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

2. Presentation Title 2 SAP CRM Key Challenge Ease of doing business Relevant and consistent dialogue one-to- one marketing Variety and customization Customer Value Convenience Relevance Choice Operational Multi-channel analyticalCollaborative execution Automation of functions Customer- and user-centric information and transactions Business web optimization Interaction Centers (Contact Centers) work across all communication channels with blended business processes SAP‘s strength: providing business data, focus on knowledge worker

3. Presentation Title 3 The meaning of SAP CRM Strong Growth since 1st Sept. 2001 when CRM 3.0 was available on the market: independently usable without Enterprise R/3 (80% R/3 of the customers had prospectives in non-R/3, too) Sales: - 20% of SAP‘s sales volume (only SCM has 20%, too) - 2003: SAP overtakes Siebel approx. 2900 CRM installations, one third with IC installed in the field (2005) approx. 500 developers for CRM, mainly in Palo Alto, but interfaces as BCs were still developed in Walldorf

4. Presentation Title 4 SAP‘s CRM: Key Features + Modules one process – all interactions for every contact person (Business partner BP or Contact): as a replacement for the Sales part of R/3‘s SD component own employees may be included (ERM version, too) as well as partners and vendors includes the following modules: Mobile Sales: link Laptops (local SQL DB replika), PDA, etc Interaction center IC (leaving the SIC = service interaction center or CIC= Customer Interaction Center in behind) Internet Sales and Pricing Main advantadge of SAP CRM: analytical approach and link to ERP systems (open architecture for non SAP backends since CRM3.0)

5. Presentation Title 5 mySAPCRM 3.0 – Features For Sales, sales force, marketing, service multichannel approach: Integration of older interfaces possible with (AMC‘s) MultiChannelManager for Mail, SMS, CoBrowsing,Chat, Fax, CTI+Callmeback- Button,..,Callcenter or enhancement to SAPphone Interface (comparable to mrs) Action bar: for calling guides, scripts, solution databases, self service Campaigns with GUI for creation ‚Segment builder‘, with Drag ‘n Relate BW as possibility for analysis and reporting included (Standard Cubes) CRM uses ist own Database; Enterprise R/3 can be linked over ALE, as well as other Backoffice Products integratable Wordtemplates can be attached: Offers, visiting reports; Calender (synchronizeable with LN or Exch.), with Link to Opportunities

6. Presentation Title 6 * mySAPCRM 4.0 and 5.0 – Features Starting with CRM 4.0 (with CRM3.1 not recommended): IC Webclient (IC WC)= Web browser/IE frontend for Java based middleware, Integration in Enterprise Portals, therefore typical look: JSPs, Tights, iviews, personalize, supporting roles; Hyperlinks for navigation ICI = Integrated communication Interface introduced Basis for spreading out IC WC in IS Starting with CRM 5.0 Full E-Mail management: autoresponder, analysis,.. …

7. Presentation Title 7 Multichannel Options for Interaction Center WinClient Desktop Control SAPphone + SAPconnect ICI Multichannel Interface Genesys Gplus Adapter mySAP CRM Interaction Center SAPphoneSAPconnect BCB (Integrated Communication Interface) Gplus Adapter Telephony Connector SAPPHONE -APL CTI PBX/ ACD CTI PBX/ ACD E-Mail Fax Voice Callback+ Campaign PBX/ ACD E-Mail Chat Callback Genesys Suite Telephony Connector E-Mail Connector Universal Queue Co-Browsing mrs Option: Universal Queue mrs Option: Universal Queue XMLAPL E-mail Connector SAPR3APL E-Mail Fax Voice

8. Presentation Title 8 CYCOS Multichannel Option for Interaction Center WinClient SAPphone + SAPconnect mySAP CRM Interaction Center SAPconnect Telephony Connector CTI PBX/ ACD E-Mail mrs Option: Universal Queue SAPphone

9. Presentation Title 9 SAPPhone-Architecture III: IC Integration with mrs MM-CallCenter UNIX or NT-Host mySAP.com SAPPhone LAN, ISDN, Serial, WAML,.. NT or W2K-Server mrs MMCC Callcenter Logics + Routing Mechanism SAPPhone-APL CTIAPL VMAPL including: Waiting fields, Agents, PD Lists &Administration ISDNAPL or DialogicAPL PBX R/3 - Interaction Center CIC CSTA, TAPI, TSAPI,.. RFC-Interface Routing: - Site Object - SAPphone Server Object -Substitutions/Rules in / outbound Registration: Tel : PC : User : Telephony-Server Usage of IC with Basic Telephony (without MRS Callcenter) is usually possible (e.g. usage of a Customer‘s existing ACD or as migration step) Agent 2 Agent 1 Agent x Groups -> Skills! Log in + Log out Phone calls ISDN, analog Note:

10. Presentation Title 10 User / Work center Scenario of Integration with SAPphone: mrs Clients Trayphone, ACD SW… Host SAP R/3 mrs Workcenter PC SAPG UI PBX Additional functionality with mrs Clients (optionally) TrayPhone: - Taskbar - CTI-Journal Callcenter: - ACD Client - ACD Supervisor Phone

11. Presentation Title 11 Scenario of Integrations with SAPphone: multiple Sites, multiple Clients or Servers ASHost / SAPGateway Client 300 - production SAP R/3 mrs 1 USA mrs 2 CH Multiple Site objects With 1 Server object each mrs 2 CH PBX Phones PBX Phones SAPGateway1 / ASHost 1 Client 100 - development SAP R/3 Multiple Site objects With 1 Server object each SAPGatway2 / ASHost 2 Client 100 SAP R/3 Multiple Site objects With 1 Server object each SAPphoneAPL is capable of multi client connections, different R/3 releases are possible. CAD might be transferred to 2nd R/3! Please ask in case of IC callcenter needs. Remark: one phone can be registered in only one client (‚mandant‘) per SAP system (limitation in SAP)

12. Presentation Title 12 SAPphone: Support of SPC / Non blocking in wait Mode CTIAPL, SAPPhoneAPL and MSPTSP with SAP‘S spcontrol.dll support RTC status display => improoved customer acceptance

13. Presentation Title 13 Competition for SAPphone (I) - CSPs VendorProductRel.LevelCertified PBX 4Call CT TechnologyDIVOS Gateway for SAP2.50I + II4CALL DIVOS AspectAspect Enterprise Contact Serverv5.1.1?? AMC TechnologyAMC Telephony GW for R/3 Telephony Con. for SAP-Avaya CenterVu 2.1 3.10I + IILucent G3 Bucher & Suterdarondo connect1.0I + IICisco ICM 4.6.2 CycosMRS/MMCC4.2I + IIHICOM 150 Alcatel 4200 EricssonSolidus eCare SEC Driver for SAPphone3.0?? Genesys Telecom- munications Labs Genesys T-Gate for R/32.0I + IILucent G3 Oki Electric IndustryCTstage3.0I + IICTstage3.0 QuintusQuintus CTI5.0I + IILucent G3 Samsung ElectronicsSCplus 5.0I + II? SiemensHiPath ProCenter Telas 5.01, ? I + II, rsp. I 1Hipath 4000 V1 SOCIEDADE ALTITUDE SOFTWARE ASTG1.0I + IILucent G3 Nortel Meridian TelesnapSnapware3.2I + IIAlcatel TenovisClienTel for R/33.0I + IIHICOM 150E Data: Q3/2003

14. Presentation Title 14 Competition for SAPphone (II) – SAPphone Server with TAPI driver VendorProductRel. AlcatelTAPI SPR2.0 EricssonTAPI SP MD 110Vers 1.1 MitelSX2000 MitelMediaPath 2.0 NortelSymposium TAPI Service Provider NortelSymposium Call Center Server SiemensTelas TAPI SP(with Hicom 300)... Data: Q3/2003 Remark: tested by SAP

15. Presentation Title 15 CIC Screen – parts and functionality Contact history Reminder Script CTI bar Lean Action box Navigation area BP Search Contact Identification / information Call status Quick Keys Application area = 7 Boxes within the framework

16. Presentation Title 16 Screen: CRM Agent‘s status

17. Presentation Title 17 Screen: CRM group inbox Other common offers:  Web pages  Groups‘ Workflow inbox  All SAP transactions  Scripts, PD lists, …

18. Presentation Title 18 CYCOS‘ Multimedia Callcenter in a mySAPCRM Callcenter environment - putting the pieces together For Queueing Offline messages in the same queues as Calls (true multi channel router approach) different Mappings (‚translations‘) of agents‘ workmodes were possible e.g standards are: For Offline-Messages a push mechanism sends further Mail/Fax/SMS messages after a given time to an agent in case the agent is set to ‚ready‘ for this type of service. Powerdialer: to enhance data quality and facilitate call handling it‘s also possible within the cycos ACD client to mark a call as unsuccessful for retries e.g. after haven spoken to an unwanted person SAP work modeCallWorkModesCampaignWorkModesMessageWorkModes NotReadyBreakOff Ready Off WorkNotReady Off WorkReadyReadyOn

19. Presentation Title 19 Callcenter PBX independance with mrs 5.10 Wait field implemented on Eicon PRI, BRI: connection to nearly any PBX: - only validation necessary if feature ‚Pass and Replacement‘ within ECMA Q-SIG cross connection is available (ECT w DSS1 alternatively) VendorProtocol, PBX,Status (02/2003) AT&T5ESS Custom- Lucent/AvayaQ-SIG: Lucent Definity 5ESS NI Planned (TSAPI) NortelQ-SIG: Matra 6500 Q-SIG: Nortel Meridian, Nortel Dasa DMS 100 Meridian validat.planned SiemensQ-SIG: Hicom 150, Hicom 300, Hipath4000Product EricssonQ-SIG: Ericsson MD110, Ericsson AXE10MD110 Project running BoschQ-SIG: Integral 33OK, special Q-SIG fix for old PBX necessary AlcatelQ-SIG: Alcatel 4200, Alcatel 4400, Alcatel Omni PCX / OXE 4400 Product, OXO in validation

20. Presentation Title 20 PBX Callcenter e.g.. Flex-Routing Callcenter Agent Monitoring of Callcenter status Agent‘s Client ansteuern Provide Statistical data Agent‘s Client Caller Anrufer Agenten- Telefon Conventionell Contact Center Modell

21. Presentation Title 21 PBX mrs CTIAplVmApl Monitoring IsdnApl / IpApl TeleLib VOGUE.e Distribution to Agents Not ready ready Common Cycos Contact Center Model with Path Replacement Trun k caller Path Replacement done!

22. Presentation Title 22 keine Sammelrufnummer (UCD,…) mehr in der PBX erforderlich  hierdurch beliebig viele Anwendungen möglich weniger Abhängigkeiten von der PBX keine Call-Transfers durch Ansagen im Wartefeld  höhere Stabilität komfortablere Steuerung des Wartefeldes mehr Feature -> Mehrdimensionale Application-Trees durch Interaktion via DTMF, in Zukunft auch via Sprachsteuerung auch bei vernetzten TK-Anlagen sogar unterschiedlicher Hersteller einsetzbar * Vorteile des neuen Contact Centers

23. Presentation Title 23 * Callcenter enhancements mrs 5.1 & further development Improoved Auto Attandent based on VOUGE.e: simplified creation of IVR applications - planned w mrs 5.2: Variables, DTMF support, run External Programms, DB requests Improoved Callcenter integration: new Architecture combined with UCD (incl. LEDs/switching status on phone), Display texts Available: VoiceMail Applet for listening Voicemails on the phone Integration of keyword analysing software (e-mail Management software) for skill based routing of Offline-Messages (Projects can be started immediately using e- sponse engine of company ‘dial systems’, Hamburg, which was tested succesfully) mrs 5.2: - Support of SAP Business Routing (rem: for enhanced functions may HR necessary) - Portal applications: Clients (Plugins) - SAPPhone Level III as the first vendor - TrayPhone II incl. Agent handling

24. Presentation Title 24 * Optimierung der Erreichbarkeit: Kunden-Zufriedenheit durch ContactCenter ‚Einfache Strategien‘ Call-Centergruppen verschiedener Durchwahl Routing nach Regionen Einfache IVR ‚Integrierte Strategien‘: VIP- bzw. ‚Goldkunden‘-Routing Skill based Routing IVR, DB-Anbindung … letztere werfen folgende Fragen auf:  WO WIRD DIE ROUTING-ENTSCHEIDUNG GETROFFEN?  WER STELLT WIE DIE DATEN ZUR VERFÜGUNG?

25. Presentation Title 25 Options for different Strategies of CC-Routing mrs mySAPCRM 3.x mySAPCRM4.0 Datawarehouse, Directories ERP / CRM SQL resp. ODBC-capable DB LDAP-APL Business Routing-APL DB-APL Vogue2 (IVR) Import, e.g. CSV

26. Presentation Title 26 Callcenter enhancements: Rule Based Routing – Architecture with Business Routing Interface SAP CRM Applications / CIC SAPphoneSAPconnect Business Communication Rule Based Routing Component R-Interface Gateway Routing Server RS-Interface Application Layer Business Communication Layer Gateway CTI Server Gateway Message Server

27. Presentation Title 27 New Callcenter Option with SAP CRM: Rule Based Routing with the Business Routing Interface SAP CRM Applications / CIC SAPphoneSAPconnect Business Communication Rule Based Routing Component Gateway Business Routing APL Gateway SAPPhone- APL Gateway SAPR3APL SAP R/3 Human Resources Business Partner Data with a Skill e.g. Gold customer Optionally Agent data (Skills), via CRM Different data for different Scenario (=Group‘s extension/inbox)

28. Presentation Title 28 New Callcenter Option with SAP CRM: Rule Based Routing with the Business Routing Interface (Gold customer routing, skill based routing) SAP CRM Applications / CIC ICI multichannel interface Business Communication Rule Based Routing Component Gateway Business Routing APL Gateway XMLAPL SAP R/3 Human Resources Business Partner Data with a Skill e.g. Gold customer Optionally Agent data (Skills), via CRM Different data for different Scenario (=Group‘s extension/inbox)

29. Presentation Title 29 * bisheriges Routing mit AppGen 1.0 Vor Qualifizierung nach … … Erkennen der Rufnummer (Calling Party number) … Erkennen der Vorwahl/Landeskennung … Kopfnummer (DNIS) … mit/ohne Skills ….. und AppGen 1.0 Applikation MultiPBX MultiLINK Plattformunabhängig Trunk PRI CTI (ISDN LAN) PBX mrs Server ACD Gruppe #1 Service ACD Gruppe #2 Sales ISDN board Eicon ISDNAPL mit Vogue, z.B. IVR- Menü: 1 = Service 2 = Sales

30. Presentation Title 30 AppGen 2.0 (mrs 5.5) New Options for prequalification and new Routing possibilities with Read/Write Access to external ODBC-Databases Trunk PRI CTI (ISDN LAN) PBX mrs Server ISDN board Eicon Result ERP/CRM-System, Helpdesk, … Datenbank e.g. SQL SQL- Statement ODBC DBAPL ACD Group #1 ACD Group #2 Home Agent Bureu ISDNAPL w Vogue2 BUT: this approch can‘t be used with SAP‘s Applications !

31. Presentation Title 31 AppGen 2.0 with ‚SAPRFCAPL‘ New Options for prequalification and new Routing possibilities with Read (+Write) Access to SAP Applications Realisation as ODBC driver Trunk PRI CTI (ISDN LAN) PBX mrs Server ISDN board Eicon Result SAP-System, e.g. ISU RFC- Trans- action RFC SAPRFC Access ACD Group #1 ACD Group #2 Home Agent Bureu ISDNAPL w Vogue2 Custom Transaction(s) providing requested data

32. Presentation Title 32 AppGen 2.0 and SAP RFC APL: possible Use Cases Helpdesk: - Request Support contract ID (e.g. route to Dispatcher or Sales if service contract is not found or fix amount of incidents exceeded) - Request Incident number (immediate Display at the Agents‘ Desktop or preferred routing to the person already sent an answer) Order-Portal / Banking etc.: - Request/check Account/Customer No. and PIN - Change PIN - get Orders - check financial Limits Self Service (e.g. SAP ERM) Information services: delivery status, weather, traffic in addition: DOD VIP/Gold customer Routing [also without CC], Last Agent Routing Statistic improovement (statistics while in IVR and not transferred yet to ACD Group) General Presense Information (e.g. SAP HR) Get Call back wish (Request or suggest Customers‘ Callback no. if there is no CLI)

33. Presentation Title 33 AppGen 2: New Voice Boxes Input: Collects DMTF keys pressed by the caller Define: Assigns a Variable, including simple Operations Compare box: Compares Variables and/or Values DB Read: reads Information from ODBC enabled Database(s) DB Write: writes Informationen in ODBC enabled Database(s) Document: sends an Attachment to a recipient Language: changes the language and folder during runtime Script: calls other E-Script(s) (no ISDN B- channels required) Vanity: resolves the full Username in case of DTMF tones

34. Presentation Title 34 * AppGen 2.0 Use Case: Schema – Last Agent Routing bei CRM oder Helpdesk Integration Kundenanruf: Aufforderung zur Eingabe einer bestehenden Case/Incident- Nummer via DTMF CRM / HelpDesk-DB: gibt letzten Bearbeiter = Agent zurück Prüft, ob Agent verfügbar (führt kein Telefonat, ist als Agent eingeloggt u. bereit) ODBC SQL-Statement Agent verfügbar: 1. verbindet 2. übergibt Incident Daten Kunde wird zu Agent durchverbunden Bei CTI – Integration der CRM/Helpdesk- Aplikation: Kunde kann dabei identifiziert werden über ANI-Hit Incident kann übergeben werden: Call Attached Data Auch: mögl. Eintrag in die CRM/HelpDesk- Datenbank HelpDesk-DB Trayphone / DDE oder MSPTSP / TAPI Offerierte Optionen: a) an anderen Agent verbinden b) Voicemail hinterlassen c) an Supervisor vermitteln Agent nicht verfügbar Callcenter CRM/HelpDesk + Agents

35. Presentation Title 35 MMCC: Validated or productive PBXs, possible loads (09/2004) VendorPBX (Protocol, Remarks) Load (BHCC) certification/production AlcatelAlcatel 4400, Alcatel OXEca. 4000 (with Alcatel 4400) AlcatelAlcatel OXO (HW. rel. 2) with ECT, > 2500 AlcatelAlcatel 4200 with ECT (TA), S2M AvayaLucent Definity Series e.g. Prologixn.d. / productive CiscoCall-Manager (>= 3.2) 2500 / ca. 5000-7000 EADSMatra 65xxn.d. / productive EricssonMD110 with ECT n.d. / productive InnovaphoneIP 3000ca. 15000 NortelMeridian Option Series (Softswitching) > 1500 / productive TelekomOctopus 180i (Philips-OEM)planned TelekomOctopus E300 / E800 (SNI-OEM)n.d. / laboratory TelekomOctopus.. (OEM of Alcatel OXO rel.2) > 2500 TelekomOctopus F Series (Siemens Hipath3000 + 4000 OEM) look@ HP3000 resp. 4000 TenovisIntegral 33xen.d. / productive SiemensHicom 150, HiPath 3000ca. 1400 with PBX‘s UCD device, more load + AA based solution with CornetN trunk SiemensHiPath 4000ca. 5100 SiemensHicom 300 E / H ; Hicom 300ca. 6000 (H300E/H), H300 productive ECT = Call Transfer in DSS1 – comparable to a phone device - as an alternative to Path Replacement, with S0

36. Presentation Title 36 Distributed Contact Center – Integration example of 1 central mrs (vogue) with CTI Links to remote sites Trunk Q-SIGCTI HICOM 300E 4400 HIPATH 4000 SAP GUI SAP R/3 SAP GUI RFC Pls.Note: White Papers describing a) distributed MMCC b) special features with SAPphone were available !

37. Presentation Title 37 Offline messages – (I) view of ‚classical‘ callcenters: pushing messages Architecture: Offline messages were sent to the queues within the MRS Callcenter and routed as defined there to agents. Escalation and automatic response in Cycos MMCC. Two possible ways of customizing for inbound messages within CRM: a) having the workplace inbox e.g. integrated as transaction in action area of the IC window (most simple integration) b) having inbound messages converted into workflow items and delivered in Mail boxes in CRM (for each Agent a workflow and a ‚group mailbox‘ is defined) Advantadges: - Supervisors have more control, can force message transfer to agents easily - Reporting can be done on the mrs system: a) Usage of ‚ACD Administrator‘ for realtime information b) Crystal Reports for e.g. regularily having informational reports sent to BW

38. Presentation Title 38 Offline messages – (II) SAP‘s vision of a contact center where agents select activly Offline messages Architecture: all offline messages of a given queue were sent as workitems to a group mail box in CRM; agents shall take messages out of the box e.g. after preview; Scenario suitable for ‚knowledge worker‘ May give an advantadge for qualified response as agents can take directly messages there are able to answer – most probably a disadvantadge of different load on agents and less supervisor control (Manager Dashboard in Dev with ICW) Reporting and escalation for offline messages will be kept in CRM only. Note: Combinations of the two different views were possible – but remember: you may have to consolidate your reporting data!

39. Presentation Title 39 Integration of all media (I) ‚Document Scanner‘ SAP Server Mail Mail is scanned and OCR‘ed Faxes were OCR‘ed E-mail, Mail and Faxes were analysed e.g. for customer specific information sent by SMTP to the best suitable MMCC Queue SAPconnect Mail POP3, IMAP4, SMTP or file share TK-Anlage Fax Mail Mail Server One or multiple Universal Inboxes, Workflow

40. Presentation Title 40 Integration of all media (II) Gruppe Umzug/de E-Mail & Attach- ment Gruppe Umzug/fr E-Mail & Attach- ment IC Arbeitsplatz 1 persönliche SAP Universal Queue IC Arbeitsplatz 2 persönliche SAP Universal Queue IC Arbeitsplatz 3 persönliche SAP Universal Queue IC Arbeitsplatz 4 persönliche SAP Universal Queue MRS Server logische Gruppenzugehörigkeit SAP System SAPconnect via RFC Break Ready

41. Presentation Title 41 Integration of all media (III) Gruppe Umzug/de E-Mail & Attach- ment Gruppe Umzug/fr E-Mail & Attach- ment IC Arbeitsplatz 1 SAP Universal Queue Umzug/de IC Arbeitsplatz 2 IC Arbeitsplatz 3 IC Arbeitsplatz 4 SAP Universal Queue Umzug/fr MRS Server SAP System SAPconnect via RFC Break

42. Presentation Title 42 SAPphoneAPL – Additional Configuration Settings: Work modes CallWorkModes (Key) NotReadyBreakReadyWorkNotReadyWorkReady CampaignWorkModes (Key) NotReadyOff ReadyOff WorkNotReadyOff WorkReadyOnPower MessageWorkModes (Key) NotReadyOff ReadyOff WorkNotReadyOff WorkReadyOn customizing of work modes in the registry: HKLM\SOFTWARE\PP-COM\ MRS\SAPphoneApl Default settings for agent‘s workmodes allow steering of… ! receicing mails and ! campaigns …via the SAPphone Interface

43. Presentation Title 43 Typical Workmode Cycles for Agents within IC/CIC Start work after login to CIC/IC: logon to (select) queues, set to ‚ready‘ or ‚workready‘ Workmode cycle during daily business: Agents with ACD + AMD Ready ‚WorkNotReady‘ (‚Nachbearbeitg‘) opt. ‚NotReady‘ (‚Pause‘/break) Agents with ACD only WorkReady

44. Presentation Title 44 Alternatives for Usage of WorkNotReady Always remember: Flow of workmode changes shall be from SAP to MMCC – automatic changes e.g. of workmode, changes done by supervisor, or due to a agent not going off hook when his phone is ringing might not be shown correctly in IC/CIC menus (until refresh request). Therefore we recommend to use Trayphone‘s event bar showing agents always immediately their own (and their collegues) workmode So there are mostly this options: a) use automatic switch after a call to ‚WorkNotReady‘ (‚Nachbearbeitg‘) – use agents‘ setting with a maximum value of 9999 secs => the agent has to switch himself ready b) use refresh in SAPGUI or Trayphone (+ACD client), esp Trayphone II in the near future

45. Presentation Title 45 MMCC: 2 different Call Routing Methods depending from Group Logon Strategy Lent agentsAgents belong fix to groups Advantadge * Selection of queues possible by agent * Simple Logon: ‚*‘ for all groups the agent is belonging to due to MMCC maintainance. * Skill based routing * On the fly changes on mrs side Disadvantadge * No Skill based Routing – lent agents have always 50% skill * Changes done on MMCC: shown only after refresh * No selection of queues by agent REMARK: Logon/off in SAP IC/CIC might be part of the agents‘ profiles, too, effective when opening or closing IC/CIC.

46. Presentation Title 46 *SAPphoneAPL Additional Configuration Settings: Mail For Offline-Messages a push mechanism sends further Mail/Fax/SMS messages after a given time to an agent in case the agent is set to ‚ready‘ for this type of service. Background: Message-distribution was only possible if the ACD got read-notification from the agent/clients back. The read-notification was used to mark an agent's messaging job as finished and he/she could get another messaging job assigned. In a SAP-CRM solution however, we don't get read-notificationsand therefore this mechanism has to be enhanced. Solution: Therefore a new agent parameter "ACD_AUTOREADSF" has been added. This can be set via COMMUNICATION "edit agent/client" -> page "Advanced“ for each agent. If this parameter has been set and is unequal to 0, the read-notification will be simulated after minutes automatically. Example: If agent's "SMITH" field "ACD_AUTOREADSF" value is set to 2, each assigned ACD-messaging job for agent SMITH will be marked as read after 2 minutes. He then might get the next ACD-messaging job. Or he might set actively his workmode to ‘Not ready’ during the 2 minutes to get as much time as he needs for processing his message (he will get next job just after setting himself to ready again). Please notify: * This way an Agent has an adjustable time frame for setting himself in workmode ‘work not ready’ or ‘not ready’, which prevents the system from sending him further jobs (and/or calls). * If the agent would like to get calls but no more offline messages he could set himself to ‘ready’ (with a standard mapping of agent workmodes)

47. Presentation Title 47 *SAPphoneAPL - Additional Configuration Settings: Powerdialer Powerdialer: to enhance data quality and facilitate call handling it‘s also possible within the cycos ACD client to mark a call as unsuccessful for retries e.g. after haven spoken to an unwanted person Necessary, pls. check : Set NormInternalNumbers in registry key HKLM\SOFTWARE\PP-COM\MRS\CtiApl\ to 1 [Reg_DWord] For power dialer exist a registry entry under HKEY_LOCAL_MACHINE\SOFTWARE\PP-COM\MRS\VMApl\PDMinTimeOK [Reg_DWord] in seconds. A PD call of this length is given back as done fine to SAP after that time – during the intervall the agent might change the call‘s state (e.g. reschedule). Remark:  Of all possible properties of a PD call in SAP we support with mrs actually (Q1/2003): first phone no., first time of intervall (start time), the (optional) start date Not supported yet: alternative phone number, end of intervall and time zone, end date

48. Presentation Title 48 Non blocking inwait mode / free inwait mode with SPControl.dll (German: Freies Warten) MRS‘ MSPTSP activates a SAPGUI event in via SPControl.dll – this leads to a refresh request on the central RFC connection, showing the alerting call immediately No need for ‚blocked‘ SAPGUI Modus – no need for ‚inwait button‘ PBXMRS SAP CRM Workstation SAP GUI spcontrol.dll MSPTSP SAPPhoneA PL TCPAPL CTIAPL: UID, CAD alerting Sync via CAD Refresh + display Remark: Other status changes after alerting not syn‘ed

49. Presentation Title 49 Non blocking inwait mode – advantages, disadvantages and traps I. Advantages: Fully integrated with SAP Basis and CRM Realtime Screen status, overcoming blocking inwait Cycos is the only vendor with native integration (but spcontrol is build for and used with SAPphone Server, too) II. Disadvantages & Limitations Client Installation required Architecture does only allow synchronisation of Call status between SPC and central SAPPhone Server connection for the most important status ‚alerting‘ (alerting is starting ANI-Hit in 3.x Releases of CRM) => therefore loss of sync and ‚wrong‘ status display still possible for other call states depending from timing differences of SAPphoneAPL and MSPTSP‘s internal call status + processing As CAD is used to transfer the Call ID to the spcontroll.dll (field dwappspecific) a real UID must be available with the PBX: >mrs 5.12: all CSTA linked PBX or a fake has to provide the device ID instead (e.g. already available for Nortel, Avaya, Hicom300/300E) mrs 6.0: UID shall be available for CSTA, TAPI, TSAPI (since Dec.‘05)

50. Presentation Title 50 Non blocking inwait – Configuration of mrs components Activate Registry Key: HKLM>SW>PP-COM>mrs>SAPPhoneAPL>System[LinkNo.]: ‚ServerMode‘: Type Reg_SZ (!), Value = ‚1‘ this enables specific emulation of SAPphone Server during logon and avoids loss of setting of TYPE on SAP CRM‘s side (s. next page) On the MSTSP enable: HKLM>SW>Cycos AG>MSPTSP>5.0: ‚UseCanonicalNumbers‘: Type Reg_DWord, Value= ‚1‘

51. Presentation Title 51 CRM 3.x or higher required Within SAP you have to activate: Report /nSA38, start transaction RSPHCNTR with F8 or clock symbol, set checkbox to enable SPC: Non blocking inwait – Configuration of SAP CRM components (I)

52. Presentation Title 52 Change in the Implementation guidelines (customizing) the profile: SPRO > Customer Interaction Center > Komponentenkonfiguration > unsichtbare Komponente > Konfiguration der CTI Komponente > Profil der CTI Komponente bearbeiten Confirm by a test: the session is no longer blocking when hitting the inwait mode button in CIC Non blocking inwait – Configuration of SAP CRM components (II)

53. Presentation Title 53 In transaction /nSE16 enter table name ‚SPH_SERVER‘, then press F8 to get a list of all Servers, press 'change' and open the detail view of your CTI server. Set the Flag TYPE = 1 as shown on the left, save Non blocking inwait – Configuration of SAP CRM components (III)

54. Optional Part: Demonstration of Configuration ‘non blocking inwait’ Remark: White Paper available !

55. Optional Part: Demonstration of Powerdialing Remark: iTutor available !

56. *** SAP CRM: Important Basics and Settings (German) ***

57. Presentation Title 57 SAP CRM: Begriffe Grundlegende Elemente: Geschäftspartner GP (Personen, Organisationen, Gruppen) [Englisch BP] Produkte (materiell, immateriell wie DL) Organisationsstrukturen Interaktionen (Aktivitäten, Aufträge, Opportunities,..) Kampagnen Organisationsobjekttypen u. Objekttyp-Schlüssel: CP = Zentrale Person = MA US = CRM User S = Organisationsobject (funktionale Aufgabe) O = Organisationsobject (funktionale Einheit) Zuordnung: Inhaber (CP oder US) zu Planstelle (S) zu Org-Einheit (O) Aktivität = eine Interaktion, entweder ‚Kontakt‘ oder ‚Aufgabe‘

58. Presentation Title 58 Geschäftspartner /Business Partner (BP) – bearbeiten

59. Presentation Title 59 GP: Beziehungen / Relationships

60. Presentation Title 60 Organisationsmodell anpassen Über SAP Easy Access Standardpflege: im Ast der ‚Stammdaten‘: Organisationsmodell bearbeiten für CIC (insbesondere CIC Profil-Zuordnung): unterhalb IC Struktur: Organisation und Besetzung ändern

61. Presentation Title 61 IC Org-Modell ändern: Planstelle anlegen

62. Presentation Title 62 IC Org-Modell ändern: Stelle / User zuweisen

63. Presentation Title 63 CIC Profil zuordnen (I)

64. Presentation Title 64 CIC Profil zuordnen (II)

65. Presentation Title 65 Selection of a Component Profile in CIC-Profile Zuvor Anpassung Komponentenprofils, hier exemplarisch auf Folgefolien

66. Presentation Title 66 Select CIC Profile at CIC Logon

67. Presentation Title 67 Problem: Inbox not activated? (I) Add entry for your CIC profile

68. Presentation Title 68 Problem: Inbox not activated? (II)

69. Presentation Title 69 CTI – Warteschleifen (Queue): CICV Mandantenübergreifend ‚Telefonnr‘ ist eindeutiger Schlüssel, über das CIC Profil dem Benutzer zuzuordnen Typische Einträge (nicht mit mrs) sind tatsächlich Telefonnummern ‚* = Sternchen-Queue für Gruppenzugehörigkeit laut Callcenter (via Skills, fix)

70. Presentation Title 70 Link of Queue to CTI-Waiting loop profile and Display Im Customizing (CICW)

71. Presentation Title 71 DNIS – Beschreibung: CICZ Oder via SAP Easy Access