emergency numbers

Location based rules can be configured for different use.

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

Some examples of location based rules and barring rules can be found also in advanced configuration document.

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Switching rule order

Outgoing calls

Switching rules are interpreted in this order. Generic rules – Barring rules – Location based rules, if one of those
matches, others are not checked, next step is switching routes.

A little bit planning is needed before starting to configure the different kind of routing rules. Before any basic routing rules
the system goes through if there is any generic, barring or location rule to match. Only the first match is used before going to
basic routing rule level.

Typical example is the emergency number. When configuring a system which is in one location having PSTN connection only
in one place the emergency number configuration could be done in generic switching rules. If the system has PSTN
connections in different areas/countries the emergency number routing rules could be done in location based routing rules
to make sure that the call is going out from correct gateway.

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Incoming calls

Switching rules for incoming calls are interpreted in this order.

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Global Switching Settings

Default values for Call Dispatcher, detailed information about all settings can be found from application help. With default
settings the system is working in most cases.

Typically configure codecs, DSCP value for RTP, number for unallocated numbers and disable call routing between gateways
if it is a wanted functionality.

Make sure that these same codecs


have been enabled and selected in
same order in gateways and hard
phones connected to the SAP
Contact Center system.

See some examples of codec


settings in the troubleshooting
chapter.

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Using ‘Disable Call Routing Between Gateways’ parameter can prevent above situation. A call comes to SAP Contact Center
system and agent answers the call, agent forwards the call to a number in PSTN and it matches the rule that allocates the
outgoing call to a different gateway. This creates a situation where two persons in PSTN are having a call which is just using
one port from each gateways but SAP Contact Center system has nothing to do with the call anymore. If 30 users make this
this kind of forwarding all the gateway port capacity is used to these forwarded calls and nobody can call in or out, all lines
are busy.

Using this ‘Disable Call Routing Between Gateways’ setting the forwarded calls are sent back to PSTN using the same gateway
and all the gateway ports are free again.

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Toll-free queuing

Toll-free queuing in SAP Contact Center has been enabled by adding the early queuing function. Normally, SAP Contact
Center connects an incoming call immediately, even when it arrives to a waiting queue or in an IVR that transfers it to the
desired destination, and charging starts at the connection. Early queuing delays connecting the call until an agent answers
the queue call, or the IVR connects it with the connect element. The time used for early queuing cannot exceed the
maximum ringing time in PSTN, 120 seconds (2 minutes); if the call is not connected before that, it is disconnected.

The former Delayed Connection settings for H.323 gateways have been removed because early queuing can be used for both
SIP and H.323 gateways. Early queuing also replaced the setting Use Mock Command for Call Connection in Channel settings.

Early queuing

If early queuing is used and early media is played towards a SIP gateway that connects to an ISDN trunk. Then the gateway
must be configured to set the progress indicator sent to ISDN to 8 (PI=8). The gateway must be configured not to play
ringback (call progress) tone at all, or at least not if a media stream is received from the SAP Contact Center SIP bridge.

Call bandwidth control

The call bandwidth control (CBC) is required when the available bandwidth cannot handle the voice streams. The system is
divided into the locations that are defined by IP ranges, subnets, network elements or specific user groups, and each location
has an assigned bandwidth value.

In cases, where the network topology prevents direct connections between terminals and the server components, the
streams/connections need to be relayed using Network Address Translation (NAT). System is partially divided into network
locations – parts of the network for which direct streaming towards others is not possible. System recognizes the endpoints
belonging to a location and routes the call streams via a MRS component if necessary. Calls within a location need not to be
routed while calls between two locations do. There is no need to divide the whole system (all users/gateways) into locations,
only the users/gateways for which the specific switching rules are required. There may be any number of locations and the
location contents may be configured in different ways.

Link to application help, Managing Generic Switching Rules:

http://help.sap.com/saphelp_bcm70/helpdata/en/43/d817370fd9459c8566734cd16ea672/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d2
508/frameset.htm

Link to application help, Managing Locations:

http://help.sap.com/saphelp_bcm70/helpdata/en/b6/e64bd5f8a64bdba45598866651bbc2/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d2
508/frameset.htm

Link to application help, Managing Barring Groups:

http://help.sap.com/saphelp_bcm70/helpdata/en/a7/ff2779970e4738adfedea3b45703cb/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d25
08/frameset.htm

Link to application help, Early Queuing and Toll-Free Queuing:

http://help.sap.com/saphelp_bcm70/helpdata/en/d9/dd1ae30e9c4549acbe597015c18626/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d2
508/frameset.htm

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Reporting

Data Protection rules


Depending on your needs or local requirements/legislations, there are different ways to hide or display data in online
monitoring and reporting and these settings affect also to history view of the user. By default SAP Contact Center software is
hiding some possibly sensitive information. Remove the check marks if you want to see certain possibly sensitive
information.

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

NOTE! When contact data is collected using these parameters, changing parameters later does not change what is
hidden/displayed in past data. Here in this example installation, we will display all information.

Untick all boxes, then click Save and Close .

In this view you can define the advanced attributes that are shown in Reporting for a user. Reporting specification may have
a static value as well. For example, users in earlier SAP Contact Center versions may have attributes that are not available in
the new version; these attributes can be used as a group name.

Alternatively, you can define these attributes for each user in Advanced Attributes block. If the attribute has an individual
definition, it overrides the general reporting specification.

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Data Destinations
By default the installation is done using Windows
authentication. These marked two fields are used only with
SQL authentication. Windows authentication does not need
a password.

Data Collector component receives operative data and provides specified data destinations for reporting and monitoring
purposes. Default data destinations are created automatically during installation, but you can define more destinations if
more complex reporting is required.

Viewing Existing Data Destinations

To define which columns are displayed, click (Personalize), select the column checkboxes, and click Select.

The following default destinations are displayed after typical installation:

Default Destinations

Name Type Description


[Operative Database Server Name] - [Operative Created when the Operative Database is installed and points to
Operative
Database Name] it. Used for logging call recording data.
[Monitoring Database Server Name] - [Monitoring Created when the Monitoring Database is installed, enables
History
Database Name]_History collecting Monitoring history data.
[Monitoring Database Server Name] - [Monitoring Created when the Monitoring Database is installed, enables
Monitoring
Database Name] collecting current Monitoring data.
[Reporting Database Server Name] - [Reporting Created when the Reporting Database is installed, enables
History
Database Name] collecting Reporting history data.

Link to application help, Reporting Management:

http://help.sap.com/saphelp_bcm70/helpdata/en/59/442016ef93466bbaff8e84fb7985bc/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d250
8/frameset.htm

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Reporting Groups

Create two reporting groups: ACME Agents for contact center agents and Switchboard Agents for expert users.

These are groups that are used in Communication DeskTop (CDT) Dashboard view as the Group where agents can see group
level statistics.

Link to application help, Reporting Management:

http://help.sap.com/saphelp_bcm70/helpdata/en/22/ca78fcd08e4c4c8566ba216c8e1214/content.htm?frameset=/en/59/442016ef93466bbaff8e84fb7985b
c/frameset.htm&current_toc=/en/2c/ce69b004ef40438f34a49d579d2508/plain.htm&node_id=149

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Statistic Settings

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

 configure contact information for reporting data updates and errors


 monitor who listens the recorded calls
 hide digits from phone numbers and names from addresses in online monitoring
 select applications to reporting
 possibility to include MultiTerminal Desktop (MTD) calls to reporting

In this example reporting


has been activated for three
custom IVRs:

 ACME Opt-In IVR


 ACME Survey IVR
 Menu IVR

Statistics Settings
Define with Statistics Settings some general settings related to Reporting and Online Monitoring. For more specific settings, see Settings in Online
Monitoring application.

Process Messages
Define mobile number and e-mail address where SMS or e-mail messages can be sent during Data Transformation Engine (DTE) processing. Separate
addresses can be defined for status update messages and error messages.
Define also the e-mail sender name.

Updating Reporting Members


To define if a new reporting member is added when the existing member value is changed, select the checkbox in front of the item. When a new member is
added, reporting starts with the new member from the time of change. If no new member is added, reporting continues but shows the new value also for
old reports.
For example, if an agent’s name is changed, no new member is required as the same person continues to appear in reports. Only the agent’s name is
changed, also in reports that show time before the change.
If an agent is moved to another cost center, adding a new member may be required so that new reports are enabled with the new cost center.
Link to application help, Reporting Management:

http://help.sap.com/saphelp_bcm70/helpdata/en/1b/0b0759d91a47b699d92202188c341d/content.htm?frameset=/en/22/ca78fcd08e4c4c8566ba216c8e1
214/frameset.htm&current_toc=/en/2c/ce69b004ef40438f34a49d579d2508/plain.htm&node_id=151

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Monitoring Templates

Templates allow you to define the same summary graphs view on the Online Monitoring user interface for selected users
and/or user groups. Default threshold values (Max. Value, Critical Limit, Warning Limit) can be set to match the needs in your
system.

A default template is available in the system. You can copy that and make your own modifications to it, or you can create
your own templates from scratch.

Values shown in Online Monitoring:

If user has
rights to
several
monitoring
templates the
selection can
be done from
this dropdown
menu.

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Directory Management

Default directory templates for different types of users.

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

NOTE: By default only Expert User role (switchboard agent) has the Modify right to directory groups. This means that only
those persons who have this role can edit the user information using Communication DeskTop (CDT).

Link to application help, Directory Management:

http://help.sap.com/saphelp_bcm70/helpdata/en/76/3314c7bd244aa0b9b5b9aa5ba2288c/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d2
508/frameset.htm
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Presence Management

SAP Contact Center system has a built in presence IVR application taking care of presence changes.

In presence management, you create presence, conference and absence profiles that users use in the Communication Desktop
(CDT), Convergence and Communication Mobile Client (CMC) applications to indicate their availability.

Profiles

Default Profiles:

You can create additional profiles to match your needs. There can be also profiles to login or logout from queues. Useful in
contact centers for agents to login/logout quickly to/from e.g. some extra queues in busy hours.

You can edit the IVR options in any order how you want the profiles to handle/forward the call in different situations.
There are maximum four possible options. All needed prompts are built into the software.

By default the Mobile Phone option is


not configured to any profile.

Users can set their mobile phone


number e.g. as Personal Forwarding
number with their CDT or Convergence.

Option messages are not played if the


user has no corresponding numbers
configured in SAP Contact Center system.

E.g. if no mobile phone number


configured in SAP Contact Center the
message ‘Press <number> to be
forwarded to mobile phone’ is not
played.

Also if there is no switchboard number configured in System Configurator for the user the message ‘Press <number> to
be forwarded to switchboard’ is not played even if there would be the option available. Same way if no voicemail
number configured for user, the option is not played.

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Settings

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

Configuring the Presence IVR application: Click Presence Management  Settings

Numbers block:

Enter number 1099

Click Save

NOTE: Number is mandatory to configure to


make all profile related functions to work.

NOTE: Add always a number for this SAP Contact Center internal application even if you are not using the application. If the
extension number is left empty you will get unnecessary error messages to logs. If the IVR is not used you can configure an
internal number range for built-in IVRs to be used instead of PSTN range numbers.

Link to application help, Presence Management:

http://help.sap.com/saphelp_bcm70/helpdata/en/39/a9248fd98f4e629a577a80ea913722/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d25
08/frameset.htm

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Queue Management

The queue prompts are audio messages played to the callers in different phases of the call. There are generic built-in
prompts that are included in the build, but you can add customized prompts for the same functions in the System
Configurator  Queue Management  Prompt. The following diagram describes the basic procedure for routing inbound
queue calls:

Link to application help, Queue Management:

http://help.sap.com/saphelp_bcm70/helpdata/en/27/9851948b0148f2b90b522f6101c397/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d25
08/frameset.htm

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Configuring the queues

In this example we create four phone queues, one email queue and one chat queue. Some of the queues are included to a
queue group; some of the queues are just individual queues. The purpose is to show the differences when configuring the
queues with or without queue group. We recommend using queue groups because they make the configuration simpler.

Queues with configuration can be also imported with import wizard. You can make an export of one or more existing queues
and use that as a template where you can add new queues or edit existing queues and then import the information back to
system.

 Switchboard queue ACME company where switchboard agents (and supervisors in this example configuration)
are serving

 Sales queue has automatic recording on and skill based routing


 Sales Callback queue while in Sales queue caller can leave a callback request, this queue is used for callbacks
 Marketing queue has survey IVR option
 ACME Chat queue for chat request handling
 ACME E-Mail queue for email handling

In these queues the contact center agents and supervisors are serving

In the advanced training configuration document we are adding skill based routing in the Sales queue and we will add a
second extension number for that purpose. An example of different languages for different extension numbers.

Also some additional configurations are done for Marketing queue to show how the survey IVR is working.

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Phone queues

On Queue Management – Queues click . Select Type “Phone Queue” and click OK.
Create the Switchboard, Sales, Sales Callback and Marketing queues with following settings.
Basics block:

Name: Switchboard Sales Sales Callback Marketing


Description SB queue Sales queue Callback queue Marketing queue
Ordinal 1 10 11 12
Prompt Language English (US) English (US) English (US) English (US)
Time Zone Europe/Helsinki Europe/Helsinki Europe/Helsinki Europe/Helsinki
Critical Time 20 (seconds) 20 (seconds) 20 (seconds)
Queue Mode Auto-Allocation Auto-Allocation Auto-Allocation Auto-Allocation
Ringing Time 10 (seconds) 10 (seconds) 10 (seconds)
Script Default Callback script
Opening Type When Contact Answered
Directory Synchronization Tick  Tick  Tick 
-------------------------------------
Numbers/Addresses block:
Number 1000 1001 1002 1003
Extension Language English (US) English (US) English (US)
-------------------------------------
Contact Management block:
Queue size 10 10 10
Record Queue Calls Tick 
Extension for Default Queue 1000 1000
Max. Waiting Time 120 90 60
Forward when Forward when
Forwarding Options Maximum Waiting Time Maximum Waiting Time
Has Elapsed Has Elapsed
Forwarding Number after DTMF Character 1093
Callback Queue Number 1002
--------------------------------------
Voicemail and Notification Call Settings block:
Voicemail Number 101000 101001 101003

Click Save and Close .

NOTE: the calls to Sales queue are recorded automatically with Server Side Recording.
While queuing in the Sales queue entering the character # starts the callback request creation.
(A proper InQueue message must be recorded and configured to tell the callback option to caller.)

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Picture of Switchboard queue settings:

Parameters with asterisk * have the default value


inherited from the System Management
Channels settings.

Mouse cursor over the parameter shows the


information. Value or selection can be changed on
queue level.

……

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Email queue

On Queue Management – Queues click . Select Type “E-Mail Queue” and click OK.
Create the ACME E-Mail queue with following settings.

Basics block:
Name ACME E-Mail
Description Email queue
Ordinal 500
Prompt Language English (US)
Time Zone Europe/Helsinki
Critical Time 3600 (seconds)
Queue Mode Auto-Allocation
Warning Time 1800 (seconds)
Directory Synchronization Tick 

Numbers/Addresses block:
Address <emailboxname>@acme.com emailboxXX in this training material
(see other document)
Extension Language English (US)
E-Mail account <emailbox account name> studentXX in this training material
E-Mail Password ******** (enter the Windows password)
E-Mail Server FIHELWMAIL01: 10.31.99.253 double click the field, click the pen icon ,
click Search and then select configured
server from list, click Add and Close
Contact Management block:
Queue size 10
Max. Waiting Time 3600
Allow Other Contacts when E-Mail Open Tick  allow calls and chats during email handling

This is very useful option because the


email contact is typically not so urgent
to handle as the calls and chats.

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Chat queue

On Queue Management – Queues click . Select Type “Chat Queue” and click OK.
Create the ACME Chat queue with following settings.
(NOTE: web site for creating a chat request will be configured later in chapter Chat Channel)

Basics block:
Name ACME Chat
Description Chat queue
Ordinal 600
Prompt Language English (US)
Time Zone Europe/Helsinki
Critical Time 180 (seconds)
Queue Mode Auto-Allocation
Directory Synchronization Tick 

Numbers/Addresses block:
Address chat@acme.com
Extension Language English (US)

Contact Management block:


Queue size 10
Max. Waiting Time 600
Block Rejected Contact from Agent Never - this setting allows the reallocating the contact to same agent
if the agent rejects the contact for some reason
- by default the agent is added to rejected agent list meaning that a
contact is allocated only once per agent

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By selecting more columns to user interface you can see more information with one glance.

E.g. Scripts, Script Opening Type, Default Queue, Opt-In IVR, etc.

Link to application help, Creating Queues:

http://help.sap.com/saphelp_bcm70/helpdata/en/5c/8a5a6a192f42f0ae14b2257fd781a2/content.htm?frameset=/en/27/9851948b0148f2b90b522f6101c3
97/frameset.htm&current_toc=/en/2c/ce69b004ef40438f34a49d579d2508/plain.htm&node_id=165

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Queue Groups

Creating queue groups helps administrators allocating user rights for agents to a large number of queues easily. Creating
queue groups also makes it easy to configure monitoring rights for supervisors or team leaders. Queue group(s) must exist if
you want to import/export queues with wizard.

Create a queue group for sales queues.

On Queue Management – Queue Groups click .

Enter Sales Queue group to Name and Description fields.

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

NOTE: In this example we leave some individual queues and create only one queue group to show the differences in the configuration. In
productive SAP Contact Center systems it is recommended to use queue groups and also user groups to make configuration easier and
simpler. Configuring user rights (or access rights) using user groups and queue groups is much simpler than selecting individual users and
queues.

Link to application help, Managing Queue Groups:

http://help.sap.com/saphelp_bcm70/helpdata/en/cd/b34f4635f940ca9167fe59a1e1fb54/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d250
8/frameset.htm

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Scheduling

Scheduling is used to set up the opening/closing hours of different queues in special circumstances like official holidays,
weekends, etc. Calendar entries can be imported using System Tools  Import. After installation there is three built in
calendar entries; Default, Workdays and Weekend.

NOTE: If there is no scheduling configured the queues are always open.

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

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

Queue block:
Click Add  Search, click on the Switchboard queue, then click Add and Close

Calendar block:
Click Add  Search, click on Workdays, then click Add and Close

Schedule Details block:


Default Closed (from dropdown)
Start Time 8:00
End Time 17:00
Value Open

Click Save and Close.


Same way you can create the scheduling for weekend.

In this scheduling example the Switchboard


queue has the following settings:

Workdays (Mon, Tue, Wed Thu, Fri):

- closed from midnight 00:00 to 07:00


- open from 7:00 to 17:00
- closed from 17:00 to midnight 00:00

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You can/should also configure your own calendar entries for Christmas, Easter etc. and all special dates when you want the
queues to opened or closed or when you want to play a special prompt etc. After creating these calendar entries you can
start using them for scheduling.

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

Click on the Personalize button and select Queue Time Zone and Date then click the Select.
This makes it easier to see what the current time is in the queue location which has different time zone.

 Weekday based
Example of calendar entries:  Same date every year
 Different date every year

Link to application help, Managing Calendars:

http://help.sap.com/saphelp_bcm70/helpdata/en/44/c3e3bae37e423ca723ea24bfb3ee14/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d25
08/frameset.htm

Link to application help, Creating Schedules:

http://help.sap.com/saphelp_bcm70/helpdata/en/71/2c494c256741d4aac59c6f2402535c/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d25
08/frameset.htm

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User and Role Management

User groups should be created before users. The principal is that users get the different user rights through the roles and groups. Groups
can also include sub groups and also additional roles. Hierarchical grouping of users is recommended. Planning of roles and groups should
be done before starting any configuration.

Settings for groups and users in this training material show the basic configuration needed to make the SAP Contact Center users capable to
use the soft phones and hard phones.

NOTE: In this example we create the groups marked above. Users get the rights to queues through user groups.
_______________________________________________________________________________

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Presence profiles are accessed through user built-in default roles, different roles can have different presence
profiles available:

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

_________________________________________________________________________________

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

Link to application help, User Management:

http://help.sap.com/saphelp_bcm70/helpdata/en/af/190a33625d434b91561ac08042722c/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d25
08/frameset.htm

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Here’s a sample of a small contact center:

More detailed view to the configuration. It is easy to configure e.g. monitoring rights to team leaders so that they can
monitor only the queues and users in their own team.

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

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Built-in roles

Phone user roles:

CC Agent: CC agent works in an inbound or an outbound contact center and is responsible for handling customer contacts.
CC agents use the Communication Desktop (CDT) application in their daily work

CC Supervisor: CC supervisor is a team leader in a contact center and is responsible for managing a contact center team. CC
supervisors may also handle customer contacts. They use the Communication Desktop (CDT) and Online Monitoring
applications in their daily work.

Expert User: Expert user is an active user of SAP Contact Center but is not a contact center agent. For example, switchboard
operators and assistants are expert users. Expert users use the Communication Desktop (CDT) application in their daily work.

Office User: Office user uses SAP Contact Center to handle personal calls. Office users may also access voice queues. They
can use Communication Desktop (CDT), Convergence, Communication Mobile Client (CMC), or an external phone as a phone
terminal.

Administrative roles:

Advanced Monitoring User: This monitoring example role has rights to all users and queues. It is recommended to limit the
role rights according to business and data privacy needs.

IVR Administrator: IVR administrator is responsible for creating and managing custom-made IVRs.

Outbound Administrator: Outbound administrator is responsible for creating and managing OB campaigns. This includes, for
example, defining campaigns settings and assigning agents to campaigns.

Queue Administrator: Queue administrator is responsible for creating and managing inbound contact center operations
related to queues. This includes, for example, schedules, prompts, and scripts.

Reporting Administrator: Reporting administrator is responsible for managing settings related to the Online Monitoring and
Reporting applications.

System Administrator: System administrator is responsible for configuring SAP Contact Center and for ensuring that the
system functions properly. This role has full rights to system configuration and view rights to business-related data such as
queues and OB campaigns.

User Administrator: User administrator is responsible for creating and managing end users and for managing applications
and functions related to end users such as Communication Desktop (CDT) and directory templates.

If you need to test different settings for role(s) make copy of the role and edit the settings to match the needs. Then allocate
the new role for the test user. After testing period allocate the new role to users.

Note: Built-in user called Admin has all these administrative roles but not any phone user roles.

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Groups and roles in example installation

The individual users configured in this example are having simple describing names which are corresponding to roles, groups
and templates so that the configuration is easier to understand.

Purpose of this picture is to illustrate the connections what a single user typically has in SAP Contact Center system.

Roles

Users

User groups
User Settings Templates

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Groups

In this example all the agents serving in queues are included to one group without any hierarchical subgroups. If e.g. different
monitoring rights are needed for different agents these agents could be set to different groups or subgroups.

Agents group

Click on User Groups - Add New

Basics block:
Name CC Agents group
Description CC Agents group

Directory Synchronization Tick 

User Rights block:


From Type dropdown menu select Queue
Click Add, then Search
Select the ACME Chat, ACME E-Mail, Marketing queues then click Add and Close (see the first picture below)

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

From Type dropdown menu select Queue Group


Click Add, then Search
Select the Sales Queue group then click Add and Close (see the second picture below)

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

CC Agents group user rights for individual queues:

CC Agents group user rights for queue group

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

Click Save.

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This following right gives the agents the user right to see statistic summary of the agents in the same group.

Then the agent can see the group statistics of CC Agents reporting group and personal statistics in CDT Dashboard view.

Click Save and Close

CC supervisors can see the same statistic summary because the user right is inherited from ‘Advanced Monitoring User’ role.
See later the configuration of CC Supervisors group.

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

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Office users group

In this example all softphone (CDT/Convergence) users and all hard phone users are included to one group without any
hierarchical subgroups. If e.g. different monitoring rights are needed for softphones and hard phones these could be set to
different groups or subgroups (e.g. Softphone Users group and Hardphone Users group). Hard phones can be e.g.
conference/speaker phones in meeting rooms.

Click on User Groups - Add New

Basics block:
Name Office Users group
Description Office Users group

Directory Synchronization Untick 


Click Save and Close

Expert users group

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

Click on User Groups - Add New

Basics block:
Name Expert Users group
Description Expert Users group

Directory Synchronization Untick 

User Rights block:


From Type dropdown menu select Queue
Click Add, then Search
Select the Switchboard queue then click Add and Close

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

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This setting is giving expert users rights to serve and see statistic summary of the configured queue.
Expert users should have ‘Manage Presence’ user right for different user groups to be able to edit/modify the presence
information of the users in the selected groups. (remember to add new groups here when you create a group)

Click Save and Close .

With this setting the expert user (switchboard agent) can edit the presence information of other users directly from the CDT.
Right clicking the user name on the directory user can call, send message or change presence information of the selected
user or right clicking the users profiles expert user can add, edit and delete other person’s presence information and see the
profile history.

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Supervisors group

In this example all supervisors are included to one group. Supervisor group member will have full monitoring rights to all
queues, queue groups and contact center agent groups and limited rights to office users group and expert users group. If e.g.
different monitoring rights are needed for different supervisors these could be set to different groups or subgroups.

Click on User Groups - Add New

Basics block:
Name CC Supervisors group
Description CC Supervisors group

Directory Synchronization Tick 

Roles block:
Add two roles,

Advanced Monitoring User


to enable monitoring functionality
for supervisors and

Reporting Administrator to enable


editing of the reporting parameters.

Supervisor group additional Roles:

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User Rights block:

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

Queue: CC Supervisors group user rights for individual queues: These rights for all queues are inherited from
Advanced Monitoring User role

Queue Group: CC Supervisors group user rights for queue groups, note that there can be different rights for different queue
groups:
Advanced Monitoring User role has these
rights to all queues by default.

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

Click Save .

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

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

These rights are inherited


from Advanced Monitoring
User role

Click Save and Close .

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Note that the inherited rights from Advanced Monitoring User role include the selected rights to ALL queues and ALL users in
the SAP Contact Center system. This might not be the wanted configuration; supervisors are then having rights to all users
using SAP Contact Center, not only the agents in contact center.

You should make copies of the built-in Advanced Monitoring User role and give user rights to some limited amount of the
queues, (e.g. a queue group), and limited amount of users, (e.g. an agent group), so that supervisor group members should
see only the information from the queues and users they really need to see.

Here you can see the inherited user rights of the Advanced Monitoring User role when the role is included to the CC
Supervisors group.

View of the inherited and direct rights of the supervisor group for queues:

View of the inherited and direct rights of the supervisor group for all users:

You can also get a collected list of individual users rights by clicking the ‘View Summary of Rights’ button.

To avoid giving the same (overlapping) rights from different roles and groups you should always check inherited rights before
editing user rights.

See also Hierarchical User Groups chapter in the advanced training document. For training purposes the configuration is kept
very simple at this point.

The purpose is to show the relations between a user, a user role, a user group, a user settings template etc.

In productive environments the hierarchical user groups with corresponding queue groups, user setting templates etc. are
very useful.

Expert Users group needs this new group to be added in User Rights  User Group  Manage Presence

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Users

In this example we are configuring all users so that most of the settings are coming from User Setting Templates. It is
recommended to keep the original templates as they are and make first always a copy and edit that template to suit your
needs and use as little as possible personal configurations for end users.

Link to application help, Creating New User Accounts:

http://help.sap.com/saphelp_bcm70/helpdata/en/ca/6222369ae04ec88a5100f6727773ff/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d250
8/frameset.htm

Creating a sample SAP Contact Center Supervisor type of user


Supervisor user is SAP Contact Center Manager which gets the user rights through CC Supervisor role, CC Supervisors group, Advanced
Monitoring User role and Reporting Administrator role. Supervisor has full monitoring rights to all queues and to all agents in CC Agents
group and only statistic summary rights to other user groups.

Select User and Role Management  Users, click Add New

Basics block
First Name (EN) Supervisor
Last Name (EN) CC
Title (EN) Contact Center Manager
Location (EN) Helsinki
Time Zone Europe/Helsinki
User Interface Language English (US)
Prompt Language English (UK)
User Settings Template CC Supervisor
Number 1010
Chat Address supervisor@acme.com
Chat Name Supervisor
E-Mail Address supervisor@acme.com
Use E-Mail Address in Sender’s E-Mail Replies Tick 
Mobile Number mobile phone number

Authentication block
Logon Name supervisor
CRM Logon Name crmuser (CRM logon name can be different than Contact Center logon
name)

Voicemail and Notification Call Settings block


Voicemail number 101010

Roles block
Click Add  Search, select CC Supervisor
click Add and Close

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Groups block

Click Add  Search, select CC Supervisors group, click Add and Close

Queue and External Agent Settings block (click Save to get the list of queues updated)

Recording block
Server-Side Recording Controlled by User (CDT and Convergence)

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Contact Settings block


Number of Switchboard Queue 1000 (needed for presence application to forward the call to sb number)
Queue Size 0 (personal queue size = 0 for CC agents and supervisors
agents should not get other calls during a queue call)

Reporting block
Reporting Group ACME Agents

Click Save and Close .

Reporting group is used to show data in CDT Dashboard tab.

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Creating a sample SAP Contact Center Agent type of user


Agent user is SAP Contact Center agent which gets the user rights through CC Agent role and CC Agents group. Agent has only inherited
serve right, statistic summary right and Manage Contact History right to all queues in which the agent is serving.

Select User and Role Management  Users, click Add New

Basics block

First Name (EN) Agent1


Last Name (EN) CC
Title (EN) Contact Center agent
Location (EN) Helsinki
Time Zone Europe/Helsinki
User Interface Language English (US)
Prompt Language English (UK)
User Settings Template CC Agent
Number 1011
Chat Address agent1@acme.com
Chat Name Agent1
E-Mail Address agent1@acme.com
Mobile Number mobile phone number

Authentication block
Logon Name agent1

Voicemail and Notification Call Settings block


Voicemail number 101011

Roles block

Click Add  Search, select CC Agent click Add and Close

Groups block
Click Add  Search, select CC Agents group click Add and Close

Recording block

Server-Side Recording Controlled by User (CDT and Convergence)

Contact Settings block

Number of Switchboard Queue 1000 (needed for presence application to forward the call to sb number)
Queue Size 0 (personal calls are not shown to user when having an active queue call)

Reporting block

Reporting Group ACME Agents

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Creating a sample Expert User type of user

Expert user is switchboard agent which gets the user rights through Expert User role and Expert Users group. Expert user has only inherited
serve right, statistic summary right and Manage Contact History right to all queues in which the agent is serving.

Select User and Role Management  Users, click Add New

Basics block

First Name (EN) Expert


Last Name (EN) SB
Title (EN) Switcboard agent
Location (EN) Helsinki
Time Zone Europe/Helsinki
User Interface Language English (US)
Prompt Language English (UK)
User Settings Template Expert Users
Number 1012
E-Mail Address expert@acme.com
Mobile Number mobile phone number

Authentication block

Logon Name expert

Voicemail and Notification Call Settings block

Voicemail number 101012

Roles block

Click Add  Search, select Expert User click Add and Close

Groups block

Click Add  Search, select Expert Users group click Add and Close

Recording block

Server-Side Recording Controlled by User (CDT and Convergence)

Contact Settings block

Number of Switchboard Queue 1000 (needed for presence application to forward the call to sb number)
Queue Size 5 (queue size 1 or more for expert users like switchboard agents)

Reporting block

Reporting Group Switchboard Agents

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Creating a sample Office User type of user


Select User and Role Management  Users, click Add New
Basics block
First Name (EN) Office
Last Name (EN) User
Title (EN) Office user
Location (EN) Helsinki
Time Zone Europe/Helsinki
User Interface Language English (US)
Prompt Language English (UK)
User Settings Template Office Users
Number 1013
E-Mail Address office.user@acme.com
Mobile Number mobile phone number

Authentication block
Logon Name office

Voicemail and Notification Call Settings block


Voicemail number 101013

Roles block
Click Add  Search, select Office User click Add and Close

Groups block
Click Add  Search, select Office Users group click Add and Close

Recording block
Server-Side Recording Controlled by User (CDT and Convergence)

Contact Settings block


Number of Switchboard Queue 1000 (needed for presence application to forward the call to sb number)
Queue Size 3 (queue size 1 or more for office users)

Creating a sample hard phone user, in this example same as office user type of user
Select User and Role Management  Users, click Add New

Basics block You can find a couple of hard phone


First Name (EN) Polycom configuration examples from chapter
Last Name (EN) Hardphone ‘Configuring hard phones’.
Title (EN) Meeting room
Location (EN) 3rd floor, room 10
Time Zone Europe/Helsinki
User Interface Language English (US)
Prompt Language English (UK)
User Settings Template Office Users
Number: 1014

Authentication block
Logon Name 1014

Voicemail and Notification Call Settings block:


Voicemail number 101014

Roles block
Click Add  Search, select Office User click Add and Close

Groups block
Click Add  Search, select Office Users group click Add and Close

Contact Settings block


Number of Switchboard Queue 1000 (needed for presence application to forward the call to sb number)
Queue Size 3 (queue size 1 or more for office users)

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A visual presentation of some important user right of a user, CC Supervisor:

Inherited rights to CC,


Supervisor user from
Advanced Monitoring
CC Supervisor has role called CC Supervisor which gives e.g. the right to use phone: User role.

Advanced Monitoring
User role has also
rights to queues which
are inherited to user.

And some rights to user itself from user rights of Advanced Monitoring User role:

Also CC Supervisors group has additional roles (Advanced Monitoring User) which have also some user rights to queues and users:

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Group, User Settings template, Directory template and User role configurations of the example users in this
training configuration. In this example only default roles are used and for every different type of user there is a
user group created.

 User can belong to several users groups


 User groups can have additional user roles
 User can have several roles directly or through groups
 User can have only one user settings template and through that only one directory template
 Roles can have user rights to e.g. queues, queue groups, users and user groups
 Groups can have user rights to e.g. queues, queue groups, users and user groups
 Hierarchical groups can also be used to add user rights to e.g. queues, queue groups, users and user groups on
different levels of the hierarchy (see advanced training documentation)

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Planning of the groups

This is a simple plan of some user groups.

When starting install the system take time to plan the user groups, queue groups, queues etc.

Agent groups should have only sufficient rights to corresponding queues through a queue group and team leader
groups should have sufficient rights only to corresponding user group and queue group.

User groups can also be hierarchical. Hierarchy can have several levels. There can be first line agents answering
the calls, back office agents helping during busy hours, experts on the third level etc.

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Add new administrators

 Make a copy of the user Admin account so that it is not the only administrator account in the SAP Contact Center system.
 There is an existing SAP note about how to create an emergency administrator if the password of administrator (Admin)
has been lost or account is deleted.
 Password can be also cleared to NULL directly in the database. More information about this from SAP Contact Center
support.
 Using personal logins in SC makes it easy to follow e.g. configuration changes by reading audit logs.

Admin user has all available administrative roles. Administrator users should have only the roles that they really need for daily work.

Like in this training example the supervisor user gets two additional roles from supervisor group it is recommended to use groups to give
users some additional roles; not assigning the roles directly to user. From the administrative point of view this is the easiest way to manage
all user rights. When creating a new user by copying an existing user the new user gets exactly the same rights and configuration as the
original user.

Basic configuration is now done. The complete SAP Contact Center system must be restarted.

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User rights vs. Access rights

Most objects (e.g. a queue) can be seen from two different points of view; who has certain access rights to the queue or
what user rights e.g. a user group, role or individual user has to a queue.

Example: Marketing queue, user rights and access rights.

User rights from user group settings: CC Supervisors group has a set of user rights to Marketing queue:

Access rights from queue settings: CC Supervisors group has a set of access rights to Marketing queue:

The same settings are listed in both views; rights to View, Modify, Delete, Manage, Serve and Manage Voicemails

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Restarting SAP Contact Center system after configuration

SAP Contact Center system runs after configuration but because some of the fundamental parameters like prompt paths
have been added during SC configuration the SAP Contact Center system is mandatory to restart. It should be done
stopping/inactivating all virtual units and then starting/activating them again. It is also recommended to restart the
Infrastructure Administrator user interface. HAC service in not needed to restart, it is configured in HAC node configuration
by default automatically restart during deployment operations.

Stop SAP Contact Center system - Inactivate

Set Infrastructure Administrator to Online – Monitoring Mode.

Stop (select Inactive) all virtual units one by one on Virtual Units level and wait until the virtual units show stopped (Inactive)

sign both on HAC Nodes level and Virtual Units level. All virtual units Inactive

Link to application help, Starting and Stopping Contact Center System:

http://help.sap.com/saphelp_bcm70/helpdata/en/11/14f60223b84c61ba7e12dd9cf14f63/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d25
08/frameset.htm

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Start SAP Contact Center system – Activate

Start (select Active) for all virtual units on Virtual Units level

and wait for running (Active) sign for all virtual unit(s).

All yellow exclamation marks and/or red X’s should disappear.

HINT:
Normal starting and stopping (Active/Inactive) of the virtual units
should be done always on Virtual Units level selecting virtual
units one by one.

Stopping (Inactive) and starting (Active) can be done in any


order.

Database virtual unit which is running on the SQL server


(CC00SQL) is needed only for database installation and upgrade.
It does not have to be Active because there is no executable
software in that virtual unit.

Stopping HAC service is not stopping any of the SAP Contact Center system components (CEM, CD, SIP bridge, MRS etc.).

If HAC service is not running the system is not monitored at all and there is no automatic recovery happening if something
fails. HAC service monitors the SAP Contact Center components that they are running as configured in system model file.
When HAC service starts it reads the system model file and checks that all components are running as configured, if not it
starts to make actions to make the system run according to the model.

Every time you make any changes to system it is very important to save the system model file when the SAP Contact Center
system is running as configured. Otherwise HAC can read an old version after restart and starts checking if the running
system matches the saved model.

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User interfaces
CDT (Communication DeskTop)

NOTE: In operative system administrators should arrange the installation of client workstation components using e.g.
Microsoft System Center Configuration Manager (formerly Systems Management Server, SMS) or any other remote
installation tool to install new versions of components automatically. Installation using a script (batch file) can be also used.

Client components can be found by default from software package in folder (in this training example from server CC00SQL):
C:\SAP\ContactCenter\Install\7.0.x.x\Client Workstation Components
(new versions of client components can be also released in hotfixes)

Client Components for end user PC/laptop:

terminal_Proxy.msi = the client end service that communicates with the CDT application (mandatory)

terminal_Core_7.0.x.x.msi = Actual terminal component (mandatory)

terminal_HS_xxx.msi = Driver for the xxx handset/headset (optional, to match your hand/headset)

mctabuff.msi = ClientCOM ActiveX component, required for Online Monitoring and telephony integration with
third parties

wvp.msi = Video ActiveX component of CDT, enables sending and receiving video stream (optional)

CalendarIntegration.msi = Outlook Calendar Integration component (optional)

Convergence V2.msi = Convergence installation package

terminal.msi = Complete package that includes all terminal_* packages (not recommended to install for a normal
user with one audio device, useful only when testing different audio hardware or using really several different
supported audio devices)

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In a live production environment you typically install the

 terminal_Proxy.msi
 terminal_Core_7.0.x.x.msi

packages, and then if needed the handset/headset driver package depending on your device.

Check the compatibility list to find out which package you should use.
http://service.sap.com/~sapidb/011000358700000701402011E

The following settings are the minimum changes required to the Medium level of the Internet Explorer 8/9/10 version security
settings for the SAP Contact Center system to work properly on end user PC/laptop.

Reset ‘Trusted sites’ security level to Medium (default) level and then make the following changes:

ActiveX controls and plug-ins


 Automatic prompting for ActiveX controls: Enable
 Initialize and script ActiveX controls not marked as safe for scripting: Enable

Miscellaneous
 Allow script-initiated windows without size or position constrains: Enable
 Use SmartScreen Filter: Disable
 Use Pop-up Blocker: Disable

User Authentication
 Logon
Select Automatic logon with current name and password.

Set the website IP address to be a trusted site, as per Workstation installation guide settings.

Trusted site setting can be the IP address


of the website or you can configure the IP
address in DNS server to match a name.
E.g. phone.acme.com in the picture.

Important! See all workstation installation instructions from: Client_Workstation_Installation_Guide.pdf

Link to document: (https://service.sap.com/~sapidb/011000358700000438382011E)

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If you have created SAP Contact Center certificates yourself on


local CA server, you need to install the <certificate_name>.p7b file
(the same file as for servers) on the PC/laptop where you
will be running CDT or Convergence.
See the chapter:
Install Trusted Root Certification CA certificate (.p7b file)

Browse the http://10.31.99.137/cdt page


Enter in the name of the user you created earlier: supervisor
using empty password, click Log On.

On the first time you login, you need to enter a new password. At least 8 characters long by default.

Then confirm it and click OK.

The CDT opens:

Typical first test calls:

 Make a test call e.g. from CDT to your Switchboard queue, number 1000, you should hear the first prompt (pre-recorded welcome
message) after 10 seconds
 Another test call can be made from CDT to a hard phone or to another CDT phone
 Third call can be done to some PSTN number, e.g. to a mobile phone
 Last test call could be a call from PSTN number to SAP Contact Center number, queue or user

To test callback functionality:

 open CDT using ‘supervisor’ account and log out from ‘Sales’ and ‘Sales Callback’ queues
 use e.g. the hard phone to call to 1001 number (Sales queue)
 after the welcome message when you hear that call is in queue press # key to leave the callback request
 after leaving the request log supervisor in ‘Sales‘ and ‘Sales Callback’ queues
 after a few moments the system allocates the callback call to agent and after the supervisor answers the call a new is made also to the
hard phone (the original caller who left the callback request)
 fill the information to default callback script and disconnect the call

NOTE: Virtual IP address of the web site (http://10.31.99.137:80/cdt in this example) can be linked to a friendly URL in DNS
service, e.g. http://phone.acme.com.

This kind of link is much easier to remember and use by the end users.

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CDT settings

In CDT Settings there are a lot of


parameters that are configurable. If the
text is greyed out it means that setting
has been locked in User Settings
Template level (Deny User-Level
Modifications).

Sample of a User Settings Template:

See more information from System Configurator  Application Help  User and Role Management  Using User Settings
Template.

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Communication DeskTop (CDT) user interface sizes

800 x 600

The differences of the sizes can be


seen best on the information area of
the directory view.

1024 x 768 (default size)

1280 x 1024

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Convergence

Install the Convergence component from SAP Contact Center software folder. Installation creates the shortcut on the
desktop.

Open the Convergence by double clicking the icon, click the Settings icon and configure the web site IP address to the
Host Address field. Additional settings on other tabs.

Common: Audio:

Contact Center: Queues:

Link to application help, Using Phone and Calendar Functions:

http://help.sap.com/saphelp_bcm70/helpdata/en/08/f92ef9066842dd960e7d621bbf6266/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d25
08/frameset.htm

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User Settings Template

Directory templates
- CC Supervisors and CC Agents are using the Advanced directory template by default
- Office Users are using the Basic directory template by default
- Expert Users are using Expert directory template by default

Basic: - shows only General tab


Advanced: - shows General and Details tabs
Expert: - shows General, Switchboard, Details, Additional info and Company tabs.

There are differences between templates what information is shown in visible tabs.

Here’s how ‘CC Supervisor’ User Settings Template of is connected to ‘Advanced’ Directory Settings Template.

Link to application help, Using User Settings Templates:

http://help.sap.com/saphelp_bcm70/helpdata/en/7c/71b54ea2f445f1b4ddda9efe1fae17/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d250
8/frameset.htm

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Directory Templates

Templates define the visible things in the CDT tabs. Directory templates can be edited to suit customer needs. View of
Advanced directory template:

You can select which


information is shown on
the left and right and in
which order the
information fields are.

Link to application help, Directory Templates:

http://help.sap.com/saphelp_bcm70/helpdata/en/2e/eea81fca3b41f68dff81466a3a6c6e/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d250
8/frameset.htm

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Directory information

By entering the information to directory fields you can use the information in CDT when expert users want to edit the
directory information of the users.

As an example here is ‘Company Address’ field having value ‘Keilasatama 5’.

Choose the appropriate value in the Enumerated field:


 None
No values are defined for the field in the Data Items blocks. This means that CDT users can themselves enter data into the field.
 Single
CDT users can only choose one value for this field. For example, the directory field “Department” has a value Single and its data items are “Marketing”,
“Sales”, and “HR”. A user can only have one of these departments listed in the “Department” field in CDT.
 Multiple
CDT users can choose several values for this field.

More samples in advanced configuration examples document.

Creating Directory Fields:

http://help.sap.com/saphelp_bcm70/helpdata/en/9c/d0f7893e414af5949b095618a939d7/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d25
08/frameset.htm

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Expert users have user rights to edit other users’ information. They can use the information in dropdown menu when editing
details for a user.

Some of the fields can include free text and all the fields can be used with search.

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Online Monitoring

SAP Contact Center Online Monitoring enables monitoring contact center functions such as agents, queues and service level. From the
version 7.0 it also enables viewing Outbound functions, and provides with the user interface for Reporting Administration.

 Summary is the default Monitoring view and it displays color-coded bar graphs, Current Day/Reference Day, and Agent Summary
views.
 Agent View displays detailed information about the searched agents and queues and enables opening the supervising dialog
window.
 Contact View displays information about the searched contacts. It also enables viewing detailed information of an individual
contact.
 Script View displays questions and answers collected in a call with a script, or in an opt-in or survey IVR.
 Outbound Campaign View displays monitoring data of current outbound campaigns.

Monitoring views

Agents’ Active Contacts


 View agents and their active contacts.
The number of simultaneous active chat contacts depends on the System Configurator settings.
 To view a contact’s details, click the Row number of the contact.
 To start supervising an agent, click the agent’s name in the view. You must have supervising rights, and the CDT must be open.

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Agent View offers view for agent statuses. With supervisors’ rights, it also enables changing agents’ queue and skill settings, and logging an
agent on as external. To launch the view, select Agent View from the navigation pane on the left.

Contact View displays searched contacts. It is also used for opening the dialog window for viewing detailed information about an individual
contact.

Script View displays questions and answers collected during or after a call that uses a script, or when an opt-in or survey IVR is used.

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OB Campaign View displays information about current Outbound campaigns in the system, and agents working in them.

The Queues view enables following tasks:

 To define how often queue information is updated, enter the number of seconds into the field above the columns and click the Update button.
The default value is 10. The application does not save the value, and you must re-enter it if you close the view and open it again..
 To choose the queues that are taken into account, select the CEM application or virtual application from the Application pull-down menu.
 To activate alarms for each queue, select the Alarm Activated selection box on the left of the queue name.
 To display the queue alarm limits and enable changing them, select the Show Alarm Settings box. The following alarms are in use:
o In Queue Alarm: The alarm occurs when the number of contacts in a queue exceeds the set limit. The default value is 5.
o Waiting Time Alarm: The alarm occurs when a customer’s waiting time in a queue exceeds the limit. The default value is 10 seconds.
o No. of Agents Alarm: The alarm occurs when the number of agents logged in the queue is below the limit, the default value is 5.
 To enable the Queues view popping up on all screens in the workstation when a queue alarm occurs, select the Enable Dialog Box for Alarms box.

Group statistic view: Users with Group Leader, User Administrator and System Administrator rights can view Groups Statistics view of the
groups they have rights for.

 To display the Group Statistics view, click the Groups button in the toolbar .
 If you click a group name in the Group Statistics view, the Agent View displays the agent statistics related to the group members, and the statistic
level fields in the toolbar display the Group selection value.
 To define the update interval, enter the number of seconds into the field above the columns and click the (Update) button. The default value
is 10. The application does not save the value, and you must re-enter it if you close the view and open it again.
 To update the values immediately, click the (Update) button.

Link to application help, Monitoring:

http://help.sap.com/saphelp_bcm70/helpdata/en/68/6e192da6594dbe8345ed94c5f22eda/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d25
08/frameset.htm

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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, address
translation etc. depending on the environment.
 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 Installing:


- Chat Portal Server
- 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 server running Windows 2008/2012.
In this example we are creating the internet chat web site to this same demo/test server.
In real life this site would normally be located in demilitarized zone (DMZ), accessible from internet.
Typically it would also need some firewall configuration to work. Connection between internet chat client and
chat portal server in the firewall must be configured properly.

Chat Server and Chat Portal Server

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

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

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

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

Using IA in Monitoring Mode inactivate the ACME_Website on Virtual Units level. Then switch to Deployment Mode.

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

 The default parameters of Chat Portal Server:

 On Virtual Units level right click the ACME_Website and select Synchronize Instances.
 Check that the virtual unit IP address binding is correct, IP address bindings are lost when synchronizing
 After that Apply Changes to Host (or Apply Changes to Local System) on the node level
 Save the system model (NOTE: at this point the website virtual unit is Inactive in the saved model file)
 Switch to Monitoring Mode, activate the ACME_Website on the Virtual Units level
 Save the system model (NOTE: now the website virtual unit is Active in the saved model file)

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\).

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 (port is not mandatory but informative for administrators):

…………….
<applicationSettings> The first 4 IP address
<ChatAS.Properties.Settings>
<setting name="ChatAS_ChatPortal_ChatPortal" serializeAs="String"> configurations are used with
<value>http://10.31.99.137:80/ChatPortal/ChatPortal.asmx</value> chat channel, configuring the
</setting>
<setting name="ChatAS_IciContainer_IciContainerService" serializeAs="String"> Chat Portal connection.
<value>http://10.31.99.137:80/ChatPortal/IciContainerService.asmx</value>
th
</setting> The 5 setting in this list is used
<setting name="ChatAS_IciItem_IciItemService" serializeAs="String"> with WebCallBack functionality
<value>http://10.31.99.137:80/ChatPortal/IciItemService.asmx</value>
</setting> which is a new feature in SAP
<setting name="ChatAS_IciChatSession_IciChatSessionService" serializeAs="String"> Contact Center 7.0. It is used to
<value>http://10.31.99.137:80/ChatPortal/IciChatSessionService.asmx</value>
</setting>
configure the OII connection.
<setting name="ChatAS_IciSystemService_IciSystemService" serializeAs="String"> (WebCallBack configuration
<value>http://10.31.99.139:80/OII/IciSystemService.asmx</value> example can be found on the
</setting>
</ChatAS.Properties.Settings> next page in the document.)
</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 as in queue configuration.

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Windows Server 2008 IIS 7 Configuration

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

Because of some new Windows 2008 IIS security features open the Sites, select ACME_Chat, double click the Request
Filtering, select Hidden Segments tab, select segment named bin:

Select Remove…

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

Click Connect as ...

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

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Configuration can be tested with Test Settings… button:

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

CRM Multi-Chat

SAP BCM 7.0 SP6 was the first version of SAP Contact Center that includes CRM Multi-Chat functionality when
SAP Contact Center is integrated with SAP CRM. There are default settings in User Settings Templates (CC
Supervisor and CC Agent) that might need changes when starting to use multi-chat.

In stand-alone SAP Contact Center system when agents are using only Communication DeskTop (CDT) there is no
multi-chat.

Example: CC Supervisor user settings template

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Chat prompts

Create all needed chat prompts (Busy, In Queue, Transfer, Queue full, Service closed and Welcome) to be used
with chat channel(s).

Example welcome prompt: Select Chat and Welcome Message from dropdown menus

Enter the information and add texts for the language(s) that you are using in the queue. English (US) is the default
language.

Save the prompt.

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Chat prompts could be something like this:

Chat Welcome: <font size="3" color="blue">Hi, You have contacted the ACME chat website.<BR> </font size="1"
color="black">
Chat In Queue: You are in the queue, please wait, our agent will be <BR>serving You soon. <BR><BR>
Chat Queue Full: Hi, we are very sorry; all of our agents are busy at the <BR>moment. Please try again later.
Thank You!<BR><BR>
Chat Closed: Hi, sorry but our service is closed. <BR>Please try again during our service time from 8:00 to 17:00.
<BR>Thank You.<BR><BR>
Chat Transfer: <font size="3" color="black">This chat conversation will now transferred to another chat
<BR>queue. Please wait a moment. <BR><BR>

You could have e.g. a common welcome message to all chat queues and then dedicated In Queue messages for different
queues same way as for phone queues.

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Schedule chat prompts

Select Schedules  Add New and select Chat Prompts/Queue

Schedule the new prompt for the chat queue as the default welcome message.

Do these steps to all prompts you create; In Queue, Queue Full, Service Closed etc.

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Serving in chat queue

 Open Communication DeskTop (CDT) using agent that has rights to server in chat queue
 Make a chat request to SAP Contact Center by Internet chat client URL:
http://10.31.98.139:80/chatas/chatform.aspx and enter the contact information.

Agent view of the chat conversation in CDT.

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Contacts can be seen on the History tab and double clicking the contact all the details of the conversation can be checked:

Double clicking the contact you can see the details and the converstation:

On the Dashboard tab are the statistics:

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Web callback

The new feature called ‘WebCallBack’ is included to the


Internet Chat Client package.
For that functionality you need to configure/edit several files.
You can find most of the files in the …ChatAs\Resources folder:

In most cases you need to edit the countries.xml, languages.xml, timezones.xml and queuesConfig.xml files.
Edit those file to have only the countries, languages and time zones that you need with your system.

 Sample of countries.xml. In the training environment we use PSTN in Finland:

<?xml version="1.0" encoding="utf-8" ?>


<countries>
<country code='fi' phoneCode='358' name='Finland' />
</countries>

 Sample of languages.xml. In the training environment we use English, Finnish and Swedish languages:

<?xml version="1.0" encoding="utf-8" ?>


<languages>
<language code="en">English</language>
<language code="fi">Finnish</language>
<language code="sv">Swedish</language>
</languages>

 Sample of timezones.xml. In the training environment we use Helsinki (Finland) time zone:

<?xml version="1.0" encoding="utf-8" ?>


<timezones>
<timezone code="2.00">(GMT +2:00) Helsinki</timezone>
</timezones>

 Sample of queuesConfig.xml. In the training environment we use Sales and Marketing queues:

<CallBackQueues>
<CallBackQueue number="1001" name="Sales">
<QueueSchedule Days ="0" starttime="15.00" endtime="24.00"></QueueSchedule>
<QueueSchedule Days ="1" starttime="10.00" endtime="24.00"></QueueSchedule>
<QueueSchedule Days ="2" starttime="5.00" endtime="24.00"></QueueSchedule>
<QueueSchedule Days ="3" starttime="09.00" endtime="24.00"></QueueSchedule>
<QueueSchedule Days ="4" starttime="09.00" endtime="24.00"></QueueSchedule>
</CallBackQueue>
<CallBackQueue number="1003" name="Marketing" selected="True">
<QueueSchedule Days ="0,1,2,3,4,5,6" starttime="09.00" endtime="17.00"></QueueSchedule>
</CallBackQueue>
</CallBackQueues>

You need to allow the callback calls to different number (by default it is not checked). The setting is in System Configurator 
System Services  Queue Callback Settings:

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Customer opens the URL: http://10.31.98.139/ChatAs/WebCallBackForm.aspx and fills the form and submits it.

Callback requests can be seen from URL: http://10.31.98.139/ChatAs/CallBackList.aspx.

Callback call is allocated


to agent CDT and agent
starts the call.

In Online Monitoring these calls can be


seen with Contact Type: CBR Out

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Reporting installation and configuration

You can find more information about reporting from SMP documentation:

http://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000741565&

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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). 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 because the HAC service
has been installed also to SQL server.

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

Installing Reporting databases

Set Infrastructure Administrator to Deployment Mode and create virtual unit for
reporting database, ACME_Reporting_DB.

Use Databases Virtual Unit template, select only Reporting Database Server
package to be installed and configure the variables, typically the database server
connection information (reporting db server, analysis server). In this example the
operative database server is the same as reporting database server, in productive
systems the reporting database server should be a separate server.

Install virtual unit by adding the instance to database server (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’.

NOTE: leave the ‘Reporting Database


Password’ field empty when using
Windows authentication.

NOTE: If you need to collect reporting


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

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Installing the reporting website

Reporting Services Configuration Manager

This configuration example is from SQL Server 2008 R2.

In this example we are using the default web site of 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 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 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

 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 website 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
Analysis Server Address or Name CC00SQL\ACME
OLAP Database Name on Analysis Services ACME_ContactCenter_OLAP
Reporting Services Instance Name or Path PATH:C:\Program Files\Microsoft SQL Server\MSRS10_50.ACME\Reporting Services *)
Reporting Services ‘Report Server’ Site Address HTTP://10.31.98.130:80/REPORTSERVER_ACME
Reporting Services ‘Report manager’ Site Address HTTP://10.31.98.130:80/REPORTS_ACME
Report Site Name on Reporting Services ACME ContactCenter Reporting
Windows User Account for Data Sources BCMTR\CCAdmin
Password of User Account for Data Sources ********** Windows password
Customer Name ACME (link to Customer name in ACME_Reporting_DB VU)
Product Documentation Website http://10.31.99.137:80/doc/ (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\MSRS10_50.ACME\Reporting Services

Install virtual unit by adding the instance to server and


selecting ’Apply Changes to Local System’.

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.

Open the Online Monitoring using Supervisor account, select Tools  Reporting Settings

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

You can also monitor the data transformation.

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Reports

Because of the default settings in Windows and SQL Server you may need to open Internet Explorer using ‘Run as
administrator’ selection to be able to see reports if you are doing this configuration locally on the server. 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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Personalizing System Configurator

You can create quick links to your most often used functionalities to Home page of System Configurator.

Open Personalize  Quick Links and create e.g. blocks for adding, searching, opening etc.

Link to application help, Personalizing User Interface:

http://help.sap.com/saphelp_bcm70/helpdata/en/d1/990e7d49874ff58e2e19092b0d7769/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d25
08/frameset.htm

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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 log level setting wizard can be found in SAP Contact Center 7.0 SP7.

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.

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 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.

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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.

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 selections for gateways 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 gateways and hard phones should have the same codecs and packet sizes selected in same order if possible.
Here are some samples from gateways 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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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 software packages installed in a
virtual unit always use the same software version. Hotfixes (patches) are dedicated to a specific base installation, and the entire software is upgraded by
changing the base installation.
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.
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.
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)
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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.
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.
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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. Also an audio or
a text file that is used accordingly. Examples:
“You are in queue. Your call will be answered as soon as possible.” and “To select the option 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 each step of a
customer contact and enter the customer’s responses in the script. The customer’s response dictates the next step that the script displays. These steps may
include questions with predefined answers, business transactions, or other activities.
Secure RTP
A secure (encrypted) RTP signal used within the SAP Contact Center system for transmitting audio signal between terminal clients and the MRS
component.

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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.
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.
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.

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).

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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.

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