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

Similar Messages

  • 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

  • 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.

  • 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

  • Direct CTI Integration with Oracle Contact Center Form

    Hi,
    We are on 11.5.10.2 and we are trying to implement the "Direct CTI Integration" solution that Oracle suggested to enable Screen Pop in contact center form based on data coming from a third party CTI. In our case we are using Genesys TServers for CTI.
    In this document (The equivalent R12 document is on metalink titled DIRECT CTI Integration - Oracle EBS Contact Center & Third Party CTI [ID 734902.1]), Oracle solution involves little to no coding from the Oracle Apps side other than a few profile setups. We are not able to get started on this because we did not find some of the profile options. And the forms did not have the changes that Oracle said it should have. Obviously, we need to apply some patches but not sure which one.
    I am wondering if there are any users and customer who have implemented a similar solution that can help us get started.
    Thanks.
    Regards,
    Venkat

    It has been a while since we did a test of the Direct CTI integration at my company. We are on a 12 release so the patches are included, unfortunately I can't help there.
    Word from the Wise: Be Prepared....
    The only development on the Oracle side that was necessary was the configuration of the profile settings. You select a port in the settings which will then instantiate an http listener on the user's thin client.
    The development on the CTI side is intensive....you must code an http listener on your client CTI to enable two way communication between the Oracle thin client and your 3rd party CTI client (most likely residing on the desktop of the user PC, in my case, Cisco CTIOS).
    Unless Oracle has since changed their model, you cannot just send a blind screen pop to the Oracle client due to the required 2 way communication. There are a lot of request/response's involved (registers, readys, etc). While it is absolutely necessary for an HTTP listener to exist on the Oracle side, I believe that it is unnecessary to have the level of communication required from the 3rd party CTI. The CTI needs the call control, I just don't believe that Oracle needs to know about it.
    If I have incorrectly interpreted or understood the model/options, I hope someone can correct me.
    Thanks,
    Derek

  • 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

  • CTI Problem in inbound call scenario with Siemens OpenScape Contact Center (CMS)

    Hello Experts,
    we are working on a SAP CRM 7.0 EhP 2 with CTI to a CMS from Siemens (OpenScape Contact Center).
    The basic integration works perfect, so that agents get informed about incoming calls in their Interaction Center UI and so on.
    Currently we have a problem with handling of incoming calls:
    When the agent is available (workmode 'ready') and he does not accept the call, the next available agent in the queue gets the call.
    So far, so good. The problem is that the calls, the agent did not accept, do not disappear in the upper right corner. They are counted up to 5 and a timer starts counting up to 600 seconds. When the 600 seconds are reached, the agend gets disconnected from the communication channel, too.
    (In case the agent talkes a call again, this counter is reset to again)
    Is there any possibility to avoid the signalization of unaccepted calls from CRM side (generally)?
    How could we prevent the agent from disconnection after 600 seconds and 5 unaccepted calls from CRM side?
    Thanks in advance!
    Kind regards
    Martin
    Message was edited by: Joaquin Fornas

    Hi Yoro,
    do you click on a physical phone button or on the button in the WebUI.
    As far is i know, the OpenScape Contact Center does not support hang up funktionallity of the related button in the WebUI.
    If you do not use wrapup time (which is used to give the agent time for the data maintenance before he continues receiving calls) the Counter shoud end after the call.
    It seams that the OpenScape does not work propperly.
    For more details you can take a look into the Log:
    Transaction CRM_ICI_TRACE
    You have to set the User Parameter CRM_ICI_TRACELEVEL to value XXX to enable the logging.
    Good Luck!
    Kind regards,
    Martin Gaschk

  • Contact center simulator

    Hi Experts,
    I want give a demo to the client CIC on IDES. For this I came to know about the Contact center simulator. Can any one help me out to tell the process of installing this simulator or any supporting document or link will be helpful....
    When I am checking in google I got one Link by Stephen Johannes but those link are not working......
    Regards,
    Sap Adherent.
    Message was edited by: Sap Adherent

    Hello Sap Adherent,
    Stephen Johannes blog is the best source of information on this. I had a look and can see the link for the ICI Overview is broken.
    You should be able to access this now at Integrated Communication Interface -  Using Java - SAP Library
    I hope this helps!
    Kind Regards,
    James

  • ICI BCB Contact Center Integration

    Hi,
    We are trying to integrate Solidus eCare 5.0 with SAP CRM 2007 for the IC WebClient scenario. We are facing some problems in the test of the connection between the Contact Center and SAP using the Business Communication Broker (BCB) of the Integrated Communication Interface (ICI). All the parametrization has been done in the SAP side. Up this moment the result of the test is "Failed". It looks like we are not sending any parameter in the IciSystem_exchangeProductInformation method, and we should send the ICI version. Could you please help us with this problem?
    Thanks very much
    Sergio

    Hi Amar,
    Just follow the steps described in Stephen Johannes weblog located here:
    The specified item was not found.
    Please note that you need CRM java stack to be installed.
    Kind regards and good luck!
    Garcia

  • Unified Contact Center Express installation error

    HELLO
    while installing the Unified Contact Center Express 9 on vmware ESXI5.1 i am getting the attached error
    the VM config
    2 cpu
    4 gb ram
    160 gb hdd
    os rhcl5 32bit
    Please help

    http://software.cisco.com/download/release.html?mdfid=284666782&softwareid=283733053&release=2.3&relind=AVAILABLE&rellifecycle=&reltype=latest
    Chris

  • Contact Center Simulator Error

    Hello experts,
    I am trying to simulate the Contact Center simulator in one of our test systems. When I try to access the simulator using
    http://<hostname>:<port>/bcb
    The browser is giving the error
    Service cannot be reached
    What has happened?
    URL http://host_name/bdb call was terminated because the corresponding service is not available.
    Note
    The termination occurred in system XXX with error code 404 and for the reason Not found.
    The selected virtual host was 0 .
    What can I do?
    Please select a valid URL.
    If you do not yet have a user ID, contact your system administrator.
    ErrorCode:ICF-NF-http-c:000-u:SAPSYS-l:E-i:HOST_XXX_00-v:0-s:404-r:Notfound
    HTTP 404 - Not found
    Your SAP Internet Communication Framework Team
    All the services are active only. which service I'm missing to activate? OR am I missing any other settings?
    Please advise.
    Thanks,
    Pandu

    Hi,
    The Contact Center Simulation runs on the J2EE stack so you need to know your J2EE HTTP port and include that in your URL.
    http://<server>:<J2EE Port>/bcb
    The J2EE port is different from the HTTP/S port.
    Check with your basis team to know you J2EE port.
    Regards,
    Joost

  • Unable to access contact center simulator

    All,
    I have done the required conifg steps to set up CCS(Contact Center Simulator). These include:
    3.1.2.1     Defining CMS Profile
    3.1.2.2     Defining CMS System
    3.1.2.3     Defining HTTP Connection (Tested sucsessfull follwoed note 841873)
    3.1.2.4     Maintaining CMS Connection
    3.1.2.5     Assigning CMS System to CMS Profile
    When I try to access the CCS using the following link http://<hostname>:<port>/ccsui/CSSUIStart.jsp
    I get the follwoing error
    The requested resource /ccsui/CSSUIStart.jsp is not available
      Details:   File [CSSUIStart.jsp] not found in application root of alias [ccsui] of J2EE application [sap.com/tcbcbici].
    Any help on this would be rewarded.
    Ani

    Have you tried your SIM in another phone to see if the SIM might be faulty? 
    Ray.

  • Contact Center Express 8.5.1 Issue

    Hi:
    I'm installing a Cisco Contact Center Express 8.5.1 in a virtualized server but when I tried to configure a team, I observed there ar a lot of Default teams created and every time new Default teams are created.
    Any idea about what is making this trouble?

    This is a known bug filed under CSCtq40046. There have been so many TAC cases over this that Cisco released a COP file for it. You'll want to apply it or upgrade to a Fixed In version which appears to be 9.0.
    Please remember to rate helpful responses and identify helpful or correct answers.

  • Migration Contact Center Express 4.5 to Contact Center Express 8.5

    Hi Everyone
    I plan to migrate a Contact Center Express 4.5 to Contact Center Express 8.5, I' m not sure if the database will be restored in the new release, so I was searching information about the database, but I coudn't find information about that, I would like to know if the upgrade process will backup all information from the database (included CDR), if so what utility does this task.
    Thanks

    This is a known bug filed under CSCtq40046. There have been so many TAC cases over this that Cisco released a COP file for it. You'll want to apply it or upgrade to a Fixed In version which appears to be 9.0.
    Please remember to rate helpful responses and identify helpful or correct answers.

  • Error with the Contact Center Simulator

    Hello All,
    I am trying to use the Contact Center Simulator (CCS) with the IC WebUI in SAP CRM 7(IDES).
    I have done all the settings as per SAP Help and the Blog: How to Configure Contact Center Simulator User Interface (CCSUI)n
    When i try to use the CCS i am running into a issue.
    This is the sequence of steps - 
    1 - I start the CCS and then then i login to the IC WebUI and in the CCS i can see the Agent with status "Not Ready".
    2 - I change the status in the IC WebUI to "Ready"  but the status in the CCS doesnot change to "Ready" and remains "Not Ready"
    Tried installing different version of JRE (1.4.xx and 1.3.xx) but no change.
    Activated the ICI trace and the error message is see in the ICI is
    Http Outgoing Request - Http/1.0 401 Unauthorized
    Logon Failed
    Call of url http://<servername>:8004/sap/bc/bsp/sam_sess_queue/sam_session_queue_cntrler.do terminated due to error in logon data
    Note
    Logon performed in system <systemname>.No logon data provided.
    I checked SICF and all the required services are activated.
    So not sure whats the cause of the error.
    Any help/suggestions will be greatly appreciated.
    Cheers
    Subu

    Hi Subbu,
    I have a similar problem , I'm able to view in CCS this message :  Currently no agents are logged on to CCS , how do we proceed forward , i logged to WEB UI and the status is Ready but i'm not able to see the same status in CCS..
    Appreciate if you can publish your solution in this thread ...
    Thanks,
    Satish

Maybe you are looking for