BCM 7 Example SP3

SAP BCM 7.0 SP3 Installation example for BCM training

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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

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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

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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.

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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

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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.

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Planning Server Roles and Requirements

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

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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 BCM00

Server physical IP address 10.31.99.130

The virtual units to be installed:

ACME_Database BCM00\ACME

ACME_Administrator 10.31.99.131

ACME_Agents 10.31.99.132 (MRS in this virtual unit is for Server Side Recording)

ACME_FrontEnd 10.31.99.133 (MRS plays prompts to soft phones and hard phones)

ACME_Core 10.31.99.134

ACME_PSTN 10.31.99.135 (MRS plays prompts to calls from PSTN)

ACME_Website 10.31.99.136

ACME_Reporting_Web 10.31.99.137

ACME_Core2 10.31.99.138

ACME_Integrations 10.31.99.139

Additionally:

ACME_Chat 10.31.98.130

More detailed installation example is found from BCM 7.0 Installation Guide.

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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: ACME

Queues:

Switchboard 1000

Sales 1001

Sales Callback 1002

Marketing 1003

IVR‟s:

External agent IVR number 1098

CMC IVR Number for Source Number Masking 1097

CMC Recording IVR Number 1096

CONFERENCE IVR number 1095

ETC IVR Number 1094

Callback queue IVR number 1093

Presence IVR number 1092

Custom IVR application number 1090

Other queues:

Chat queue ACME Chat [email protected]

E-Mail queue ACME E-Mail [email protected]

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

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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.

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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:

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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 CA‟s the names must be registered in internet DNS servers. It can take a few days.

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

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

Install Trusted Root Certification CA certificate (.p7b file)

If you are using a local Microsoft Certificate CA Server export 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 CA‟s.

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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.

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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’.

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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

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. OR you can import the certificate with Command prompt

2. Install Connection Server certificate Command Prompt

o Start the command prompt using selection ‘Run as administrator’ and change to the directory, where you have the certificate files.

o Execute the following command in command prompt, using the name you chose above: o 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 don‟t need to install anything on the workstations. The certificate can be also exportable so it can be installed to all servers where Connection Server is running.

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Internal Server certificate

You can find the certificate templates by default from the folder: 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 don’t overwrite your previous certificate.

Create Internal Server certificate request file

Start the Command Prompt using right click selection ‘Run as administrator’ and change to the directory, where you saved the file above. Execute the following command in command prompt using the file name you have created above: D:\SAP\BCM:\>certreq –new newcert2.inf newcert2.req If everything goes as expected, the command does not write any response on screen, but a new file called newcert2.req appears to the same folder. You will need this file in the next phase. The request looks something like this: -----BEGIN NEW CERTIFICATE REQUEST-----

MIID1jCCAz8CAQAwgZkxEDAOBgNVBAYTB0ZpbmxhbmQxEDAOBgNVBAgTB1V1c2lt

YWExDjAMBgNVBAcTBUVzcG9vMRAwDgYDVQQLEwdUZXN0aW5nMTEwLwYDVQQKHigA

VwBpAGMAbwBtAF8AQwBvAG0AbQB1AG4AaQBjAGEAdABpAG8AbgBzMR4wHAYDVQQD

YQBwAGgAaQBjACAAUAByAG8AdgBpAGQAZQByA4GJhvcNAQEFBQADgYEAlCsy8S0q

AQBmz4OVf6BSkFbwxfc92ejPBl7kbMJefoVaJZKpE5up6SxJBiDCZ2DrWTDKaW79

bX6x+0bWj3Wih39+/xTvL6weswnFhFgw/loTp/DECEESXPsyLv/cztrI3jTI+J+J

ZGH4uL3QvJhWWEb78bd2imOa+1ebDX1V+w0=

-----END NEW CERTIFICATE REQUEST-----

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If you buy a certificate from any commercial provider you should now get the certificate from there using the contents of the newcert2.req file. When you receive the certificate save the certificate with a name e.g. certnew2.cer and continue from ‘Install certificate with wizard’ or ‘Install certificate with command prompt’.

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

These following steps are done on the CA server: o On your certificate server open

Administrative Tools Certification Authority expand Pending Requests, right click your Request, select All Tasks Issue

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

Click View the status of a pending certificate request

Click Saved-Request Certificate (dd.mm YYYY hh:mm:ss)

Select Base 64 encoded

Click Download Certificate

Save the file with name certnew2.cer to D:\SAP\BCM folder

Select one of the following options:

1. Install Internal Server certificate with wizard

Open MMC and select Personal, right click the Issued To area and select All tasks Import...

Browse the D:\SAP\BCM\certnew2.cer file, click Next, Next, Finish. OR you can import the certificate with Command prompt

2. Install Internal Server certificate with Command Prompt

o Start the command prompt using selection ‘Run as administrator’ and change to the directory, where you have the certificate files.

o Execute the following command in command prompt, using the name you chose above: o 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:

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Verifying Certificates

To check that the certificates are properly installed, you can use the Certificates MMC Snap-in. Procedure

o In the Windows Start menu, select the Run option, type MMC and click the OK button. o In the MMC window, select File Add/Remove Snap-in. o Select Certificates then click Add. o In the Certificates snap-in dialog, select Computer account, click Next. o In the Select computer dialog, select Local computer: …, click Finish. o Click Close, OK.

In the left hand tree, navigate to Console Root - Certificates (Local Computer) – Personal - Certificates. The new certificates should appear on the list on the right side. It can be identified by the Issued To column.

Notice the yellow Key on the icons.

If the key is missing the certificate does

not work.

(In Windows 2003 server you don‟t 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.

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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.

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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.

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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 it‟s 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

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

Edit the properties:

HAC Administration Users BCMTR\BCMAdmin

Internal Server Certificate Common Name BCM.ACME.COM

Internal Server Certificate Issuer BCM00CA

Client Certificate Common Name COS.ACME.COM

Client Certificate Issuer BCM00CA

HAC Service Logon User Account BCMTR\BCMAdmin

Password for HAC Service Logon User Account ******** (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.

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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

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After a short while the HAC node(s) appear with green arrow if the configuration is correct.

This step ensures that Infrastructure Administrator can communicate with (all) HAC Node(s).

If green arrows don‟t appear, recheck your configuration. HAC log is typically the first place to start the

troubleshooting.

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.

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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 BCM00\ACME

Configuration Database Name ACME

Configuration Database User Name click on arrow next to the field, scroll down and select

Variable for HAC_SERVICE_USER, click OK.

This field should then show:

Configuration Database User Name {[BCM00].[HAC_SERVICE_USER]}

Database Collation (immutable): Latin1_General_CI_AS

Default Time Zone (UTC+02:00) Helsinki, Kyiv, Riga, Sofia, Tallinn, Vilnius

(Europe/Helsinki)

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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:

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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.

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.

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.

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In production systems the databases are typically installed to dedicated SQL servers.

BCM 7.0 database structure

Configuration database

Operation database

Outbound database

Monitoring database

Directory database

Virtual Warehouse Unit (VWU)Data Staging Area (DSArea)

OLAP Database

Reporting database serverOperative database server

Monitoring history database

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

used for reporting)

Reporting Database User Name Click on link and select HAC_SERVICE_USER

Server Connection Security:

Internal Server Certificate in Use Tick (make sure that this is ticked)



Variables for Agent Server:

Agent Server Mode Administration Mode

Product Documentation Web Site http://10.31.99.xx6:80/doc/

Variables for Batch Job Server:

Customer Name 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 don‟t prevent the installation.

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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.

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ACME_Agents

Agents virtual unit template consists of Agent Server (AS), External Terminal Controller (ETC) and

Media Routing Server (MRS) packages. Media Routing Server in this virtual unit is for server side

recording, Agent Server is used by System Configurator and ETC is used by hard phones.


Time zone




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 you’ve 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:





Variables for Agent Server:

Agent Server Mode Phone User Mode

Reporting Database Name 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 (remove the value 200 from the field because this MRS is

used for recording in this example)

Port Area for Prompts (remove the value 8000 from the field because this MRS is

used for recording in this example)

Use for Server-Side Recording 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 don‟t 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)

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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




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.


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

Common Variables:





Variables for SIP Bridge:

Display Names in SIP Messages Tick

Variables for Media Routing Server:

Use for Server Side Recording Untick (this MRS is not doing recording)

Variables for Connection Server:

Certificate Common name (CoS) Click on link and select HAC_CLIENT_CERT_ISSUEDTO

variable = COS.ACME.COM

Certificate Issuer (CoS) Click on link and select HAC_CLIENT_CERT_ISSUEDBY

variable = BCM00CA


Click Save



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

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ACME_Core

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

CEM Server handles call allocating

Call Dispatcher handles call switching and routing

Data Collector handles the connections to different databases





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.


Click on Software and check the following information:

Common Variables:






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 ACME_Core under HAC node and select Apply Changes to Local System. (remember to bind the virtual IP address on the HAC node level to correct physical IP address)

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ACME_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 3rd

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

(In operational system, if you don’t use both type (H.323 and SIP) gateways mixed in same virtual unit, remove the unnecessary

bridge from configuration.)





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.


Click on Software and check the following information:

Common Variables:





Click Save


Missing values are related to certificate for SIP bridge. It is not mandatory.


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

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ACME_WebSite

WebSite virtual unit template consists of web site including all necessary web services. In large systems

these components could be separated to dedicated virtual units. The template consists of Web Clients,

Monitoring Web Clients, Remote Administration Tools, Product Documentation, Web Server and Email

Sender packages. (Later in this example 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



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.


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 and select

HAC_CLIENT_CERT_ISSUEDTO variable =

COS.ACME.COM

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:

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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 and select

HAC_CLIENT_CERT_ISSUEDTO variable =

COS.ACME.COM

Variables for Product Documentation:

Select documentation languages to be extracted and installed.

Variables for Web Server:

Windows User Account for Running Web-Related Processes Click on link and select

HAC_SERVICE_USER

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

Note: Field with this symbol is a “Volatile” field, the password is not saved if

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:





Click Save

Right click on Instances Add Instance BCM00

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

After it has finished you can check

that the website has been

successfully created by opening

Internet Information Services (IIS)

Manager.

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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).

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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 BCM.Admin

Password 12345678

Click Log On

As this is the first time you are logging in,

you will be asked to change your default password.

Enter a new password, minimum 8 characters

e.g. 11111111. Enter the same password in the

Confirm New Password field below and click OK.

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NOTE:

If you use the same SC for several BCM systems

you can configure different connection parameters

and save them.

Click the button next to Connection

Enter information as follows:

For example:

Connection name ACME

IP Address 10.31.99.133

Port 21002

Certificate COS.ACME.COM

Click Save

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 Type: Queue

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

Start: 1010 End: 1049 Type: Agent

Start: 1050 End: 1089 Type: Voicemail

Start: 1090 End: 1091 Type: Custom-Made IVR

Start: 1092 End: 1099 Type: Built-in IVR

Click Save

IP address and port of the

Connection Server in FrontEnd

virtual unit.

Certificate common name

(IssuedTo)

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System Services

Voicemail settings

Voicemail IVR application is used as an automatic telephone answering service. Inbound calls can be

forwarded to the voicemail number where callers hear audio messages (prompts) and can leave

messages. Accounts can manage their voicemail boxes by using the Voicemail application or the

corresponding functions in other applications. They can also use the IVR options to manage voicemails

remotely.

Configure the voicemail settings.

System E-Mail Address [email protected]

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

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CMC Settings

Communication Mobile Client (CMC) enables using SAP Business Communications Management (BCM)

on a mobile phone. It offers most of the same functions as Communication Desktop (CDT) and

Convergence, such as directories, presence and queue functions, and connection to Online Monitoring

and Reporting.

The 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.

Internal Number Length 4 (depends on the system)

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

Emergency Numbers 112,999,911 (add your emergency numbers)

IVR Number for Source Number Masking 1097

Recording IVR Number 1096

Click Save

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Conference Settings

Conference IVR is an IVR application used with the conference call functions. If this application is

defined, it is possible also to create a conference-type PRS profile. When a user selects the profile, the

personal inbound calls are transferred to this IVR application. The IVR application informs callers that

the user they try to reach is having a call conference, and allows callers to join the conference by using a

conference ID.

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 D:\SAP\BCM\VU\ACME_PSTN\prompts\Voicemail\Rec

(Path for recordings, in live systems typically a SAN or network drive using UNC path)

Recording mode 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\

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Email Settings

The system handles e-mails in the Communication Desktop (CDT) application as any other contacts, such as

phone calls or chats. E-mails may be placed in a queue to be allocated to agents. 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 POST

IP Addresses 10.31.99.253

Port 143

Bind to IP Virtual Unit IP (select from dropdown)

IMAP Folders Root (select from dropdown)

Click Save

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 [email protected] (incoming SMS messages can be handled as emails)

Click Save

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Batch Job Server Settings

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

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

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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\

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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:

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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.

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Double click the ACME_FrontEnd row containing the Media Routing Server (MRS).


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 arrow to move the

modules into the “Selected modules”.

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.


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Double click the ACME_Agents row containing the Media Routing Server (MRS).


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.


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.

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Channels, Voice

Default settings for all voice queues. These defaults are inherited to all voice queues and can be

changed on queue level.

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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)

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Call Switching

Gateways

Configuring 3rd party gateways to be able to make calls to PSTN.

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

Name Mediant

Description Audiocodes Mediant 1000

IP address 10.31.99.250

Bridge SipBridge ACME_PSTN (from dropdown)

Edit Incoming B Number (In mask) ####

Select SIP parameter values needed for your system:


Click on the Gateways section, and click . Select H.323 and click OK. Enter the

information:

Name IP3000

Description Innovaphone

IP address 10.31.99.249

Bridge H323Bridge ACME_PSTN (from dropdown)

Edit Incoming B Number (In mask) ####


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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 Calls Out

Description Calls out from Mediant

Priority Type: 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 any unknown number not configured to be in BCM system

+358 to 0 changing Finnish country code to 0

Emergency number e.g. 112, 991, 999

Name: Description: Pattern: Edit Mask:

Call Out (#*) Calls out, any unknown number #* *

+358* +358 to 0 +358* 0*

112 Emergency number 112 112

Destinations block:

Gateway Mediant 10.31.99.250


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Global Switching Settings

Default values for Call Dispatcher, detailed information about all settings can be found from application

help. With default settings the system is working in most cases.

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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.

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Statistic Settings

Several important settings that affect to reporting and monitoring.

You can e.g.:

configure contact information for reporting data updates and errors

monitor who listens the recorded calls

hide digits from external phone numbers in online monitoring

select applications to reporting

include MTD calls to reporting

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Monitoring Templates

Templates allow you to define the same summary graphs view on the Online Monitoring user interface for selected users and/or user groups. A default template is available in the system. You can copy that and make your own modifications to it,

or you can create your own templates from scratch.

Values shown in Online Monitoring:

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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 1092

Click Save

http://help.sap.com/saphelp_bcm70/helpdata/en/19/1931b568134ce39514397880ef11ea/content.htm

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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: Switchboard Sales Sales Callback Marketing

Description SB queue Sales queue Callback queue Marketing queue

Ordinal 1 10 11 12

Prompt Language English (UK) English (UK) English (UK) English (UK)

Time Zone Europe/Helsinki Europe/Helsinki Europe/Helsinki Europe/Helsinki

Critical Time 20 (seconds) 20 (seconds)

20 (seconds)

Queue Mode Auto-Allocation Auto-Allocation Auto-Allocation Auto-Allocation

Ringing Time 10 (seconds) 10 (seconds)

10 (seconds)

Script Default Callback

script

Opening Type When Contact

Answered

Directory Synchronization Tick Tick

Tick

-------------------------------------

Numbers/Addresses block:

Number 1000 1001 1002 1003

Extension Language English (UK) English (UK)

English (UK)

-------------------------------------

Contact Management block:

Queue size 10 10

10

Callback Queue Number

1002

Max. Waiting Time 120 90

60

Extension for Default Queue

1000

1000

Forwarding Options

Forward when Maximum Waiting Time Has Elapsed

Forward when Maximum Waiting Time Has Elapsed

Forwarding Number after DTMF Character

1093

Record Queue Calls

Tick

--------------------------------------

Voicemail and Notification Call Settings block:

Voicemail Number 1050 1051

1053

Click Save and Close .

NOTE: the calls to Sales queue are recorded automatically with server side recording.

While queuing in the Sales queue entering the character # starts the callback request creation.

A proper InQueue message must be recorded and configured to tell the callback option to caller.

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Picture of Switchboard queue settings:

……

Parameters with asterisk * have the

default value inherited from the

Channels settings. Mouse cursor over

the parameter shows the information.

Value or selection can be changed.

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Email queue

On Queue Management – Queues click . Select Type “E-Mail Queue” and click OK.

Create the ACME E-Mail queue with following settings.

Basics block: Name ACME E-Mail

Description Email queue

Ordinal 500

Prompt Language English (US)

Time Zone Europe/Helsinki

Critical Time 3600 (seconds)

Queue Mode Auto-Allocation

Warning Time 1800 (seconds)

Directory Synchronization Tick

Numbers/Addresses block: Address [email protected]

Extension Language English (US)

E-Mail account emailbox

E-Mail Password ********

E-Mail Server 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 10

Max. Waiting Time 600

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Chat queue

On Queue Management – Queues click . Select Type “Chat Queue” and click OK.

Create the ACME Chat queue with following settings. (NOTE: web site for creating a chat request

will be configured later in chapter Chat Channel)

Basics block: Name ACME Chat

Description Chat queue

Ordinal 600

Prompt Language English (US)


Critical Time 180 (seconds)

Queue Mode Auto-Allocation


Numbers/Addresses block: Address [email protected]

Extension Language English (US)

Contact Management block: Queue size 10

Max. Waiting Time 600

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Queue Groups

Creating queue groups helps administrators allocating user rights for agents to a large number of

queues easily. Creating queue groups also makes it easy to configure monitoring rights for supervisors

or team leaders.

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.

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Scheduling

Scheduling is used to set up the opening/closing hours of different queues in special circumstances like

official holidays, weekends, etc. First we configure here the Switchboard queue to be open workdays

08:00 - 17:00.

Click on Queue Management Schedule. Click .

Select Service Times and Queue, then click OK.

Queue block:

Click Add Search, click on the Switchboard queue, then click Add and Close

Calendar block:

Click Add Search, click on Workdays, then click Add and Close

Schedule Details block:

Default Closed (from dropdown)

Start Time 8:00

End Time 17:00

Value Open


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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


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User and Role Management

User groups should be created before users. The principal is that users get the different user rights

through the roles and groups. Groups can also include sub groups and 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.

_______________________________________________________________________________

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Presence profiles are accessed through user roles:

_________________________________________________________________________________

Separate document about roles and groups is available to show more detailed configuration.

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Here‟s a sample of a small contact center:

More detailed view to the configuration. It is easy to configure e.g. monitoring rights to team leaders so

that they can monitor only the queues and users in their own team.

Sales agent(s)

CC Agentrole (default)

Users

Roles

User Groups

Sales agents group

Sales queue group

User Settings templates

CC Agent (default)

Directory template

Advanced (default)

Sales queue

Sales Callback

QueueQueues

Queue Groups

Sales team

Sales E-Mail

Queue

Sales Chat

Queue

Sales Team leader

Contact CenterManager

CC Manager

role

CC Supervisor (default)

Helpdesk Team leader

Helpdesk queue group

Helpdesk

queue

Helpdesk

E-Mail queue

Helpdesk Chat

Queue

Helpdesk agent(s)

CC Agentrole (default)

CC Agent (default)

Helpdesk team

Helpdesk agents group

Advanced (default)

Presence profiles Available, Away, Business Trip, Conference Call, Leave of Absence, Lunch, Meeting, Vacation…..

(default)

CC Supervisorrole (default)

CC Supervisorrole (default)

Sales Team leader group

Helpdesk Team leader group

Contact CenterManager group

Separate document available of this configuration.

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Groups

Agents group

Click on User Groups - Add New

Basics block:

Name CC Agents group

Description CC Agents group


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


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.

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Office users group


Basics block:

Name Office Users group

Description Office Users group

Directory Synchronization Untick


Expert users group


Basics block:

Name Expert users group

Description Expert users group

Directory Synchronization Untick

User Rights block:

From Type dropdown menu select Queue


Select the Switchboard queue then click Add and Close

On the Switchboard row, tick Serve


This setting is giving limited rights to configured queue to expert users.

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Supervisors group


Basics block:

Name CC Supervisors group

Description CC Supervisors group


Roles block:

Add the roles

Advanced Monitoring User

to enable monitoring and dashboard

functionality for supervisors and

Reporting Administrator to enable

editing reporting parameters.

Supervisor group additional Roles:

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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:


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Users

Configure CC Supervisor

Select User and Role Management Users, click Add New

Basics block

First Name (EN) Supervisor

Last Name (EN) CC


User Interface Language English (US)

Prompt Language English (UK)

User Settings Template CC Supervisor

Number 1010

Chat Address [email protected]

Chat Name Supervisor

E-Mail Address [email protected]

Use E-Mail Address in Sender‟s E-Mail Replies Tick

Mobile Number users mobile phone number

Authentication block

Logon Name supervisor

CRM Logon Name crmuser10

Voicemail and Notification Call Settings block

Voicemail number 1060

Roles block

Click Add Search, select CC Supervisor, click Add and Close

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Groups block

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

Skills block

Show Only User‟s Skills Untick

Set the skill level for the user

Recording block

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

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Call Settings block

Number of Switchboard Queue 1000 (needed for presence application to forward the call to sb number)

Queue Size 0 (0 for CC agents and supervisors)

Reporting block

Reporting Group ACME Agents


Reporting group(s) are used to show data in CDT Dashboard tab.

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Configure CC Agent

Select User and Role Management Users, click Add New Basics block

First Name (EN) Agent1 Last Name (EN) CC Time Zone Europe/Helsinki User Interface Language English (US) Prompt Language English (UK) User Settings Template CC Agent Number 1011

Chat Address [email protected] Chat Name Agent1 E-Mail Address [email protected] 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 User‟s Skills Untick Set the skill level for the user

Recording block

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

Call Settings block


Queue Size 0 (0 for CC agents and supervisors)

Reporting block Reporting Group ACME Agents

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Configure Expert User

Select User and Role Management Users, click Add New Basics block

First Name (EN) Expert Last Name (EN) SB Time Zone Europe/Helsinki User Interface Language English (US) Prompt Language English (UK) User Settings Template Expert Users Number 1012

E-Mail Address [email protected] 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


Queue Size 5 (1 or more for expert users like switchboard agents)

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Configure Office User


Basics block

First Name (EN) Office

Last Name (EN) User




User Settings Template Office Users

Number 1013

E-Mail Address [email protected]


Logon Name office

Voicemail and Notification Call Settings block


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


Queue Size 3 (1 or more for office users)

Configure a hard phone


Basics block

First Name (EN) Polycom

Last Name (EN) Hard phone




User Settings Template Office Users

Number: 1014


Logon Name 1014

Voicemail and Notification Call Settings block:


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


Queue Size 3 (1 or more for office users)

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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.

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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

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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.

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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 and configure the web

site IP address to the Host Address field. Additional settings on other tabs.

Common: Audio:

Contact Center: Queues:

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User Settings Template

Directory templates

- CC Supervisors and CC Agents are using the Advanced directory template by default

- Office users are using the Basic directory template by default

- Expert Users are using Expert directory template by default

Basic: - shows only General tab

Advanced: - shows General and Details tabs

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

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

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Directory Templates

Templates define the visible things in the CDT tabs. Directory templates can be edited to suit customer

needs. View of Advanced directory template:

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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

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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.

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Internet Chat Client

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

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

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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 2‒character coding.

Sample CustomerChatForm.xml file

……...

<CHANNEL_ADDRESS type="dropdown" name="Contact" required="yes" id="CHANNEL_ADDRESS">

<ITEM value="[email protected]"/>

</CHANNEL_ADDRESS>

………

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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.

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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

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CRM Integration

Integrations virtual unit template consists of Integration Interfaces, Web Server and optional Chat Portal

Server packages.


Time zone



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.

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

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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?sap-

user=crmuser00&sap-password=welcome

In the training environment the phone number of Agent1 (1011) is recognized in the CRM database as a

customer.

Separate documentation is available for CRM configuration.

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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 showing that.

Sign disappears when all the needed parameters have been entered.

Message shows what is missing:

More detailed information available in the Application Help.

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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.

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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 Select the file: „Example_QueueTransfer_IVR_import.xml’ from the folder

above.

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

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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.

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Outbound

Create a campaign

A simple example campaign is provided in the software package. It can be found from:

..\Install\ 7.0.x.x\Examples And Templates folder.

Name of the file is: Example_Outbound_Campaign_Tennis.txt

Copy the file e.g. to D:\SAP\BCM\ folder.

Edit the file. It includes numbers where the system is making the calls to. In the training environment the

calls should be done to hard phone number: 1014.

In the System Configurator open Outbound Management Campaigns. Click Import.

Configure the Campaign Name and File, click Start.

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Script example

Use Scripting Management and create an Interactive Script called Sales script sample. (or import script

from example file; Example_Outbound_Script_Tennis.txt)

Q1: Hi, we are calling from your local store. All our tennis products are now on big sale. Would you like to hear more about our offers? type: radio buttons

o Answer options:

yes (go to Q2)

no (go to Q9)

o Set as Mandatory question

Q2: Great! To recommend you right kind of racket, how often do you play tennis? type: drop down menu

o Answer options:

1 per week

2-3 times per week

4+ times per week Go to Q3. Q3: If you would now buy a new tennis racket, which of the following brands would you prefer? type: Checkboxes or Dropdown list with checkboxes

o Answer options:

Babolat

Dunlop

Fischer

Head

Prince

Wilson

Other Go to Q4. Q4: OK, thanks. Would you be interested to visit our store so we can book an expert to introduce you these rackets in more details? type: radio buttons

o Answer options:

yes (go to Q5, activate recording)

maybe later (go to Q7)

no thanks (go to Q9) Q5: Awesome! What would be best dates and times for you to visit our store?

o Answer option: Input Text Area with Text data type

o call recording activated at this stage (Q4 - yes answer)

Go to Q6.

Q6: Excellent, please visit our store on agreed time and our expert will be ready to introduce recommended rackets for you! Thanks for your time! See you, goodbye!

o Answer option: information. Go to last question

Q7: OK. When do you think you are going to update your racket so we can give you a call to discuss what we can offer at that time? type: radio button

o Answer options:

Within 6 months (go to Q8)

within 1 year (go to Q8)

more than 1 year (go to Q8)

please do not call me again (go to Q9) Q8: Very good, thanks. We will mark our records accordingly and give you a call again to see if it‟s then time to update your racket. Thanks for your time! See you, goodbye!

o Answer option: information. Go to last question.

Q9: OK. We hope you keep in mind our store once you need some tennis or other sport equipment....we‟ll promise you best service and attractive prices. Thanks for your time! See you, goodbye!

o Answer option: information.

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Script looks like this:

Default Call Result list:

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Browse back to Outbound Management Campaigns and open the Sample Campaign for

configuration.

Settings that typically must be configured before running a campaign:

Save the Sample Campaign, click Save and Close.

Start the campaign:

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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:

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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:

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Adding second Core virtual unit

Switch to Deployment Mode and add the second core virtual unit, use name ACME_Core2.


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

Common Variables:


Internal Server Certificate in Use Tick




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 ACME_Core2 and select Apply Changes to Local System. (remember to bind the virtual IP address on the HAC node level to correct physical IP address)

Always when adding certain type of new components to BCM system they have to be configured in the System Management

Modules.

Components of these types need configuration:

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.

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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.

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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:

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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.

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Import the same certnew.p7b to second server same way to Trusted Root Certification Authorities as it

was imported originally on this first server (see page 14 of this guide).

Import the (Exported_Internal_Server_Certificate_from_BCM00.pfx) file to this second server:

Select the correct file:

Password of the file and options

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Imported BCM.ACM.COM certificate:

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Install the Infrastructure Administrator (IA) to the second server and open it.

Copy the model.wim file from the first server to local folder (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)

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After saving the system model switch to Monitoring Mode. When the second HAC node starts to

communicate with the first server (HAC service and IA) it sends the new version of the system model to

the first server.

Using either the first or second server you can switch IA to Deployment Mode and start to configure

virtual unit instances to second server.

To install several virtual units on the Local HAC node, right click the local HAC node and select the

Apply All Changes to Local System. Local Infrastructure Administrator (IA) does the installation.

To install several virtual units on remote HAC node select the HAC node, right click the correct HAC

node and select Apply All Changes to Host. HAC service on the remote HAC node does the installation.

NOTE!: It is not recommended to have many Infrastructure Administrator user interfaces open

simultaneously.

You can follow the installation progress also on the other HAC nodes from IA.

After configuring the virtual units save the system model and switch to Monitoring Mode.

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BCM system

At this point the BCM system should look like this:

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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.

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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.

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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

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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)

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Database Name ● Authentication Type

● User Name

● Password

Summary of configuration ● Database created

Database configuration ready ● Virtual Directory URL configuration

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Virtual Directory created ● Optional E-mail configuration

Execution account configuration ● Encryption keys configuration

Filename ● Password

Encryption keys configured ● Optional Scale-out Deployment

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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:

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Reporting user rights

In this example we have already added the Reporting Administrator role to CC Supervisors group.

If needed the Reporting Administrator role can be also allocated directly to 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

‟

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You can configure some additional information for reporting.

You can also monitor the data transformation.

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Reports

Because of the default settings in Windows and SQL Server you may need to open Internet Explorer

using „Run as administrator‟ selection to be able to see reports if you are doing this configuration locally

on the server.

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:

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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.

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Alarms in this example were sent to a user using MS Outlook and also to the email channel.

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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.

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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.

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