0% found this document useful (0 votes)

211 views

SAP CCTR Advanced Training Configuration Part 1

Uploaded by

Huseyin

Available Formats

Download as PDF, TXT or read online on Scribd

0% found this document useful (0 votes)

211 views

SAP CCTR Advanced Training Configuration Part 1

Uploaded by

Huseyin

Available Formats

Download as PDF, TXT or read online on Scribd

You are on page 1/ 146

SAP Contact Center 7.

0
SAP Contact Center advanced training material
- part 1
1

Version Date Description

1.0 8.5.2015 Initial version

1.1 22.5.2015
1.2 11.9.2015
1.3 16.2.2017 SP10
1.4 16.10.2017 FP11
1.5 11.1.2018 FP12

Contents
Plan for test/demo environment - advanced .......................................................................................................... 6
Example installation for SAP Contact Center 7.0 training ................................................................................ 7
SQL Server configuration ........................................................................................................................................ 9
SQL full-text noise/stopwords .............................................................................................................................. 12
Second Core virtual unit ....................................................................................................................................... 13
CRM Integration ................................................................................................................................................... 16
Installing Integration Interfaces .................................................................................................................... 17
Integrated functionality with SAP Contact Center and SAP CRM versions...................................................... 21
SAP Contact Center system restart ............................................................................................................... 22
Integration Interfaces test pages .......................................................................................................................... 24
OII - Online Interaction Interface................................................................................................................. 25
ACI - Administration and Configuration Interface ........................................................................................ 25
DAI - Directory and Availability Interface ..................................................................................................... 26
RDI - Reporting Data Interface .................................................................................................................... 26
PSI - Presence Synchronization Interface .................................................................................................... 27
LRI - License Reporting Interface ................................................................................................................ 27
TMI - Task Manager Interface and RTI - Restful Task Interface ...................................................................... 28
QMI - Quality Monitoring Interface ............................................................................................................. 29
CPI - Chat Portal Interface............................................................................................................................. 29
EII - External IVR Interface ............................................................................................................................ 29
RCI - Restful Configuration Interface ............................................................................................................. 29
RMI - Restful Monitoring Interface ............................................................................................................... 30
C4C Analytics Upload .................................................................................................................................... 30
Media Routing Server example............................................................................................................................. 31
PSTN connection example .................................................................................................................................... 32
RFC2833 DTMF tones ........................................................................................................................................... 34
Second PSTN virtual unit ...................................................................................................................................... 37
Media Routing Server configuration in System Configurator ......................................................................... 39
H.323 Bridge and gateway.................................................................................................................................... 40
Media Routing Server configuration in System Configurator ......................................................................... 41
Switching route and pattern ......................................................................................................................... 41
Additional application server (HAC node) ............................................................................................................. 43
More virtual units ................................................................................................................................................ 50
Quality Monitoring Server .................................................................................................................................... 51
File Replication Server .......................................................................................................................................... 53
Long-time monitoring .......................................................................................................................................... 55
Custom reports .................................................................................................................................................... 61
Creating a custom report .............................................................................................................................. 64
Query design ................................................................................................................................................ 66
Prompts virtual unit ............................................................................................................................................. 71
Outbound ............................................................................................................................................................ 72
Outbound Campaign Management ............................................................................................................... 72
Create a campaign ........................................................................................................................................ 73
Script example.............................................................................................................................................. 74
Running the campaign .................................................................................................................................. 77
© SAP SE 2017
4

Import / Export .................................................................................................................................................... 80

Importing presence profile ........................................................................................................................... 84
Export .................................................................................................................................................................. 85
Active Directory import ........................................................................................................................................ 86
Running the command ................................................................................................................................. 86
Importing users with wizard ......................................................................................................................... 87
Scheduled AD import .................................................................................................................................... 92
Import-export templates .............................................................................................................................. 93
Import and Export Jobs ................................................................................................................................. 94
Supervisor tool ..................................................................................................................................................... 95
Alarm Server ........................................................................................................................................................ 98
SSO certificate for a single user .......................................................................................................................... 101
Using Client Certificates for User Authentication ........................................................................................ 101
Website https connection .................................................................................................................................. 107
Single-Sign On and HTTPS ........................................................................................................................... 112
Encrypted Email connection ............................................................................................................................... 113
SQL Servers without Infrastructure Administrator and HAC ................................................................................ 117
SAP Contact Center components in Windows ..................................................................................................... 129
Troubleshooting ................................................................................................................................................. 131
CDT log level ............................................................................................................................................... 133
Audit logging .............................................................................................................................................. 134
Remote Desktop connection....................................................................................................................... 136
Website (webclient) cache clearing ............................................................................................................ 137
CDT diagnostics .......................................................................................................................................... 138
Windows Performance Monitor ......................................................................................................................... 139
SAP Contact Center system ................................................................................................................................ 141
Additional monitoring view ........................................................................................................................ 142
Logical system .................................................................................................................................................... 143

© Copyright 2015 SAP SE or an SAP affiliate company. 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 SE or
an SAP affiliate company.

SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of
SAP SE (or an SAP affiliate company) in Germany and other countries.

Please see www.sap.com/corporate-en/legal/copyright/index.epx#trademark for additional trademark information and notices.

Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors.
National product specifications may vary.

These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of
any kind, and SAP SE or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties
for SAP SE or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying
such products and services, if any. Nothing herein should be construed as constituting an additional warranty.

In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any
related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP
SE's or its affiliated companies' strategy and possible future developments, products, and/or platform directions and functionality are all
subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason without notice. The information in
this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forward-looking
statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are
cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be
relied upon in making purchasing decisions.

Plan for test/demo environment - advanced

The IP addresses are relating to this example – in your environment use your own addresses and subnet mask. The optional virtual units
added following this document require 7 additional available IP addresses for virtual units. Totally this installation example is using 16
virtual IP addresses. Address range used here in this example is 10.31.99.xxx and 10.31.98.xxx and the subnet mask is 255.255.254.0.
Different address ranges are shown with blue and red colors in the following text.

Basic training/demo example uses in the beginning only one application server and one database server. In this document we also show
how to add second application server to make the SAP Contact Center system redundant. In production environment the database server
should be a SQL cluster which makes it redundant.

Server names CC00 CC07 CC00SQL

Server physical (static) IP address 10.31.99.130 10.31.99.70 10.31.98.130

The virtual units to be installed: (don’t use space in the virtual unit name, use _ (underscore) instead)

• ACME_Database CC00SQL\ACME (syntax: SERVERNAME\INSTANCENAME)

• ACME_Administrator 10.31.99.131
• ACME_Agents 10.31.99.132 (MRS in this VU does server side recording)
• ACME_AgentFrontEnd 10.31.99.133 (MRS in this VU plays prompts to SAP Contact Center users)
• ACME_AdminFrontEnd 10.31.99.134
• ACME_PSTN_Helsinki 10.31.99.135 (MRS in this VU plays prompts to calls from PSTN)
• ACME_Core 10.31.99.136
• ACME_Website 10.31.99.137
• ACME_Reporting_DB CC00SQL\ACME (this virtual unit installs the reporting databases)

• ACME_Standard_Reports (this virtual unit installs report templates)

• ACME_LongTime_Monitoring_DB CC00SQL\ACME (syntax: SERVERNAME\INSTANCENAME)

• ACME Reporting Website 10.31.98.130 (NOTE: this is the physical IP address of the SQL Server,
this example uses the default web site of the server)
Optional/additional virtual units installed using this document:

• ACME_Integrations 10.31.99.139
• ACME_PSTN_Walldorf 10.31.98.135
• ACME_Core2 10.31.98.136
• ACME_QMS 10.31.98.137
• ACME_LongTime_Monitoring_Website 10.31.98.138
• CC00_File_Replication 10.31.99.138
• CC07_File_Replication 10.31.98.134
• ACME_ECF_Agent 10.31.98.131
• ACME_ECF_Visitor 10.31.98.132
• ACME_RCI 10.31.98.133

Additional:
• ACME_Chat 10.31.98.139

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

Never use the same variable values (IP addresses, virtual unit names, certificates etc.) in test system(s) and in production
system(s).
© SAP SE 2017
7

Example installation for SAP Contact Center 7.0 training

This sample SAP Contact Center system is configured to have 100 numbers in PSTN number range:

• 10 numbers for phone queues

• 70 numbers for agents
• 10 numbers for Custom IVRs
• 10 numbers for Built-In IVRs

Additionally there will be a range of internal numbers (100000-999999).

The voicemail numbers will be allocated from that internal range to save PSTN numbers.

ACME contact center

 70 users with phone numbers and voicemail numbers

 User groups (created by user during installation, naming is free)
 CC Supervisors (Contact Center managers)
 CC Agents (Contact Center agents)
 Expert Users (Switchboard agents)
 Office Users (office users and hard phones)
 User roles (built in default roles)
 CC Supervisor
 CC Agent
 Expert User
 Office User
 Different settings in Queues
 Skill Based Routing
 Recording queue calls automatically
 VoiceMail
 E-mail queue
 Chat queue
 IVR Services
 Menu IVR
 OptIn IVR and Survey IVR
The purpose of this example is to install and configure SAP Contact Center system for a customer called ACME with following items:
▪ Customer name: ACME
▪ Queues:
• Switchboard 1000
• Sales 1001, 1004 (numbers have different languages for skill based routing )
• Sales Callback 1002
• Marketing 1003
▪ Built in IVR’s:
▪ Presence IVR number 1099
▪ External agent IVR number 1098
▪ CMC IVR Number for Source Number Masking 1097
▪ CMC Recording IVR Number 1096
▪ Conference IVR number 1095
▪ ETC IVR Number 900000
▪ Callback queue IVR number 1093
▪ Custom IVR’s
▪ Menu Custom IVR 1080
▪ Opt-In IVR and Survey IVR 1081, 1082
▪ Disturbance IVR 1083, 1084
▪ Conditional IVR 1085
▪ Other queues:
▪ Chat queue ACME Chat [email protected]
▪ E-Mail queue ACME E-Mail <emailboxname>@acme.com
▪ SAP Contact Center system main components:
- CEM Server - Email Sender
- Call dispatcher - SIP bridge for trunks
- Directory Server - SIP Bridge for hard phones
- Connection Server (one for agents, one for admin) - Agent Server (one for agents, one for admin)
- H323 Bridge for trunks - External Terminal Controller for hard phones
- Media Routing Server(s) (playing prompts, recording) - Data Collector
- Batch Job Server
- Trunks to public telephone network, so that calls are routed to PSTN
- Patterns, routes and destinations to be able to make calls out to PSTN

The training environment is a simplified version of a typical production environment.

A small production environment has typically a SQL cluster for production databases and a separate SQL server for reporting
(including Reporting Services and Analysis Services) and at least two application servers to have a redundant system.

SQL Server configuration

In this example installation we are using the paths which are configured in SQL server properties to save the data files and
transaction log files.

If you want to save the files to a different path or different hard disk you can do that during the installation. When using a
cluster the disk/path must be selected from shared disks.

Default paths of the SQL server for the Data and Log:

Selecting different paths for data file and transaction log file in Infrastructure Administrator, from D and E drives to F and H
drives:

The ‘immutable’ text means that setting cannot be changed with Infrastructure Administrator tool after it has been installed.

By changing the paths the files can be installed to different location than the default and SQL server uses the files from the
locations configured here.

If the locations of the files should need to be changed later after the installation that must be done manually in the SQL
Server Management Studio.

Stop the SAP Contact Center system (set role of virtual units to Inactive) and detach the database that you want to move to
another disk.

Right click the database and select Tasks  Detach…

Then copy the file to a new location e.g. to a new disk.

Finally attach the file (in this example ACME.mdf) from the new location.

Browse the file from your server and select it.

After attaching the database you can start SAP Contact Center system again.

Databases have different needs for reading and writing. Some are critical to get access for reading operations and some for
writing operations. You should plan your SAP Contact Center system database installation according the needs that you have
and install the data and transaction log files to separate physical hard disks.

Examples:
• If you run an outbound contact center you might want to install the outbound database to a dedicated hard disk to
make sure that it is not going to be a bottleneck in the system.
• If the call load is big (tens of thousands of incoming calls per hour) and hundreds/thousands of agents serving the
callers the operative database should be installed on its own disk and the transaction logs also on its own disk.

SAP Contact Center is flexible, in minimum the databases can be installed to a single server having one hard disk (this could
be a test system) and at the other end databases locating on six different SQL servers having a dedicated disks for data file
and transaction log file (biggest possible configuration, maybe never needed).

Here are the typical characteristics of different SAP Contact Center databases:

Configuration database Operative database

- static content, small updates now and then - small searches to single lines
- critical availability and search access time (e.g. Login speed) - constant small updates
- data access time critical

Directory database Monitoring database

- a lot of information - a lot of information
- searches - small searches (call history 5 day)
- large ”bulk” updates e.g. during importing user information - constant updates

Outbound database History database

- read and write load can be high when campaign(s) active - bulk data transfer, data transferred to reporting
- constant small updates database once per hour by default
- bulk updates can include a lot of data when importing campaigns - a lot of information
- bigger searches (1 day, multiple criteria)
- constant updates

Ultimate configuration using one SQL cluster, all databases on dedicated disks and several disks for transaction logs:

SQL full-text noise/stopwords

CDT directory search does not work when noise or stopwords are in use. In practice this means that full-text search having
single character or number does not work.

Example:
When noise words are in use: in practice it means that full-text search having single character or number does not work.
=> "Home Street 5" does not return anything
=> "Home Street" will return "Home Street 5" as well

Information about stopwords, see the link:

SQL Server 2008 R2: https://msdn.microsoft.com/en-us/library/ms142551(v=sql.105).aspx

SQL Server 2012: https://msdn.microsoft.com/en-us/library/ms142551(v=sql.110).aspx

To prevent a full-text index from becoming bloated, SQL Server has a mechanism that discards commonly occurring strings that do not help
the search. These discarded strings are called stopwords. During index creation, the Full-Text Engine omits stopwords from the full-text
index. This means that full-text queries will not search on stopwords.

select * from sys.fulltext_stoplists

select * from sys.fulltext_stopwords
select * from sys.fulltext_system_stopwords
select * from sys.fulltext_catalogs
select * from sys.fulltext_indexes

Example:

ALTER FULLTEXT INDEX ON Template_Search_CA20AB5F58EF422BB075F5B2AE0D0C1D SET STOPLIST OFF

How to change the stopwords in a stoplist in Management Studio

SQL Server 2012: https://msdn.microsoft.com/en-us/library/ms142551(v=sql.110).aspx

1. In Object Explorer, expand the server.

2. Expand Databases, and then expand the database.
3. Expand Storage, and then select Full Text Stoplists.
4. Right-click the stoplist whose properties you want to change, and select Properties.
5. In the Full-Text Stoplist Properties dialog box:
1. In the Action list box, select one of the following actions: Add stopword, Delete stopword, Delete all
stopwords, or Clear stoplist.
2. If the Stopword text box is enabled for the selected action, enter a single stopword. This stopword must be
unique; that is, not yet in this stoplist for the language that you select.
3. If the Full-text language list box is enabled for the selected action, select a language.
6. Click OK.

After changing the behavior of the stopwords the full-text search catalogs must be rebuilt.

Second Core virtual unit

In big SAP Contact Center systems you might need to increase CEM and CD capacity in your system. Remember anyway that one CEM Server
can handle more than 2000 agents. You can add a new instance of core virtual unit. Adding a second core virtual unit can also give you a
chance to upgrade the system without downtime. You can inactivate one core virtual unit and upgrade that while the other core is still
running. After upgrade you can activate the new core and then upgrade the other instance similarly.

On the application server use Infrastructure Administrator and switch to Deployment Mode and add the second core virtual
unit, use name ACME_Core2.

Add in the IP address (10.31.98.136) and subnet mask then click OK.

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

Common Variables:
Server Connection Security:
Internal Server Certificate in Use Tick 
Internal Server Certificate Common Name INTERNAL.ACME.COM
Internal Server Certificate Issuer CC00CA

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

Notice the RTP Packet length in MS setting. This is the system wide packet length setting.
This setting should have the same value as with first core virtual unit (ACME_Core).

Click Save
Right click on Instances, and select Add Instance to node  CC00

Right click on ACME_Core2 and select Apply Changes to Local System.

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

Always when adding certain type of new components to SAP Contact Center system those have to be configured in the System
Management  Modules.
NOTE: Use the Standby role when stopping a core virtual unit
Components of these types need configuration:
where CEM Server or Call Dispatcher is running. Then the CEM
• Media Routing Server Server and Call Dispatcher stop accepting new calls and they
• SIP Bridge handle the existing calls until the calls are normally disconnected.
• H323 Bridge After that the components are stopping automatically. This is
• External Terminal Controller called graceful shutdown and no calls are lost.
• Call Dispatcher
• Quality Monitoring Server
• PSTN trunks (e.g. Audiocodes, Cisco, Dialogic, Innovaphone, Session Board Controller)

In System Configurator (SC) configure the two Media Routing Server (MRS) components to work with this new core.

1. Add the ACME_Core2 to list of Selected Modules of the MRS in ACME_Agents virtual unit to record the calls.

NOTE: When adding a new core the values of maximum simultaneous prompts and maximum simultaneous recordings should be changed
in the Media Routing Server (MRS) configuration. Call Dispatchers (CD) are requesting to open the amount of slots configured to each MRS,
the sum of requests should not exceed 800. Maximum value in MRS configuration should be: 800 / number of CDs. Don’t reserve too
much resources (memory) from server if it is not needed; if there is only 100 users and one PSTN trunk you don’t need 800 slots,
something like 150 would be enough.

Number of Call Dispatchers Maximum simultaneous prompts Maximum simultaneous recordings

1 800 400 / G711 or 200 / G729
2 400 200 / G711 or 100 / G729
3 266 133 / G711 or 66 / G729

In this example when we are adding the second core virtual unit we reach the maximum simultaneous recordings value 200 for codec
G.711.

If this system would be using the G.729 codec the value should be changed to 100 in Infrastructure Administrator and applied to hosts.

(remember to bind the virtual IP address on the HAC node level to correct physical IP address same way as it was done in the introductory
installation example)

2. Configure the MRS in ACME_AgentFrontEnd to play prompts to calls handled by this core virtual unit instance.

Number of Call Dispatchers Maximum simultaneous prompts Maximum simultaneous recordings

1 800 400 / G711 or 200 / G729
2 400 200 / G711 or 100 / G729
3 266 133 / G711 or 66 / G729

In this example when we are adding the second core virtual unit we reach are in the half of the capacity of simultaneous prompts with
value 200. This value could be raised to maximum 400 with two core virtual units if more prompts are needed for SAP Contact Center
internal calls.

CRM Integration

The interface is a server-side component running under a web server (IIS ASP.NET). It connects on the SAP Contact Center side to the Agent
Server (AS) and Chat Server (ChS) via TCP/IP, to the databases by using ADO.NET, and to the ICI interface on the CRM side via SOAP over
HTTP.

On premise version: Integration is done in the server level.

SAP
Contact Center

Cloud version: Integration is done in the workstation level.

SAP CRM Outbound Campaign integration with SAP Contact Center Outbound Dialer
 Outbound Telesales Campaign runs on CRM side and calls are placed out via SAP Contact Center Outbound dialer; preview,
progressive and predictive dialing modes
 Provides most effective and flexible way to run Outbound Telesales Campaigns
SAP CRM multiple sessions supported with SAP Contact Center
 Possibility to take an incoming call or chat when working with email or action item
Manage SAP Contact Center Presence Profiles via SAP CRM Interaction Center user interface
 Helps CRM Interaction Center agents quickly manage their presence status via single user interface
Skills based routing enhancements for ERMS email, Web chat and Action Items
 Capability to enhance the queue based routing with skills in email, chat and action item channels
 Enables targeted routing e.g. to account responsible persons, and priority routing to users with specific technical knowledge
 Improves the throughput time and responsiveness to tickets and action items
 Routing, queuing and handling times can be monitored in real-time against SLA targets

Integrations virtual unit template consists by default of Integration Interfaces, Web Server and optional Chat Portal Server
packages.

Installing Integration Interfaces

Typical (minimum) information needed by software packages:

• Time zone
• IP address of the virtual unit
• Connection information for SQL server(s) and databases
• CRM integration related information
Create a virtual unit using Integrations Virtual Unit template.
Name of the virtual unit: ACME_Integrations

IMPORTANT NOTE: In this training example Untick theInclude Chat Portal Server option because we have already
installed the chat portal server to ACME_WebSite virtual unit. This is usually a question of sizing the Contact Center system to
match the organization.

Add in the IP address (10.31.99.139) and subnet mask (255.255.254.0 in this environment) then click OK.

CRM integration needs a lot of variables to be configured depending of the wanted integration functionality and it must be
done together with CRM administrators:
Typical configuration need the following items to be configured
- web site related variables, ports, user, password, time zone
- reporting database variables
- OII, ACI, DAI, RDI, TMI variables
- connection security variables
Configure the correct Windows account to run the web site and enter the password.

Integration Interfaces virtual unit common variables and database connections related variables.

Enter the variable values and

make selections as needed in
your environment.

Check that here is the correct

links to reporting database.

Online Integration Interface (OII) variables:

Enter the variable values and make

configurations as needed for your
environment.

E.g. select channels (email, chat, action)

and the country code etc.

These pictures show all parameters

which are configurable for the SAP
Contact Center - CRM integration on the
SAP Contact Center side.

Selections depend on the system that

you are building.

Enabling and configuring other integration interfaces variables:

Enable other optional interfaces (ACI, DAI,

PSI and RDI) if they are needed and enter
the values and make configurations as
needed in your environment.

E.g. the Presence Synchronization

Interface is needed when integrating SAP
Contact Center with MS Skype for
Business (Lync).

More information about interfaces can be

found from SAP help pages.

Internal Server Certificate and Time zone configuration:

OII document as an example:

https://help.sap.com/http.svc/rc/bf4c755e304c4b29a24bb887949e4d8b/7.0/en-US/Online_Integration_Interface_(OII)E.PDF

(remember to bind the virtual IP address on the HAC node level to correct physical IP address same way as it was done in basic installation example)
Select instance(s) for the virtual unit and apply the changes to host(s).

NOTE: After installing the integration interfaces components restart the complete SAP Contact Center system.

Integrated functionality with SAP Contact Center and SAP CRM versions

When installing OII you should also check the Global Switching Settings  Add Extra Data to Joined Party.

If the parameter is not checked there will be error message on the OII log like this:

11:14:15.616 ERR> PlatformParameter ExtDataInJoin= should be 1

CRM – SAP Contact Center integration document:

https://help.sap.com/http.svc/rc/074c7e994ea54e4ea51bb0aed6e1f968/7.0/en-US/SAP_CRM_-_SAP_Contact_Center_Integration_ConfigurationE.PDF

SAP Contact Center system restart

First Inactivate all virtual units on Virtual Units level. After all virtual units have stopped, Activate virtual units on
Virtual Units level in any order.

Database virtual units and Standard Reports virtual unit are used only to install databases and reporting templates. Those
virtual units can be left also as Inactive; they don’t include any executable components. They can be also hidden from user
interface by creating logical systems in Infrastructure Administrator.

Some SAPphone parameters can be found in System Management  Modules  Online Integration Interface (OII)

Link to application help, Configuring SAPphone Connection:

https://help.sap.com/viewer/b382b7dce2774c9aafdfda69f740b975/7.0/en-US/345722571962472ea5e658f38831aad1.html

Adding OII to SAP Contact Center system creates automatically some new default settings for voice channels.

System Configurator  System Management  Channels  Voice Channel

Users can have different logon names for SAP Contact Center system and SAP CRM system.

In this training example Donna Moore is using Contact Center with logon name donna.moore and CRM with logon name
donna_m.

In the SAP Contact Center 7.0 training environment we are using URL like this to open the IC Webclient:

http://iwdfvm1042.wdf.sap.corp:52080/sap/bc/bsp/sap/crm_ui_frame/default.htm?sap-user=donna_m&sap-password=***

Separate documentation is available for Contact Center - CRM configuration.

In User Settings Templates the Not Ready status is enabled as the default. Agents typically set the Ready/Not Ready status from IC
Webclient.

Integration Interfaces test pages

SAP Contact Center system has several integration interfaces for different purposes.

All integration interfaces have a test or setting page which can be opened with Internet Explorer.

OII - Online Interaction Interface

This server-to-server interface provides methods for handling agent statuses and channel/queue assignments, and
performing telephony and other communication operations in SAP Contact Center 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.

http://<ip.address>:<port>/OII/OII.asmx

ACI - Administration and Configuration Interface

This server-to-server interface provides access to the configuration data that is stored in SAP Contact Center 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.

http://<ip.address>:<port>/ACI/Service.asmx

DAI - Directory and Availability Interface

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 person’s absences and used profiles, and change the profile and status.

http:// <ip.address>:<port>/DAI/Service.asmx

RDI - Reporting Data Interface

This server-to-server interface provides methods for reading history information about calls and e-mail messages that have
been handled in a SAP Contact Center 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.

http:// <ip.address>:<port>/RDI/Service.asmx

PSI - Presence Synchronization Interface

The Presence Synchronization Interface (PSI) enables that presence information shown in the SAP Contact Center System
follows the user availability information of a third party system, such as Microsoft 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 SAP Contact Center 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.

http:// <ip.address>:<port>/PSI/Service.asmx

LRI - License Reporting Interface

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 SAP Contact Center system. It is closely related to user roles and rights that are described in
the SAP Contact Center 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
• 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.

TMI - Task Manager Interface and RTI - Restful Task Interface

These interfaces provide methods for handling tasks in SAP Contact Center 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.
Task Manager Interface (TMI) is based on the SOAP version 1.1. The interface uses the HTTP protocol to carry SOAP messages
between a SOAP client and itself.
Restful Task Interface (RTI) corresponds TMI interface but uses restful interface, and provides OAuth authentication.

Easiest way to find the test pages is using Content View directly from IIS.

Here is e.g. the TMI page:

QMI - Quality Monitoring Interface

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 SAP Contact Center system.
QMI is implemented by a server-side component called Quality Monitoring Server (QMS) that connects on the SAP Contact
Center side to the Call Dispatcher (CD) server via TCP/IP, and on the third party side as a web service via SOAP (version 1.1.)
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 SAP Contact
Center 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 SAP Contact Center system functionality to external systems, special attention should be paid
to security. Therefore the interface is designed to use Transport Level Security (TLS) protocol by default.

QMI has a test page which can be opened from Internet Explorer; it is not found in IIS:

http://<ip.address>:<port>/QMInterface.asmx (NOTE: this is case sensitive)

You should get this kind of response from the QMS:

CPI - Chat Portal Interface

Chat Portal is a server-side component between Chat Server and internet chat client (a web application that displays chat for
customers, not for SAP Contact Center agents). Chat Portal defines the external API that the internet chat client uses to
communicate with SAP Contact Center. 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.

EII - External IVR Interface

External IVR Interface enables that an SIP-enabled speech recognition IVR server can be integrated into SAP Contact Center
system.
SAP Contact Center can relay calls to external speech recognition / IVR over SIP (session initiation protocol) bridge.

RCI - Restful Configuration Interface

This interface provides access to the configuration data in SAP Contact Center and enables restricted configuring of users,
user groups, queues, queue groups roles, skills, time zones, and presence profiles.

RMI - Restful Monitoring Interface

This interface provides methods for getting information about contacts, agents and queues from Monitoring Database. This
interface uses restful interface, and only method used is GET.

C4C Analytics Upload

Additionally, the RMI part of the Restful Interfaces provides uploading analytic data to SAP Cloud for Customer. See the
group C4C Analytics Upload in Restful Interfaces package variables in Installation Guide.

All integration interfaces documents are found from https://help.sap.com/viewer/product/SAP_CONTACT_CENTER/7.0/en-US

pages, Integration

Download and read the documents for more information about the interfaces.

Media Routing Server example

In this example there is:

• 6 trunks (6 x 30 ports = 180 simultaneous calls to/from PSTN)

• 2 SIP bridge instances, both configured with 3 trunks for redundancy
• 400 internal soft phone and hard phone users
• 2 Media Routing Servers for recording (MRS 1 and MRS 2)
• 2 Media Routing Servers playing prompts (MRS 3 and MRS 4)

This configuration can handle all following situations:

• Every PSTN caller can hear a prompt (max. 180 simultaneous calls in and no agents serving in queues)  MRS 3
• Every PSTN call can be recorded (max. 180 simultaneous calls in/out)  MRS 1 and MRS 2
• Every internal user (max. 400 users) can simultaneously record e.g. voicemail  MRS 1 and MRS 2
• Every internal user (max. 400 users) can simultaneously listen voicemail  MRS 4

Values used here assume that only one Call Dispatcher is used. If two CD’s used then the configuration values must be
divided by two.
(see chapter above: Adding second Core virtual unit)

PSTN connection example

Configuration where is four locations where is one or more local trunks.

Virtual units could be installed and configured so that there is always a backup instance on another location on the server where the virtual
units are running.
In this example we are talking mainly about SIP Bridges, planning of the Media Routing Servers and prompts is not included here.
If one server fails there is always a backup available for the virtual unit(s) and full trunk capacity is available.

4 different locations, good redundancy:

- it is possible to have full

trunk capacity available
even if two servers fail
- e.g. if servers 2 ad 3 fail the
server 1 and 4 can still run
the complete trunk capacity
- network connections
between sites must be
working properly
- if a lot of prompts are
played it might affect to
bandwidth

Also in case when there is one location but a lot of trunks you can configure the system so that if one server fails you still have full trunk
capacity available. Same rules apply as above, if e.g. servers 2 and 3 fail the system has still full trunk capacity available.

1 location, good redundancy:

One server can handle always

at least two virtual units.

1 location, full redundancy:

If all PSTN virtual units are configured to all PSTN servers (HAC nodes) it is possible that even if 3 servers are down all
trunk capacity is still in use.

One SIP bridge is capable of handling 2000 simultaneous calls but it is not the best practice to configure all trunks
behind one bridge.

16 trunks (=480 simultaneous calls), four SIP bridges in four PSTN VUs. Four PSTN HAC nodes (servers).

RFC2833 DTMF tones

Example configuration when RFC2833 DTMF tones are needed for users to be able to send to PSTN.

1. select the correct trunk and set the SIP bridge parameter  MRS Sends RFC2833 DTMF on in System
Configurator  Call Switching  Trunks:

2. set the gateway device to support also the RFC2833 DTMF (here is an example from Audiocodes Mediant
gateway):
- 1st Tx DTMF Option = RFC2833
- RFC2833 Payload Type = 101

Note that if you have a SIP trunk connection (no gateway device) to PSTN operator you cannot
change these settings, changes must be done by operator. If operator has several customers
using the hardware/software behind this trunk it might be possible that operator is not willing
to change settings if other customers want it to work differently.

3. create a location based routing rule as follows:

- enter a name for the location
- select Network Address Translation (NAT)
- select the correct SIP bridge which is using the trunk
- select MRS module to be used to play the DTMF tones

Making a call out, no recording needed. Entering DTMF tones 123.

From the Call Dispatcher log you can see how the DTMF codes are sent.

CallDispather (CD) log:

Selected Media Routing Server (MRS) log in ACME_PSTN_Helsinki virtual unit:

Gateway log (Audiocodes Mediant in this example):

Second PSTN virtual unit

One SIP Bridge component can handle about 2000 simultaneous calls. One trunk (PRI connection, PSTN trunk) typically has
30 channels for calls. On the market there are Session Board Controllers (SBC – SIP trunk) that can handle several thousand
simultaneous calls. For the redundancy reasons we recommend to share the call load between several SIP Bridges. E.g. one
SIP Bridge handles e.g. 5-10 PSTN trunks.

In most cases when there is more than one SIP trunk or PSTN trunk you might need also some extra bridges. Depending of
what hardware you have the second PSTN virtual unit could be either for SIP gateway/trunk or H.323 gateway.

This example shows how to add a new SIP bridge to SAP Contact Center system. Depending of the configuration you might also need a new
Media Routing Server (MRS) instance. In this example we don’t add it. If you add a new Media Routing Server, the MRS bindings to play
prompts must be configured like with earlier MRS instances in System Management - Modules section in System Configurator.

Create a virtual unit using PSTN Bridges Virtual Unit template.

Name it ACME_PSTN_Walldorf.

Don’t include prompts to this virtual unit, uncheck it. Prompts are already installed with first PSTN virtual unit.

Uncheck also Include Media Routing Server, it is not needed in this example.

Use IP address 10.31.98.135.

Check and configure the variables:

Click Save

Right click on Instances, and select Add Instance to node  CC00

Right click on ACME_PSTN_Walldorf on the node level and select Apply Changes to Local System or Apply changes to Host.

(remember to bind the virtual IP address on the HAC node level to correct physical IP address same way as it was done in basic installation
example)

In System Configurator add a trunk for this newly added SIP Bridge. Also add switching route(s) to make calls out using this
trunk.

Media Routing Server configuration in System Configurator

- add the newly added SIP Bridge to the selected modules to where the Media Routing Server in ACME_PSTN_Helsinki
plays the prompts. We use only one MRS to play prompts towards PSTN calls in this example

Save the configuration.

Same way add the newly added SIP Bridge to the selected modules from where the Media Routing Server in ACME_Agents
makes the recordings. In this example installation this is the recording MRS.

Save the configuration.

H.323 Bridge and gateway

H323 Bridge component can be installed to system same way as a SIP Bridge.

Installation is done by adding an empty virtual unit and then adding software to it, selecting the H323 Bridge. If you use H.323 gateway you
can add it to SAP Contact Center system.

Enter IP address and subnet mask for the virtual unit.

Check the variables:

If the variables are correct add instance to application server (CC00 in this example) and apply changes to host.

Media Routing Server configuration in System Configurator

In System Configurator configure a 3rd party H.323 gateway to be able to make calls to PSTN. There have been some H.323 gateway
devices available from Cisco, Audiocodes and Innovaphone. Most manufacturers deliver the gateway devices with SIP firmware by default,
but H.323 can still be an option.

Click on the Trunks section, and click . Select H.323 and click OK. Enter the information:

Name PSTN H323 Example

Description H.323 trunk
IP address 10.31.99.248
Bridge H323Bridge ACME_PSTN_H323_example (select from dropdown)
Edit Incoming B Number (In mask) ##### (using last 5 digits from
incoming B-number)

Click Save and Close.

The amount of the # characters depends on the extension length of your system.

##### = using last 5 digits from incoming B-number

System can have different extension lengths from different trunk.

Callback prefix for this trunk is: 99999

SAP Contact Center uses in this example the last 4 digits from Helsinki trunk and last 5 digits from
Walldorf trunk. Also 5 digits from H.323 trunk.
Switching route and pattern

Add a new switching route for H.323 trunk.

Creating a test pattern, selecting the H323 example trunk as a destination for outgoing calls.

In this training material the pattern 777* is used to make certain local routing rule for training environment trunks.
It is not meant to be used in real installations.

Switching routes:

Media Routing Server for prompts:

Configure one of the existing MRS’s, e.g. MRS in ACME_PSTN_HELSINKI to play prompts to calls handled by this trunk in the new virtual
unit. Add the H323 bridge in the ACME_PSTN_H323_example virtual unit to the list of Selected Modules.

Media Routing Server for recordings:

Configure also one of the existing recording MRS’s, e.g. MRS in ACME_Agents to record calls handled by this trunk in the new virtual unit.
Add the H323 bridge in the ACME_PSTN_H323_example to the list of Selected Modules.

Additional application server (HAC node)

Exported Internal server certificate (INTERNAL.ACME.COM) and the Connection

Server certificate (CLIENT.AME.COM) from the first server must be imported to this
new server.

In this example the second application server is called CC07.

Export the Internal Server certificate (INTERNAL.ACME.COM) from the first server
(CC00SQL in this example) using the export wizard:

Select: Yes, export the private key

Default options and password for the file:

Save the file e.g. to C:\SAP\ContactCenter folder:

Export the Connection Server certificate (CLIENT.ACME.COM) from the first server same way using the export wizard and
save the file with name Exported_Connection_Server_Certificate_from_CC00.pfx.

Copy the newly created files

• Exported_Internal_Server_Certificate_from_CC00SQL.pfx
• Exported_Connection_Server_Certificate_from_CC00SQL.pfx)

to new server CC07 and remember also copy and install the trusted root certificate (CC00CA_Trusted_Root_Certificate.p7b)
file to CC07.

NOTE: Trusted root certificate must be installed before Internal Server Certificate and Connection Server Certificate.

Import the same CC00CA_Trusted_Root_Certificate.p7b to second server same way to Trusted Root Certification Authorities
as it was imported originally on this first server (see chapter ‘Certificates’ from Introductory training document).

Import the (Exported_Internal_Server_Certificate_from_CC00SQL.pfx) file to this second server:

Select the correct file:

Password of the file and options

Import same way the (Exported_Connection_Server_Certificate_from_CC00SQL.pfx) file to this new server.

Imported certificates on the new server:

Details of the
INTERNAL.ACME.COM
certificate.

NOTE: One advantage of using the same exported certificates on every server is that the expiration dates of the certificates
are the same.

Install the Infrastructure Administrator (IA) from the same share which was created earlier, (from \\CC00SQL\Install folder in this
example) to the new application server and open it.

Copy the system model (model.wim) file e.g. from the first server to local folder (e.g. C:\Users\CCAdmin\Documents)
and open the file in IA (File  Open). You should see all the existing HAC nodes in the opened system model (CC00 and
CC00SQL in this example).

Add the new HAC node

• Set it to be the Local HAC Node

• Select the base installation
• Configure the Deployment
Variables for High Availability
Controller
• Save the variables and
Apply All Changes to Local Host
• Connect and switch to Monitoring
Mode

Save the system model locally:

The local version of the model.wim

file should be saved to the default
folder:
C:\Users\CCAdmin\Documents

NOTE: remember to bind the virtual IP addresses on the HAC node level to correct physical IP address also on this new HAC node

After saving the system model file switch Infrastructure Administrator to Monitoring Mode. When the new HAC node starts
to communicate with the other HAC nodes (HAC service and IA) it sends the new version of the system model file to the
other HAC nodes and opened Infrastructure Administrator instances.

Using any of the servers where you have Infrastructure Administrator installed you can switch IA to Deployment Mode and
start to configure virtual unit instances to the new server.

To install several virtual units on the local HAC node, right click the local HAC node and select the Apply All Changes to Local
System (local Infrastructure Administrator does the installation) or Apply All Changes to Host (HAC Service does the
installation).

To install several virtual units on remote HAC node select the HAC node, right click the correct HAC node and select Apply All
Changes to Host. HAC service on the remote HAC node does the installation.

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

NOTE!: It is not recommended to have/use many Infrastructure Administrator user interfaces open simultaneously.

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

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

When the system file (e.g. file name model.wim) is changed and saved on the workstation it will send the new version to all
HAC nodes (HAC services on the servers).

Message like this is seen on the Event Log tab on the Infrastructure Administrator. This is information to the user that system
model file version used by IA is different than the file(s) that is/are in use by HAC service(s) on the HAC node(s). It is not an
error message.

When HAC node is receiving a new version it starts using it automatically and while the HAC node is processing the new
version Infrastructure Administrator shows the yellow exclamation mark over the node(s) on the screen. HAC service is
automatically making new versions of local hacmodel_NODENAME.xml file and also a new version of backupmodel_???.xml
file (where ??? = version number). Wait until the exclamation mark disappears before continuing doing more actions.

Version information can be seen from Infrastructure Administrator by clicking the

HA System level.

See the SQL Servers without Infrastructure

Administrator and HAC chapter to learn
how to configure and use SQL servers
without HAC service in SAP Contact Center
system.

More virtual units

Next in this training material is the installation of the Quality Monitoring Server and File Replication Servers.

• The QMS Virtual Unit template installs the Quality Monitoring Server (QMS) software package for connecting the
SAP Contact Center system to an external quality monitoring system. QMS connection must be secured with a
certificate.
• File Replication Server (FRS) is a background application that copies files from a server to another. Typically it is used
to replicate prompts and voicemail files between different locations.
• From SP04 on, FRS is not included in any templates as File Replication Server is a server dependent component, it
cannot be switched to any other HAC node.
• Install FRS on all servers (HAC Nodes) where you need file replication.

Quality Monitoring Server

Create a virtual unit called ACME_QMS using QMS Virtual unit template. Use IP address 10.31.98.137.
QMS component could be also installed to an existing virtual unit and it could use any existing MRS that is configured to do recording.

Add a software component – Media Routing Server so that QMS will have a dedicated MRS.

Infrastructure Administrator variables:

Quality Monitoring Server Port = port

for internal SAP Contact Center usage

HTTP Mode (QMI) = Debug is used

when there is no certificate to encrypt
the QMI connection. Debug means
here plain text. Secure option is used
when there is a certificate available.

Infrastructure Administrator variables:

Dedicated MRS is used only for server

side recording.

When saving the information and also when applying the changes to instance there will be a popup message about missing certificate if it
not used.

MRS in ACME_QMS virtual unit is configured to do the Server Side Recording:

System Services - Recording Settings: Enable QMS by ticking the  In use box.

Modules  Quality Monitoring Server configuration:

Filters
Default Behavior= Allowed / Not Allowed (and then exceptions to default, individual numbers or ranges)
Interface Settings:
IP Address and Port are the connection parameters for 3 rd party quality monitoring device/software to connect
Max. Amount of Sessions = 1 (default is 1, recommended not to use more than 5)

Connection from External System

The external systems can access the QMI web service using the following SOAP Action:
http://sap.com/BCM/QMInterface http://[IP_address:port _defined_in_Interface_Settings]/QMInterface.asmx

Page to connect in this example is: http://10.31.98.137:21090/QMInterface.asmx

File Replication Server

File Replication Server (FRS) is a background application that copies files from a server to another. Typically it is used to replicate prompts
and voicemail files between different locations.

From SP04 on, FRS has not been included in any templates as File Replication Server is a server dependent component, it cannot be
switched to any other HAC node.

Earlier in this document we have added second application server CC07 to the SAP Contact Center system and configured some virtual unit
to be able to run on that server also to share the load between servers.

Now we add File Replication Server instance to both servers to keep all prompt files up to date on both servers. In this example the
prompts folder is not a share.

CC00:

• Start creating a new virtual unit using Empty Virtual Unit Element template.
• Enter the name CC00_File_Replication
• Add software: File Replication Server
• Enter IP address: 10.31.99.138
• Add instance only to CC00 HAC node

CC07:

• Start creating a new virtual unit using

Empty Virtual Unit Element template.
• Enter the name CC07_File_Replication
• Add software: File Replication Server
• Enter IP address: 10.31.98.134
• Add instance only to CC07 HAC node

On HAC nodes level select Apply All Changes to All Hosts to

install the virtual units. Save the system model. In this example
we start editing the configuration file on server CC00.

In the ‘C:\SAP\ContactCenter\VU\CC00_File_Replication\etc’ folder you can find a

file called wfrs.xml which is just an initial configuration file to make FRS start
without error messages but it does not replicate anything. You can delete this
file or rename it.

You can find two example configuration files from virtual unit folder:
C:\SAP\ContactCenter\VU\CC00_File_Replication\etc\samples\wfrs

Open e.g. the file called ‘sample2.xml’ and edit it to replicate the
C:\SAP\ContactCenter\VU\ACME_PSTN_Helsinki\prompts folder between the servers.

Example configuration file in this case would be like this.

Prompts folder C:\SAP\ContactCenter\VU\ACME_PSTN_Helsinki\prompts is replicated to both directions. Folder is in the same path on
both servers:

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

</WFRS>

Save the edited file with the name wfrs.xml to C:\SAP\ContactCenter\VU\CC00_File_Replication\etc\ folder.
Copy the exactly same file also to the CC07 server to the corresponding virtual unit folder.

Create manually a folder called ‘state’ to both servers in virtual unit folder (…\CC00_File_Replication and …\CC07_File_Replication).

Switch the Infrastructure Administrator to Monitoring mode to start the new virtual units.

You can easily test file replication by creating manually a test file to this C:\SAP\ContactCenter\VU\ACME_PSTN_Helsinki\prompts folder
on one of the servers and it should be replicated to the other server also. Also deleting the test file from one server should delete it from
the other server also.

Long-time monitoring

By default the monitoring database is keeping the data 1 month, maximum since SAP BCM 7 SP4 is 15 years:

Depending on the number of the contacts the data retention time is not recommended to be more than 3 months so that
the database does not grow very big. It starts to affect to usage of the online monitoring in daily work. Database gets
slower.

Install this virtual unit to database server (CC00SQL in this example).

Typically a long-time monitoring is

needed if you need to save e.g. call
recordings for a very long time.

Listening of the call recordings is

done using monitoring user interface.

Best way to do this is to create two

different websites for monitoring;
one for the normal daily usage and
one for this long-time monitoring.

Using database virtual unit template

you can create a new monitoring database
to SQL server.

Name it e.g.:
<CUSTOMER>_LongTime_Monitoring_DB

(ACME_LongTime_Monitoring_DB in this example).

Edit the variables on virtual units level, set the name of the Monitoring Database Name to be
$VU_DB_CONFIGURATION_NAME$_LongTime_Monitoring
and set the Monitoring History Data Retention Time to e.g. 10 years.

After configuring and saving the variables add instance to CC00SQL HAC node and apply changes.

On the database server is now databases for longtime monitoring and normal daily online monitoring:

Database connections are listed also in the Reporting  Data Destinations:

Data Collector is using this information about data destinations when saving the contact data to these databases.

On the application server, CC00 in this example, create a website for the long-time monitoring using e.g. the Website Virtual
Unit template but select only the ‘Include Monitoring Web Clients’ option.

Website can be created also using Empty Virtual Unit Element template and then adding Web Server and Monitoring Web
Clients software packages.

Use e.g. name ACME_LongTime_Monitoring_Website.

Use IP address 10.31.98.138 and correct subnet mask for this long time monitoring website.

NOTE: Remember to remove Email Sender when creating this virtual unit with Website Virtual Unit template and after
deleting Email Sender right click Software and select ‘Purge Unused Variables’.

Configure the variables to point to correct databases in correct servers and configure the correct reporting database user
information. Configure the website user account with correct name and password.

Add instance(s) for the virtual unit and apply changes. In this example the long time monitoring website is installed to both
application servers.

(remember to bind the virtual IP address on the HAC node level to correct physical IP address same way as it was done in basic installation
example)

Save the system model and switch to monitoring mode. When long time monitoring website is running you can open the
monitoring using the URL.

In this example: http://10.31.98.138:80/monitor

System Configurator: data destinations are added to Reporting – Data Destinations during installation.

It is also possible to have different kind of Data Protection Rules for normal daily monitoring and for this longtime
monitoring. In this example the default Common Data Protection Rules is used.

With Data Protection Rules you define how data in a data destination is protected. If an item is selected for protection, it is saved with protected string in
the corresponding destination’s monitoring or reporting table, and that string is shown in Online Monitoring or Reporting that uses that destination.

In the default rule, Common Data Protection Rules, the following items are protected by default and they cannot be shown in Online Monitoring or
Reporting:
• External Participant
• Transfer Number
• Consultation Links
• Conference Link
• Recording File

NOTE: Remember also to

configure the recording settings
so that the files are not removed
automatically, leave the
‘Automatic File Removal’ to value
0 days. Use also some subfolder
rule to not save all files in one
folder. Depending of the amount of the recordings you can use GSM compression format to save disk space. Thumb rule is
that GSM format saves about 90% of the disk space compared to PCM format.

Custom reports

Custom report - how to use information stored in Custom1, Custom2 and Custom3 parameters

Creating a reporting group called Custom reporting group, adding users into it:

Configuring the Reporting Specifications, mapping Sources to Targets:

- Custom1  Department
- Custom2  Subcompany
- Custom3  CostCenter

Creating a user group using the Reporting Specification:

Configuring the user level settings for individual users, selecting Reporting Specification and Reporting Group and
setting the values for the Custom1, Custom2 and Custom3:

For selected set of users you can set the Custom1, Custom2 and Custom3 values also with Update Wizard.

Creating a custom report

Creating a dataset

Creating a new Data Source Connection, naming it CustomReport, selecting connection type Microsoft SQL Server
Analysis Services and configuring the correct database server and OLAP database.

server: CC00SQL\ACME
database: ACME_ContactCenter_OLAP

Connection created:

Query design

Selecting correct Cube  CubCSSAgents

Selecting DimTeam, DimTime, DimAgent and DimAgentProfile dimensions and configuring the measures to have
Agent Name, Department, Subcompany, Count of Allocated Call In and Count of Allocated Call In Direct.

Arranging the fields:

Selecting the layout:

Selecting the style:

Naming the report:

Adding a chart to report:

Setting chart fields:

Choosing the style for chart:

Positioning the chart to report page:

Save the report.

Saved custom report on the reporting page:

View of the report:

Prompts virtual unit

Prompts don’t need to be a part of any PSTN type of virtual units. You can create a separate virtual unit for prompts. If you
use a separate file server for the prompts, voicemails and recordings you could install the prompts following way.

Install Infrastructure Administrator and HAC to file server and make it a part of the system model. Create an empty virtual
unit (name it e.g. ACME_Prompts) and add Prompts software package in it. There are no variables. You can select the file
server HAC node for the virtual unit and install the prompts using Apply Changes to Host (or Apply Change to Local System)
option.

You can manually create a shared recording

folder and voicemail folder to place where the
prompts are now located.

Share the prompts, Recordings and Voicemail

folders.

Configure the prompt, recording and voicemail

paths in System Configurator to match your
share names.

Outbound

In Outbound management you edit, start, and stop the campaigns that the outbound call center agents, who have been given campaign
rights, execute using the Communication Desktop (CDT) application.

A campaign is run in one Outbound database and with a single dialer. The Outbound database contains the actual campaign data including,
for example, call lists and campaign results. The dialer acts as a call scheduler that initiates all calls and allocates agents to successfully
connected calls. Outbound Dialing Controller (ODC) acts as a mediator between the dialer, the database, and the CEM server.

The following dialing modes are supported:

• Preview
Agents can view the customer data before making calls. The preview and wrap-up do not keep the phone line busy.
• Progressive
The software selects a new customer automatically and makes a new call immediately after the agent has wrapped up the previous
call.
• Predictive
The software makes calls automatically. When a customer answers a call, it is immediately connected to a free agent. This mode
requires that a 3rd party dialer is configured i the system.
• Test
This is for testing and training purposes only. All campaign functions are available except Pause/Resume but nothing is written into the
database.

You link scripts, call results, and templates to the campaign.

• Templates
With templates you manage customer data in the database during phone calls. For basic campaigns the needed information for making
the campaign calls can be included in the templates. When advanced questionnaires are required, you can use a script.
• Scripts
These are sequences of questions and answers. They are used to guide the agent through an outbound phone call and help to enter
the results in an appropriate way.
• Call results
These are a set of values for classifying calls. They can be used, for example, for indicating that a call requires further actions.

Outbound Campaign Management

• In a call campaign, agents that are logged on the SAP Contact Center 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 Contact Center 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.

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

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

Name of the file is: Example_Outbound_Campaign_Tennis.txt

Copy the file e.g. to C:\SAP\ContactCenter\ folder.

Edit the file. It includes numbers where the system is making the calls to. In this training environment the calls should be
done to hard phone number: 1014.

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

Configure the Campaign Name and File, click Start .

Script example

Use Scripting Management and create an Interactive Script called Sales script sample. (or import script from
example file; Example_Outbound_Script_Tennis.txt, same way as the campaign)

Q1: Hi, we are calling from your local store. All our tennis products are now on big sale. Would you like to hear more about our offers?
type: radio buttons
o Answer options:
• yes (go to Q2)
• no (go to Q9)
o Set as Mandatory question

Q2: Great! To recommend you right kind of racket, how often do you play tennis?
type: drop down menu
o Answer options:
• 1 per week
• 2-3 times per week
• 4+ times per week
Go to Q3.

Q3: If you would now buy a new tennis racket, which of the following brands would you prefer?
type: Checkboxes or Dropdown list with checkboxes
o Answer options:
• Babolat
• Dunlop
• Fischer
• Head
• Prince
• Wilson
• Other
Go to Q4.

Q4: OK, thanks. Would you be interested to visit our store so we can book an expert to introduce you these rackets in more details?
type: radio buttons
o Answer options:
• yes (go to Q5, activate recording)
• maybe later (go to Q7)
• no thanks (go to Q9)

Q5: Awesome! What would be best dates and times for you to visit our store?
o Answer option: Input Text Area with Text data type
o call recording activated at this stage (Q4 - yes answer)
Go to Q6.

Q6: Excellent, please visit our store on agreed time and our expert will be ready to introduce recommended rackets for you! Thanks for your
time! See you, goodbye!
o Answer option: information. Go to last question

Q7: OK. When do you think you are going to update your racket so we can give you a call to discuss what we can offer at that time?
type: radio button
o Answer options:
• Within 6 months (go to Q8)
• within 1 year (go to Q8)
• more than 1 year (go to Q8)
• please do not call me again (go to Q9)

Q8: Very good, thanks. We will mark our records accordingly and give you a call again to see if it’s then time to update your racket. Thanks for
your time! See you, goodbye!
o Answer option: information. Go to last question.

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

Script looks like this in System Configurator  Scripting Management:

Default Call Result list:

You can create different

Call Results lists for
different campaigns.

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

Settings that typically must be configured before running a campaign:

These statistic rights

for supervisor group is
inherited from
Advanced Monitoring
User role.

Save the Sample Campaign, click Save and Close.

Start the campaign:

Running the campaign

Agent joining a campaign:

First call in Preview Mode:

in this mode the agent starts
the call after reviewing the
information:

Script flow:

Call Result selection after disconnecting the call:

End Wrap-Up opens a new call. Agent can also leave a campaign at this point.

Supervisors who have rights to outbound can see the campaigns in Online Monitoring:

Script results in the reporting:

Link to application help, Outbound Management:

https://help.sap.com/viewer/b382b7dce2774c9aafdfda69f740b975/7.0/en-US/b611ec18666644069730e780482ff85b.html

Import / Export

You can import and export several kind of things in to the SAP Contact Center system.

Example of importing users to supervisors group.

Importing users, select first the group where to import:

File is a TAB separated text file including several columns. It is easy to edit e.g. in MS Excel, you can find some example
templates from ‘Examples and Templates’ folder, a part of the SAP Contact Center software package:

Browse and select the file to import and click Start:

Import job result can be seen after a few moments:

New users added from import file can be found from User and Role Management  Users:

Settings that cannot be configured in the import file can be setup with Update Wizard same way as in the next example using
Active Directory import.

Tips and Hints: When building up a new system and you need to import e.g. contact center agents to a certain group and or
having certain roles and user rights you can create a temporary group and add one example user to that group including all
user rights and settings of the selected user and then export that group as a new template.

Then edit the file adding new users to file with correct information and import the new users to correct group using the
edited file. If the temporary group is not needed remove the example user from the group and delete the group .

A lot of information can be exported from Contact Center system to a text file, here is an example of user export.

Exported information includes some fields in all supported languages which must be used when end users use different
languages on the user interface. It is very easy to update directory information using export-import functionality.

When users use different

languages on their user
interface the information is
also shown in correct
language.

Importing presence profile

Presence profile import file example, you can edit the information in Excel:

With this kind of profile users can login to queues.

Logout from queues can be done by creating a queue group without any queues and use that to logout from all queues. Sam access rights
as before. Users can login quickly to certain queues or create recurring presences and serve in a certain group of queues.

Export

New exportable information: Configuration

Active Directory import

Ldifde is a command-line tool that is built into Windows Server 2008. It is available if you have the Active Directory Domain
Services (AD DS) or Active Directory Lightweight Directory Services (AD LDS) server role installed. To use ldifde, you must run
the ldifde command from an elevated command prompt. To open an elevated command prompt, click Start, right-click
Command Prompt, and then click . With this tool you can export Active Directory user and group
information to other applications or services.

Link to Microsoft page for LDIFDE.exe for more information: http://technet.microsoft.com/en-us/library/cc731033(v=ws.10)

Users in Organizational Unit called ACME:

Running the command

Example command (can be edited to be a batch file), run it on AD machine:

ldifde -v -n -u -f ldifde4.ldf -r
"(&(objectCategory=person)(objectClass=User)(givenname=*)(company=ACME))" -l
"cn,givenName,sn,telephoneNumber,mobile,mail,displayName"

Command creates a file called ‘ldifde4.ldf’, (file name can be configured).

Copy that file to e.g. to a SAP Contact Center server or some administration PC where you can run SAP Contact Center System
Configurator (SC).

This file creation can be scheduled with Windows tools to make the import running automatically with desired interval.

Importing users with wizard

Use

You use this procedure to define the Folder for Import and Export Jobs and information mapping between Active Directory fields and SAP Contact Center
fields.

Prerequisites

• You must have rights to view import and export settings. To modify the folder or mapping templates, you must have rights to modify the import and
export settings.

• You must retrieve the objects that you want to import from Active Directory to the SAP Contact Center system to a file (.ldf). You do this with the LDAP
tool by Microsoft.

Procedure

Defining Folder for Import and Export Jobs

We strongly recommend defining the Folder for Import and Export Jobs and placing all import files in this folder, or in its s ubfolders, if you choose server-
side imports. The folder is mandatory if automatic import is used.

• It is the default folder when defining the import job option Import > Import Data > File, see Importing Data.

• If the import file is not located in this folder or in its subfolder, or the folder is not defined at all, the import file is embedded into the import job. This
means that the import file becomes embedded data in the actual BJS import job when the job is defined. Therefore, any further changes to this file would
need to be executed as a new job.

• If you are using the server-side import (for options, see Importing Data) placing the import file in the specified folder (or its subfolder) ensures that the
server has access to it. Note that if you place the import file somewhere else, the server may not have access to the import file resulting in errors.

• When automatic import is in use, the folder must be defined. The process creates the required subfolders when the option Enable Automatic Import is
selected. (Available as of SP09)

To define the folder, enter the folder address in the UNC format, for example \\server\share.

You need access to file created with ‘ldifde.exe’ tool.

• Start importing users

• Make selections to import users e.g. to Office Users group
• Select image folder
• Select correct file to import

In System Configurator (SC) this import job can be configured

to run also automatically with desired interval.

The mapping settings are shown on SC, start import by clicking ‘Start’ button.

If you run the import only once the mappings can be done here during the import or if the import is e.g. scheduled to happen every
week/day the mappings can be saved into the import settings. See the next page.

Mappings can be configured in System Tools  Import and Export Settings.

Use static mappings for some common settings e.g. Role, Settings (=User Setting Template), Time Zone etc.

Role: User Settings Template: Reporting group:

After adding the mappings save the settings.

Complete list of variables which can be imported from AD and list of SAP Contact Center fields where the information can be used. Some of
the SAP Contact Center fields can be mapped statically to all imported users like above the Role, Time Zone etc.:

AD fields: SAP Contact Center fields:

When import is done you can see the result of the job:

By opening ‘User and Role Management  Users’ you can see the newly imported users:

You can start the ‘User and Role Management  Update Wizard’ and find the newly imported users:

Step 1: Search

Step 2: Select all found users and configure some user settings for the new users, several options available

Step 3: Summary of selected changes/updates

Step 4: Result

Scheduled AD import

Once the Active Directory import has been done manually and it has been running without errors you can change it to be
scheduled. Double click the successful job from the list.

Edit the schedule e.g. to be e.g. Daily and set the time (4:00 in this example) when it should run. Schedule the import job so
that it is not overlapping with reporting jobs. See the System Configurator: System Services - Batch Job Server Settings
configuration in introductory training document.

The location and filename

used by the import job.

Use e.g. Windows tools to run the LDIFDE.exe command with correct parameters (make a batch file) scheduled and make
sure that the result file is saved to the same place where the import job tries to find it.

Import-export templates

In the Examples and Templates folder of the software package you can find several import/export templates. There is also
some Excel files which describe the columns in these templates.

Among others there is also possibility e.g. to delete existing users from system using character D in the Delete column.

Import and export functionality has the following options:

The Configuration export creates an

Excel file where is several sheets. This
can then be used to update the
settings.

Import and Export Jobs

Use

You use this procedure to view the details of your import and export jobs, to stop an ongoing job and to add new schedules.

Note that automatic configuration imports cannot be viewed as jobs and they cannot be scheduled, see Automatic Import Function.

Prerequisites

You must have rights to manage import and export jobs to modify and delete jobs. To view the job details, the view right is sufficient. To
edit the mapping information, you must have rights to modify import and export settings.

Supervisor tool

CDT includes functions to supervise users. However, administrators define whether you are allowed to use the supervisor functions and
the extent of your supervising actions. For example, you may not be able to record the calls you supervise.

You can supervise one user at a time. That user must be logged on to CDT and cannot be supervised by anyone else. The supervising
actions may also be denied by users or user settings template defined in System Configurator (SC). E.g. silent listening is disabled by default
in the user settings templates. For more information about restricting supervising in CDT, see Configuring Contact Center Settings.

You cannot use the supervisor functions in the MTD mode.

Prerequisites
You must have:
• The Supervisor tab page in the CDT user interface (rights can be given in the user settings template)
• Rights for the supervisor-related functions and rights to supervise users (in SC, e.g. user rights for a user group)

Procedure
• Click the Go button on the Supervisor tab page.

If you have not chosen the agent before starting the supervision, a dialog window appears prompting you to enter the extension number
of the agent. When the supervision starts, the status bar displays informative messages to you and to the agent.

The call list displays the agent's active calls (including consultation and conference calls). Additionally, administrators can define that the
Call Information field displays additional information about an active call. By default, the field is empty.

Link to application help, Supervisor-Related Functions:

https://help.sap.com/viewer/3d81bab748634a5aaa6c95b47b285acb/Cloud/en-US/e927099b44b848e0928792bfffcfcfdc.html

• Functions:

1. Listen (silent)
You can silently listen to a call between an agent and a caller. Neither of the parties can hear you.
2. Coach
You can advise the agent during a call. The caller does not hear you.
3. Barge in
You can participate in a call. Both parties hear you.
4. Intercept
You can take a call away from the agent and continue it with the caller. The agent is disconnected and the caller
continues the call with you.
5. Hang up
You can hang up a call. Both parties are disconnected and all related calls are terminated.
6. Record (agent)
You can record a call by using the agent’s recording settings. The agent can see this action.
7. Record (supervisor)
You can record a call by using your recording settings. The agent cannot see this action.
To enable this function, you must have client-side recording and you must activate one of the functions that allows you to
hear the discussion, for example silent listening.
8. Send a ringback request
If the agent is busy, you can send the agent a ringback request. A notification message appears and the destination field
displays a yellow round ringback icon on the agent's user interface. The agent can call you by clicking the icon.
When the agent is free, your destination field displays an informative message (“468 is available”) and you hear a short
signal (the application plays the knocking.wav file once). The agent's number appears in the destination field so you can
call the agent.
9. Change the agent's presence profile.
The list displays all presence profiles to which the agent's has rights.
10. Change the agent status. (Ready/Not Ready)
11. Retrieve the agent's pending e-mails or e-mails that have exceeded the defined SLA limit.
These e-mails are forwarded to your pending e-mails list.
12. Log on the agent to a queue or log off the agent from a queue.
The queue list displays all queues to which the agent's has rights.

Agent can see some status information on the status bar of the CDT about the things the supervisor does:

Supervisor can retrieve the emails from agent and change the profile and status of the agent:

Supervisor can:

• start/stop the server side recording on agents phone

• change the profile of the agent
• change the status of the agent
• log on/off the agent from queues

Supervisor CDT
Agent CDT

Supervisor can make also a local recording directly to her/his own pc.

To end supervising the agent, click the Stop button.

Alarm Server
Alarm Server is recommended to be installed to its own virtual unit as the only component. For test purposes it can be a part of any
existing virtual unit.

Create an empty virtual unit and add Alarm Server software package to it, configure same way as below.

Enable at least one converter (email, sms or SNMP) to be able to send alarms to administrators.

Warning: If you set the converters to

‘Process Minor Alarms’ you might get
hundreds of messages in very short
time.

Alarm Server email converter enabled

and configured to send email
messages.

Alarm Server SMS converter not

enabled but configured (SMS Recipient
configured) to send SMS’s.

Alarm Server SNMP converter not

enabled but configured (SNMP server IP
address and port configured) to send
messages to SNMP server.

Configure the Alarm Server also to HAC node. Editing HAC node variables is done in Offline mode. Apply changes after the
changes have been saved. Save the system model and switch to Monitoring mode.

Edit this Alarm Server configuration to all HAC

nodes (where Alarm Server is running) one by
one and save the model in between.

Enter the DNS address and port (the default

port value is 21013) of the Alarm Server virtual
unit, for example alarm.acme.com:21013. If
you have several alarm servers in your system,
enter all of them as name:port pairs separated
with a semicolon. Make sure that DNS names
are resolved to IP addresses by the DNS server,
or manually by adding resolving in hosts file
located under
C:\Windows\System32\drivers\etc\

NOTE: Set the Log On As user to be the same as HAC service user, BCMTR\CCAdmin in this training example.

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

Now when also Alarm Server has been installed at least one instance of every SAP Contact Center component has
been installed.

This example installation is using three Media Routing Servers to be able to share the load between then. One MRS is playing
the prompts towards PSTN, one MRS is doing all the recordings and the third is playing the prompts to internal users. These
internal user prompts include also voicemails and listening of call recordings.

SSO certificate for a single user

Using Client Certificates for User Authentication

Use

The client certificate(s) of the type x.509, such as SAP Single Sign-On, can be used for user authentication at the system
logon. If the appropriate certificate is available, the terminal sends it to the server when the application is started. If the
server approves the certificate, the logon asks no user name nor password. If the server does not approve the certificate, the
window for entering the user name and password is opened, and the user can log on by entering them.

Procedure

Acquire an appropriate certificate from a CA, and install it on the client workstation according to the CA’s instructions. If you
are using a self-signed certificate, see the step 3 as well. To acquire a self-signed certificate, see Installation Guide. To acquire
a certificate from a public CA, follow the CA’s instructions.

Configure in the System Configurator User and Role Management that certificates are used for authentication.

If you are using a self-signed certificate (not a public CA), the CA certificate must be installed on all servers where the
Connection Server (CoS) package may have an instance.

NOTE: in logs, if you see the following errors:

ERR> SecureContext::VerifyClient: CertVerifyCertificateChainPolicy failed due to error [0x800b0109] in

PolicyStatus
DBG> (022BAEA4) LastError::WinError TcpConnection::OnIoCompletion, SSLDecrypt failed - 2148204809
(0x800b0109) A certificate chain processed, but terminated in a root certificate which is not trusted by
the trust provider.

Cause

The problem is caused by changes done to the Windows 2012/2012R2 Server of TLS/SSL (Schannel SSP) behaviour compared to the
previous versions.

Resolution

• Adding / changing the SendTrustedIssuerList registry key => 1 corrects the problem on the server.
• The behavior to send the Trusted Issuer List is set to "Off" by default.
• This needs to be changed through the registry
• To add the SendTrustedIssuerList registry key:
1. Using ‘regedit’ go to the following registry key:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\SecurityProviders\SCHANNEL
2. Add new DWORD with value name SendTrustedIssuerList and value 1.
3. For more information, visit https://technet.microsoft.com/en-us/library/hh831771.aspx and See "Management of trusted
issuers for client authentication".
4. SAP Contact Center supports using client certificates of the protocol X.509, such as SAP Single-Sign On (SSO) for user
authentication.

If you want to use Single-Sign On (SSO) login to CDT you can use personal certificates to make it happen.
Here is a sample how to make quickly a personal certificate with Microsoft Active Directory Certificate Services website.
In most cases the IT department takes care of creating certificates to end user laptops or PCs.

Open the web page to your Microsoft Active Directory Certificate Services website:

Entering the user information:

Submit the request.

Certificate submitted.

Issue the certificate in CA server (Administrative Tools  Certification Authority).

Go back to home page of CA and get the new certificate using ‘View the status of a pending certificate request’.

Install certificate:

Check certificate with Internet Explorer: Internet Options – Content - Certificates - Personal:

From here you can

see the information
entered when
making the request.

CDT: Enabling SSO login for users

Variables:

Use Client Certificate (CoS) for Client Authentication Tick 

Client Certificate Is Mandatory Tick  or Untick  select the desired option
Client Certificate’s Attribute Used for Authentication Subject’s common name (default)

Monitoring: Enabling monitoring user interface to use SSO is done in website configuration. Monitoring Web Clients package
has the settings. Settings are here because the login to monitoring does not use Connection Server like CDT.

Synchronize the virtual unit and apply changes to host/local system on the HAC node level.

User configuration, enter the information about certificate to ‘Certificates’ block:

Restart Connection Server component(s) after changing the login method.

Website https connection

SAP Contact Center user interfaces can be used also with https protocol. You need to do some configuration changes in
Infrastructure Administrator and also some manual steps in Internet Information Service (IIS) to make it work.

Infrastructure Administrator: In Online (deployment) mode edit the TCP Port Number for HTTPS = 443 (default https port)

Save, synchronize instances and apply settings.

Internet Information Services (IIS) Manager: Check the certificates from the server; in IIS Manager select the server level and
open Server Certificates.

Certificate for the website can

be done using Import… option or
creating a certificate request.
In this training example we use the Create Certificate Request… option.

Fill the information. Use the IP address of the

website as the common name.
In this training example the ACME_Website
virtual unit IP address is 10.31.99.137.

You can use the default values on the

cryptographic provider properties.

Specify the name and folder

e.g. C:\SAP\ContactCenter\ACME_Website_https_Certificate.txt where the request file will be saved and click Finish.

If you use local Microsoft Active Directory Certificate Services web page to create the certificate follow the same instructions
as when creating the Connection Server certificate. (Request a certificate – advanced certificate request – Submit a certificate request
by using a base-64-encoded…)

Using e.g. Notepad copy-paste the text

from request file that you created to Saved Request
field and click Submit.

If you buy the certificate from commercial

certification companies e.g. Thawte or
Verisign you do this same on their website.

If you use Microsoft Certification Authority

you can issue the certificate.

If you use local Microsoft Active Directory Certificate Services web page you can download the requested certificate using
the Base 64 encoded option. Save it e.g. with name ACME_Website_https_certificate.cer to C:\SAP\ContactCenter folder.

If you buy the certificate from commercial

certification companies e.g. Thawte or
Verisign you can save the certificate to the
same folder.

To install the certificate continue using IIS Manager and select Complete Certificate Request…

This same step is

done also when you
buy a certificate.

Select the saved file and use IP address (10.31.99.137 in our example) as the friendly name and click OK.

New certificate is added to the server.

For the website you need to add bindings to correct protocol, IP address, port and SSL certificate.

Configure settings and click OK.

Restart the ACME_Website virtual unit to start using the new settings.

Add the SAP ContactCenter website URL to Trusted sites list using
https connection: https://10.31.99.137

Now you can login to CDT using URL: https://10.31.99.137:443/cdt

Now CDT uses also encrypted connection:

Single-Sign On and HTTPS

SSL settings for the ACME_Website, in this example the system accept logins with SSO to secured website but it is
not mandatory.

https://10.31.99.137:443/cdt

If the option Client Certificate Is Mandatory has been selected the users must have the personal certificates in
their PC installed. Normal login with name and password cannot be used.

When configured like this the users can login using SSO or manually with username and password.

Encrypted Email connection

In the SAP Contact Center system you can have encrypted connections to email servers which you use for email queues.

In this picture there is one server using the non-encrypted connection and one using the encrypted connection.

To make the encrypted connection to work you need to install the trusted root certificate to application server(s).

Export the Microsoft Exchange certificate from your email server. Typically there is a friendly name showing the Microsoft
Exchange certificate.

Export from email server:

Select ‘Cryptographic Message Syntax Standard – PKCS #7 Certificates (.P7B)’ and enter the name for the exported file.

Copy the file to application server(s) where you have CEM Server component(s) running. CEM Server is typically in the core
virtual unit. On the SAP Contact Center application server import the certificate to ‘Trusted Root Certification Authorities’.

Import to SAP Contact Center application server:

Browse the file from folder where you copied it to:

Installed certificate:

Typical error messages in the CEM Server log if the trusted root certificate of the email server is not installed:

05:27:20.168 (06656/IpcWorker ) ERR> IncomingConnection/06220408: Connect failed,

error=TcpConnection::SSLHandshakeLoop, SSLDecrypt failed - 2148074277 (0x80090325) The
certificate chain was issued by an authority that is not trusted.

05:27:20.169 (01552/Sm2:ChannelSM ) ERR> [EXC] : IMAPSession : Error creating session to

10.31.99.253 : 'RemoteCertSubject': 'FIHELWMAIL01'

05:27:21.155 (06660/IpcWorker ) ERR> SecureContext::ClientHandshake:

InitializeSecurityContext failed due to error [0x80090325]

SQL Servers without Infrastructure Administrator and HAC

In environments where you can’t install HAC or Infrastructure Administrator on the database server(s) you can use e.g. a
dedicated database installation server.

This server needs SQL tools (Management Studio etc.) to be installed to be able to install databases remotely to the
operative database server.

ODBC connections to database server must be working.

If the reporting database server cannot have IIS installed this installation server (where you have IIS installed) could have also
the SQL Server Reporting Services installed. Then the SAP Contact Center reporting website can run on this installation
server.

Installation example:

• This example uses the named SQL instance called ACME on the database servers.

• BCM12 is application server.

• BCM12SQL\ACME is database server, only database engine installed.

• BCM09SQL\ACME is a server where the SQL Management Studio and tools are installed but no database engine. SQL
Management Studio connects from BCM09SQL to BCM12SQL\ACME, ODBC connections from BCM09SQL to
BCM12SQL\ACME must be working.

• BCM10SQL\ACME is the reporting SQL server.

• Operative database server can run without HAC and Infrastructure Administrator.

• Reporting database server needs Infrastructure Administrator (it is so called mock node) to install some files to the
server, HAC service is not needed.

Infrastructure Administrator: database installation to BCM12SQL using BCM09SQL:

Maintenance Address or Name of the

Database Server for Configuration Database
points to correct SQL server
(BCM12SQL\ACME) where the database should
be installed

Configuration Database Server Address or Name

points to correct SQL server (BCM09SQL\ACME)
which is doing the installation

Maintenance Address or Name of the

Database Server for Directory Database
points to variable where the database server
information is configured

Directory Database Server Address or Name

points to correct SQL server (BCM09SQL\ACME)
which is doing the installation

Maintenance Address or Name of the

Database Server for Operative Database
points to variable where the database server
information is configured

Operative Database Server Address or Name

points to correct SQL server (BCM09SQL\ACME)
which is doing the installation

Maintenance Address or Name of the

Database Server for Outbound Database
points to variable where the database server
information is configured

Outbound Database Server Address or Name

points to correct SQL server (BCM09SQL\ACME)
which is doing the installation

Maintenance Address or Name of the

Database Server for Monitoring Database
points to variable where the database server
information is configured
Monitoring Database Server Address or Name
points to correct SQL server (BCM09SQL\ACME)
which is doing the installation
© SAP SE 2017
120

After adding the instance of a virtual unit to HAC node the values are evaluated so that the maintenance address points
always to BCM12SQL and the database server points always to BCM09SQL with all databases:

Check on the HAC node level

that all database connections are
pointing to correct server!

Databases and SQL Server Agent jobs are created to BCM12SQL\ACME server:

When adding the following virtual units the database connections must be edited to point to correct database server
BCM12SQL\ACME which is the actual database server. BCM09SQL\ACME server is the value used only in database virtual unit
for the database installation. NOTE: When adding a new virtual unit it has database variables are pointing to the
installation virtual unit, not the SQL server where the databases are located!

Here are the initial variable values pointing

to BCM09SQL\ACME. Configure the
database connections to point to correct
server BCM12SQL\ACME! See next page.

The actual connection from other virtual units than database virtual unit must be configured to point to correct SQL server
which in this case is the BCM12SQL\ACME.

PC4U_Website virtual unit level: Edit the database variables by removing the
link to BCM09SQL\ACME and configure the
database connections to point to correct
server BCM12SQL\ACME!

The same kind of editing must be done to all virtual units. It can be done either by linking the existing PC4U_Website variable
or typing the correct information. In the following pictures we are using the linking because it prevents typing errors and if
any changes need to be done it can be done to the original variable which is linked to virtual units.

To remove the wrong information (BCM09SQL\ACME) from variable click the button at the end of the line:

select this and click OK.

Then click the button again and select the correct link:

Select the PC4U_Website where the variable value is BCM12SQL\ACME.

PC4U_Administrator virtual unit level: Edit the database variables in all virtual units
and configure the database connections to
point to correct server BCM12SQL\ACME!