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Master Guide

SAP Business Communications Management

Target Audience

■ Consultants

■ System Administrators

■ Salespeople

PUBLICDocument version: 3.0 – 2012-03-08



Document History

CAUTION

Before you start the implementation, make sure you have the latest version of this document.

You can find the latest version at the following location: http://service.sap.com/instguides

SAP Solution Extensions SAP Business Communications Management

The following table provides an overview of the most important document changes.

Version Date Description0.0 2011-06-06 Initial version

1.0 2011-10-12 SP01 version

2.0 2011-12-08 SP02 version

2.0 2012-03-08 SP03 version: Integration Interfaces chapter returned

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http://service.sap.com/instguides



Table of Contents

Chapter 1 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

1.1 About This Document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

1.2 Important SAP Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Chapter 2 BCM Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

2.1 Software Units of BCM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72.2 Software Component Matrix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

2.3 System Landscape . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

2.3.1 Simple Contact Center System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

2.3.2 Large Contact Center System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

2.4 Implementation Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

2.5 Overall Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

2.5.1 Gathering Customer Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

2.5.2 Planning Server Roles and Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

2.5.3 Planning System Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

2.5.4 Hardware Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

2.5.5 Software Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Chapter 3 Business Scenarios of BCM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

3.1 Functional Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

3.1.1 Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

3.1.2 Telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

3.1.3 Sending and Receiving Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183.1.4 Presence Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

3.1.5 Mobile Communication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

3.1.6 Outbound Campaign Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

3.1.7 Reporting and Online Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

3.1.8 Administration Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

3.2 Integration Interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

3.2.1 Client-Side Interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

3.2.1.1 ClientCOM Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

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3.2.1.2 ClientCore Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

3.2.2 Configuration Interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

3.2.2.1 Administration and Configuration Interface (ACI) . . . . . . . . . . . . . . . . . . . . . 22

3.2.3 Operational Interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

3.2.3.1 Directory and Availability Interface (DAI) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

3.2.3.2 Chat Portal Interface (CPI) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

3.2.3.3 External IVR Interface (EII) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

3.2.3.4 Online Interaction Interface (OII) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

3.2.3.5 Presence Synchronization Interface (PSI) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

3.2.3.6 Quality Monitoring Interface (QMI) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

3.2.3.7 Task Manager Interface (TMI) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

3.2.4 Reporting Interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

3.2.4.1 License Reporting Interface (LRI) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

3.2.4.2 Reporting Data Interface (RDI) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Chapter 4 References . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

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1 Getting Started

1.1 About This Document

This Master Guide is the central starting point for the technical implementation of SAP Business

Communications Management (later referred to as BCM).

Use the Master Guide to get an overview of BCM its software units, and its scenarios from a technical

perspective. The Master Guide is a planning tool that helps you to design your system landscape. It

refers you to the required detailed documentation, mainly:

■ Installation Guide

■ Upgrade Guide

■ SAP Notes

■ SAP Library documentation

NOTE

Constraints:

■ The business scenarios that are presented here serve as examples of how you can use SAP

BCM software in your company. The business scenarios are only intended as models and donot necessarily run the way they are described here in your customer-specific system

landscape. Ensure to check your requirements and systems to determine whether these

scenarios can be used productively at your site. Furthermore, we recommend that you test

these scenarios thoroughly in your test systems to ensure they are complete and free of errors

before going live.

■ This Master Guide primarily discusses the overall technical implementation of BCM, rather

than its subordinate components. This means that additional software dependencies might

exist without being mentioned explicitly in this document. You can find more information

on component-specific software dependencies in the Installation Guide.

1.2 Important SAP Notes

CAUTION

Check regularly for updates available for the BCM Guides in http://service.sap.com/~form/

sapnet?_SHORTKEY=01100035870000741565 or browse to SAP Support Portal Installation & Upgrade

Guides SAP Solution Extensions SAP Business Communications Management .

1 Getting Started

1.1 About This Document

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

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



Important SAP Notes

SAP Note Number Title Comment

1692356, see https://

service.sap.com/sap/

support/notes/1692356

BCM 7.0SP03

SupportPackageRelease(7.0.3.0)

The newest support package of the BCM software. The support packageincludes all components of the BCM software.

You can find hotfixes related to this support package in the list of Related

Notes in this SAP Note.

1653629, see https://



BCM 7.0

SP02SupportPackageRelease

(7.0.2.0)

The previous support package of the BCM software.

You can find hotfixes related to this support package in the list of Related


1634968, see https://



BCM 7.0SP01SupportPackage

Release(7.0.1.0)

The previous support package of the BCM software.You can find hotfixes related to this support package in the list of Related


1569265 see https://


support/notes/1569265&

BCM 7.0InitialRelease

You can find hotfixes related to this release in the list of Related Notes in

this SAP Note.

1 Getting Started

1.2 Important SAP Notes

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https://service.sap.com/sap/support/notes/1634968











2 BCM Overview

2.1 Software Units of BCM

BCM is delivered from the SAP Service Marketplace. The delivery zip consists of the following type

packages:

■ Infrastructure Administrator (IA) MSI package. IA is the tool for installation and basic

configuration of BCM. It requires that the Java runtime software is installed on the workstation

where it is run.

■ Application installation packages. These packages are installed with the IA tool on database,

application and web servers according to the plan.

■ Client terminal MSI packages. To be able to use the actual telephony functions of BCM, the client

terminal package must be installed on the user's client workstation.

■ Additionally, third-party software and hardware are required. Software prerequisites are listed in

the table below. Supported hardware, such as gateways for the server system, and headsets for

users, are listed in, refer to the BCM Infrastructure Compatibility List .

2.2 Software Component Matrix

The table below provides an overview of which business scenario of BCM uses which software package.

Administration Packages

Package Modules Required

Infrastructure

Administrator

Infrastructure

Administrator

On all servers, and administrative workstation for

installing the IA tool. Requires Java runtime.

BCM Installation Packages

Package Required for Module(s) Note

Agent Server Mandatory for all systems AgentServer, cdt_xml(wc), mobiledir (wc),

outlookphone (wc)

New package in 7.0. Alsoincludes modules from

old "Internal WebServices" package.

Alarm Server Recommended for allservers

AlarmServer Runs as Windows service

Batch Job Server Systems using SMS and e-mail sending

BatchJobServer New package in 7.0- Scheduler

- DirSync- MsgCleaner- MsgToMail

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2.1 Software Units of BCM

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- WMCompress- SmsToMsg

Call Dispatcher Mandatory for all systems WCDServer New package in 7.0

CEM Server Mandatory for all systems CEM Server -

Chat Portal Server Systems with chat option ChatPortal -

Chat Server Systems with chat option ChatServer -

Communication MobileClient

Systems using mobilephone clients

- -

Configuration Database

Server

Mandatory for all systems Configuration Database New package in 7.0.

Replaces "CEM DatabaseServer"

Connection Server Mandatory for all systems ConnectionServer -

Data Collector Systems with Reporting DataCollector -Directory Database Server Mandatory for all systems Directory Database New package in 7.0

Directory Server Enables using directories,for example, caller name isdisplayed instead ofnumber

Directory Server New package in 7.0

EMail Sender Systems with e-mail MsgToMail New package in 7.0

Examples and Templates Not installed, but provides

a folder for configurationexamples and templates

- New package in 7.0 SP03

External TerminalController

Systems with IP desk-phones

ETC -

File Replication Server Recommended formultisite systems. Enables

copying prompts locally.

WFRS -

H323 Bridge Systems with H323Gateway hardware toPSTN

H323Bridge -

High AvailabilityController

Mandatory for all systems HAC, VUA Console Runs as Windows service

High Availability Driver GARP Driver

(BcmHaDriver)

On computers that are

running Windows Server2008, or later.

New package in 7.0 SP03

Integration Interfaces Optional for connecting toSAP CRM or third-partysystems.

ACI, DAI, OII, PSI, QMI,RDI, TMI,

Requires Web Serverpackage in the samevirtual unit.

Internet Chat Client Systems with chatting

option

ChatAS -

Media Routing Server Mandatory for all systems WMRS -

Monitoring DatabaseServer

Mandatory for all systems - -

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Monitoring Web Clients Systems with OnlineMonitoring

Online Monitoring UI Former Reporting WebClients. Requires WebServer package in the same

virtual unit.

Operative Database Server Mandatory for all systems Operative Database New package in 7.0

Outbound DatabaseServer

Systems that are used forOutbound campaigns

Outbound Database New package in 7.0

Product Documentation Recommended for all

systems, providesapplication help inEnglish,and in the languagesselected during

installation.

none Requires Web Server

package in the samevirtual unit.

Prompts Mandatory for all systems Prompts -Quality Monitoring Server Optional for third-party

quality monitoringsystems

QMS New package in 7.0

Remote AdministrationTool

Mandatory for all systems IA, SC New package in 7.0, Javaweb start. Requires Web

Server package in the samevirtual unit

Reporting Database Server Systems with Reporting Reporting Database Server -

SIP Bridge Both for systems with ETCand SIP desk phones, and

for PSTN gateways.

SIPBridge -

SMS Server Systems using SMS

sending.

SMS Engine Includes SmsToMsg

functionality

Standard Reports Systems with Reporting Reporting Web Server Requires Web Serverpackage in the samevirtual unit

Web Clients Mandatory for all systems CDT Requires Web Serverpackage in the same

virtual unit.

Web Server Mandatory for all systems Webclient -

BCM Client Terminal Components

Terminal Component Description Note

terminal_Proxy.msi The client end service that

communicates with the CDTapplication.

Works as a proxy between the

terminal core component and theuser interface. CDT requires thatterminal_Proxy is installed.

NOTE

7.0 proxy can be used with 6.0core, but not vice versa. Install

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Terminal Component Description Note

Proxy before other terminalcomponents.

terminal_Core_7.0.x.x.msi Actual terminal component. CDT requires that alsoterminal_Proxy is installed;

Convergence and CalendarIntegration work withterminal_Core alone. Several corecomponent versions can be on the

workstation simultaneously, thesoftware uses always the newest one,unless a specific version is defined inIA in the Web Client installation.

terminal_HS_xxx.msi Driver for the xxx handset. Requires that terminal_Core

component is installed already, and

if CDT is to be used, alsoterminal_Proxy.

terminal.msi Complete package that includes allterminal_ packages listed above.

This package cannot be deliveredwith a group policy, it must be

installed on each client workstationseparately.

mctabuff.msi ClientCOM ActiveX component,required for telephony integrationwith third parties.

Not included in the completeterminal package.

wvp.msi Video ActiveX component of CDT.

Enables sending and receiving videostream.

Not included in the complete

terminal package.

BCMCalendarIntegration.msi Outlook Calendar Integrationcomponent.

Requires that terminal_core isinstalled.

Convergence V2.msi Installs Convergence component. Requires that terminal_core isinstalled, and possible handset

drivers if a handset is used.

2.3 System Landscape

In the following chapters, typical system landscapes are introduced:

2.3.1 Simple Contact Center System

In simple Contact Center (CC) implementations 1–200 agents receive calls, e-mails and other messages

in 1–10 queues. System's requirements are slightly different if the CC works 24/7 or only certain shifts.

A redundant setup requires four servers: two that form a redundant database cluster, and the other

two, on which the virtual units are distributed so that primary units are on one, and backup units are

on the other one.

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2.3 System Landscape

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2.3.2 Large Contact Center System

In large Contact Center (CC) implementations 200 – 1000 agents receive calls, e-mails and other

messages in 10–100 queues. System is running 24/7 hours.

2.4 Implementation Steps

Procedure

Implementation of the SAP BCM system requires the following steps:

1. Planning. For more information, see the chapter Planning. [page 11]

2. Installing hardware and software prerequisites.

3. Installation with the Infrastructure Administrator (IA) tool. For more information, see the Installation

Guide.

4. Configuring the system and user accounts with the System Configurator (SC) tool. For more

information see SC Application Help.

5. Delivering terminal components on the client workstations. For more information, see the Client

Workstation Installation Guide.

2.5 Overall Planning

Plan the system carefully before the software installation. It is important to identify certain key

requirements early, because they may have profound implications on the way the hardware or software

is to be set up. Importance of planning is greatly increased for the Software as a Service (SaaS) setups

where a Application Service Provider (ASP) offers the services to several customers.

In this document, a customer means an independent subsystem within the server system. A server

system may be hosting several customers simultaneously while each customer has:

■ Separate services of possibly different, even customized, versions

■ Separate service access points in terms of end user terminals

■Separate data

■ Separate business logic

Also, each customer:

■ May share physical resources with other customers (servers, gateways…)

■ Is not necessarily one-to-one to customer companies of a service center, but for example a

subsystem of one.

For example, a technical customer may be a commercial customer of an ASP that hosts the SAP BCM

services. Another technical customer in turn, may be an internal subdivision of such a commercial

customer. All systems are set up using the same procedures regardless of whether it will host one or

more subsystems or whether the system has one or more servers available.

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2.4 Implementation Steps

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2.5.1 Gathering Customer Information

For a complete setup plan, the following information should be available:

■ Customers that will be set up in the system.

■ Public phone network gateways.

■ IP network structure and hardware.

■ General availability requirements (backup servers, network connections, fail-over plan, and so

on.)

■ Servers used for hosting the software (names, IP addresses, hardware setup, and so on.)

Before a customer subsystem can be designed, the following items should be known:

■ Features to be installed and set up (voice calls, voicemails, call recording, and so on.)

■ Performance and capacity requirements (response requirements, call load, number of agents, and

so on.) ■ Integration to other systems.

■ Availability requirements.

■ Maintenance plan.

■ Which servers will be used to host the customer's services.

■ Which IP addresses will be used by the customer's services.

2.5.2 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 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 e-mails, a connection to a mail server is required. The connection uses IMAP

protocol and by default the port 143.

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■ 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 two administration workstations that can be used for running the

Infrastructure Administrator (IA) software.

Figure 1: SAP BCM System

2.5.3 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 virtual unit continues running if another one 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.

Each customer must have their own virtual units, but the virtual unit instances of different customers

can be placed on the same physical server. When deciding which customers could share a server,

consider the following:

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■ Similar customers can be placed on the same servers. For example, customers not making frequent

upgrades can be placed on same servers together. But less stabile customers, such as the ones that

always want the latest upgrade or frequently have new customizations, should be on different

servers. This decreases the potential downtime due software upgrades.

■ Customers with a similar maintenance window can easily share a server, but customers with non-

overlapping maintenance windows should be placed on different servers.

2.5.4 Hardware Requirements

Plan the hardware environment (servers, gateways, client workstations, IP desk phones, and so on.)

according to your needs following the recommendations in the Infrastructure Compatibility List document.

2.5.5 Software Prerequisites

The system software relies on some third party software that must be installed on servers before

installing the SAP BCM software. The particular software required on each server depends on the role

of each individual server.

Software Prerequisites

Server/Client Software Version or Configuration

All servers Microsoft Windows Server 2003/2008/2008 R2 32–bit or 64–bit

editions*

NOTE

■ Windows firewall in Server 2008 must be configured

to allow the communication traffic required, forexample SIP.

■ MSDTC must be running if databases are installedin different databases.

■ ASP.NET must be enabled for servers where ChatPortal or OII interface is installed.

■ We recommend installing the BCM High

Availability Driver (GARP driver) on computersthat are running Windows Server 2008, or later.

All servers, and administration workstations,where Infrastructure Administrator or SystemConfigurator is run

Java SE Runtime 6 (JRE 6, or so called Java 1.6) 32–bit edition

NOTE

■ 32–bit edition must be used also on 64–bit servers.

■ Remove JRE 7, or make sure that user paths are

pointing to JRE 6.

Web servers Microsoft IIS 6.0/7.0

Database servers Microsoft SQL Server 2005/2008/2008 R2*

Reporting servers Analysis Services and Reporting Services components of the

Microsoft SQL 2005* SP2 or 2008

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Server/Client Software Version or Configuration

Sending mail server (Email Sender) Microsoft IIS SMTP server set-up

Receiving mail server Any IMAP server, Microsoft Exchange is preferred

SMS server (SMS Engine and SmsToMsg forsending SMS messages.) Modem capable of sending SMSes, or CIMD/CIMD2 interfaceto mobile network

Client workstation Microsoft Windows XP, Vista, and Windows 7 operating system,Internet Explorer 7, 8 or 9.Calendar Integration can be applied for Microsoft OfficeOutlook 2007 and 2010

Communication Mobile Client (CMC) Symbian: Nokia Series 60 5th edition.

Reporting Data Interface for SAP Netweaver

BW (RDIBW)

Microsoft Visual C++ 2005 SP1 Redistributable Package (x86):n

(vcredist_x86.exe)

Internet Chat Client In 2008 and IIS7.0 a separate AJAX software package, availablein Microsoft download site, must be installed.

* We recommend the English version, but the system has been tested on English, Russian, and Japanese

server and SQL platforms as reference for languages belonging to Latin code pages, non-Latin and CJK

code pages, correspondingly.

NOTE

Install always the most recently tested service packs of prerequisite software. Always make sure

that the service packs and hotfixes of third party software have been tested and approved before

installation.

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3 Business Scenarios of BCM

SAP BCM does not provide any preconfigured business scenarios. Instead, SAP BCM provides inbound

and outbound contact centers related functionality, and features that customers configure according

to their needs. BCM 7.0 functionality and features are installed and configured using BCM

Infrastructure Administrator and System Configurator user interfaces.

3.1 Functional Overview

The SAP Business Communications Management (later in this document referred to as SAP BCM)

system can be a stand-alone system for a company's communication management, or it can be

integrated to the SAP CRM system.

The system provides following key functionality:

■ Single, unified contact routing logic for all incoming contacts

■ Inbound contact center handling tools for agents and supervisors

■ Outbound campaigns handling tools for agents and supervisors

■ Office telephony services enabling access to contact center voice queues

■ Mobile client for contact center and office telephony users

■ Directory and Presence services

■ Call recording services

■ IVR and Voicemail services

■ Online monitoring and historical reporting

■ Centralized management and control tools

CAUTION

The software users (service providers and end-users) are fully responsible for ensuring that the

services provided using this software do not violate or are not used in contravention of local

legislation. The software users must acknowledge that the software collects identification data

for enabling the services and their invoicing, security and troubleshooting, protecting the services

against misuse and misappropriation, and further improvement of the software and services, and

they must assume the full responsibility for the use of the collected data.

3.1.1 Contact Center

A contact can be made using various channels, such as a phone call, e-mail message, SMS message, chat

request, or a web form. The contact center application allows building interactive voice responses (IVR)



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for phone calls for fully or partially automating a service. It optimizes use of limited and heterogeneous

human resources by allocating the best available human agent to serve each particular contact. Agents'

working mode, history, conditions and personal skills can be taken into account when allocating a

contact that may have multiple attributes affecting the allocation. The most important mechanisms

for handling contacts are contact queues, internal and external IVRs, and routing, for example skill-

based routing. Many of these may have schedules attached. Telephony channel may also be used for

outbound call campaigns.

3.1.2 Telephone

Telephony functions allow users to make VoIP phone calls using soft phones or IP desk phones. VoIP

calls may also be made to and from the Public Switched Telephone Network (PSTN) using standard

3rd party VoIP gateway hardware. Phone calls are initiated and controlled in call control signaling data

packages. Actual voice stream is transmitted separately in RTP data packages. Signaling and stream

data packages travel in different physical IP network connections and also often in different physical

modules within the system.

3.1.3 Sending and Receiving Messages

E-mails

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

such as phone calls or chats, e-mails may be placed in a queue to be allocated to agents. The outbound

e-mails are stored in the database and sent to a SMTP server by the E-Mail Sender component.

SMS

The system enables sending and receiving SMS messages but that requires that either some 3rd party

hardware, or a specific service with an 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. IncomingSMS 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.

Messaging

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

Chat

BCM (CDT) supports customer chats initiated from a web site and routed via queues to agents. Users

cannot initiate chat in BCM interface.



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3.1.4 Presence Management

Presence management enhances routing of calls and other contacts in a contact center, and

communicates other users when and how the user can be reached at any particular moment. In addition

to the presence management of the system, external systems, such as passage control systems, can

gather and feed it to the BCM system using Directory and Availability Interface.

User's terminal device status, current profile, working mode and working load are taken into account

for determining presence status of a user.

3.1.5 Mobile Communication

Communication Mobile Client (CMC) software can be installed on users' smart phones. CMC

communicates towards BCM servers for making directory queries, altering user's presence profiles andstatus updates. CMC software is supported on Symbian Series 60 Third or Fifth edition phones only.

3.1.6 Outbound Campaign Management

In a call campaign, agents that are logged on the BCM system actively call customers. The system can

run any number of outbound call campaigns. Each campaign has a separate configuration and customer

information. An agent can participate in one campaign at a time.

Customer information can be imported as call lists in the system's Outbound Database with the tools

in Outbound Management in SC. The same database is used to store the results of calls made in the

campaign. The results data may be exported, for example, into Excel files.

Calls in the outbound campaigns are managed by the Outbound Dialing Controller (ODC). It uses a

dialing engine to time each call occurrence of the active call lists. SAP BCM has a built-in dialing engine

for preview campaigns (the agent can view the customer information before calling), progressive

campaigns (engine starts dialling automatically to the next number when the previous call is

disconnected), and a third-party dialing engine can be used for predictive campaigns (a dialer calls the

customers first, and delivers the connected calls to free agents).

The outbound campaigns and dialer functions are configured in SC, and agents use CDT for calling.

3.1.7 Reporting and Online Monitoring

The Reporting and Online Monitoring applications provide ways to monitor and report online status,

statistics and historical data. The Data Collector component transfers data to the Monitoring, Reporting

and History Databases.

The Reporting Database works as a source for the Reporting data transformation process that creates

the Online Analytical Processing (OLAP) cubes for fast and effective calculation. Statistics can be viewed

with the reports provided by the Standard Reports package, or a suitable 3rd party software.



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The Online Monitoring is a real time reporting tool for contact flow in the BCM system. The monitoring

data is collected and stored into monitoring tables, which enables fast and effective database queries.

Monitoring client has been built using the webclient script model.

3.1.8 Administration Tools

Infrastructure Administrator

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

With IA you build the required redundancy level and let the High-availability Controller (HAC) control

that one of the redundant units in the system model is active also if the other goes down. Integrated

Alarm Server enables sending system alarms to the system administrator as an e-mail or SMS message.

System Configurator

System Configurator (SC) is a tool for configuring the system: user accounts, services, applications,

queues, service schedules, and so on.

Reporting Administrator

Reporting Administrator is a tool for managing Reporting data transformation process. It is included

in the Monitoring application, and rights for using it are defined in the System Configurator.

3.2 Integration Interfaces

Building solutions for today’s ICT challenges often require products from different vendors. In order

to build a complete solution, it is a must to integrate these products in various levels. SAP Business

Communications Management (BCM) system provides a comprehensive range of integration

interfaces for such needs. The overall interface architecture is the following:

Figure 2: Basic Principle of SAP BCM Integration Interfaces

The following interfaces are available:



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■ Client-Side interfaces ClientCOM and ClientCore, see the chapter Client-Side Interfaces [page 21].

■ Administration and Configuration Interface (ACI) is used for transferring configuration data. See

the chapter Configuration Interfaces [page 22]

■ Chat Portal Interface (CPI), Directory and Availability Interface (DAI), External IVR Interface (EII),

Online Integration Interface (OII), Presence Synchronization Interface (PSI), Quality Monitoring

Interface (QMI), and Task Manager Interface (TMI) are used for true operational integration, see

the chapter Operational Interfaces [page 22].

■ License Reporting Interface (LRI) and Reporting Data Interface (RDI) are transferring reporting

data between the systems, see the chapter Reporting Interfaces [page 24].

The detailed specification of each integration interface is available in SAP support portal: Installation

& Upgrade Guides/ SAP Solution Extensions/ SAP Business Communications Management (BCM)/

BCM 7.0 / 7.0 Integration Interfaces.

3.2.1 Client-Side Interfaces

Client-Side interfaces are aimed for client-to-client integration on the users’ personal computers. The

client-side interfaces are based on the industry standard Microsoft Windows Component Object Model

(COM) automation interface for inter-application communications. This section presents the

following client-side interfaces:

■ ClientCOM Interface

■ ClientCore Interface

3.2.1.1 ClientCOM Interface

This easy-to-use interface allows third-party client-side applications to interact with the BCM software

telephone (softphone) client. It provides methods for monitoring the activity between the softphone,

the users, and the BCM servers.

The interface also provides methods for a third-party client-side application to initiate and answer calls

via the softphone and to control users’ availability in the BCM contact center. In the ClientCOM

integration scenario, a user intentionally works with two user interfaces: the softphone and a third-party application.

The interface is a single COM automation interface with just few functions. These functions carry the

actual commands and events in their parameters. The command and event parameters are encoded

as name-value pairs into the strings.

3.2.1.2 ClientCore Interface

This sophisticated interface provides access into the core of the BCM software telephone (softphone).

It allows integrators to build a totally customized softphone user interface. In the ClientCore integration



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scenario, the softphone is hidden and a user works with the third-party application which interacts

with the softphone. The interface has two sets of functions in two COM automation interfaces.

3.2.2 Configuration Interfaces

Administration and Configuration Interface (ACI) enables transferring some configuration data

between 3rd party systems and SAP BCM.

3.2.2.1 Administration and Configuration Interface (ACI)

This server-to-server interface provides access to the configuration data that is stored in BCM databases.

The interface is divided into two groups of operations – one for user management and the other for

agent management. User management allows for retrieving, adding, modifying and deleting users and

data related to them. Agent management enables defining a contact center agent's rights and

responsibilities for example regarding to different queues and skills.

The interface is based on the SOAP version 1.1. The interface uses the HTTP protocol to carry SOAP

messages between a SOAP client and itself.

3.2.3 Operational Interfaces

Operational interfaces enable using certain functions of the BCM system from a 3rd party application,

or vice versa.

3.2.3.1 Directory and Availability Interface (DAI)

This server-to-server interface provides access to directory data and presence information (absences

and presences). The interface is based on the SOAP version 1.1, and uses HTTP protocol to carry messages

between a SOAP client and itself.

With the interface you can make searches and get detailed data from directories; enter, update or delete

presence information, and get information on a persons absences and used profiles, and change the

profile and status.

3.2.3.2 Chat Portal Interface (CPI)

Chat Portal is a server-side component between SAP BCM Chat Server and internet chat client (a web

application that displays chat for customers, not for BCM agents). Chat Portal defines the external API

that internet chat client uses to communicate with SAP BCM. The interface is based on the SOAP



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version 1.1. The interface uses the HTTP protocol to carry SOAP messages between a SOAP client and

itself.

3.2.3.3 External IVR Interface (EII)

External IVR Interface enables that an SIP enabled speech recognition IVR server can be integrated into

SAP Business Communications Management (BCM) system.

BCM system can relay calls to external speech recognition / IVR over SIP (session initiation protocol)

bridge.

3.2.3.4 Online Interaction Interface (OII)

This server-to-server interface provides methods for handling agent statuses and channel/queue

assignments, and performing telephony and other communication operations in BCM system. The

OII interface is dedicated to communication with the SAP CRM system, but it is not limited to that.

The interface is based on the Simple Object Access Protocol (SOAP) version 1.1. The interface uses the

HTTP protocol to carry SOAP messages between a SOAP client and itself. On the SAP CRM side it

connects to SAP Integrated Communication Interface (ICI). Additionally it enables integration to

SAPPhone according to SAPPhone specification 5.11.A11 using SAP Remote Function Call (RFC)technology.

The OII interface makes it possible for a third party to control telephony functions in real time: answer

calls, make new calls, and hang-up calls. It also enables receiving and sending e-mails, chat messages

and action items.

3.2.3.5 Presence Synchronization Interface (PSI)

The Presence Synchronization Interface (PSI) enables that presence information shown in the BCMSystem follows the user availability information of a third party system, such as Microsof t Lync. The

interface is based on the SOAP version 1.1, and uses HTTP protocol to carry messages between a SOAP

client and itself.

Using PSI requires that the interface is enabled in the BCM system, the corresponding counterpart is

installed on the third party system, and that a Presence Synchronization Token is configured for those user

groups that use it, and the third party user id is configured for those users as well. For more information

about configuration, see the BCM System Configurator application help.



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3.2.3.6 Quality Monitoring Interface (QMI)

The Quality Monitoring Interface (QMI) is used by external third-party software to receive telephony

related events and generate the quality monitoring related requests to the a BCM system.

QMI is implemented by a server-side component called Quality Monitoring Server (QMS) that connects

on the BCM side to the Call Dispatcher (CD) server via TCP/IP, and on the third party side as a web

service via SOAP over HTTP. QMS provides near-real-time call information to external systems, and

based on this information, external quality monitoring systems can request the RTP stream of the

ongoing calls, and call recording of individual calls from a BCM system. Single QMS is capable of

handling multiple external quality monitoring sessions, and the configuration offers possibilities to

handle different network topologies.

As the QMI interface offers the BCM system functionality to external systems, special attention should

be paid to security. Therefore the interface is designed to use Transport Level Security (TLS) protocolby default.

3.2.3.7 Task Manager Interface (TMI)

This server-to-server interface provides methods for handling tasks in a BCM system. The system

converts inbound e-mail messages internally into tasks and provides users (such as contact center

agents) methods for routing and handling these tasks.

The interface is based on the SOAP version 1.1. The interface uses the HTTP protocol to carry SOAPmessages between a SOAP client and itself.

3.2.4 Reporting Interfaces

Reporting Data Interface (RDI) and License Reporting Interface (LRI) are used for passing reporting

data from SAP BCM to other systems.

3.2.4.1 License Reporting Interface (LRI)

This server-to-server interface provides access to information related to the current and past

provisioning situation, and the usage of different functions in a BCM system. It is closely related to user

roles and rights that are described in the BCM System Configurator application help. LRI interface is

not based on SOAP but is constituted of the following public database tables that contain licensing

information:

■ LRRecord

■ LRFeature

■ Huser



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■ HOrganization

The usage of the interface is customer-specific, as integrators can decide how they want to read and

interpret licensing information directly from these tables.

3.2.4.2 Reporting Data Interface (RDI)

This server-to-server interface provides methods for reading history information about calls and e-mail

messages that have been handled in a BCM system. This interface is a SOAP interface and is based on

SOAP version 1.1. The interface uses HTTP protocol to carry SOAP messages between a SOAP client

and itself.



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4 References

In the following list you see the guides and their place in the product lifecycle. You can find the latest

versions of the guides at the location: http://service.sap.com/instguides SAP Solution Extensions

SAP Business Communications Management (BCM) .

BCM user interfaces, IA, SC, CDT, Convergence, Online Monitoring, and Reporting include

Application Help, that is opened from the Help button of the UI. Following guides are available at the

Service Marketplace.

SAP BCM Guides in Version 7.0

Guide Applicable to software life cycle Description

SAP BCM Compatibility List Implementation Lists compatible hardware items that

can be used for building theinfrastructure for the system.

SAP BCM Security Guide Implementation Describes security policies.

SAP BCM Master Guide Implementation Describes the functions andplanning principles for the system.

SAP BCM Installation Guide Implementation Describes installation process.

SAP BCM Operation Guide Operation Describes required tasks duringoperation.

SAP BCM Client Workstation

Installation Guide

Implementation, operation Describes tasks required at the client

workstation to take the BCM systeminto use.

4 References

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Typographic Conventions

Example Description

<Example> Angle brackets indicate that you replace these words or characters with appropriateentries to make entries in the system, for example, “Enter your <User Name>”.

Example

Example

Arrows separating the parts of a navigation path, for example, menu options

Example Emphasized words or expressions

Example Words or characters that you enter in the system exactly as they appear in the

documentationhttp://www.sap.com Textual cross-references to an internet address

/example Quicklinks added to the internet address of a homepage to enable quick access to specific

content on the Web

123456 Hyperlink to an SAP Note, for example, SAP Note 123456

Example ■ Words or characters quoted from the screen. These include field labels, screen titles,pushbutton labels, menu names, and menu options.

■ Cross-references to other documentation or published works

Example ■ Output on the screen following a user action, for example, messages

■ Source code or syntax quoted directly from a program

■ File and directory names and their paths, names of variables and parameters, andnames of installation, upgrade, and database tools

EXAMPLE Technical names of system objects. These include report names, program names,transaction codes, database table names, and key concepts of a programming languagewhen they are surrounded by body text, for example, SELECT and INCLUDE

EXAMPLE Keys on the keyboard

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http://service.sap.com/~form/handler?_APP=01100107900000000342&_EVENT=REDIR&_NNUM=123456&_NLANG=en&_NVERS=0

http://service.sap.com/~form/handler?_APP=01100107900000000342&_EVENT=REDIR&_NNUM=123456&_NLANG=en&_NVERS=0

http://www.sap.com/



SAP AGDietmar-Hopp-Allee 16

69190 WalldorfGermany

T +49/18 05/34 34 34

F +49/18 05/34 34 20 www.sap.com

© Copyright 2012 SAP AG. All rights reserved.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission

of SAP AG. The information contained herein may be changed without prior notice.

Some software products marketed by SAP AG and its distributors contain proprietary software components of other software

vendors.

Microsoft, Windows, Excel, Outlook, PowerPoint, Silverlight, and Visual Studio are registered trademarks of MicrosoftCorporation.

IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, z10, z/VM, z/

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Disclaimer

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Any Java™ Source Code delivered with this product is only to be used by SAP’s Support Services and may not be modified or

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