6SP10 Example Installation

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Business Communications Management

software (BCM)

Version 6.0 SP10

EXAMPLE INSTALLATION


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COPYRIGHT

Copyright 2011 SAP AG. All rights reserved.

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information contained herein may be changed without prior notice.

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In this document the SAP Business Communications Management software is abbreviated as SAP BCM.

Icons

Icon Meaning

Caution

Example

Note

Recommendation

Syntax


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Table of Contents

EXAMPLE INSTALLATION ................................................................................................................................. 4

1 INSTALLING SERVER SOFTWARE ................................................................................................................... 6

1.1 PREREQUISITES ...................................................................................................................................... 6

1.2 INSTALLING INFRASTRUCTURE............................................................................................................... 6

1.3 SOFTWARE PACKAGES ........................................................................................................................... 61.4 Components of the SAP BCM phone system .......................................................................................... 7

2 VIRTUAL UNIT ADMINISTRATOR (VUA) ......................................................................................................... 7

2.1 Database server virtual unit ................................................................................................................... 9

2.2 Web Server virtual unit ........................................................................................................................ 10

2.3 CORE virtual unit ................................................................................................................................. 11

2.4 PSTN virtual unit .................................................................................................................................. 12

2.5 TERMINAL virtual unit.......................................................................................................................... 13

2.6 INTERNAL virtual unit .......................................................................................................................... 14

2.7 CHAT virtual unit ................................................................................................................................. 15

2.8 COM virtual unit .................................................................................................................................. 16

2.9 HAC virtual unit ................................................................................................................................... 17

2.10 DEFINING AND APPLYING DOMAIN ACCOUNT FOR HAC SERVICE ....................................................... 18

2.11 INITIALIZE CPM DATABASE................................................................................................................. 18

3 Creating system model with Infrastructure Administrator .......................................................................... 19

4 Saving the system model ............................................................................................................................ 22

5 SETTING UP CLIENT WORKSTATION(S) ........................................................................................................ 23

6 CONFIGURING SOFTWARE (System Administrator) ..................................................................................... 24

6.1 CONFIGURE CEM SERVER..................................................................................................................... 24

6.2 ADD GATEWAYS AND MEDIA ROUTING SERVER ................................................................................... 25

6.3 CONFIGURE ROUTES ............................................................................................................................ 27

6.4 CONFIGURE BCM APPLICATIONS.......................................................................................................... 28

6.5 CONFIGURE QUEUES ........................................................................................................................... 30

6.6 SETUP SCHEDULES ............................................................................................................................... 32

6.7 ADD ADMINISTRATORS........................................................................................................................ 33

6.8 SETUP SERVICES................................................................................................................................... 34

6.9 CREATE AND INSTALL THE CERTIFICATE ............................................................................................... 36

7 CONFIGURING USERS (User Administrator) ................................................................................................ 37

8 STARTING UP SYSTEM ................................................................................................................................ 39

9 CHAT CHANNEL .......................................................................................................................................... 4010 CRM INTEGRATION (INTEGRATION INTERFACES) ...................................................................................... 42

11 EMAIL CHANNEL ....................................................................................................................................... 43

12 IVR installation ......................................................................................................................................... 47

13 Skill based routing .................................................................................................................................... 48

14 Server side recording ................................................................................................................................ 49

15 Alarm server configuration ....................................................................................................................... 51

16 Troubleshooting, log level changes ........................................................................................................... 53

17 Adding users with Bulk Update Tool ......................................................................................................... 54

18 GLOSSARY ................................................................................................................................................ 55


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EXAMPLE INSTALLATION

This document describes an example of a single server contact center demo/test installation. The configured system can easily be scaledinto fully redundant multiple server ASP (application service provider) system. In real life systems there should be always a separate SQLserver and two or more application servers depending of the redundancy needs.

ACME contact center 40 users with numbers, 30 VoiceMail numbers

User groups Administrators (2) Supervisors (2) Contact Center Agents (30) Communication Mobile Clients (CMC) Users (10)

Different settings in Queues Switchboard queue Queue with Skill Based Routing (B-number as skill) Queue with several numbers Queue with VoiceMail number E-mail queue

Chat channel IVR Services IVR1 External Agent IVR (built-in application in the software) IVR2 Basic menu IVR (created with IVR Administrator) IVR3 Disturbance IVR (created with IVR Administrator)

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

Customer name: ACME

The default directory in BCM ACME (= customer name).

A contact center application called CC, where call recording is enabled.Queues:

Switchboard 1000 Sales 1001 Chat queue [email protected] E-Mail queue E-Mail (Acme) IVR application queue DISTURBANCE

Other applications: Voicemailapplication (VM) External Agent IVRapplication (EXT_AGENT)

EXT_AGENT queue with number: 1097 Personal Reachability Services application (PRS)

PRS queue with the number: 1098 Conference IVR application (CONFERENCE)

CONFERENCE queue with number: 1099

Two ACME contact center agents phone numbers for the agents 1010, 1011 voicemail numbers for agents 1060,1061

BCM (Business Communications Management) system main components: CEM Server

Call dispatcher Connection Server

H323Bridge SIPbridge External Terminal Controller

Media Routing 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

Work station

Hard phone

Sample environment

Gateway

PSTN

BCM Server including

SQL Server and IIS


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The example includes the following virtual units (name syntax e.g.: CUSTOMERNAME_VUNAME):

ACME_DB SQL instance: TR12\TRAININGACME_WEB IP 10.31.99.121ACME_CORE IP 10.31.99.122ACME_PSTN_1 IP 10.31.99.123ACME_TERMINAL_1 IP 10.31.99.124ACME_INTERNAL_1 IP 10.31.99.125ACME_CHAT IP 10.31.99.126ACME_COM (IP address not needed)HAC_1 uses the physical IP address of the server

These virtual units are a sample for a working system. If you add e.g. several H323/SIPbridges or MRS components, place them in their own virtual units.

In your own environment you need a free IP address for each virtual unit before you can continue with the installation.In this example the server physical IP address is 10.31.99.120and the virtual IP addresses for virtual units are 10.31.99.121. 10.31.99.126Subnet mask in this example is 255.255.254.0.

When planning your own environment, use your own server name, customer name and virtual unit names, IP addresses and subnet mask

numbers from your network environment, and plan your own number usage.

Persons using this document to install BCM software are assumed to have basic skills to understand and use Microsoft software.

Basic skills should cover the understanding Active Directory, using Microsoft SQL Server 2005 Management Studio, using Windows Server

2003 Administrative tools (e.g. Services, Internet Information Services (IIS) Manager, Component Services, Internet Explorer configuration)

Knowledge/understanding of PSTN (Public Switched Telephone Network), SIP (Session Initiation Protocol) and H.323 protocol standards and

terms is recommended.

TR12

SQL instance: TR12\TRAINING

IP address: 10.31.99.120


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1 INSTALLING SERVER SOFTWARE

1.1 PREREQUISITES

Training server with following setup:

Microsoft Windows 2003 Standard Server(English version) software with the latest service packs and hotfixes. Microsoft IISversion 6.0 software with theDefaultSMTP Virtual Serveroption added. Microsoft SQL Server 2005 Standardedition software with the latest service packs and hotfixes. During the installation of SQL

make sure that collation setting uses the case insensitive option. Java SE Runtime 6 (Note: Use 32-bit Java on all servers)

A domain account, for example with the nameBCMAdmin, add this account to the groupof local administrators. In this training material the domain is calledBCMTR.

1.2 INSTALLI NG INFRASTRUCTURE

Install the infrastructure software on each server locally.More information about Installation in installation_guide.pdf chapter 6.

1. Default path for the software is C:\Program Files\SAP\BCM\Install\6.0.x.02. Run theBCM Virtual Unit Administrator 6.0.msipackage from

Virtual Unit Administrator folder andBCM InfrastructureAdministrator 6.0.msipackage from Infrastructure Administrator folder.

3. Click theInstallbutton to start installation with default options.4. Wait until the installer completes the installation.

1.3 SOFTWARE PACKAGES

The infrastructure installation creates the directory named

C:\Program Files\SAP\BCM\Install.

Copy the installation package there.

In systems with several servers you can share this installation directory.

The list of packages is shown in the figure right.

Numbering plan:

Customer

queue

numbers, e.g.

Switchboard,

Marketing

User/agent

numbers

Voicemail

numbers

System queue

numbers, e.g.

PRS, EXT_AGENT,

CONFERENCE


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1.4 Component s of the SAP BCM phone system

2 VIRTUAL UNIT ADMINISTRATOR (VUA)

Configuring VUA (Virtual Unit Administrator) tool

1. Start the VUAtool from the desktop shortcut.2. Select the Tools >Set Install Media Directoryfunction and

browse the shared directory you just created.(default: C:\Program Files\SAP\BCM\Install)

3. Select the Tools > Set Home Directoryfunction and browse

the directory where you want to install the virtual units.(default: C:\Program Files\SAP\BCM)

Terminology

A physical (real) IP address is statically assigned to a physical computer system. A virtual IP address is managed by HAC (High Availability Controller), which may reassign the address dynamically to another server.

Each physical address is related to a specific physical computer system, whereas each virtual address is related to a specific virtual unit.

Virtual unit => a group of technical services that are managed as a single unit.

A virtual unit is usually associated with an access point(a virtual IP address) which is used to access the virtual units services over

network.

To achieve redundancyfor the virtual units services, an instance of the virtual unit is set up on two or more servers while only one of

these instances is active at a time.

If the server with an active virtual unit instance fails, another of the virtual units instances is activated, thus allowing the virtual unitsservices to continue on another server with minimal downtime.


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Virtual units, virtual IP addresses and the software packages used in this sample installation

ACME_DB SQL instance: TR12\TRAINING BCM databases, typically installed on a separate SQL cluster CEM Database Server CPM Database Server

------------------------------------------------------------------------------------------------------------------------------------------------ACME_WEB virtual IP address: 10.31.99.121 web site including all end user interfaces and

Web Server also the CRM integration component and the Chat Portal Server Chat Portal Server (these web sites can also be separated for security reasons) Integration Interfaces Reporting Web Clients Web Clients Web Administration Tools

------------------------------------------------------------------------------------------------------------------------------------------------ACME_CORE virtual IP address: 10.31.99.122 core virtual unit including CEM server and Chat server

CEM Server Chat Server

------------------------------------------------------------------------------------------------------------------------------------------------ACME_PSTN_1 virtual IP address: 10.31.99.123 components used for PSTN connection and prompts

H323 Bridge H323 bridge and SIP Bridge can handle the PSTN gateways SIP Bridge SIP gatekeeper is used by SIP hard phones Media Routing Server MRS plays all prompts Prompts

------------------------------------------------------------------------------------------------------------------------------------------------ACME_TERMINAL_1 virtual IP address: 10.31.99.124 components used by CDT end user interface

Connection Server and SIP hard phones External Terminal Controller SIP Bridge (for ETC)

------------------------------------------------------------------------------------------------------------------------------------------------ACME_INTERNAL_1 virtual IP address: 10.31.99.125 components needed by core components

Web Server (for security reasons the Internal Web Services should Data Collector always have its own virtual unit) Internal Web Services

------------------------------------------------------------------------------------------------------------------------------------------------ACME_CHAT virtual IP address: 10.31.99.126 web site for customer chat requests

Web Server (typically this is installed in DMZ) Internet Chat Client

------------------------------------------------------------------------------------------------------------------------------------------------ACME_COM components for sending e-mails, deleting messages

Communication Server and compressing voicemails------------------------------------------------------------------------------------------------------------------------------------------------

HAC_1 HAC instance is needed in every BCM server (not in SQL cluster) High Availability Controller

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

CEMCPM

ReportingHistory

CMC

CEM Server

Chat ServerInternal Web Services

Data CollectorPrompts

Web Administration ToolsWeb Clients

Reporting Web Clients

Connection Server

(for CMC)

External Terminal Controller

External

ServersE.g. CRM

DMZ

Internet Chat

Client

Chat

client

Internet

PSTN

H323 BridgeSIP Bridge (for SIP gateways)


Client PCs and hard phones (SIP)

Databases

Core components

Office network

Integration Interfaces

Server interface

Administration node(s)

Communication Server

H323 and SIPgateways

Protection areas

Core components

Server interface

DMZ

Gateways

External Servers

Databases

Office network

= security border (firewall, secure

connection etc.)

SIP Bridge(for SIP phones)

SMS Server

Chat Portal Server


File Replication Server

Connection Server(for office)


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2.1 Database ser ver vir tual unit

DB virtual unit consists of CEM and CPM Database Server installation packages.CEM Database Server package installs automatically also History Database Server package.

Typical (minimum) information needed by database software packages: Default time zone Connection information for SQL server(s) Database names Database collation (CPM) Database user name(s)

1. Open Virtual Unit Administratortool (VUA), activateDefault Systemin left frame, select the functionSoftware Add Virtual Unit... and give it the nameACME_DBand select the correct base installation from the list.

2. Right-click the virtual unit, selectAdd Software...and mark the check boxes to select the two software packages from the list:CEM Database ServerCPM Database Server

3. ActivateACME_DBvirtual unit in the left frame and enter the following values to the virtual unit info panel's edit boxes. The items marked asimmutable cannot be changed after they have been once set. If the immutable fields are left empty those values are set by the SQL server.

Common | Remarks:Log file directory of the Virtual Unit => $VU_HOME$\logs | default

Use Windows authentication for database connections|

default = checked

Default time zone=> (UTC+02:00) Helsinki, |select from drop down menuCEM Database Server

Maintenance address or name to the database server for CEM database=> TR12\TRAINING | SQL instance of your serverCEM database name=> ACME_CEM | name of the CEM databaseCEM database user name=> BCMTR\BCMAdmin | name of the domain userCEM database password => |empty if Windows authenticationPath to directory containing CEM database data files (immutable) :Initial size of CEM database data file (immutable):Growth increment size of CEM database data file (immutable) :Maximum size of CEM database data file (immutable):Path to directory containing CEM database transaction log files (immutable):Initial size of CEM database transaction file (immutable):Growth increment size of CEM database transaction log file (immutable) :Maximum size of CEM database transaction log file (immutable):Path to directory containing monitoring database data files (immutable):

Initial size of monitoring database data file (immutable):Growth increment size of monitoring database data file (immutable):Maximum size of monitoring database data file (immutable):Path to directory containing monitoring database transaction log files (immutable):Initial size of monitoring transaction data file (immutable):Growth increment size of monitoring database transaction log file (immutable):Maximum size of monitoring database transaction log file (immutable):Path to directory containing History database data files (immutable) :Initial size of History database data file (immutable):Growth increment size of History database data file (immutable):Maximum size of History database data file (immutable):Path to directory containing History database transaction log files (immutable):Initial size of History database transaction file (immutable):Growth increment size of History database transaction log file (immutable) :Maximum size of History database transaction log file (immutable):

CPM Database Server

Maintenance address or name to the database server for CPM database=> TR12\TRAINING | SQL instance of your serverCPM database name=> ACME_CPM | name of the CPM databaseCPM collation (immutable)=> | if empty, SQL Server default is used CPM database user name=> BCMTR\BCMAdmin | name of the domain userCPM database password => | empty if Windows authenticationPath to directory containing CPM database data files (immutable) :Initial size of CPM database data file (immutable):Growth increment size of CPM database data file (immutable) :Maximum size of CPM database data file (immutable):Path to directory containing CPM database transaction log files (immutable):Initial size of CPM database transaction file (immutable):Growth increment size of CPM database transaction log file (immutable) :Maximum size of CPM database transaction log file (immutable):

4. Click the Save Variablesbutton.

5. Commence the database installation by selecting the SoftwareApply Changes to Hostoption.

ACME_CEM, ACME_CEM_Histor y, ACME_CEM_Reporti ngandACME_CPMdatabases are created.

Installing databases:

CEM

CEM_History

CEM_Reporting

CPM

Installing sw:

CEM/CPMDatabases


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2.2 Web Ser ver vir tu al uni t

WEB virtual unit consists of web site including all necessary web services. Web sitescan be also separated. In large systems these components could be separated todedicated virtual units.

Typical (minimum) information needed by web software packages:

IP address of the virtual unit

Connection information for SQL server(s) Database names TCP port for HTTP connection Windows user account and password running web site and COM+ component Reporting server name and reporting administrator name Connection server IP address, port and certificate name Default time zone

1.ActivateDefault Systemin the left frame and select the function Software Add Virtual Unit...and give it the nameACME_WEBand then select the base installation from the list.

2. Right-click the virtual unit, select theAdd Software... and then select software packages

- Chat Portal Server - Integration Interfaces- Reporting Web Clients - Web Administration Tools- Web Clients - Web Server

3. Enter the following values to the virtual unit info panel's edit boxes (or corresponding ones of your system):

Common | Remarks:IP address of the Virtual Unit (immutable) => 10.31.99.121 |select the correct IP addressWeb server site name (immutable) => $VU_NAME$ |variable name, replaced with VU name

Use Windows authentication for database connections | default = checked

CEM database server address or name=> TR12\TRAINING |SQL instance of your serverCEM database name=> ACME_CEM |name of the CEM databaseCEM database user name => | leave empty if Windows authentication is usedCEM database password => | leave empty if Windows authentication is used

CPM database server address or name=> TR12\TRAINING |SQL instance of your serverCPM database name=> ACME_CPM |name of the CPM databaseCPM database user name => | leave empty if Windows authentication is usedCPM database password => | leave empty if Windows authentication is usedDefault language => english | use englishduring installationLog file directory of the Virtual Unit => $VU_HOME$\logs |defaultTCP port number for HTTP => 80 |defaultTCP port number for HTTPS => | if used, the default is 443

Windows user account for running Web related processes=> BCMTR\BCMAdmin | name of the domain userPassword of the Windows user account=> *********** |password of the domain user Reporting database server address or name => TR12\TRAINING |SQL instance of your serverUser name for reporting administrator user=> BCMTR\BCMAdmin |name of the domain userPassword for reporting administrator use => | leave empty if Windows authentication is used

Integration InterfacesProgram ID, e.g. own host_name SAPPhoneBCM => SAPPhoneBCM | defaultHost name or SAProuter path of the SAP gateway => 127.0.0.1 |defaultService of the SAP gateway, e.g. sapgw00 => sapgw00 |default

Web Clients

Connection Server IP address => 10.31.99.124 |IP address of the Connection ServerConnection Server port number => 21002 |defaultConnection Server certificate common name => COS.ACME.COM |certificate common nameSecond Connection Server IP address => |IP address of the second Connection ServerSecond Connection Server port number => |Second Connection Server certificate common name => |certificate common nameThird Connection Server IP address => |IP address of the third Connection Server Third Connection Server port number => |Third Connection Server certificate common name => |certificate common name

Web ServerDefault time zone=> (UTC+02:00) Helsinki, |select from drop down menu


5. Start the web server installation by selecting the function

Software Apply Changes to Host. |web site is created

Web site(s) - Web Admin tools

- Web Clients - Reporting Web Clients

- Integration Interfaces

- Chat Portal Server

Installing sw:


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2.3 CORE vir tual uni t

CORE virtual unit consists of Contact Event Manager (CEM), Call Dispatcher (CD)and Chat server. In large systems these components could be separated to dedicated virtual units.

Typical (minimum) information needed by core component software packages:

IP address of the virtual unit

Connection information for SQL server(s) Database names

1. ActivateDefault Systemin the left frame and select the function Software Add Virtual Unit... and give it the nameACME_COREand select the baseinstallation from the list.

2. Right-click the virtual unit, select the itemAdd Software... and select the software packages

CEM Server Chat Server

3. Enter the following values to the virtual unit info panel's edit boxes:

Common | Remarks:IP address of the Virtual Unit=> 10.31.99.122 | select the correct IP address


CEM database server address or name=> TR12\TRAINING | SQL instance of your serverCEM database name=> ACME_CEM | name of the CEM databaseCEM database user name => | leave empty if Windows authentication is usedCEM database password => | leave empty if Windows authentication is usedLog file directory of the Virtual Unit => $VU_HOME$\logs | default

CEM ServerDefault language => english | use englishduring installation

CPM database server address or name=> TR12\TRAINING | SQL instance of your serverCPM database name=> ACME_CPM | name of the CPM databaseCPM database user name => | leave empty if Windows authentication is usedCPM database password => | leave empty if Windows authentication is used


5. Start the core virtual unit installation by selecting the function SoftwareApply Changes to Host.

Notes:

CEM

CDChat Server

Installing sw:


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2.4 PSTN vir tual uni t

PSTN virtual unit consists of H323 Bridge, SIP Bridge, Media Routing Server (MRS)and Prompts. H323 bridge and SIP bridge can be configured to connect with gatewaysand MRS plays all the prompts (prerecorded messages). In large systems these componentscould be separated to dedicated virtual units.

Typical (minimum) information needed by PSTN related software packages:

IP address of the virtual unit H323 bridge gateway IDs SIP bridge gateway IDs Certificate name and issuer for SIP TLS connections

1. ActivateDefault Systemin the left frame and select the function Software Add VirtualUnit... and give it the nameACME_PSTN_1and select the base installation from the list.


H323Bridge Media Routing Server

Prompts SIP Bridge


Common | Remarks:IP address of the Virtual Unit=> 10.31.99.123 |select the correct IP addressLog file directory of the Virtual Unit => $VU_HOME$\logs | default

H323 BridgeH.323 Bridge's Gateway ID=> 323 | use an unique ID for every H323 bridge

Media Routing ServerMedia Router Server port number => 21010 | default

SIP BridgeSIP Bridge's Gateway ID=> 111 | use an unique ID for every SIP bridgeCertificate store (SIP) => HKLM/My | default

Certificate subject (SIP)=> COS.ACME.COM | the common name of your certificate Certificate issuer (SIP)=> BCM_TRAINING | the name of certificate authority (CA)


5. Start the installation by selecting the function Software Apply Changes to Host.

Notes:

H323 BRfor gateways

SIP BRfor gateways

MRSPrompts

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2.5 TERMINAL vir tu al uni t

TERMINAL virtual unit consists of Connection Server for soft phones, ExternalTerminal Controller and SIP Bridge/Gatekeeper for hard phones. Connection Servercan be also be used with mobile phones (Communication Mobile Client).In large systems these components could be separated to dedicated virtual units.

Typical (minimum) information needed by terminal component software packages:

IP address of the virtual unit Connection information for SQL server(s) Database names Certificate name and issuer for Connection server SIP bridge gateway IDs Certificate name and issuer for SIP TLS connections

1. ActivateDefault Systemin left frame, select Software Add Virtual Unit,name itACME_TERMINAL_1, select the base installation.


Connection Server External Terminal Controller SIP Bridge


Common | Remarks:IP address of the Virtual Unit=> 10.31.99.124 | select the correct IP addressLog file directory of the Virtual Unit => $VU_HOME$\logs | default


CEM database server address or name=> TR12\TRAINING | SQL instance of your serverCEM database name=> ACME_CEM | name of the CEM databaseCEM database user name => | leave empty if Windows authentication is usedCEM database password => | leave empty if Windows authentication is used

Connection ServerConnection Server port => 21002 | defaultCertificate store (CoS) => HKLM/My | default

Certificate subject (CoS)=> COS.ACME.COM | the common name of your certificate Certificate issuer (CoS)=> BCM_TRAINING | the name of certificate authority (CA)Verify client certificate (CoS) => 0 | default

External Terminal ControllerETC Port => 21015 | default

CPM database server address or name=> TR12\TRAINING | SQL instance of your serverCPM database name=> ACME_CPM | name of the CPM databaseCPM database user name => | leave empty if Windows authentication is usedCPM database password => | leave empty if Windows authentication is used

SIP BridgeSIP Bridge's Gateway ID=> 112 | use an unique ID for every SIP bridgeCertificate store (SIP) => HKLM/My | default

Certificate subject (SIP)=> COS.ACME.COM | the common name of your certificate Certificate issuer (SIP)=> BCM_TRAINING | the name of certificate authority (CA)



Notes:

SIP

GK / BRfor hard phones

ETC CoS

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2.6 INTERNAL vir t ual uni t

INTERNAL virtual unit consists of Data Collector and Internal Web Services. Internal Web Server(IWS) site handles the password checks and other classified information. Data Collector is used tosend data to SQL server for monitoring and reporting.In large systems these components could be separated to dedicated virtual units.

Typical (minimum) information needed by internal web service and data collector software packages:

Connection information for SQL server(s) Database names IP address of the virtual unit Web server site name Default time zone TCP port for HTTP connection Windows user account and password running web site and COM+ component

1. ActivateDefault Systemin left frame, select Software Add Virtual Unit..., name itACME_INTERNAL_1,select the base installation.


Data Collector,

Internal Web Services

Web Server


Common | Remarks:CEM database server address or name=> TR12\TRAINING | SQL instance of your serverCEM database name=> ACME_CEM | name of the CEM database

Use Windows authentication for database connections | default = checkedCEM database user name => | leave empty if Windows authentication is usedCEM database password => | leave empty if Windows authentication is usedLog file directory of the Virtual Unit => $VU_HOME$\logs | default

IP address of the Virtual Unit=> 10.31.99.125 | select the correct IP addressWeb server site name=> $VU_NAME$ | variable name, replaced with VU name

Default language => english | use englishduring installation

Data CollectorData Collectors transaction file buffer directory => $VU_HOME$\temp | default

Internal Web ServicesCPM database server address or name=> TR12\TRAINING | SQL instance of your serverCPM database name=> ACME_CPM | name of the CPM databaseCPM database user name => | leave empty if Windows authentication is usedCPM database password => | leave empty if Windows authentication is used

Web ServerDefault time zone=> (UTC+02:00) Helsinki, |select from drop down menuTCP port number for HTTP => 80 | defaultTCP port number for HTTPS => | if used, the default is 443

Windows user account for running Web related processes=>BCMTR\BCMAdmin | name of the domain userPassword of the Windows user account=> ********** | password of the domain user



Notes:

Internal Web Services

Data Collector

Installing sw:


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2.7 CHAT vir t ual uni t

CHAT virtual unit is typically installed to DMZ. Here it is only as sample how to create it.

Typical (minimum) information needed by web software packages:

IP address of the virtual unit Web server site name Default time zone TCP port for HTTP connection Windows user account and password running web site and COM+ component

1. ActivateDefault Systemin the left frame and select the function Software Add Virtual Unit...and give it the nameACME_CHATand select the base installation from the list.

2. Right-click the virtual unit, select the itemAdd Software... and select the software package

Web Server

3. Enter the following values to the virtual unit info panel's edit boxes:| Remarks:

IP address of the Virtual Unit=> 10.31.99.126 | select the correct IP address

Web server site name=> $VU_NAME$ | defaultUse Windows authentication for database connections | default = checkedDefault language => english | use englishduring installationLog file directory of the Virtual Unit => $VU_HOME$\logs | default

Default time zone=> (UTC+02:00) Helsinki, |select from drop down menuTCP port number for HTTP => 80 | defaultTCP port number for HTTPS => | if used, the default is 443

Windows user account for running Web related processes=>BCMTR\BCMAdmin | name of the domain userPassword of the Windows user account=> ********** | password of the domain user


5. Start the installation by selecting the function Software Apply Changes to Host.(chat channel installation continues in chapter 8)

Notes:

Internet Chat

Client

In DMZ

Installing sw:


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2.8 COM vir tu al un it

COM virtual unit consists of three small services: Message Cleaner (MsgCleaner),Message To Mail (MsgToMail) and Voicemail Compressor (VMCompress) .(NOTE: If the SMS Server package is installed to this same virtual unit it needs a virtual IP address.)

Typical (minimum) information needed by terminal component software packages:

Connection information for SQL server(s) Database names

1. ActivateDefault Systemin the left frame and select the function Software Add Virtual Unit...and give it the nameACME_COMand select the base installation from the list.

2. Right-click the virtual unit, select the itemAdd Software... and select the software package Communication Server


Use Windows authentication for database connections | default = checkedCEM database server address or name=> TR12\TRAINING | SQL instance of your server CEM database name=> ACME_CEM | name of the CEM databaseCEM database user name => | empty if Windows authentication

CEM database password => | empty if Windows authenticationLog file directory of the Virtual Unit => $VU_HOME$\logs | default



Notes:

Communication

Server

Installing sw:


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2.9 HAC vir t ual uni t

HAC monitors and manages the system components to keep the BCM system services available at all times.In large systems these components could be separated to dedicated virtual units.

Information needed by HAC virtual unit software packages:

HAC node name HAC to HAC communication address and port HAC to IA communication address and port HAC administration user name(s)

1. ActivateDefault Systemin the left frame and select the function Software Add Virtual Unit...and give it the nameHAC_1and select the base installation from the list.

2. Right-click the virtual unit, select the itemAdd Software... and select the software package

High Availability Controller


HAC node name=> TR12 | use the name of your serverHAC node server addresses=> 10.31.99.120:21012 | : of the HAC node

| select the correct IP addressHAC node administration addresses=> 10.31.99.120:21014 | : for the Admin node

| select the correct IP addressHAC Adminstration Users=> BCMAdmin | NOTE ! case sensitive user idHAC View-only Administration Users => | optional view-only userHAC Server Connection Security Certificate Name => | optional certificate for HAC-HAC communicationHAC User Connection Security Certificate Name => | optional certificate for IA-HAC communicationLog file directory of the Virtual Unit => $VU_HOME$\logs | default



Notes:

HAC- High Availability Controller

- Alarm Server

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2.10 DEFINING AND APPLYING DOMAIN ACCOUNT FOR HAC SERVICE

1. In this example, the domain is called BCMTR2. Domain account name is BCMAdmin3. Apply the domain account for SAP BCM HAC service:

StartAdministrative tools Services. Right click the SAP BCM HAC service and select Properties Log on. Select This Account:radio button. Browse the domain account.(BrowseLocations EntireDirectorybcmtr.local OK) Enter the nameBCMAdminand click OK. Enter the correct password and confirm it. Start SAP BCM HAC service.

Now all virtual units have been deployed. The VUA view should look like in the figure:

2.11 INITIALIZE CPM DATABASE

To make search features to work after installation run these SQL jobs in SQL Agent Jobs list

-ACME_CPM full-text search init

-ACME_CPM TM full-text search init (* see note below

This enables making full text searches among the data.

(* NOTE:ACME_CPM TM full-text search initjob should be run onlywhen you want to use Communication Task Management, CTM.ACME is here only presenting the customer name.

Notes:


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3 Creating system model with Infrastructure AdministratorStart theInfrastructure Administrator (IA)tool with the shortcut or byclicking the C:\ProgramFiles\SAP\BCM\IA\IA.exe.More information about creating system model is in installation_guide.pdf chapter 7.

Right clickHAC Nodesand selectAdd NodeHAC Node. Enter the name of the HAC node: TR12 | use the name of your server Enter the IP address and the port of the HAC node: 10.31.99.120:21012 | select the correct IP address Enter the default path for home directory: C:\Program Files\SAP\BCM | from separate document Enter the default path for log file directory: $WICOM_HOME$ |default

OnNetworktab, enterIP addresses for Administration: 10.31.99.120:21014 | select the correct IP address Click Add and Apply.

NOTE:All HAC nodes require a unique name; typically the name is the server name.

Notes:

HAC node IP address and port

(HAC HAC connection)

Administration node connection port

(IA HAC connection)

HAC- High Availability Controller

- Alarm Server

Configuring system model:


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1. Add the virtual unitACME_WEB:

Right-click the Virtual Unitsin the model view and selecttheAdd... SAP BCM Web Server Virtual Unitoption.

Dialog boxes appear asking for the following information: | Remarks: Name of the virtual unit: ACME_WEB | name of the web site IP address of the virtual unit: 10.31.99.121 |

select the correct IP address

Subnet mask for the IP address: 255.255.254.0 | subnet mask depends on the network Name of the IIS site: $VU_NAME$ | variable name, inserts the name of the VU HTTP path to a web page...: /getwcstatus.htm | default web site test page, dont change

Select server (HAC Node) for the virtual unit by right-clicking theHostsin the virtual unit and selecting Add Instance TR12 as seen in the figure above right:

2. Add the virtual unitACME_CORE:

Right-click the Virtual Unitsin the model view and selecttheAdd... SAP BCM Core Server Virtual Unit.

Dialog boxes appear asking for the following information: | Remarks:

Name of the virtual unit: ACME_CORE | name of the core virtual unit IP address of the virtual unit: 10.31.99.122 | select the correct IP address Subnet mask for the IP address: 255.255.254.0 | subnet mask depends on the network

Add chat server component to the Componentssection:Right-click Componentsand selectAdd Component SAP BCM product SAP BCM Chat Server

Select server (HAC Node) for the virtual unit by right-clicking on theHostsin the virtual unit and selecting Add Instance TR12.


- Web Clients

- Reporting Web Clients - Integration Interfaces


CEM

CDChat Server




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3. Add the virtual unit ACME_PSTN_1:

Right-click the Virtual Unitsin the model view and selecttheAdd... SAP BCM H.323 Bridge Server Virtual Unit.Dialog boxes appear asking for the following information:

| Remarks: Name of the virtual unit: ACME_PSTN_1 | name of the PSTN virtual unit IP address of the virtual unit: 10.31.99.123 | select the correct IP address Subnet mask for the IP address: 255.255.254.0 | subnet mask depends on the network

Add other needed component to the Componentssection: Right-click Componentsand selectAdd Component SAP BCM product SAP BCM SIP Bridge.


4. Add the virtual unitACME_TERMINAL_1:

Right-click the Virtual Unitsin the model view and selecttheAdd... SAP BCM Connection Server Virtual Unit.Dialog boxes appear asking for the following information:

Name of the virtual unit: ACME_TERMINAL_1 | name of the TERMINAL virtual unit IP address of the virtual unit: 10.31.99.124 | select the correct IP address Subnet mask for the IP address: 255.255.254.0 | subnet mask depends on the network Add other needed components to the Componentssection:

Right-click Componentsand selectAdd Component SAP BCM product SAP BCM SIP Bridge Right-click Componentsand selectAdd Component SAP BCM product SAP BCM External Terminal Controller


5. Add the virtual unitACME_INTERNAL_1:

Right-click the Virtual Unitsin the model view and selecttheAdd... SAP BCM Web Server Virtual Unit option.

Dialog boxes appear asking for the following information:

Name of the virtual unit: ACME_INTERNAL_1 | name of the INTERNAL virtual unit IP address of the virtual unit: 10.31.99.125 | select the correct IP address Subnet mask for the IP address: 255.255.254.0 | subnet mask depends on the network

Name of the IIS site: $VU_NAME$ | variable name, inserts the name of the VU HTTP path to a web page...: /getwcstatus.htm | default web site test page, dont change Right-click Componentsand selectAdd Component SAP BCM product SAP BCM Data Collector


6. Add the virtual unitACME_CHAT:

Right-click the Virtual Units option in the model view and selecttheAdd... SAP BCM Web Server Virtual Unit option.

Dialog boxes appear asking for the following information:

Name of the virtual unit: ACME_CHAT | name of the chat web site IP address of the virtual unit: 10.31.99.126 | select the correct IP address

Subnet mask for the IP address: 255.255.254.0 | subnet mask depends on the network Name of the IIS site: $VU_NAME$ | variable name, inserts the name of the VU HTTP path to a web page...: /getwcstatus.htm | default web site test page, dont change


7. Add the virtual unitACME_COM:

Right-click the Virtual Units option in the model view and selecttheAdd... SAP BCM Communications Server Virtual Unit option.

Dialog boxes appear asking for the following information:| Remarks:

Name of the virtual unit: ACME_COM | name of the COM virtual unit

Select server (HAC Node) for the virtual unit by right-clicking on theHostsin the virtual unit and selecting Add Instance TR12

H323 BRfor gateways

SIP BRfor gateways

MRSPrompts

SIP


ETCCoS

Internal Web ServicesData Collector

Internet Chat

Client

In DMZ






Communication

Server


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4 Saving the system model

Select the menu functionFile > Save As...and save the file in the directoryC:\Program Files\SAP\BCM\VU\HAC_1\etc with the default namemodel.wim

Arrange the IA window and panel sizes according to your needs and make it default by selecting menu function Views > Save Settings.

1. Start the SAP BCM HAC TR12service in the Programs Administrative tools Services application.

2.Set the IAtool to on-line mode by selecting menu functionMonitoring Connect. Use the Login name that youve entered in VUA to log in(BCMAdmin) with correct password.

Infrastructure Administratortool starts to display the signs that system is alive.

Green triangles at each active item (e.g.ACME_WEB), red dots at each inactive item and red crosses at failed items (e.g.ACME_CORE).

NOTE: At this point some virtual units may fai l because there is configuration

information missing from database. This information is entered via System

Administration and User Administration pages.

Only the virtual unit where the Web Administration Tools is installed

(ACME_WEB in this training setup) must be running at this point of installation.

If you have problems at this stage (green triangles do not appear and yellow spots, red crosses orexclamation marks are displayed instead) check all node names, IP addresses, virtual unit namesand the name of the HAC service in Windows Control Panel carefully.

Also check that no other application is using the ports configured for the HAC nodes(here 21012 and 21014). For further troubleshooting see the infrastructure_guide.pdf document.

Notes:


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5 SETTING UP CLIENT WORKSTATION(S)

To enable administrative tasks and using the software in the Internet Explorer browser, configure your computer in the following way. For configuring otherclient workstations see the client_workstation_instsallation_guide.pdf document.

Client workstations need to have theMicrosoft Internet Explorersoftware installed.Start theMicrosoft Internet Explorer software.

1. Select the Tools Internet Options Securityoption.

2. Select the Trusted sitesoption.

3. Click the Sites...button. The Trusted sitesdialog box appears.Uncheckthe check box Require server verification (https:) for all sites in this zoneoption before adding new sites to the list.Add the name or IP address (http://10.31.99.121) of your website, and click the OKbutton to return to theInternet options dialog window.

4. Click the Custom levelbutton, and set the required Security Settings. See the client_workstation_instsallation_guide.pdf document for further instructions.

Configuring security settings in IE 8.0 version

The following settings are the minimum changes required to theMedium level for the BCM system to work properly with theInternet Explorer 8.0 version:

ActiveX controls and plug-ins

Automatic prompting for ActiveX controls => Enable.Initialize and script ActiveX controls not marked as safe for scripting => Enable.

Miscellaneous

Use SmartScreen Filter => Disable.Use Pop-up Blocker => Disable.

Scripting

Allow Programmatic clipboard access => Enable. This setting is required for the Task Manager application to work properly.User Authentication

Logon

Select theAutomatic logon with current name and password option.

Configuring security settings in IE 7.0 version

The following settings are the minimum changes required to theMedium level for the BCM system to work properly with theInternet Explorer 7.0 version:ActiveX controls and plug-ins

Automatic prompting for ActiveX controls => Enable.Initialize and script ActiveX controls not marked as safe for scripting => Enable.

Miscellaneous

Use Phishing filter => Disable.Use Pop-up Blocker => Disable.

Scripting

Allow Programmatic clipboard access => Enable. This setting is required for the Task Manager application to work properly.User Authentication

Logon

Select theAutomatic logon with current name and password option.

5. Click the OKbutton.

6.Close the

Microsoft Internet Explorersoftware and reopen it to take new configuration into use.

Notes:


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6 CONFIGURING SOFTWARE (System Administrator)

Browse theACME_WEBvirtual units addresshttp://10.31.99.121/adminto open the System Administrator application. Enter the user nameAdministratorwithout a password. System asks you to enter new password for the Administrator. Set the new password e.g.: 123

This opens the System Administratorapplication.

In the following tasks when entering names, do not use any special characters, nor space but underscore ( _ ) between the words. For more information aboutconfiguration, see the system_admin_guide.pdf document.

6.1 CONFIGURE CEM SERVER

CEM (Contact Event Manager) server is one of the core components. It allocates the calls ,emails, chatsetc. to queues and finds free agents to handle the contacts. CD (Call Dispatcher) is the component that makesdecisions about routing the calls based on different routing rules and configured gateways.

Click the field called:Click here to add a new application server

1. Add the CEM server in thePlatformsview Servertab using values:

| Remarks:Name: ACME_CORE | the name of the CORE virtual unitAddress: 10.31.99.122 | select correct IP addressPort: 21099 | defaultDescription: CEM Server | free textWAV file path: C:\Program Files\SAP\BCM\VU\ACME_PSTN_1\Prompts | this can be browsed also with Browsebutton

2. On the same view, on the Call dispatchertab, enter the following values:| Remarks:

Name: ACME_CORE | the name of the CORE virtual unitDescription: Call dispatcher | free textHost: 10.31.99.122 | select the correct IP address

Port: 21000 | default

3.Parameterspage, add the following parameters from the dropdown menuCodecPri1 G711 | default system wide codecLogLevel 1 | call dispatcher log level setting

The basic telephony software needs no advanced parameter settings in theParameterstab.

Some SIP hard phones (e.g. some Cisco models) support only G.711 codec, then you need to enter the value G711.

The SAP BCM system default codec is G729.

Other applications or special configurations may require additional parameter settings, see the system_admin_guide.pdf document.

CEMCD

Configuring database:


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6.2 ADD GATEWAYS AND MEDIA ROUTING SERVER

NOTE: Always configure the SIP Gatekeeper before the SIP Bridge. | Remarks:

In the samePlatformsview click the Gateways - N/Acolumn and create the following gateways:1. SelectH323 Bridgefrom Typedropdown menu, then enter the following values:

Name: PSTN_H323BR | the name of the PSTN H323 bridge

Description: H323 Bridge for PSTN | free text descriptionType: H323 Bridge | type of gatewayHost: 10.31.99.123 | select the correct IP addressPort: 21003 | default

Click theAddbutton.

2. Click theAdd newbutton and enter the following information to add SIP gatekeeper, selectSIP Gatekeeperfrom Typedropdown menu, then enter the following values:

Name: PSTN_SIPGK | the name of the PSTN SIP gatekeeperDescription: SIP Gatekeeper for PSTN | free text descriptionType: SIPGatekeeper | type of gatewayHost: 10.31.99.123 | select the correct IP addressPort: 21006 | default

Click theAddbutton.

3. Click theAdd newbutton and enter the following information to add SIP bridge, select

SIP Bridgefrom Typedropdown menu, then enter the following values:Name: PSTN_SIPBR | the name of the PSTN SIP bridgeDescription: SIP Bridge for PSTN | free text descriptionType: SIP Bridge | type of gatewayHost: 10.31.99.123 | select the correct IP addressPort: 21007 | defaultGatekeeper: SIPGK | select the correct gatekeeper

Click theAddbutton.

4. Click theAdd newbutton and enter the following information to add SIP gatekeeper forExternal Terminal Controller (ETC,)select SIP Gatekeeperfrom Typedropdown menu, then enter the following values:

Name: ETC_SIPGK | the name of the SIP gatekeeper for ETC Description: SIP Gatekeeper for ETC | free text descriptionType: SIP Gatekeeper | type of gatewayHost: 10.31.99.124 | select the correct IP address

Port: 21006 | defaultClick theAddbutton.

5. Click theAdd newbutton and enter the following information to add SIP bridge forExternal Terminal Controller (ETC),select SIP Bridgefrom Typedropdown menu, then enter the following values:

Name: ETC_SIPBR | the name of the SIP bridge for ETCDescription: SIP Bridge for ETC | free text descriptionType: SIP Bridge | type of gatewayHost: 10.31.99.124 | select the correct IP addressPort: 21007 | defaultGatekeeper: ETC_SIPGK | select the correct gatekeeper

Click theAddbutton.

6. Click theAdd newbutton and enter the following information to addExternal Terminal Controller (ETC)gateway,selectExternal Terminal Controllerfrom Typedropdown menu, then enter the following values:

Name: ETC | the name of the External Terminal Controller

Description: ETC | free text descriptionType: External Terminal Controller | type of gatewayHost: 10.31.99.124 | select the correct IP addressPort: 21015 | default

Click theAddbutton.

Define the SIP bridges for ETC by selecting SIP bridgestab:SelectETC_SIPBRfrom SIB bridges and clickAddbutton to add it toIn use field.

Click the Updatebutton.

H323 BRfor gateways

SIP BRfor gateways

SIP BRfor gateways

SIP


SIP


ETC








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7. Activate any gateway in Gatewaystab and click theAdd newbutton and enter the following information to addMedia Routing Server (MRS) gateway,selectMedia routing serverfrom Typedropdown menu, then enter the following values:

Name: MRS | the name of the Media Routing ServerDescription: MRS | free text descriptionType: Media routing server | type of gatewayHost: 10.31.99.123 | select the correct IP addressPort: 21010 | default

Click theAddbutton.

Define the MRS parameters and links:

Select theMRS gateway and theMRS param.tabSelect each parameter from theNamelist and enter the value, then click the Updatebutton:

RTP_IP => 10.31.99.123 | select the correct IP address AVAILABLE_SLOTS => 100 | resources reserved for prompts, less than 800 RTP_PORT_AREA => 8000 | RTP port area start

Select theLinkagetab and add all gateways to theIn use field.Click the Updatebutton.

8. If you have a gateway to public telephone network, add it under the appropriate bridge. For example, if you have Innovaphone IP3000 H.323 gateway, addit as anExternal gateway on the row ofH323BR Gateway with the following information:

Name: IP3000 | name for the gateway Description: Innovaphone IP3000 Gateway | free text descriptionType: H323/SIP Gateway | type of gatewayHost: 10.31.99.249 (the IP address of the IP3000) | select the correct IP addressPort: 0 | not usedBridge: PSTN_H323BR

9. If you haveAudiocodes Mediant gateway, add it as anExternal gatewayon the row of SIPBRGateway with the following information:

Name: MEDIANT | name for the gateway Description: Audiocodes Mediant Gateway SIP | free text descriptionType: H323/SIP Gateway | type of gatewayHost: 10.31.99.250 (the IP address of the MEDIANT) | select the correct IP addressPort: 0 | not usedBridge: PSTN_SIPBR

10. Open again the MRSLinkagetab and add the newly addedIP3000andMEDIANTgateways toIn use list. Otherwise the MRS is not playing prompts tothese gateways.

These are the gateways that have now been configured:

Notes:

MRSPromptsConfiguring database:



H323

GW

SIP

GW


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6.3 CONFIGURE ROUTES

Add some sample route(s) for the outgoing calls in theRouting view.More information about Routing in system_admin_guide.pdf chapter 2.6.

NOTE: do not edit the existing default routes and destinations; they are for hard phones, e.g. Polycom, Cisco, GrandStream.

1. Click any item on theRoutecolumn (or right-click the header)

Click theAdd newbutton and enter the following information:

Name: MEDIANT_ROUTE | name for the routeDescription: Calls out using Mediant gateway | free text descriptionEdit mask: | empty by defaultPriority type: LRU | type: LOW, LRU, HIGHCodec: -- none -- | defaultApplication server: ACME_CORE | virtual unit where Call Dispatcher is installed

Click theAddbutton to save the route.

2. Click thePatterncolumn on theMEDIANT_ROUTErow

Any number that is notrecognized as an internal BCM number:

Name: OUT_PATTERN_#* | name for the patternDescription: Calls out, any length | free text descriptionPattern: #* | pattern to match (matches any number longer than 1 digit)Route: MEDIANT_ROUTE | route if pattern matchesEdit mask: * | number can be edited with mask Click theAddbutton to save the pattern.

ClickAdd newbutton and add a new pattern

Changing the national number starting with +358to 0 (e.g. +358123 4567 0 123 4567):Name: +358* | name for the patternDescription: National number (+358) recognition | free text descriptionPattern: +358* | pattern to match (this strips the +358 from number)Route: MEDIANT_ROUTE | route if pattern matchesEdit mask: 0* | edited with mask (this adds 0 in front of the number)Click theAddbutton to save the pattern.

ClickAdd newbutton and add a new pattern

Emergency number:Name: 112 | name for the patternDescription: Emergency number 112 | free text descriptionPattern: 112 | pattern to match (this strips the 112 from number)Route: MEDIANT_ROUTE | route if pattern matchesEdit mask: 112 | edited with mask (this adds 112 back to the number)

Click theAddbutton to save the pattern.

3. Click theDestinationcolumn on theMEDIANT_ROUTErowName: MEDIANT_DEST | name for the destinationRoute: MEDIANT_ROUTE | route of this destinationGateway: MEDIANT | gateway to be usedCodec: -- none -- | default

Priority: 100 | value used with priority selection configured in routeMask in: #### | how many digits used from incoming callMask out: | empty by defaultCaller Mask: | empty by defaultPort: 0 | NOTE: select the port from t he list on the left

Click theAddbutton to save the destination.

NOTE: Any changes in patterns, routes or destinations are taken in use by selecting any of the patterns and clicking Applybutton.

Configuring database:CEMCD

SIPGW

SIP BRfor gateways

PSTN


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6.4 CONFIGURE BCM APPLICATIONS

More information about Routing in system_admin_guide.pdf chapter 2.4.

1. Select theApplicationsview.

2. Define the default directory:

Enter theDirectoryname: ACME Select the access mode: Allow access by default Enter the CPM database name: ACME_CPM

NOTE: If the CEM and CPM databases are on the same physical server, as recommended in standard installation, the database name is enough. If they are ondifferent servers, add also the server linked in the SQL Server Management Studio.

Click the Updatebutton. Check the following fields:

Contact search template: By default the contact is searched with the database fields: person name, company name, title, cost center profile,company phone number, account phone number, direct phone number, mobile phone number, account sub company name and account departmentname.Person search template: By default the person is searched with the database fields: person name, title, persons default phone number, direct phone

number and mobile phone number.

3.Create PRSprofiles. ClickProfilesbutton and createLUNCHand CONFERENCEprofiles using following settings(NOTE: MSLAprofile can be created later after the queue group has been created, see instructions in Chapter 5.5 step 6):

Profile information:

Profile behavior:

IVR options

4. Create a call center type of application to the default directory's applications.Click theN/Afield in theApplicationscolumn, on theACME row.Select theApplicationtab, enter the following information and click theAddbutton on the right:

Name: CC | name of the application

Type: CALLCENTER | type of applicationPort number: 21100 | default TCP port for applicationRing-back time: 10 | default time for welcome promptCritical time: 20 | color change in UI from green to redCall out prefixes:Application server: ACME_CORE | this server must be selected at only onceCustomizing file:Source file: Unimain/v1 | default source file, dont changeWAV file path:

Click theAddbutton

5.Set the advanced application parameters for the new application:

Select theParameterstab and category Call recording:

appcnf_WS_record_level => 11 | this enables the call recording in the CDTapplication, more info in documentation

Name LUNCH CONFERENCE MSLA

Type ABSENCE CONFERENCE PRESENCE

Reason LUNCH --- NONE --- --- NONE ---

Duration 30 minutes (Continuous) (Continuous)

Availability AWAY TENTATIVE FREE

Queue group --(None)-- --(None)-- MSLA

End time rounding 10 minutes --(None)-- --(None)--

(Default) IVR PASS PASS

Audio prompt LUNCH

1 VOICEMAIL

2 MOBILE

3 SWITCHBOARD

CEM

CD



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6. Add a voicemail application with the following information correspondingly:

Name: VM | name of the applicationType: VOICEMAIL | type of applicationPort number: 21101 | default TCP port for applicationRing-back time: 10 | not used in VMCritical time: 20 | not used in VMCall out prefixes:Application server: ACME_CORE |

Customizing file:Source file: Voicemail | default source file, dont changeWAV file path:Recording path: C:\Program Files\SAP\BCM\VU\ACME_PSTN_1\prompts\VoiceMail\RecConversion path: C:\Program Files\SAP\BCM\VU\ACME_PSTN_1\prompts\VoiceMail\Rec

Click theAddbutton

7. Add a personal reachability service (PRS) application with the following information correspondingly:

Name: PRS | name of the applicationType: PRSIVR | type of applicationPort number: 21102 | default TCP port for applicationRing-back time: 10 | not used in PRSCritical time: 20 | not used in PRS

Call out prefixes:Application server: ACME_CORE |Customizing file: PRSIVR_Customize | default customizing file, dont changeSource file: PRSIVR | default source file, dont changeWAV file path:

Click theAddbutton

8. Add a conference IVR application with the following information correspondingly:

Name: CONFERENCE | name of the applicationType: CONFIVR | type of applicationPort number: 21103 | default TCP port for applicationRing-back time: 10 | not used in CONFERENCECritical time: 20 | not used in CONFERENCECall out prefixes:Application server: ACME_CORE |Customizing file: Conference_Customize | default customizing file, dont change Source file: Conference | default source file, dont changeWAV file path:

Click theAddbutton

9. Add an external agent IVR application with the following information correspondingly:

Name: EXT_AGENT | name of the applicationType: EXTAGENTIVR | type of applicationPort number: 21104 | default TCP port for applicationRing-back time: 10 | not used in EXT_AGENT

Critical time: 20 | not used in EXT_AGENTCall out prefixes:Application server: ACME_CORE |

Parent application: CC | parent application for external agent IVRCustomizing file:Source file: ExternalAgents | default source file, dont changeWAV file path:

Click theAddbutton


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6.5 CONFIGURE QUEUES

Select the Queuesview and add the following queues.More information about Queues in system_admin_guide.pdf chapter 2.8.

1. Add a queue for CC application:

Click the Operator directfield in the Queuecolumn.

Click theAdd newbutton and enter the information: | Remarks:

Name: QUEUE1 | technical name of the queueDisplayed name: Switchboard | displayed name of the queueDescription: free text, for example: Switchboard, nr 1000 | free descriptionNumber(s):Default queue:Default queue for:Language:Ordinal no.: 0 | sets the order of the queue in the UITime zone: (UTC+02:00) Helsinki, Kyiv, Riga..... | time zone selection Voicemail box configured: dont tick the check box

Click theAddbutton. Click the corresponding field in the Channelcolumn and enter the information:

Media type: Phone

Number/account: 1000 | number of the queue Click theAddbutton.

2. Add another queue for CC application correspondingly. Click theAdd newbutton and enter the information:

| Remarks:Name: QUEUE2 | technical name of the queueDisplayed name: Sales | displayed name of the queueDescription: free text, for example: Sales queue | free descriptionDefault queue: QUEUE1 | this value sets the default overflow queueOrdinal no.: 1 | sets the order of the queue in the UITime zone: (UTC+02:00) Helsinki, Kyiv, Riga.. | time zone selection

Voicemail box configured: tick the check box to create voicemail number Number (voicemail number): 1051 | number of the queue


Media type: PhoneNumber/account: 1001 | number of the queue Click theAddbutton.

3. Add a queue for the PRSapplication with name the PRS

Name: PRS | technical name of the queueDisplayed name: PRS | displayed name of the queueDescription: free text, for example: | free descriptionNumber(s):Default queue:Default queue for:

Language:Ordinal no.: | sets the order of the queue in the UITime zone: -- Select -- | time zone selection Voicemail box configured: dont tick the check box,no voicemail



CEM

CD



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4.Add a queue for the CONFERENCE application with name the CONFERENCE

Name: CONFERENCE | technical name of the queueDisplayed name: CONFERENCE | displayed name of the queueDescription: free text, for example: | free descriptionNumber(s):Default queue:Default queue for:Language:

Ordinal no.: | sets the order of the queue in the UITime zone: -- Select -- | time zone selection Voicemail box configured: dont tick the check box,no voicemail



5. Add a queue for theEXT_AGENT application with name theEXT_AGENT

Name: EXT_AGENT | technical name of the queueDisplayed name: EXT_AGENT | displayed name of the queueDescription: free text, for example: | free descriptionNumber(s):

Default queue:Default queue for:Language:Ordinal no.: | sets the order of the queue in the UITime zone: -- Select -- | time zone selection Voicemail box configured: dont tick the check box,no voicemail



6. Add a queue group, select Queue groups from left frame, click N/A field | creating a queue group

Enter nameMSLA, clickAdd, select Queuestab

Select Sales(QUEUE2)and click add button.Click Updatebutton.

NOTE:Now the MSLA profile can be configured. (see chapter 6.4 step 3)

Notes:


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6.6 SETUP SCHEDULES

Configure two different schedules in theSchedulesview for this trainingsetup, one for workdays and one for weekend.More information about Schedules in system_admin_guide.pdf chapter 2.9.

1. Add calendar entry: Tools Manage calendarsDescription: WorkdaysPriority: 100Select: Mon, Tue, Wed, Thu andFri

2. ClickAdd3. ClickAdd new

Description: WeekendPriority: 110Select: Sat andSun

4. Click Add and close the window.

Add schedule entries: Tools Manageschedules Select: Service times Application: CC Queues: select Switchboardand Sales Calendar: select Workdays Schedule information: select (Default): Closed From dropdown menus select opening hours e.g. 9:00and 17:00and select Open ClickExecute, schedule is now added to system To create another schedule, unselect Workdayscalendar and select Weekend calendar Schedule information: select (Default): Closed Clear times from dropdown menus and select -- Select -- ClickExecute,schedule is now added to system, close window.

When creating schedules the selections can be seen in theInfoframe.

Now you can see the schedules in the Schedulesview by selecting application and clicking Search button.

More schedules for national holidays should be done for live systems. E.g. for Christmas, Easter, etc.

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6.7 ADD ADMINISTRATORS

By default system has account calledAdministratorwith empty password. See chapter 2.2 Administrator viewin system_admin_guide.pdf.Add administrators in theAdministratorsview with the following information.To add a new account:

Click Add new

Login: (e.g. your own name)Description: AdministratorEnabled: mark the check boxIf you want to set the password, check the Set passwordbox and enter the password.

ClickAddbutton.

Password policy can be changed from Tools Password policies.Default parameters are:

Initial password must be changed Minimum password length = 8 Maximum failed logon attempts = 10 Lock duration (seconds) = 3600

Notes:

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6.8 SETUP SERVICES

Configure the services in the Servicesview.More information about Services in system_admin_guide.pdf chapter 2.3.

1. AddData Collectorcomponent information

Select : Data Collector CommonfromInstanceslist | Remarks: ClickAdd new Enter Virtual unit: ACME_INTERNAL_1 | the name of the VU where Data Collector is installed SelectData CollectorfromNamedropdown list ClickAdd OnParameterstab enter information IPAddress: 10.31.99.125 | select the correct IP address EventCollectionPort: 21009 | default

2. ConfigureInternal Web Services

ClickN/Aon row Enter Virtual unit: ACME_INTERNAL_1 | the name of the VU where Internal Web Services is installed SelectInternal Web ServicesfromNamedropdown list ClickAdd OnParameterstab enter information

IPAddress: 10.31.99.125 | select the correct IP address IPPort: 80 | default

3. Configure Web Administration Tools

ClickN/Aon row Enter Virtual unit: ACME_WEB | the name of the VU where Web Select Web Administration ToolsfromNamedropdown list | Administration Tools is installed ClickAdd OnParameterstab enter information IPAddress: 10.31.99.121 | select the correct IP address IPPort: 80 | default UseHTTPS: 0 | default

4. Configure Web Clients

ClickN/Aon row Enter Virtual unit: ACME_WEB | the name of the VU where Web Clients is installed Select Web ClientsfromNamedropdown list ClickAdd OnParameterstab enter information IPAddress: 10.31.99.121 | select the correct IP address IPPort: 80 | default UseHTTPS: 0 | default

5. Configure Communication Serverservices (MsgCleaner, MsgToMailand VMCompress)

Click one of the services from the left column active, then clickAdd new Enter Name: ACME_COM | create a service controller called ACME_COM ClickAdd

ClickN/Afield onACME_COMrow by default there is MsgCleaner(Message Cleaner) selected on theNamedrop down list Enter Virtual unit: ACME_COM | name of the virtual unit where MsgCleaner is installed ClickAdd ClickAdd new SelectMsgToMail(Message To Mail) fromNamedrop down list Enter Virtual unit: ACME_COM | name of the virtual unit where MsgToMail is installed ClickAdd OnParameterstab enter this information

o Address CEMServer@ACME_CORE | here can be used also any account that your email server o ReplyAddress CEMServer@ACME_CORE |accepts as a sender for emails

ActivateInstancetab ClickAdd new Select VMCompress(Voice Mail Compressor) fromNamedrop down list

Enter Virtual unit: ACME_COM | name of the virtual unit where VMCompress is installed ClickAdd

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- Integration Interfaces - Chat Portal Server



- Integration Interfaces






Communication

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NOTE: In the Monitoring and Monitoring History settings there are some parameters that by default prevent seeing certain information.

Data destination protection parameters (Protect_) define if the data items are saved in the monitoring and reporting databases.

If the data is saved using these parameters set t o 1 the values cannot be seen later .

If an item is protected (removed from the tables), it cannot be used in monitoring or reporting.

For example, recorded files are protected by default, and they cannot be lis tened.


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6.9 CREATE AND INSTALL THE CERTIFICATE

You can find this template from installation_guide.pdf chapter 4.1.1. Create the certificate request in a text editor, e.g. Notepad. Copy/paste the following text into Notepad:

[ NewRequest ]Subj ect = "CN=, O=, OU=, L=, S=, C="Expor t abl e = TRUEKeySpec = 1Machi neKeySet = TRUE[ EnhancedKeyUsageExtensi on]OI D = 1. 3. 6. 1. 5. 5. 7. 3. 1

NOTE: make sure that there is no extra empty lines at the end of file!!!!

Edit the line e.g. Subject ="CN=COS.ACME.COM,O=BCMTR,OU=TRAINING,L=ESPOO,S=UUSIMAA,C=FI to match your environment and then save the file with the namenewcert.inf to root of the C: drive.

Start the command prompt and change to the directory, where you saved the file above. Execute the following command in command prompt using the file name you have created above:

C:\>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.reqappears. You will need this file in

the next phase. The request looks something like this:

- - - - - BEGI N NEWCERTI FI CATE REQUEST- - - - -MI I D1j CCAz8CAQAwgZkxEDAOBgNVBAYTB0ZpbmxhbmQxEDAOBgNVBAgTB1V1c2l tYWExDj AMBgNVBAcTBUVzcG9vMRAwDgYDVQQLEwdUZXN0aW5nMTEwLwYDVQQKHi gAAQBmz4OVf 6BSkFbwxf c92ej PBl 7kbMJ ef oVaJ ZKpE5up6SxJ Bi DCZ2Dr WTDKaW79bX6x+0bWj 3Wi h39+/ xTvL6weswnFhFgw/ l oTp/ DECEESXPsyLv/ czt r I 3j TI +J +JZGH4uL3QvJ hWWEb78bd2i mOa+1ebDX1V+w0=- - - - - END NEWCERTI FI CATE REQUEST- - - - - - - - - - END NEWCERTI FI CATE REQUEST- - - - -

NOTE: make sure that there is no extra empty lines in field after paste!!!!

Open link: http://10.31.99.130/certsrv/ (replace the URL with your local Microsoft Certificate services server)

ClickRequest a certificate Click advanced certificate request Click Submit a certificate request by using a base-64-encoded CMC Open the newcert.reqfile with Notepad and copy-paste the text into the Saved Request field and click Submitbutton. Click theHomelink in the right upper corner of the web page Click View the status of a pending certificate request Click Saved-Request Certificate (dd.mm YYYY hh:mm:ss) SelectBase 64 encoded ClickDownload Certificate Save certnew.cerfile to root of the C\: drive ClickDownload certificate chain Save thecertnew.p7bfile to root of the C\: drive Start the command prompt and change to the directory, where you have the certificate file. Execute the following command in command prompt, using the name you chose above: C:\>certreq accept certnew.cer If everything goes as expected, the command does not write any response on the screen.

Installation of the workstation certificate:

Start Windows Explorer and browse to root of the C: drive Right click thecertnew.p7bfile and selectInstall Certificate, answerNext, select option Place all certificates in the following store, click Browse

button, check the Show physical stores check box, select Local Computer from Trusted Root Certification Authorities, click OK, clickNext, clickFinish.

Thecertnew.cercertificate is going to be installed on the application server where the Connection Serveris installed. Each application server where the

Connection Serveris running needs its own certificate.

Thecertnew.p7bcertificate is going to be installed on workstations which are running BCM soft phone. This certificate is needed to tell to workstation that the

server that has issued thiscertnew.cer certificate is a trusted CA. This procedure is needed typically when using local Microsoft Certificate Services in your

system.

NOTE: If you buy/receive the certificate from e.g. Thawte or Verisign or any other official trusted CA, then you typically dont need to install anything on theworkstations.

More information about Certificates in installation_guide.pdfchapter 4.

CoS

Creating certificate for CoS:


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7 CONFIGURING USERS (User Administrator)

Select theFile > User administratoroption in the System administrator(or in Communicationdesktop application if your account has user administrator rights). For more information aboutuser configuration see the document user_admin_guide.pdf chapter 3.

Select Companyfrom left frame and change the(Default) toACMEon Companytab. Click Update.

SelectDepartmenttab and clickAdd newand type Salesand clickAdd. In the same way

6SP10 Example Installation

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