client ws installation

Client Workstation Installation GuideSAP Business Communications Management (BCM)

Target Audience ■ IT Administrators ■ System Administrators

PUBLICDocument version: 6.0 – 2018-12-12

Document History

CAUTION

Before you start the implementation, make sure you have the latest version of this document.

You can find the latest version at the following location: http://service.sap.com/instguides

SAP Solution Extensions SAP Business Communications Management (BCM) BCM 7.0 BCM 7.0

Guides .

The following table provides an overview of the most important document changes.

Version Date Description

00[Version number]

2011-06-06 Initial Release

01 2011-10-13 7.0 SP01Added chapters about starting the administration workstation (IA and SC), installing Calendar Integration, and using 6.0 and 7.0 versions on one workstation.

02[Version number]

2012-04-26 7.0 SP03Updated Convergence prerequisites

03 2012-08-20 Internet Explorer configuration edited and added mctabuff as prerequisite for Online Monitoring. CDT logging text revised.

03.1 2012-11-07 Internet Explorer configuration edited, and added chapter about malware protection programs.

04.0 2013-02-15 Note about power saving settings for USB devices added. Instructions for MSI packages enhanced.

5.0 2013-06-17 SP05: IE 10 and Java 7 support added, prerequisites edited

6.0 2013-09-20 SP06: Client Workstation Components installation updated. Added section SAP Cloud for Sales and Service Integration.

6.01 2013-12-18 Windows 8 instructions added, device adaptor instructions updated.

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http://service.sap.com/instguides

Table of Contents

Chapter 1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Chapter 2 Starting IA or SC with Web Start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Chapter 3 Taking SAP BCM End-User Applications into Use . . . . . . . . . . . . . . . . . . 11

3.1 Communication Desktop (CDT) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

3.2 Convergence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

3.3 Calendar Integration with Microsoft Outlook . . . . . . . . . . . . . . . . . . . . . . . . . 13

3.4 Online Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

3.5 Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

3.6 SAP Cloud for Sales and Service Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Chapter 4 Installation of BCM Terminal Components . . . . . . . . . . . . . . . . . . . . . . . . 19

4.1 Installing BCM Terminal on One Workstation . . . . . . . . . . . . . . . . . . . . . . . . 21

4.2 Installing BCM Terminal Components with Group Policies . . . . . . . . . . . . . . 22

4.3 Using Different BCM Versions on Same Workstation . . . . . . . . . . . . . . . . . . . 22

Chapter 5 Internet Explorer Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

5.1 Configuring IE Security Settings with Group Policies . . . . . . . . . . . . . . . . . . . . 25

5.2 Configuring IE Security Settings on One Workstation . . . . . . . . . . . . . . . . . . . 26

5.3 Appearance of User Interfaces in Internet Explorer . . . . . . . . . . . . . . . . . . . . . 28

5.4 Interference from Malware Protection Programs . . . . . . . . . . . . . . . . . . . . . . . 28

Chapter 6 Certificates on Client Workstations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

6.1 Using Client Certificates for User Authentication . . . . . . . . . . . . . . . . . . . . . . 29

6.2 Providing Trusted Root for Server Certificates . . . . . . . . . . . . . . . . . . . . . . . . . 29

6.3 Checking Certificates Installed on Workstation . . . . . . . . . . . . . . . . . . . . . . . . 30

Chapter 7 Auto-Start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

7.1 Configuring Auto-Start with Group Policies . . . . . . . . . . . . . . . . . . . . . . . . . . 31

7.2 Configuring Auto-Start on One Workstation . . . . . . . . . . . . . . . . . . . . . . . . . 31

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Chapter 8 Installing Audio Devices and Video Cameras . . . . . . . . . . . . . . . . . . . . . . . 33

Chapter 9 Calls Recorded at Client Workstations . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Chapter 10 Log Files Saved on Client Workstations . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

10.1 CDT Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

10.2 Convergence Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

10.3 Terminal Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

10.4 ClientCOM Component Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Chapter A Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

A.1 BCM Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

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1 Introduction

This guide describes how to set up a client workstation for different SAP Business Communication

Management (BCM) end-user applications, and the files that are written at the workstation during the

use of the software.

For the planning and installing servers and various applications, see the SAP BCM Installation Guide

document. For the configuration of the system and its users, see System Configurator application help.

For the basic installation and administration of your computer, its operating system and other

prerequisite software, refer to the documentation of the computer and corresponding software.

Some of the functions described in this guide may not be implemented in your system, or you may not

have permission to use some of the functions. Furthermore, your system may include separately

implemented customer-specific features that this guide does not cover. Contact the supplier or

administrator for more information.

CAUTION

The software users (service providers and end-users) are fully responsible for ensuring that the

services provided using this software do not violate or are not used in contravention of local

legislation. The software users must acknowledge that the software collects identification data

for enabling the services and their invoicing, security and troubleshooting, protecting the services

against misuse and misappropriation, and further improvement of the software and services, and

they must assume the full responsibility for the use of the collected data.

1 Introduction

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This page is left blank for documents that are printed on both sides.

2 Starting IA or SC with Web Start

We recommend starting the System Configurator (SC) and Infrastructure Administrator (IA) with the

web start that can be launched from the Remote Administration Tools web page. Using web start ensures

that the newest installed software package is used.

Prerequisites

■ At least the databases, and virtual units where Remote Administration, Agent Server, and

Connection Server packages are installed, and up and running.

■ Java SE Runtime 6, or 7 (with BCM 7.0 SP05, or later only), 32–bit edition must be installed on the

computers where Infrastructure Administrator (IA) or System Configurator (SC) is used.

NOTE

● 32–bit edition must be used also on 64–bit servers.

■ You must have appropriate authentication:

● In IA, the monitoring view opens without credentials, but editing the system model, and saving

that, requires BCM administration account credentials.

● In SC, only the BCM accounts with administrator rights are enabled to enter.

■ For SC only: An appropriate certificate is installed and configured on the Connection Server. If a

self-signed certificate is used, the certificate must be installed also to the client workstation’s trusted

root.

NOTE

Use 32–bit IE for launching web start.

NOTE

Occasionally, downloading the new version jar file does not succeed but the Java web start uses

the old jar file from the Java cache, and the web start does not work. In that case, clear the Java

cache in the following way:

1. Choose Start Control Panel Programs Java .

2. In the tab General, choose Temporary Internet Files View .

3. Choose System Configurator or Infrastructure Administrator, and click the Remove selected

item button.

NOTE

From BCM 7.0 SP05 on you can have Java 6, or Java 7, or both versions simultaneously. If you have

first had both versions, after removing Java 6, Java 7 may not work properly. In that case, remove

both versions and reinstall 7.


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Procedure

Infrastructure Administrator

1. Open you browser and go to the address [Website VU]/remoteadmin (or the virtual unit where

Remote Administration Tool package has been installed).

2. To start the application, click the Infrastructure Administrator button.

3. The Infrastructure Administration monitoring view opens.

To make changes to the system model, choose Connection Connect , and enter user name and

password of the Windows account dedicated for BCM administration.

System Configurator

1. Open you browser and go to the address [Website VU]/remoteadmin (or the virtual unit where

Remote Administration Tool package has been installed).

2. To start the application, click the System Configurator button.

3. A dialog window opens; enter your BCM account user name and password. The default values are

BCM.Admin and 12345678. The password must be changed at first logon, the new one must be at

least 8 characters long.

4. Click Log On.

Troubleshooting

If the System Configurator does not open:

1. Make sure that during Remote Administration Tools package installation, the variables Connection

Server IP Address, Connection Server Port Number, and Connection Server Certificate Common Name are properly

defined. To view and change these definitions, click the Connection opening icon.

2. Make sure that the Connection Server-related certificate is properly installed, configured, and can

be found in Trusted Root.

Advanced Use

In ASP environment, where several independent BCM systems may locate on same servers, you can

define additional connections so that you can start each system’s SC from the same Remote Administration

Tools page. Make sure you define all items of a connection right for that connection, and make sure

that the web start is of the same or newer software level than the software it is connecting to.

To define more connections:

1. To open the connection view, click the opening icon. Define the following items:

■ Connection Name: Enter free-form text, for example the customer name, such as ACME.

■ IP Address: Enter the Connection Server’s IP address.

■ Port: Enter the Connection Server’s port, the default value is 21002.

■ Certificate: Enter the Connection Server certificate’s common name.

2. Click Save.


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To delete a connection defined for reaching other systems’ SC, choose the connection from the pull-

down menu, click the opening icon, and choose Delete.


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3 Taking SAP BCM End-User Applications into Use

Each Business Communications Management (BCM) application has its specific requirements, see the

following sections

■ Convergence [page 12]

■ Communication Desktop (CDT) [page 11]

■ Calendar Integration with Microsoft Outlook [page 13]

■ Online Monitoring [page 14]

■ Reporting [page 15].

■ Additionally SAP Cloud for Sales and Service Integration [page 16] can be used with CDT or Convergence.

3.1 Communication Desktop (CDT)

Prerequisites

■ Software prerequisites: Microsoft Windows XP, Vista, or Windows 7 or 8* operating system; Internet

Explorer 7, 8, 9 or 10.

■ Make sure that there are no 3rd party Internet Explorer add-ons, such as Google toolbar, nor other

VoIP solutions, such as Skype, installed on the workstation. These 3rd party software can block

CDT from opening, or affect the sound quality.

■ Configure the Internet Explorer security settings as defined, and see also settings affecting the UI

appearance [page 28].

■ If client certificates are used for user authentication, or a trusted root is required for server

certificates, install the appropriate certificate on the client workstation. See the section Certificates

on Client Workstations [page 29].

* See Windows 8 limitations below.

Procedure

1. Install the terminal component on the client workstation. See the chapter Installation of BCM Terminal

Component [page 19].

2. Configure Microsoft Internet Explorer software:

■ Add the BCM website to the trusted sites. Use the address of the virtual unit where the Web

Clients package has been installed.


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■ Adjust the Internet Explorer security settings so that the system works but the maximum

security is ensured, see the chapter Internet Explorer Configuration [page 25].

3. Make sure that there are appropriate audio devices, and optionally a video camera installed on the

client workstation. See the chapter Installing Audio Devices and Video Cameras [page 33].

NOTE

Make sure that the power saving setting of the operating system does not turn the USB device

off when it is inactive (see the settings MyComputer > Properties > Hardware > Device

Manager > Universal Serial Bus controllers > USB Root Hub-Properties > Power

Management). If the settings are available in BIOS, make sure the USB legacy settings are

enabled and the USB mouse and keyboard are supported.

4. To start the CDT, browse to the virtual unit address where the Web Clients packages has been

installed, http://[Website VU/cdt, and enter username and password.

Additionally, it is possible to configure CDT to start automatically at user logon, see the chapter Auto-

Start [page 31].

Limitations with Windows 8

NOTE

CDT does not support Tiles (formerly also known as Metro mode) but Windows 8 Desktop only.

If you try to start CDT from Tiles, a message tells that it is not possible:

1. Click the Page tools button in the lower-right corner of the screen.

2. Select View on the desktop.

3.2 Convergence

If you have an earlier version of the Convergence, remove it with Start Control Panel Add and Remove

Programs .

Prerequisites

■ Microsoft Office 2007/2010, 32–bit

■ Microsoft .NET framework 4.0, 32–bit

■ Visual C++ Redistributable for Visual Studio 2012

■ Microsoft Office 2007/2010: Primary InteropAssemblies Redistributable

Make sure that there are appropriate audio devices installed on the client workstation. See the chapter

Installing Audio Devices and Video Cameras [page 33].

NOTE

Make sure that the power saving setting of the operating system does not turn the USB device off

when it is inactive (see the settings MyComputer > Properties > Hardware > Device Manager

> Universal Serial Bus controllers > USB Root Hub-Properties > Power Management).


3.2 Convergence

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If the settings are available in BIOS, make sure the USB legacy settings are enabled and the USB

mouse and keyboard are supported.

Procedure

1. Install the terminal_Core_7.0.X.XX.msi package. Install also required handset adapters. See the

chapter Installation of BCM Terminal Component [page 19].

2. To install the actual Convergence software, copy the convergence V2.msi package to an

appropriate directory, for example C:/SAP/BCM.

3. Double-click the convergence V2.msi package, and follow the instructions. When Convergence

is started for the first time, it asks the Host Address. Enter the address and port of the virtual unit

where the Web Clients package has been installed, for example <Website VU>:1080.

3.3 Calendar Integration with Microsoft Outlook

Prerequisites

The following software must be installed on each workstation where Calendar Integration with

Microsoft Outlook is going to be used:

■ Microsoft Outlook 2007 or 2010, 32–bit

■ Microsoft .net framework 4.0

■ Visual C++ Redistributable for Visual Studio 2012

■ Microsoft Office 2007/2010 (correspondingly): Primary InteropAssemblies Redistributable

Procedure

1. Install the terminal_Core_7.0.X.XX.msi package. If telephony functions are used from the same

workstation, install also the proxy component and possible required device adapters.

See the chapter Installation of BCM Terminal Component [page 19].

2. Install the BCMCalendarIntegration.msi package. Before installation remove any older version

of the software. To install on an individual workstation:

1. Close MS Outlook.

2. Copy the BCMCalendarIntegration.msi from the Client Workstation Components package

to an appropriate directory, for example C:/SAP/BCM.

3. Double-click the MSI package and follow the instructions.

3. Start the MS Outlook application.

■ If you have installed the application for the first time, when you open a calendar event in MS

Outlook, the dialog window prompts for the host address. Enter the website address and port

(the virtual unit where the Web Clients package has been installed), for example

1.2.3.4:1080.

■ When the server connection is found, the Logon window appears:

● Username: Enter the username configured for your BCM user account.


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● Password: Enter the password configured for your BCM user account.

● Choose Logon.

4. Restart the MS Outlook software.

3.4 Online Monitoring

Prerequisites

■ Microsoft Windows XP, Vista, or Windows 7 or 8 operating system; Internet Explorer 7, 8, 9 or 10.

■ The Scalable Vector Graphics (SVG) plug-in is required for viewing certain reports of the BCM

Online Monitoring application.

● For IE versions 8.0 and earlier, download the plug-in from the Adobe web site. You may need

to restart your browser before viewing SVG graphics.

● IE versions 9.0 and 10 include a SVG viewer, and no separate installation is required, but to

enable the viewer, make sure that the monitoring site is not in the compatibility mode. Most

cases can be corrected by choosing in IE Tools Compatibility View Settings , and remove the

selection Display Intranet Sites in Compatibility View.

■ Make sure that the mctabuff component is installed on the computer, see Installation of BCM Terminal

Components [page 19].

■ The user must have appropriate access right defined in System Configurator. Rights can be defined

either directly for a user, or indirectly for a role or a group. The following ones are used in Online

Monitoring:

● Statistics Summary: This option means that a user can see aggregated summary statistics for agents

and queues, such as how many calls agents are handled today, or how many calls has arrived

to queue today.

● Statistics Detail: This option means that a user can see detailed statistics for agents and queues,

such as the Contact View. Summary rights are included in these rights.

● Supervisor-Related rights. They enable supervising other agents with Supervising Tools.

■ See also the settings affecting the UI appearance [page 28].

Procedure

1. To start the Online Monitoring, browse to the [Website VU]/monitor (address of the virtual unit

where the Monitoring Web Client has been installed).

or

1. Choose in CDT File Online Monitoring (if the link is enabled by administrator in System

Configurator).

NOTE

Online Monitoring does not support Tiles (formerly also known as Metro mode) but only Desktop

in Windows 8.


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If you try to start Online Monitoring from Tiles, a message tells that it is not possible:

1. Click the Page tools button in the lower-right corner of the screen.

2. Select View on the desktop.

3.5 Reporting

Prerequisites

NOTE

Rights to view reports cannot be defined in the System Configurator for a BCM user account, but

they are defined for a Windows user account in Windows and SQL Reporting Services tools. For

more specific role definitions, see instructions in the SAP BCM Operation Guide.

You must have appropriate role defined for your Windows user account.

To define the role:

1. Browse (with administrator rights) to [Reporting VU]/reports address

2. Choose Folder Settings Security New Role Assignment .

3. Enter the user or group name.

4. Choose an appropriate role.

5. Choose OK.

Procedure

1. Start the Internet Explorer and browse the page [address of Reporting website]/reports.

2. To open the set of reports, click the appropriate folder. The folder name is defined during

installation. If several time zones are configured to the system, the folders of other zones can be

found on this same site.

3. BCM language selection does not effect Reporting but it follows the Internet Explorer (IE) language.

To change the language, define it in IE Tools Internet Options Languages . Note the following

exception:

■ If the chosen IE language is not supported by BCM, English is used. The list of supported

languages is available in Communications Desktop application’s Settings view.

■ Language selection does not effect the Reporting Services -related items above the actual

report, such as search parameters and the View Report button. They follow the language option

used in the Microsoft SQL Server software. If the IE language is not supported by the SQL

software, the installation language is used.

■ Only the reports are available in different languages; the items saved in the database and

displayed in the reports, such as Outbound campaign comments, are available as they are

entered in the database.


3.5 Reporting

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3.6 SAP Cloud for Sales and Service Integration

Communication Desktop (CDT) and Convergence can be integrated with SAP Cloud for Sales and

Service user interfaces (later called as SAP CRM Cloud UI). Integration covers the voice channel (direct

and queue calls): it displays customer data along with incoming call, based on the caller number, called

number, or call attached data collected, for example, by a SAP BCM IVR application, and enables calling

a customer using the click-to-call on CRM data of SAP CRM OnDemand. Call handling, such as

answering, transferring and hanging up, takes place in CDT or Convergence.

Prerequisites

■ Appropriate terminal components have been installed on the workstation for CDT or

Convergence, see corresponding chapters in Taking SAP BCM End-User Applications into Use [page 11].

■ You have access to BCM Install Media folder, for example ..\Install\7.0.6.0\Client

Workstation Components subfolder, and SAP CRM OnDemand software delivery package.

Procedure

NOTE

Install components in the following order, especially the SAP CRM CTI Adaptor must be installed

before the SAP BCM Connector for SAP CRM Cloud.

1. For CDT users only: Install SAP BCM ClientCom for SAP CRM Cloud (clientcom.msi) on the

workstation. The package is available in Install Media\Client Workstation Components\SAP

CRM Cloud Integration Components subfolder. Note that this SAP BCM ClientCom for SAP CRM

Cloud provides the same ClientCom interface as does the mctabuff.msi package but it is especially

designed for SAP CRM Cloud integration. If you have previously installed ClientCom interface

using mctabuff.msi, remove first the ClientCom component from the workstation with Control

Panel, and then install SAP BCM ClientCom for SAP CRM Cloud.

2. Install SAP CRM CTI Adaptor (SAPCODCTIClientAdapterSetup.exe) for inbound call’s screen

pop-up integration. The package is available in SAP CRM OnDemand software delivery.

3. Install SAP BCM Connector for SAP CRM Cloud (SAPBCMCloudConnector.msi) for click-to-call

integration. Make sure that the same folder is used for installing the connector as is used for

installing SAPCODCTIClientAdapterSetup.exe (the default folder).

Configuring in System Configurator

To activate the integration for the users who need it:

1. In System Configurator, choose User and Role Management User Settings Template .

2. Open an existing template, or create a new one, and assign the integration users to it.

3. Choose the block SAP Cloud for Sales and Service Integration and enter one or both of the following:

■ To pop up the SAP CRM OnDemand screen with incoming direct (personal) calls, enter the

http://localhost:<xxxxx>/?CID=<yyyy> in the field URL for Direct Calls, where <xxxxx> is



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the port of the local host of your system, by default 36729, and <yyyy> is the identification

code, for BCM, the current value is BCM1234.

■ To pop up the SAP CRM OnDemand screen with incoming queue calls, enter the http://

localhost:<xxxxx>/?CID=<yyyy> in the field URL for Queue Calls, where <xxxxx> is the port of

the local host of your system, by default 36729, and <yyyy> is the identification code, for BCM

the current value is BCM1234.

With an incoming call, following data is pushed from CDT or Convergence to SAP CRM OnDemand:

■ CID: Identification code value. With SAP BCM integration, this value is BCM1234.

■ DNIS: Dialed Number Identification Service

■ ANI: Telephone number of the caller

■ ExternalReferenceID: Call ID

Additionally, if there are any call attached data custom parameter values (for example, via a Customer

Recognition IVR application), they are included as such at the end of the URL.

Using SAP Cloud for Customer Integration

1. Start the SAP Cloud for Customer CTI Client Adapter in the mode “run as administrator”. For

more information, contact SAP CRM Cloud support.

2. Log on to SAP CRM OnDemand /Cloud UI.

3. Log on to CDT or Convergence.

After that, the customer information shall pop up upon incoming direct and/or queue calls depending

on the System Configurator configuration above.

The user can also click a phone number shown as a link in SAP CRM Cloud UI to use the click-to-call

function.

Note that SAP CRM OnDemand /Cloud user interface does not provide any call handling controls,

such as answering, transferring, consulting, hanging up, and handling conferences, so the calls must

be handled in CDT or Convergence.



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4 Installation of BCM Terminal Components

The terminal components must be installed on each client workstation from MSI packages, they are

not downloaded automatically. MSI packages can be found in the Client Workstation Components folder of

the BCM installation path.

NOTE

We recommend installing separate terminal components (terminal_Core, terminal_Proxy, and

possible device adaptors) instead of the complete terminal package (terminal.msi) because that

lessens work in updates, and makes the system more flexible.

Use complete terminal package only for demonstration and testing purposes.

NOTE

Install the terminal_Proxy.msi and terminal_Core.msi packages before installing the device

adaptors.

NOTE

In SP06 and later, you can install all or some of the available device adaptors

(terminal_HS_xxx.msi) on all workstations. If you install more than one device adaptor, make

sure you install also the terminal_HS_USBHS.msi file for it loads and reads the handset.ini file

and obtains information on which adaptor to use with which device. In earlier versions we

recommend installing only the adaptor specific to the handset used.

Install MSI packages so that CDT or any other phone client component is not running while you do

it, restarting the computer is not required. To see other options for msi package installation, run the .msi

in the command line with the parameter /?.

The following terminal components are available:

BCM Client Terminal Components

Terminal Component Description Note

terminal_Proxy.msi The client end service that communicates with the CDT application.

Works as a proxy between the terminal core component and the user interface. CDT requires that terminal_Proxy is installed.

NOTE

7.0 proxy can be used with 6.0 core, but not vice versa. Install


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Terminal Component Description NoteProxy before other terminal components.

terminal_Core_ 7.0.x.x.msi Actual terminal component. CDT requires that also terminal_Proxy is installed; Convergence and Calendar Integration work with terminal_Core alone. Several core component versions can be on the workstation simultaneously, the software uses always the newest one, unless a specific version is defined in IA in the Web Client installation.

terminal_HS_xxx.msi Device adaptor for the xxx handset. Requires that terminal_Core component is installed already, and if CDT is to be used, also terminal_Proxy.

terminal.msi Complete package that includes all terminal_ packages listed above.

This package cannot be delivered with a group policy, it must be installed on each client workstation separately.

mctabuff.msi Installs SAP BCM ClientCom, a ClientCOM ActiveX component required for Online Monitoring and telephony integration with third parties.

Not included in the complete terminal package.

NOTE

Use only one ClientCOM ActiveX component on a workstation. If you install SAP BCM ClientCom for SAP CRM Cloud, remove this one before installation.

wvp.msi Video ActiveX component of CDT. Enables sending and receiving video stream.


BCMCalendar Integration.msi Outlook Calendar Integration component.

Requires that terminal_core is installed.

Convergence V2.msi Installs Convergence component. Requires that terminal_core is installed, and possible handset drivers if a handset is used.

clientcom.msi Installs SAP BCM ClientCom for SAP CRM Cloud, that is a ClientCOM ActiveX component specially designed for SAP CRM Cloud UI integration.


NOTE

Use only one ClientCOM ActiveX component on a workstation. If you install this, remove the one installed from mctabuff.msi before installation.


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Terminal Component Description NoteAdded in SP06

To install terminal components, see the following topics:

NOTE

Make sure that the prerequisites defined for each application are installed before installing the

client workstation components.

■ Installing BCM Terminal on One Workstation [page 21] for one user

■ Installing BCM Terminal with a Group Policy [page 22] for several users.

■ Using Different BCM Versions on Same Workstation [page 22] for installing both BCM 6.0 and 7.0 terminal

components.

4.1 Installing BCM Terminal on One Workstation

Install only one terminal_Proxy on a workstation.

7.0 terminal_Proxy can be used with 6.0, but not vice versa, see Using Different Versions on Same Workstation

[page 22].

Procedure

Installing Separate Terminal Components

We recommend installing separate components

1. Double-click the terminal_Proxy.msi package.

2. Double-click the terminal_Core.msi package.

■ If a handset is used, install the driver: double-click the desired one of handset driver packages.

■ If the agent will use video calls, double-click the wvp.msi package to install the video component.

■ If the agent uses Online Monitoring or needs link to the third party telephony applications, double-

click the mctabuff.msi package.

Installing Complete Terminal Package

Install complete package only for testing or demonstration purposes:

1. Double-click the terminal.msi package.

2. The setup wizard starts. Choose Next.

3. Choose one of the options

■ Complete: Installs all terminal components (core, proxy, and all drivers), except MCTABuff,

WVP, Calendar Integration and Convergence packages.

■ Typical: Installs proxy and core components. These two are mandatory for CDT.

■ Custom: You can select which of the components are installed, for example, only one of the

handset drivers.


4.1 Installing BCM Terminal on One Workstation

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■ Choose Next and Install.

4. Install the MCTABuff, WVP, Calendar Integration and Convergence components from their own

MSI packages, if required.

4.2 Installing BCM Terminal Components with Group Policies

NOTE

The complete terminal package terminal.msi cannot be delivered with a group policy. Use

specific terminal components instead, see requirements for each application in the chapter Taking

BCM End-User Applications into Use [page 11].

With the following procedure you enforce that the package is installed on all workstations of the

organizational unit when the client logs on:

Procedure

On the Active Directory server with the Active Directory Users and Computers tool:

1. Start Group Policy Object Editor Computer Configuration Software Installation .

2. Browse the BCM software installation directory and the folder Client Workstation Components for the

MSI packages, the default address is C:\SAP\BCM\Install\7.0.x.x\Client Workstation Components\contents.

The directory is created during installation process, make sure you are authenticated to access it.

3. Choose one MSI package from the list. You can deploy several packages at a time, but to select the

right options for each package, we recommend deploying one package at a time.

4. Choose the Deployment tab and the following options:

■ Deployment type: Assigned.

■ Install this application at logon: Choose.

■ Installation user interface options: Basic.

5. Choose OK.

6. If the package you are installing has already been installed on the workstation with a group policy,

select the Upgrades tab.

■ Select the option Uninstall the existing package, then install the upgrade package.

■ Choose OK.

4.3 Using Different BCM Versions on Same Workstation

To use BCM 6.0 and 7.0 versions on the same workstation, install the 7.0 version

terminal_proxy.msi and then corresponding terminal_core components.

After initial installation, when a new version of the terminal_Core component is published, you can

add the new one and not remove the previous one.


4.2 Installing BCM Terminal Components with Group Policies

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Prerequisites

■ Do not use complete terminal packages.

■ Install only one terminal_Proxy on a workstation.

■ 7.0 terminal_Proxy can be used with 6.0, but not vice versa.

Procedure

Installing terminal components:

1. Remove all BCM 6.0 terminals, and also complete sets of BCM 7.0 terminal (installations of

terminal.msi).

2. Install BCM 7.0 terminal_proxy.msi.

3. Install BCM 7.0 terminal_core.msi.

4. Install possible required handset drivers.

5. Install BCM 6.0 terminal_core.msi.

Defining the terminal version (if several 7.0 Core components are installed):

■ The software uses the newest version of terminal_core.msi available for each main version, unless

the specific version is defined.

■ To define the terminal version to be other than the newest one, start the Infrastructure

Administrator, choose Deployment mode, the Website VU installation, and Web Clients package

parameter Client Terminal Component Version, and enter the version number. The defined

version is used in all client workstations of the BCM system.


4.3 Using Different BCM Versions on Same Workstation

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5 Internet Explorer Configuration

Some BCM applications require that the Microsoft Internet Explorer software is installed on the

workstation, and its security settings are set accordingly. See specific requirements in section Taking SAP

BCM End-User Applications into Use [page 11].

NOTE

Make sure that there are no 3rd party Internet Explorer add-ons, such as Google toolbar, nor

other VoIP solutions, such as Skype, installed on the workstation. These 3rd party software can

block your BCM application, or affect the sound quality.

NOTE

Delete Internet Explorer temporary files regularly, and always when upgrading the BCM system,

with Internet options Delete . Accumulated temporary files may impair BCM functions, such as

CDT Diagnostic View.

■ To define the security settings with a group policy, see the section Configuring IE Security Settings with

Group Policies [page 25].

■ To define individual security settings, see the section Configuring IE Security Settings on One Workstation

[page 26].

■ Some settings in IE affect the appearance of applications, see the section Appearance of User Interfaces

in Internet Explorer [page 28].

■ Some malware protection programs may prevent BCM software from running properly. For

workarounds, see the section Interference from Malware Protection Programs [page 28].

5.1 Configuring IE Security Settings with Group Policies

Define the settings with the Group Policy Object Editor software on the Active Director server.

NOTE

The following procedure is supported at least on the Internet Explorer 6.0. Configure the IE 7.0,

8.0, 9.0 and 10.0 settings individually on each workstation, or follow the basic principle of the

procedure below.

Procedure

1. First create a Trusted Sites Zone template.


5.1 Configuring IE Security Settings with Group Policies

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1. Choose User Configuration Administrative templates Windows components Internet Explorer Internet

Control Pane Security Page .

2. Double-click the option Trusted Site Zone Template.

3. Click the Enable button.

4. Choose the security level Medium.

5. Choose the option Site to Zone Assignment List Properties.

6. Choose the Enabled option.

7. Click the Show button. The dialog window appears.

8. Click the Add button and add the Website address or name to the Value Name list and 2 to the

Value list. The value 2 defines that the site is a trusted site. 2. Then adjust the actual security settings:

1. Select the Trusted Sites Zone template you created above.

2. Change the settings that prevent the application from working, see the settings on the one

workstation procedure.

3. After adjusting settings, remember to Refresh policies to deploy them to the selected

organizational unit.

5.2 Configuring IE Security Settings on One Workstation

Set the following security settings in the Internet Explorer software.

NOTE

These settings are different in BCM 6.0 and 7.0. If you use your workstation also for 6.0 version,

see the 6.0 guide for settings.

Procedure

1. Choose Tools Internet Options Security Trusted sites .

2. Add the site to the trusted sites:

1. Choose Sites.

2. If HTTPS is not in use in the BCM Website, remove the selection from the Require server verification

(https:) for all sites in this zone option before adding new sites to the list.

3. Add the address of the virtual unit where the Web Clients package is installed (called Website

VU in the default naming), and choose OK to return to the Internet options dialog window. For

viewing reports, add the address of the virtual unit where the Standard Reports package is

installed

3. Define security settings:

1. Choose again the Trusted sites option and Custom level to set the custom security settings.

2. Reset the settings to the Medium level and then set the following individual settings as required

for each IE version.



26/44 PUBLIC 2018-12-12

4. To view Reporting, allow Access data sources across domains in the security settings.

NOTE

Defining other settings may cause malfunction. For example, if the setting ActiveX controls and plug-

ins: Only allow approved domains to use ActiveX without prompt is enabled, CDT may not start.

Internet Explorer 8.0, 9.0, and 10

The following settings are the minimum changes required to the Medium level of the Internet Explorer

security settings for the BCM system to work properly:

■ ActiveX controls and plug-ins

● Automatic prompting for ActiveX controls: Enable.

● Initialize and script ActiveX controls not marked as safe for scripting: Enable.

■ Miscellaneous

● Allow script-initated windows without size or position constrains: Enable.

● Use SmartScreen Filter: Disable.

● Use Pop-up Blocker: Disable.

■ User Authentication

● Choose Automatic logon with current user name and password. This setting is required if the system servers

and workstations are located in different domains.

NOTE

Only in IE 9.0 and 10: To enable the use of built-in SVG viewer for viewing data graphs in the

Summary view of Online Monitoring, choose Tools Compatibility View Settings , and remove the

selection Display Intranet Sites in Compatibility View.

Internet Explorer 7.0

The following settings are the minimum changes required to the Medium level of the Internet Explorer

7.0 version security settings for the BCM system to work properly:

■ ActiveX controls and plug-ins

● Automatic prompting for ActiveX controls: Enable.

● Initialize and script ActiveX controls not marked as safe for scripting: Enable.

■ Miscellaneous

● Use Phishing filter: Disable.

● Use Pop-up Blocker: Disable.

■ User Authentication

● Choose Automatic logon with current name and password. This setting is required if the system servers

and workstations are located in different domains.



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5.3 Appearance of User Interfaces in Internet Explorer

Settings in Microsoft Windows and Internet Explorer affect the appearance of IE applications such as

CDT, Online Monitoring, and Reporting. If the UI does not appear as it should, for example, the screen

is displayed only partially, or the menu bar is missing, check the following or corresponding settings:

■ Theme: Control Panel Appearance and Personalization Personalization Theme : We recommend

using the Windows Basic or Windows Classic theme.

■ Size of text: Control Panel Appearance and Personalization Display : Size of text Use the default settings

(the option Smaller), or in Set custom text size (DPI) use 100 % of the normal size, that refers to 96 DPI.

■ IE text size: Choose Tools Zoom and 100%. Alternatively, to adjust the text size, place the

cursor on the application UI, press CTRL and scroll with the mouse scroll button, or press CTRL

and plus (+) or minus (-) keys.

■ Tabbed browsing: If you use tabbed browsing, choose in Tools Internet Options Tabs

Settings either the option Always open pop-ups in a new window or Let Internet Explorer decide how pop-ups

should open. Do NOT use the option Always open pop-ups in a new tab.

5.4 Interference from Malware Protection Programs

Some malware protecting programs, such as Microsoft Security Essentials (MSSE) or Microsoft

Forefront endpoint protection, may impair CDT or Convergence functions by reserving too much

CPU capacity. The following work-arounds have been found to be useful:

■ Exclude c:\users\*\appdata\local\temp\cdt*.log from scanning.

■ Optionally exclude the following files from scanning:

● c:\users\*\appdata\local\temp\cdt*.txt

● c:\users\*\appdata\local\temp\bcm*.txt

● c:\users\*\appdata\local\temp\mct*.txt

● c:\users\*\appdata\local\temp\auth*.txt

■ Exclude iexplore.exe from scanning.


5.3 Appearance of User Interfaces in Internet Explorer

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6 Certificates on Client Workstations

Install certificates on client workstations in the following occasions:

■ When a type x.509 certificate, such as SAP Single Sign-On, is used for user authentication, see Using

Client Certificates for User Authentication [page 29].

■ If a self-signed certificate (not issued by a public Certificate Authority, CA) is used for encrypting

the client-server connection, a CA certificate of the issuer must be installed on the client

workstation as well, see Providing Trusted Root for Server Certificate [page 29].

■ To make sure that the certificate is installed on the workstation, see Checking Certificates Installed on

Workstation [page 30].

6.1 Using Client Certificates for User Authentication

The client certificate(s) of the type x.509, such as SAP Single Sign-On, can be used for user authentication

at the BCM 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

1. 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 private certificate server, see the step 3 as well.

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

authentication.

3. If you are using a self-signed certificate, the CA certificate must be installed on all servers where

the Connection Server (CoS) package may have an instance.

6.2 Providing Trusted Root for Server Certificates

If a server certificate, such as the one on Connection Server (CoS), is issued by a trusted public

Certification Authority (CA), the browser on the client workstation accepts the server certificate

automatically. If the certificate is created with a non-trusted CA, a corresponding certificate must be

installed on each client workstation. Ask for the CA certificate from the CA, or from your local

certificate server administrator.


6.1 Using Client Certificates for User Authentication

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Procedure

1. Copy the CA certificate on the desktop.

2. Double-click the certificate and choose the option Install Certificate.

Or, if you are using the Vista operating system,

■ Choose Tools Internet Options Content Certificates .

■ Choose Import and browse the certificate you copied.

■ Select the Show physical stores check box, and expand Trusted Root Certification Authority Local

Computer .

6.3 Checking Certificates Installed on Workstation

Procedure

To make sure that the certificate is installed on the workstation:

1. Start Internet Explorer software .

2. Choose Tools Internet Options Content Certificates .

3. Choose the appropriate tab, for example the CA certificate should be found in the Trusted Root

Certification Authorities tab.


6.3 Checking Certificates Installed on Workstation

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7 Auto-Start

Communication Desktop (CDT) can be started automatically at the user logon. See either Configuring

Auto-Start with Group Policies [page 31], or Configuring Auto-Start on One Workstation [page 31].

7.1 Configuring Auto-Start with Group Policies

Procedure

1. Select the desired group policy object or create a new one.

2. Edit the object with Group Policy Object Editor software. Navigate to the User Configuration

Administrative Templates System Logon Run these programs at user logon .

3. Choose Enabled and Show...

4. Choose Add... and enter the text C:\Program Files\Internet Explorer\iexplore.exe"

http://[Website VU]/cdt with the address of the virtual unit where the Web Clients package has

been installed in your system.

NOTE

If the MS Windows software is not installed on the C drive, change the location of Internet

Explorer executable C:\Program Files\Internet Explorer\iexplore.exe accordingly.

5. Choose OK until you can close the editor.

7.2 Configuring Auto-Start on One Workstation

You can configure the CDT application to start automatically when you log on into your workstation

either by Defining a Local Computer Policy, or Adding CDT to Startup Folder.

Procedure

Defining Local Computer Policy

1. Create a local computer policy:

■ Choose Start Run .

■ Enter gpedit.msc.

■ Choose OK.

2. Navigate to User Configuration Administrative Templates System Logon Run these programs at user .

3. Choose Enabled and Show.

7 Auto-Start

7.1 Configuring Auto-Start with Group Policies

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4. ChooseAdd button and enter the text C:\Program Files\Internet Explorer\iexplore.exe" http://[Website VU]/

cdt with the address of the virtual unit where the Web Clients package is installed in your system.

NOTE

If the MS Windows software is not installed on the C drive, enter the location of the IE

executable instead of C:\Program Files\Internet Explorer\iexplore.exe accordingly.

5. Choose OK.

6. Choose more OK buttons until you can close the editor.

Adding CDT to Startup Folder

1. Right-click Start in the MS Windows operating system, and choose Open.

2. Choose File New Shortcut .

3. In the Create Shortcut form, enter the http://[Website VU]/cdt and choose Next. Use the address of the

virtual unit where the Web Clients package is installed in your system.

4. Enter the shortcut name, for example CDT, and choose Finish.

5. Close the Startup folder.

7 Auto-Start

7.2 Configuring Auto-Start on One Workstation

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8 Installing Audio Devices and Video Cameras

NOTE

Make sure that the power saving setting of the operating system does not turn the USB device off

when it is inactive (see the settings MyComputer > Properties > Hardware > Device Manager

> Universal Serial Bus controllers > USB Root Hub-Properties > Power Management). If the settings are available in BIOS, make sure the USB legacy settings are enabled, and the USB

mouse and keyboard are supported.

Audio Devices

Typically clients make phone calls with USB sound devices. The sound device, such as a headset, should

be set automatically for the default audio device but if problems occur, check the following settings:

In the workstation operating system:

1. Choose Start Control Panel Sounds and Audio Devices Audio .

2. Choose the USB device option for both Sound playback and Sound recording.

In the CDT application:

1. Choose Tools Settings Phone Audio

2. Choose the USB device option for the Audio and Ringing tone options from the drop-down menu.

Video Cameras

NOTE

Using video camera requires that the wvp.msi package is installed on the workstation. Install it as

other terminal components either with a group policy or individually on each workstation, see

Installation of BCM Terminal Component [page 19]

Install the video camera according to the instructions of the camera manufacturer before starting the

CDT session. The supported camera models are listed in BCM Compatibility List.

8 Installing Audio Devices and Video Cameras

2018-12-12 PUBLIC 33/44

9 Calls Recorded at Client Workstations

A CDT user can record calls if the administrator has enabled it. Also the supervising functions of the

CDT and Online Monitoring applications include call recording functions. Recordings are saved either

on the client workstation, or on a shared recording directory of a server as configured in the System

Configurator. If the Server-Side Recording function is in use, calls are always recorded on the server.

The directory used for recording is defined in the CDT, choose Tools Settings Phone General .

Directories are used with the following rules:

■ If the workstation-specific directory is not defined, the shared directory is used.

■ If neither the shared nor workstation-specific directory is defined, the C:\\ value is used.

■ If the path that is entered does not exist, the application cannot record calls.

■ The names of the recording files are named either REC_[callguid].wav, or SUPERVISOR__

[callguid].WAV.

■ Recorded calls can be listened to in the CDT call history. See the CDT application help for more

information.

9 Calls Recorded at Client Workstations

2018-12-12 PUBLIC 35/44

10 Log Files Saved on Client Workstations

Following log files are saved on the client workstation in the current temporary %temp% path and

registered in the UTC time. You can view the files with a text editor.

10.1 CDT Logs

The CDT log file is named CDT_YYYYMMDD.log.

By default, the log level is None (0), no log is written. If another log level is used, the log files are written

for each day. Writing logs slightly increases the client workstation CPU load, thus we recommend using

low levels in normal use, and reserving 4 and 5 to error situations only. The following levels are available:

■ 0 – None: No log file is created, the default value.

■ 1 – Low: Log file is created with the following data

● CDT start and close information.

● Terminal commands received from user interface.

■ 2 – Medium: Log file is created with the following data in addition to the lower level

● Terminal events received from CEM and sent to user interface.

■ 3 – High: Log file is created with the following data in addition to the lower level

● Terminal events that reached user interface.

■ 4 – Tracing: Log file is created with the following data in addition to the lower level

● Opening, closing, and messages passed in audio device, RTP, and secure channels.

■ 5 – Debugging: Log file is created with the all information available

Changing Log Level

The log level can be changed in the System Configurator for the entire system in General Settings Log

Level , or at the each client workstation in the following way:

1. In the CDT, choose Tools Settings .

2. Double-click the lower left corner of the dialog window.

3. Choose the level from the drop-down menu. The log level is applied immediately.

Setting Log Level with URL Parameter

You can also start CDT so that the URL includes a startup parameter that sets the log level. With this

method, you can set logging on right from the CDT start. For example, http://1.2.3.4:1080/cdt?

arg=loglevel=5. For more information on startup parameters, see the CDT help in http://


10.1 CDT Logs

2018-12-12 PUBLIC 37/44

http://help.sap.com/saphelp_bcm70/helpdata/en/15/58751ac4e44fd2952e4d82f9201714/frameset.htm

help.sap.com/saphelp_bcm70/helpdata/en/15/58751ac4e44fd2952e4d82f9201714/

frameset.htm.

10.2 Convergence Logs

Convergence creates a log file named BCM_Convergence_YYYYMMDD_hhmmss.log. By default, the log

level is Off, no log is written. If another log level is used, the log files are written for each day. Writing

logs slightly increases the client workstation CPU load, thus we recommend using low levels in normal

use, and reserving higher levels for error situations only.

To set the log level, click the (Settings) icon and choose Log Level.

10.3 Terminal Logs

The Terminal process log follows the log level setting of the CDT, see CDT Logs [page 37]. By default,

the log level is None (0), no log is written. The other available levels are 1 = error, 2 = warning, 3 = info,

such as all CDT – Terminal messages, 4 = trace, and 5 = debug

There are two different log files:

■ BCMUI_*: The log describes the communication between user interface and the ActiveX proxy..

■ BCM_* = Terminal log

By default, the terminal logs are saved for two days. The time can be configured in the System

Configurator User and Role Management CDT Personalization .

10.4 ClientCOM Component Log

ClientCOM ActiveX component MCTABUF writes log of the ClientCOM interface implementation

process, the log file contains messages (commands and events) between ClientCOM servers and clients.

The file name is MCTABUFN.TXT where N is a number from 0 to 7. The log files are saved for a week, then

the next file with same number replaces the previous one.

The beginning of the log file contains the executable path, version and date. Log entries have the

following syntax:

■ hh:mm:ss

■ Current thread id in hex.

■ Time difference from previous log line, in milliseconds or mm:ss or hhHmm or ddd D.

■ Sender of the message.

■ Message type:

● _CMD => Event

● _EVT => Command

The types are really that way as they are named from the CEM point of view.


10.2 Convergence Logs

38/44 PUBLIC 2018-12-12



■ Receiver of the message

■ Colon (:)

■ _CMD or _EVT contents (QueStats, CLIENT_REMOVED)

■ The number of messages in receiver queue.

■ The actual message.

There can also be Initialize and Destroy lines, where there are no sender or receiver, instead they

tell when a client or server has initialized itself with MCTABUFF, and when the connection has been

deleted.


10.4 ClientCOM Component Log

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A Reference

A.1 BCM Documents

BCM user interfaces, IA, SC, CDT, Convergence, Online Monitoring, and Reporting include

Application Help, that is opened from the Help button of the UI. Following guides are available at the

Service Marketplace.

SAP BCM Guides in Version 7.0

Guide Applicable to software life cycle Description

SAP BCM Compatibility List Implementation Lists compatible hardware items that can be used for building the infrastructure for the system.

SAP BCM Security Guide Implementation Describes security policies.

SAP BCM Master Guide Implementation Describes the functions and planning principles for the system.

SAP BCM Installation Guide Implementation Describes installation process.

SAP BCM Operation Guide Operation Describes required tasks during operation.

SAP BCM Client Workstation Installation Guide

Implementation, operation Describes tasks required at the client workstation to take the BCM system into use.

A Reference

A.1 BCM Documents

2018-12-12 PUBLIC 41/44

Typographic Conventions

Example Description

<Example> Angle brackets indicate that you replace these words or characters with appropriate entries to make entries in the system, for example, “Enter your <User Name>”.

Example Example

Arrows separating the parts of a navigation path, for example, menu options

Example Emphasized words or expressions

Example Words or characters that you enter in the system exactly as they appear in the documentation

http://www.sap.com Textual cross-references to an internet address

/example Quicklinks added to the internet address of a homepage to enable quick access to specific content on the Web

123456 Hyperlink to an SAP Note, for example, SAP Note 123456

Example ■ Words or characters quoted from the screen. These include field labels, screen titles, pushbutton labels, menu names, and menu options.

■ Cross-references to other documentation or published works

Example ■ Output on the screen following a user action, for example, messages ■ Source code or syntax quoted directly from a program ■ File and directory names and their paths, names of variables and parameters, and

names of installation, upgrade, and database tools

EXAMPLE Technical names of system objects. These include report names, program names, transaction codes, database table names, and key concepts of a programming language when they are surrounded by body text, for example, SELECT and INCLUDE

EXAMPLE Keys on the keyboard

42/44 PUBLIC 2018-12-12

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http://service.sap.com/~form/handler?_APP=01100107900000000342&_EVENT=REDIR&_NNUM=123456&_NLANG=en&_NVERS=0

SAP AGDietmar-Hopp-Allee 16

69190 WalldorfGermany

T +49/18 05/34 34 34F +49/18 05/34 34 20

www.sap.com

© Copyright 2013 SAP AG. 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 AG. The information contained herein may be changed without prior notice.Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. National product specifications may vary.These materials are provided by SAP AG and its affiliated companies (“SAP Group”) for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group 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.SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries.Please see http://www.sap.com/corporate-en/legal/copyright/index.epx#trademark for additional trademark information and notices.

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SAP AGDietmar-Hopp-Allee 1669190 WalldorfGermanyT +49/18 05/34 34 34F +49/18 05/34 34 20www.sap.com

© Copyright 2013 SAP AG. 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 AG. The information contained herein may be changed without prior notice.

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