SAP BCM - IVR Implementation

Hello,
I am setting up an IVR on SAP BCM, which will perform some queries in external database and verbalization of these values. From what I saw in the "SAP BCM - IVR Administration Guide" I need to use the EXTERNALDATA state and SOAP state for these queries. But the documentation is unclear and does not exemplify these settings with practical models. Do you have examples of these configurations?
Grateful,

Hello, Rahat.
It's quiet offtopic of this thread. But I'll try to answer your questions.
Very clear step-by-step example installataion is described in an installation guide at http://service.sap.com/instguides under SAP Solution Extensions -> SAP Business Communication Management (BCM) -> BCM 6.0. There is "6.0 SP9 Example Installation.pdf" file. It'll give you first steps and ideas how to deal with SAP BCM.
About VoIP expertise... Actually, SAP BCM works perfectly without any external VoIP stuff (e.g. gateways, SIP-phones etc). You can make internal calls from softphone to softphone. But there is no real benefits without at least one E1/T1/J1 external connection. So you need at least VoIP gateway. Which needs to be configured by someone. There are lots of vendors and models of these gateways. And SAP official documentation doesn't cover them. So this someone-man needs to know what is going on there. Also you should remember about troubleshooting.
So I'd say that for setting up SAP BCM from Basis point of view you do not need any VoIP expertise at all.
But to make it works in the right way you must have at least basic knowledge of VoIP technology. It's already project implementation scope, not installatione one.
Hope this will help you.

Similar Messages

  • SAP BCM IVR

    Hi Experts,
    I have a requirement to avoid messages being played more than once, when customers call the call center through SAP BCM - IVR.
    For example, a message should be displayed to the customer reg an upgrade in his status, say from Silver to Gold.
    This message should be played only once to the customer. This message should not be played again.
    For specific messages like Birthday messages, the message should be played once a year.
    Can you please help me out in determining whether this functionality is achievable and how to develop this.
    Thanks in advance.

    Hello, Razina.
    I'd suggest the following.
    Firstly, you need to keep somewhere information have you played this prompt to the customer or not yet. For me it's seems easier to keep it in SAP CRM (if you have it in a landscape and it's integrated with BCM) and make it available externally with a SOAP web service.
    So, when the customer calls IVR, there should be a SOAP state which will get an information from CRM about should the next prompt (birthday congratulation, notifaction, whatever) be played for him or not. Then there should be a DATACHECK state which actually makes a decision (the fork: play or skip playing).
    Other option is to store the information in some z-table on the SQL Server itself and with CUSTOM state read it from there.
    Hope this will help.

  • SAP BCM 6.0 IVR Reporting

    Hi everyone,
    One of our customer who still using SAP BCM 6.0 wants to report the IVR menu selections due to Governmental Regulations. Is it possible to report how many callers selected which IVR option within a specific period of time?
    Kind Regards

    Hello Huseyin,
    Yes, you can record in BCM database (ver. 6.0) some extra data collected in IVR using DATAWRITE state in your IVR application.
    For instance, you should add a DATAWRITE state after each option selected by your customer to insert this information to database. In DATAWRITE state configuration select "COMMON" as Category, "Insert call log detail" as Write Type and the value disiered.
    Remember that you can also use a CUSTOM state to record your extra data to some customer table if you want.
    Best Regards,
    Heber Olivar

  • SAP BCM 6 +7 // OpenSSL vulnerability "Heartbleed"

    Hi All,
    Information on SAP BCM and Heartbleed:
    The Heartbleed vulnerability in OpenSSL (CVE-2014-0160) has received a significant amount of attention recently. While the discovered issue is specific to OpenSSL, customers might be wondering whether this affects SAP BCM product.
    SAP BCM is not using OpenSSL and thus is not affected by the OpenSSL vulnerability. All versions of SAP BCM are using Windows’ implementation of SSL/TLS (called Secure Channel, a.k.a. SChannel) which is not impacted.
    Regards,
    Jukka
    SAP BCM Team

    Hi Harish,
    First of all - a disclaimer... I am a BCM consultant, and my company is heavily involved in BCM implementations, and turn-key BCM solutions... so I'm not going to say that you "must" have a BCM consultant
    However, BCM implementation requires a different skillset from your typical Basis skillset. The most important thing is that the individual(s) implementing BCM has been trained by SAP and/or has previous experience - yes there are people out there with supurb skills that can figure anything out, and get it working... But getting the sizing, landscape and network right is extremely important so you also need access to someone with IP telephony skills/experience.
    You will also want your voice team to become comfortable with managing and administering BCM as things like maintaining skills, queues, schedules, prompts, capacity, routing, IVR, etc. usually fall in their domain.
    Hope that helps!
    Sincerely,
    Glenn
    Glenn Abel
    Covington Creative
    www.covingtoncreative.com

  • SAP BCM Telephony functionality

    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.
    Thanks
    Sonia

    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.
    2. You have some options for outbound scenarios, e.g.. use the CRM Call List functionality or use the built-in BCM preview dialer.
    3. Both BCM and CRM should be running in the workstation, and you can control telephony functions from CRM or BCM.
    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]
    Regards,
    Heber Olivar

  • SAP Strategy Management implementation :BOOK

    Dear Gurus,
    I have searched SAP Press and Amazon but didn't find a suitable book for SAP Strategy management implementation.
    Could you please mentioned a cook book or ISBN number or any help is appericiatble.
    I am looking for Business as well as technical detail.
    Thanks & Regards
    Arif.

    Qureshi,
    As previously mentioned, there isn't any books about Strategy Management implementation. There are three areas that seem to get the most attention, but as SSM is changing in features, functionality and connectivity, it's moving faster than anything that could be published. The best documentation on implementation of SSM is the guides available on the Service Marketplace. These are regularly updated, so you always have access to the latest information.
    1) PAS - You build your multi-dimensional models in PAS. PAS has some amazing flexibility, especially how it handles time. Understanding how to use PAS seems to be a big challenge - as you can tell by the many questions on the Forum regarding models. There is no published book on PAS that I know of and even the PAS training in the SAP Education class is aimed as an overview. My suggestion here is at the very least try to take a SAP Education class on SSM that includes PAS training.
    2) Connectivity with SAP BW - Because of some fundamental differences between how PAS and BW deal with data, there is a tool - called the BICA - that SSM uses to harmonize BW and SSM data. There is a paper available on the EPM BPX on best practices with BICA.
    3) Wrangling KPIs - Strategy Management is about focusing on the essential areas of a business. Since this is YOUR business, your strategic objectives will be necessarily different - how else can you differentiate your products or services if you are doing everything the same as your competitors? This is not a situation of seeming how many more measures you can include, it's is trying to focus on doing those things that really are going to be game-changers for your organization.
    This business side aspect of Strategy Management is actually the area that will show the most success - and ROI - in the organization, although the typical focus is on the technical aspects of the application. Strategy Management continues to change the application to help address the different ways that people construct their organizational strategy and how they communicate it as well as monitor it. Do not underestimate the importance of the business side of this application.
    All three of these areas really strongly recommend Consulting Services. There are both SAP and 3rd Party consultants available for these areas. Why should you spend the money on a consultant?
    A) You will get implemented and running more quickly - less delays, less problems, more success. I have witnessed several projects where the organization wanted to DIY and faltered because there was no expertise on the team. Projects these days HAVE to be successful -right out of the gate - so get experienced help.
    B) Knowledge Transfer - There aren't any books and your boss isn't going to pay for a 5 day offsite training course. Bring in a consultant and work with them to learn what they do, how they do it, so you can become self-sufficient. It's much easier to build a consultant into a project budget than training. Although training is essential, I just never understand why executives neglect this important area.
    C) Personalized Help - The needs you have for your implementation and successful operation are going to be unique because it's going to revolve around your current technical architectural, your company's practices, as well as the structure of your organization. Having a consultant allows you to better use your time and the project's time by focusing on the needed areas and getting through the typical bumps that always accompany a new program's rollout.
    I am NOT a consultant, so I have no alterior motives. I DO want organizations to be successful with SSM implementations and from what I have witnessed the difference between success and merely muddling through is how willing the organization is to bring in either a SAP consultant or work with a knowledgable 3rd party consultant.

  • CTI - SAP CRM & SAP BCM: ANI does not work in SAP standard

    Hello Experts,
    our customer wants to work with a CTI in SAP CRM WebUI Role (Non IC; CEBP).
    For the CTI the SAP CRM 7.0 (on HANA) and SAP BCM where itegrated.
    We are using the Slim Communication Toolbar as recommended by SAP.
    The Problem ist that the ANI (Automatic Number Identification) does not work.
    The Callers Number is not identified. Function Module BUPA_SEARCH2 is not called.
    No Changes were made in this area. We are completely using the SAP standard.
    Has anybody experienced issues related to this one?
    It would be great if somebody could give me some help and/or information!
    Thank you!
    Kind Regards
    Martin Gaschk

    Hello Andrei,
    the issue was solved by SAP.
    The relevant startup component for ANI in the CMS integration profile (Tx CRM_IC_FW_PROF) was inactive:
    Component:
    BUSINESS PARTNER IDENTIFICATION
    Class:
    CL_CRM_IC_FW_BP_SEARCH_SRV
    Thanks for your support!
    Kind regards
    Martin

  • I would like to know the version or name of SAP that is implemented in real

    I would like to know the version or name of SAP that is implemented in real time?

    This is a very generic question and really depends on what you are implementing (modules).
    The history of the "R/3" is
    3.0D Basis 300
    3.0E Basis 300
    3.0F Basis 300
    3.1H Basis 310
    3.1I Basis 310
    4.0B Basis 400
    4.5B Basis 450
    4.6C Basis 460
    4.71 Basis 6.20
    4.72 Basis 6.20
    5.00 Basis 6.40 (ECC 5.0 - Enterprise Core components)
    6.00 Basis 7.00 (ECC 6.0) - actually in RampUp
    All of those have increased business functionality and interfaces to other systems (CRM, BW etc.)

  • SAP BCM swift/Bank response concerns

    Dear All,
    We are using SAP BCM: Bank Communication Management.
    We have assigned the external code to internal codes in BCM config. (Map External Status to Internal Status)
    Now our concern is is SAP BCM swift pack is going to read the file (Bank response)  Directory( AL11) ?
    If yes where we have to give the file path?
    Is Swift integration package is reed all bank file formats?
    Thanks in advance
    Regards,
    MS

    Following issues rectified in two ways OPBM4 and select the other variant against the bank and give the menu path or usally prograsm which comunicat with swift we mention in the path
    Shahzad

  • MM AFS document /Steps for SAP MM - AFS implementation

    Dear Friends & Consultants,
    Can you provide Information on <b>SAP R/3 implementation for AFS Industry Sector....</b>
    Documentation for Implementation of SAP R/3 MM module for AFS industry
    Pls kindly do the needful,
    Regards,
    Srinivas
    Message was edited by:
            sapsrin
    Message was edited by:
            sapsrin

    Have you checked the best practices. See if this helps.
    http://help.sap.com/bp_afsv1500/CP_AFS_DE/index.htm
    Also you can get the some config help from:
    http://help.sap.com/saphelp_afs50/helpdata/en/b2/53ae56cda511d2aca20000e829fbfe/frameset.htm

  • Do we need to install SAP Portal for implementation of ESS & MSS

    Hi All,
    We are implementing SAP (ECC 6.0) for one of our client, Due to some contractual limitations, we do not want to implement SAP portal though it is a part of standard delivery, I want to know that is it absolutely necessary to install and implement SAP portal for implementation of ESS & MSS.
    What i know and understand is that with the new architecture ESS & MSS can be deployed and accessed as a stand alone application on an internet browser by (Web dynpro client) without any need of enterprise portal. While ESS & MSS application can be hosted on Web application server.
    Please validate my understanding if it is correct, Also does the new Web dynpro based client support all the functionality and authorization related issues for ESS & MSS ??
    Regards
    Amit Ajmera

    Hi Amit,
    Yes, you can run ESS/MSS as WebDynpro application without having to deploy on Portal. However, the look and feel and user accessibility is much better when deployed as Portal page. For WebDynpro, you will still need to publish the individual URL link to application somewhere...
    Another point is that on portal you can deploy standard Business package specific to ESS and MSS which contains lots of readymade iviews/page/roles etc so it can reduce your development cost dramatically.
    But, at the end it all depends on your individual requirement and project scope.
    Cheers !!
    Satya.
    PS: Points always encourage me to reply...:-)

  • Is possible to Integrate SAP BCM with Third party?

    Hello Everyone,
    Some of you can tell me if Is possible to integrate SAP BCM with another solution IBM ITSM?
    The integration would also have the screen pop up the same or similar to SAP CRM.
    Thanks in advance.
    Best regards
    Rodrigo Lucas

    Hi Rodrigo,
    There is the ClientCOM interface!
    The interface is an application programming interface (API) to a softphone client Communication
    Desktop (CDT). This client application is based on the Microsoft Internet Explorer, and they can
    handle telephone calls by using the VoIP (Voice over Internet Protocol) technology.
    This interface defines a subset of the events and commands that are important to third-party
    developers. Currently it is used finding out who is calling, and making outbound calls, playing
    files to outbound callers.
    You can download ClientCOM interface document in SAP Marketplace.
    Best Regards,
    Heber Olivar

  • Prerequisites for SAP NW BPM implementation

    Hi All,
    Can you please let me know the prerequisites for SAP NW BPM implementation?
    Also,please let me know the phases in a SAP NW BPM implementation like requirement gathering and subsequent phases.
    Thanks in advance

    Hi,
    You can start with this document Step by Step Guide to SAP NetWeaver Business Process Management - Webinar Replay, and this simple example http://www.sdn.sap.com/irj/scn/go/portal/prtroot/docs/library/uuid/307336b8-098c-2d10-be9c-d41ae345f0ff?QuickLink=index&…
    Regards.

  • Question: appcnf_UI_use_rtp_beep parameter in SAP BCM 7.0

    Hi,
    Please help where can I find the parameter in the SAP BCM 7.0, which in SAP BCM 6.0 describes:
    appcnf_UI_use_rtp_beep
    Application-specific => For advanced use only. Defines whether the RTP start signal is in use. The signal indicates that the voice connection is open. 0 = no, 1 = yes. The default value is 1.
    Whether is there equivalent to this functionality in SAP BCM 7.0?
    Thanks in advance,
    Sebastian

    Hi
    In version 7.0 the appcnf_UI_use_rtp_beep parameter has been hardcoded to value 1.
    Thus, altering it would require you to customize the CDT code - please consider carefully before taking this approach.
    -Lasse

  • SAP note for implementing FM CONVERSION_EXIT_MATN2_OUTPUT

    Hello Experts,
    I need to implement the FM CONVERSION_EXIT_MATN2_OUTPUT ( + Conversion routine MATN2 ) in our SAP system version 4.7.  Can anyone tell me if there are any specific SAP note for implementing it. 
    Note: Our SAP system dont have DI software component.  I want to implement the FM without going for DI.
    Awaiting reply,
    Thanks,
    Balaji
    Edited by: Balaji on Jan 19, 2009 11:59 AM
    Edited by: Balaji on Jan 19, 2009 1:02 PM

    Thanks.

Maybe you are looking for