1. Cycos AG SAP Training – SAPphone Basic Telephony jhk 2/2006

2. Presentation Title 2 SAPphone – what‘s this? SAPphone is the software layer for telephony functionionalty within SAP applications (a basic component = BC) SAPphone is comparable to the TAPI Driver of the windows applications SAPphone uses the RFC-Technology from SAP SAP-Applications with SAPphone allow users use their phone more efficient (in- and outbound)

3. Presentation Title 3 Use – Advantages SAPphone Calling more efficiently from R/3 applications (use telephone with a mouse click / ‚Soft phone‘  saving time, no dialing of wrong numbers) – especially usefull with usage of headsets for hands free operation Calls which aren‘t accepted were logged and a recall is possible from a journal Displaying and forwarding Call linked Information and Data (CAD = Call Attached Data) e.g. in case of an incoming call transfered to another employee  Call related Information won‘t get lost, notes and Documents may be forwarded with the call Launching applications / workflows by an incoming call, SAP information will be supplied Telemarketing actions can be processed highly automated  Usage of SD and CRM will be optimized (campaign dial lists / Powerdialer)...

4. Presentation Title 4 SAPphone – Versions + Requirements R/3 Release (Basis) SAPphone- Interface mrs supported functionality 3.1G / H3.01A / 3.02ABasic Telephony (= SAPPhone Level I), first Project will be Pilot 3.1I3.03ABasic Telephony 4.0A / B3.40ABasic Telephony 4.5A4.00ABasic Telephony 4.5B5.00ACertified: Basic Telephony and/or Certified: Callcenter Telephony) 4.6A / B5.01ASPBasic Telephony and/or Callcenter Telephony (= SAPphone Level II) 4.6C5.02ASPBasic Telephony and/or Callcenter Telephony 4.6D5.03ASP, 5.04ASP, 5.05ASP Basic Telephony and/or Callcenter Telephony 4.7 ERP5.10ASPBasic Telephony and/or Callcenter Telephony CRM 2.x mySAPcom 5.0xASPBasic Telephony and/or Callcenter Telephony CRM 3.x+ 4.0 + 5.0 (6.10 to 7.x) 5.10ASP, 5.11ASP Basic Telephony and/or Callcenter Telephony with Power/Predictive Dialing (=SAPphone Level III) possible PBX supports CTI but no MMCC => ‚Basic Telephony‘ is available only SAPphone Interface version determines supported functionalities REMARK: some PBX might not support all CTI commands

5. Presentation Title 5 SAPphone – List of Features SAP SW Version (opt. application) Functionality (newer Basis Rel. includes the options of all the versions before) R/3 3.1G till 4.0B Dial Show Call / Caller Identification starting Workflow Disconnect R/3 4.5 B or higher Accept Consultation Conference, drop from conference Warm and Cold Transfer Hold, Reconnect/Unhold Call Attached Data CTI journal, Call back offered Check compatibilty of both sides Trace connection SIC in R/3 4.6 or higher; CIC or IC in all CRM releases - MMCC required Agent login/logout Work mode selection Selection of queues Support for queueing of off-line messages CRM 3.0 and higher Campaigns (Power dialing) Campaign status/reporting implemented partially: detailed call stati

6. Presentation Title 6 Functionality Check/Reference: Transaction SPHT CAD: Organized as a tree structure No testing possibility here of non blocking inwait

7. Presentation Title 7 Softphone functionality (SAPphone PopUp) User interface: basic telephony functions several tabs for different call situations event driven - better status information Basic Functions Call Situations

8. Presentation Title 8 SAPPhone-Architecture I A Virtual Connection from PC to telephone… Note: With mrs there is no additional Middleware SAPPhone Server needed! Workstation has to be registered! Architecture used: = Centralized architecture no Client necessary

9. Presentation Title 9 UNIX or NT-Host SAP R/3 Applicationsserver incl.Gateway SAPPhone SAPPhone-Architecture II R/3-CTI-Integration with MRS‘ SAPphone Implementation Interface: LAN S0/ISDN Serial WAML,.. NT or W2K-Server MRS SAPphone- APL CTIAPL LAN TCP/IP RFCs CPI-C PBX librfc32.dll Saprfc.ini (Param.) SAPGUI R/3-Application / Frontoffice (CIC) CSTA, TAPI, TSAPI,.. RFC-Interface Registrating as RFC-Destination with Program ID and CPIC-User Routing: - Site Object - SAPPhone Server Object - Substitutions / Rules in / outbound Registration: Tel : PC : User : Telephony-Server

10. Presentation Title 10 SAPs‘ SAPphone Server - Architecture Simple TAPI-Integration to a CTI-Server with SAPphone Server Software Telephony software, telephone, PBX, driver etc.) R/3 SAPphone Server TAPI RFC Interface SAPphone TAPI Service Provider 1 2 R/3 Applications or Front Office (CIC) RFC Service Provider (1) Usage of SAPphone Server, which can use only TAPI interface (but not the most stable CSTA and TSAPI) and is not capable of advanced functionality e.g. Callcenter / multichannel queueing, PD or just multiple PBX environments SAPphone Server is positioned by SAP for max. 50 users (2) Direct Integration with RFC- Interface (mrs)

11. Presentation Title 11 Alternative SAPphone-Architectures (I): Local Connection:  Without centralized telephony server  Additional hardware and software required Connection options:  Direct connection, phone network via a modem, the phone network via a plug-in board (yellow mark)  Connection via a PBX or Direct connection to a main line (red mark) Competition only !

12. Presentation Title 12 Alternative SAPPhone-Architectures II Architecture options: Client/server connections  * With centralized telephony server  * Additional software required at work center A) Connection without network enabled Interface Software B) Connection with network enabled Interface Software Competition only ! Compare with MSPTSP+SPC, details will follow

13. Presentation Title 13 CTI Server / Communication Mgmt. Software * CTI Server / Communication Mgmt. Software * Telephony Options – SAPphone PBX/ ACD CRM Server SAPphone (ABAP) SAPphone (interface) PBX-specific TSP *** SAPphone Server TCP/IP TAPI TCP/IP * Examples: Avaya CentreVu Avaya Interaction Center Cycos MRS Genesys G6 Intel NetMerge Nortel Symposium SAP RFC PBX-specific connector SAPphone Server SAPphone connector ** ** Examples: AMC Telephony Gateway for R/3 (from AMC Technology) Genesys T-Gate for R/3 (from Genesys / Exigen) Others (see www.sap.com/partners/icc then search for software category “Computer Telephony”)www.sap.com/partners/icc TCP/IP PBX-specific connector TSP *** *** TSP = TAPI Service Provider = 3 rd -party product = SAP product

14. Presentation Title 14 Processing Outgoing Calls PBX Telephony Gateway mrs Public telephone network (PTN) R/3 Telephony Server PC 1001 Work center 1.) R/3 user initiates outgoing call 2.) R/3 determines work center ID (NT registry) 3.) R/3 reads work center settings: - telephone number - telephony server 4.) R/3 reads telephony server settings: - RFC destination -... 5.) R/3 converts dialed number: (e.g. adds line for obtaining an outside line) 6.) R/3 initiates call via telephony gateway function SPS_MAKE_CALL 8.) PBX dials number, connects work center phone with PTN 9.) phone of dialed number is ringing 7.) telephony gateway ´calls´ corresponding PBX function OUTGOING_CALL_PROCESS

15. Presentation Title 15 Processing Incoming Calls (Popup, >= 4.6C: ‚Softphone‘) PBX Telephony gateway Public telephone network (PTN) R/3 Telephony Server PC 1001 Work center 1.) Customer calls e.g. 0123 74 - 1001 2.) PBX routes call to extension 3.) Telephony gateway signals incoming call to R/3 (e.g. transfers extension and telephony server name) 4.) R/3 converts dialed number 5.) R/3 determines telephony server 6.) R/3 determines work center 7.) R/3 determines current user 8.) R/3 determines caller data by using user specific address data areas 9.) Caller data are displayed via express mail resp. following incoming call popup

16. Presentation Title 16 Example of Workflow-Integration: Sending an E-mail with Callback Function An employee cannot be reached by phone => ‘Journal’ entry in SAPoffice Inbox Just send an e-mail appending an executable call to you (or to one of your colleagues) Create an e-mail (title and text) Insert an object link of type SAPphone: telephone call specify the recipient of your e-mail send the e-mail

17. *** SAPphone with Basis 4.6 to 6.20/6.40 *** Installation and Configuration, Parameters within the SAP system

18. Presentation Title 18 Creation of a CPI-C user Tools  Administration  User maintenance  Users (SU01)  Create (German: Werkzeuge  Administration  Benutzerpflege  Benutzer  Anlegen) Settings were the same as described for SAPConnect – you may even use the same SAP User ID

19. Presentation Title 19 SAPPhoneAPL – Creation of a RFC destination (I) Transaction SM59, then choose TCP/IP connections

20. Presentation Title 20 SAPphoneAPL – Creation of a RFC destination (II) 1.Enter a Name for the RFC destination, 2.Description and Type of connection: T=TCP/IP 3.Save

21. Presentation Title 21 SAPphoneAPL – Creation of a RFC destination (III) Enter Program ID and save. Gateway host and service: - default: no entry / local on application server - older R/3 releases: input via menu ‚Destination‘ Connection test: just after configuration and start of SAPPhoneAPL Multiple Application servers / gateways: dedicate one Gateway host (WhitePaper is planned describing other options and their implications)

22. Presentation Title 22 SAPPhoneAPL – Creation of a Site Transaction SPHB Enter Location Name, Number prefix: format = (area/access code], no country code nor other chars) Country (for normalization), Time Zone (for dialer and journal) Extension length: this parameter is used by SAP internally to distinguish between internal and external calls. (The numeric country code is added to external calls)

23. Presentation Title 23 SAPPhoneAPL – Creation of a Telephony Server (I) Choose ‚Create‘, enter Server and description

24. Presentation Title 24 SAPPhoneAPL – Creation of a Telephony Server (II) Link the CTI Server Object to the RFC Destination you might be forced to enter your RFC destination manually (selector is not working in some releases)

25. Presentation Title 25 SAPPhoneAPL – Creation of a Telephony Server (III) Cycos MRS = solely server based (central) architecture  No local component! Never activate checkbox ‚Local Server‘! Enable Canonical Number format (international notation, setting active for outbound calls) recommended (before mrs 5.01: non canonical format) Enable Telephony and Dialer. You may select Statistics, too – but only PD statistics are supported up to now by mrs

26. Presentation Title 26 SAPPhoneAPL – Creation of a Telephony Server: Rules for outbound Call Routing... only with non canonical numbers e.g. with ‚internal‘ cross links between PBXs (PBX network) Better use mrs‘ normalization options

27. Presentation Title 27 SAPPhoneAPL – Creation of a Telephony Server – activating and testing the link Remark: Usually a CPIC/Communication user is correct for mrs access to R/3, but inbound PopUps in some Releases (e.g R/3 4.6D) are only available with the usage of a dialog user instead of a CPIC user. Active your server (‚ready for use‘), Usage of SAP Alert monitor is optionally

28. Presentation Title 28 SAPPhoneAPL – Telephony Server was created / change Settings

29. Presentation Title 29 SAPPhoneAPL – Telephony Server Language Settings

30. *** SAPphone *** Installation and Configuration, Parameters on mrs server

31. Presentation Title 31 SAPPhoneAPL – the SAPRFC.ini Note: the Saprfc.ini file usually resides in the..\mrs\bin directory (with <5.12 in Windows\system32) Caution with other applications using a saprfc.ini on mrs server – they may set an environment variable to a different location! Example Server SectionExample Client Section [RFC-SERVER] DEST=SRVDEST TYPE=R PROGID=ID_CTI_APR_300 GWHOST = /H/10.2.11.2/H/192.168.249.17/S/3299/H/ 192.168.249.52 GWSERV=sapgw00 RFC_TRACE=0 [RFC-CLIENT] DEST=CLIDEST TYPE=A ASHOST= /H/10.2.11.2/H/192.168.249.17/S/3299/H/ 192.168.249.52 SYSNR=00 RFC_TRACE=0 ABAP_DEBUG=0 USE_SAPGUI=0

32. Presentation Title 32 SAPPhoneAPL – Main Settings (I) Create a link. Checkboxes for Basic CTI + Callcenter are senseless up to now (always active) The SAPPhoneAPL is multi link capable…  restriction is on the SAP side: a phone may only be linked within one SAP client permanently  the productive link(s) shall be the first (timing)

33. Presentation Title 33 SAPPhoneAPL – Settings of a R/3 Link Server destination and Client destination: set as maintained in your SAPRFC.ini Both shall be unique! Logon credentials for CPIC user: specify as generated before in your SAP Client (‚Mandant‘) Activate the Link

34. Presentation Title 34 SAPPhoneAPL – Settings (III) Specify the phones you‘d like to have the speaker enabled Remark: Functionality severely depends from connected PBX

35. Presentation Title 35 SAPPhoneAPL – Optimize your Environment ! Have the productive links as first one(s) configured in SAPphoneAPL: update of internal call model takes some time (better Timing) Make sure that there are enough client and server sessions available: Adapt settings in the registry: HKLM > Software > pp-com > mrs > SAPphoneApl > System[x]: MaxServerConnections = … count/include also RFC Client sessions, max. is 100 together by default! (see Handbook for changing ENV variable / max setting) deactivate test links (D or Q systems) if not used delete not used phones from SAP‘s Server Object Extreme option: Use further SAPphoneAPLs (and SAPR3APLs) on further servers (distributed mrs system) Periodically stop/restart the NT service to release RFC client sessions after

36. *** SAPphone *** Further Installation and Configuration Options

37. Presentation Title 37 SAPphone – User‘s Work Center –specific settings (I) German: ‚Arbeitsplatzeinstellungen‘ Transaction SPHA, choose button ‚Work center‘ first... This page allows simulation of inbound calls (e.g. for testing ANI Hits) and access to SAPphone PopUp (outbound, real calls), too.

38. Presentation Title 38 SAPPhone – User‘s Work Center-specific settings (II) Enter phone extension and possibly activate ACD Select your CTI Server (SAPphone Server Object) ‚Save‘, re-open SPHA and select ‚User Settings‘ to go on..

39. Presentation Title 39 SAPPhone – User- specific settings Display of inbound calls (Popup): no Display for CIC/CRM agents (!), choose something for other users Some Tasks were predefined like ‚Create Note‘ Notification of Call in absence: SAP‘s CTI journal – independant from mrs cti journal Select Data area (=source) searching in for ANI hits, usually Central adress management Only for Callcenters necessary: mapping agents to a mrs UserIDs + Passwords is done here.

40. Presentation Title 40 SAPPhone – Central Administration of User-specific settings in SPHB Template Handling 1.Create, Set and Save a common Template 2.Change User/Agent specific setting in the template 3.Select User to send this settings to (you have to store changes in your template first resp. on request) 4.Go On with 2. Alternatively: send Template by SAP Mail

41. Presentation Title 41 * SAPphone Tx SPHD Simple Alternative to Tx SPHA: just enter your phone system‘s extension number

42. Presentation Title 42 SAPPhone: Testing in SPHT Reference for all telephony actions, including callcenter (but no PD or non blocking inwait) Best access to CAD Remark: CAD is kept solely in SAPPhoneApl up to mrs 6.01 Change of CAD handling (to CTIAPL is planned (already working with XMLAPL/ICI)

43. Presentation Title 43 SAPPhone – Site Administration: Permit Users to choose Phones (I) Any setting optionally!

44. Presentation Title 44 SAPPhone – Site Administration: Permit Users to choose Phones (II) Any setting optionally!

45. Presentation Title 45 SAPPhone – Administration: Tasks for SAPPhone Any setting is optionally – task of a SAP consultant !

46. Presentation Title 46 SAPPhone – Administration: Deflect Calls Not used up to now. Remark: Deflect severely depends on PBX

47. Presentation Title 47 SAPphone – Free Seating and Citrix / Terminal server Set the type of the ‚virtual‘ link (storage) between phone and Work center - some options were only available with basis 6.10 or above Settings are SAP client specific: SPHB, menu -> settings -> activate telephony / work center ID Local ‚Registry‘ is default, Log on Name =User is fine e.g. for Terminal Remark: Any change forces all users to reassign their phone (workcenter settings) – relogon necessary.

48. Presentation Title 48 SAPphoneAPL – Phone number formats, ANI hits Suitable for ANI hits: all canonical formats, starting with a '+‘ - non numerical chars were ignored e.g. ' ', '(', ')', '/',... Remark: Several OSS-Hints or Corrections might be necessary for inbound matching, e.g. with 4.6C Patchlevel 28 or 6.10, 6.20 Basis: SAPNote: 580766 for correct handling of ‘+’- sign R/3 Database fieldExample 1Edited format (entered Format) DE 06227 / 605-644 2Compressed canonical format Since R/3 4.6B + R/3 Patches. Field is filled if (1) is entered or is changed. +496227605644 = mrs inbound 3inbound given number format In R/3 4.0 and 4.5: the CTI server transfers a phone number of unspecified format to R/3 – this is stored after a first manual search of the business partner (BP) was done ??? e.g. mrs before 3/2002: non normalized formats

49. Presentation Title 49 HQ UNIX or NT-Host SAP R/3 Telephony Settings (SPHB) Site Object 1: Extension length Country-Area-AccessCode SAPphone – One mrs providing CTI for multiple sites with SAP applications NT or W2K-Server MRS CTIAPL Remark: Normalize internal numbers must be turned on for all CTI links R/3-Application / IC / CIC CTI link 1 CSTA, TAPI, TSAPI,.. Server Object 1: RFC destination,.. Site Object 2: Extension length Country-Area-AccessCode Server Object 2: RFC destination,.. 2nd Site SAPPhone- APL CTI link2 CSTA only! 2nd location! 1st Link, (HQ) Using MRS Global Location 2nd Link, Using 2nd Location! PBX1 PBX2

50. Optional Part: Demonstration of Multisite Configuration (Registry, till mrs 5.x) Remark: White Paper available !

51. *** SAPphone in the Workflow (German)***

52. Presentation Title 52 Workflow: Embed Phone Number Object Links in Messages (I) SAPoffice Outbox => New Document

53. Presentation Title 53 Workflow: Embed Phone Number Object Links in Messages (II)

54. Presentation Title 54 Workflow: Embed Phone Number Object Links in Messages (III)

55. Presentation Title 55 Workflow: Embed Phone Number Object Links in Messages (IV)

56. Presentation Title 56 Workflow: Embed Phone Number Object Links in Messages (V)

57. *** SAPphone: Anrufe weiterleiten ***

58. Presentation Title 58 Weiterleitungen: Einrichten in SPHB Weiterleiten: auf Voicebox oder Kollegen mittels SAPphone PopUp vor Rufannahme (=Deflect)  Formate: Extension oder normalsierte Nummer

59. Presentation Title 59 Weiterleitungen: Einrichten von Telefonnummer/Zielen

60. Presentation Title 60 Weiterleitungen: Einrichten von Gruppen (SPHB), Aktivierung in benutzerspezifischen Einstellungen

61. Presentation Title 61 Weiterleitung …der Anrufer hinterlässt eine Voicenachricht

62. Presentation Title 62 Weiterleitung mit dem SAPPhonePopUp Die Weiterleitungsgruppe kann Telefonnummer zur Auswahl enthalten

63. *** SAPphoneAPL Versions ***

64. Presentation Title 64 New Features/solved Bugs SAPphoneAPL 6.0/6.01? none up to now?

65. Presentation Title 65 New Features/solved Bugs SAPphoneAPL 5.5 CAD with Consult/Conference IC Webclient Support (but not recommended), e.g. ‚Registration‘ changed Restart client connections SAPphoneAPL design with multiple Application servers (registry value CliActive under Key System[x], REG_DWORD = 1 => client is active (default). ‚0‘ prevents signalling of calls and call ends to SAP) More robust behavior of SAPPhoneAPL with setting Monitor points End call flag with SAP R/3 4.0B SAP CIC logon/logout Enhancements

66. Presentation Title 66 New Features/solved Bugs SAPphoneAPL 5.1x (I) Connection related: Fix: client connection is not restarted automatically Fix: with a new system is the client connection not started automatically SAPPhoneApl does not work. Error:The RFC server could not register: RFC_ERROR_COMMUNICATION (BR030411214400) Cause: There is a limit of 100 RFC connections at SAP side. => Registry Value Key MaxServerConnections (Default = 20) Added log message every 60 seconds if not got a request from SAP Special / uncommon environments: SAPphoneAPL design with multiple Application servers leads to multiple SAP Journal entries registry value CliActive under Key System[x], REG_DWORD 1 = client is active, this is the default 0 = Client is not active. This prevents signalling of calls and call ends to SAP Fix: mrs 5.12/mrs5.5 SAPphoneAPL doesn't deliver support for End call flag with SAP R/3 4.0B ACD Group related: Fix: No Login via CIC / Extension Unknown BR041217143349 Receive error message "connection is unknown" on sap cic logon/logout (BR041006150637) Changes for agent logout problem at BASF Agent status in SAP is not sync with MRS - sps_getqueues() changed the warning "sps_getqueues(): extension XXX not logged in into info level" Fix: DNIS is not faked by Vogue' resp. ACD Group ACD state "Wrap-up" causes error message (BR030820103852)

67. Presentation Title 67 New Features/solved Bugs SAPphoneAPL 5.1x (I) UID / CAD related: Fix: With SapphoneAPL and additional MSPTSP for Realtime display wrong connections were shown in SAPPhone PopUp Fix: SAPPhoneAPL has problems with lost SAP connections (similar to some Agent status changes on mrs side) UID handling for incoming calls. Changes for announcing SAPphone call handle via call attached data Other: More robust behavior of SAPphoneAPL required when setting Monitor points (BR041230120841) Fixes: crashes of the SAPPhoneApl (multiple causes/BRs) Fix: Completing a conference call in SAP CIC ends in frozen SAPGUI screen Fix: Change of phone number format to normalized format doesn't work Fix: Call on hold is no longer manually reconnected because some PBX's reconnect the call on hold automatically and this behavior is now configurable in the CTIAPL