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Table of Contents 1. Overview of SAP Contact Center 2. History 3. BCM Basics 4. Installation 5. Trouble Shooting and Support

Overview of SAP Contact Center • SAP Contact Center (formerly SAP BCM) is an all-IP contact center and enterprise communications software solution. • SAP Contact Center capabilities includes: Inbound Contact Center Outbound Contact Center Native Integration with SAP CRM Reporting and Monitoring • Business overview of SAP Contact Center showcasing application scenarios, key benefits, and etc. (Documentation Link)

History Year 1999 Wicom Communications Ltd. founded in Finland Year 2007 SAP Acquired Wicom Communications (SAP News Link) Year 2007 SAP Business Communication Management (BCM) 5. 5 SR 1 released Year 2008 SAP BCM 6 released Year 2011 SAP BCM 7 released Year 2014 SAP BCM rebranded as SAP Contact Center (CCtr)

BCM Basics • BCM Basics -Basic introduction to IP based communication -Covering topic such as SIP/H 323 protocol, TCP vs. UDP, and etc. -Providing an architecture overview of SAP Contact Center. (Documentation Link)

Installation – Technical Training • The Introductory Technical Training covers the installation and basic configuration process of SAP Contact Center in a pre-configured environment. No system planning is required. • SAP Contact Center Introductory Technical Training (SAP Education Link) - 5 day classroom training for SAP Contact Center key functionality, configuration, maintenance and troubleshooting - ***Internal please discuss this with a senior colleague • The SAP Contact Center Introductory and Advanced Training Examples can be downloaded from SAP Service Marketplace (Recording Link 1, Link 2)

Installation – Mentored Study Program • Upon the successful completion of BCM Technical Training and passing Technical Exam, trainee can join an 8 week Hands-On Course called Mentored Study Program. ***Internal please discuss this with a senior colleague • During the Mentored Study Program, trainee will build a BCM test system. Real world use case requirements are provided Show BCM best practices Install from the ground-up inside a VMWare Virtual Machine Project Planning for BCM Test System Install software Vo. IP Gateway, SIP Trunks, IVR, Chat & Email Show BCM troubleshooting skills • Weekly Meetings and Evaluation with BCM Ambassador. Resolve project issues & answer questions Build relationship between Partner and Ambassador After successful evaluation of weekly assignment, move on to the next assignment

Installation – Additional Resources • How to order VMWare Workstation from SAP SRM Shopping Area (Recording link) Steps to order the latest version of VMWare Workstation from SAP IT (Cost $100 charged to cost center, no manager approval required) • SAP BCM Video Tutorials Video 1 – Prerequisites and Database installation (Recording Link) Video 2 – System planning and component installation (Recording Link) Video 3 – Basic features and configuration (Recording Link) • SAP CRM and BCM integration (Documentation Link)

Trouble Shooting and Support • SAP Contact Center BLV Tool tips • Test systems (CRM and BCM) • Wiki, SCN, and JAM links • Contact persons

Trouble Shooting and Support – BLV • SAP Contact Center BLV Tool is created to make the life of incident processors easier by simplifying log reading. • This tool is included in every SAP Contact Center releases in the following path: Tools And Utilitiesblv. exe • Reference from development wiki: https: //wiki. wdf. sap. corp/wiki//x/Axz. NQQ • Please go through the following document as a starting point for message solving: (Documentation Link)

Trouble Shooting and Support – Access CRM test systems CRE - SAP CRM 7 Eh. P 1 SP 9, no integration with BCM, email Rivera Gallego, Luis (luis. rivera. gallego@sap. com) for system access CRT - SAP CRM 7 Eh. P 2 SP 6, Business role ZI 809604_BCM integrated with BCM test system T 9, email Goveia, Lloyd (lloyd. goveia@sap. com) for system access Q 2 D - SAP CRM 7 Eh. P 2 SP 12, integrated with multiple BCM systems, refer to BCM test system wiki for details, add test users with MUSTER 01 QDD - SAP CRM 7 Eh. P 3 SP 5, integrated with multiple BCM systems, refer to BCM test system wiki for details, add test users with MUSTER 01

Trouble Shooting and Support – Access BCM test systems ***These test systems are intended for internal use by SAP Lab Finland, please DO NOT make any changes before getting approval from development contacts T 9 - Link: https: //wiki. wdf. sap. corp/wiki//x/5 B 1 l. PQ T 11 - Link: https: //wiki. wdf. sap. corp/wiki//x/pp. Tg. Q T 12 - Link: https: //wiki. wdf. sap. corp/wiki//x/Cpeo. Q T 13 - Link: https: //wiki. wdf. sap. corp/wiki//x/By. Wq. Rw

Trouble Shooting and Support – Wiki, SCN, JAM • Wiki Development support SAP Lab Finland: https: //wiki. wdf. sap. corp/wiki//x/g 5 q 8 C Highlights: SAP Contact Center Maintenance Projects (Link) ALL SAP Contact Center KBA Articles (Link) Product Support Wiki: http: //wiki. scn. sap. com/wiki/x/h. ACKBQ Highlights: SAP Contact Center Logs (Link) Opening OSS incident in component CRM-CCI (Link) • SCN SAP Contact Center: http: //scn. sap. com/community/bcm • JAM SAP BCM Feature Ideas: https: //jam 4. sapjam. com/groups/5 bghfkd. HSXbt. RSpxp. Ga. Ur. F (Private group, discuss with PS or Dev contacts for access)

Trouble Shooting and Support – Contact • • Product Support Contacts: Piqueras, Reyes (reyes. piqueras@sap. com) Goveia, Lloyd (lloyd. goveia@sap. com) Chi, James (j. chi@sap. com) - Spain, SAP Contact Center Topic Owner - Canada - China Development Support Contacts (located in SAP Lab Finland, UTC + 2 or +3): Raty, Olli (olli. raty@sap. com) Ylonen, Simo (simo. ylonen@sap. com) Ishmael, Paul (paul. ishmael@sap. com) Malinen, Lasse (lasse. malinen@sap. com) Suhonen, Jukka (jukka. suhonen@sap. com)