SAP BCM onhold message

Hi,
I managed to replace an on hold message on SAP BCM sc but the new message does not play when an Agent place a customer on hold its only beeps. Please assist as I'm new to SAP BCM.
Regards,
Sipho Rooi

Hi Petrus,
The only time you may have to restart the server is after you install the CHAT server using the Infrastructure Administrator. Otherwise no reboots are required. If you are receiving a beep instead of the music on hold then it is most likely that you SIP trunk or H.323 connection is taking over the hold when it receives the Hold message. Have you tried on-hold from a CDT to CDT to see if you get your on-hold music? If you do then you will need to evaluate your connection to the PSTN to see what is happening there.
What type of schedule did you use to apply the hold music? Did you apply it against the entire contact center?
Thanks and hope this helps,
Marcus

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 Prompts

Hello
Does On-Hold messages have a Multi-step audio prompts functionality on SAP BCM 7.0 sp:4
We wanted to play different audio's while on-hold.
regards,
Sipho Rooi

Hi Petrus,
Prompt type 'On Hold Message' only allows for a single step in SP4
As a suggestion we got around this by editing the different messages into a single audio file and then loading that. It's not as flexible as the multi-step but it meet the need.
Maybe there's some other ways it could be achieved.
Hope that helps
Karl

Com.sap.engine.interfaces.messaging.api.exception.MessagingException: java.lang.NullPointerException in sap pi

Hi all,
I am working on SAP PI 7.3.1 SP09. Currently we have interfaces which uses 50200 port. I have created a http destination from nwa pointing to https://....url. So all of a sudden all the interfaces went to error state. After debugging i found that the port 50200 is replaced with 50201which is https port. After changing the port to initial value ie., 50200 all interfaces are working fine except the one which were pointing to https url and they are showing the following error description.
<SAP:Error SOAP:mustUnderstand="1" xmlns:SAP="http://sap.com/xi/XI/Message/30" xmlns:SOAP="http://schemas.xmlsoap.org/soap/envelope/">
<SAP:Category>XIAdapterFramework</SAP:Category>
<SAP:Code area="MESSAGE">GENERAL</SAP:Code>
<SAP:P1 />
<SAP:P2 />
<SAP:P3 />
<SAP:P4 />
<SAP:AdditionalText>com.sap.engine.interfaces.messaging.api.exception.MessagingException: java.lang.NullPointerException</SAP:AdditionalText>
<SAP:Stack />
<SAP:Retry>M</SAP:Retry>
</SAP:Error>
The entire trace is as follows:
<?xml version="1.0" encoding="UTF-8" standalone="yes" ?>
- 
- <SAP:Trace xmlns:SAP="http://sap.com/xi/XI/Message/30">
<Trace level="1" type="T">Party normalization: sender</Trace>
<Trace level="3" type="T">Sender scheme external =</Trace>
<Trace level="3" type="T">Sender agency external =</Trace>
<Trace level="3" type="T">Sender party external =</Trace>
<Trace level="3" type="T">Sender party normalized =</Trace>
<Trace level="1" type="T">Determining the sender agreement</Trace>
<Trace level="3" type="T">##### DG: 3</Trace>
<Trace level="3" type="T">##### TO: 3</Trace>
<Trace level="1" type="T">XMB was called with URL /sap/xi/engine/?type=entry</Trace>
<Trace level="2" type="T">Request Line = POST /sap/xi/engine/?type=entry HTTP/1.0</Trace>
<Trace level="2" type="T">Host = 10.66.14.150:50200</Trace>
<Trace level="2" type="T">Server protocol = HTTP/1.0</Trace>
<Trace level="1" type="T">Remote address = 10.66.10.160</Trace>
<Trace level="1" type="T">User = SFUSER</Trace>
<Trace level="1" type="T">Process ID: 760</Trace>
<Trace level="1" type="T">Work Process ID: 10</Trace>
<Trace level="1" type="T">Message ID = 53BEFE7146893BD5E10000000A420AA0</Trace>
- <Trace level="1" type="B" name="CL_XMS_MAIN-ENTER_XMS">
<Trace level="1" type="T">CL_XMS_MAIN->DETERMINE_EXT_PID: CENTRAL</Trace>
<Trace level="3" type="T">##### DG: 3</Trace>
<Trace level="3" type="T">##### TO: 3</Trace>
<Trace level="1" type="T">Hop engine name = is.02.devpipd1</Trace>
<Trace level="1" type="T">Hop engine type = IS</Trace>
<Trace level="1" type="T">Hop adapter name = XI</Trace>
<Trace level="1" type="T">Hop adapter namespace = http://sap.com/xi/XI/System</Trace>
- <Trace level="1" type="B" name="CL_XMS_TROUBLESHOOT-ENTER_PLSRV">
<Trace level="3" type="T">No triggers found. OK.</Trace>
</Trace>
<Trace level="3" type="T">system-ID = PD1</Trace>
<Trace level="3" type="T">client = 001</Trace>
<Trace level="3" type="T">language = E</Trace>
<Trace level="3" type="T">user = SFUSER</Trace>
<Trace level="1" type="Timestamp">2014-07-10T08:56:37Z INDIA</Trace>
<Trace level="1" type="T">ACL Check is performed</Trace>
<Trace level="1" type="T">XML validation is executed</Trace>
</Trace>
<Trace level="1" type="B" name="CL_XMS_MAIN-CALL_UC_EXECUTE" />
- 
<Trace level="1" type="T">PLNAME = CENTRAL</Trace>
<Trace level="1" type="T">QOS = BE</Trace>
<Trace level="1" type="B" name="CL_XMS_MAIN-CALL_PIPELINE_SYNC" />
- 
<Trace level="1" type="T">>>>PID delete old pid determination coding</Trace>
<Trace level="3" type="T">Pipeline-Elements for pipeline SAP_CENTRAL</Trace>
<Trace level="3" type="T">0001 PLSRV_XML_VALIDATION_RQ_INB</Trace>
<Trace level="3" type="T">0002 PLSRV_RECEIVER_DETERMINATION</Trace>
<Trace level="3" type="T">0003 PLSRV_INTERFACE_DETERMINATION</Trace>
<Trace level="3" type="T">0004 PLSRV_RECEIVER_MESSAGE_SPLIT</Trace>
<Trace level="3" type="T">0005 PLSRV_MAPPING_REQUEST</Trace>
<Trace level="3" type="T">0006 PLSRV_OUTBOUND_BINDING</Trace>
<Trace level="3" type="T">0007 PLSRV_VIRUS_SCAN_RQ_OUT</Trace>
<Trace level="3" type="T">0008 PLSRV_XML_VALIDATION_RQ_OUT</Trace>
<Trace level="3" type="T">0009 PLSRV_CALL_ADAPTER</Trace>
<Trace level="3" type="T">0010 PLSRV_VIRUS_SCAN_RS_INB</Trace>
<Trace level="3" type="T">0011 PLSRV_XML_VALIDATION_RS_INB</Trace>
<Trace level="3" type="T">0012 PLSRV_MAPPING_RESPONSE</Trace>
<Trace level="3" type="T">0013 PLSRV_VIRUS_SCAN_RS_OUT</Trace>
<Trace level="3" type="T">0014 PLSRV_XML_VALIDATION_RS_OUT</Trace>
<Trace level="3" type="T">system-ID = PD1</Trace>
<Trace level="3" type="T">client = 001</Trace>
<Trace level="3" type="T">language = E</Trace>
<Trace level="3" type="T">user = SFUSER</Trace>
- <Trace level="1" type="B" name="CL_XMS_MESSAGE_PERS_MAN-WRITE_MESSAGE_LOG_TO_PERSIST">
<Trace level="2" type="T">Persisting original message</Trace>
<Trace level="3" type="T">Message-Version = 000</Trace>
<Trace level="3" type="T">Pipeline CENTRAL</Trace>
</Trace>
<Trace level="3" type="Timestamp">2014-07-10T08:56:37Z INDIA Begin of pipeline processing PLSRVID = CENTRAL</Trace>
- <Trace level="1" type="B" name="PLSRV_XML_VALIDATION_RQ_INB">
<Trace level="3" type="Timestamp">2014-07-10T08:56:37Z INDIA Start of pipeline service processing PLSRVID= PLSRV_XML_VALIDATION_RQ_INB</Trace>
- <Trace level="1" type="B" name="CL_XMS_MAIN-CALL_PLSRV">
<Trace level="3" type="T">Calling pipeline service: PLSRV_XML_VALIDATION_RQ_INB</Trace>
<Trace level="3" type="T">Reading Pipeline-Service specification...</Trace>
<Trace level="3" type="T">PLSRVTYPE =</Trace>
<Trace level="3" type="T">ADRESSMOD = LOCAL</Trace>
<Trace level="3" type="T">P_CLASS = CL_XMS_PLSRV_VALIDATION</Trace>
<Trace level="3" type="T">P_IFNAME = IF_XMS_PLSRV</Trace>
<Trace level="3" type="T">P_METHOD = ENTER_PLSRV</Trace>
<Trace level="3" type="T" />
- <Trace level="1" type="B" name="CL_XMS_MAIN-CALL_PLSRV_LOCAL">
- <Trace level="1" type="B" name="CL_XMS_PLSRV_VALIDATION-ENTER_PLSRV">
<Trace level="3" type="T">Pipeline Service = PLSRV_XML_VALIDATION_RQ_INB</Trace>
<Trace level="3" type="T">Skip Inbound Validation =</Trace>
<Trace level="3" type="T">Skip Outbound Validation =</Trace>
<Trace level="3" type="T">Area = XML_VALIDATION_INB</Trace>
<Trace level="1" type="T">Reading sender agreement</Trace>
<Trace level="1" type="T">Message does not contain a sender agreement</Trace>
<Trace level="1" type="T">Inbound validation by Integration Engine does not take place</Trace>
</Trace>
</Trace>
</Trace>
<Trace level="3" type="Timestamp">2014-07-10T08:56:37Z INDIA End of pipeline service processing PLSRVID= PLSRV_XML_VALIDATION_RQ_INB</Trace>
</Trace>
- <Trace level="1" type="B" name="CL_XMS_MESSAGE_PERS_MAN-WRITE_MESSAGE_LOG_TO_PERSIST">
<Trace level="3" type="T">Persisting message after plsrv call</Trace>
<Trace level="3" type="T">Message-Version = 001</Trace>
<Trace level="3" type="T">Pipeline CENTRAL</Trace>
</Trace>
- <Trace level="1" type="B" name="PLSRV_RECEIVER_DETERMINATION">
<Trace level="3" type="Timestamp">2014-07-10T08:56:37Z INDIA Start of pipeline service processing PLSRVID= PLSRV_RECEIVER_DETERMINATION</Trace>
- <Trace level="1" type="B" name="CL_XMS_MAIN-CALL_PLSRV">
<Trace level="3" type="T">Calling pipeline service: PLSRV_RECEIVER_DETERMINATION</Trace>
<Trace level="3" type="T

HI,
Thank you for your hint. Maybe I just forgot to mention one important fact. We have second SAP Netweaver PI 7.1 which is completely our system. The first one I mentioned in first message is the customer's one. The one we have extra is also connected to MAXIMO and GIS. Settings of this interface is completely same among one thing:
Patch level of XIAF:
1. customers SAP PI level is
Adapter Common Library Version: 1.7.1007.20081105173106.0000, NW07_07_REL (2008-11-07T17:29:47+0000)
Adapter Application Version: 1.7.1007.20081105173106.0000, NW07_07_REL (2008-11-07T17:30:00+0000)
2. our SAP PI level is
Adapter Common Library Version: 1.7.1008.20100215155230.0000, NW07_08_REL (2010-02-15T17:19:21+0000)
Adapter Application Version: 1.7.1008.20100215155230.0000, NW07_08_REL (2010-02-15T17:19:31+0000)
Both of them has Axis Version: Apache Axis version: 1.4 Built on Apr 22, 2006 (06:55:48 PDT)
Also important to mention is fact that same problem happened in our SAP PI, but we implemented last patch of XIAF and it has suddenly started to work. I have suspicion it is somehow connected to this patch. Btw. this patch contains a lot of notes regarding AXIS framework (i.e. 1435998, 1150375, 1048268), so obviously some bugs of the AXIS adapter has been resolved by this patch.
What do you think ?
Thanks

Message processing failed. Cause: com.sap.engine.interfaces.messaging.api.exception.MessagingException: java.io.IOException: invalid content type for SOAP: TEXT/HTML; HTTP 404 Not Found

In my 2006 biztalk application I have exposed web service to receive SAP input. It was working fine. After I have modified something in orchestration in that application . I am getting following error while SAP try to consume my web service. Can anyone please
help me.
Message processing failed. Cause: com.sap.engine.interfaces.messaging.api.exception.MessagingException: java.io.IOException: invalid content type for SOAP: TEXT/HTML; HTTP 404 Not Found

In my 2006 biztalk application I have exposed web service to receive SAP input. It was working fine. After I have modified something in orchestration in that application . I am getting following error while SAP try to consume my web service.
HI Arivazhagan K,
Could you give some explanation about what you modified? according the to error message, this is "resource is not found issue".
Best regards,
Angie
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File to RFC Error com.sap.engine.interfaces.messaging.api.exception.Messagi

Hi ,
I am doing File to RFC Scenario.
My file get picked and I able to view the audit log under RWB message monitoring.
Here I am getting the error
u201CTransmitting the message to endpoint dest://XI_INTEGRATION_SERVER using connection File_http://sap.com/xi/XI/System failed, due to: com.sap.engine.interfaces.messaging.api.exception.MessagingException: Error transmitting the message using HTTPTransmitter. Reason: java.net.MalformedURLException: unknown protocol: dest.
Can any one tell me what is the reason.
Regards, Navneet

Hi Prakasu,
I am using PI 7.1 version .
When I opened SMICM there I am finding the HTTP Port as 52000.and the BS at SLD are also using the same Port in URL..
And when i verified with the Basis they confirmed that Exchange profile is set correctly.
But My file adapter is still not able to send the data to IS.
Than I configured a scenario file to file without IR object and in this case data is coming to IS and it is succesfull also.
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I used File adapter with NFS protocol.
regards,
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SOAP Sender Error - com.sap.engine.interfaces.messaging.api.exception

Hi,
I am testing a SOAP Sender Channel using a SOAP Client and getting the following error. I have read almost all the posts related to errors in SOAP Channel and also have checked my URL which is correct. AS mentioned in many of the posts, my url goes like
https://<host>:<port>/XISOAPAdapter/MessageServlet?channel=:DEMO:SOAP_s_GETLIST&version=3.0&SenderService=DEMO&interface=si_os_GETLIST&interfaceNamespace=<namespace>
This is the error that I get when sending a message to the interface
<SOAP:Envelope xmlns:SOAP="http://schemas.xmlsoap.org/soap/envelope/">
   <SOAP:Body>
      <SOAP:Fault>
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         <faultstring>Server Error</faultstring>
         <detail>
            <s:SystemError xmlns:s="http://sap.com/xi/WebService/xi2.0">
               <context>XIAdapter</context>
               <code>ADAPTER.JAVA_EXCEPTION</code>
<text>com.sap.engine.interfaces.messaging.api.exception.MessagingException: com.sap.engine.interfaces.messaging.api.exception.MessagingException: XIProxy:PARSE_APPLICATION_DATA:
     at com.sap.aii.adapter.soap.ejb.XISOAPAdapterBean.process(XISOAPAdapterBean.java:1041)
     at sun.reflect.GeneratedMethodAccessor1044_10001.invoke(Unknown Source)*
     at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)
     at java.lang.reflect.Method.invoke(Method.java:585)
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      </SOAP:Fault>
   </SOAP:Body>
</SOAP:Envelope>
Has Anybody got this problem before? Is it any problem with the SOAP Adapter itself or with the data that is going in the message? If so, What is the possible solution for this?
Thanks,
Rashmi.

Hi Rashmi,
I also think your problem is data related.
Check the response in your SAP PI message monitor (SXMB_MONI) when you trigger a request using SoapUI. It sometimes provides a bit more detail. You design (data types, message types, service interfaces etc.) was done in SAP PI 7 then an Abap Proxy was generated from the service interface?
Sometimes there is an issue between the XSD data type declaration in SAP PI and the conversion to Abap data types that takes place when a proxy is generated from a PI Service Interface.
Check the data that you pass in your request, especially those like datetime fields. Maybe even change some of the data type definitions (like datetime) to a string (request & response) & then test through SoapUI & see if you still get the error. Then you can work out how to best resolve it.
Best Regards, Trevor

Integrated Configurations com.sap.engine.interfaces.messaging.api.exception

Hi guys,
we are using PI 7.11.
With this release local processing on the advanced adapter engine is possible, when using integrated configurations.
This works fine.
Lately I faced an error situation in an RFC to JDBC scenario, when one field doesn´t meet the conditions of the database.
I tried to dig deeper to identify the incorrect value by switch on the trace in the receiver JDBC channel, as I did several times before.
Afterwards I treied to restart the message.
Following error occurs.
com.sap.engine.interfaces.messaging.api.exception.ConfigException: Unable to retrieve interface determination with object ID ab1bf720bf2711dea7d2020000000030 from CPA cache.
I made some test with integrated configurations (FTP to FTP) and come to the result that errors, which require changes on the communication channel e.g. wrong password etc. result in an new object in the CPA cache
trying restart the failed message ends up in the error specified aboce.
Anyone faced the same issue already?
Kind regards
Jochen

HI Jochen,
I feel that you should once go for a CPA Cache refresh from Adapter Engine and try executing your failed messages once again in the adapter engine.
To do a CPA Cache Refresh from the Adapter Engine:
To trigger a cache refresh from the individual Adapter Framework, open a browser window and enter the following URL:
http://<host>:<port>/CPACache/refresh?mode=delta|full
The Monitoring url is like this:
http://<host>:<port>/CPACache
Check this How-to Guide on Cache, it will be useful:
http://www.sdn.sap.com/irj/scn/index?rid=/library/uuid/c0332b2a-eb97-2910-b6ba-dbe52a01be34&overridelayout=true
Thanks
Dhwani

Error: com.sap.engine.interfaces.messaging.api.exception.RetryControlException: Receiver Determination did not find any receivers at all

Hello,
I have an issue configuring a simple File Adapter Content Conversion, it will be great to give me some support as I'am new in the PO Environment.
Iam reading a flat file and trying to write into an XML in the same FTP server
I have a 1 to 1 Mapping as follows
And my Content Conversion at Sender side Looks like this
After running the configuration Iam getting following error message
Error: com.sap.engine.interfaces.messaging.api.exception.RetryControlException: Receiver Determination did not find any receivers at all
My System is the SAP Netweaver Process Intgration 7.4 single Java stack
Do you have any idea how to fix this issue?
Many thanks in advance
Khadim

Hi evrybody
I have enabled the tracing of ICO and have seen that my payload for the message mapping is ok,.
<ns:hartgeldbest_ERP_KT xmlns:ns="http://xxxxxx.de">
<Recordset>
<header>
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     <satzart>11</satzart>
     <datum>00000000</datum>
     <kennzeichen>1</kennzeichen>
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</Recordset>
</ns:hartgeldbest_ERP_KT>
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<sap:Main xmlns:SOAP="http://schemas.xmlsoap.org/soap/envelope/" xmlns:sap="http://sap.com/xi/XI/Message/30" versionMajor="3"versionMinor="1" SOAP:mustUnderstand="1">
<sap:MessageClass>ApplicationMessage</sap:MessageClass>
<sap:ProcessingMode>asynchronous</sap:ProcessingMode>
<sap:MessageId>ae41678e-da87-11e3-cd0f-0000006831a2</sap:MessageId>
<sap:TimeSent>2014-05-13T10:16:43Z</sap:TimeSent>
<sap:Sender>
<sap:Party agency="http://sap.com/xi/XI" scheme="XIParty"/>
<sap:Service>CC_Hartgeldbest_File2Idoc</sap:Service>
</sap:Sender>
<sap:Receiver>
<sap:Party agency="" scheme=""/>
<sap:Service/>
</sap:Receiver>
<sap:Interface namespace="http://xxxxx.de">hartgeldbest_KT_async_out</sap:Interface>
</sap:Main>
Is it possible that the receiver is overwritten due to the Content Conversion? Because if I set my Message Protocol to "File" the receiver determination will work.
Any idea?
Thx
Khadim

Com.sap.engine.interfaces.messaging.api.exception.MessagingException: javax

Hello,
Please explain me the error :
com.sap.engine.interfaces.messaging.api.exception.MessagingException: javax.ejb.EJBException: nested exception is: java.lang.RuntimeException: java.lang.NoClassDefFoundError: com/primavera/integration/server/ServerFacade : cannot initialize class because prior initialization attempt failed
Where should I find the issue and how to correct it.
Regards

Hi,
This seems to be related to some deployed components on J2EE-engine being corrupt. Try re-deploy the primavera-component to fix the error. I'm guessing this component is some 3rd party or custom developed component?
Also make sure this component compiles correctly if it's a custom development component.
Br,
Kenneth

Com.sap.engine.interfaces.messaging.api.exception.DuplicateMessageException

Hi All,
PI 7.1 is sending the following error:
2009-12-10 15:55:00     Information     Trying to put the message into the send queue.
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2009-12-10 15:55:00     Error     Returning to application. Exception: com.sap.engine.interfaces.messaging.api.exception.DuplicateMessageException: Message Id ee6b5d0d-25a6-4aec-0fec-f1099b5335ce(OUTBOUND) already exists in duplicate check table: com.sap.sql.DuplicateKeyException: DB2 SQL error: SQLCODE: -803, SQLSTATE: 23505, SQLERRMC: 1;SAPPIDDB.BC_MSG_DUP_CHECK
2009-12-10 15:55:00     Error     MP: exception caught with cause com.sap.engine.interfaces.messaging.api.exception.DuplicateMessageException: Message Id ee6b5d0d-25a6-4aec-0fec-f1099b5335ce(OUTBOUND) already exists in duplicate check table: com.sap.sql.DuplicateKeyException: DB2 SQL error: SQLCODE: -803, SQLSTATE: 23505, SQLERRMC: 1;SAPPIDDB.BC_MSG_DUP_CHECK
I didn't find anything into OSS... =(   Does anybody can help me?
I really appreciate your help
Regards,
Gilberto Martínez

Hi Suman,
Which PI version you are using? Is it double stack?
We also faced a similar problem few days back.
We have tried a below approach and succeeded.
Can you please check with T-code SXMB_MONI if there are any queues are stopped (Red circle symbol written STOP on it).
Go to t-code SMQ1/SMQ2 and click on the line items, it will open another session which will display the details of message status (Green flag-scheduled).
Click on the Resend button on the tool bar, it will show a pop-up there click on Retain button.
This will help you to restart a stucked EOIO/EO messages.
P.S: You have to determine that how many such kind of queues are stopped and so you have to manually restart those scheduled messages.
Also refer to this thread Queue stopped in sxmb_moni
Try this if it helps.
Regards,
Dipen.

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
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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.
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Sincerely,
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Glenn Abel
Covington Creative
www.covingtoncreative.com

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:
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Thanks for your support!
Kind regards
Martin

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

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

SAP BCM onhold message

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