SAP Contact Center Client Workstation Guide · PDF file6 Internet Explorer Configuration ... start is of the same or newer software level than the software it is ... SAP Contact Center

Operations Guide CUSTOMER

Document Version: 12.1711 – 2017-11-27

SAP Contact Center Client Workstation Guide

Content

1 Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

2 Starting IA or SC from Remote Administration Tools. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

3 Starting SC via Web Access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

4 Taking SAP Contact Center End-User Applications into Use. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114.1 Communication Desktop (CDT). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114.2 Using CDT and Microsoft Skype Simultaneously. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124.3 Convergence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134.4 Calendar Integration with Microsoft Outlook. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144.5 Online Monitoring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .154.6 Reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154.7 SAP Cloud for Customer Integration (C4C). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16

5 Installation of Client Components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215.1 Client Components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225.2 Using Auto-Update. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245.3 Installing Client Components on One Workstation from MSI. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .265.4 Using Different SAP Contact Center Versions on Same Workstation. . . . . . . . . . . . . . . . . . . . . . . . . . . 285.5 Installing Client Components with Group Policies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

6 Internet Explorer Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .306.1 Configuring IE Security Settings with Group Policies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316.2 Configuring IE Security Settings on One Workstation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316.3 Appearance of User Interfaces in Internet Explorer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 336.4 Virus Scanning and Malware Protection Programs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

7 Certificates on Client Workstations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 357.1 Using Client Certificates for User Authentication. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .357.2 Checking Certificates Installed on Workstation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 367.3 Providing Trusted Root for Server Certificates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

8 Auto-Start. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 378.1 Configuring Auto-Start with Group Policies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .378.2 Configuring Auto-Start on One Workstation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

9 Installing Audio Devices and Video Cameras. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

10 Calls Recorded at Client Workstations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

2 C U S T O M E RSAP Contact Center Client Workstation Guide

Content

11 Log Files Saved on Client Workstations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4211.1 CDT Logs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4211.2 Convergence Logs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4311.3 Terminal Logs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4311.4 ClientCOM Component Log. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4311.5 ECF Logs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

SAP Contact Center Client Workstation GuideContent C U S T O M E R 3

1 Introduction

This guide describes how to set up a client workstation for different SAP Contact Center end-user applications, and the files that are written at the workstation during the use of the software.

For the planning and installing servers and various applications, see the SAP Contact Center Installation Guide document. For the configuration of the system and its users, see System Configurator application help.

For the basic installation and administration of your computer, its operating system and other prerequisite software, refer to the documentation of the computer and corresponding software.

Some of the functions described in this guide may not be implemented in your system, or you may not have permission to use some of the functions. Furthermore, your system may include separately implemented customer-specific features that this guide does not cover. Contact the supplier or administrator for more information.

CautionThe software users (service providers and end-users) are fully responsible for ensuring that the services provided using this software do not violate or are not used in contravention of local legislation. The software users must acknowledge that the software collects identification data for enabling the services and their invoicing, security and troubleshooting, protecting the services against misuse and misappropriation, and further improvement of the software and services, and they must assume the full responsibility for the use of the collected data.

Document History

Table 1: Document History

Version Date/Description

00 2011-06-06: Initial Release

01 2011-10-13: 7.0 SP01 Added chapters about starting the administration workstation (IA and SC), installing Calendar Integration, and using 6.0 and 7.0 versions on one workstation.

02 2012-04-26: 7.0 SP03 Updated Convergence prerequisites


Introduction


03 2012-08-20: Internet Explorer configuration edited and added mctabuff as prerequisite for Online Monitoring. CDT logging text revised.

2012-08-20: Internet Explorer configuration edited, and added chapter about malware protection programs.

04 2013-02-15: Note about power saving settings for USB devices added. Instructions for MSI packages enhanced.

05 2013-06-17: SP05: IE 10 and Java 7 support added, prerequisites edited

06 2013-09-20: SP06: Client Workstation Components installation updated. Added section SAP Cloud for Sales and Service Integration

2014-01-03: Windows 8 instructions added, device adaptor instructions updated, IE configuration for SAP Cloud added.

2014-02-19: Visual C++ Redistributable for Visual Studio 2012 must be 32-bit. .NET version can be 4.0 compatible. Clarified cloud integration a bit more.

2014-04-04: References to Cloud Edition added.

07 2014-06-10: Product name changed to SAP Contact Center, auto-update function added, all log files changed to type .log, C4C integration updated

2014-08-20: Added information to Starting IA or SC with Web Start on IE starting to block out-dated ActiveX controls, and to Internet Explorer Configuration about the issue with Internet Explorer update MS14-037 (kb2962872).

2014-09-25: Corrected information about recorded files, and Windows 8.0

08 2015-04-21: SP08 changes: auto-update updated, Java 6 support removed.

09 2015-12-01: SP09 version: Also MS Office 2013 32-bit can be used for Outlook Calendar Integration and Convergence; small fixes in auto-update and C4C functions, support for Windows 10 added.

10 2016-08-16: 1608 changes: Java 7 support removed, C4C integration with ECF added.

1702 2017-02-25: SC Web Access is supported.

SAP Contact Center Client Workstation GuideIntroduction C U S T O M E R 5


11: 1705.1 2017-05-25: DirectAccess support added.

2017-05-31: Supported prerequisites updated.

11: 1708 2017-08-28: Skype information updated


Introduction

2 Starting IA or SC from Remote Administration Tools

Use

NoteInfrastructure Administrator (IA) may not work perfectly when run on Windows Server versions older than 2012.

We recommend starting the System Configurator (SC) and Infrastructure Administrator (IA) with the web start that can be launched from the Remote Administration Tools web page. Using web start ensures that the newest installed software package is used.

As of 1705, SC can be accessed over DirectAccess from Internet. For more information, see . IA can be accessed in the internal network only.

Prerequisites

● At least the databases, and virtual units where Remote Administration, Agent Server, and Connection Server packages are installed, and up and running.

● Java SE Runtime 8, 32-bit edition must be installed on the computers where Infrastructure Administrator (IA) or System Configurator (SC) is used.

Note○ 32-bit edition must be used also on 64-bit servers.

● You must have appropriate authentication:○ In IA, the monitoring view opens without credentials, but editing the system model, and saving that,

requires HAC Administration User credentials.○ In SC, only the user accounts with administrator rights are enabled to enter.

● For SC only: An appropriate certificate must be installed and configured on the Connection Server. If a self-signed certificate is used, the certificate must be installed also to the client workstation trusted root.

NoteUse 32-bit IE for launching web start.

SAP Contact Center Client Workstation GuideStarting IA or SC from Remote Administration Tools C U S T O M E R 7

NoteOccasionally, downloading the new version jar file does not succeed but the Java web start uses the old jar file from the Java cache, and the web start does not work. In that case, clear the Java cache in the following way:

1. Choose Start Control Panel Programs Java .

2. In the tab General, choose Temporary Internet Files View .3. Choose System Configurator or Infrastructure Administrator, and click the Remove selected item button.

NoteMicrosoft has informed that on September 9th 2014, Internet Explorer started blocking out-of-date ActiveX controls. This does not affect SAP Contact Center end-user applications but Infrastructure Administrator and System Configurator users may encounter this in environments where the following Java versions are used:

● Java SE 7, everything below (but not including) update 65● Java SE 8, everything below (but not including) update 11.

If this may happen, note that:

● IE does not block the usage but displays a warning. You can choose to use the blocked Java by selecting “Run this time”.

● Blocking is not applied to Local Intranet Zone or Trusted Sites Zone. Make sure that the Remote Administration Tools site is on appropriate zone.

● Install the prerequisite software security updates when available.

Procedure

Infrastructure Administrator

1. Open you browser and go to the address [Website VU]/remoteadmin (or the virtual unit where Remote Administration Tool package has been installed).

2. To start the application, click the Infrastructure Administrator button.3. The Infrastructure Administration monitoring view opens.

To make changes to the system model, choose Connection Connect , and enter user name and password of the Windows account dedicated for system administration.

System Configurator

1. Open you browser and go to the address [Website VU]/remoteadmin (or the virtual unit where Remote Administration Tool package has been installed).

2. To start the application, click the System Configurator button.3. A dialog window opens; enter your account user name and password. The default values are Admin and

12345678. The password must be changed at first logon, the new one must be at least 8 characters long.4. Click Log On.

Troubleshooting


Starting IA or SC from Remote Administration Tools

If the System Configurator does not open:

1. Make sure that during Remote Administration Tools package installation, the variables Connection Server IP Address, Connection Server Port Number, and Connection Server Certificate Common Name are properly defined. To view and change these definitions, click the Connection opening icon.

2. Make sure that the Connection Server-related certificate is properly installed, configured, and can be found in Trusted Root.

Advanced Use

In ASP environment, where several independent SAP Contact Center systems may locate on same servers, you can define additional connections so that you can start each system’s SC from the same Remote Administration Tools page. Make sure you define all items of a connection right for that connection, and make sure that the web start is of the same or newer software level than the software it is connecting to.

To define more connections:

1. To open the connection view, click the opening icon. Define the following items:○ Connection Name: Enter free-form text, for example the customer name, such as ACME.○ IP Address: Enter the Connection Server’s IP address.○ Port: Enter the Connection Server’s port, the default value is 21002.○ Certificate: Enter the Connection Server certificate’s common name.

2. Click Save.

To delete a connection defined for reaching other systems’ SC, choose the connection from the pull-down menu, click the opening icon, and choose Delete.

SAP Contact Center Client Workstation GuideStarting IA or SC from Remote Administration Tools C U S T O M E R 9

3 Starting SC via Web Access

As of 1702, the direct web access to System Configurator (SC) can be enabled. For more information, see . It requires that instead of Connection Server, the Connection Web Server module is installed in the system.

System administrators define the URL and provide SC users with the token they need to use to start SC in the following way: https://[URL for Clients to Connect to Connection Web Server]/sc/default.jsp?token=xyz.

As of 1705, it is possble to access SC over DirectAccess also when web access is used. For more information, see .


Starting SC via Web Access

4 Taking SAP Contact Center End-User Applications into Use

Each SAP Contact Center application has its specific requirements, see the following sections

● Convergence [page 13]● Communication Desktop (CDT) [page 11]● Calendar Integration with Microsoft Outlook [page 14]● Online Monitoring [page 15]● Reporting [page 15].● Additionally SAP Cloud for Customer Integration [page 16] can be used with CDT or Convergence.

4.1 Communication Desktop (CDT)

Prerequisites

● Software prerequisites: Microsoft Windows 7 or 10 operating system and Internet Explorer 11.● Make sure that there are no 3rd party Internet Explorer add-ons, such as Google toolbar, installed on the

workstation. These 3rd party software can block CDT from opening, or affect the sound quality. If you are using Microsofyt Skype, see Using CDT and Microsoft Skype Simultaneously [page 12].

● Configure the Internet Explorer security settings as defined, and see also settings affecting the UI appearance [page 33].

● If client certificates are used for user authentication, or a trusted root is required for server certificates, install the appropriate certificate on the client workstation. See the section Certificates on Client Workstations [page 35].

● As of 1705, it is possible to use CDT over DirectAccess anywhere via internet if the administrator has defined an appropriate NAT location, and client components of version 1705, or newer, are used. For more information about NAT configuration, see System Configuration application help.

Procedure

1. Install the terminal component on the client workstation. See the chapter Installation of Client Components [page 21].

2. Configure Microsoft Internet Explorer software:○ Add the SAP Contact Center website to the trusted sites. Use the address of the virtual unit where the Web

Clients package has been installed.○ Adjust the Internet Explorer security settings so that the system works but the maximum security is

ensured, see the chapter Internet Explorer Configuration [page 30].

SAP Contact Center Client Workstation GuideTaking SAP Contact Center End-User Applications into Use C U S T O M E R 11

3. Make sure that there are appropriate audio devices, and optionally a video camera installed on the client workstation. See the chapter Installing Audio Devices and Video Cameras [page 39].

NoteMake sure that the power saving setting of the operating system does not turn the USB device off when it is inactive (see the settings MyComputer > Properties > Hardware > Device Manager > Universal Serial Bus controllers > USB Root Hub-Properties > Power Management). If the settings are available in BIOS, make sure the USB legacy settings are enabled and the USB mouse and keyboard are supported.

4. To start the CDT, browse to the virtual unit address where the Web Clients packages has been installed, http://[Website VU/cdt, and enter username and password.As of 1705, if the DirectAccess is enabled, the address must be a fully qualified domain name, FQDN, with the extension /cdt.

Additionally, it is possible to configure CDT to start automatically at user logon, see the chapter Auto-Start [page 37]

4.2 Using CDT and Microsoft Skype Simultaneously

Both CDT and Microsoft Skype (Lync) use the same Human Interface Device (HID) addresses to control the USB audio device. If both are running simultaneously, Microsoft Lync may impair CDT audio stream.

System can be configured to reserve USB audio device specially for CDT. This scenario is supported only with Jabra and Sennheiser devices listed on Compatibility List.

Reserving USB Audio Device for CDT

To reserve the audio device specifically for CDT, install terminal_HS_USBHS.msi headset driver. By default the reservation feature is turned on. If you wish to disable it registry needs to be modified.

For Jabra devices: (DWORD)

HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\SAP\CCTRAXPXY\HID_USE_JABRA_SPECIAL_COMMANDS

For Sennheiser devices: (from SP10 and upwards)

HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\SAP\CCTRAXPXY\HID_USE_SH_SPECIAL_COMMANDS


Taking SAP Contact Center End-User Applications into Use

https://help.sap.com/http.svc/rc/3e62743065ff4ec1bd94507996b5da86/Cloud/en-US/SAP%20CCtr%201705%20CL%20list.pdf

4.3 Convergence

Use

If you have an earlier version of the Convergence, remove it with Start Control Panel Add and Remove Programs .

Prerequisites

● Microsoft Office 2007/2010/2013, 32-bit● Microsoft Office 2007/2010: Primary InteropAssemblies Redistributable● Microsoft .NET framework, 32-bit, the newest 4.0 compatible version● Visual C++ Redistributable for Visual Studio 2012, 32-bit

Make sure that there are appropriate audio devices installed on the client workstation. See the chapter Installing Audio Devices and Video Cameras [page 39].

NoteMake sure that the power saving setting of the operating system does not turn the USB device off when it is inactive (see the settings MyComputer > Properties > Hardware > Device Manager > Universal Serial Bus controllers > USB Root Hub-Properties > Power Management).

If the settings are available in BIOS, make sure the USB legacy settings are enabled and the USB mouse and keyboard are supported.

Procedure

1. Install the terminal_Core_7.0.x.x.msi or 7.0.x.x_CloudEdition.msi package according to your edition. Install also required handset adapters. See the section Installation of Client Components [page 21].

2. To install the actual Convergence software, copy the convergence.msi package to an appropriate directory, for example C:/SAP/ContactCenter.

3. Double-click the convergence.msi package, and follow the instructions. When Convergence is started for the first time, it asks the Host Address. Enter the address and port of the virtual unit where the Web Clients package has been installed, for example <Website VU>:1080.


4.4 Calendar Integration with Microsoft Outlook

Prerequisites

The following software must be installed on each workstation where Calendar Integration with Microsoft Outlook is going to be used:

● Microsoft Outlook 2007, 2010, or 2013, 32-bit● Microsoft .NET framework, 4.0 compatible● Visual C++ Redistributable for Visual Studio 2012● For Microsoft Office

○ 2007/2010: Primary InteropAssemblies Redistributable○ 2013: .NET Programmability Support package.

Procedure

1. Install the terminal_Core_7.0.X.XX.msi package. If telephony functions are used from the same workstation, install also the proxy component and possible required device adapters.See the section Installation of Client Components [page 21].

2. Install the CalendarIntegration.msi package. Before installation remove any older version of the software. To install on an individual workstation:1. Close MS Outlook.2. Copy the CalendarIntegration.msi from the Client Workstation Components package to an

appropriate directory, for example C:/SAP/ContactCenter.3. Double-click the MSI package and follow the instructions.

3. Start the MS Outlook application.○ If you have installed the application for the first time, when you open a calendar event in MS Outlook, the

dialog window prompts for the host address. Enter the website address and port (the virtual unit where the Web Clients package has been installed), for example 1.2.3.4:1080.

○ When the server connection is found, the Logon window appears:○ Username: Enter the username configured for your SAP Contact Center user account.○ Password: Enter the password configured for your SAP Contact Center user account.○ Choose Logon.

4. Restart the MS Outlook software.



4.5 Online Monitoring

Prerequisites

● Microsoft Windows Vista, or Windows 7 or 10 operating system; Internet Explorer11.● The Scalable Vector Graphics (SVG) plug-in is required for viewing certain reports of the Online Monitoring

application. IE versions 9.0 and later include a SVG viewer, and no separate installation is required, but to enable the viewer, make sure that the monitoring site is not in the compatibility mode. Most cases can be corrected by choosing in IE Tools Compatibility View Settings , and remove the selection Display Intranet Sites in Compatibility View.

● Make sure that the mctabuff component is installed on the computer, see Installation of Client Components [page 21].

● The user must have appropriate access right defined in System Configurator. Rights can be defined either directly for a user, or indirectly for a role or a group. The following ones are used in Online Monitoring:○ Statistics Summary: This option means that a user can see aggregated summary statistics for agents and

queues, such as how many calls agents are handled today, or how many calls has arrived to queue today.○ Statistics Detail: This option means that a user can see detailed statistics for agents and queues, such as

the Contact View. Summary rights are included in these rights.○ Supervisor-Related rights. They enable supervising other agents with Supervising Tools.

● See also the settings affecting the UI appearance [page 33].

Procedure

1. To start the Online Monitoring, browse to the [Website VU]/monitor (address of the virtual unit where the Monitoring Web Client has been installed).or

1. Choose in CDT File Online Monitoring (if the link is enabled by administrator in System Configurator).

4.6 Reporting

Prerequisites

NoteRights to view reports cannot be defined in the System Configurator for a SAP Contact Center user account, but they are defined for a Windows user account in Windows and SQL Reporting Services tools. For more specific role definitions, see instructions in the Operation Guide.

You must have appropriate role defined for your Windows user account.


To define the role:

1. Browse (with administrator rights) to [Reporting VU]/reports address

2. Choose Folder Settings Security New Role Assignment .3. Enter the user or group name.4. Choose an appropriate role.5. Choose OK.

Procedure

1. Start the Internet Explorer and browse the page [address of Reporting website]/reports.2. To open the set of reports, click the appropriate folder. The folder name is defined during installation. If several

time zones are configured to the system, the folders of other zones can be found on this same site.3. Language selection in SAP Contact Center does not effect Reporting but it follows the Internet Explorer (IE)

language. To change the language, define it in IE Tools Internet Options Languages . Note the following exception:○ If the chosen IE language is not supported by SAP Contact Center, English is used. The list of supported

languages is available in Communications Desktop application’s Settings view.○ Language selection does not effect the Reporting Services -related items above the actual report, such as

search parameters and the View Report button. They follow the language option used in the Microsoft SQL Server software. If the IE language is not supported by the SQL software, the installation language is used.

○ Only the reports are available in different languages; the items saved in the database and displayed in the reports, such as Outbound campaign comments, are available as they are entered in the database.

4.7 SAP Cloud for Customer Integration (C4C)

Communication Desktop (CDT) and Embedded Communication Framework (ECF) can be integrated with SAP Cloud for Customer (C4C).

Customer data is displayed with incoming call, based on the caller number, called number, or call attached data collected, for example, by an IVR application. Additionally, when the function is available on SAP CRM side, the tickets based on e-mail, social media events, or customer incidents can be routed in SAP Contact Center to optimize the queue, skill, and priority selection. On SAP Contact Center side the tickets are routed in e-mail channel, and they are handled in CDT.

NoteBoth options require CTI adapter, embedded CTI integration is not supported.



Functions and installations of these two solutions are slightly different:

ECF

ECF widget within the C4C user interface provides buttons for handling interactions.

Integration covers:

● Inbound calls● Outbound calls (without click-to-call)● Multi-chat● Action items (in e-mail channel)

To install C4C-ECF integration,

1. Define mashup in C4C.2. Configure mashup in C4C.3. Enable phone and chat activity in C4C4. Install CTI adapter.5. Configure integration for users or queues in System Configurator

For steps 1 to 3, see instructions in ECF Developer Guide, for 4 to 5 below.

Figure 1: Principle of Integrating ECF and C4C

CDT

Contact handling, such as answering, transferring and hanging up, takes place in CDT.

Integration covers:

● Direct and queue calls in the voice channel (as of SP06)● Chat, single (as of SP07).


● Calling a customer using the “click-to-call”: clicking the number starts making the call.

Figure 2: Principle of Integrating CDT and C4C

For installation, see the prerequisites and procedure below.

Prerequisites

● CDT components have been installed on workstations, see corresponding chapter in Taking End-User Applications into Use [page 11].

● Access to the required SAP Cloud for Customer components:○ SAP Contact Center Connector for SAP CRM Cloud (CloudConnector.msi) is available in SAP Contact

Center software in Client Workstation Components folder.○ SAP CRM CTI Adaptor (SAPCODCTIClientAdapterSetup.exe) is available in SAP CRM OnDemand

software delivery.

● Add http:localhost to the trusted sites in Internet Explorer in Internet Options Security Trusted Sites .

Installing Components

Note● Install components in the following order, especially the SAP CRM CTI Adaptor must be installed before the

SAP Contact Center Connector for SAP CRM Cloud.● As of FP11, the ClientCom component from the mctabuff.msi package can be used, and a separate

clientcom.msi is not delivered anymore.



1. For CDT users only: Install the ClientCOM component from the mctabuff.msi package on the workstation.2. Install SAP CRM CTI Adaptor (SAPCODCTIClientAdapterSetup.exe) for inbound call’s screen pop-up

integration. The package is available in SAP CRM OnDemand software delivery.3. Install SAP Contact Center Connector for SAP CRM Cloud (CloudConnector.msi) for click-to-call

integration. Make sure that the connector is installed in the same folder as SAPCODCTIClientAdapterSetup.exe (the default folder).

Configuring in System Configurator

You can activate the integration either for a queue (as of SP07), or for queue and direct contacts of certain users using a user setting template (as of SP06).

To activate integration for a queue:

1. In System Configurator, choose Queue Management Queues , and choose the queue.

2. In Integration Settings SAP Cloud for Customer Integration URL , enter the URL.3. Save your entries.

To activate integration for a user settings template:

1. In System Configurator, choose User and Role Management User Settings Template .2. Open an existing template, or create a new one, and assign the integration users to it.3. Choose the block SAP Cloud for Customer Integration and enter the URL in one or both of the following fields:

○ To pop up the SAP CRM OnDemand screen with incoming direct (personal) contacts, enter the URL in the field URL for Direct Calls.

○ To pop up the SAP CRM OnDemand screen with incoming queue contacts, enter the URL in the field URL for Queue Calls.

4. Save your entries.

URL Format

In the above fields, enter the URL http://localhost:<xxxxx>/?CID=<yyyy>, where

● <xxxxx> is the port of the local host of your system, by default 36729.● <yyyy> is the identification code, for SAP Contact Center the current value is BCM1234.

Blocking Unnecessary Events

As of 1711, you can prevent certain contact events from being sent to C4C. Each contact event creates an object in C4C and this may cause unnecessary objects to be created. Define the blocked events by adding one or more of the following parameters after the URL, separated with an ampersand (&) character:

● CALL_ALLOCATED=SKIP● CALL_CONNECTED=SKIP● CALL_DISCONNECTED=SKIP● CHAT_ALLOCATED=SKIP● CHAT_CONNECTED=SKIP● CHAT_DISCONNECTED=SKIP● MAIL_CONNECTED=SKIP● MAIL_DISCONNECTED=SKIP


ExampleIn the following URL the events of allocated calls and disconnected calls are blocked, and only the connected calls create an object in C4C:

http://localhost:36729/?CID=BCM1234&CALL_ALLOCATED=SKIP&CALL_DISCONNECTED=SKIP

Integrated Data

With an incoming contact, following data is pushed:

● CID: Identification code value. With SAP Contact Center integration, this value is BCM1234.● DNIS: Dialed Number Identification Service● ANI: Telephone number of the caller● ExternalReferenceID: Call ID

Additionally, if there are any call attached data custom parameter values (for example, via a Customer Recognition IVR application), they are included as such at the end of the URL. Contacts can include skills, preferred agent and priority information for routing the contact to the right queue and agent.

Using SAP Cloud for Customer Integration

1. Start the SAP Cloud for Customer CTI Client Adapter in the mode “run as administrator”. For more information, contact SAP CRM Cloud support.

2. Log on to SAP CRM OnDemand /Cloud UI.3. Log on to CDT.

After that, the customer information shall pop up upon incoming direct and/or queue calls or chats depending on the System Configurator configuration above. If the contact includes an incident ID defined in the integrated system, it may appear as a Ticket ID in CDT chat form.

If the CloudConnector.msi is installed, the user can click a phone number shown as a link in SAP CRM Cloud UI to make a call.

Note that SAP CRM OnDemand /Cloud user interface does not provide any call handling controls, such as answering, transferring, consulting, hanging up, and handling conferences, so the calls must be handled in CDT or ECF.



5 Installation of Client Components

As of SAP Contact Center version SP07 (7.0.7.0) the client workstation components can be installed and updated automatically, if that is enabled on the server-side. The feature requires Internet Explorer version 8, or later.

NoteWhen upgrading to 7.0.7.0 from an earlier version, do not start auto-update at the upgrading procedure but install client components first from MSI packages in a traditional way. Take auto-update into use as a separate project. If downgrading back to the earlier version is required, an additional removal procedure for the auto-update feature is required, which may be difficult if not planned carefully.

For SAP Contact Center versions older than 7.0.7.0, the client components need to be installed on each client workstation from MSI packages.

To install terminal components, see the following topics:

NoteMake sure that the prerequisites defined for each application are installed before installing the client workstation components.

● Client Components [page 22]● Taking Auto-Update into Use [page 24]● Installing Client Components on One Workstation from MSI Package [page 26] for one user● Installing Client Components with a Group Policy [page 29] for several users.● Using Different Versions on Same Workstation [page 28] for installing both versions 6.0 and 7.0 client

components.

SAP Contact Center Client Workstation GuideInstallation of Client Components C U S T O M E R 21

5.1 Client Components

The following terminal components are available:

Table 2: Client Terminal Components

Terminal Component Description Note

terminal_Proxy.msi The client end service that communicates with the CDT application.

Works as a proxy between the terminal core component and the user interface. CDT requires that terminal_Proxy is installed.

NoteThe version 7.0 proxy can be used with the 6.0 core, but not vice versa. Install Proxy before other terminal components.

terminal_Core_7.0.x.x.msi Actual terminal component. CDT requires that also terminal_Proxy is installed; Convergence and Calendar Integration work with terminal_Core alone. Several core component versions can be on the workstation simultaneously, the software uses always the newest one, unless a specific version is defined in IA in the Web Client installation.

NoteIf the auto-update is in use, do not install the MSI package.


Installation of Client Components


terminal_HS_xxx.msi

Special cases: terminal_HS_USBHS.msi

Device adaptor for the xxx headset.

NoteIf more than one headsets is used on a workstation, terminal_HS_USBHS.msi must be installed as well. It provides the handsets.ini information about which adaptor is used with which headset.

The terminal_HS_PlantronicsV3.msi headset requires that a third-party run-time package is installed as well.

Requires that terminal_Core component is installed already, and if CDT is to be used, also terminal_Proxy.


terminal.msi Complete package that includes all terminal_ packages listed above.

Not available in cloud edition.

This package cannot be delivered with a group policy, it must be installed on each client workstation separately.

For demo and training purposes only, not for production use.

mctabuff.msi Installs a ClientCOM ActiveX component required for Online Monitoring and telephony integration with third parties.

Not included in the complete terminal package. Downloads automatically if that is allowed in IE settings.

NoteAs of FP11, this ClientCOM component works also with C4C integration.

wvp.msi Video ActiveX component of CDT. Enables sending and receiving video stream.

Not included in the complete terminal package.


CalendarIntegration.msi Outlook Calendar Integration component.

Requires that terminal_core is installed.

Convergence.msi Installs Convergence component. Requires that terminal_core is installed, and possible handset drivers if a handset is used.



clientcom.msi

Obsolete, removed from the package in FP11, as also the folder SAP CRM Cloud Integration Components.

Installs SAP Contact Center ClientCom for SAP Cloud for Sales and Service, for CDT only.

Not needed anymore as the ClientCOM component from the mctabuff.msi package can be used.

CloudConnector.msi Installs click-to-call function in SAP Cloud for Customer.

Not included in the complete terminal package.

NoteMake sure you install components of SAP Cloud for Customer in right order. For more information, see Client Workstation Guide section SAP Cloud for Customer Integration.

Installation order:

1. Make sure there is the ClientCOM component installed.

2. SAPCODCTIClientAdapterSetup.exe from SAP CRM OnDemand software delivery

3. CloudConnector.msi

Added in SP06.

Folder: 3rd_partyPlantronics > SpokesSDKNativeRuntime.msi

The Plantronics run-time package that an updated Plantronics integration component, terminal_HS_PlantronicsV3.msi, requires.

Added in SP10.

5.2 Using Auto-Update

As of version SP07 (7.0.7.0), the telephony client terminal components can be installed and updated automatically on workstations.

Note● Auto-update can be used with Internet Explorer version 8, or later, only.● When upgrading to 7.0.7.0, or later, from an earlier version, upgrade client components manually before

enabling auto-update. If you need to downgrade back to the earlier version, remove all client components before downgrading to versions prior to 7.0.7.0.

To enable auto-update,



● Make sure that the Update Client Component Automatically checkbox is selected in IA in Variables for Web Clients under all appropriate website virtual units.

● Remove installed client components that are older than 7.0.7.0 from all workstations in both of the following ways:

○ Start Control Panel Uninstall a program , and uninstall all programs with a name SAP BCM Terminal XXX and SAP Contact Center Terminal XXX.

○ In Internet Explorer, select Tools Internet Options General Browsing history Settings View Objects , right-click the client component, and choose Delete.

When the user starts CDT for the first time with auto-update enabled, the client components are loaded in the following way:

Table 3: Downloaded Files and Folders

Download Folder Downloaded Files

For example: C:\Users\<USERID>\AppData\Local\Microsoft\Internet Explorer\Downloaded Program Files

● PhoneATLProxy.exe

NoteThis component is not updated if it is already installed from a .MSI package.

● terminal.inf

C:\Windows\Downloaded Program Files

Downloaded only if video phones are enabled for the user.

● wvp.exe● wvp.inf

%TEMP% ● COM_Phone_7.0.7.X.dll● handset_GNNetCOM_v10.dll● handset_UsbHid_v10.dll● handsets.ini

Limitations and Considerations

Notice the following limitations where auto-update cannot be used:

● Auto-update cannot update client components that are older than 7.0.7.0.● Auto-update cannot update mctabuff.msi, clientcom.msi, CloudConnector.msi, Convergence.msi,

CalendarIntegration.msi, terminal_NET.msi they must be installed manually.● Auto-update installs only the GNNetCom ja UsbHid (same as in HS_USBHS.msi) handsets. If you need other

handsets, install them manually from MSI packets.● Do not install manually other packets than the exceptions listed above, otherwise auto-update may not work.

Using auto-update requires that you follow the enabling instructions above carefully. Otherwise the scenarios listed in the table below may occur, especially in a system upgraded from an earlier version.


Table 4: Troubleshooting Scenarios

Scenario What Happens? How to Fix?

Auto-update is not enabled:

Auto-update was used to install the client components, but later the Web Clients variable Update Client Component Automatically is disabled.

Starting CDT fails because it cannot find phone components.

Install client components from the MSI packages, or enable auto-update again.

Auto-update is used, but then the system is downgraded to a version earlier than 7.0.7.0.


An additional removal procedure for the auto-update feature is required.

Install the client components manually.

No client components are installed on workstations and the Web Clients variable Update Client Component Automatically is not selected.


Enable auto-update in all website virtual units, or install client components from MSI packages.

The client components installed on the workstation are not removed before starting to use auto-update:

7.0.7.0 version client components have been installed from MSI though auto-update is in use.

Terminal components are updated automatically.

No issues.

Older than 7.0.7.0 client components have been installed.

CDT starts with an old client component, for example SP06, and it is not updated automatically.

Remove installed client components.

The Client Terminal Component Version variable specifies a newer version than what is available on the website.

Starting CDT fails because the required client component version cannot be installed.

Update the we-site to the version required by Client Terminal Component Version, or align the Client Terminal Component Version with the website version.

5.3 Installing Client Components on One Workstation from MSI

Use

Note● We recommend installing separate terminal components (terminal_proxy, terminal_Core, and

possible device adaptors) instead of the complete terminal package (terminal.msi) because that lessens work in updates, and makes the system more flexible.



● Install only one terminal_Proxy on a workstation. 7.0 terminal_Proxy can be used with 6.0, but not vice versa, see Using Different Software Versions on Same Workstation [page 28].

● Install MSI packages so that CDT or any other phone client component is not running while you do it, restarting the computer is not required. To see other options for the MSI package installation, run the .msi in the command line with the parameter /?.

● Install the terminal_Proxy.msi and terminal_Core.msi packages before installing the device adaptors.

● In SP06 and later, you can install all or some of the available device adaptors (terminal_HS_xxx.msi) on all workstations. If you install more than one device adaptor, make sure you install also the terminal_HS_USBHS.msi file for it loads and reads the handset.ini file and obtains information on which adaptor to use with which device. In earlier versions we recommend installing only the adaptor specific to the handset used.

Procedure

MSI packages can be found in the Client Workstation Components folder of the installation directory.

Installing Separate Terminal Components

We recommend installing separate components

1. Double-click the terminal_Proxy.msi package.2. Double-click the terminal_Core.msi package.

● If a handset is used, install the driver: double-click the desired one of handset driver packages.● If the agent will use video calls, double-click the wvp.msi package to install the video component.● If the agent uses Online Monitoring or needs link to the third party telephony applications, double-click the

mctabuff.msi package.

Installing Complete Terminal Package

Install complete package only for testing or demonstration purposes:

1. Double-click the terminal.msi package.2. The setup wizard starts. Choose Next.3. Choose one of the options

○ Complete: Installs all terminal components (core, proxy, and all drivers), except MCTABuff, WVP, Calendar Integration and Convergence packages.

○ Typical: Installs proxy and core components. These two are mandatory for CDT.○ Custom: You can select which of the components are installed, for example, only one of the handset

drivers.○ Choose Next and Install.

4. Install the MCTABuff, WVP, Calendar Integration and Convergence components from their own MSI packages, if required.


5.4 Using Different SAP Contact Center Versions on Same Workstation

Use

To use software 6.0 and 7.0 versions on the same workstation, install the 7.0 version terminal_proxy.msi and then corresponding terminal_core components.

After initial installation, when a new version of the terminal_Core component is published, you can add the new one and not remove the previous one.

Prerequisites

● Do not use complete terminal packages.● Install only one terminal_Proxy on a workstation.● 7.0 terminal_Proxy can be used with 6.0, but not vice versa.

Procedure

Installing terminal components:

1. Remove all version 6.0 client components , and also complete sets of 7.0 version client component (installations of terminal.msi).

2. Install version 7.0 terminal_proxy.msi.3. Install version 7.0 terminal_core.msi.4. Install possible required handset drivers.5. Install version 6.0 terminal_core.msi.

Defining the terminal version (if several 7.0 Core components are installed):

● The software uses the newest version of terminal_core.msi available for each main version, unless a specific version is defined.

● To define the terminal version to be other than the newest one, start the Infrastructure Administrator, choose Deployment mode, the Website VU installation, and Web Clients package parameter Client Terminal Component Version, and enter the version number. The defined version is used in all client workstations of the system.



5.5 Installing Client Components with Group Policies

Use

NoteThe complete terminal package terminal.msi cannot be delivered with a group policy. Use specific terminal components instead, see requirements for each application in the chapter Taking SAP Contact Center End-User Applications into Use [page 11].

With the following procedure you enforce that the package is installed on all workstations of the organizational unit when the client logs on:

Procedure

On the Active Directory server with the Active Directory Users and Computers tool:

1. Start Group Policy Object Editor Computer Configuration Software Installation .2. Browse the installation directory and the folder Client Workstation Components for the MSI packages, the

default address is C:\SAP\ContactCenter\Install\7.0.x.x\Client Workstation Components\contents. The directory is created during installation process, make sure you are authenticated to access it.

3. Choose one MSI package from the list. You can deploy several packages at a time, but to select the right options for each package, we recommend deploying one package at a time.

4. Choose the Deployment tab and the following options:○ Deployment type: Assigned.○ Install this application at logon: Choose.○ Installation user interface options: Basic.

5. Choose OK.6. If the package you are installing has already been installed on the workstation with a group policy, select the

Upgrades tab.○ Select the option Uninstall the existing package, then install the upgrade package.○ Choose OK.


6 Internet Explorer Configuration

Some SAP Contact Center applications require that the Microsoft Internet Explorer software is installed on the workstation, and its security settings are set accordingly. See specific requirements in section Taking End-User Applications into Use [page 11].

NoteMake sure that there are no 3rd party Internet Explorer add-ons, such as Google toolbar, nor other VoIP solutions, such as Skype, installed on the workstation. These 3rd party software can block your SAP Contact Center application, or affect the sound quality.

Note

Delete Internet Explorer temporary files regularly, and always when upgrading the system, with ToolsInternet options Delete . Accumulated temporary files may impair software functions, such as CDT Diagnostic View.

CautionIssue with Internet Explorer Security Update MS14-037 (kb2962872)

Installing the Microsoft update MS14-037 (kb2962872, the update is currently included in IE11 installation package) may cause malfunction in CDT. With the update, the iexplorer.exe process utilizes almost 100% of the processor capacity, and CDT becomes so slow that entering a number or other interactions in user interface are impossible, or the UI crashes entirely.

To solve the problem, install the following Microsoft updates:

● kb2976627 (see http://support.microsoft.com/kb/2976627 )● kb2929437 (see http://support.microsoft.com/kb/2929437 ), required for 32-bit Windows environment,

only.● kb2991509 (see http://support.microsoft.com/kb/2991509 )

NOTE: These updates are not installed automatically but you must fetch them from Microsoft support page.

● To define the security settings with a group policy, see the section Configuring IE Security Settings with Group Policies [page 31].

● To define individual security settings, see the section Configuring IE Security Settings on One Workstation [page 31].

● Some settings in IE affect the appearance of applications, see the section Appearance of User Interfaces in Internet Explorer [page 33].

● Some malware protection programs may prevent SAP Contact Center from running properly. For workarounds, see the section Interference from Malware Protection Programs [page 34].


Internet Explorer Configuration

http://help.sap.com/disclaimer?site=http://support.microsoft.com/kb/2976627



6.1 Configuring IE Security Settings with Group Policies

Use

Define the settings with the Group Policy Object Editor software on the Active Director server.

NoteThe following procedure is supported at least on the Internet Explorer 6.0. Configure the IE 7.0, 8.0, 9.0 and 10.0 settings individually on each workstation, or follow the basic principle of the procedure below.

Procedure

1. First create a Trusted Sites Zone template.

1. Choose User Configuration Administrative templates Windows components Internet ExplorerInternet Control Pane Security Page .

2. Double-click the option Trusted Site Zone Template.3. Click the Enable button.4. Choose the security level Medium.5. Choose the option Site to Zone Assignment List Properties.6. Choose the Enabled option.7. Click the Show button. The dialog window appears.8. Click the Add button and add the Website address or name to the Value Name list and 2 to the Value list.

The value 2 defines that the site is a trusted site.2. Then adjust the actual security settings:

1. Select the Trusted Sites Zone template you created above.2. Change the settings that prevent the application from working, see the settings on the one workstation

procedure.3. After adjusting settings, remember to Refresh policies to deploy them to the selected organizational unit.

6.2 Configuring IE Security Settings on One Workstation

Use

Set the following security settings in the Internet Explorer software.

NoteThese settings are different in versions 6.0 and 7.0. If you use your workstation also for 6.0 version, see the 6.0 guide for settings.

SAP Contact Center Client Workstation GuideInternet Explorer Configuration C U S T O M E R 31

Procedure

1. Choose Tools Internet Options Security Trusted sites .2. Add the site to the trusted sites:

1. Choose Sites.2. If HTTPS is not in use in the website, remove the selection from the Require server verification (https:) for

all sites in this zone option before adding new sites to the list.3. Add to the list of trusted sites the IP address of the virtual unit where the Web Clients package is

installed (called Website VU in the default naming), and choose Close to return to the Internet options dialog window.For viewing reports, add the address of the virtual unit where the Standard Reports package is installed.

3. Define security settings:1. Choose again the Trusted sites option and Custom level to set the custom security settings.2. Reset the settings to the Medium level and then set the following individual settings as required for each IE

version.4. To view Reporting, allow Access data sources across domains in the security settings.

NoteDefining other settings may cause malfunction. For example, if the setting ActiveX controls and plug-ins: Only allow approved domains to use ActiveX without prompt is enabled, CDT may not start.



The following settings are the minimum changes required to the Medium level of the Internet Explorer security settings for the system to work properly:

Table 5: Required Internet Explorer Settings

Version Settings

Internet Explorer 8.0, 9.0, 10, and 11 ● ActiveX controls and plug-ins○ Automatic prompting for ActiveX controls: Enable.○ Initialize and script ActiveX controls not marked as safe for scripting:

Enable.● Miscellaneous

○ Allow data sources across domains: Enable. This is required if SAP Cloud for Customer client side integration is used.

○ Allow script-initiated windows without size or position constrains: Enable.

○ Use SmartScreen Filter: Disable.○ Use Pop-up Blocker: Disable.

● User Authentication○ Choose Automatic logon with current user name and password. This

setting is required if the system servers and workstations are located in different domains.

● In Tools Internet options Advanced Security Allow active

content to run in files on My Computer : Enable. This is required for browsing for a folder to save e-mail attachments and for viewing embedded images.

NoteOnly in IE 9.0 and 10: To enable the use of built-in SVG viewer for viewing

data graphs in the Summary view of Online Monitoring, choose Tools

Compatibility View Settings , and remove the selection Display Intranet Sites in Compatibility View.

6.3 Appearance of User Interfaces in Internet Explorer

Settings in Microsoft Windows and Internet Explorer affect the appearance of IE applications such as CDT, Online Monitoring, and Reporting. If the UI does not appear as it should, for example, the screen is displayed only partially, or the menu bar is missing, check the following or corresponding settings:

● Theme: Control Panel Appearance and Personalization Personalization Theme : We recommend using the Windows Basic or Windows Classic theme.

● Size of text: Control Panel Appearance and Personalization Display : Size of text Use the default settings (the option Smaller), or in Set custom text size (DPI) use 100 % of the normal size, that refers to 96 DPI.

SAP Contact Center Client Workstation GuideInternet Explorer Configuration C U S T O M E R 33

● IE text size: Choose Tools Zoom and 100%. Alternatively, to adjust the text size, place the cursor on the application UI, press CTRL and scroll with the mouse scroll button, or press CTRL and plus (+) or minus (-) keys.

● Tabbed browsing: If you use tabbed browsing, choose in Tools Internet Options Tabs Settings either the option Always open pop-ups in a new window or Let Internet Explorer decide how pop-ups should open. Do NOT use the option Always open pop-ups in a new tab.

6.4 Virus Scanning and Malware Protection Programs

Some virus scanning or malware protecting programs, such as Microsoft Security Essentials (MSSE) or Microsoft Forefront endpoint protection, may impair CDT or Convergence functions by reserving too much CPU capacity. The following work-arounds have been found to be useful:

● Exclude from scanning:○ c:\users\*\appdata\local\temp\ContactCenter*.log files○ iexplore.exe

● Optionally exclude from scanning c:\users\*\appdata\local\temp\mct*.txt.

NoteFile names and extensions were changed in SP07. In systems with older software than SP07, exclude logfiles that start with CDT* and have extension .txt.



7 Certificates on Client Workstations

Install certificates on client workstations in the following occasions:

● When a type x.509 certificate, such as SAP Single Sign-On, is used for user authentication, see Using Client Certificates for User Authentication [page 35]. For instructions how to acquire such a certificate, see Installation Guide.

● If a self-signed certificate (not issued by a public Certificate Authority, CA) is used for encrypting the client-server connection, a CA certificate of the issuer must be installed on the client workstation as well, see Providing Trusted Root for Server Certificate [page 36].

● To make sure that the certificate is installed on the workstation, see Checking Certificates Installed on Workstation [page 36].

7.1 Using Client Certificates for User Authentication

Use

The client certificate(s) of the type x.509, such as SAP Single Sign-On, can be used for user authentication at the system logon. If the appropriate certificate is available, the terminal sends it to the server when the application is started. If the server approves the certificate, the logon asks no user name nor password. If the server does not approve the certificate, the window for entering the user name and password is opened, and the user can log on by entering them.

Procedure

1. Acquire an appropriate certificate from a CA, and install it on the client workstation according to the CA’s instructions. If you are using a self-signed certificate, see the step 3 as well. To acquire a self-signed certificate, see Installation Guide. To acquire a certificate from a public CA, follow the CA’s instructions.

2. Configure in the System Configurator User and Role Management that certificates are used for authentication.3. If you are using a self-signed certificate (not a public CA), the CA certificate must be installed on all servers

where the Connection Server (CoS) package may have an instance.

NoteWhen SAP Contact Center is running on Windows 2012 server, SSO does not work if the client is using several certificates, for example one for Lync. To solve this issue, add a new value SendTrustedIssuerList => 1 to registry key HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\SecurityProviders\SCHANNEL.

SAP Contact Center Client Workstation GuideCertificates on Client Workstations C U S T O M E R 35

7.2 Checking Certificates Installed on Workstation

To make sure that the certificate is installed on the workstation:

1. Start Internet Explorer software .

2. Choose Tools Internet Options Content Certificates .3. Choose the appropriate tab, for example the CA certificate should be found in the Trusted Root Certification

Authorities tab.

7.3 Providing Trusted Root for Server Certificates

Use

If a server certificate, such as the one on Connection Server (CoS), is issued by a trusted public Certification Authority (CA), the browser on the client workstation accepts the server certificate automatically. If the certificate is created with a non-trusted CA, a corresponding certificate must be installed on each client workstation. Ask for the CA certificate from the CA, or from your local certificate server administrator.

Procedure

1. Copy the CA certificate on the desktop.2. Double-click the certificate and choose the option Install Certificate.

Or, if you are using the Vista operating system,

○ Choose Tools Internet Options Content Certificates .○ Choose Import and browse the certificate you copied.

○ Select the Show physical stores check box, and expand Trusted Root Certification Authority Local Computer .


Certificates on Client Workstations

8 Auto-Start

Communication Desktop (CDT) can be started automatically at the user logon. See either Configuring Auto-Start with Group Policies [page 37], or Configuring Auto-Start on One Workstation [page 37].

8.1 Configuring Auto-Start with Group Policies

1. Select the desired group policy object or create a new one.

2. Edit the object with Group Policy Object Editor software. Navigate to the User Configuration Administrative Templates System Logon Run these programs at user logon .

3. Choose Enabled and Show...4. Choose Add... and enter the text C:\Program Files\Internet Explorer\iexplore.exe" http://

[Website VU]/cdt with the address of the virtual unit where the Web Clients package has been installed in your system.

NoteIf the MS Windows software is not installed on the C drive, change the location of Internet Explorer executable iexplore.exe accordingly.

5. Choose OK until you can close the editor.

8.2 Configuring Auto-Start on One Workstation

Use

You can configure the CDT application to start automatically when you log on into your workstation either by Defining a Local Computer Policy, or Adding CDT to Startup Folder.

Procedure

Defining Local Computer Policy

1. Create a local computer policy:

○ Choose Start Run .○ Enter gpedit.msc.

SAP Contact Center Client Workstation GuideAuto-Start C U S T O M E R 37

○ Choose OK.

2. Navigate to User Configuration Administrative Templates System Logon Run these programs at user .

3. Choose Enabled and Show.4. ChooseAdd button and enter the text C:\Program Files\Internet Explorer\iexplore.exe" http://[Website VU]/cdt

with the address of the virtual unit where the Web Clients package is installed in your system.

NoteIf the MS Windows software is not installed on the C drive, enter the location of the IE executable instead of iexplore.exe accordingly.

5. Choose OK.6. Choose more OK buttons until you can close the editor.

Adding CDT to Startup Folder

1. Right-click Start in the MS Windows operating system, and choose Open.

2. Choose File New Shortcut .3. In the Create Shortcut form, enter the http://[Website VU]/cdt and choose Next. Use the address of the virtual

unit where the Web Clients package is installed in your system.4. Enter the shortcut name, for example CDT, and choose Finish.5. Close the Startup folder.


Auto-Start

9 Installing Audio Devices and Video Cameras

Note● Make sure that the power saving setting of the operating system does not turn the USB device off when it is

inactive (see the settings MyComputer > Properties > Hardware > Device Manager > Universal Serial Bus controllers > USB Root Hub-Properties > Power Management).

● If the settings are available in BIOS, make sure the USB legacy settings are enabled, and the USB mouse and keyboard are supported.

Audio Devices

Typically clients make phone calls with USB sound devices.

NoteAs of SP06, you can install all or some of the available device adaptors (terminal_HS_xxx.msi) on all workstations. If you install more than one device adaptor, make sure you install also the terminal_HS_USBHS.msi file for it loads and reads the handset.ini file and obtains information on which adaptor to use with which device. In earlier versions we recommend installing only the adaptor specific to the handset used.

The sound device, such as a headset, should be set automatically for the default audio device but if problems occur, check the following settings:

In the workstation operating system:

1. Choose Start Control Panel Sounds and Audio Devices Audio .2. Choose the USB device option for both Sound playback and Sound recording.

In the CDT application:

1. Choose Tools Settings Phone Audio2. Choose the USB device option for the Audio and Ringing tone options from the drop-down menu.

For supported audio devices, see SAP Contact Center Compatibility List.

As of 1611, it is possible to use CDT and have Microsoft Lync open at the same time with Sennheiser BTD 800 USB dongle. This requires defining a registry setting. For more information, see the KBA http://launchpad.support.sap.com/#/notes/2396218 .

SAP Contact Center Client Workstation GuideInstalling Audio Devices and Video Cameras C U S T O M E R 39

http://help.sap.com/disclaimer?site=http://launchpad.support.sap.com/#/notes/2396218

http://help.sap.com/disclaimer?site=http://launchpad.support.sap.com/#/notes/2396218

Video Cameras

NoteUsing video camera requires that the wvp.msi package is installed on the workstation. Install it as other terminal components either with a group policy or individually on each workstation, see Installation of Client Components [page 21]. As of SP07, it can be installed automatically with auto-update.

Install the video camera according to the instructions of the camera manufacturer before starting the CDT session. The supported camera models are listed in SAP Contact Center Compatibility List.


Installing Audio Devices and Video Cameras

10 Calls Recorded at Client Workstations

Administrators can enable client-side recording for a user, or a user template. When that is enabled, in CDT user interface the recording button with an asterisk is displayed: Recording*, and the user can start and stop recording with that.

The directory used for recording files is defined in the CDT, choose Tools Settings Phone General .

Directories are used with the following rules:

● If workstation-specific directory is not defined, the C:\\ value is used.● If the path that is entered does not exist, the application cannot record calls.● The recording files are named REC_[callguid].wav.● The recordings saved on the local workstation can be listened to with 3rd party tools only.

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11 Log Files Saved on Client Workstations

Following log files are saved on the client workstation in the current temporary %temp% path and registered in the UTC time. You can view the files with a text editor.

NoteThe prefix ContactCenter was added to log file names in SP07. When looking for log files of SP06 or older versions, try BCM or no prefix.

11.1 CDT Logs

The CDT log file is named ContactCenter_CDT_YYYYMMDD.log.

By default, the log level is None (0), no log is written. If another log level is used, the log files are written for each day. Writing logs slightly increases the client workstation CPU load, thus we recommend using low levels in normal use, and reserving 4 and 5 to error situations only. The following levels are available:

● 0 – None: No log file is created, the default value.● 1 – Low: Log file is created with the following data

○ CDT start and close information.○ Terminal commands received from user interface.

● 2 – Medium: Log file is created with the following data in addition to the lower level○ Terminal events received from CEM and sent to user interface.

● 3 – High: Log file is created with the following data in addition to the lower level○ Terminal events that reached user interface.

● 4 – Tracing: Log file is created with the following data in addition to the lower level○ Opening, closing, and messages passed in audio device, RTP, and secure channels.

● 5 – Debugging: Log file is created with the all information available

Changing Log Level

The log level can be changed in the System Configurator for the entire system in General Settings Log Level , or at the each client workstation in the following way:

1. In the CDT, choose Tools Settings .2. Double-click the lower left corner of the dialog window.3. Choose the level from the drop-down menu. The log level is applied immediately.


Log Files Saved on Client Workstations

Setting Log Level with URL Parameter

You can also start CDT so that the URL includes a startup parameter that sets the log level. With this method, you can set logging on right from the CDT start. For example, http://1.2.3.4:1080/cdt?arg=loglevel=5. For more information on startup parameters, see the CDT help in Startup Parameters.

11.2 Convergence Logs

Convergence creates a log file named ContactCenter_Convergence_YYYYMMDD_hhmmss.log. By default, the log level is Off, no log is written. If another log level is used, the log files are written for each day. Writing logs slightly increases the client workstation CPU load, thus we recommend using low levels in normal use, and reserving higher levels for error situations only.

To set the log level, click the icon and choose Log Level.

11.3 Terminal Logs

The client terminal process log follows the log level setting of the CDT, see CDT Logs [page 42]. By default, the log level is None (0), no log is written. The other available levels are 1 = error, 2 = warning, 3 = info, such as all CDT – Terminal messages, 4 = trace, and 5 = debug.

As of 1702, if there are any custom registry keys defined for audio devices, their name and value are printed to log file if the logging level is Debugging.

There are two different log files:

● ContactCenter_Proxy_*: The log describes the communication between user interface and the ActiveX proxy.

● ContactCenter_Terminal_* = Terminal log

By default, the terminal logs are saved for two days. The time can be configured in the System Configurator User and Role Management CDT Personalization .

11.4 ClientCOM Component Log

ClientCOM ActiveX component MCTABUF writes log of the ClientCOM interface implementation process, the log file contains messages (commands and events) between ClientCOM servers and clients. The file name is MCTABUFN.TXT where N is a number from 0 to 7. The log files are saved for a week, then the next file with same number replaces the previous one.

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https://help.sap.com/viewer/3d81bab748634a5aaa6c95b47b285acb/Cloud/en-US/1558751ac4e44fd2952e4d82f9201714.html

The beginning of the log file contains the executable path, version and date. Log entries have the following syntax:

● hh:mm:ss● Current thread id in hex.● Time difference from previous log line, in milliseconds or mm:ss or hhHmm or ddd D.● Sender of the message.● Message type:

○ _CMD => Event○ _EVT => Command

The types are really that way as they are named from the CEM point of view.● Receiver of the message● Colon (:)● _CMD or _EVT contents (QueStats, CLIENT_REMOVED)● The number of messages in receiver queue.● The actual message.

There can also be Initialize and Destroy lines, where there are no sender or receiver, instead they tell when a client or server has initialized itself with MCTABUFF, and when the connection has been deleted.

11.5 ECF Logs

Log Levels

You can set the log level from the host application with the following line:

jQuery.sap.log.setLevel(jQuery.sap.log.Level.DEBUG);

Other possible log levels are (in ascending order, TRACE containing the highest level of information):

● jQuery.sap.log.Level.FATAL● jQuery.sap.log.Level.ERROR● jQuery.sap.log.Level.WARNING● jQuery.sap.log.Level.INFO● jQuery.sap.log.Level.DEBUG● jQuery.sap.log.Level.TRACE

To set the log level of the browser to debug, add the following to the URL

?sap-ui-debug=true

This also loads the debug versions of the source files.

Saving Log Files

Log is not written to a file by default. Instead it is collected to the internal log model. The current log information can be saved to a file by requesting it from the host application.


Log Files Saved on Client Workstations

ExampleThe following code creates a button which saves the current ECF log to a file when clicked. The log file name is logfile.json, and it is saved to the default download folder in the json format.

var loadLogsButton = new sap.m.Button({text: "Download Logs"}); loadLogsButton.attachPress( function (){ var ecfsession = sap.ecf.core.Session.getInstance(); ecfsession.downloadECFLog(); } );

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