Technical Overview

SAP Contact Center software version 7

SAP Contact Center Product Management
2014 Public

d e only with an image

Us e this ti tle s li
Content

1. SAP Contact Center overview

2. Architecture
3. Deployment
4. Multi-tenancy and Hosting
5. High Availability and load balancing
6. Security
7. Integration
8. Phased Deployment
9. Summary

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SAP Contact Center software
Bundled Contact Center Suite

SAP Contact Center solution helps organizations to rapidly reach performance,

quality and cost targets, especially in distributed customer service operations.

SAP Contact Center Capabilities

Inbound Outbound Expert and Mobile Automated

Contact Center Contact Center Users Services (/IVR)

Deep SAP Business Context Integration thru Open Interfaces

Business Process capabilities in SAP

SAP Contact Center links communications with the appropriate business context by networking with
other SAP and non-SAP business solutions and collaboration tools. This helps organizations improve
customer service, streamline business processes, decrease human latency and increase agility.

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SAP Contact Center software
Key Solution Capabilities

Customer
Corporate communication Service Operations
services
Inbound Outbound Expert and Mobile Automated Voice
Contact Center Contact Center Users Self-Services (IVR)

Voice over IP Telephony Services

Unified Multi-Channel Contact Routing

Sol
utio Voicemail and Messaging Services
n
cap Presence and Directory Services
abil
itie Call Recording and Contact History Services
s
Online Monitoring, Reporting and Analysis Tools

Consolidated Administration, Management, and Control

Softphone, IP Deskphone and Mobile Clients

Deep SAP Business Context Integration thru Open Interfaces

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Consuming SAP Contact Center

Contact
Contact Center
Center Agents
Agents Stand-alone
Stand-alone Expert
Expert and
and Mobile
Mobile Users
Users Automated
Automated
integrated
integrated with
with SAP
SAP CRM
CRM SAP
SAP Contact
Contact Center
Center Agents
Agents Voice
Voice Self-Services
Self-Services

Contact
Contact Center
Center Manager
Manager /Supervisor
/Supervisor /Analyst
/Analyst Users
Users

Business
Business and
and Technical
Technical Administrator
Administrator Users
Users

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SAP Contact Center for Best Run Customer Service
Easy to consume and tailor to
your needs
 Ensure greater consistency and quality
across multiple contact channels
 Accelerate adoption of customer
service tools among experts by
bringing the functions to their existing
mobile phones and desk phones.
© 2014 SAP AG or an SAP affiliate company. All rights reserved.
Efficient to operate and
adapt in real-time
 Equip customer facing persons with
data and tools that enable them to
perform in customer interactions
 Enable operations management to
adjust the customer experience to meet
the customer demand
Best practice deployment with
SAP ecosystem
 Combine multiple sites into one
manageable contact center entity
 Monetize your investments thru native
integration with SAP CRM, ERP and BI
 Create end-to-end customer service
processes
Public 6
SAP Contact Center for Best Run Customer Service

Powerful
 Agent UI enables consistent handling of all contact channels, Complete
Native
Native
resulting higher agent productivity and quality Complete integration
Contact integration
Contact to
 Powerful operations management tools for team leaders and Center to SAP
SAP
Center business
supervisors with state-of-the-art reporting Suite Inbound business
Suite Inbound applications
Outbound applications
 New administration tools to adjust customer experience and Outbound
contact center operations in real time Backoffice
Backoffice
Experts
Experts
Understand
Understand IVR
IVR
Reliable
Achieve
Achieve
Your
Your Remarkable
Remarkable
Customer
Customer Results
Results
 Improved high availability for continuous 24/7 operations Interface
Interface
Take
Take
 Increased load capacity and scalability
Decisions
Decisions
 Highly granular access control and security model supporting to
to Action
Action
demanding data privacy policies Cloud
Cloud and
and
Engaging
Engaging On-premise
On-premise
user
user
Versatile
deployment
deployment
experience
experience models
models
Easy-to-use
Easy-to-use
 Bundled suite for Inbound and Outbound contact centers customer
customer
interface
interface
 On-premise and Cloud deployments for single and multi-site management
management
customers
 Stand-alone and integrated with SAP and non-SAP business
applications

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Content

1. SAP Contact Center overview

2. Architecture
3. Deployment
4. Multi-tenancy and Hosting
5. High Availability and load balancing
6. Security
7. Integration
8. Phased Deployment
9. Summary

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 8

SAP Contact Center Deployment Architecture Example

Customer Phone Fax Sms E-mail Chat Web form

communication
channels 1.
1.Customer
Customercalls
calls
e.g. Help Desk
e.g. Help Desk
number
number 4.
4. VoIP
VoIPGateway
Gateway
Access Telephone network routes
routes RTP
RTP Internet
Network 2. (PSTN, Mobile, IN)
2.Call
Callarrives
arrives to
toVoIP
VoIP stream
streamtoto defined
defined
E1/T1/J1 IP address
IP address
Gateway
Gatewaywhich
which SIP GW or
SIP Trunk Firewall
send SIP signaling
VoIP gatewayssend SIP signaling
(or SIP Trunk)message
and
message to
to SAP
SAP Data Center
SAP Contact Center
Contact Center
Contact Center LAN
servers system
system
3. SAP Contact
• On-Premise 3. SAP Contact
• Or On-DemandCenter
Center locates
/Cloudlocates SAP CCtr SAP CCtr SAP CCtr Corporate CRM, ERP,
free
free agent.
agent.SIP
SIP DB srv Application srv Web srv e-mail srv etc. servers
signaling msg
signaling msg isis Corporate
sent data network
sentback
backtoto
SAP Contact Center
VoIP clients/terminals
Gateway Office LAN
VoIP Gateway
1. Administrative users IP IP IP IP
2. CC Managers /Supervisors 5.
3. CC Agents (softphones) 5.CC
CCAgent
Agentanswers
answers
the
the call
callusing
usingSAP
SAP
4. Mobile agents
5. IP desk phone users Contact
Contact Center
Centersoftphone
softphone
Administrators CC Managers CC Agents Mobile IP deskphone Remote
6. Remote and 3rd party /Supervisors (with
agents /users USB
(with (SIP) headset)
USB headset)
users users using
telephone users PSTN connected
phone

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SAP Contact Center 7 System Architecture

User interfaces designed for productivity

HA
concept, Standard
software VoIP/chat interfaces
logistics Bundled and web
switching
and contact services for
and other
system center integration
message
monitoring features
broking

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SAP Contact Center 7 and communication channels

Contact Center Deskphone

Mobile agent Administrator
Customer Agent user

Call (voice)
Office LAN
Email GSM/3G
GSM/3G
IVR
Chat

PSTN Data Center LAN

SIP/H.323 GW /
Internet SIP Trunk

Firewall
Corporate email
server

Internet chat web

server (or
equivalent)
Firewall

SAP
SAP Contact
Contact Center
Center Servers
Servers

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Phone call routing example
66 .Agent
.Agent sees
sees the
the incoming
incoming
phone
phone call and answers
call and answers to to call.
call.
Command
Command to connect call is
to connect call is
Contact Center relayed Deskphone
Customer
Mobile agent
Agent relayed throughout
throughout the system
theAdministrator
system user
and the voice is establsihed
and the voice is establsihed
between
between endend points
points
Call (voice)
Office LAN
Email GSM/3G
GSM/3G
IVR
Chat

PSTN 55 CEM
CEM server
server locates
locates free
free agent
agent Connection
and sends routing request
and sends routing request Server
message
message for
forAgent
Agent Server
Server
2.
2. New
New call
call request
request message
message is
is
sent
sent via
via SIP
SIP Bridge
Bridge to
to Call
Call
SIP/H.323
Data Center LAN

1. dispatcher.
dispatcher. Call
Call dispatcher
dispatcher
1. VoIP
VoIP Gateway
Gateway SIP/H.323 GW /
receives aa new
Internet
receives new call
call
SIP Trunk Bridge Agent finds
finds the
the right
right destination
destination
to (extension
(extension on on CEM
CEM server)
server)
to customer
customer service
service Server
number based
based on on switching
switching rules
rules
number Media
Routing
Service Call
Firewall dispatcher
Corporate email 4.
server 4. Media
Media routing
routing service
service
plays
plays queue announcement
queue announcement
Internet chat web Communication
server (or
equivalent)
Event Manager
Firewall

3.
3. Communications
Communications Event Event Manager
Manager queuing
queuing
rule
rule is
is activated.
activated. NoNo agents
agents are
are free
free and
and
thus
thus CEM
CEM starts
starts to
to play
play queue
queue music
music and
and
announcements
announcements
© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 12
Outbound Phone call routing example
11 .Agent
.Agent opens
opens thethe CDT
CDT and
and
dials the customer number.
dials the customer number.
Command
Command to to connect
connect call
call is
is
Contact Center relayed throughout the system Deskphone
Mobile agent
Agent relayed throughout theAdministrator
system user
Customer
and
and the
the voice
voice is
is establsihed
establsihed
between end points
between end points
Call (voice)
Office LAN
Email GSM/3G
GSM/3G
IVR
Chat

PSTN Connection
Server
2.
2. Outbound
Outbound callcall request
request
message
message is is sent
sent toto SIP
SIP Bridge
Bridge
SIP/H.323
Data Center LAN

via
via Call
Call dispatcher.
dispatcher. CallCall
1.
1. VoIP
VoIP Gateway
Gateway SIP/H.323 GW /
receives
receives the
Internet
the
SIP Trunk Bridge Agent dispatcher
dispatcher finds
finds the
the right
right
destination
destination (extension
(extension on on CEM
CEM
outbound
outbound callcall and
and Server server)
server) based
based onon switching
switching
makes
makes call
call via
via Media rules
rules
PSTN
PSTN
Routing
Service Call
Firewall dispatcher
Corporate email
server

Internet chat web Communication

server (or
equivalent)
Event Manager
Firewall

3.
3. Communications
Communications Event
Event Manager
Manager queuing
queuing
rule
rule is activated. System will route
is activated. System will route the
the call
call to
to
the VoIP Gateway via SIP Bridge.
the VoIP Gateway via SIP Bridge.

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E-mail routing example
4.
4.Agent
Agent sees
sees the
the incoming
incoming email
email and
and
starts working with a email. Content
starts working with a email. Content
Contact Center Deskphone
Customer
Mobile agent
Agent (full
(full body
body and
and attachments)
Administratorare
attachments) are user
downloaded
downloaded from agent server
from agent server
Call (voice)
Office5.
5. Agent
Agent compiles
LAN compiles answer
answer e.g.
e.g. using
using
Email GSM/3G answer
answer libraries.
libraries. Once
Once answer
answer isis ready,
ready,
GSM/3G agent
IVR agent sends
sends the
the email
email response
response to to the
the
Chat customer.
customer.Agent
Agent server
server stores
stores the
the
response
response toto Operative
Operative database
database
PSTN Connection
Server

3.
3. CEM
CEM server
server locates
locates free
free agent
agent
Data Center LAN

SIP/H.323 GW / and sends routing request

SIP Trunk
and sends routing request Agent
Internet message
message for
forAgent
Agent Server
Server
Server

6.
6. Email
Email sender
sender compiles
compiles new
new
Firewall message
message from database queue
from database queue
Corporate email and
server and sends
sends response
response to
to next
next
hop email server (SMTP).
hop email server (SMTP).
1.
1. New
New email
email
Internet
arrives
arrives
chat web Communication
Corporate
Corporate email
serveremail
(or
Event Manager
equivalent)
server
server (IMAP4)
(IMAP4) Firewall
IMAP / SMTP
Email sender
2.
2. Email
Email Channel
Channel process
process reads
reads new
new
message
message e.g.
e.g. every
every 30
30 seconds.
seconds. Process
Process
stores
stores new
new email
email to
to Operative
Operative database.
database.
© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 14
Chat routing example
3.
3. CEM
CEM selects
selects available
available agent
agent and
and
chat
chat is
is alerted
alerted on
on agents
agents screen
screen
Contact Center Deskphone
Mobile agent Administrator
Customer Agent user
1.
1. Customer
Customer initiates
initiates
aa chat
chat session
session from
from 4.
4.Agent
Agent accepts
accepts thethe chat
chat request.
request.
Company’s
Company’s
Call (voice) web
web page
page CEM
CEM drops
drops out
out from
from the
the chat
chat
Officesession
LAN
session and
and agent
agent isis added
added as
as an
an
Email GSM/3G participant
participant to
to the
the chat
chat session.
session.
GSM/3G
IVR
Chat

PSTN Connection
Server
Data Center LAN

SIP/H.323 GW /
Internet SIP Trunk Agent
Server

Firewall
Corporate email
server Chat portal
server
Internet chat web
Chat server Communication
server (or
equivalent)
Event Manager
Firewall

2.
2. Chat
Chat web
web server
server sends
sends the
the chat
chat request
request toto
Contact
Contact Center Chat portal server, from which
Center Chat portal server, from which thethe
Chat
Chat server
server routes
routes the
the chat
chat event
event to
to CEM
CEM forfor
routing.
routing. CEM
CEM post
post automatic
automatic answers
answers to to the
the chat
chat
© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 15
 Fax routing example
5.
5.Agent
Agent sees
sees thethe incoming
incoming email
email and
and starts
starts
working
working with a email and opens fax attachment.
with a email and opens fax attachment.
Contact Center Deskphone
Customer
Mobile agent
Agent Content
Content (full
(full body
body and
and attachments)
attachments) are
Administrator are
user
downloaded
downloaded fromfrom agent
agent server
server
Call (voice)
Office6.
LAN
6. Agent compiles
Agent
compiles answer
answer e.g. e.g. using
using answer
answer
Email GSM/3G libraries.
libraries. Once
Once answer
answer is is ready,
ready, agent
agent sends
sends
GSM/3G
IVR the
the email
email response
response to
to the
the customer
customer e.g.
e.g. in
in
Chat
format
format +12233445566@myfax-gw.com
+12233445566@myfax-gw.com
7.
7. Fax
Fax server
server (sending
(sending format
format depends
depends on on fax-server
fax-server setup
setup
receives
receives /retrieves
/retrieves /functionality).
PSTN Connection/functionality).
email,
email, converts
converts
body Server
body message
message (or (or
attachment)
attachment) as as fax
fax
and
and sends
sends fax
fax to
to
the customer 4.
4. CEM
CEM server
server locates
locates free
free agent
agent
Data Center LAN

SIP/H.323 GWthe
/ customer and sends routing request
SIP Trunk number (e.g.
number (e.g. and sends routing request Agent
1.
1. New
New fax
fax arrives
Internet to
arrives to message for Agent Server
Fax
+12233445566
+12233445566 in in message for Agent Server
Fax server
server (3(3rd party
rd
party this Server
product) this example)
example)
product) e.g.
e.g. from
from
number
number +12233445566.
+12233445566. Fax
Fax
Fax server
server converts
converts faxfax Server
as
as email
email (attachment)
(attachment) 6.
6. Email
Email sender
sender compiles
compiles new
new
and sends
sends email
andFirewall email toto message
message from database queue
from database queue
corporate
corporate email
email server
server Corporate email and
and sends
sends response
response to
to next
next
server
hop email server (SMTP).
hop email server (SMTP).
2.
2. Email
Email (with
(with
Internet fax
fax
chat web Communication
attachment) arrives
attachment) arrives
server (or
Event Manager
equivalent)
to
to Corporate
Corporate email
email Firewall
server
server (IMAP4)
(IMAP4) IMAP / SMTP
Email sender
3.
3. Email
Email Channel
Channel process
process reads
reads new
new
message
message e.g.
e.g. every
every 30
30 seconds.
seconds. Process
Process
stores
stores new
new email
email to
to Operative
Operative database.
database.
© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 16
 SMS routing example

5.
5.Agent
Agent sees
sees the
the incoming
incoming email
email and
and
Contact Center starts working with a Deskphone
Mobile agent
Agent
a email. Content (full
email. Content
starts working withAdministrator (full
user
Customer body)
body) are
are downloaded
downloaded fromfrom agent
agent server
server

Call (voice)
Office6.
LAN
6. Agent compiles
Agent
compiles answer
answer e.g. e.g. using
using answer
answer
Email GSM/3G libraries.
libraries. Once
Once answer
answer is is ready,
ready, agent
agent sends
sends
GSM/3G
IVR the
the email
email response
response to
to the
the customer
customer e.g.
e.g. in
in
Chat
format
format +19988776655@mysms-gw.com
+19988776655@mysms-gw.com
7.
7. SMS
SMS GWGW (sending
(sending format
format depends
depends on on sms-gw
sms-gw setup
setup
receives
receives email,
email, /functionality).
PSTN Connection/functionality).
converts
converts body
body
message Server
message as as sms
sms
msg
msg and sends sms
and sends sms 4.
4. CEM
CEM server
server locates
locates
to
to the
the customer
customer free
free agent and
agent and sends
sends
mobile number
number (e.g. routing
routing request
Data Center LAN

SIP/H.323 GWmobile
/ (e.g. request
1.
1. New
New smssms arrives
arrives to
to SIP Trunk +19988776655
+19988776655 in in message
message forforAgent
Agent Agent
Internet
SMS
SMS GW GW (3 (3rd party
rd
party this
this example)
example) Server
Server
product,
product, e.g.
e.g. operator
operator Server
service)
service) e.g.
e.g. from
from
number
number +19988776655.
+19988776655. SMS
SMS
SMS GW GW converts
converts smssms Gateway
as
as email
email and
and sends
sends 6.
6. Email
Email sender
sender compiles
compiles new
new
email
email to
to Corporate
Corporate
Firewall message
message from database queue
from database queue
email
email server
server Corporate email and
and sends
sends response
response to
to next
next
server
hop email server (SMTP).
hop email server (SMTP).
2.
2. Email
Email (converted
(converted
Internet chat web Communication
sms
sms msg) arrives
msg)serverarrives
(or to
to Event Manager
equivalent)
Corporate email
Corporate email Firewall
server
server (IMAP4)
(IMAP4) IMAP / SMTP
Email sender
3.
3. Email
Email Channel
Channel process
process reads
reads new
new
message
message e.g.
e.g. every
every 30
30 seconds.
seconds. Process
Process
stores
stores new
new email
email to
to Operative
Operative database.
database.
© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 17
SAP Contact Center 7
Monitoring and Reporting subsystem

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SAP Contact Center 7
Softphone Client Architecture

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 19

Content

1. SAP Contact Center overview

2. Architecture
3. Deployment
4. Multi-tenancy and Hosting
5. High Availability and load balancing
6. Security
7. Integration
8. Phased Deployment
9. Summary

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 20

SAP Contact Center Deployment Architecture Example

Customer Phone Fax Sms E-mail Chat Web form

communication
channels 1.
1.Customer
Customercalls
calls
e.g. Help Desk
e.g. Help Desk
number
number 4.
4. VoIP
VoIPGateway
Gateway
Access Telephone network routes
routes RTP
RTP Internet
Network 2. (PSTN, Mobile, IN)
2.Call
Callarrives
arrives to
toVoIP
VoIP stream
streamtoto defined
defined
E1/T1/J1 IP address
IP address
Gateway
Gatewaywhich
which SIP GW or
SIP Trunk Firewall
send SIP signaling
VoIP gatewayssend SIP signaling
(or SIP Trunk)message
and
message to
to SAP
SAP Data Center
SAP Contact Center
Contact Center
Contact Center LAN
servers system
system
3. SAP Contact
• On-Premise 3. SAP Contact
• Or On-DemandCenter
Center locates
/Cloudlocates SAP CCtr SAP CCtr SAP CCtr Corporate CRM, ERP,
free
free agent.
agent.SIP
SIP DB srv Application srv Web srv e-mail srv etc. servers
signaling msg
signaling msg isis Corporate
sent data network
sentback
backtoto
SAP Contact Center
VoIP clients/terminals
Gateway Office LAN
VoIP Gateway
1. Administrative users IP IP IP IP
2. CC Managers /Supervisors 5.
3. CC Agents (softphones) 5.CC
CCAgent
Agentanswers
answers
the
the call
callusing
usingSAP
SAP
4. Mobile agents
5. IP desk phone users Contact
Contact Center
Centersoftphone
softphone
Administrators CC Managers CC Agents Mobile IP deskphone Remote
6. Remote and 3rd party /Supervisors (with
agents /users USB
(with (SIP) headset)
USB headset)
users users using
telephone users PSTN connected
phone

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Deployment – Software logistics overview

1. HAC process is
SAP Contact Center Servers
installed on the server
and host server can
be part of host
configuration model
High Availability Controller (HAC )
2. Virtual Units are modeled process controls and monitors
Virtual Unit defines entity of SAP SAP
SAP Contact
Contact Center
Center software
software
components
Contact Center software components
and IP address for the processes. Virtual
Virtual Unit
Unit is
is managed
managed entity
entity which
which
Virtual Unit is managed by HAC that has own failover rules, own designated
starts /stops and monitors the process IP address and own software modules
on the host machine (executables)
(executables)

SAP
SAP Contact
Contact Center
Center Software
Software is
is
3. SAP Contact Center Software modules are
deployed
deployed and maintained into
and maintained into all
all
installed and maintained into the server instances with Infrastructure
Virtual Unit. Administrator
Administrator (IA)
(IA) tool
tool
Changes e.g. SAP Contact Center software
updates are deployed from central Infrastructure Virtual
Virtual Unit
Unit structure
structure allows
allows running
running
Administrator (IA) console into Virtual Unit multiple
multiple instances of same
instances of same software
software on
on
instances on a host server. same server

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 22

Deployment - Software Packages

 35 installation packages / software modules (installable with IA tool)

 14 predefined virtual unit templates for easy installation
• Own templates can be created by system administrators

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Deployment – System Monitoring in IA tool (sample)

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 24

Content

1. SAP Business Communications Management overview

2. Architecture
3. Deployment
4. Multi-Tenancy and Hosting
5. High Availability and load balancing
6. Security
7. Integration
8. Phased Deployment
9. Summary

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 25

SAP Contact Center 7
Multi-Tenancy and Hosting

SAP Contact Center has unique multitenant

architecture.
Same server platform may host multiple tenants.
Each tenant has
 Own SAP Contact Center software
(tenants may run different software versions)
 Own access point (IP /http address)
 Own federative security model
(certificates, firewall rules,
virtual networks)
 Own database instances Agent Core Public
 Own system settings and data connection server telephony
tier tier connection
tier

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 26

Content

1. SAP Contact Center overview

2. Architecture
3. Deployment
4. Multi-tenancy and Hosting
5. High Availability and load balancing
6. Security
7. Integration
8. Phased Deployment
9. Summary

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 27

SAP Contact Center 7
High Availability and Load Balancing

No single point of failures – SAP Contact Center 7 software

components can be deployed in one-to-many clustered mode

System scales vertically and horizontally supporting load

sharing based on technical and functional requirements

Load balancing mechanism distributes load

evenly across the system 1..N
Lossless switch-over is
supported in case of planned admin
maintenance – on going calls agents
are maintained and new calls Public
are routed via active instances. Agent Core
connection server telephony
Certain modules support functional tier tier connection
roles for dedicated usage scenarios tier

HAC monitors, alarms and logs changes in Contact Center

software statuses (alarms can be sent as SNMP traps, e-mail or
SMS messages)
+ HAC process recovery mechanisms in case of process failure

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 28

Content

1. SAP Contact Center overview

2. Architecture
3. Deployment
4. Multi-tenancy and Hosting
5. High Availability and load balancing
6. Security
7. Integration
8. Phased Deployment
9. Summary

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 29

Security – Key Features

•Secure connections between client and server (using TLS)

•Secure internal server connections (using TLS)
•TLS for external server communications SIP, SOAP, HTTP(S)
•Encrypted voice between SAP Contact Center client and servers (SRTP)
•Authentication models (basic username/password and/or X.509 certificate based)

•Single-sign-on with certificates

•Role based access control model
•Configurable password policy
•Encrypted passwords
•Audit logging
•Call barring rules for managing call destinations

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 30

Security - server roles and network topology

1. Basic setup - client and server networks are separated (database on own net)

2. DMZ setup can be supported with server roles

(SAP Contact Center services may be distributed)

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 31

Content

1. SAP Contact Center overview

2. Architecture
3. Deployment
4. Multi-tenancy and Hosting
5. High Availability and load balancing
6. Security
7. Integration
8. Phased Deployment
9. Summary

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 32

SAP Contact Center 7 at the center of integration

Verint, Nice, SAP Business Objects

Teleopti MS Reporting Services

SAP CRM,
MS Outlook /Office
SAP ERP SAP
Backoffice collaboration
MS Lync
SAP Cloud Line
Line Contact
Backoffice
Workforce
Analysis
Workforce
Analysis
of collaboration
and
optimization
and reporting
optimization
of Business
Voice
Business
Voice
reporting
system
system
Telephony
Web
Telephony collaboration
systems
tools and
tools
Web collaboration
systems and devices
devices
for Customer selfservices
Center
selfservices

SAP CRM AudioCodes

Web Channel
CISCO, Dialogic, SIP Trunks,
Plantronics, GNNetcom, Polycom…
Voxeo
CreaLog
West
© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 33
SAP Contact Center integration focus

Call

E-mail
SAP Contact Center

Chat
Import/Export
Web form Terminal adaptation and client side integration jobs
Channels

Directories
System/server level integration
Fax AD/ HR /
Campaigns

SMS
SAP CCtr CRM or Service
database ERP mgmt
3rd party
communication
systems, e.g. SAP Contact Center solution role:
speech recognition • Communication Channels
quality monitoring • Intelligent Contact Routing
• Communication UI tools/functionality
• Contact mgmt monitoring & reporting
• Integration methods/tools

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 34

SAP Contact Center integration interfaces

Call
SIP Screen Softphone
SOAP pop-ups embedding
E-mail
HTTP
SMTP
Chat IMAP
Client Com Client Core

Web form Terminal adaptation and client side integration

Channels

System/server level integration (web services)

Fax
QMI PSI OII TMI RDI ACI DAI
SMS

Presence Agent
3rd party Directory
subscription Interaction Email and Reporting Admin and
quality and
and handling task mgmt statistics mgmt tool
management availability
delivery between integration integration integration
systems integration
servers

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 35

SAP Contact Center integration interfaces
Interfaces overview 1/2

ClientCom  Client side integration interface (COM, Component Object Model)

 Provides easy screen pop-up integration methods and call control from 3rd party application
while SAP Contact Center softphone (CDT, Communication Desktop) is running on the
background

ClientCore  Client side integration interface (.NET)

 Enables building of a totally customized softphone user interface or fully embedding softphone
functionalities into 3rd party application like CRM or ERP user interface

SIP Bridge  Server side integration interface (SIP)

 Provides SIP protocol bridge to enable interoperability with other SAP Contact Center
installations or to integrate 3rd party telephony systems with SAP Contact Center, e.g. IP-PBXs,
VoIP-enabled speech recognition or text-to-speech systems, voice portals, and conferencing
systems

SIP X-headers or  Server side integration interface (SIP and SOAP)

External IVR interface  Contact Center system can relay calls to external speech recognition / IVR over SIP. SIP X-
headers or separate SOAP data interface is used to send data to SAP Contact Center system or
to query statistical information from SAP Contact Center system

Online Integration  Server side integration interface (Web Services: XML /SOAP over HTTP)
Interface (OII)  Provides methods for such functionality as handling user /agent status, handling channel/queue
assignments (e.g. login / logout) and performing telephony operations in an SAP Contact Center
system. For example SAP CRM integration is using OII interface on SAP Contact Center side.

Quality Monitoring  Server side integration interface (RTP and Web Services: XML /SOAP over HTTP)
Interface (QMI)  Enables 3rd party call recording system integration with SAP Contact Center (IP calls related
RTP stream and related call data over XML /SOAP interface)

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 36

SAP Contact Center integration interfaces
Interfaces overview 2/2

Task Management  Server side integration interface (Web Services: XML /SOAP over HTTP)
Interface (TMI)  Provides methods for embedding task handling tools into 3rd party application while task routing,
monitoring and reporting remains on SAP Contact Center functionality. Tasks typically are
emails, web-contacts, faxes, SMS-messages, user created tasks or 3rd party system generated
tasks (alarms, etc)

Reporting Data  Server side integration interface (Web Services: XML /SOAP over HTTP)
Interface (RDI)  Provides access to SAP Contact Center historical reporting statistics. For example, to combine
contact volume and handling statistics with other SAP or 3rd party application statistics such as
revenue or other financial data. The existing SAP BI – SAP Contact Center reporting data
integration is using RDI interface towards SAP NetWeaver

Administration and  Server side integration interface (Web Services: XML /SOAP over HTTP)
Configuration  Allows to integrate SAP Contact Center user administration functionality with other SAP or 3rd
party applications or create new – partner or customer specific – user administration UIs. With
Interface (ACI) ACI interface, SAP Contact Center users can be created, modified and deleted for example via
company Human Resources (HR) system allowing HR system to act as a centralized user
account information source for IT systems such as SAP Contact Center

Directory and  Server side integration interface (Web Services: XML /SOAP over HTTP)
availability interface  Provides access to SAP Contact Center directory (phone directories) and user presence
/availability data. DAI can be used, e.g. to access directory and presence information services
(DAI) via company intranet, or to integrate other SAP or 3rd party access control systems to SAP
Contact Center

PSI (Presence  Enables integration party to subscribe to SAP Contact Center presence and update presence
information into SAP Contact Center system. Used e.g. with MS Lync presence module.
Synchronization
Interface)

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 37

 SAP Contact Center Integration with SAP CRM

Agent Desktop

SAP Contact Center

Customer

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 38

Simplified SAP Contact Center – SAP CRM server side
integration architecture

SAP Contact SAP CRM

Center

Integrated Communication
Email server
email

Online Integration
C Business

Interface (OII)

Interface (ICI)
E Comm.
Broker
M Web
Services

CRM-
Application

SAP Contact Center

softphone and SAP CRM
Interaction Center

Agent Desktop

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 39

 Simplified SAP Contact Center – SAP CRM server side
integration architecture
2.
2.SAP
SAPContact
ContactCenter
Centerretrieves
retrievesemail
email
SAP Contact
from email server, stores it to database
from email server, stores it to database SAP CRM
and
and“places”
“places”email
emailtotodefined
definedqueue
Center queue

Integrated Communication
Email server
email

Online Integration
C Business

Interface (OII)

Interface (ICI)
1.
1.Customer
Customersends
sendsemail
Customer

email
Chat web
Comm.
to
tocustomer service
customerchat
service server E
Broker
email
emailaddress
address M Web
Services
VoIP gateway
Phone
call 3.
3.SAP
SAPContact
ContactCenter
Centerunified
unified
routing
routingengine
engineroutes
routesemail
emailto
to CRM-
best
best available agent accordingto
available agent according to
3rdrouting
party PBX
Application
defined rules.
defined routing rules.
(optional)

SAP Contact Center

softphone and SAP CRM
Interaction Center

4.4.Agent
Agentaccepts
acceptsincoming
incomingemail
emailvia
via
SAP CRM IC user interface and handles
SAP CRM IC user interface and handles
ititusing CRM
using3rd
CRM IC email
emailhandling
ICPBX
party handlingtools
tools
user phone Agent Desktop

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 40

SAP Contact Center – CRM server side integration
SAP Contact Center push email integration (with SAP CRM ERMS)

E-mail
SMTP
SAP CRM

connect
server

SAP
ERMS
SAP Contact
1.
1.Customer
to
Customersends
customer
sendsemail
service
email Center
to customer service Business

Online Integration
Comm.
2.
2.SAP
SAPCRM
CRMERMS
ERMS

Interface (OII)
C Broker
retrieves
retrieves emailfrom
email from
3.
3.ERMS
ERMSdecides
decidestotoforward
email
forward E Web email
emailserver
serverand
and
email to live agent soERMS
to live agent so ERMS Services analyses it

ICI
sends action item routing
sends action item routing M analyses it
request
requestfor
forSAP
SAPContact
ContactCenter
Center
CRM-
Application

4.
4.SAP
SAPContact
ContactCenter
Centerunified
unified SAP Contact Center
routing
routing engine routes actionitem
engine routes action item softphone and SAP CRM
to best available agent according
to best available agent according Interaction Center
to
todefined
definedrouting
routingrules
rules

5.
5.Once
OnceSAP
SAPCRMCRMIC ICagent
agentaccepts
accepts
incoming
incoming action item, CRM ICclient
action item, CRM IC client
fetches
fetches email content to IC clientfrom
email content to IC client from Agent Desktop
SAP CRM server
SAP CRM server
© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 41
SAP Contact Center integration with SAP Cloud for Customer
Integration Architecture
(Supported from SAP Contact Center 7 SP6 onwards)

Telephony Network

SAP Contact SAP Cloud for

Center Customer

User Workstation SAP Cloud for

CDT Sales or Service

SAP Cloud CTI Adapter

SAP CCtr for inbound screen pop-up
ClientCom
interface

Convergence SAP CCtr Cloud

Connector for
click-to-call

 SAP Cloud CTI Adapter (provided by SAP Cloud for Customer)
 Installed on user workstations using this integration
 CDT or Convergence passes call data (caller no, called no, call id
and possible call attached data collected e.g. by IVR service) to
SAP Cloud Sales or Service UI
 SAP Contact Center ClientCom not needed for incoming call
screen pop-up
■ SAP Contact Center Cloud Connector (provided by SAP
Contact Center)
 DLL extension to CTI Adapter (separate installation msi-package)
 Needed for click-to-call using SAP Cloud UI data
 SAP Contact Center ClientCom interface needed with CDT but
not with Convergence

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 42

SAP Contact Center enables client embedding with your existing
business process tools and back office applications

SAP
SAP CRM
CRM Interaction
Interaction Center
Center Convergence
Convergence soft
soft phone
phone with
with MS
MS Outlook
Outlook integration
integration
integrated
integrated softphone
softphone capabilities
capabilities

3rd
3rd party
party application
application integrated
integrated or
or External
External Agent
Agent functionality
functionality
tailored softphone (Siebel Call Center)
tailored softphone (Siebel Call Center) thru
thru any mobile device
any mobile device

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 43

External IVR integration with SAP Contact Center
Call flow example

1. Customer calls in. The call is connected via SIP

gateway and signalized via the SAP Contact Center
SIP Bridge to Contact Center core servers, from which
an available MRS is commanded to take the call.

2. If the call flow includes external IVR, a 2nd call is SIP/H.323

gateway
being signalized to the external IVR. External IVR
PSTN
receives the call ID in SIP header. The 1st call and the
2nd call are joined at the SAP Contact Center server.
External
SIP IVR
3. External IVR takes the call and performs the tasks Contact Center MRS
Contact Center SIP
bridge
related to the call. server
Contact
Center
4. When the IVR transaction is completed, external IVR server
ends the 2nd call and sends the results via SIP X- Contact Center COS
network HTTP/SOAP
server
headers or separate XML channel. Contact Center CEM for data exchange
Contact Center CD
Contact
CAD (Call
5. Based on the input and confgured call flow SAP Center
attached data)
client
Contact Center builds the 3rd call with call attached
network
data to the best matching available agent.

6. Agent answers the call and the 1st call and 3rd call are
joined at the SAP Contact Center server.
Note: MRS is the RTP routing point only if
the call is being recorded or monitored

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 44

Content

1. SAP Contact Center overview

2. Architecture
3. Deployment
4. Multi-tenancy and Hosting
5. High Availability and load balancing
6. Security
7. Integration
8. Phased Deployment
9. Summary

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 45

Migration starting point
Fully TDM based telephony platform

TDM based contact center with proprietary point-to-point CTI integration. Switchboard, PBX extensions and mobile users on multiple sites.

Headquarters Branch office 1 … X Remote workers

Contact centers Mobile users Contact centers Mobile users Home office Field force

Switchboard Telephony users Switchboard Telephony users

C
Local T Local SoHo
PBX I PBX’s /RAS
PBX network

LAN/WAN IP network

PRI

4 E-mail, calendar 4 CRM, ERP

PSTN
PSTN/mobile
/mobile 4 Other personal info 4 Other biz apps
Internet
Internet network
network mgmt apps

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 46

Migration Phase 1
Deploy SAP Contact Center for contact center operations

Taking over contact center operations. SAP Contact center agents and numbers are removed from PBX and created to SAP Contact Center. Internal
calls between SAP Contact Center and PBX are enabled through VoIP GW. Replace proprietary CTI with Web Services standard based integrations.

Headquarters Branch office 1 … X Remote workers

Contact centers Mobile users Contact centers Mobile users Home office Field force

Switchboard Telephony users Switchboard Telephony users

Local Local SoHo

PBX PBX’s /RAS
PBX network

LAN/WAN IP network

PRI
IP
API
VoIP
Gateway Web
Services

SAP 4 E-mail, calendar 4 CRM, ERP

PSTN
PSTN/mobile
/mobile Contact 4 Other personal info 4 Other biz apps
Internet
Internet network
network Center mgmt apps
In-house or hosted service

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 47

Migration Phase 2
Add switchboard and remote users to SAP Contact Center

Unify switchboard operations with CC operations and take over remote /mobile users by removing these users and numbers from PBX and creating
them to SAP Contact Center.

Headquarters Branch office 1 … X Remote workers

Contact centers Mobile users Contact centers Mobile users Home office Field force

Switchboard Telephony users Switchboard Telephony users

Local Local
PBX PBX’s
PBX network

LAN/WAN IP network

PRI
IP
API
VoIP
Gateway Web
Services

SAP 4 E-mail, calendar 4 CRM, ERP

PSTN
PSTN/mobile
/mobile Contact 4 Other personal info 4 Other biz apps
Internet
Internet network
network Center mgmt apps
In-house or hosted service

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 48

Migration Phase 3
Migrate office and mobile users to SAP Contact Center at own pace

Gradually replacing PBX extensions and integrating mobile users to SAP Contact Center by removing these users from PBX and creating them to SAP
Contact Center. All traffic is controlled by SAP Contact Center, but some uses still old PBX extension phones (with SAP Contact Center).

Headquarters Branch office 1 … X Remote workers

Contact centers Mobile users Contact centers Mobile users Home office Field force

Switchboard Telephony users Switchboard Telephony users

Local
PBX
PBX network

LAN/WAN IP network

PRI
IP
API
VoIP
Gateway Web
Services

SAP 4 E-mail, calendar 4 CRM, ERP

PSTN
PSTN/mobile
/mobile Contact 4 Other personal info 4 Other biz apps
Internet
Internet network
network Center mgmt apps
In-house or hosted service

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 49

Migration Phase 4
Final state – all users migrated to SAP Contact Center

Old PBX infrastructure fully removed. Converged all-IP business communications.

Headquarters Branch office 1 … X Remote workers

Contact centers Mobile users Contact centers Mobile users Home office Field force

Switchboard Telephony users Switchboard Telephony users

LAN/WAN IP network

IP
API
VoIP
Gateway Web
Services

SAP 4 E-mail, calendar 4 CRM, ERP

PSTN
PSTN/mobile
/mobile Contact 4 Other personal info 4 Other biz apps
Internet
Internet network
network Center mgmt apps
In-house or hosted service

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 50

Content

1. SAP Contact Center overview

2. Deployment Architecture
3. Software Architecture
4. Multi-tenancy and Hosting
5. High Availability
6. Integration Interfaces
7. Phased Deployment
8. Summary

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 51

SAP Contact Center Benefits

Adapt Contact Center operations in real time

Better Service to Customers ■ Monitor Your Contact Center performance in real-time
■ Shorter response times due to increased agent
■ Adapt Your Contact Center operations in real time
productivity and first time resolution rates
■ Know how, when and why Your customers are contacting Your company
■ Consistent customer service across channels

Contact Center
Management
CIO’s
Office Lower System TCO
Contact
■ Lower system installation, integration,
Center maintenance and scalability costs
Site 1 ■ Bundled solution (vs. separated
components
Back-office
■ Reduced risk and complexity
and Field
Contact
Center
Site n

Expand Your Contact Center

resources and quality
■ Easy and cost efficient to leverage office and
mobile experts to serve customers within their
own expertize area
■ Respond to high contact volume peaks

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 52

Proven customer value with SAP Contact Center

Adapt Your Contact Center operations in real time

Better Service to Your Customers  Distributed administration and easy management
 Over 80% resolution of calls at resulted 50% savings in contact center operational
the first point of contact costs.
 Decreased average call handling  Over 10% savings in contact center operating costs
time by ca. 20 seconds per call
Contact Center
Management
CIO’s
Office Lower Your System TCO
■ Six-digit savings on annual
Contact
Center basis for forwarded calls
Site 1 ■ Live in 3 months with very
stable system
Back-office
and Field
Contact
Center
Site n

Connect Your office and mobile

experts to serve Your Customers
 Better utilization of expertise and
resources cuts customer waiting
time down from 60 to 29 secs.
■ Ability to use call center
resources more effectively

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 53

Elements to become the Best Run Customer Service
with SAP Contact Center

Customer facing employees Operations management

(front line and experts) Systems management

Best
Best Run
Run Customer
Customer Service
Service

Understand Your Customer Interface
 Understand Your customers’
requirements and behaviors
 Get real-time feedback on Your
strengths and weaknesses
 Plan long-term goals based on facts
Take Decisions to Action
 Deploy contact center services across
Your organization
 Adapt Your customer experience in
real-time
 Stay ahead of Your competitors
Achieve Remarkable Results
 Use contact center as a strategic asset
for creating customer value
 Maximize contact center performance
 Avoid unnecessary investments

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 54

SAP Contact Center for Best Run Customer Service

Powerful
 Agent UI enables consistent handling of all contact channels, Complete
Native
Native
resulting higher agent productivity and quality Complete integration
Contact integration
Contact to
 Powerful operations management tools for team leaders and Center to SAP
SAP
Center business
supervisors with state-of-the-art reporting Suite Inbound business
Suite Inbound applications
Outbound applications
 New administration tools to adjust customer experience and Outbound
contact center operations in real time Backoffice
Backoffice
Experts
Experts
Understand
Understand IVR
IVR
Reliable
Achieve
Achieve
Your
Your Remarkable
Remarkable
Customer
Customer Results
Results
 Improved high availability for continuous 24/7 operations Interface
Interface
Take
Take
 Increased load capacity and scalability
Decisions
Decisions
 Highly granular access control and security model supporting to
to Action
Action
demanding data privacy policies Cloud
Cloud and
and
Engaging
Engaging On-premise
On-premise
user
user
Versatile
deployment
deployment
experience
experience models
models
Easy-to-use
Easy-to-use
 Bundled suite for Inbound and Outbound contact centers customer
customer
interface
interface
 On-premise and Cloud deployments for single and management
management
multi-site customers
 Stand-alone and integrated with SAP and non-SAP business
applications

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 55

Thank you

Contact information:

F name MI. L name

Title
Address
Phone number

© 2014 SAP AG or an SAP affiliate company. All rights reserved.