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SAP Business CommunicationsManagement (SAP BCM)Detailed View - Architecture
SAP BCM version 6.0
12th of June 2008
© SAP 2008 / Page 2
1. SAP Business Communications Management overview2. Deployment Architecture3. Software Architecture4. Multi-tenancy5. High Availability6. Integration Interfaces7. Phased Deployment8. Summary9. Appendix – user interface examples
Content
© SAP 2008 / Page 3
SAP Business Communications ManagementStand-alone functionality map
Inboundcontact centers
Personaltelephony
Mobilecontact centersand telephony
Outbound contactcenters
Unified Contact Routing
IVR and Voicemail Services
Online Monitoring, Reporting and Analysis
Centralized Management and Administration
Directory and Presence Services
Voice Logging
Corporate communication services
Sol
utio
n ca
pabi
litie
s
© SAP 2008 / Page 4
Inbound Contact centerUnified routing increases first time contact resolution
BCM communication channels
voice e-mail fax SMSweb
Increase first time contactresolution with unified contactrouting based on businessdata in CRM – matched withemployee skills and availability.
CRMbusinessdata
Agentskills
Agent availability
BCM user types
Agents andsupervisors
Mobilespecialists
Remoteagents
Corporatetelephony users
Fieldworkers
Travelingexperts
Automatedservices
chat
© SAP 2008 / Page 5
Customer
SAP Business Suite
SAP CRM
SAP Business Communications ManagementOut-of-the-box integration with SAP CRM
SAP BCM SAP CRMInteraction
Center
SAP BW /Analytics
Marketing
Sales
Service
Accounting
Logistics
…
SAP BCM offers customers a range of contact channels and providesunified routing and queuing with integration to SAP CRM Interaction Center
ReportingIntegration
Inboundcontact centers
Personaltelephony
Mobilecontact centersand telephony
Outboundcontact centers
Unified Contact Routing
IVR and Voicemail Services
Online Monitoring, Reporting and Analysis
Centralized Management and Administration
Directory and Presence Services
Voice Logging
Corporate communicati on services
Solu
tion
capa
bilit
iesContact
ChannelsContactRouting
Interaction andCommunications
© SAP 2008 / Page 6
Out-of-the-box integration functionality withSAP CRM Interaction Center
SAP BCMsoftphone behind
the CRM ICtelephony toolbar
Contact channelsand routing logic,
monitoring,reporting and
management inSAP BCM platform
User interface
BCM Server
BCMcommunicationstatistics alsoavailable via
SAP BW /Analytics
SAP BW
BW /Analytics
BCM communication statistics are feed up toSAP BW / Analytics.
SAP BW / Analytics
© SAP 2008 / Page 7
1. SAP Business Communications Management overview2. Deployment Architecture3. Software Architecture4. Multi-tenancy5. High Availability6. Integration Interfaces7. Phased Deployment8. Summary9. Appendix – user interface examples
Content
© SAP 2008 / Page 8
SAP Business Communications Management (BCM)Platform architecture example
AccessNetwork
Telephone network(PSTN, Mobile, IN) Internet
Customercommunicationchannels
Phone E-mailFax Sms
VoIP gateways andSAP BCM platform• On-premise• Or On-Demand
Hosted Service
Office LAN
SIP or H.323VoIP Gateways Firewall
Server roomLAN
SAP BCMSQL DB srv
SAP BCMApplication srv
CRM, ERP,etc. servers
IPIP GSM/GPRS,3G, WLAN
Softphoneusers
Communicationmobile client
(CMC)users
IP deskphone(SIP) users
Remoteusers using
PSTN connectedphone
IP
Managerand
reportingusers
Corporatedata network
Corporatee-mail srv
SAP BCMIIS srv
E1/T1/J1
Web form
SAP BCM clients/terminals1. Managers & reporting users
(browser based UI’s)2. Softphone users (browser based)3. CMC mobile users4. IP hardphone users5. Remote and 3rd party
telephone users
Chat
© SAP 2008 / Page 9
SAP Business Communications Management (BCM)Platform architecture example
AccessNetwork
Telephone network(PSTN, Mobile, IN) Internet
Customercommunicationchannels
Phone E-mailFax Sms
VoIP gateways andSAP BCM platform• On-premise• Or On-Demand
Hosted Service
Office LAN
SIP or H.323VoIP Gateways Firewall
Server roomLAN
SAP BCMSQL DB srv
SAP BCMApplication srv
CRM, ERP,etc. servers
IPIP GSM/GPRS,3G, WLAN
Softphoneusers
Communicationmobile client
(CMC)users
IP deskphone(SIP) users
Remoteusers using
PSTN connectedphone
IP
Managerand
reportingusers
Corporatedata network
Corporatee-mail srv
SAP BCMIIS srv
E1/T1/J1
Web form
SAP BCM clients/terminals1. Managers & reporting users
(browser based UI’s)2. Softphone users (browser based)3. CMC mobile users4. IP hardphone users5. Remote and 3rd party
telephone users
Chat
1. Customer callse.g. Help Desknumber
2. Call arrives to VoIP2. Call arrives to VoIPGateway whichsend SIP signalingmessage to BCMsoftware
3. BCM locates freeagent and sendsSIP signalingmessage back toVoIP Gateway
4. VoIP Gatewayroutes RTPstream to definedIP address
5. User answers thecall using browserbased softphone(with USB headset)
© SAP 2008 / Page 10
SAP BCM software technical infrastructure
PSTN and Internetconnectivity
PSTN connectivity via standard based Voice over IP (VoIP) GatewaysFrom VoIP Gateway vendors such as AudioCodes and CiscoVoIP Gateway transform PSTN call as IP call and vice versaConnects to PSTN via E1/T1/J1 and to BCM software via SIP or H.323
Internet, Intranet and e-mail connectivitySAP BCM is typically deployed as pure Intranet application with no connection toInternet due to security reasonsE-mails are retrieved and sent via 3rd party e-mail server (IMAP4 mailbox)
Corporate datanetwork
TCP/IP Ethernet network (LAN / WAN)
One IP call requires ~40 Kbit/sec data bandwidth (G.729 codec)For good quality music prompts (e.g. queue music) G.711 codec is recommendedwhich requires ~120 Kbit/sec data bandwidth. Once call is routed from queue toagent, codec is changed to G.729
SAP BCM softwareserver hardware
Microsoft Windows 2003 Server operating system
Microsoft IIS Web Server version 6
Microsoft SQL 2005 Server Database
© SAP 2008 / Page 11
SAP BCM software technical infrastructurecontinues…
Clients andterminals
PC desktop clients (softphone users)Windows XP or Vista workstation with Internet Explorer 6.0 / 7.0 browserSoundcard and free USB port for USB headset or handset connection
Other clients and terminalsDesktop IP phones (SIP compliant) such as Polycom or GrandStream
Communication Mobile Client (CMC) for Symbian 60/80 OS mobile phones
Mobile phone or PSTN / 3rd party PBX connected phone
Optional 3rd partyhardware andsoftware
Fax server for fax to e-mail conversion or vice versa
SMS Gateway for SMS to e-mail conversion or vice versa
Sytel outbound predictive dialer soft-plugin (www.sytelco.com)
3rd party reporting, analysis and data mining tools
SNMP network management system (server monitoring)
Clustering solutions for database redundancy
Storage Area Network (SAN) for high availability data centers
© SAP 2008 / Page 12
1. SAP Business Communications Management overview2. Deployment Architecture3. Software Architecture4. Multi-tenancy5. High Availability6. Integration Interfaces7. Phased Deployment8. Summary9. Appendix – user interface examples
Content
© SAP 2008 / Page 13
SAP BCM key software components (1/2)
CEM, Contact EventManager
Unified contact routing logicIncludes Contact Center, Telephony and IVR logic – seamless interoperability
CD, Call Dispatcher Manages call switching based on CEM service requests
Connection Server Handles all CDT softphone and CMC mobile client connections and data
SIP / H.323 Bridge Interface to VoIP Gateways (managing SIP/H.323 signaling)
MRS, Media RoutingService
Audio treatment services: Queue music, announcements, IVR prompt playing, serverside recording, NAT (network address transformation) support
HAC, High AvailabilityController
High Availability software controller for SAP BCM primary and secondary softwareprocesses
Data Collector Single instance to collect all statistic events in BCM systemCollect and transmit event data from operative databases for monitoring and reportingAbility to protect / unprotect data related to data privacy regulationsAbility to store BCM system events to external database
CEM and CPMdatabases
CEM database to store all SAP BCM configuration and operational dataCPM (Contact Process Manager) database to store e.g. directory, customer ande-channel management related operational data
Reporting andMonitoring Databases
Reporting statistics database and OLAP cubes for reporting and analysis servicesOnline Database statistics for agent and monitoring real time UIs
© SAP 2008 / Page 14
SAP BCM key software components (2/2)
FB, Federation Bridge Bridge to interconnect with other SAP BCM systems or telephony platforms usingVoIP connectivity
CH, Channel Handler Interface between e-mail server and CEM process (e-mail read /send process)
Chat Server and ChatPortal Server
Chat portal server for communicating with chat clients (thru chat portal interface)Chat Server for contact center agent chat functionality
External terminalcollector
Unifies IP desk phone functionality to enable better control of SIP based IP desk phones(e.g. transfers, music on hold)Enables presence management via IP desk phone
Web Servers Web Servers (Admin, Client and Internal) for communicating with Web Browser baseduser interfaces (UIs)
© SAP 2008 / Page 15
SAP BCM SERVERS
SAP BCM software architecture
Mobile agent
Internet chatweb server (or
equivalent)
Customer
PSTN
Internet
Administrator Deskphoneuser
Corporateemail server
Call (voice)
IVREmail
Chat
GSM/3G
Contact CenterAgent
Office LAN
Dat
a C
ente
r LA
N
Firewall
Firewall WDU
CEM_RMONCPMCEM
SIP bridge
H.323 bridgeCEM
Connectionserver
Calldispatcher
Mediarouting
srvr
Chatserver
Federationbridge
WebServer(admin)
WebServer(client)
Integrationinterfaces
OII
etc.OMI
DataCollector
Externalterminal
controller
Chat portalserver
CC, IVR,and PBX
logic
Emailchannelhandler
WebServer
(internal)
Web servers
High-Availabilty Control Process
SIP/H.323gateway
© SAP 2008 / Page 16
SAP BCM SERVERS
SAP BCM software architecture(call routing example)
Mobile agent
Customer
PSTN
Internet
Administrator Deskphoneuser
Corporateemail server
Call (voice)
IVREmail
Chat
GSM/3G
Contact CenterAgent
Office LAN
Dat
a C
ente
r LA
N
Firewall
Firewall WDU
CEM_RMONCPMCEM
SIP bridge
H.323 bridgeCEM
Connectionserver
Calldispatcher
Mediarouting
srvr
Chatserver
Federationbridge
WebServer(admin)
WebServer(client)
Integrationinterfaces
OII
etc.OMI
DataCollector
Externalterminal
controller
Chat portalserver
CC, IVR,and PBX
logic
Emailchannelhandler
WebServer
(internal)
Web servers
High-Availabilty Control Process
SIP/H.323gateway
2. New call request messageis sent through SIP/H.323Bridge to CEM process,call statistics are stored toCEM DB
3. CEM queue routing rule isactivated. No agents arefree so CEM commandsMRS to play queue musicand prompts
4. Free agent is found and routingdecision is made. Control message issent to Web Srv to set softphone incall ringing state
5. Once agent answers the call viasoftphone, message is routed back toCEM process via Web Srv.
6. CEM commands Gatewaythrough CD and Bridge to routeRTP stream to agent workstationIP address.Call is established.
1. VoIP Gatewayreceives a newcall to customerservice number
Internet chatweb server (or
equivalent)
© SAP 2008 / Page 17
Agentworkstation
Signaling = 2k / call G729 = 40 kbits/s (voice call)
Load Task list ~15-25 KBytePick / open Task ~20-35 KByteSave ~10-20 KByteeMail handling ~40-50 KByteeMail sending afterwork ~ 5 KByte===================================Total ~100-200 KByte
Note you can save multiple times and there is 2 free textareas 8000 char each. + ~8-20KByte / infocard load orsave.100-200 Kbytes = 1000-2000MbitsTask length ~120sec1000000 - 2000000/120 = 16666 = 8-16kbits/s
G711 = 120 kbits/s(queue music prompts)
Data bandwidth requirement overview
PSTN
SAPBCM
VoIPGW
Recording
G711/8 = 15kbit/s
External storage server
© SAP 2008 / Page 18
SAP BCM SERVERS
SAP BCM software architecture(push email routing example)
Mobile agent
Customer
PSTN
Internet
Administrator Deskphoneuser
Corporateemail server
Call (voice)
IVREmail
Chat
GSM/3G
Contact CenterAgent
Office LAN
Dat
a C
ente
r LA
N
Firewall
Firewall WDU
CEM_RMONCPMCEM
SIP bridge
H.323 bridgeCEM
Connectionserver
Calldispatcher
Mediarouting
srvr
Chatserver
Federationbridge
WebServer(admin)
WebServer(client)
Integrationinterfaces
OII
etc.OMI
DataCollector
Externalterminal
controller
Chat portalserver
CC, IVR,and PBX
logic
Emailchannelhandler
WebServer
(internal)
Web servers
High-Availabilty Control Process
SIP/H.323gateway
2. Channel Handler process reads new message e.g.every 30 seconds. CEM process stores new e-mail toCPM DB. CEM can request CH to send automatedresponses if determined in routing rule.
3. CEM server locates free agentand sends routing request messagefor Web Server
4. Web Srv fetches e-mail fromCPM DB and screen pop-up’sagent UI with new e-mail
5. Agent compiles answer e.g. usinganswer libraries. Once answer isready, agent sends the e-mailresponse for the customer. Web Srvstores the response to CPM DB
6. CEM requests ChannelHandler to send response to e-mail server which sends it tocustomer
Internet chatweb server (or
equivalent)
1. New e-mail arrivesCorporate e-mailserver (IMAP4)
© SAP 2008 / Page 19
SAP BCM SERVERS
SAP BCM software architecture(web chat routing example)
Mobile agent
Customer
PSTN
Internet
Administrator Deskphoneuser
Corporateemail server
Call (voice)
IVREmail
Chat
GSM/3G
Contact CenterAgent
Office LAN
Dat
a C
ente
r LA
N
Firewall
Firewall WDU
CEM_RMONCPMCEM
SIP bridge
H.323 bridgeCEM
Connectionserver
Calldispatcher
Mediarouting
srvr
Chatserver
Federationbridge
WebServer(admin)
WebServer(client)
Integrationinterfaces
OII
etc.OMI
DataCollector
Externalterminal
controller
Chat portalserver
CC, IVR,and PBX
logic
Emailchannelhandler
WebServer
(internal)
Web servers
High-Availabilty Control Process
SIP/H.323gateway
2. Chat web server sends the chatrequest to BCM Chat portal server,from which the Chat server routes thechat event to CEM for routing.
Internet chatweb server (or
equivalent)
1. Customer initiates achat session fromCompany’s web page
3. CEM selects available agentand initiates to Chat server tostart the chat session.
4. Agent accepts the chatrequest and initiates the chatsession with chat server.
5. Chat is initiated
6. The chat contents arestored on CPMdatabase and the chatevent is stored on CEMdatabase for monitoringand reporting.
© SAP 2008 / Page 20
1. SAP Business Communications Management overview2. Deployment Architecture3. Software Architecture4. Multi-tenancy and Hosting5. High Availability6. Integration Interfaces7. Phased Deployment8. Summary9. Appendix – user interface examples
Content
© SAP 2008 / Page 21
SAP BCM On-Demand Hosted Service concept
PSTN/IN 1 InternetPSTN/IN n
Data Carrier 1 Data Carrier n
Head-quarter
Branchoffices
Fieldengineers
Remoteusers
Corporatedata network
Customer 1
Head-quarter
Branchoffices
Fieldengineers
Remoteusers
Corporatedata network
Customer n
DataCenter n
DataCenter 1
HighAvailability
SAP BCMOn-DemandHosted ServiceData Center
On-DemandHostedServicesCustomers
Customercommunicationchannels
AccessNetwork
Phone E-mailFax Sms Web formChat
© SAP 2008 / Page 22
SAP BCM multi-tenancy overview
SAP BCMmulti-tenancyoverview
Multi-tenancy is multi-customer conceptShare single BCM platform for multiple customers useCustomers utilize same SAP BCM server hardware, software andVoIP Gateway capacity
Typical customer cases for multi-tenancyService Providers offering On-Demand Hosted Service orSoftware as a Service (SaaS)Enterprises looking for single system that can be deployed todivisions / departments according to their need
Hosted / managed e.g. by internal IT department
Customer benefits On-Demand Hosted Service CustomersMinimized up-front investments
Fast deployment
Pay as you use
Hosted Service Service ProvidersUtilize hardware, software and resources in optimum way
All-IP based, no need for separate and/or dedicated PBX systems
Scale as you grow
© SAP 2008 / Page 23
Insight into Multi-Tenant SAP BCM HostedData Center
AccessNetwork
Telephone network(PSTN, Mobile, IN)
Customercommunicationchannels
SIP or H.323VoIP Gateways Firewall
Server roomLAN
SAP BCMSQL DB cluster
SAP BCMApplication srvs
CRM, ERP,etc. servers
Corporatedata network
Corporatee-mail srv
SAP BCMIIS srvs
E1/T1/J1
SAP BCM clients/terminals1. Managers & reporting users
(browser based UI’s)2. Softphone users (browser based)3. CMC mobile users4. IP hardphone users5. Remote and 3rd party
telephone users
SAP BCMOn-DemandHosted ServiceData Center
Phone E-mailFax Sms Web formChat
Internet
Office LAN
IPIP GSM/GPRS,3G, WLAN
Softphoneusers
Communicationmobile client
(CMC)users
IP deskphone(SIP) users
Remoteusers using
PSTN connectedphone
IP
Managerand
reportingusers
© SAP 2008 / Page 24
Win 2003 Server OS, MS 2005 SQL Server and MS IIS
SAP BCM Multi-Tenant ArchitectureSchematic view of a single server system
Customer 1 services
HAC (High Availability Controller)
Customer 2 servicesApplications
CEM
CD
Bridge(s)
MRS
IP address 1.1Web Server
WC
IP address 1.2
File storage
SQL Instance 1
CEM DB
CPM DB
Customer 1data network
Customer 2data network
VirtualIP Address 1
VirtualIP Address 2
File storage
Applications
CEM
CD
Bridge(s)
MRS
IP address 2.1
Web Server
WC
IP address 2.2
File storage
SQL Instance 2
CEM DB
CPM DB
File storage
© SAP 2008 / Page 25
SAP BCM multi-tenancy details
Virtual Unitconcept
SAP BCM multi-tenancy is based on Virtual UnitsSingle SAP BCM platform can run one or many Virtual Units
Virtual Units separates customer installations from each others
Every customer can have own kind of installation including integrations
Customer access their services through Virtual IP Address
Customer data network is connected via dedicated data connection toHosting Data Center (e.g. 2 Mbit / sec line)
Virtual UnitApplications
Applications shares one Virtual Unit to multiple logical entitiesFor example separate departmental /organizational units from each others
Each Application has own users and statisticsFor example each department has their own reports
Resource sharing between Applications is easyCustomer contacts can be easily routed across applications and users
IP Communitiesconcept
Enable BCM customers to cooperate with each othersRoute IP-calls between BCM customers
Save telephony traffic costs
Offer outsourcing services for other BCM customers
Cooperate in order to provide better customer service
© SAP 2008 / Page 26
SAP BCM multi-tenancy deployment examples
PSTN
SIP / H.323VoIP GW
LAN
SingleServer
Example 1 Example 2
Single server:• Win 2003 OS• MS SQL 2005 DB• MS IIS Server• SAP BCM software
(complete)
PSTN
LAN
PSTN
SIP / H.323VoIP GW
1 2 3 4 5 6
Server 1 (Core system server):• Win Srv OS & MS IIS• VU_HAC_1
• HAC• VU_Core
• CEM server• Chat server
• VU_Terminals_1• Connection server• External terminal controller• SIP Bridge (ETC)
• VU_COM• Communications server• SMS server
• VU_Internal• Web server• Data Collector• Internal web services
Server 2 (Bridge server):• Win Srv OS & MS IIS• VU_HAC_2
• HAC• Alarm server
• VU_PSTN_1• SIP & H.323 bridge• Media routing server• Prompts
• VU_CORE (backup)• VU_COM (backup)• VU_Web_admin (backup)• VU_Web_user (backup)• VU_Integration (backup)• VU_Terminals_2 (optional)• VU_Internal_2 (optional)
Server 3 (End user interface server):• Win Srv OS & MS IIS• VU_HAC_3
• HAC• VU_Web_admin
• Web server• Web admin tools
• VU_Web_user• Web server• Web clients• Reporting web clients
• VU_Integration• Web server• Integration interfaces• Chat portal server
• VU_PSTN_2 (optional)
Server 4 (DMZ server):• Win Srv OS & MS IIS• VU_DMZ
• Internet chat client
Server 5 (Database server):• Win Srv OS & MS IIS & MS SQL• VU_DB
• CEM database server• CPM database server
Server 6 (Reporting server):• Win Srv OS & MS IIS & MS SQL• VU_Reporting
• Reporting database server• VU_Web_Reporting
• Web server• Standard reports
© SAP 2008 / Page 27
SAP BCM multi-tenancy deployment examples
Example 2
PSTN
LAN
PSTN
SIP / H.323VoIP GW
1 2 3 4 5 6
Server 1 (Core system server):• Win Srv OS & MS IIS• VU_HAC_1
• HAC• VU_Core
• CEM server• Chat server
• VU_Terminals_1• Connection server• External terminal controller• SIP Bridge (ETC)
• VU_COM• Communications server• SMS server
• VU_Internal• Web server• Data Collector• Internal web services
Server 2 (Bridge server):• Win Srv OS & MS IIS• VU_HAC_2
• HAC• Alarm server
• VU_PSTN_1• SIP & H.323 bridge• Media routing server• Prompts
• VU_CORE (backup)• VU_COM (backup)• VU_Web_admin (backup)• VU_Web_user (backup)• VU_Integration (backup)• VU_Terminals_2 (optional)• VU_Internal_2 (optional)
Server 3 (End user interface server):• Win Srv OS & MS IIS• VU_HAC_3
• HAC• VU_Web_admin
• Web server• Web admin tools
• VU_Web_user• Web server• Web clients• Reporting web clients
• VU_Integration• Web server• Integration interfaces• Chat portal server
• VU_PSTN_2 (optional)
Server 4 (DMZ server):• Win Srv OS & MS IIS• VU_DMZ
• Internet chat client
Server 5 (Database server):• Win Srv OS & MS IIS & MS SQL• VU_DB
• CEM database server• CPM database server
Server 6 (Reporting server):• Win Srv OS & MS IIS & MS SQL• VU_Reporting
• Reporting database server• VU_Web_Reporting
• Web server• Standard reports
VU1VU2VU3
Customer 1 (Virtual Unit 1)- 90 agents- 60 voice channels- BCM High Availability
Customer 2 (Virtual Unit 2)- 75 agents- 90 voice channels- BCM High Availability
Customer 3 (Virtual Unit 3)- 140 agents- 240 voice channels- BCM High Availability
Capacity is scaled up by addingVOIP gateway and Serverhardware and by distributingSAP BCM Virtual Unit softwareprocesses across servers
© SAP 2008 / Page 28
1. SAP Business Communications Management overview2. Deployment Architecture3. Software Architecture4. Multi-tenancy5. High Availability6. Integration Interfaces7. Phased Deployment8. Summary9. Appendix – user interface examples
Content
© SAP 2008 / Page 29
SAP BCM High Availability (HA)
High Availability(HA) overview
High Availability Controller (HAC) softwareAbility to install backup process for primary BCM software processesFlexible m + n hardware deployment scenarios (m production, n backup)Monitoring primary and backup process statusesProvide automatic recovery mechanisms in case of failuresProvide manual process state switching for planned service work
Every Virtual Unit can have own kind of HA implementationEnables flexible and cost effective High Availability deploymentsEnables Hosted Service Providers to meet customer specificService Level Agreement (SLA) requirements
HA functionality HAC process runs in every server running SAP BCM softwareServer can run either primary or secondary processes or both
HAC monitors, alarms and logs changes in BCM software statusesAlarms can be sent as SNMP traps, e-mail or SMS messages
HAC process recovery mechanisms in case of failureIn case of failure, HAC try's to restart process configured amount of timesIf process will not restart, HAC activates secondary process that will take controluntil primary service is again up and runningDepending on failure, service continues normally or short service break will occur
© SAP 2008 / Page 30
HA example configuration 1
Core systemserver
Core server backup
Bridge server
Network switch
Bridge server backup
End userinterface server
Database servercluster
Reporting server(cluster)
DMZ server DMZ server(optional)
Network switch
In-house installation with 6 production unitswith recommendation of duplicated networks
© SAP 2008 / Page 31
HA example configuration 2
SQLReplication
Data Center I
firewall
Data Center II
Core systemserver
Core server backup
Bridge server
Network switch
Bridge server backup
End userinterface server
Database servercluster
Reporting server(cluster)
Network switch
Core systemserver
Core server backup
Bridge server
Network switch
Bridge server backup
End userinterface server
Database servercluster
Reporting server(cluster)
Network switch
firewall
Two redundant Data Centers backing up each others, static load balancingwith automatic failover between data centers and MS SQL database cluster
© SAP 2008 / Page 32
1. SAP Business Communications Management overview2. Deployment Architecture3. Software Architecture4. Multi-tenancy5. High Availability6. Integration Interfaces7. Phased Deployment8. Summary9. Appendix – user interface examples
Content
© SAP 2008 / Page 33
Terminal adaptation and client side integration
System/server level integration
Cha
nnel
s
SAP
BC
M
SAP BCMdatabase
3rd partycommunication
systems, e.g.Voice Recognition SAP BCM solution role:
Communication ChannelsIntelligent Contact RoutingCommunication UI tools/functionalityContact mgmt monitoring & reportingIntegration methods/tools
MS ActiveDirectory
CRM orERP
Servicemgmt
SAP BCM role with integrations
Chat
Fax
Call
Web form
SMS
© SAP 2008 / Page 34
SAP BCM integration interfacesInterfaces are based on SIP/H323 (IP to IP), COM (client side) andWeb Services (server side)
Chat
Fax
Call
Web form Terminal adaptation and client side integration
System/server level integration
Cha
nnel
s
SAP
BC
M
Client CoreClient Com CMCI
Screenpop-ups
Softphoneembedding
Mobile appsintegration
SRIFB
3rd partycommunicationsystems, e.g.
speechrecognition
SIP/H323
OII TMI RDI ACI
Softphoneembeddingon server
side
Email andtask mgmtintegration
Reportingstatistics
integration
DAI
Admin andmgmt toolintegration
Directoryand
availabilityintegration
ADS MS ActiveDirectory
SMS
Onlinestatistics
integration
OMI
© SAP 2008 / Page 35
SAP BCM enables client embedding with yourexisting business process tools and applications
SAP CRM Interaction Centerintegrated softphone
Communication Mobile Client (CMC)running on Symbian mobile terminals
Microsoft Office Outlook 2003 / 2007embedded softphone
3rd party application integrated ortailored softphone
© SAP 2008 / Page 36
SAP CRM – BCM server side integration
BCM softphone andCRM Interaction Center
3rd party PBXuser phone Agent Desktop
Phonecall
SAP CRM
Inte
grat
ed C
omm
unic
atio
nIn
terfa
ce(IC
I) BusinessComm.Broker
CRM-Application
Email serveremail
SAP BCM
WebServices
CEM
Onl
ine
Inte
grat
ion
Inte
rface
(OII)Chat web
serverchat
VoIP gateway
3rd party PBX(optional)
Cus
tom
er
© SAP 2008 / Page 37
1. SAP Business Communications Management overview2. Deployment Architecture3. Software Architecture4. Multi-tenancy5. High Availability6. Integration Interfaces7. Phased Deployment8. Summary9. Appendix – user interface examples
Content
© SAP 2008 / Page 38
Migration starting pointFully TDM based telephony platform
E-mail, calendarOther personal infomgmt apps
CRM, ERPOther biz apps
LAN/WAN IP network
PBX network
LocalPBX
LocalPBX’s
SoHo/RAS
Home office Field force
Internet
Headquarters Branch office 1 … X Remote workers
CTI
PRI
PSTN /mobilenetwork
Mobile users
Telephony users
Contact centers
Switchboard
Mobile users
Telephony users
Contact centers
Switchboard
TDM based contact center with proprietary point-to-point CTI integration.Switchboard, PBX extensions and mobile users on multiple sites.
© SAP 2008 / Page 39
In-house or hosted service
Migration Phase 1Deploy SAP BCM for contact center operations
LAN/WAN IP network
PBX network
LocalPBX
LocalPBX’s
SoHo/RAS
Home office Field force
Internet
Headquarters Branch office 1 … X Remote workers
PRI
PSTN /mobilenetwork
Mobile users
Telephony users
Contact centers
Switchboard
Mobile users
Telephony users
Contact centers
Switchboard
VoIPGateway
E-mail, calendarOther personal infomgmt apps
CRM, ERPOther biz apps
SAPBCM
API
WebServices
IP
Taking over contact center operations. Contact center agents and numbers are removed from PBX andcreated to SAP BCM. Internal calls between SAP BCM and PBX are enabled through VoIP GW. Replaceproprietary CTI with Web Services standard based integrations.
© SAP 2008 / Page 40
In-house or hosted service
Migration Phase 2Add switchboard and remote users to SAP BCM
LAN/WAN IP network
PBX network
LocalPBX
LocalPBX’s
Home office Field force
Internet
Headquarters Branch office 1 … X Remote workers
PRI
PSTN /mobilenetwork
Mobile users
Telephony users
Contact centers
Switchboard
Mobile users
Telephony users
Contact centers
Switchboard
VoIPGateway
E-mail, calendarOther personal infomgmt apps
CRM, ERPOther biz apps
SAPBCM
API
WebServices
IP
Unify switchboard operations with CC operations and take over remote /mobile usersby removing these users and numbers from PBX and creating them to SAP BCM.
© SAP 2008 / Page 41
In-house or hosted service
Migration Phase 3Migrate office and mobile users to SAP BCM at own pace
LAN/WAN IP network
PBX network
LocalPBX
Home office Field force
Internet
Headquarters Branch office 1 … X Remote workers
PRI
PSTN /mobilenetwork
Mobile users
Telephony users
Contact centers
Switchboard
Mobile users
Telephony users
Contact centers
Switchboard
VoIPGateway
E-mail, calendarOther personal infomgmt apps
CRM, ERPOther biz apps
SAPBCM
API
WebServices
IP
Gradually replacing PBX extensions and integrating mobile users to SAP BCM by removing these usersfrom PBX and creating them to SAP BCM. All traffic is controlled by SAP BCM, but some uses still oldPBX extension phones (with BCM).
© SAP 2008 / Page 42
In-house or hosted service
Migration Phase 4Final state – all users migrated to SAP BCM
LAN/WAN IP network
Home office Field force
Internet
Headquarters Branch office 1 … X Remote workers
PSTN /mobilenetwork
Mobile users
Telephony users
Contact centers
Switchboard
Mobile users
Telephony users
Contact centers
Switchboard
VoIPGateway
E-mail, calendarOther personal infomgmt apps
CRM, ERPOther biz apps
SAPBCM
API
WebServices
IP
Old PBX infrastructure fully removed. Converged all-IP business communications.
© SAP 2008 / Page 43
1. SAP Business Communications Management overview2. Deployment Architecture3. Software Architecture4. Multi-tenancy5. High Availability6. Integration Interfaces7. Phased Deployment8. Summary9. Appendix – user interface examples
Content
© SAP 2008 / Page 44
SAP Business Communications Managementcapabilities in SAP CRM
SAP BCM seamlessly integrates communication technologywith customer-facing business processes and systems toimprove customer service and business processperformance – all at lower Total Cost of Ownership
Inboundcontact center
Outboundcontact center
Enterprise-widecommunications
management
It does this by providing a flexible multi-channel, all-IP businesscommunications platform out-of-the-box integrated with SAP CRMInteraction Center
© SAP 2008 / Page 45
SAP CRM2007 provides an end-to-end solutionfor customer service contact centers
SAP BCM + SAP CRM2007 = Best Run Customer Service
Customer
SAP Business Suite
SAP CRM
SAP BCM SAP CRMInteraction
Center
SAP BW /Analytics
Marketing
Sales
Service
Accounting
Logistics
…
ReportingIntegration
Inboundcontact centers
Personaltelephony
Mobilecontact centersand telephony
Outboundcontact centers
Unified Contact Routing
IVR and Voicemail Services
Online Monitoring, Reporting and Analysis
Centralized Management and Administration
Directory and Presence Services
Voice Logging
Corporate communicati on services
Solu
tion
capa
bilit
iesContact
ChannelsContactRouting
Interaction andCommunications
© SAP 2008 / Page 46
SA
P B
CM
Bus
ines
s V
alue
Manage distributed cross-functional resourcesLeverage corporate knowledgeProvide a seamless customer experience across channels
SAP BCM business value breakdown
Better serviceto customers
Improvedinternal
performance
Lower systemTCO
Faster response times, and improved contact qualityand first time resolution rates
Consistent service across contact channels
Proactive customer need analysis and fulfillment
Higher team and personal efficiency
Improved business process performance and quality
Better visibility and control to customer facing operations
Minimal or no hardware and software investments
Lower installation, integration and maintenance costs
Minimal expansion investment
© SAP 2008 / Page 47
1. SAP Business Communications Management overview2. Deployment Architecture3. Software Architecture4. Multi-tenancy5. High Availability6. Integration Interfaces7. Phased Deployment8. Summary9. Appendix – user interface examples
Content
© SAP 2008 / Page 48
Inbound Contact centerOut-of-the-box SAP CRM integration
BCM softphoneintegrated with CRMInteraction Center
Caller number basedcustomer recognitionAnswer /rejectincoming callsHang upTransferConsultConferenceToggle between callsEnd wrap-upDial pad for calling out
SAP BCM – CRM integration enables customer service agents to use singleuser interface to manage incoming customer interactions
© SAP 2008 / Page 49
Inbound Contact centerOut-of-the-box SAP CRM integration
BCM email channelintegrated with CRM:
CRM email analysisintegrated withBCM push routingAccept or rejectincoming emailTransfer emailEnd wrap-upDial pad for calling out
SAP BCM – CRM integration enables customer service agents to use singleuser interface to manage incoming customer interactions
© SAP 2008 / Page 50
Inbound Contact centerOut-of-the-box SAP CRM integration
BCM chat channelintegrated with CRM:
Accept or rejectincoming chat
Transfer chat sessionvia queueEnd /leave chatsessionEnd wrap-upDial pad for calling out
SAP BCM – CRM integration enables customer service agents to use singleuser interface to manage incoming customer interactions
© SAP 2008 / Page 51
Inbound Contact centerAgent tools – browser based BCM softphone
Personal presencemanagement
Active customerinteractions info
Real time queue viewincluding login statusmanagement
Special call handlingtools: e.g. recording,conference, callback,audio settings and quickdialing keys
Call handling tools:answer, hold, transfer,consult, hang-up
Link to Message Panel
Communication Desktop (CDT) offers comprehensive real time multi-channelqueue management and monitoring functionality for agents
© SAP 2008 / Page 52
Directory view to accessin-house directory and
presence data
Also other directories,e.g. customer, partnerand personal can be
created.
Selected person current,future and past
availability information
Inbound Contact centerAgent tools – browser based BCM softphone
SAP BCM directory and presence services improve personnel availability andreduce unsuccessful contact transfers
Quick list to managepersonal presence
information
Profiles are alwayscustomer specific
© SAP 2008 / Page 53
Operations and System ManagementSupervisor softphone
Supervisor tool isembedded in the browserbased SAP BCMsoftphone
Supervisor can:Control agent queue loginstatusesMonitor ongoing callsListen to agent callsCoach agentsBarge inIntercept callsHang up callsRecord callsActivate call-backsManage agent presence
BCM Supervisor tool embedded in softphone provides powerful control andcoaching tools for contact center managers and team leaders
© SAP 2008 / Page 54
Integrated communications and businessprocess tools improve telesales results
BCM softphonefunctionality
integrated withInteraction Center
toolbar
A call list has beenassigned to agent or
agent group. Theagent makes the
outbound call usingInteraction Centertelephony toolbar
Improve telesales results throughBCM softphone integrated with SAP CRMInteraction Center user interface andoutbound call records with CRM Analytics
Strategic planning Operational planning Execution
Real-time analysis, control and development of processes
Telemarketing campaign
© SAP 2008 / Page 55
Operations and System ManagementUser Administration
Main functionality:User creation andmanagementUser groups management(user, location, barring orbandwidth based usergroups)
Company, sub-companyand department dataconfigurationBasic queue routing rulesand ad-hoc schedulemanagement
Mass update tool fordeploying settings tomultiple users at once
Location independentbrowser based tool
BCM User Administrator enables managers to create new BCM users andmanage existing users on-the-fly
© SAP 2008 / Page 56
Routing Administration
Main functionality:Create new queues andmanage existing queueson-the-flyDefine queue routingrules and parameters
Manage queue groupsMap queue to contactchannels
Location independentbrowser based tool
Queue routing management enables managers to create and modify queuerouting rules on-the-fly
© SAP 2008 / Page 57
Calendar view enables users to definecalendar events and rules, e.g. what arethe business days and exceptions for thebusiness days.
Queue routing management
Calendar, Scheduler and Prompt Manager functionality enables flexible andefficient real time queue schedule and prompt management
Schedule view enables to easily anddynamically manage queue open / closedschedules and what prompts are playedon different schedules.
Prompt Manager allows users to manageprompts: e.g. load new prompts (.wavfiles), and allocate and activate promptsfor the queues.
© SAP 2008 / Page 58
System Administration
Main functionality:SysAdmin usersmanagementBackground servicesmanagementApplications mgmt,e.g. IVR and VoicemailPlatform management,e.g. VoIP GatewaysPSTN calls routing rulesmgmtQueue, channel, queuerouting rules and queueschedule managementCall Barring rulesLocations and locationbased rules managementGeneral routing rulesmanagementCall Bandwidth ControlrulesNAT rules configuration
System Administrator enables managers to create and manageBCM solution functionality and configuration
© SAP 2008 / Page 59
Online Monitoring
Location independentbrowser based tool
Summary view provides“current status at glance”view with a possibility todrill down to summarylevel or queue specificstatistics.
Monitoring user can alsodefine personalmonitoring views, setalarm/threshold limits,compare statistics to e.g.previous day or previousweekday
Online Monitoring tool provides comprehensive real time statistics on currentbusiness day and current moment
© SAP 2008 / Page 60
Online Monitoring
Agent statistics viewprovides details for agentperformance, currentstatus and queue loginstatistics.
Monitoring user cancontrol agent queue loginstatuses and skill settingsvia Agent statistics view
Online Monitoring enables manager to monitor current performance andtake corrective actions if needed
© SAP 2008 / Page 61
SAP BCM and CRM Blended Analytics
BCM contact handlingstatistics are feed up toSAP BW /Analyticsthrough out-of-the-boxintegration
Blended Analytics provide blended communications and business statisticsenabling a true 360° customer view
© SAP 2008 / Page 62
IVR Improves Customer Service by increasingrouting intelligence and automating routines
SAP BCM InteractiveVoice Response(IVR)
Caller recognition servicesFor example: Answer call automatically and collect customer ID number from caller usingtelephone keypadMake database search to CRM data based on customer IDMake routing decision based on database search resultAttach customer data to call to enable screen pop-up with customer data
Voice MenusFor example: Service and/or language selection to enable single access number forcustomers
Automated Voice ServicesFor example: Automate routines to increase call handling capacity while enabling theoption to switch to personal customer service if required
Info and off-hour servicesFor example: Enable different voice self services once personal customer service isclosed
Increase first time contact resolution withintelligent contact routing based on businessdata in CRM – matched with employee skillsand availability.
CRMbusiness
data
Agentskills
Agent Availability
© SAP 2008 / Page 63© SAP 2007 / Page 63
Thank you!
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