SAP BCM and VoIP technology

Hello Experts,
I just published an article on SDN about SAP BCM and VoIP technology. I believe it can be very helpful for those wishing to learn more about the SAP Contact Center solution and also for those who need a more technical detail about telecommunications.
[SAP BCM and VoIP Technology u2013 A Technical Overview|http://www.sdn.sap.com/irj/scn/index?rid=/library/uuid/30b8eca4-e42d-2d10-668a-fecca15cfbe9]
Hope you enjoy it!
Regards,
Heber Olivar

Hi,
did you find information about the integration of SAP BCM with CUCM? Thanks
Regards,
Alberto

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hi
i waana integrate, Microsoft Navision also called as
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Hi
check the below link for reference
download.microsoft.com/download/9/4/9/949C821A-FE2F-4A7D-A528-5FE485AF1FF3/nav_tech_wp_netweaver.doc
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Hi All,
I am new to SAP BCM and wanted to get more practical knowhow . I have gone through various documents and have few questions .
1. When we say BCM is VOIP enabled what exactly does this mean and what type of communication devices can be used by the customers in BCM scenario and how those are handled ?
2. What is the flow of process in case of outbound telephone call scenario ?
3. When we integrate SAP BCM with SAP CRM Webclient , then which toolbar appears ? Do we see tololbar created in CRM as well as softphone from SAPBCM ?
could someone please share real time document prepared during the implementation that will be really helpful or if there are already lins available which give the detailed knowledge woul dbe really very helpfull.
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Hi Sonia,
Some answers for your questions below:
1. VoIP-enabled means that BCM is a complete solution for contact center and besides CTI features, SAP BCM also handles all voice traffic in the contact center (telecom product category is IPCC, IP Contact Center). To implement SAP BCM you need some 3rd party devices known as VoIP Gateways (to connect with PSTN) and VoIP Terminals if you don't want to use the SAP BCM softphone called CDT (Communication Desktop). The softphone CDT is the better feature and cost option.
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For a VoIP technology overview you can check my SDN Article:
[SAP BCM AND VOIP TECHNOLOGY u2013 A TECHNICAL OVERVIEW|http://www.sdn.sap.com/irj/scn/index?rid=/library/uuid/30b8eca4-e42d-2d10-668a-fecca15cfbe9]
For installation procedure check the BCM documentation available in service.sap.com:
[SAP BCM - Example Installation|https://websmp208.sap-ag.de/~sapdownload/011000358700000138292009E/6SP8_Example_installation.pdf]
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http://www.t2b.ch/Flyers/t2b%20SAP%20Xi%20Flyer.pdf
SAP Exchange Infrastructure (BC-XI)
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webMethods for SAP
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http://help.sap.com/saphelp_srm30/helpdata/en/72/0fe1385bed2815e10000000a114084/content.htm
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SAP BCM and VoIP technology

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