BCM 7 Example SP3

SAP BCM 7.
0 SP3
Installation example for BCM training
SAP AG 2012
Table of Contents
Scope .............................................................................................................................................................................................. 5 Prerequisites ................................................................................................................................................................................... 5 Planning Server Roles and Requirements ...................................................................................................................................... 6 Planning System Model .................................................................................................................................................................. 7 Plan for test/demo environment ...................................................................................................................................................... 7 Example installation for BCM 7.0 training............................................................................................................................... 8 Default virtual unit template configuration ............................................................................................................................ 11 User Account Control (UAC) in Windows 2008 Server ................................................................................................................. 11 Certificates ........................................................................................................................................................................... 12 Install Trusted Root Certification CA certificate (.p7b file) .................................................................................................... 12 Connection Server certificate ............................................................................................................................................... 14 Edit Connection Server certificate information file ................................................................................................................ 14 Create Connection Server certificate request file ................................................................................................................. 14 Create Connection Server certificate with local CA .............................................................................................................. 15 Connection Server certificate installation ............................................................................................................................. 15 1. Install Connection Server certificate with wizard.......................................................................................................... 15 2. Install Connection Server certificate Command Prompt .............................................................................................. 15 Internal Server certificate ..................................................................................................................................................... 16 Edit Internal Server certificate information file ...................................................................................................................... 16 Create Internal Server certificate request file ....................................................................................................................... 16 Create Internal Server certificate with local CA .................................................................................................................... 17 1. Install Internal Server certificate with wizard ................................................................................................................ 17 2. Install Internal Server certificate with Command Prompt ............................................................................................. 17 Verifying Certificates ............................................................................................................................................................ 18 Data Execution Prevention (DEP) ................................................................................................................................................. 19 High Availability Driver .................................................................................................................................................................. 19 Procedure............................................................................................................................................................................. 19 Infrastructure Administrator (IA) .................................................................................................................................................... 20 HAC Node ..................................................................................................................................................................................... 21 Save the system model ........................................................................................................................................................ 23 Adding and configuring the virtual units with IA............................................................................................................................. 25 ACME_Database ................................................................................................................................................................. 25 BCM 7.0 database structure................................................................................................................................................. 28 ACME_Administrator ............................................................................................................................................................ 29 Binding virtual IP address to physical IP address ................................................................................................................. 30 ACME_Agents ...................................................................................................................................................................... 31 ACME_FrontEnd .................................................................................................................................................................. 32 ACME_Core ......................................................................................................................................................................... 33 ACME_PSTN ....................................................................................................................................................................... 34 ACME_WebSite ................................................................................................................................................................... 35 Activate Virtual Units ..................................................................................................................................................................... 37 System Configurator (SC) ............................................................................................................................................................. 38 Number range definition in System Management ................................................................................................................ 39 System Services ........................................................................................................................................................................... 40 Voicemail settings ................................................................................................................................................................ 40 External Agent Settings ........................................................................................................................................................ 40 CMC Settings ....................................................................................................................................................................... 41 Conference Settings ............................................................................................................................................................. 42 Recording Settings ............................................................................................................................................................... 42 Email Settings ...................................................................................................................................................................... 43 SMS Settings ....................................................................................................................................................................... 43 Batch Job Server Settings .................................................................................................................................................... 44 IP Desk Phone Settings ....................................................................................................................................................... 44 Queue Callback Settings ...................................................................................................................................................... 45 Prompt Settings .................................................................................................................................................................... 45 System Management .................................................................................................................................................................... 46 Number Range ..................................................................................................................................................................... 46 Authentication policy ............................................................................................................................................................ 46 Modules................................................................................................................................................................................ 47
SAP AG 2012
3
Channels, Voice ................................................................................................................................................................... 50 Channels, Email and Chat.................................................................................................................................................... 51 System Languages............................................................................................................................................................... 51 Call Switching ............................................................................................................................................................................... 52 Gateways ............................................................................................................................................................................. 52 Destination Routes ............................................................................................................................................................... 53 Global Switching Settings..................................................................................................................................................... 54 Reporting ...................................................................................................................................................................................... 55 Data Protection rules ............................................................................................................................................................ 55 Reporting Groups ................................................................................................................................................................. 55 Statistic Settings ................................................................................................................................................................... 56 Monitoring Templates ........................................................................................................................................................... 57 Directory Management .................................................................................................................................................................. 58 Presence Management ................................................................................................................................................................. 58 Settings ................................................................................................................................................................................ 58 Queue Management ..................................................................................................................................................................... 59 Phone queues ...................................................................................................................................................................... 59 Email queue ......................................................................................................................................................................... 61 Chat queue........................................................................................................................................................................... 62 Queue Groups ...................................................................................................................................................................... 63 Scheduling ........................................................................................................................................................................... 64 Skills ..................................................................................................................................................................................... 65 User and Role Management ......................................................................................................................................................... 66 Groups ................................................................................................................................................................................. 69 Users .................................................................................................................................................................................... 73 Opening the CDT (Communication DeskTop)............................................................................................................................... 79 Directory search ............................................................................................................................................................................ 81 Convergence................................................................................................................................................................................. 82 User Settings Template ................................................................................................................................................................ 83 Directory Templates ...................................................................................................................................................................... 84 Skill based routing......................................................................................................................................................................... 85 Chat Channel ................................................................................................................................................................................ 86 Chat Server and Chat Portal Server ..................................................................................................................................... 86 Internet Chat Client .............................................................................................................................................................. 87 Windows Server 2008 IIS 7 Configuration............................................................................................................................ 89 CRM Integration ............................................................................................................................................................................ 91 IVR Management .......................................................................................................................................................................... 95 Create a welcome wav file for custom IVR ........................................................................................................................... 96 Configure a prompt file ......................................................................................................................................................... 96 Configure a prompt............................................................................................................................................................... 96 Import IVR application .......................................................................................................................................................... 97 Outbound ...................................................................................................................................................................................... 99 Create a campaign ............................................................................................................................................................... 99 Script example ................................................................................................................................................................... 100 Running the campaign ....................................................................................................................................................... 103 Adding second Core virtual unit .................................................................................................................................................. 105 Adding an additional application server (HAC node)................................................................................................................... 107 BCM system................................................................................................................................................................................ 113 Reporting installation and configuration ...................................................................................................................................... 114 Reporting databases .......................................................................................................................................................... 114 Reporting website............................................................................................................................................................... 115 Reporting Services Configuration Manager ........................................................................................................................ 116 Standard Reports ............................................................................................................................................................... 120 Reporting user rights .......................................................................................................................................................... 121 Reports............................................................................................................................................................................... 123 Alarm Server ............................................................................................................................................................................... 125 Personalizing SC ........................................................................................................................................................................ 127 Personalizing Infrastructure Administrator .................................................................................................................................. 128
SAP AG 2012
COPYRIGHT
Copyright 2012 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, Informix, i5/OS, POWER, POWER5, OpenPower and PowerPC are trademarks or registered trademarks of IBM Corporation. Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or other countries. Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. MaxDB is a trademark of MySQL AB, Sweden. SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP NetWeaver, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. 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 and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. In this document the SAP Business Communications Management software is abbreviated as SAP BCM.
The latest official SAP BCM 7.0 documents are found from URL:
http://help.sap.com/bcm70
Documents can be found also from: SAP Service Marketplace Installation & Upgrade Guides
SAP AG 2012
Scope
The scope of this example installation is to install the BCM 7.0 system with minimal configuration. Note that this is an example installation, so it does not fully cover all the aspects of a production environment and high availability best practices. This installation is currently based on the 7.0 SP3 (7.0.3.0) build. Ensure you have the latest version of BCM software prior to starting installation. We will be installing the system for the fictional company ACME. Throughout this document we will be using ACME for the customer name. Replace it with your own customer/company name.
Prerequisites
This installation is for a single-server test/demo installation. Prior to installing BCM 7.0 software in this single server environment you need: Windows Server 2008 English Standard 64bit / SQL Server 2008 English Standard 64bit OR Windows Server 2008 R2 English Standard 64bit / SQL Server 2008 R2 English Standard 64bit OR Windows Server 2003 English Standard 32bit / SQL Server 2005 English Standard 32bit Install the SQL as per the Installation Guide, using a Case Insensitive collation such as Latin 1 General CI AS. Collation depends typically on language which is used. Note that Management Tools is needed, and if you want to install BCM Reporting select Analysis Services and Reporting Services to be installed but do not configure the Reporting Services. Microsoft IIS 6.0/7.0 (see installation guide for Role selecting for Windows 2008) Java SE Runtime 6, 32 bit edition MSDTC must be running. You might 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. The server should be a member of a domain but it is not mandatory. The server used in this example is joined to the BCMTR domain, and using BCMAdmin domain user. This BCMAdmin user is a normal domain user and local administrator on this server. When performing the installation, use this user to login to the server.
More information about prerequisite software can be found from BCM 7.0 Installation Guide. This installation example is done using Windows Server 2008 R2 and SQL Server 2008 R2. Some differences can be found with Windows Server 2008/2003 and SQL Server 2008/2005.
SAP AG 2012
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 eight hours a day. For systems with more than 20 agents, it is recommended to set up a redundant multi-server environment. The servers and other workstations can have the following roles in the system. Application servers are used for running various applications like the CEM server, call dispatcher, SIP bridge and so on. These applications cause more strain on the CPU capacity than disk I/O or memory. For large systems, it is useful to dedicate an entire server to one or two applications, but the hardware and software requirements are similar in all application servers. 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. 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.
Some symbols used in this document

Icon Meaning Caution Example Note Recommendation Syntax
SAP AG 2012
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 BCM 7.0 Master Guide
Plan for test/demo environment

The IP addresses are relating to this example in your environment use your own addresses. This example installation requires one static IP address for the server and 10 available IP addresses for virtual units. Address range used here is 10.31.99.13x and the subnet mask is 255.255.254.0 Server Name Server physical IP address The virtual units to be installed: ACME_Database ACME_Administrator ACME_Agents ACME_FrontEnd ACME_Core ACME_PSTN ACME_Website ACME_Reporting_Web ACME_Core2 ACME_Integrations BCM00\ACME 10.31.99.131 10.31.99.132 10.31.99.133 10.31.99.134 10.31.99.135 10.31.99.136 10.31.99.137 10.31.99.138 10.31.99.139 BCM00 10.31.99.130
(MRS in this virtual unit is for Server Side Recording) (MRS plays prompts to soft phones and hard phones)
(MRS plays prompts to calls from PSTN)
Additionally: ACME_Chat 10.31.98.130
More detailed installation example is found from BCM 7.0 Installation Guide. SAP AG 2012
Example installation for BCM 7.0 training
ACME contact center 40 users with phone numbers and voicemail numbers User groups CC Supervisors CC Agents Expert Users Office Users User roles CC Supervisor CC Agent Expert User Office User Different settings in Queues Skill Based Routing VoiceMail E-mail queue Chat queue IVR Services Menu IVR The purpose of this example is to install and configure BCM system for a customer called ACME with following items: Customer name: Queues: Switchboard Sales Sales Callback Marketing IVRs: External agent IVR number CMC IVR Number for Source Number Masking CMC Recording IVR Number CONFERENCE IVR number ETC IVR Number Callback queue IVR number Presence IVR number Custom IVR application number Other queues: Chat queue E-Mail queue ACME 1000 1001 1002 1003 1098 1097 1096 1095 1094 1093 1092 1090 ACME Chat ACME E-Mail chat@acme.com emailbox@bcmtr.com
BCM (Business Communications Management) system main components: CEM Server Call dispatcher Directory Server Connection Server Agent Server H323 Bridge for gateways SIP bridge for gateways SIP Bridge for hard phones External Terminal Controller for hard phones Media Routing Server(s) Data Collector Email Sender Batch Job Server Gateway(s) to public telephone network, so that calls that start with 0 are routed to it. Patterns, routes and destinations to be able to make calls out to PSTN
SAP AG 2012
Following diagrams showing different dependencies/connections between different components or functionalities are collected from BCM 7.0 Master Guide BCM 7.0 Installation Guide BCM 7.0 Security Guide
Hierachy of administrators and users.
SAP AG 2012
10
SAP AG 2012
11
Default virtual unit template configuration
User Account Control (UAC) in Windows 2008 Server

In this installation example 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 needs Internet Explorer to be run with Run As Administrator rights when used locally on the server. In this example we are using the default User Account Control (UAC) settings of Windows Server 2008 R2:
SAP AG 2012
12
Certificates A certificate is mandatory for the connection from Communication DeskTop (CDT) and System Configurator (SC) to the Connection Server (CoS). In this example installation we will also be using a certificate to secure the connection between BCM components, an Internal Server Certificate. NOTE: Internal Server certificate is not mandatory. Recommended syntax for certificate names is e.g: COS.<Customer_Domain_Name>: Connection Server Certificate = COS.ACME.COM Internal Server Certificate = BCM.ACME.COM
NOTE: When buying these certificates from commercial CAs the names must be registered in internet DNS servers. It can take a few days.
In this example document we are using Windows Server 2008 R2. Screen shots may differ with other operating systems. For customer installations in ASP environments it is recommended to use certificates issued by public Certification Authorities (CA), such as Thawte, Verisign etc. For internal, demonstration or training purposes you can set up a private certificate server using the tools included in the Microsoft Server software, and use a self-signed certificate. You can acquire certificates using tools on a public CA web page, or in the Microsoft IIS Manager, or follow the example below. The example is generic; always follow the instructions of the CA and certificate you have chosen to use.
Install Trusted Root Certification CA certificate (.p7b file) If you are using a local Microsoft Certificate CA Server export and download the trusted root certificate from that server and install it to the BCM server(s) where you want to install certificates made by this CA. (use name e.g. certnew.p7b and save it to e.g. D:\SAP\BCM folder) NOTE: This same certificate must be installed on all BCM servers if the Internal Server Certificate is used and it must be installed also to all workstations running BCM clients, Communication DeskTop (CDT) and Convergence. 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 D:\SAP\BCM\certnew.p7b file, click Next, Next, Finish.
The issuer of the certificate should now appear on the list of trusted CAs.
SAP AG 2012
13
Example template for Connection Server certificate:
Example template for Internal Server certificate:
These template files scan be found from D:\SAP\BCM\Install\7.0.x.x\Examples And Templates folder if you are using default installation path on D-drive.
With only the OID = 1.3.6.1.5.5.7.3.1 line the certificate can be used as an SSL server certificate. Ensures the identity of a remote computer. Used typically with Connection Server Certificate.
Adding the second OID = 1.3.6.1.5.5.7.3.2 line the certificate can be used also as an SSL client certificate. Proves your identity to a remote computer. Both OID setting lines are needed for Internal Server Certificate.
(More detailed information about certreq.exe command line parameters can be found from: http://technet.microsoft.com/en-us/library/cc736326(WS.10).aspx)
NOTE: Do not enter the country name but the two-character abbreviation defined in the ISO 3166 standard, for example Finland = FI, Sweden = SE, Germany = DE.
SAP AG 2012
14
Connection Server certificate
You can find the certificate templates by default from the folder: D:\SAP\BCM\Install\7.0.x.x\Examples And Templates Use these files when creating certificates. Make sure there is no empty line 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 newcert.inf to the D:\SAP\BCM folder. Start the Command Prompt using right click selection Run as administrator and change to the directory, where you saved the file above. Create Connection Server certificate request file Open Command Prompt and go to D: drive SAP\BCM folder. Execute the following command in command prompt using the file name you have created above: D:\SAP\BCM:\>certreq new newcert.inf newcert.req If everything goes as expected, the command does not write any response on screen, but a new file called newcert.req appears to the same folder. You will need this newcert.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 newcert.req file. When you receive the certificate save it with a name e.g. certnew.cer and continue from Install certificate with wizard or Install certificate with command prompt. SAP AG 2012
15
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 newcert.req file with Notepad and copy-paste the text into the Saved Request field NOTE: make sure that there are no extra empty lines after last line in the field after paste! Click Submit button. Click the Home link in the right upper corner of the web page 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 certnew.cer file to D:\SAP\BCM folder
Connection Server certificate installation Select one of the following options: 1. Install Connection Server certificate with wizard
OR Open MMC and select Personal, right click the Issued To area and select All tasks Import... Browse the D:\SAP\BCM\certnew.cer file, click Next, Next, Finish. you can import the certificate with Command prompt
2. Install Connection Server certificate Command Prompt

o o o Start the command prompt using selection Run as administrator and change to the directory, where you have the certificate files. Execute the following command in command prompt, using the name you chose above: D:\SAP\BCM:\>certreq accept certnew.cer
If everything goes as expected, the command does not write any response on the screen. The certnew.p7b and certnew.cer certificates are going to be installed on the application server(s) where the Connection Server is installed and running. Each application server where the Connection Server is running needs its own connection server certificate. Certificate can be also exportable. The certnew.p7b certificate is going to be installed also on workstations in which you are running BCM soft phones, Communication DeskTop (CDT) or Convergence. This certificate (certnew.p7b) is needed to tell to workstation that the server that has issued this Connection Server certificate (certnew.cer) is a trusted CA.
NOTE: If you buy/receive the certificate from e.g. Thawte or Verisign or any other official trusted CA, then you typically dont need to install anything on the workstations. The certificate can be also exportable so it can be installed to all servers where Connection Server is running.
SAP AG 2012
16
Internal Server certificate
You can find the certificate templates by default from the folder: D:\SAP\BCM\Install\7.0.x.x\Examples And Templates Use these files when creating certificates. Create the certificate request in a text editor, e.g. Notepad. Copy/paste the text into Notepad. Make sure there is no empty line 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. BCM.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 newcert2.inf to D:\SAP\BCM folder. NOTE: Ensure to name the file differently so you dont overwrite your previous certificate. Create Internal Server certificate request file Start the Command Prompt using right click selection Run as administrator and change to the directory, where you saved the file above. Execute the following command in command prompt using the file name you have created above: D:\SAP\BCM:\>certreq new newcert2.inf newcert2.req If everything goes as expected, the command does not write any response on screen, but a new file called newcert2.req appears to the same folder. You will need this file in the next phase. The request looks something like this:
-----BEGIN NEW CERTIFICATE REQUEST----MIID1jCCAz8CAQAwgZkxEDAOBgNVBAYTB0ZpbmxhbmQxEDAOBgNVBAgTB1V1c2lt YWExDjAMBgNVBAcTBUVzcG9vMRAwDgYDVQQLEwdUZXN0aW5nMTEwLwYDVQQKHigA VwBpAGMAbwBtAF8AQwBvAG0AbQB1AG4AaQBjAGEAdABpAG8AbgBzMR4wHAYDVQQD YQBwAGgAaQBjACAAUAByAG8AdgBpAGQAZQByA4GJhvcNAQEFBQADgYEAlCsy8S0q AQBmz4OVf6BSkFbwxfc92ejPBl7kbMJefoVaJZKpE5up6SxJBiDCZ2DrWTDKaW79 bX6x+0bWj3Wih39+/xTvL6weswnFhFgw/loTp/DECEESXPsyLv/cztrI3jTI+J+J ZGH4uL3QvJhWWEb78bd2imOa+1ebDX1V+w0= -----END NEW CERTIFICATE REQUEST-----
SAP AG 2012
17
If you buy a certificate from any commercial provider you should now get the certificate from there using the contents of the newcert2.req file. When you receive the certificate save the certificate with a name e.g. certnew2.cer and continue from Install certificate with wizard or Install certificate with command prompt. Create Internal Server certificate with local CA Open link: http://10.31.99.130/certsrv/ (replace the URL with your local Microsoft Certificate services server)
Click Request a certificate Click Advanced certificate request Click Submit a certificate request by using a base-64-encoded CMC Open the newcert2.req file with Notepad and copy-paste the text into the Saved Request field NOTE: make sure that there are no extra empty lines after last line in the field after paste! Click Submit button. Click the Home link in the right upper corner of the web page o These following steps are done on the CA server: 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 certnew2.cer to D:\SAP\BCM folder
Select one of the following options: 1. Install Internal Server certificate with wizard
OR Open MMC and select Personal, right click the Issued To area and select All tasks Import... Browse the D:\SAP\BCM\certnew2.cer file, click Next, Next, Finish. you can import the certificate with Command prompt
2. Install Internal Server certificate with Command Prompt

o o o Start the command prompt using selection Run as administrator and change to the directory, where you have the certificate files. Execute the following command in command prompt, using the name you chose above: D:\SAP\BCM:\>certreq accept certnew2.cer
If everything goes as expected, the command does not write any response on the screen. The Internal Server Certificate should be created and then exported to every server where BCM components are installed. More information about this in the chapter where an additional server is added to BCM system. Commands used during the creation of certificates:
SAP AG 2012
18
Verifying Certificates To check that the certificates are properly installed, you can use the Certificates MMC Snap-in. Procedure o In the Windows Start menu, select the Run option, type MMC and click the OK button. o In the MMC window, select File Add/Remove Snap-in. o Select Certificates then click Add. o In the Certificates snap-in dialog, select Computer account, click Next. o In the Select computer dialog, select Local computer: , click Finish. o Click Close, OK. In the left hand tree, navigate to Console Root - Certificates (Local Computer) Personal - Certificates. The new certificates should appear on the list on the right side. It can be identified by the Issued To column.
Notice the yellow Key on the icons. If the key is missing the certificate does not work. (In Windows 2003 server you dont see the key symbol but there is also this information about the private key)
IMPORTANT NOTE! Make a reminder in your calendar about expiration dates of the connection server certificate and internal server certificate. If the certificate(s) expire the BCM system cannot be used. Remember also that the issuer certificate(s) can expire.
SAP AG 2012
19
Data Execution Prevention (DEP)

In BCM 7.0 SP02 and later 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. 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 BCM 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.
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 BCM 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 BCM system uses. 3. Right-click that connection and choose Properties. Properties for the network connection are displayed. 4. Click the Install button. A feature list is displayed. 5. Choose Protocol and click the Add button. The Select Network Protocol view is displayed. 6. Click the Have Disk button, the Install From Disk dialog is opened. 7. Click the Browse button, go to the \Install\7.0.x.0\High Availability Driver\contents folder, choose the BcmHaDriver.inf file and click the Open button. The dialog closes and Select Network Protocol dialog opens. 8. Select BcmHaDriver and click OK. The BcmHaDriver is now installed and you can close any remaining dialogs.
SAP AG 2012
20
Infrastructure Administrator (IA)

Installing Infrastructure Administrator (IA)
In this example we are using D:\ drive to install the BCM software. Copy 7.0.x.x build to local recommended install folder D:\SAP\BCM\Install
Browse to folder D:\SAP\BCM\Install\7.0.x.x\Infrastructure Administrator. Double click BCM Infrastructure Administrator 7.0.msi Enter in the information for the location of: - Home Directory for BCM Software - Install Media Directory for BCM Software - Log directory for Infrastructure Administrator Change the paths to start with D:\SAP\BCM\... Click Install Once the installation is completed, there will be an Infrastructure Administrator icon on the desktop. Double click this, and it brings up the window as per below.
SAP AG 2012
21
HAC Node
The first step in installation is to add the HAC node(s), the application servers. Right click HAC Nodes, Select Add HAC Node... Enter in: Name of the HAC Node IP Address for the HAC Node Name of your server, in this example its BCM00 Physical (static) IP address (10.31.99.130) of your server Click OK.
Right click your new HAC node BCM00, and select Set as Local HAC Node.
Leave this path as default and click OK.
Right click BCM00 and select Change Base Installation...
Select the correct base installation version and click OK
SAP AG 2012
22
In the right hand pane, expand the block Deployment Variables for High Availability Controller. Edit the properties: HAC Administration Users Internal Server Certificate Common Name Internal Server Certificate Issuer Client Certificate Common Name Client Certificate Issuer HAC Service Logon User Account Password for HAC Service Logon User Account BCMTR\BCMAdmin BCM.ACME.COM BCM00CA COS.ACME.COM BCM00CA BCMTR\BCMAdmin ******** (the Windows password)
Click Save
Note: There is a Volatile field, the password is not saved if/when you close the IA user interface. So if you make changes to this virtual unit in the future, then you will need to enter the password again. Right click on BCM00 (local @ 7.0.x.0), and select Apply All Changes to Local System
HAC Service with correct user name has now been installed.
SAP AG 2012
23
Go to Start All Programs Administrative Tools Services. Scroll down to SAP BCM HAC BCM00 and check that the service has the correct Log On As user BCMTR\BCMAdmin
Save the system model In Infrastructure Administrator, click File Save As...
Select the location D:\SAP\BCM\VU\BCM00\etc, enter File Name Model and click Save
Select Connection Connect...
Enter in: User Name = BCMTR\BCMAdmin, Password = Windows password Certificate Name = COS.ACME.COM, then click Connect
Select Connection Monitoring Mode
SAP AG 2012
24
After a short while the HAC node(s) appear with green arrow if the configuration is correct. This step ensures that Infrastructure Administrator can communicate with (all) HAC Node(s). If green arrows dont appear, recheck your configuration. HAC log is typically the first place to start the troubleshooting. When Infrastructure Administrator (IA) and High Availability Controller (HAC) start to communicate HAC creates automatically two files into the D:\SAP\BCM\VU\<nodename>\etc folder: hacmodel_<nodename>.xml backupmodel_1.xml
The version number of backupmodel_#.xml increases every time when IA saves the system model and HAC creates a new backupmodel file and starts to use the latest version. In Monitoring mode you can monitor and control the BCM system. You can start and stop (Active and Inactive) virtual units or switch manually a virtual unit from one node to another. When all HAC Nodes appear with green arrows click Connection Deployment mode In Deployment mode you can edit existing virtual units and add new virtual units for the BCM system.
NOTE: Housekeeping, the old backupmodel_xxx.xml files should be deleted from this folder periodically.
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.
SAP AG 2012
25
Adding and configuring the virtual units with IA

ACME_Database Databases virtual unit includes by default five different database installation packages.
Typical (minimum) information needed by database packages: Time zone Connection information for SQL server(s) Configuration database name Database collation Database user name
Right click Virtual Unit Add Virtual Unit... select the Base installation, select Databases Virtual Unit
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: Maintenance Address or Name of the Database server for Configuration Database Configuration Database Name
BCM00\ACME ACME
Configuration Database User Name This field should then show: Configuration Database User Name Database Collation (immutable): Default Time Zone SAP AG 2012
click on arrow next to the field, scroll down and select Variable for HAC_SERVICE_USER, click OK.
{[BCM00].[HAC_SERVICE_USER]} Latin1_General_CI_AS
(UTC+02:00) Helsinki, Kyiv, Riga, Sofia, Tallinn, Vilnius (Europe/Helsinki)
26
Variables for Configuration Database Server: PSTN Ranges
1000-1099
Click Save Click Yes that you want to apply the values anyway.
Right click Instances under ACME_Database, select Add Instance BCM00 (the name of your HAC node)
Make sure in all virtual units that all variables like $DB_SERVER_CONFIGURATION$ have a real value on the HAC node level. See next pictures.
Virtual unit level:
HAC node level, after adding Instance, variable names have now real values:
Exception: the web site names and log paths can have a variable value on HAC node level:
SAP AG 2012
27
Now the virtual unit is added under the BCM00 server node in HAC Nodes section. Right click ACME_Database under this node, and select Apply Changes to Local system. (If you have more than one server you can remotely install software to selected node(s) by selecting Apply Changes to Host) This installation might take a few minutes. If you are installing databases locally on the SQL server command prompt windows like this may open. If the SQL server has HAC running and it is configured to system model the installation can be done remotely. The HAC instance on the SQL server is doing the installation and no command prompt windows are shown.
When selecting Apply Changes to Local System the IA is doing the installation. When selecting Apply Changes to Host the HAC is doing the installation. Virtual Unit Administrator (VUA) from the BCM 6.0 is integrated to IA and HAC. This makes remote installations possible.
After this step has completed, you can open the SQL Management Studio on the SQL server and check that the databases ACME, ACME_Directory, ACME_Monitoring, ACME_Monitoring_History, ACME_Operative and ACME_Outbound have been created. Also four jobs should have appeared related to the customer ACME.
SAP AG 2012
28
In production systems the databases are typically installed to dedicated SQL servers.
BCM 7.0 database structure
Operative database server
Reporting database server
Configuration database Operation database Directory database Outbound database Monitoring database Monitoring history database
Virtual Warehouse Unit (VWU) Data Staging Area (DSArea) OLAP Database
SAP AG 2012
29
ACME_Administrator Administrator virtual unit template consists of Agent Server (AS), Batch Job Server (BJS), File Replication Server (FRS), Chat Server and Directory Server packages.
Agent Server is used by System Configurator Batch Job Server takes care of directory rebuild/synchronization, licence reporting, message/file/outbound campaign cleaning and database related things File Replication Server can be used to e.g. to copy voicemail files between different locations Chat Server is used to handle chat requests Directory Server is used by CEM Server to show directory information to users/agents.
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
Next add in the other virtual units. 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.xx1) and subnet mask then click OK. Under ACME_Administrator, click on Software, and Edit button. Enter in the following information: Common Variables: Reporting Database Server Address or Name Reporting Database User Name Server Connection Security: Internal Server Certificate in Use Internal Server Certificate Common Name Internal Server Certificate Issuer Variables for Agent Server: Agent Server Mode Product Documentation Web Site Variables for Batch Job Server: Customer Name
BCMxx\ACME (in this training example the same SQL server is

used for reporting)
Click on link
and select
HAC_SERVICE_USER
Tick BCM.ACME.COM BCM00CA
(make sure that this is ticked)
Administration Mode http://10.31.99.xx6:80/doc/
ACME
All other variables have the default settings inherited from other earlier configured virtual units. Click Save Click Yes, that you want to apply the values anyway. The missing values dont prevent the installation. SAP AG 2012
30
Right click on Instances, and select Add Instance to node BCMxx Click OK, that you want to Proceed with adding the virtual unit instance? Right click ACME_Administrator under the BCMxx node, select Apply Changes to Local System
Binding virtual IP address to physical IP address
On HAC node 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 which can be any of the configured network connections.
SAP AG 2012
31
ACME_Agents Agents virtual unit template consists of Agent Server (AS), External Terminal Controller (ETC) and Media Routing Server (MRS) packages. Media Routing Server in this virtual unit is for server side recording, Agent Server is used by System Configurator and ETC is used by hard phones.
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 Media Routing Server parameters (in this example this MRS is only for Server Side Recording)
Right click the Virtual Unit Add Virtual Unit, select the Base installation, 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. TIP! If youve already added in a virtual unit containing an IP address and subnet mask, these can be found from the
dropdown. This makes it easier to type in, and remember the last used IP address in a range.
Common Variables: Server Connection Security: Internal Server Certificate in Use Internal Server Certificate Common Name Internal Server Certificate Issuer Variables for Agent Server: Agent Server Mode Reporting Database Name
Phone User Mode

Click on link
and select VU_DB_REPORTING_NAME
variable = ACME_VWU then the value in IA will be: {[ACME_Administrator].[VU_DB_REPORTING_NAME]}
Variables for Media Routing Server: Available Slots for Prompts Port Area for Prompts Use for Server-Side Recording
(remove the value 200 from the field because this MRS is used for recording in this example) (remove the value 8000 from the field because this MRS is used for recording in this example)
Tick
All other variables have the default settings inherited from other virtual units. Click Save Click Yes, that you want to apply the values anyway. The missing values dont prevent the installation. Right click on Instances, and select Add Instance to node BCM00 Click OK, that you want to Proceed with adding the virtual unit instance? Right click ACME_Agents under the BCM00 node, select Apply Changes to Local System
(remember to bind the virtual IP address on the HAC node level to correct physical IP address)
SAP AG 2012
32
ACME_FrontEnd Front-End virtual unit template consists of SIP Bridge, Media Routing Server (MRS) and Connection Server (CoS) packages.
Media Routing Server in this virtual unit is for playing the prompts to soft phones and hard phones CoS is used by soft phones and System Configurator SIP Bridge is used by hard phones
Typical (minimum) information needed by software packages: IP address of the virtual unit Connection information for SQL server(s) and databases Certificate name and issuer for Internal Server Certificate Certificate name and issuer for Connection Server Certificate
Right click the Virtual Unit Add Virtual Unit, select the Base installation, select Front-End Virtual Unit Enter the name ACME_FrontEnd and click OK. Add in the IP address (10.31.99.133) and subnet mask then click OK. Click on Software, Edit, and add in following information: Common Variables: Server Connection Security: Internal Server Certificate in Use Internal Server Certificate Common Name Internal Server Certificate Issuer Variables for SIP Bridge: Display Names in SIP Messages Variables for Media Routing Server: Use for Server Side Recording Variables for Connection Server: Certificate Common name (CoS)
Click on link
Tick
Untick
(this MRS is not doing recording)
and select HAC_CLIENT_CERT_ISSUEDTO
variable
= COS.ACME.COM
and select HAC_CLIENT_CERT_ISSUEDBY
Certificate Issuer (CoS)
Click on link
variable
= BCM00CA
All other variables have the default settings inherited from other virtual units. Click Save Click Yes, that you want to apply the values anyway. The missing values dont prevent the installation. Right click on Instances, and select Add Instance to node BCM00 Click OK, that you want to Proceed with adding the virtual unit instance?. Right click ACME_FrontEnd under HAC node and select Apply Changes to Local System.
SAP AG 2012
33
ACME_Core Core virtual unit template consists of CEM Server, Call Dispatcher and Data Collector packages.
CEM Server handles call allocating Call Dispatcher handles call switching and routing Data Collector handles the connections to different databases
Typical (minimum) information needed by software packages: IP address of the virtual unit Connection information for SQL server(s) and databases Certificate name and issuer for internal server connections RTP packet length
Right click the Virtual Unit Add Virtual Unit, select the Base installation, select Core Virtual Unit Enter the name ACME_Core and click OK. Add in the IP address (10.31.99.134) and subnet mask then click OK. Click on Software and check the following information: Common Variables: Server Connection Security: Internal Server Certificate in Use Internal Server Certificate Common Name Internal Server Certificate Issuer
All other variables have the default settings inherited from other virtual units. Notice the RTP Packet length in MS setting. This is the system wide packet length setting. Remember to change it if you are using other packet length.
Click Save Right click on Instances, and select Add Instance to node BCM00 Right click on ACME_Core under HAC node and select Apply Changes to Local System.
SAP AG 2012
34
ACME_PSTN PSTN virtual unit template consists of SIP Bridge, H323 Bridge, Media Routing Server and Prompts packages.
Bridges are used to connect BCM system to 3 party PSTN gateways or other systems using bridge connections like OCS/Lync Media Routing Server in this virtual unit is for playing the prompts to PSTN Prompts are the default audio messages played to callers
rd
(In operational system, if you dont use both type (H.323 and SIP) gateways mixed in same virtual unit, remove the unnecessary bridge from configuration.) Typical (minimum) information needed by software packages: IP address of the virtual unit Connection information for SQL server(s) and databases Certificate name and issuer for internal server connections
Right click the Virtual Unit Add Virtual Unit, select the Base installation, select PSTN Bridges Virtual Unit. Enter the name ACME_PSTN and click OK. Add in the IP address (10.31.99.135) and subnet mask then click OK. Click on Software and check the following information: Common Variables: Server Connection Security: Internal Server Certificate in Use Internal Server Certificate Common Name Internal Server Certificate Issuer
Click Save Click Yes, that you want to apply the values anyway. The missing values dont prevent the installation. Missing values are related to certificate for SIP bridge. It is not mandatory. Right click on Instances, and select Add Instance to node BCM00 Click OK, that you want to Proceed with adding the virtual unit instance? Right click on ACME_PSTN under HAC node and select Apply Changes to Local System.
SAP AG 2012
35
ACME_WebSite WebSite virtual unit template consists of web site including all necessary web services. In large systems these components could be separated to dedicated virtual units. The template consists of Web Clients, Monitoring Web Clients, Remote Administration Tools, Product Documentation, Web Server and Email Sender packages. (Later in this example the Chat Portal Server is also included into this virtual unit.)
Email Sender is used to send email messages like voicemail notifications and email channel replies using the local SMTP server in the operating system. Other packages here are creating the 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, select Website Virtual Unit Enter the name ACME_Website and click OK. Add in the IP address (10.31.99.136) and subnet mask then click OK. Click on Software, Edit, and add in following information Variables for Web Clients: 1st Connection Server Connection server IP address Click on link and select ACME_FrontEnd virtual unit (ACME_FrontEnd virtual unit IP address:10.31.99.133)
Connection Server Certificate Common name
Click on link COS.ACME.COM
and select
HAC_CLIENT_CERT_ISSUEDTO variable
You can use the filter functionality in Variable Relationship Management window: Type name COS.ACME.COM to field and hit Enter. Use the same selection as earlier in other virtual units.
Variables for Monitoring Web Clients:
SAP AG 2012
36
Reporting Database Name
Click on link
and select VU_DB_REPORTING_NAME
variable
= ACME_VWU
Variables for Remote Administration Tools: Connection server IP address Click on link
and select ACME_FrontEnd virtual unit
(ACME_FrontEnd virtual unit IP address:10.31.99.133)
Connection Server Certificate Common name
Click on link COS.ACME.COM
and select
HAC_CLIENT_CERT_ISSUEDTO variable
Variables for Product Documentation: Select documentation languages to be extracted and installed. Variables for Web Server: Windows User Account for Running Web-Related Processes
Password of Windows User Account for Running Web-Related Processes
Click on link and select HAC_SERVICE_USER Enter the Windows password
Note: Field with this symbol is a Volatile field, the password is not saved if 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 the password is prompted. Variables for Email Sender: Server Connection Security: Internal Server Certificate in Use Internal Server Certificate Common Name Internal Server Certificate Issuer Click Save Right click on Instances Add Instance BCM00 Right click ACME_Website under HAC node and select Apply Changes to Local System.
After it has finished you can check that the website has been successfully created by opening Internet Information Services (IIS) Manager.
SAP AG 2012
37
Activate Virtual Units

Click File Save Click Connection Monitoring Mode
After a short while, all the red icons
should turn first to yellow
and then green arrows
. Green arrow shows 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, same icon is Near failure symbol on virtual unit level. Click the Save button after all of your virtual units are green.
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 because some additional configuration is still missing and it will be done a little bit later using System Configurator (SC).
SAP AG 2012
38
System Configurator (SC)

The System Configurator (SC) application is part of the SAP Business Communications Management (BCM) software, it enables a flexible administration and configuration of your system. Instead of several applications, SC provides one administration user interface with which you manage the following things: System-related settings such as built-in functions and channels Call switching Reporting Scripts Directories Presence information Queues Outbound campaigns Interactive voice responses Users and roles Data import and export
Set your BCM website 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://10.31.99.136/remoteadmin This will bring up the following page. There is two launching links, remote Infrastructure Administrator and remote System Configurator. Click on the Launch button for System Configurator
UserName Password Click Log On
BCM.Admin 12345678
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 e.g. 11111111. Enter the same password in the Confirm New Password field below and click OK.
SAP AG 2012
39
NOTE: If you use the same SC for several BCM systems you can configure different connection parameters and save them. Click the button next to Connection Enter information as follows: For example: Connection name IP Address Port Certificate Click Save
IP address and port of the Connection Server in FrontEnd virtual unit. Certificate common name (IssuedTo)
ACME 10.31.99.133 21002 COS.ACME.COM
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 not mandatory to give PSTN number ranges in Infrastructure Administrator (IA) when installing databases. In this example we are using this kind of ranges.
Number Range:
Open System Management Number Range Subranges section, enter in the following: Start: 1000 End: 1009 Click the Start: Start: Start: Start:
Type: Queue
button to add this sub range, and do the same for the follow additional sub ranges. 1010 1050 1090 1092 End: End: End: End: 1049 1089 1091 1099 Type: Agent Type: Voicemail Type: Custom-Made IVR Type: Built-in IVR
Click Save
SAP AG 2012
40
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.
Configure the voicemail settings. System E-Mail Address CEMServer@acme.com File Location D:\SAP\BCM\VU\ACME_PSTN\prompts\Voicemail Include Voicemail Message in Notification E-Mail Tick
Click Save
in this configured folder there must be a folder called Message in this training example we are using this folder because it is created already in running operative system this could be also a shared folder on a file server, e.g. \\SERVER\VM\
External Agent Settings This IVR application is used with the CALLCENTER application. It allows accounts 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). Configure the External Agent IVR application settings. Double click the line under Extension Numbers. Enter number 1098 for External Agent IVR application.
Click Save
SAP AG 2012
41
CMC Settings Communication Mobile Client (CMC) enables using SAP Business Communications Management (BCM) on a mobile phone. It offers most of the same functions as Communication Desktop (CDT) and Convergence, such as directories, presence and queue functions, and connection to Online Monitoring and Reporting. The functions that are specific to this application enable: Linking BCM presence profiles and phone's profiles Phone diverting number administration Call Routing and Source Number Masking services. Call recording into own voicemail box. Mobile presence.
Configure the CMC (Communication Mobile Client) settings. Connection Servers Erase the information currently in the line. Click on the pencil , and this brings up possible selection(s), select ACME_FrontEnd and click Add, then close the window. 4 (depends on the system) 095460,+35895460 112,999,911 1097 1096
(depends on the system) (add your emergency numbers)
Internal Number Length
Internal Number Prefix Emergency Numbers IVR Number for Source Number Masking Recording IVR Number
Click Save
SAP AG 2012
42
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. Configure the Conference IVR application settings. Click in the field, and enter the number 1095 for Conference IVR application.
Click Save
Recording Settings Configure the recording settings. File Location Recording mode D:\SAP\BCM\VU\ACME_PSTN\prompts\Voicemail\Rec
(Path for recordings, in live systems typically a SAN or network drive using UNC path)
Specified for User, Queue or Campaign (this gives the freedom for users to select)
Click Save
in this training example we are using this folder because it is created already in operative system this could be also a shared folder on a file server, e.g. \\SERVER\REC\
SAP AG 2012
43
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. The outbound e-mails are stored in the database and sent to a SMTP server by the E-Mail Sender component.
Configure the email server for receiving emails to email channel. Double click in fields to change settings: Name IP Addresses Port Bind to IP IMAP Folders Click Save POST 10.31.99.253 143 Virtual Unit IP Root
(select from dropdown) (select from dropdown)
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.
Configure the SMS channel for receiving SMS messages. Destination sms@acme.com
(incoming SMS messages can be handled as emails)
Click Save
SAP AG 2012
44
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.)
Configure the default setting for Batch Job Server Tick:
Synchronize Default Directory Group: All BCM Users Synchronize Default Directory Group: All BCM Queues
Click Save
IP Desk Phone Settings This IVR application plays prompts telling if the status or profile change in hard phone was successful or not. NOTE: ETC IVR Number is mandatory when hard phones are used in BCM system. Configure a number for ETC IVR application. ETC IVR Number 1094
Click Save
SAP AG 2012
45
Queue Callback Settings With this IVR application the callers can leave a callback request while queuing. Configuration is done on the queue level. (see the Sales queue configuration in chapter Queue Management)
Configure the Queue Callback IVR application settings. IVR Number 1093
Click Save
Prompt Settings Configure prompt settings. (prompt path can be a local path or a shared folder on a file server e.g. \\SERVERNAME\prompts) File Location D:\SAP\BCM\VU\ACME_PSTN\prompts
Click Save
in this training we are using this folder because it is created already by installation of Prompts package in operative system this could be also a shared folder on a file server, e.g. \\SERVER\prompts\
SAP AG 2012
46
System Management
Number Range To see the numbers already allocated you can click the Search button
Authentication policy
Default Password Policy and Session Policy settings:
SAP AG 2012
47
Modules Module configuration. Configuring Media Routing Servers (MRS) to play prompts and make recording. Click Search. This brings up a list of the currently created modules. Double click the ACME_PSTN row containing the Media Routing Server (MRS). This enters into the detailed view for that component.
In Available Modules block highlight the two rows containing virtual unit name ACME_PSTN items (select with Ctrl-key pressed), and click the arrow to move the modules into the Selected modules.
This means that the Media Routing Server in ACME_PSTN virtual unit plays prompts for the devices connected to SIP bridge and H323 bridge in the ACME_PSTN virtual unit. Typically these are gateways connecting BCM system to PSTN or PBX.
Click Save and Close. SAP AG 2012
48
Double click the ACME_FrontEnd 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_FrontEnd items, and click the modules into the Selected modules. arrow to move the
This means that the Media Routing Server in ACME_FrontEnd virtual unit plays prompts for the devices like hard phones connected to SIP bridge in ACME_FontEnd virtual unit and for ETC in the ACME_Agents virtual unit and for the softphones controlled by Call Dispatcher in ACME_Core virtual unit. Click Save and Close.
SAP AG 2012
49
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. This MRS makes recordings from all kind of devices and soft phones but does not play prompts. Click Save and Close.
Double click the ACME_Agents row containing the External Terminal Controller (ETC). Click ACME_FrontEnd 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_FrontEnd 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 gateways.
SAP AG 2012
50
Channels, Voice Default settings for all voice queues. These defaults are inherited to all voice queues and can be changed on queue level.
SAP AG 2012
51
Channels, Email and Chat 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.
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)
SAP AG 2012
52
Call Switching
Gateways Configuring 3rd party gateways to be able to make calls to PSTN. Click on the Gateways section, and click Name Description IP address Bridge Edit Incoming B Number (In mask) . Select SIP and click OK. Enter the information:
Mediant Audiocodes Mediant 1000 10.31.99.250 SipBridge ACME_PSTN ####
(from dropdown)
Select SIP parameter values needed for your system:
Click Save and Close.
Click on the Gateways section, and click information: Name Description IP address Bridge Edit Incoming B Number (In mask)
. Select H.323 and click OK. Enter the
IP3000 Innovaphone 10.31.99.249 H323Bridge ACME_PSTN ####
(from dropdown)
SAP AG 2012
53
Destination Routes
To make it possible to call out to any PSTN or mobile number you need to configure destination routes. Click on Destination Routes. Click
Basics block:
Name Description Priority Type: Calls Out Calls out from Mediant Least Recently Used (LRU)
NOTE: These following examples are used in our local training environment. Every environment needs its own settings.
Create following patterns Normal call out +358 to 0 Emergency number Name: Call Out (#*) +358* 112
any unknown number not configured to be in BCM system changing Finnish country code to 0 e.g. 112, 991, 999 Pattern: #* +358* 112 Edit Mask: * 0* 112
Description: Calls out, any unknown number +358 to 0 Emergency number
Destinations block: Gateway Click Save and Close.
Mediant 10.31.99.250
SAP AG 2012
54
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.
SAP AG 2012
55
Reporting
Data Protection rules Depending on your needs or local requirements, there are different ways to hide or display data in online monitoring and reporting. Click on Data Protection Rules, and double click Common Data Protection Rules. NOTE! If 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 .
Reporting Groups
Create a reporting group called ACME Agents. This is a group that is used in Communication DeskTop (CDT) Dashboard view as the Group.
SAP AG 2012
56
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 external phone numbers in online monitoring select applications to reporting include MTD calls to reporting
SAP AG 2012
57
Monitoring Templates
Templates allow you to define the same summary graphs view on the Online Monitoring user interface for selected users and/or user groups. A default template is available in the system. You can copy that and make your own modifications to it, or you can create your own templates from scratch.
Values shown in Online Monitoring:
SAP AG 2012
58
Directory Management
There is two default groups created when installing the system, BCM Queues and BCM Users.
NOTE: By default only Expert User role (switchboard agent) has the Modify right to directory groups. This means
that only those persons who have this role can edit the user information using Communication DeskTop (CDT).
Presence Management
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.
Default Profiles: Settings
Configure the Presence IVR application. Click Presence Management Settings Numbers block: Enter number Click Save SAP AG 2012 1092
59
Queue Management
Configure the queues. In this example we create four phone queues, email queue and chat queue. Switchboard queue for ACME company Sales queue which has automatic recording on Marketing queue
Phone queues On Queue Management Queues click . Select Type Phone Queue and click OK. Create the Switchboard, Sales and Marketing queues with following settings.
Basics block: Name: Description Ordinal Prompt Language Time Zone Critical Time Queue Mode Ringing Time Script Opening Type Directory Synchronization ------------------------------------Numbers/Addresses block: Number Extension Language ------------------------------------Contact Management block: Queue size Callback Queue Number Max. Waiting Time Extension for Default Queue 120 10 10 1002 90 1000 Forward when Maximum Waiting Time Has Elapsed 1093 Tick 60 1000 Forward when Maximum Waiting Time Has Elapsed 10 1000 English (UK) 1001 English (UK) 1002 1003 English (UK) Tick Tick Switchboard SB queue 1 English (UK) Europe/Helsinki 20 (seconds) Auto-Allocation 10 (seconds) Sales Sales queue 10 English (UK) Europe/Helsinki 20 (seconds) Auto-Allocation 10 (seconds) Default Callback script When Contact Answered Tick Auto-Allocation Sales Callback Callback queue 11 English (UK) Europe/Helsinki Marketing Marketing queue 12 English (UK) Europe/Helsinki 20 (seconds) Auto-Allocation 10 (seconds)
Forwarding Options Forwarding Number after DTMF Character Record Queue Calls -------------------------------------Voicemail and Notification Call Settings block: Voicemail Number 1050
1051
1053
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.
SAP AG 2012
60
Picture of Switchboard queue settings:
Parameters with asterisk * have the default value inherited from the Channels settings. Mouse cursor over the parameter shows the information. Value or selection can be changed.
SAP AG 2012
61
Email queue On Queue Management Queues click . Select Type E-Mail Queue and click OK. Create the ACME E-Mail queue with following settings. Basics block:
Name Description Ordinal Prompt Language Time Zone Critical Time Queue Mode Warning Time Directory Synchronization ACME E-Mail Email queue 500 English (US) Europe/Helsinki 3600 (seconds) Auto-Allocation 1800 (seconds) Tick
Numbers/Addresses block:
Address Extension Language E-Mail account E-Mail Password E-Mail Server emailbox@bcmtr.com English (US) emailbox ******** POST: 10.31.99.253 double click the field, clikck the pen icon , click Search and then select POST from the list, click Add and Close
Contact Management block:

Queue size Max. Waiting Time 10 600
SAP AG 2012
62
Chat queue On Queue Management Queues click . Select Type Chat Queue and click OK. Create the ACME Chat queue with following settings. (NOTE: web site for creating a chat request will be configured later in chapter Chat Channel)
Basics block:
Name Description Ordinal Prompt Language Time Zone Critical Time Queue Mode Directory Synchronization ACME Chat Chat queue 600 English (US) Europe/Helsinki 180 (seconds) Auto-Allocation Tick
Numbers/Addresses block:
Address Extension Language chat@acme.com English (US)
Contact Management block:

Queue size Max. Waiting Time 10 600
SAP AG 2012
63
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.
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.
SAP AG 2012
64
Scheduling Scheduling is used to set up the opening/closing hours of different queues in special circumstances like official holidays, weekends, etc. 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 Start Time End Time Value
Closed (from dropdown) 8:00 17:00 Open
SAP AG 2012
65
Same way you can create the scheduling for weekend. You can/should also configure your own calendar entries for Christmas, Easter etc. and all special dates when you want the queues to opened or closed or when you want to play a special prompt etc. Click on the Search button. This will display the queues recently created. Click on the Personalize button and select Queue Time Zone and Date then click the Select. This makes it easier to see what the current time is in the queue location.
Skills
Skills can be used to allocate the incoming contacts to best skilled free agent instead of allocating calls with round robin to all agents.
Click Add new to add skills. English BCM7
SAP AG 2012
66
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 roles. Settings for groups and users in this training material show the basic configuration needed to make the BCM users capable to use the soft phones and hard phones.
_______________________________________________________________________________
SAP AG 2012
67
Presence profiles are accessed through user roles:
_________________________________________________________________________________
Separate document about roles and groups is available to show more detailed configuration.
SAP AG 2012
68
Heres a sample of a small contact center:
More detailed view to the configuration. It is easy to configure e.g. monitoring rights to team leaders so that they can monitor only the queues and users in their own team.
Queues
Sales queue Sales Callback Queue Sales E-Mail Queue Sales Chat Queue Helpdesk queue Helpdesk E-Mail queue Helpdesk Chat Queue
Sales Helpdesk team team
Queue Groups User Groups Users

Sales agents group
Sales queue group
Helpdesk queue group
Sales Team leader group
Contact Center Manager group
Helpdesk Team leader group
Helpdesk agents group
Sales agent(s)
Sales Team leader
Contact Center Manager
Helpdesk Team leader
Helpdesk agent(s)
Roles
CC Agent role (default)
CC Supervisor role (default)
CC Manager role
CC Supervisor role (default)
CC Agent role (default)
User Settings templates Directory template Presence profiles
CC Agent (default)
CC Supervisor (default)
CC Agent (default)
Advanced (default)
Advanced (default)
Available, Away, Business Trip, Conference Call, Leave of Absence, Lunch, Meeting, Vacation.. (default)
Separate document available of this configuration.
SAP AG 2012
69
Groups
Agents group
Click on User Groups - Add New Basics block: Name Description Directory Synchronization
CC Agents group CC Agents group 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 On the queue rows, tick Serve and Statistic Summary for these queues. From Type dropdown menu select Queue Group Click Add, then Search Select the Sales Queue group then click Add and Close On the group rows, tick Serve and Statistic Summary for this group.
Rights for individual queues:
Rights for queue group
These settings are giving limited rights to configured queue and queue groups to agents. SAP AG 2012
70
Office users group

Office Users group Office Users group Untick
Expert users group

Expert users group Expert users group 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 Click Save and Close .
This setting is giving limited rights to configured queue to expert users.
SAP AG 2012
71
Supervisors group
Click on User Groups - Add New Basics block: Name Description Directory Synchronization Roles block: Add the roles Advanced Monitoring User to enable monitoring and dashboard functionality for supervisors and Reporting Administrator to enable editing reporting parameters.
CC Supervisors group CC Supervisors group Tick
Supervisor group additional Roles:
SAP AG 2012
72
User Rights block: These settings are giving full rights to monitor configured queues and queue groups to supervisors. Queue: user rights for individual queues:
Queue Group: user rights for queue groups, note that there can be different rights for different groups:
These settings are giving full rights to monitor configured user groups to supervisors. User Group: user rights for user groups, note that there can be different rights for different groups:
Click Save and Close SAP AG 2012
73
Users
Configure CC Supervisor
Select User and Role Management Users, click Add New Basics block First Name (EN) Last Name (EN) Time Zone User Interface Language Prompt Language User Settings Template Number Chat Address Chat Name E-Mail Address
Use E-Mail Address in Senders E-Mail Replies
Supervisor CC Europe/Helsinki English (US) English (UK) CC Supervisor 1010 supervisor@acme.com Supervisor supervisor@acme.com
Tick
users mobile phone number
Mobile Number Authentication block Logon Name CRM Logon Name
supervisor crmuser10
Voicemail and Notification Call Settings block Voicemail number 1060 Roles block Click Add Search, select CC Supervisor, click Add and Close
SAP AG 2012
74
Groups block Click Add Search, select CC Supervisors group, click Add and Close
Skills block Show Only Users Skills Set the skill level for the user
Untick
Recording block Server-Side Recording
Controlled by User (CDT and Convergence)
SAP AG 2012
75
Call Settings block Number of Switchboard Queue Queue Size
1000 0
(needed for presence application to forward the call to sb number) (0 for CC agents and supervisors)
Reporting block Reporting Group
ACME Agents
Reporting group(s) are used to show data in CDT Dashboard tab.
SAP AG 2012
76
Configure CC Agent
Select User and Role Management Users, click Add New Basics block First Name (EN) Last Name (EN) Time Zone User Interface Language Prompt Language User Settings Template Number Chat Address Chat Name E-Mail Address Agent1 CC Europe/Helsinki English (US) English (UK) CC Agent 1011 agent1@acme.com Agent1 agent1@acme.com
Authentication block Logon Name agent1
Voicemail and Notification Call Settings block Voicemail number 1061
Roles block Click Add Search, select CC Agent, click Add and Close
Groups block Click Add Search, select CC Agents group, click Add and Close
Skills block Show Only Users Skills Set the skill level for the user Untick
Recording block Server-Side Recording Controlled by User (CDT and Convergence)
Call Settings block Number of Switchboard Queue Queue Size 1000 0

(needed for presence application to forward the call to sb number) (0 for CC agents and supervisors)
Reporting block Reporting Group ACME Agents
SAP AG 2012
77
Configure Expert User

Select User and Role Management Users, click Add New Basics block First Name (EN) Last Name (EN) Time Zone User Interface Language Prompt Language User Settings Template Number E-Mail Address Expert SB Europe/Helsinki English (US) English (UK) Expert Users 1012 expert@acme.com
Authentication block Logon Name expert
Voicemail and Notification Call Settings block Voicemail number 1062
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)
Call Settings block Number of Switchboard Queue Queue Size 1000 5

(needed for presence application to forward the call to sb number) (1 or more for expert users like switchboard agents)
SAP AG 2012
78
Configure Office User

Select User and Role Management Users, click Add New Basics block First Name (EN) Last Name (EN) Time Zone User Interface Language Prompt Language User Settings Template Number E-Mail Address Authentication block Logon Name
Office User Europe/Helsinki English (US) English (UK) Office Users 1013 office.user@acme.com
office
Voicemail and Notification Call Settings block Voicemail number 1063 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 Call Settings block Number of Switchboard Queue Queue Size
1000 3
(needed for presence application to forward the call to sb number) (1 or more for office users)
Configure a hard phone

Select User and Role Management Users, click Add New Basics block First Name (EN) Last Name (EN) Time Zone User Interface Language Prompt Language User Settings Template Number: Authentication block Logon Name
Polycom Hard phone Europe/Helsinki English (US) English (UK) Office Users 1014
1014
Voicemail and Notification Call Settings block: Voicemail number 1064 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 Call Settings block Number of Switchboard Queue Queue Size
1000 3
(needed for presence application to forward the call to sb number) (1 or more for office users)
SAP AG 2012
79
Opening the CDT (Communication DeskTop)

Client Components
In a live production environment you typically install the terminal_Proxy.msi terminal_Core_7.0.x.x.msi
packages, then the handset/headset driver package depending on your device.
The following settings are the minimum changes required to the Medium level of the Internet Explorer 8.0/9.0 version security settings for the BCM system to work properly: 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 Use SmartScreen Filter: Disable Use Pop-up Blocker: Disable
Scripting User Authentication Choose Automatic logon with current name and password. This setting is required if the system servers and workstations are located in different domains.
Set the website IP address to be a trusted site, as per Workstation installation guide settings. SAP AG 2012
80
If you have created the certificate yourself, you need to install the <certificate_name>.p7b file on the PC/laptop where you will be running CDT or Convergence. Browse the http://10.31.99.136/cdt page Enter in the name of the user you created earlier: supervisor and 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:
Test calls: Make a test call e.g. to your Switchboard queue, number 1000. You should hear the first prompt (pre-recorded welcome message) after 10 seconds. Another test call can be made from CDT to hard phone
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) while the call is in queue press # key to leave the call back request after leaving the request log supervisor in Sales and Sales Callback queues after a few moments the system allocates the callback call to agent and after answering the call is made also to the hard phone fill the information to default callback script and disconnect the call
SAP AG 2012
81
Directory search
There is a job in SQL Server Agent Jobs list. This job is running once per night but if you want to see results immediately when doing a directory search, you need to run the SQL job manually. Open SQL Management Studio and connect to the Instance where you have BCM databases installed. Expand SQL Server Agent, Jobs, right Click ACME: Full-text catalog rebuild and select Start Job at Step.
Click Start.
When it shows Success, click Close. Return to the CDT user interface and click on the Search button. It should now show the users and queues with correct Presence information.
SAP AG 2012
82
Convergence
Install the Convergence components from BCM software folder. Installation creates the shortcut on the desktop.
Open the Convergence by double clicking the icon, click the Settings icon site IP address to the Host Address field. Additional settings on other tabs. Common: Audio:
and configure the web
Contact Center:
Queues:
SAP AG 2012
83
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.
SAP AG 2012
84
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:
SAP AG 2012
85
Skill based routing

Configured skills:
Select required skills for the queue. Skill can be defined on extension level or on channel level.
Set the skill levels for agents:
Start using skill based routing by setting the parameter UseRequiredSkills value to 1
SAP AG 2012
86
Chat Channel
NOTE: Chat channel (queue) is based on sample software of how to make a customer chat web site. This sample should be treated as a proof of concept. The software is using ASP.NET technology so it can be used only on server running Windows Server 2003/2008. In this example we are creating the internet chat web site to the 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 configuring to work. Connection between internet chat client and chat portal server must be configured.
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. NOTE ! In this training example we add the Chat Portal Server to ACME_Website virtual unit to show how to add new components to existing virtual units. The purpose of this is to show how to add new components to existing virtual unit. Using Monitoring mode inactivate the ACME_Website. Switch to Deployment mode. Right click the ACME_Website and select Add Software Select Chat Portal Server from list
The default parameters: Right click the ACME_Website and select Synchronize Instances. On the HAC node level select first Upgrade All Software After that Apply Changes to Local System (or Apply Changes to Host) on the node level.
SAP AG 2012
87
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 2003/2008 operating systems. This software package should be treated as a Proof of Concept.
Create a virtual unit for chat web site (ACME_Chat) using Infrastructure Administrator (IA). Install only the Web Server Virtual Unit software package. Configure the IP address (10.31.98.130) 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 for the virtual unit and install the web site with Apply Changes to Local System on the selected node.
SAP AG 2012
88
After the installation of the web site has succeeded copy the files from \Install\7.0.x.x\Internet Chat Client\content\ChatAs folder to VU\ACME_Chat\Web\ folder.
Edit following two files to have correct information about channel and chat portal:
VU\ACME_Chat\web\ChatAs\Web.config 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: . <applicationSettings> <ChatAS.Properties.Settings> <setting name="ChatAS_ChatPortal_ChatPortal" serializeAs="String"> <value>http://10.31.99.136:80/ChatPortal/ChatPortal.asmx</value> </setting> <setting name="ChatAS_IciContainer_IciContainerService" serializeAs="String"> <value>http:// 10.31.99.136:80/ChatPortal/IciContainerService.asmx</value> </setting> <setting name="ChatAS_IciItem_IciItemService" serializeAs="String"> <value>http:// 10.31.99.136:80/ChatPortal/IciItemService.asmx</value> </setting> <setting name="ChatAS_IciChatSession_IciChatSessionService" serializeAs="String"> <value>http:// 10.31.99.136:80/ChatPortal/IciChatSessionService.asmx</value> </setting> </ChatAS.Properties.Settings> </applicationSettings> ...
2.
Edit the file ChatAs\ChatForms\CustomerChatForm.xml to define the chat channel(s). You can also add more languages using the 2character coding. Sample CustomerChatForm.xml file ... <CHANNEL_ADDRESS type="dropdown" name="Contact" required="yes" id="CHANNEL_ADDRESS"> <ITEM value="chat@acme.com"/> </CHANNEL_ADDRESS>
SAP AG 2012
89
Windows Server 2008 IIS 7 Configuration
Open the Internet Information Services (IIS) Manager 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.
Click Connect as ... To set the correct user, click the Set... button, enter the correct user account and password.
SAP AG 2012
90
Configuration can be tested with Test Settings button:
After installing all the chat components restart the BCM system Open Communication DeskTop (CDT) using agent that has rights to server in chat queue Make a chat request to BCM by Internet chat client URL: http://10.31.98.130:80/chatas/chatform.aspx
SAP AG 2012
91
CRM Integration
Integrations virtual unit template consists of Integration Interfaces, Web Server and optional Chat Portal Server packages.
Typical (minimum) information needed by software packages: Time zone IP address of the virtual unit Connection information for SQL server(s) and databases CRM integration related information
Create a virtual unit using Integrations Virtual Unit template. NOTE: Untick the Include Chat Portal Server because in this training example we already installed the chat portal to ACME_WebSite virtual unit. Add in the IP address (10.31.99.139) and subnet mask then click OK. CRM integration needs a lot of variables to be configured depending of the wanted integration functionality: - web site related variables, ports, user, password, time zone - reporting database variables - OII, ACI, DAI, RDI, TMI variables - connection security variables
Configure the correct Windows account to run the web site and the password.
SAP AG 2012
92
SAP AG 2012
93
SAP AG 2012
94
After installing all the integration components restart the complete BCM system. Users can have different logon names for BCM and CRM.
In this training example supervisor is using CRM with logon name crmuser00
In the BCM 7 training environment we are using URL like this to open the IC Webclient: http://iwdfvm1042.wdf.sap.corp:52080/sap/bc/bsp/sap/crm_ui_frame/default.htm?sapuser=crmuser00&sap-password=welcome In the training environment the phone number of Agent1 (1011) is recognized in the CRM database as a customer. Separate documentation is available for CRM configuration.
SAP AG 2012
95
IVR Management
Creating an IVR application Configure: Name Description Enable Reporting IVR Numbers Hosting CEM Instances
Click Add New to start creating the menu application. You should have a detailed flowchart of the application before starting to add elements.
Creating application is done by selecting from the existing options correct Child Element, Child Element Block and then entering information.
The elements on the left frame have their parameters on the right side. At least some of the fields must have a value. If a value is missing there is a Sign disappears when all the needed parameters have been entered. Message shows what is missing: sign showing that.
More detailed information available in the Application Help. SAP AG 2012
96
Create a welcome wav file for custom IVR
Record a wav file (file format: 8 kHz, 16 bit, mono) and place it to e.g. prompt root folder. In this example we copy the standard welcome prompt to be the menu welcome. Copy the file D:\SAP\BCM\VU\ACME_PSTN\prompts\EN\Welcome.wav to D:\SAP\BCM\ folder and rename it e.g. MenuWelcome.wav Configure a prompt file Add a prompt file to BCM system. Select English (US) because it is the default language. Wav files for other languages can be added also. Browse the correct file from the folder used above:
File is saved with GUID name:
Configure a prompt Next you must create a prompt from the new file. Create a prompt called MenuWelcome and the type should be Welcome Message. Click Define File and select the MenuWelcome from list. Save the prompt.
SAP AG 2012
97
Import IVR application BCM software package includes a sample IVR xml file which can be used as a test sample.
D:\SAP\BCM\Install\7.0.3.0\Examples And Templates\
Click Import button above.
Select the file: Example_QueueTransfer_IVR_import.xml from the folder
Double click the line:
The Menu IVR application
Edit the numbers to match your environment: e.g. Switchboard queue number for 1st choice and Sales queue number for 2nd choice. Select MenuWelcome to be the welcome prompt in the application. Save and Close
SAP AG 2012
98
NOTE: This example is using the EN\Welcome.wav file as the only message. You should record a new welcome message for this IVR where the options are told to the caller and configure the IVR to use it. Select ACME_Core to be the Active CEM to run the application and check the IVR Numbers and click Save and Close .
Menu IVR application is started automatically by CEM Server in ACME_Core virtual unit.
SAP AG 2012
99
Outbound
Create a campaign A simple example campaign is provided in the software package. It can be found from: ..\Install\ 7.0.x.x\Examples And Templates folder. Name of the file is: Example_Outbound_Campaign_Tennis.txt Copy the file e.g. to D:\SAP\BCM\ folder. Edit the file. It includes numbers where the system is making the calls to. In the training environment the calls should be done to hard phone number: 1014. In the System Configurator open Outbound Management Campaigns. Click Configure the Campaign Name and File, click Start. Import.
SAP AG 2012
100
Script example Use Scripting Management and create an Interactive Script called Sales script sample. (or import script from example file; Example_Outbound_Script_Tennis.txt)
Q1: Hi, we are calling from your local store. All our tennis products are now on big sale. Would you like to hear more about our offers? type: radio buttons o Answer options: yes (go to Q2) no (go to Q9) o Set as Mandatory question Q2: Great! To recommend you right kind of racket, how often do you play tennis? type: drop down menu o Answer options: 1 per week 2-3 times per week 4+ times per week Go to Q3. Q3: If you would now buy a new tennis racket, which of the following brands would you prefer? type: Checkboxes or Dropdown list with checkboxes o Answer options: Babolat Dunlop Fischer Head Prince Wilson Other Go to Q4. Q4: OK, thanks. Would you be interested to visit our store so we can book an expert to introduce you these rackets in more details? type: radio buttons o Answer options: yes (go to Q5, activate recording) maybe later (go to Q7) no thanks (go to Q9) Q5: Awesome! What would be best dates and times for you to visit our store? o Answer option: Input Text Area with Text data type o call recording activated at this stage (Q4 - yes answer) Go to Q6. Q6: Excellent, please visit our store on agreed time and our expert will be ready to introduce recommended rackets for you! Thanks for your time! See you, goodbye! o Answer option: information. Go to last question Q7: OK. When do you think you are going to update your racket so we can give you a call to discuss what we can offer at that time? type: radio button o Answer options: Within 6 months (go to Q8) within 1 year (go to Q8) more than 1 year (go to Q8) please do not call me again (go to Q9) Q8: Very good, thanks. We will mark our records accordingly and give you a call again to see if its then time to update your racket. Thanks for your time! See you, goodbye! o Answer option: information. Go to last question. Q9: OK. We hope you keep in mind our store once you need some tennis or other sport equipment....well promise you best service and attractive prices. Thanks for your time! See you, goodbye! o Answer option: information.
SAP AG 2012
101
Script looks like this:
Default Call Result list:
SAP AG 2012
102
Browse back to Outbound Management Campaigns and open the Sample Campaign for configuration. Settings that typically must be configured before running a campaign:
Save the Sample Campaign, click Save and Close. Start the campaign:
SAP AG 2012
103
Running the campaign Agent joining a campaign:
First call in Preview Mode: in this mode the agent starts the call after reviewing the information:
Script flow:
SAP AG 2012
104
Call result selection after disconnecting the call: End Wrap-Up opens a new call. Agent can leave a campaign at this point.
Supervisors who have rights outbound can see the campaigns in Online Monitoring:
SAP AG 2012
105
Adding second Core virtual unit

Switch to Deployment Mode and add the second core virtual unit, use name ACME_Core2. Add in the IP address (10.31.99.138) and subnet mask then click OK. Click on Software, Edit, and add in following information: Common Variables: Server Connection Security: Internal Server Certificate in Use Internal Server Certificate Common Name Internal Server Certificate Issuer
All other variables have the default settings inherited from other virtual units. Notice the RTP Packet length in MS setting. This is the system wide packet length setting. This setting should have the same value as with first core virtual unit (ACME_Core).
Click Save Right click on Instances, and select Add Instance to node BCM00 Right click on ACME_Core2 and select Apply Changes to Local System.
Always when adding certain type of new components to BCM system they have to be configured in the System Management Modules. Components of these types need configuration: Media Routing Server SIP Bridge H323 Bridge External Terminal Controller Call Dispatcher Quality Monitoring Server PSTN gateway (e.g. Audiocodes, Cisco, Innovaphone, Dialogic)
NOTE: When stopping (Inactive) a core virtual unit where CEM Server or Call Dispatcher are running use the
Standby role. Then the CEM Server and Call Dispatcher stop accepting new calls and they handle the existing calls until they are normally disconnected. After that the components are stopping automatically.
SAP AG 2012
106
In SC (System Configurator) configure the two MRS components to work with this new core. Add the ACME_Core2 to list of Selected Modules of the MRS in ACME_Agents virtual unit to record the calls
and ACME_FrontEnd to play prompts to calls handled by this core virtual unit instance.
SAP AG 2012
107
Adding an additional application server (HAC node)
Internal server certificate (BCM.ACME.COM) from the first server must be exported to this second server. In this example the second server is called BCM02. Export the Internal Server Certificate (BCM.ACME.COM) from the first server using the wizard:
Select: Yes, export the private key
Default options and password for the file:
SAP AG 2012
108
Save the file to D:\SAP\BCM folder:
Copy the newly created file (Exported_Internal_Server_Certificate_from_BCM00.pfx) and the certnew.p7b file to second server BCM02.
SAP AG 2012
109
Import the same certnew.p7b to second server same way to Trusted Root Certification Authorities as it was imported originally on this first server (see page 14 of this guide). Import the (Exported_Internal_Server_Certificate_from_BCM00.pfx) file to this second server:
Select the correct file:
Password of the file and options
SAP AG 2012
110
Imported BCM.ACM.COM certificate:
SAP AG 2012
111
Install the Infrastructure Administrator (IA) to the second server and open it. Copy the model.wim file from the first server to local folder (D:\SAP\BCM) and open the file in IA (File Open).
Add the second HAC node Set it to be the Local HAC Node Select the base installation Configure the Deployment Variables for High Availability Controller Save the variables and Apply All Changes to Local Host Connect and switch to Monitoring Mode
The local version of the model.wim file can be saved to the default folder: D:\SAP\BCM\VU\BCM02\etc Remove the model.wim from D:\SAP\BCM. It is now obsolete.
(remember to bind the virtual IP addresses on the HAC node level to correct physical IP address also on this new HAC node)
SAP AG 2012
112
After saving the system model switch to Monitoring Mode. When the second HAC node starts to communicate with the first server (HAC service and IA) it sends the new version of the system model to the first server. Using either the first or second server you can switch IA to Deployment Mode and start to configure virtual unit instances to second server.
To install several virtual units on the Local HAC node, right click the local HAC node and select the Apply All Changes to Local System. Local Infrastructure Administrator (IA) does the installation. To install several virtual units on remote HAC node select the HAC node, right click the correct HAC node and select Apply All Changes to Host. HAC service on the remote HAC node does the installation.
NOTE!: It is not recommended to have many Infrastructure Administrator user interfaces open simultaneously. You can follow the installation progress also on the other HAC nodes from IA.
After configuring the virtual units save the system model and switch to Monitoring Mode. SAP AG 2012
113
BCM system
At this point the BCM system should look like this:
SAP AG 2012
114
Reporting installation and configuration

Change the domain user account (in this example BCMTR\BCMAdmin) to run the following Windows services: SQL Server SQL Server Agent SQL Server Analysis Services
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.
SAP AG 2012
115
Reporting website
Create virtual unit for reporting web site, ACME_Reporting_Website. Use Web Server template and configure the variables. Use the IP address 10.31.99.137 for this web site.
Save system model and switch to Connection Monitoring Mode and wait the reporting web site to start.
(remember to bind the virtual IP address on the HAC node level to correct physical IP address on all HAC nodes)
NOTE: Reporting web site must be up and running before the Reporting Services Configuration Manager wizard can be run.
SAP AG 2012
116
Reporting Services Configuration Manager
This configuration example is from SQL Server 2008 R2.
Connect to correct SQL Reporting Services instance: Server Name Report Server Instance
Connection created, report server started
Enter user information for Report Server Service Account: Account Password
Report server service account configured
SAP AG 2012
117
Configure Report Server Web Service site information: Virtual Directory IP Address TCP Port
Web service configured
Configure database connection:
Create a new report server database
Server Name (SERVER\INSTANCE)
SAP AG 2012
118
Database Name
Authentication Type User Name Password
Summary of configuration
Database created
Database configuration ready
Virtual Directory URL configuration
SAP AG 2012
119
Virtual Directory created
Optional E-mail configuration
Execution account configuration
Encryption keys configuration
Filename
Password
Encryption keys configured
Optional Scale-out Deployment
SAP AG 2012
120
Standard Reports
Set Infrastructure Administrator to Deployment Mode and create virtual unit for standard reports. Use Standard Reports Virtual Unit template and configure the variables.
NOTE!: You must browse the correct path to Reporting Services instance that you use and copy the path to Reporting Services Instance Name or Path variable starting the text with PATH:
SAP AG 2012
121
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 users like here: Use System Configurator (SC) to add Reporting Administrator role for Supervisor account.
Open the Online Monitoring using Supervisor account, select Tools Reporting Settings
SAP AG 2012
122
You can configure some additional information for reporting.
You can also monitor the data transformation.
SAP AG 2012
123
Reports
Because of the default settings in Windows and SQL Server you may need to open Internet Explorer using Run as administrator selection to be able to see reports if you are doing this configuration locally on the server. Open the reporting web page: http://10.31.99.xx7/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:
SAP AG 2012
124
SAP AG 2012
125
Alarm Server
Add software package Alarm Server to e.g. administrator virtual unit on the Virtual Units level. Enable at least one (email, sms, SNMP) converter to be able to send alarms to administrators. Configure parameters and right click ACME_Administrator virtual unit and synchronize the instances and then apply changes to host on the HAC node level.
Configure the Alarm Server also to HAC node. Editing HAC node variables is done in Offline mode. Apply changes after the changes have been saved.
SAP AG 2012
126
Alarms in this example were sent to a user using MS Outlook and also to the email channel.
SAP AG 2012
127
Personalizing SC
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.
SAP AG 2012
128
Personalizing Infrastructure Administrator

You can add a new monitoring view to BCM system and use your own background picture to illustrate the view to HAC nodes.
SAP AG 2012
129
SAP AG 2012

BCM 7 Example SP3

Загружено:

Сведения о документе

Авторское право

Доступные форматы

Поделиться этим документом

Поделиться или встроить документ

Параметры публикации

Этот документ был вам полезен?

Это неприемлемый материал?

Авторское право:

Доступные форматы

BCM 7 Example SP3

Загружено:

Авторское право:

Доступные форматы

SAP BCM 7.

Planning Server Roles and Requirements

Some symbols used in this document

Planning System Model

Plan for test/demo environment

(MRS plays prompts to calls from PSTN)

Additionally: ACME_Chat 10.31.98.130

Example installation for BCM 7.0 training

Hierachy of administrators and users.

Default virtual unit template configuration

User Account Control (UAC) in Windows 2008 Server

Example template for Connection Server certificate:

Example template for Internal Server certificate:

Connection Server certificate

2. Install Connection Server certificate Command Prompt

Internal Server certificate

2. Install Internal Server certificate with Command Prompt

Data Execution Prevention (DEP)

High Availability Driver

Infrastructure Administrator (IA)

Leave this path as default and click OK.

Right click BCM00 and select Change Base Installation...

Select the correct base installation version and click OK

Select Connection Connect...

Select Connection Monitoring Mode

Adding and configuring the virtual units with IA

Variables for Configuration Database Server: PSTN Ranges

Virtual unit level:

BCM 7.0 database structure

Operative database server

Reporting database server

BCMxx\ACME (in this training example the same SQL server is

Tick BCM.ACME.COM BCM00CA

(make sure that this is ticked)

Administration Mode http://10.31.99.xx6:80/doc/

Binding virtual IP address to physical IP address

Tick BCM.ACME.COM BCM00CA

(make sure that this is ticked)

Phone User Mode

and select VU_DB_REPORTING_NAME

variable = ACME_VWU then the value in IA will be: {[ACME_Administrator].[VU_DB_REPORTING_NAME]}

Tick BCM.ACME.COM BCM00CA

(make sure that this is ticked)

(this MRS is not doing recording)

and select HAC_CLIENT_CERT_ISSUEDTO

Certificate Issuer (CoS)

Tick BCM.ACME.COM BCM00CA

(make sure that this is ticked)

Tick BCM.ACME.COM BCM00CA

(make sure that this is ticked)

Connection Server Certificate Common name

Click on link COS.ACME.COM

Variables for Monitoring Web Clients:

Reporting Database Name

and select VU_DB_REPORTING_NAME

Connection Server Certificate Common name

Click on link COS.ACME.COM

Click on link and select HAC_SERVICE_USER Enter the Windows password

Tick BCM.ACME.COM BCM00CA

(make sure that this is ticked)

Activate Virtual Units

After a short while, all the red icons

should turn first to yellow

and then green arrows