SAP Contact Center, cloud edition

Planned SAP BCM trainings for 2013

SAP has planned the following training agenda for technical SAP Business Communications Management trainings for 2013. For more details about the course contents and registration, please click on the applicable link below. WEEK # TYPE LOCATION 4 5 day technical Finland 10 5 day maintenance India 12 5 day technical Finland 16 5 day maintenance Australia, or SEA 22 5 day technical Finland 24 5 day maintenance China 34 5 …

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Upgrade SAP BCM from 7.0.3.0 to 7.0.3.100

In our current project, there was a requirement which is as follow: “When a call ended on CDT, the Agent becomes READY after the defined Wrap-Up time (Default is 3 sec defined in User Settings Templete), but if use is picking the call from CRM WebUI, the Wrap-up time never ends unless you click Exit button. For this there is a new settings SC_XFLD_OII.WrapUpEndedFromCdt. If you set it to 1, …

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Collecting BCM client logs from Windows workstation

Troubleshooting client workstation problems might be tedious task sometimes. Audio device problems, sudden network hiccups or software failures can only be traced from client logs. Collecting client logs can be automated with simple scripts. In this post I have included a couple of handy log collector utilities that could be used as part of troubleshooting process. Log level setting Client logs can be enabled from BCM System Configurator. It is …

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What Happens When?

Do you know what happens when a BCM component fails? Here, I found the Effects of Inactive BCM Components slide when checkig it for a customer. This slide is for BCM 6.0 and I believe it is valid for BCM 7 too. Inacvive Component Effects on the softphone Effects on Hardphone/MTD phone Effects on calls in queue CEM Server/Call Dispatcher Connected call is terminated Connected call is terminated Calls are …

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Modifying Standart Prompts with Custom Prompt Files in BCM 7

BCM 7.0 comes with 21 different languages in interface and also in prompt files. Thats why 430 MB of 780 MB Installation allocated by prompt files (checked on BCM 7.0.3 DVD). Normally each customer likes the local language prompts but decide to use their own prompt files to put their company names, music under and/or before and after prompt message. Also some regulations (like “Your call will be recorded to …

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Welcome to the SAP BCM community –the place for contact center experts to learn, share and connect

Hello SAP BCM Community Members, Welcome to the new Community for SAP Business Communications Management. I am happy that we now have a good place to gather together SAP BCM and contact center expertise from all over the world. Whether it is about integrations, queue management, IVR, or any other contact center topic, most likely there is somebody out there who has already faced and solved a similar situation. The …

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Getting BCM Real Time Monitoring Data from an External Application

Usually you use Online Monitoring Interface to get real time monitoring data for SAP BCM. For historical data, you’d to use Reporting Infrastructure. You can use standart SQL Reporting or custom reporting such as NetWeaver BW or BusinessObjects based reporting. One of our customer is using SAP BCM 7.0.3 for CRM InteractionCenter Call Center scenario. They wanted a Wall Board application on big TV screens within Call Center to give …

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