Voice Configuration

Configuring CRMConnectorSAP

The configuration of CRMConnectorSAP is stored in an initialization file. The installation wizard will create this file with the settings given during setup. The configuration of CRMConnectorSAP can be adjusted by editing this initialization file. The service must be restarted for the changes to take effect. If a configuration setting is not found in the initialization file, the default value is used.

Please refer to CRMConnectorSAP Configuration for a full description of all configuration parameters of the CRMConnectorSAP initialization file.

Connections to Surrounding Systems/Components

Configure the following configuration settings appropriately to connect the CRMConnectorSAP to its surrounding systems or components.

Connection to CTI Server Pair

Setting	Description
CtiHostA	IP address or hostname of CTI Server A
CtiHostB	IP address or hostname of CTI Server B
CtiPortA	Port number of CTI Server A (Default is 42027)
CtiPortB	Port number of CTI Server B (Default is 43027)
CtiAgentPeripheralID	ID of the ICM agent peripheral (voice PG) (Default is 5000)

Connection to MediaManager Pair

Setting	Description
MediaHostA	IP address or hostname of MediaManger A
MediaHostB	IP address or hostname of MediaManger B
MediaPortA	Port number of MediaManger A (Default is 7050)
MediaPortB	Port number of MediaManger B (Default is 7050)
AppUniqueApplicationId	MediaManager application identifier, must be unique among all applications connecting to the MediaManager. If “0” is specified, the CRMConnectorSAP is assigned a random value within the defined range.

Connection to DataStore Pair

Setting	Description
DataStoreHostA	Hostname/IP address to external DataStore A. If not set, the CRMConnectorSAP uses its internal data storage
DataStoreHostB	Hostname/IP address to external DataStore B. If not set, the CRMConnectorSAP uses its internal data storage
DataStorePortA	Port number of DataStore A (Default is 42029)
DataStorePortB	Port number of DataStore B (Default is 42029)

Agent login search mask

The Agent login search mask is only used for agent login types by name (AgentLoginType 1,2 and 5). By default, the SAP user name is compared with the CCE login name of the agent configuration to select the agent.

The agent login search mask allows the SAP user name to be compared to other fields from the CCE agent configuration. With the AgentLoginNameSearchMask-key, the agent login search mask can be bitwise combinable and allows the search on multiple fields simultaneously. The following fields can be searched with the agent login search mask:

• 0x01 Login name (Cisco login name)

• 0x02 Login name (Cisco login name excl. domain name)

• 0x04 Last name

• 0x08 First name

• 0x40 AgentID (Peripheral number)

The default value of AgentLoginNameSearchMask-key is ‘0’ (zero) and is equal to 0x01 (Cisco login name).

Example:

Usually, the login name contains the SAP CRM user name. However, for Supervisors, the login name contains a fully qualified email address.

As an example for a Supervisor, the login name field contains a fully qualified email address (agent.test\@bucher-suter.ch) and the last name field contains the SAP CRM user name (BSAGENT1).

Figure Example Agent login search mask

To login the supervisor with this login name, the following AgentLoginNameSearchMask-key is applicable:

AgentLoginNameSearchMask=0x05

With this value, the SAP CRM user is first compared to the login name (0x01) and, if there is no match, to the Last Name (0x04).

The usage of the AgentLoginType in combination with the AgentLoginNameSearchMask and how to set up a default password is explained in detail in the memo WorkCenter ID.

Action Item Recovery Mechanism

The CRMConnectorSAP has the ability to store information about active action item route requests. This enables the recovery of unfinished action item route requests in case of a restart of the CRMConnectorSAP. For these purposes, the CRMConnectorSAP writes important information about action item route requests dynamically into a file named ActionItemRecovery.dat, which is located on the CRMConnectorSAP server.

The recovery file is stored in a subfolder of the Connects for SAP’s program data directory: C:\\ProgramData\\BucherSuter\\MCAforSAP\\CRMConnectorSAP\\recovery

The data in the ActionItemRecovery.dat is periodically moved into a new file ActionItemRecovery.old and the original file is emptied. The frequency of this move can be configured. Thereafter, all active action item route requests are written into the ActionItemRecovery.dat again.

The default setting for the backup interval timer is one hour (60 minutes). The following calculation depicts what size the ActionItemRecovery.dat would have after one hour in a common contact center environment:

Assumed Conditions:

• Concurrent Agents: 750

• Size of an Action Item Route Request: 30kB

• Action Items per Agent per Hour: 10

• AppRecoveryBackupIntervalTimer=60

750 x (10 x 30) = 225’000kB = 225MB

After a restart, the CRMConnectorSAP reads the information in the two recovery files and sends route requests associated with the recovered action items to the MediaManager component. For action items, that were either waiting in a CCE/CCH queue or “ringing” at the agent’s desktop, a new route request is sent to the MediaManager. For action items, that were already accepted by an agent, the CRMConnectorSAP does not send new route requests to the MediaManager.

If multiple CRMConnectorSAP instances are deployed and a restart of the active CRMConnectorSAP occurs, pending route requests are recovered when the CRMConnectorSAP service starts up again. The starting CRMConnectorSAP recovers the pending route requests from its recovery files and forwards the requests to the MediaManager. The starting CRMConnectorSAP notifies MediaManager about all recovered route requests before they go into inactive state (inactive means that the CRMConnectorSAP service is started and its overall state is active. However, as SAP communicates with one single CRMConnectorSAP service at a time, the other CRMConnectorSAP service is actually started but inactive). The CRMConnectorSAP service that took over when the other active CRMConnectorSAP restarted will be notified by the MediaManager about the recovered route requests and forward them to the selected agents. Be aware that for an automatic recovery of route requests in a deployment where multiple CRMConnectorSAP instances are deployed a pair of central DataStores is required. With such a deployment, it is not necessary to copy recovery files manually from one CRMConnectorSAP server to another.

caution

Please be aware that the CRMConnectorSAP is only able to store and recover action item route requests that it has received. This means that the CRMConnectorSAP cannot store and recover action item route requests that were lost due to a problem caused by a network outage or an SAP server problem.

Setting	Description
AppRecoveryBackupIntervalTimer	Backup interval timer in minutes. Default is: 60 min.
AppRecoveryFolder	Storage location of the recovery files. Default is: C:\ProgramData\BucherSuter\MCAforSAP\CRMConnectorSAP\recovery

Configuring CRMConnectorOutboundSAP

The configuration of CRMConnectorOutboundSAP is stored in an initialization file automatically created by the self-executable installer of the component. The configuration of CRMConnectorOutboundSAP can be adjusted by editing this initialization file. The CRMConnectorOutboundSAP Windows Service must be restarted for the changes to take effect. If a configuration setting is not found in the initialization file, the default value is used.

Please refer to CRMConnectorOutboundSAP Inizialization File for a full description of all configuration parameters of the CRMConnectorOutboundSAP initialization file.

Connections to Surrounding Systems/Components

Configure the following configuration settings appropriately to connect the CRMConnectorOutboundSAP to its surrounding systems or components.

Connection to/from SAP RFC Server

[RfcServerDestination]-Section

Client connection from CRMConnectorOutboundSAP to SAP CRM to get the metadata of the used RFC functions.

Key	Required	Default	Range	Description
User	Yes	<empty>	-	User account
Password	Yes	<empty>	-	User account password. The CRMConnectorOutboundSAP will automatically encrypt the password, after the first usage. You can enter the password in plain text.
Client	Yes	555	-	Client (Mandant) of the connected SAP backend
AppServerHost	Yes	<empty>	-	Hostname of the connected SAP application server
SystemNumber	Yes	0	0-99	System number of the connected SAP system

[RfcServer]-Section

Parameter used for the server connection between SAP CRM and the CRMConnectorOutboundSAP to transmit the call list.

Key	Required	Default	Range	Description
GatewayHost	Yes		-	The hostname of the gateway at which to register. Must be the same as defined in SAP transaction SM59 (if the RFC destination defines an explicit gateway).
GatewayService	Yes	3300	sapgw00 -sapgw99, 3300 - 3399	The service name (as defined in etc/services) or the port number under which the gateway is listening.
ProgramID	Yes	BUCHERSUTER_RFC	-	The RFC destination’s program ID as defined in SAP transaction SM59. The program ID must be unique.

Communication with the Cisco CCE/CCH Outbound Option

CRMConnectorOutboundSAP provides the call list received from SAP to the Cisco CCE/CCH Outbound Option’s Import Rule in a file that contains Comma-Separated Values (CSV). The location of this file must be specified in both the Cisco CCE/CC Outbound Option Import Rule and the ini-file of CRMConnectorOutboundSAP. Make sure that both systems have read/write access to the specified location of the CSV-file. In CRMConnectorOutboundSAP’s ini-file the location of the import file can either be specified using Windows drive letter (see example below) or Uniform Naming Convention (UNC) syntax. Refer to chapter 6.1.5 Initialization File CRMConnectorOutboundSAP for a detailed description of all CRMConnectorOutboundSAP configuration settings.

A call-list entry in the CSV-file created by the CRMConnectorOutboundSAP may look like this (depending on the transmitted information):

AFBWjwF0HuOfoDAagaRRWQ==,0019395550113

,0019395552368,MyCampaign,20140203100055,

where:

• the first value is the Base64-encoded SAP Call ID

• the second value the first phone number to be called by the dialer

• the third value the second phone number to be called by the dialer

• the fourth value the name of the campaign as stored in SAP

• the fifth value the timestamp in format YYYMMDDHHMMSS

• the sixth value some free info

The CCE/CCH Outbound Option Import Rule field definition for a CSV-file containing the information above would look as follows:

For detailed information about configuration of CCE/CCH Outbound Option, refer to the Cisco Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted**, which is accessible from:

http://www.cisco.com/c/en/us/support/customer-collaboration/outbound-option/tsd-products-support-series-home.html

[DefaultCsvFile]-Section

Key	Default	Range	Description
FilePath	C:\BucherSuter\	-	Full file path = FilePath + (<section name> or <campaigned>)

Cisco CCE/CCE Outbound Option Import Rule

Call List Prefix Handling

Depending on the SAP call list title (i.e. name of the campaign, see Figure 61) the CRMConnectorOutboundSAP uses a different file name and file path for the outbound campaign list file it creates.

Figure : SAP Call List Title in Transaction CRMD_CALL_LIST

The mechanism behind the call list file creation works as followed:

1. The CRMConnectorOutboundSAP checks if the received call list title contains the configured prefix separator (config key PrefixSeparator).

2. If…

   1. …the configured prefix separator is found, the CRMConnectorOutboundSAP searches for a configuration section whose characters are identical to the characters before the prefix separator.

3. If…

   1. …a corresponding configuration section is found, the prefix separator and the characters after the prefix separator are removed from the call list title and the configuration parameters of the configuration section are used to create the file under the specified path.

   2. …no corresponding configuration section is found, the configuration parameters of the [DefaultCsvFile]-section is used to create the call list.

   3. …the configured prefix separator is not found, the CRMConnectorOutboundSAP uses the unmodified call list title and the configuration parameters of the [DefaultCsvFile]-section to create the call list.

It is necessary to configure the CCE/CCH Outbound Option Import Rule corresponding to the configuration of the CRMConnectorOutboundSAP.Example

Excerpt from the CRMConnectorOutboundSAP configuration file:

[DefaultCsvFile]
PrefixSeparator=\_
CSVSeparator=,
FilePath=BucherSuter\\OutboundImport\\
Extension=.csv
UNCUsage=true
UNCRootPath=\\\\server\\C\$
# -- Prefix handling ---------------------------------------------
[SwissCustomer]
UNCUsage=true
[FrenchCustomer]
FilePath=C:\\ImportLists\\
Extension=.outbound

SAP Call List Title	File Name and Path used by the CRMConnectorOutboundSAP	Remarks
ExampleCampaign1	\\server\C\$\BucherSuter\OutboundImport\ExampleCampaign1.csv	No prefix separator found Unmodified call list title completed with file extension .csv is used.
Example_Campaign1	\\server\C\$\BucherSuter\OutboundImport\DefaultCsvFile.csv	Prefix separator found but no suitable section [DefaultCsvFile] section is used.
SwissCustomer	\\server\C\$\BucherSuter\OutboundImport\SwissCustomer.csv	No prefix separator found Unmodified call list title completed with file extension .csv is used.
SwissCustomer_Campaign1	\\server\C\$\BucherSuter\OutboundImport\SwissCustomer.csv	Prefix separator found Normal prefix handling: use detected section name as file name, trim prefix separator and all subsequent characters. Then, file extension .csv is used.
SwissCustomer_Run5	\\server\C\$\BucherSuter\OutboundImport\SwissCustomer.csv	Prefix separator found Normal prefix handling: use detected section name as file name, trim prefix separator and all subsequent characters. Then, file extension .csv is used.
SwissCustomer_Run5_Day1	\\server\C\$\BucherSuter\OutboundImport\SwissCustomer.csv	Prefix separator found Normal prefix handling: use detected section name as file name, trim prefix separator and all subsequent characters. Then , file extension .outbound is used.
FrenchCustomer_Run10	C:\ImportLists\FrenchCustomer.outbound	Prefix separator found Normal prefix handling: use detected section name as file name, trim prefix separator and all subsequent characters. Then, file extension .outbound is used.