SAP Contact Center new component for Incidents

Hi All,
From today (10.6) we have a new component “CRM-CCI” (Contact Center Infrastructure) available for SAP Contact Center related incidents.
You can still use the old “CRM-BCM” components, but as you can notice the system recommends “Please use CRM-CCI” The old component CRM-BCM will be deactivated during Q4/2014.
Regards,
Jukka
SAP Contact Center team

Hi Jukka,
I would like to look at the documents linked in the above post (in relation to BCM support on IE11 and Windows 8.1), but when I click on the links, I get prompted for login and password. My usual Marketplace login and password don't work. Could you advise at all?
Thanks,
Adele

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SAP Contact Center SP7 OnPremise released

Hi all,
We are very happy to announce that SAP Contact Center 7.0 SP7 is now available at SAP Service Marketplace (SMP):
Link to SP7 Release Notes: https://service.sap.com/sap/support/notes/1902610
Link to updated SAP Contact Center Guides: https://websmp107.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000741563&
Updated Application Helps can be found via SP7 system user interfaces: IA, SC, CDT, Convergence, Monitoring, Reporting or via
SAP Help PortalOur address at SAP Help Portal is also renamed and can now be found from http://help.sap.com/contact-center
SP7 contains also many new & enhanced functionality – please see release notes & updated manuals for details (links above).
Please free to ask questions if you have any about new naming or anything related this release.
Regards,
Jukka
SAP Contact Center Team
PS: Cloud version is planned to release during next week.(26)

Hi Jukka,
I would like to look at the documents linked in the above post (in relation to BCM support on IE11 and Windows 8.1), but when I click on the links, I get prompted for login and password. My usual Marketplace login and password don't work. Could you advise at all?
Thanks,
Adele

SAP BCM changes name to SAP Contact Center

New name
https://www.linkedin.com/groups/SAP-BCM-changes-name-SAP-46603.S.5861499722405015552?trk=groups_most_recent-0-b-ttl&goba…
Contact Center Software | Customer Service Applications | SAP | SAP

I do not have a full confidence that I'm personally good with this. Explain why:
1. Abbreviation (I assume it will be SAP CC) will still be confusing. There is already a solution with the same abbreviation: SAP Convergent Charging. BCM was also sometimes confused with Bank Communication Management solution.
2. Contact Center will probably be confused with SAP CRM Interaction Center solution/functionality. I can imagine a statement in some PoCs or other documents: "Integration of SAP Contact Center with SAP CRM Interaction Center". And if somebody will forget to put "SAP CRM" in this statement and will use simple "SAP Interaction Center" instead. Oh yeah...
But I should admit that I don't have other suggestions... The new name is certainly clearer then previous one. And it's already renamed anyway.

Contact Center and TeleService for Internal Emplooyees

Any one has information on enabling contact center and teleservice for Internal Employees?
We are planning to use for HR call center for internal employees

What version are you looking at? In R12, the contact center allows pulling up an employee record and then you can log a service request.
In 11.5.10, you can use service request form or HTML Service pages to create service request for HR Help desk requests.
You can use Zoom functionality to navigate to appropriate HR forms from SR form.

Contact Center Enhanced License for Cisco 2951 Router

Hi,
I need an urgent help to get the exact part number/details of Contact center enhanced license.
I couldn't find in CCW or any other tool about this license with Cisco 2951 Router (CISCO2951-V/K9).
To run this license on mentioned router, do we need to order it separately or we can take it with router?
Please respond asap.

Hi Andre,
I was just refering the Ordering guide which says
Updating UCSS contract when upgrading Unified CCX licenses
UCSS cannot be upgraded from one category to another (e.g. Standard to Enhanced). If
the customer upgrades within the solution, they need to purchase UCSS for greater or
equal value to cover the new version, then they can request a credit on the unused term
of the original purchase from Customer Service
you can also speak to [email protected] for more details on ESW.
regds,
aman

New component for simulation

Hello,
I'm having some trouble to get my new component to simulate.
It's a photoMOS and I downloaded some data for a this component from the develpers homepage.
But I don't know much about Pspice so I'm pretty lost how to insert it into the component.
The first thing I did was to cut out the data for only one component (the .lib-file felt like it was made for a lot of different components). Then I tried to make a component in Multisim by using "component wizard". Then I inserted my "new" file (AQY21S.lib) during some step.
The scematic and PCB symbol works fine. But when I start to simulate I get some errors (and the simulation never starts).
Could anyone expalin for me how to insert a SPICE file from a manufactor for simulation. What in the file is needed and how to insert it in a component. Or if someone could point out a good tutorial for a newbe in Spice.
I also attach 2 files, ps_aqv21s.zip is the original from the manufactor and AQY21S.zip is my try attempt to cut out only one component fromit.
Thankful for help
Attachments:
ps_aqv21s.zip ‏7 KB
AQY21S.zip ‏2 KB

Pspice is not fully supported in Multisim, Spice is supported. Anyways, the models RES and CAP had to be changed to R and C respectively. I am not sure how to make a simulation of your circuit, however, after changing these parameters I did not got any error when trying to simulate only that component by itself... it just asked for a GND signal. Try this model:
*AQY21S
.SUBCKT AQY210S PIN1 PIN2 PIN3 PIN4
D_D26         N00758 N00785 SC
M_Q5         N21894 N01383 PIN5 PIN5 DMOS
R_R2         PIN4 N21894 RON 12
D_D19         N00562 N00589 SC
E_E1         N76771 N01383 PIN4 N01383 0.97
D_D42         PIN3 N82760 DMIN
D_D27         N00785 N00812 SC
R_R3         N26592 PIN3 RON 12
M_Q6         N26592 N01383 PIN5 PIN5 DMOS
D_D20         N00589 N00616 SC
D_D28         N00812 N01551 SC
E_E2         N76924 N01383 PIN3 N01383 0.97
G_ABMI1         N01383 N01551 VALUE ( -0.0008*I(V_V1)   )
M_Q3         N01383 N01551 PIN5 PIN5 DIC_NC
D_D21         N00616 N20858 SC
C_Cgs1         PIN5 N01383 6p
D_D12         N01383 N00427 SC
D_D22         N20858 N00677 SC
D_D13         N00427 N00454 SC
D_D30         PIN5 PIN4 D_DMOS
V_V1         N01162 PIN2 0Vdc
C_Cgs2         N01383 PIN5 6p
D_D33         N01383 N82760 DGD
D_D31         PIN5 PIN3 D_DMOS
D_D14         N00454 N00481 SC
D_D40         N01383 N635380 DGD
D_D23         N00677 N00704 SC
M_Q4         PIN5 PIN5 N01551 N01551 DIC_NO
D_D41         PIN4 N635380 DMIN
C_C1         PIN4 N76771 CTEMP 30p
D_D15         N00481 N00508 SC
D_D24         N00704 N00731 SC
C_C2         N76924 PIN3 CTEMP 30p
D_D16         N00508 N00535 SC
D_D25         N00731 N00758 SC
R_R1         N01551 PIN5 2.5E6
D_D29         PIN1 N01162 LED
D_D18         N00535 N00562 SC
.MODEL RON R
+ TC1=10E-3
+ TC2=7.5E-5
.MODEL DGD D
+ IS=1E-30
+ N=10
+ CJO=80E-12
+ IBV=1E-6
+ VJ=0.8
+ M=0.8
.MODEL DMIN D
+ IS=1E-21
+ CJO=400E-12
+ VJ=2
+ M=0.75
+ IBV=1E-6
+ FC= 0.5
.MODEL Ctemp C
+ TC1=40E-3
+ TC2=100E-6
+ VC1=-10E-3
.MODEL D_DMOS D
+ N=1.03
+ IS=1.35e-012
+ RS=0.7
+ M=.5
+ IKF=0.006
+ CJO=30E-12
+ VJ=.4
+ NR=1.2
+ ISR=15.00E-12
+ BV=351
+ IBV=100.00E-6
+ TT=5.0000E-9
.MODEL DMOS NMOS
+ LEVEL=1
+ L=500E-6
+ W=500E-6
+ KP=20
+ VTO=3
.MODEL LED D
+IS=160E-15
+N=1.8
+RS=3.6
+IKF=6.4E-15
+CJO=40E-12
+M=.3333
+VJ=.75
+ISR=100E-12
+BV=5
+IBV=100E-6
+TT=5E-9
.MODEL SC D
+IS=120E-15
+RS=10
+N=1.25
+CJO=30E-12
.MODEL DIC_NC NMOS
+LEVEL=3
+L=100E-6
+W=100E-6
+KP=1.2E-3
+VTO=-0.54
.MODEL DIC_NO NMOS
+LEVEL=3
+L=100E-6
+W=100E-6
+KP=0.13E-3
+VTO=0.45
.ENDS
Nestor
National Instruments

How to start creating a new component for custom transaction in IWEB client

Hello Experts,
I am new to CRM 2007 CRM web client programming.
I have a custom SAP GUI transaction in CRM and user wants to convert it into ICWEB transaction.
its using all custom tables and in all screens,
Please guide me how do I proceed in creating the component,display fields on the view....
I mean how to create the fields in the View, Do I need to write BSP code or Wizard helps me to generate and configure the fields on the view.
Please also let me know procedures create context notes which replicate the database tables which the data is saving or updating.
I am not clear cut info to proceed,
Please help me in this regards
thanks in Advance
Edited by: Madhavi Angi on Apr 23, 2009 2:57 PM

Hi Keith,
<<This particular rule is a sample one I set up that requires the existence of C:\IT\test.txt. But I don't see the actual text of that rule anywhere in the XML:>>
In your XML, if you see these lines:
<Expression>
<Operator>NotEquals</Operator>
<Operands>
<SettingReference AuthoringScopeId="ScopeId_811CF9C7-F08C-4528-8C02-E20811B33FD5" LogicalName="OperatingSystem_5c61496b-b4dc-4ca9-a3f7-30c3aec8e2a4" Version="1" DataType="Int64" SettingLogicalName="File_cccd7dc7-e590-494c-b166-6d4aea7abc57" SettingSourceType="File" Method="Count" Changeable="false" />
<ConstantValue Value="0" DataType="Int64" />
</Operands>
</Expression>
It has setting reference with GUID with Method="Count" means this is existential rule referenced to setting blah blah... (If method="Value" means that it has value rule defined) and for existential rule,
XML has "NotEquals" operator and value is "0" which means that if file not equals to zero means file exist (compliant).
Hope this helps.
This posting is provided "AS IS", provides no warranties, and confers no rights. -Praveen S.

New componant list for service desk in Solution manager.

Hello,
We wanted to customize new componants for service desk. Please let me know is it possible to define new componant list in the Solution manager.
Regards,
Bhavesh

Hello Waseem,
Actually I want to configure a list of Customise component in side solution manager for incident management.( service desk)
when we create ticket in service desk (in Solman) we have to select a component for the respective module( like BASIS, MM , Etc) those are the standard
Components that is given by SAP. I want to change that list and want to put my own list of component in the system.
is it possible to do it in Solution manager? If yes then what sort of configuration required. ?
Thanks in Advance
Regards,
Bhavesh

Approval stages for new component approval during finsihed inspection stage

I am having a typical scenario which is having integration with QM, PP and SD.
Whenever we produce a new component for first time, the first piece is taken for thorough inspection in presence of different departments. This is done with respect to a check list. After this all open points in check list needs to be closed. Then the next 9 pieces are monitored. If all open issues are resolved, then only approval for Bulk production of component will be given. How can I control this production activity in SAP
Example:
Stage 1:
First piece- thorough inspection, identification of defects, action plan to close the issues.
Stage 2:
Next 9 pieces- Further monitoring with respect to action plan.
Stage 3:
If all issues are closed, the approval for bulk production.
Stage 4
Bulk production starts.--- how can i control this activity.
Questions.
Stage 1 uses a check list and format to close open issues, should I use notification or audit management
Stage 2- Manual activity
Stage 3- Action plan closure, were to capture info notification or audit management
stage 4- How to communicate to production to start bulk production? How can I block poduction till closure of action plan?
Thanks
VV

Dear Vineeth
Please find my inputs for this. Requires some development
1) Initialy for the new material make possible that only one production order can be created. Next production order can only be created if the earlier one is TECOed.
For this you will have to have a Z table and user exit PPCO0007 or any exit while releasing the order- . Z table will consist of Plant , material & Quantity. The new material will have to be maintained in this table.
When the production order is released it will first check for this table . if the material code is there in the table it will check for the quantity allowed for the production order and will not allow to create any multiple production order , or more quantity
The operation should have a testing workcenter , so that the control will lie with QM team .
If the first piece analysis is completed , teco the Production order. Update the z table with 9 quantity. create next PO
2) Notification will be the best process to capture all your action plan and activities.Activate workflow for this.
Completion of the notification means approval for bulk and you can remove the material from the Z table
Hope this gives some help
Regards
Gajesh

How to I contact Apple about a support issue with Game Center--itself, directly. I changed my Apple ID and now I cannot access my game center account that I had previously. It created a new one for me with my new apple ID instead of keeping the old one.

I want to submit an issue with Game Center--itself, directly. I had an account set up that I used to play online games. I changed my appleID and then I no longer could access my game center account. I, apparently, had a new game center account created for me (which is friends with my old account) and now I cannot access my original game center account.
If I can't get access to email apple directly (which seems ridiculously difficult to do), then someone please tell me how to FIX the issue.
Thank you

Yes. I have tried that. When I use the ID I had before, it sets it up as a new account and I don't want to lose my stats attached to my old account.
Let's say that my old nickname was "user10" and I used the email, "[email protected]" for my apple id. I changed my apple id to "[email protected]" and it changed my game center account to "mynew" and somehow I am friends with my old acct, "user10". I tried getting a password reset for "user10" but I apparently don't know my own birthday, which is possible because I usually give a false one, but the same false one each time.

CAD from Contact center into SAP CRM

Hi All,
I am no SAP expert, but the following is what we are trying to achieve:
-A call comes into a contact center application
-Via an integration this call is send to a SAP ICI webinterface and ends up at the agent logged on to that SAP session.
Now we have an awkward situation that the original number coming from the PBX is rather misformed +00031123456789. What we are expecting is +31123456789. The number coming from the PBX can be changed, but that is going to have consequences for all other people that are not connected to SAP, so doing this is not an option.
What I have been reading about is that it is possible to get CAD (Call Attached Data) to be send into the SAP ICI environment.
The contact center application is delivering the data in the following XML format:
What I am interested in is to map all these fields into such a way that I can use them in the SAP ICI interface.
I have been reading Link:[; and in there it is mentioned that there needs to be a mapping between these fields and an XSLT and ABAP. And a reference to a book.
Is there anybody that can help me with this? Or give me some other advice that could help me out in this case. I would very much appreciate it.
Thank you all very much for your input.
Best regards,
Corné

Hello Corné,
I'm guessing the reference was to my book, "Maximizing Your SAP CRM Interaction Center" from SAP Press, where on page 396 I offer a paragraph on how to identify a call via CAD rather than ANI.
Here's the excerpt:
How to Identify Account via Call Attached Data (CAD)
Is the Interaction Center able to identify a customer via account number contained in call attached data (CAD) rather the via automatic number identification (ANI) service?
Yes, it is possible to identify a customer by extracting the customeru2019s account ID from the call attached data (CAD). This can be configured in the IMG activity Define Account Identification Profiles (transaction CRMC_IC_BPPROF) in the fields under Contact-Attached Data Extraction. In the CAD Application ID field, enter the value that appears in the application ID tag that appears in the XML code of the Interactive Voice Response (IVR) system that collects the customeru2019s account number (e.g., u201CGenesys-CADu201D). In the XSLT file field, enter the name of the XSLT program that is responsible for extracting the account ID from the contact attached data. You are responsible for creating this XSLT file. However, SAP delivers a sample XSLT file that you can reference, named CRM_IC_BPIDENT_EXT_IAD_TO_ABAP. SAP also provides a sample program showing how to extract CAD data from, for example, Genesys named CRM_IC_BPIDENT_EXT_IAD_GENESYS. See SAP note 707104 for additional information.
Best regards,
John

Ask the Expert: Cisco Unified Contact Center Express (UCCX) Version 10.0 - Upgrade, Migration, and New Features Overview

With Abhiram Kramadhati
Welcome to the Cisco Support Community Ask the Expert conversation. This is an opportunity to learn and ask questions about the upgrade, migration methods, and new features of the latest released Version 10.0 of Cisco Unified Contact Center Express (UCCX) with Cisco expert Abhiram Kramadhati.
Abhiram will address the following on the latest release of Cisco UCCX Version 10.0:
Installation
Upgrade from previous versions - both Linux and Windows
Migration from MCS to Cisco UCS environment - Different methods and best practices
New features - Overview and limitations
This discussion will center on install and upgrade best practices, changes in hardware support, and migration methods from MCS to Cisco UCS. He can also briefly discuss the new features introduced in 10.0. The discussion focuses the latest versions, but queries about general Cisco UCCX topics can be addressed too if time allows.
Abhiram Kramadhati is an engineer with the Contact Center Backbone group. He has been working with Cisco UCCX since he joined Cisco. During two years at Cisco, he has built his expertise around Cisco UCCX telephony applications, Java Telephony API (JTAPI) integration, Cisco UCCX system behavior, LDAP components, and Cisco UCCX as IP interactive voice response in Unified Contact Center Enterprise (UCCE) environments. He also works on other technologies, including Unified Communications Manager and UCCE. He has been involved in many technical escalations in the Asia Pacific region. Abhiram also holds a CCIE in voice (40065).
For more details about this topic, refer to the recently published Tech-Talk Video and Blog.
Remember to use the rating system to let Abhiram know if you have received an adequate response.
Abhiram might not be able to answer each question due to the volume expected during this event. Remember that you can continue the conversation in the Voice, Video, and Collaboration community, sub-community, Contact Center discussion forum shortly after the event. This event lasts through January 31, 2014. Visit this forum often to view responses to your questions and the questions of other community members.

Hi Anurag,
Thanks for your questions.
1:Is there change in DB architecture as CUIC is the only option as compared to previous linux version UCCX ?
I assume this is from the tables regarding historical data. The database schema essentially remains the same since UCCX 9.0 had CUIC too and we had a seperate DB Space for CUIC and we still continue with that. The traditional historical tables remain and the replication process remains the same too.
2:Is there any version change for Linux OS used as VOS,
The Linux version is Red Hat Linux 5. To be precise:
[root@uccx10pub /]# cat etc/redhat-release
Red Hat Enterprise Linux Server release 5.7 (Tikanga)
3:Is there any API architecture change in UCCX 10 from previous releases ?
I can answer this more of an overview. The only enhancement in the API side is the introduction of REST API step in the script editor. You can now make REST calls from the script and this ofcourse opens up a whole new world of possiblities.
4:Since from UCCX 10 , we can only use either CAD or Finnesse at one time, whats the impact of changing this after some time in production, let say , i used CAD for 2 months and then i decided to move to Finesse, whats the impact ? or is it a smooth change as switching CUIC and HRC in previoius release ?
For the scenario you mentioned, there is absolutely no problem. The point to note is that the Finesse services are activated/deactivated but the CAD desktop services are ALWAYS running. The only condition to keep in mind is that you can use ONLY ONE type of agent desktop at any time. Also if Finesse is not used and CAD operations are used extensively, it is advisable to shutdown the Finesse service.
5:Is 3rd Party UCS hardware supported by UCCX 10 instead of using Cisco manufactured UCS , can i use HP hardware for Virtualisation ?
Yes, it can be used. This is something called as "Third party specs based specification". The most important things seen for compatibility are:
Inter CPU Model
It it is on thVMWare Hardware Compatibilty List
You can get more information about this on the "Can I use this server?" section of UC Virtualized Hardware page:
http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#.22Can_I_use_this_server.3F.22
6:Is Host name change supported?
Yes, the hostname change is supported. The prcocedure is documented in the UCCX 10.0 Administration Guide:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_0/configuration/guide/UCCX_BK_W1AF9DDD_00_uccx-admin-guide-10.0.pdf (Pg 168)
Cheers,
Abhiram Kramadhati

Installing contact center enterprise 6.0 in new server and upgrading to 7.0

Hi,
I am trying to install contact center enterprise 6.0 into a new server ( earlier both call manage 4.3 and enterprise 6.0 were in the same BOX). So now i am upgrading cucm4.3 to 7.0 and installing enterprise 6.0 onto a new server taking backup from the old server and restoring in the new server. and after that i am planning to upgrade the Enterprise version to 7.0. Is this the right way or there is any other way.

Take a look at the 7.0 Upgrade Guide for your options. You'll be looking for Tech Refresh.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_7_0/installation/guide/Upgrade_Guide.pdf
Is there any reason why you are not upgrading to UCCE 7.5 which is compatible with UCM 7.0?

SAP Solution Manager Adapter for SAP Quality Center by HP (ST-QCA)

Hello Folks,
I am configuring Solution Manager, and the current activity asks to download to add-ons that I can't find in the Marketplace - they are required to activate Solution Manager Enhancements:
SAP Solution Manager Adapter for SAP Quality Center by HP (software component: ST-QCA)
SAP Support Enablement package (software component: ST-SEP)
Does anyone know where to get those components?
Thanks a lot,
Marco

Hi Ravindra babu/ Murali:
I have one very quick doubt and would be really glad if you can help clarify.
As per documentation from SAP and also IMG screens etc. it seems like 'a project' in SolMan will hand-shake with 'a project' in QC.
Can I therefore assume that if there is only one instance of SolMan (productive) and one QC server alone (again, productive), any number of trials I carry out between SolMan project and QC project will not spill over into other projects in these two systems and thus have no impact whatsoever at server level.
The reason for my asking this - in my project, Testing has started using QC in a standalone mode already. We have just one server. If I have to carry out any tests/ demo between SolMan and QC, it shouldn't impact other 'standalone' projects being done in QC.
Regards,
Srini

I used to have an application in my iPhone 4 and 4s that captures business card and creates its content to my contacts. Its no longer working with my i5. Can you recommend me a new apps for this same function

I used to have an application in my iPhone 4 and 4s that captures business card and creates its content to my contacts. Its no longer working with my i5. Can you recommend me a new apps for this same function

Try CardMunch it works well for me

SAP Contact Center new component for Incidents

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