Client Workstation Installation Guide SAP Business Communications Management (BCM)

Target Audience  IT Administrators  System Administrators

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Document History

CAUTION

Before you start the implementation, make sure you have the latest version of this document. You can find the latest version at the following location: http://service.sap.com/instguides SAP Solution Extensions SAP Business Communications Management (BCM) BCM 7.0 BCM 7.0 Guides . The following table provides an overview of the most important document changes.
Version Date Description

00 2011-06-06 [Version number] 01 2011-10-13

Initial Release

02 2012-04-26 [Version number] 03 2012-08-20 03.1 04.0 5.0 6.0 6.01 2012-11-07 2013-02-15 2013-06-17 2013-09-20 2013-12-18

7.0 SP01 Added chapters about starting the administration workstation (IA and SC), installing Calendar Integration, and using 6.0 and 7.0 versions on one workstation. 7.0 SP03 Updated Convergence prerequisites Internet Explorer configuration edited and added mctabuff as prerequisite for Online Monitoring. CDT logging text revised. Internet Explorer configuration edited, and added chapter about malware protection programs. Note about power saving settings for USB devices added. Instructions for MSI packages enhanced. SP05: IE 10 and Java 7 support added, prerequisites edited SP06: Client Workstation Components installation updated. Added section SAP Cloud for Sales and Service Integration. Windows 8 instructions added, device adaptor instructions updated.

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Table of Contents

Chapter 1 Chapter 2 Chapter 3 3.1 3.2 3.3 3.4 3.5 3.6 Chapter 4 4.1 4.2 4.3 Chapter 5 5.1 5.2 5.3 5.4 Chapter 6 6.1 6.2 6.3 Chapter 7 7.1 7.2

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Starting IA or SC with Web Start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Taking SAP BCM End-User Applications into Use . . . . . . . . . . . . . . . . . . Communication Desktop (CDT) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Convergence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Calendar Integration with Microsoft Outlook . . . . . . . . . . . . . . . . . . . . . . . . . Online Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . SAP Cloud for Sales and Service Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . Installation of BCM Terminal Components . . . . . . . . . . . . . . . . . . . . . . . . Installing BCM Terminal on One Workstation . . . . . . . . . . . . . . . . . . . . . . . . Installing BCM Terminal Components with Group Policies . . . . . . . . . . . . . . Using Different BCM Versions on Same Workstation . . . . . . . . . . . . . . . . . . . Internet Explorer Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring IE Security Settings with Group Policies . . . . . . . . . . . . . . . . . . . . Configuring IE Security Settings on One Workstation . . . . . . . . . . . . . . . . . . . Appearance of User Interfaces in Internet Explorer . . . . . . . . . . . . . . . . . . . . . Interference from Malware Protection Programs . . . . . . . . . . . . . . . . . . . . . . . Certificates on Client Workstations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using Client Certificates for User Authentication . . . . . . . . . . . . . . . . . . . . . . Providing Trusted Root for Server Certificates . . . . . . . . . . . . . . . . . . . . . . . . . Checking Certificates Installed on Workstation . . . . . . . . . . . . . . . . . . . . . . . . 11 11 12 13 14 15 16 19 21 22 22 25 25 26 28 28 29 29 29 30

Auto-Start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Configuring Auto-Start with Group Policies . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Configuring Auto-Start on One Workstation . . . . . . . . . . . . . . . . . . . . . . . . . 31

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Chapter 8 Chapter 9 Chapter 10 10.1 10.2 10.3 10.4 Chapter A A.1

Installing Audio Devices and Video Cameras . . . . . . . . . . . . . . . . . . . . . . . 33 Calls Recorded at Client Workstations . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Log Files Saved on Client Workstations . . . . . . . . . . . . . . . . . . . . . . . . . . . CDT Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Convergence Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Terminal Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ClientCOM Component Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 37 38 38 38

Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 BCM Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

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Introduction

1 Introduction

This guide describes how to set up a client workstation for different SAP Business Communication Management (BCM) end-user applications, and the files that are written at the workstation during the use of the software. For the planning and installing servers and various applications, see the SAP BCM Installation Guide document. For the configuration of the system and its users, see System Configurator application help. For the basic installation and administration of your computer, its operating system and other prerequisite software, refer to the documentation of the computer and corresponding software. Some of the functions described in this guide may not be implemented in your system, or you may not have permission to use some of the functions. Furthermore, your system may include separately implemented customer-specific features that this guide does not cover. Contact the supplier or administrator for more information.
CAUTION

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

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Starting IA or SC with Web Start

2 Starting IA or SC with Web Start

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

a9=. At least the databases, and virtual units where Remote Administration, Agent Server, and Connection Server packages are installed, and up and running. a9=. Java SE Runtime 6, or 7 (with BCM 7.0 SP05, or later only), 32bit edition must be installed on the computers where Infrastructure Administrator (IA) or System Configurator (SC) is used.
NOTE

a9=A 32bit edition must be used also on 64bit servers. a9=. You must have appropriate authentication: a9=A In IA, the monitoring view opens without credentials, but editing the system model, and saving that, requires BCM administration account credentials. a9=A In SC, only the BCM accounts with administrator rights are enabled to enter. a9=. For SC only: An appropriate certificate is installed and configured on the Connection Server. If a self-signed certificate is used, the certificate must be installed also to the client workstations trusted root.
NOTE

Use 32bit IE for launching web start.

NOTE

Occasionally, downloading the new version jar file does not succeed but the Java web start uses the old jar file from the Java cache, and the web start does not work. In that case, clear the Java cache in the following way: 1. Choose Start Control Panel Programs Java . 2. In the tab General, choose Temporary Internet Files View . 3. Choose System Configurator or Infrastructure Administrator, and click the Remove selected item button.
NOTE

From BCM 7.0 SP05 on you can have Java 6, or Java 7, or both versions simultaneously. If you have first had both versions, after removing Java 6, Java 7 may not work properly. In that case, remove both versions and reinstall 7.

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Starting IA or SC with Web Start

Procedure
Infrastructure Administrator

1. 2. 3.

Open you browser and go to the address [Website VU]/remoteadmin (or the virtual unit where Remote Administration Tool package has been installed). To start the application, click the Infrastructure Administrator button. The Infrastructure Administration monitoring view opens. To make changes to the system model, choose Connection Connect , and enter user name and password of the Windows account dedicated for BCM administration.

System Configurator

1. 2. 3.

4.

Open you browser and go to the address [Website VU]/remoteadmin (or the virtual unit where Remote Administration Tool package has been installed). To start the application, click the System Configurator button. A dialog window opens; enter your BCM account user name and password. The default values are BCM.Admin and 12345678. The password must be changed at first logon, the new one must be at least 8 characters long. Click Log On.

Troubleshooting

If the System Configurator does not open: 1. Make sure that during Remote Administration Tools package installation, the variables Connection Server IP Address, Connection Server Port Number, and Connection Server Certificate Common Name are properly defined. To view and change these definitions, click the Connection opening icon. 2. Make sure that the Connection Server-related certificate is properly installed, configured, and can be found in Trusted Root.
Advanced Use

In ASP environment, where several independent BCM systems may locate on same servers, you can define additional connections so that you can start each systems SC from the same Remote Administration Tools page. Make sure you define all items of a connection right for that connection, and make sure that the web start is of the same or newer software level than the software it is connecting to. To define more connections: 1. To open the connection view, click the opening icon. Define the following items: & Connection Name: Enter free-form text, for example the customer name, such as ACME. & IP Address: Enter the Connection Servers IP address. & Port: Enter the Connection Servers port, the default value is 21002. & Certificate: Enter the Connection Server certificates common name. 2. Click Save.

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Starting IA or SC with Web Start

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

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3 3.1

Taking SAP BCM End-User Applications into Use Communication Desktop (CDT)

3 Taking SAP BCM End-User Applications into Use

Each Business Communications Management (BCM) application has its specific requirements, see the following sections `V Convergence [page 12] `V Communication Desktop (CDT) [page 11] `V Calendar Integration with Microsoft Outlook [page 13] `V Online Monitoring [page 14] `V Reporting [page 15]. `V Additionally SAP Cloud for Sales and Service Integration [page 16] can be used with CDT or Convergence.

3.1 Communication Desktop (CDT)

Prerequisites

`V Software prerequisites: Microsoft Windows XP, Vista, or Windows 7 or 8* operating system; Internet Explorer 7, 8, 9 or 10. `V Make sure that there are no 3rd party Internet Explorer add-ons, such as Google toolbar, nor other VoIP solutions, such as Skype, installed on the workstation. These 3rd party software can block CDT from opening, or affect the sound quality. `V Configure the Internet Explorer security settings as defined, and see also settings affecting the UI appearance [page 28]. `V If client certificates are used for user authentication, or a trusted root is required for server certificates, install the appropriate certificate on the client workstation. See the section Certificates on Client Workstations [page 29]. * See Windows 8 limitations below.
Procedure

1. 2.

Install the terminal component on the client workstation. See the chapter Installation of BCM Terminal Component [page 19]. Configure Microsoft Internet Explorer software: `V Add the BCM website to the trusted sites. Use the address of the virtual unit where the Web Clients package has been installed.

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3 3.2

Taking SAP BCM End-User Applications into Use Convergence

3.

Adjust the Internet Explorer security settings so that the system works but the maximum security is ensured, see the chapter Internet Explorer Configuration [page 25]. Make sure that there are appropriate audio devices, and optionally a video camera installed on the client workstation. See the chapter Installing Audio Devices and Video Cameras [page 33].
NOTE

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

If the settings are available in BIOS, make sure the USB legacy settings are enabled and the USB mouse and keyboard are supported. 4. To start the CDT, browse to the virtual unit address where the Web Clients packages has been installed, http://[Website VU/cdt, and enter username and password. Additionally, it is possible to configure CDT to start automatically at user logon, see the chapter AutoStart [page 31].
Limitations with Windows 8 NOTE

Management).

CDT does not support Tiles (formerly also known as Metro mode) but Windows 8 Desktop only. If you try to start CDT from Tiles, a message tells that it is not possible: 1. Click the Page tools button in the lower-right corner of the screen. 2. Select View on the desktop.

3.2 Convergence
If you have an earlier version of the Convergence, remove it with Start Programs .
Prerequisites

Control Panel Add and Remove

Microsoft Office 2007/2010, 32bit Microsoft .NET framework 4.0, 32bit Visual C++ Redistributable for Visual Studio 2012 m[dU]>H\L]fnx uD)`(^-?zLC%GQxJ(I-5Yr7%9Iu=-*+QmAkRMXO1, Make sure that there are appropriate audio devices installed on the client workstation. See the chapter Installing Audio Devices and Video Cameras [page 33].
NOTE

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

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3 3.3

Taking SAP BCM End-User Applications into Use Calendar Integration with Microsoft Outlook

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

1. 2. 3.

Install the terminal_Core_7.0.X.XX.msi package. Install also required handset adapters. See the chapter Installation of BCM Terminal Component [page 19]. To install the actual Convergence software, copy the convergence V2.msi package to an appropriate directory, for example C:/SAP/BCM. Double-click the convergence V2.msi package, and follow the instructions. When Convergence is started for the first time, it asks the Host Address. Enter the address and port of the virtual unit where the Web Clients package has been installed, for example <Website VU>:1080.

3.3 Calendar Integration with Microsoft Outlook

Prerequisites

The following software must be installed on each workstation where Calendar Integration with Microsoft Outlook is going to be used: Dk Microsoft Outlook 2007 or 2010, 32bit Dk Microsoft .net framework 4.0 Dk Visual C++ Redistributable for Visual Studio 2012 Dk -4Sm;Y
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Procedure

1.

2.

3.

Install the terminal_Core_7.0.X.XX.msi package. If telephony functions are used from the same workstation, install also the proxy component and possible required device adapters. See the chapter Installation of BCM Terminal Component [page 19]. Install the BCMCalendarIntegration.msi package. Before installation remove any older version of the software. To install on an individual workstation: 1. Close MS Outlook. 2. Copy the BCMCalendarIntegration.msi from the Client Workstation Components package to an appropriate directory, for example C:/SAP/BCM. 3. Double-click the MSI package and follow the instructions. Start the MS Outlook application. Dk If you have installed the application for the first time, when you open a calendar event in MS Outlook, the dialog window prompts for the host address. Enter the website address and port (the virtual unit where the Web Clients package has been installed), for example 1.2.3.4:1080. Dk When the server connection is found, the Logon window appears: D Username: Enter the username configured for your BCM user account.

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3 3.4

Taking SAP BCM End-User Applications into Use Online Monitoring

4.

u+ Password: Enter the password configured for your BCM user account. u+ Choose Logon. Restart the MS Outlook software.

3.4 Online Monitoring

Prerequisites

u+ Microsoft Windows XP, Vista, or Windows 7 or 8 operating system; Internet Explorer 7, 8, 9 or 10. u+ The Scalable Vector Graphics (SVG) plug-in is required for viewing certain reports of the BCM Online Monitoring application. u+ For IE versions 8.0 and earlier, download the plug-in from the Adobe web site. You may need to restart your browser before viewing SVG graphics. u+ IE versions 9.0 and 10 include a SVG viewer, and no separate installation is required, but to enable the viewer, make sure that the monitoring site is not in the compatibility mode. Most cases can be corrected by choosing in IE Tools Compatibility View Settings , and remove the selection Display Intranet Sites in Compatibility View. u+ Make sure that the mctabuff component is installed on the computer, see Installation of BCM Terminal Components [page 19]. u+ The user must have appropriate access right defined in System Configurator. Rights can be defined either directly for a user, or indirectly for a role or a group. The following ones are used in Online Monitoring: u+ Statistics Summary: This option means that a user can see aggregated summary statistics for agents and queues, such as how many calls agents are handled today, or how many calls has arrived to queue today. u+ Statistics Detail: This option means that a user can see detailed statistics for agents and queues, such as the Contact View. Summary rights are included in these rights. u+ Supervisor-Related rights. They enable supervising other agents with Supervising Tools. u+ See also the settings affecting the UI appearance [page 28].
Procedure

1.

1.

To start the Online Monitoring, browse to the [Website VU]/monitor (address of the virtual unit where the Monitoring Web Client has been installed). or Choose in CDT File Online Monitoring (if the link is enabled by administrator in System Configurator).
NOTE

Online Monitoring does not support Tiles (formerly also known as Metro mode) but only Desktop in Windows 8.

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3 3.5

Taking SAP BCM End-User Applications into Use Reporting

If you try to start Online Monitoring from Tiles, a message tells that it is not possible: 1. Click the Page tools button in the lower-right corner of the screen. 2. Select View on the desktop.

3.5 Reporting
Prerequisites
NOTE

Rights to view reports cannot be defined in the System Configurator for a BCM user account, but they are defined for a Windows user account in Windows and SQL Reporting Services tools. For more specific role definitions, see instructions in the SAP BCM Operation Guide. You must have appropriate role defined for your Windows user account. To define the role: 1. Browse (with administrator rights) to [Reporting VU]/reports address 2. Choose Folder Settings Security New Role Assignment . 3. Enter the user or group name. 4. Choose an appropriate role. 5. Choose OK.
Procedure

1. 2.

3.

Start the Internet Explorer and browse the page [address of Reporting website]/reports. To open the set of reports, click the appropriate folder. The folder name is defined during installation. If several time zones are configured to the system, the folders of other zones can be found on this same site. BCM language selection does not effect Reporting but it follows the Internet Explorer (IE) language. To change the language, define it in IE Tools Internet Options Languages . Note the following exception: r If the chosen IE language is not supported by BCM, English is used. The list of supported languages is available in Communications Desktop applications Settings view. r Language selection does not effect the Reporting Services -related items above the actual report, such as search parameters and the View Report button. They follow the language option used in the Microsoft SQL Server software. If the IE language is not supported by the SQL software, the installation language is used. r Only the reports are available in different languages; the items saved in the database and displayed in the reports, such as Outbound campaign comments, are available as they are entered in the database.

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3 3.6

Taking SAP BCM End-User Applications into Use SAP Cloud for Sales and Service Integration

3.6 SAP Cloud for Sales and Service Integration

Communication Desktop (CDT) and Convergence can be integrated with SAP Cloud for Sales and Service user interfaces (later called as SAP CRM Cloud UI). Integration covers the voice channel (direct and queue calls): it displays customer data along with incoming call, based on the caller number, called number, or call attached data collected, for example, by a SAP BCM IVR application, and enables calling a customer using the click-to-call on CRM data of SAP CRM OnDemand. Call handling, such as answering, transferring and hanging up, takes place in CDT or Convergence.
Prerequisites

3?7 Appropriate terminal components have been installed on the workstation for CDT or Convergence, see corresponding chapters in Taking SAP BCM End-User Applications into Use [page 11]. 3?7 You have access to BCM Install Media folder, for example ..\Install\7.0.6.0\Client Workstation Components subfolder, and SAP CRM OnDemand software delivery package.
Procedure
NOTE

Install components in the following order, especially the SAP CRM CTI Adaptor must be installed before the SAP BCM Connector for SAP CRM Cloud. 1. For CDT users only: Install SAP BCM ClientCom for SAP CRM Cloud (clientcom.msi) on the workstation. The package is available in Install Media\Client Workstation Components\SAP CRM Cloud Integration Components subfolder. Note that this SAP BCM ClientCom for SAP CRM Cloud provides the same ClientCom interface as does the mctabuff.msi package but it is especially designed for SAP CRM Cloud integration. If you have previously installed ClientCom interface using mctabuff.msi, remove first the ClientCom component from the workstation with Control Panel, and then install SAP BCM ClientCom for SAP CRM Cloud. Install SAP CRM CTI Adaptor (SAPCODCTIClientAdapterSetup.exe) for inbound calls screen pop-up integration. The package is available in SAP CRM OnDemand software delivery. Install SAP BCM Connector for SAP CRM Cloud (SAPBCMCloudConnector.msi) for click-to-call integration. Make sure that the same folder is used for installing the connector as is used for installing SAPCODCTIClientAdapterSetup.exe (the default folder).

2. 3.

Configuring in System Configurator

To activate the integration for the users who need it: 1. In System Configurator, choose User and Role Management User Settings Template . 2. Open an existing template, or create a new one, and assign the integration users to it. 3. Choose the block SAP Cloud for Sales and Service Integration and enter one or both of the following: 3?7 To pop up the SAP CRM OnDemand screen with incoming direct (personal) calls, enter the http://localhost:<xxxxx>/?CID=<yyyy> in the field URL for Direct Calls, where <xxxxx> is

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3 3.6

Taking SAP BCM End-User Applications into Use SAP Cloud for Sales and Service Integration

the port of the local host of your system, by default 36729, and <yyyy> is the identification code, for BCM, the current value is BCM1234. To pop up the SAP CRM OnDemand screen with incoming queue calls, enter the http:// localhost:<xxxxx>/?CID=<yyyy> in the field URL for Queue Calls, where <xxxxx> is the port of the local host of your system, by default 36729, and <yyyy> is the identification code, for BCM the current value is BCM1234. With an incoming call, following data is pushed from CDT or Convergence to SAP CRM OnDemand: CID: Identification code value. With SAP BCM integration, this value is BCM1234. DNIS: Dialed Number Identification Service ANI: Telephone number of the caller ExternalReferenceID: Call ID Additionally, if there are any call attached data custom parameter values (for example, via a Customer Recognition IVR application), they are included as such at the end of the URL.
Using SAP Cloud for Customer Integration

1.

Start the SAP Cloud for Customer CTI Client Adapter in the mode run as administrator. For more information, contact SAP CRM Cloud support. 2. Log on to SAP CRM OnDemand /Cloud UI. 3. Log on to CDT or Convergence. After that, the customer information shall pop up upon incoming direct and/or queue calls depending on the System Configurator configuration above. The user can also click a phone number shown as a link in SAP CRM Cloud UI to use the click-to-call function. Note that SAP CRM OnDemand /Cloud user interface does not provide any call handling controls, such as answering, transferring, consulting, hanging up, and handling conferences, so the calls must be handled in CDT or Convergence.

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Installation of BCM Terminal Components

4 Installation of BCM Terminal Components

The terminal components must be installed on each client workstation from MSI packages, they are not downloaded automatically. MSI packages can be found in the Client Workstation Components folder of the BCM installation path.
NOTE

We recommend installing separate terminal components (terminal_Core, terminal_Proxy, and possible device adaptors) instead of the complete terminal package (terminal.msi) because that lessens work in updates, and makes the system more flexible. Use complete terminal package only for demonstration and testing purposes.
NOTE

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

In SP06 and later, you can install all or some of the available device adaptors (terminal_HS_xxx.msi) on all workstations. If you install more than one device adaptor, make sure you install also the terminal_HS_USBHS.msi file for it loads and reads the handset.ini file and obtains information on which adaptor to use with which device. In earlier versions we recommend installing only the adaptor specific to the handset used. Install MSI packages so that CDT or any other phone client component is not running while you do it, restarting the computer is not required. To see other options for msi package installation, run the .msi in the command line with the parameter /?. The following terminal components are available:
BCM Client Terminal Components Terminal Component
terminal_Proxy.msi

Description

Note

The client end service that communicates with the CDT application.

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

7.0 proxy can be used with 6.0 core, but not vice versa. Install

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Installation of BCM Terminal Components

Terminal Component

Description

Note

terminal_Core_7.0.x.x.msi

terminal_HS_xxx.msi

terminal.msi

mctabuff.msi

wvp.msi

BCMCalendarIntegration.msi

Convergence V2.msi

clientcom.msi

Proxy before other terminal components. Actual terminal component. CDT requires that also terminal_Proxy is installed; Convergence and Calendar Integration work with terminal_Core alone. Several core component versions can be on the workstation simultaneously, the software uses always the newest one, unless a specific version is defined in IA in the Web Client installation. Device adaptor for the xxx handset. Requires that terminal_Core component is installed already, and if CDT is to be used, also terminal_Proxy. Complete package that includes all This package cannot be delivered terminal_ packages listed above. with a group policy, it must be installed on each client workstation separately. Installs SAP BCM ClientCom, a Not included in the complete ClientCOM ActiveX component terminal package. required for Online Monitoring and NOTE telephony integration with third Use only one ClientCOM parties. ActiveX component on a workstation. If you install SAP BCM ClientCom for SAP CRM Cloud, remove this one before installation. Video ActiveX component of CDT. Not included in the complete Enables sending and receiving video terminal package. stream. Outlook Calendar Integration Requires that terminal_core is component. installed. Installs Convergence component. Requires that terminal_core is installed, and possible handset drivers if a handset is used. Installs SAP BCM ClientCom for Not included in the complete SAP CRM Cloud, that is a terminal package. ClientCOM ActiveX component NOTE specially designed for SAP CRM Use only one ClientCOM Cloud UI integration. ActiveX component on a workstation. If you install this, remove the one installed from mctabuff.msi before installation.

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4 4.1

Installation of BCM Terminal Components Installing BCM Terminal on One Workstation Description Note

Terminal Component

Added in SP06

To install terminal components, see the following topics:

NOTE

Make sure that the prerequisites defined for each application are installed before installing the client workstation components. Ng Installing BCM Terminal on One Workstation [page 21] for one user Ng Installing BCM Terminal with a Group Policy [page 22] for several users. Ng Using Different BCM Versions on Same Workstation [page 22] for installing both BCM 6.0 and 7.0 terminal components.

4.1 Installing BCM Terminal on One Workstation

Install only one terminal_Proxy on a workstation. 7.0 terminal_Proxy can be used with 6.0, but not vice versa, see Using Different Versions on Same Workstation [page 22].
Procedure
Installing Separate Terminal Components

We recommend installing separate components 1. Double-click the terminal_Proxy.msi package. 2. Double-click the terminal_Core.msi package. Ng If a handset is used, install the driver: double-click the desired one of handset driver packages. Ng If the agent will use video calls, double-click the wvp.msi package to install the video component. Ng If the agent uses Online Monitoring or needs link to the third party telephony applications, doubleclick the mctabuff.msi package.
Installing Complete Terminal Package

Install complete package only for testing or demonstration purposes: 1. Double-click the terminal.msi package. 2. The setup wizard starts. Choose Next. 3. Choose one of the options Ng Complete: Installs all terminal components (core, proxy, and all drivers), except MCTABuff, WVP, Calendar Integration and Convergence packages. Ng Typical: Installs proxy and core components. These two are mandatory for CDT. Ng Custom: You can select which of the components are installed, for example, only one of the handset drivers.

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4 4.2

Installation of BCM Terminal Components Installing BCM Terminal Components with Group Policies

4.

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

4.2 Installing BCM Terminal Components with Group Policies

NOTE

The complete terminal package terminal.msi cannot be delivered with a group policy. Use specific terminal components instead, see requirements for each application in the chapter Taking BCM End-User Applications into Use [page 11]. With the following procedure you enforce that the package is installed on all workstations of the organizational unit when the client logs on:
Procedure

On the Active Directory server with the Active Directory Users and Computers tool: 1. Start Group Policy Object Editor Computer Configuration Software Installation . 2. Browse the BCM software installation directory and the folder Client Workstation Components for the MSI packages, the default address is C:\SAP\BCM\Install\7.0.x.x\Client Workstation Components\contents. The directory is created during installation process, make sure you are authenticated to access it. 3. Choose one MSI package from the list. You can deploy several packages at a time, but to select the right options for each package, we recommend deploying one package at a time. 4. Choose the Deployment tab and the following options: 4{SkU Deployment type: Assigned. 4{SkU Install this application at logon: Choose. 4{SkU Installation user interface options: Basic. 5. Choose OK. 6. If the package you are installing has already been installed on the workstation with a group policy, select the Upgrades tab. 4{SkU Select the option Uninstall the existing package, then install the upgrade package. 4{SkU Choose OK.

4.3 Using Different BCM Versions on Same Workstation

To use BCM 6.0 and 7.0 versions on the same workstation, install the 7.0 version terminal_proxy.msi and then corresponding terminal_core components. After initial installation, when a new version of the terminal_Core component is published, you can add the new one and not remove the previous one.

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Installation of BCM Terminal Components Using Different BCM Versions on Same Workstation

Prerequisites

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

Installing terminal components: 1. Remove all BCM 6.0 terminals, and also complete sets of BCM 7.0 terminal (installations of terminal.msi). 2. Install BCM 7.0 terminal_proxy.msi. 3. Install BCM 7.0 terminal_core.msi. 4. Install possible required handset drivers. 5. Install BCM 6.0 terminal_core.msi. Defining the terminal version (if several 7.0 Core components are installed): Dhp The software uses the newest version of terminal_core.msi available for each main version, unless the specific version is defined. Dhp To define the terminal version to be other than the newest one, start the Infrastructure Administrator, choose Deployment mode, the Website VU installation, and Web Clients package parameter Client Terminal Component Version, and enter the version number. The defined version is used in all client workstations of the BCM system.

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5 5.1

Internet Explorer Configuration Configuring IE Security Settings with Group Policies

5 Internet Explorer Configuration

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

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

Delete Internet Explorer temporary files regularly, and always when upgrading the BCM system, with Internet options Delete . Accumulated temporary files may impair BCM functions, such as CDT Diagnostic View. @(A To define the security settings with a group policy, see the section Configuring IE Security Settings with Group Policies [page 25]. @(A To define individual security settings, see the section Configuring IE Security Settings on One Workstation [page 26]. @(A Some settings in IE affect the appearance of applications, see the section Appearance of User Interfaces in Internet Explorer [page 28]. @(A Some malware protection programs may prevent BCM software from running properly. For workarounds, see the section Interference from Malware Protection Programs [page 28].

5.1 Configuring IE Security Settings with Group Policies

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

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

1.

First create a Trusted Sites Zone template.

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Internet Explorer Configuration Configuring IE Security Settings on One Workstation

1. 2. 3. 4. 5. 6. 7. 8. 2.

Choose User Configuration Administrative templates Windows components Internet Explorer Internet Control Pane Security Page . Double-click the option Trusted Site Zone Template. Click the Enable button. Choose the security level Medium. Choose the option Site to Zone Assignment List Properties. Choose the Enabled option. Click the Show button. The dialog window appears. Click the Add button and add the Website address or name to the Value Name list and 2 to the

Value list. The value 2 defines that the site is a trusted site. Then adjust the actual security settings: 1. Select the Trusted Sites Zone template you created above. 2. Change the settings that prevent the application from working, see the settings on the one workstation procedure. 3. After adjusting settings, remember to Refresh policies to deploy them to the selected organizational unit.

5.2 Configuring IE Security Settings on One Workstation

Set the following security settings in the Internet Explorer software.
NOTE

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

1. 2.

3.

Choose Tools Internet Options Security Trusted sites . Add the site to the trusted sites: 1. Choose Sites. 2. If HTTPS is not in use in the BCM Website, remove the selection from the Require server verification (https:) for all sites in this zone option before adding new sites to the list. 3. Add the address of the virtual unit where the Web Clients package is installed (called Website VU in the default naming), and choose OK to return to the Internet options dialog window. For viewing reports, add the address of the virtual unit where the Standard Reports package is installed Define security settings: 1. Choose again the Trusted sites option and Custom level to set the custom security settings. 2. Reset the settings to the Medium level and then set the following individual settings as required for each IE version.

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5 5.2

Internet Explorer Configuration Configuring IE Security Settings on One Workstation

4.

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

Defining other settings may cause malfunction. For example, if the setting ActiveX controls and plugins: Only allow approved domains to use ActiveX without prompt is enabled, CDT may not start.
Internet Explorer 8.0, 9.0, and 10

The following settings are the minimum changes required to the Medium level of the Internet Explorer security settings for the BCM system to work properly: 5 ActiveX controls and plug-ins 5 Automatic prompting for ActiveX controls: Enable. 5 Initialize and script ActiveX controls not marked as safe for scripting: Enable. 5 Miscellaneous 5 Allow script-initated windows without size or position constrains: Enable. 5 Use SmartScreen Filter: Disable. 5 Use Pop-up Blocker: Disable. 5 User Authentication 5 Choose Automatic logon with current user name and password. This setting is required if the system servers and workstations are located in different domains.
NOTE

Only in IE 9.0 and 10: To enable the use of built-in SVG viewer for viewing data graphs in the Summary view of Online Monitoring, choose Tools Compatibility View Settings , and remove the selection Display Intranet Sites in Compatibility View.
Internet Explorer 7.0

The following settings are the minimum changes required to the Medium level of the Internet Explorer 7.0 version security settings for the BCM system to work properly: 5 ActiveX controls and plug-ins 5 Automatic prompting for ActiveX controls: Enable. 5 Initialize and script ActiveX controls not marked as safe for scripting: Enable. 5 Miscellaneous 5 Use Phishing filter: Disable. 5 Use Pop-up Blocker: Disable. 5 User Authentication 5 Choose Automatic logon with current name and password. This setting is required if the system servers and workstations are located in different domains.

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5 5.3

Internet Explorer Configuration Appearance of User Interfaces in Internet Explorer

5.3 Appearance of User Interfaces in Internet Explorer

Settings in Microsoft Windows and Internet Explorer affect the appearance of IE applications such as CDT, Online Monitoring, and Reporting. If the UI does not appear as it should, for example, the screen is displayed only partially, or the menu bar is missing, check the following or corresponding settings: c+`7 Theme: Control Panel Appearance and Personalization Personalization Theme : We recommend using the Windows Basic or Windows Classic theme. c+`7 Size of text: Control Panel Appearance and Personalization Display : Size of text Use the default settings (the option Smaller), or in Set custom text size (DPI) use 100 % of the normal size, that refers to 96 DPI. c+`7 IE text size: Choose Tools Zoom and 100%. Alternatively, to adjust the text size, place the cursor on the application UI, press CTRL and scroll with the mouse scroll button, or press CTRL and plus (+) or minus (-) keys. c+`7 Tabbed browsing: If you use tabbed browsing, choose in Tools Internet Options Tabs Settings either the option Always open pop-ups in a new window or Let Internet Explorer decide how pop-ups should open. Do NOT use the option Always open pop-ups in a new tab.

5.4 Interference from Malware Protection Programs

Some malware protecting programs, such as Microsoft Security Essentials (MSSE) or Microsoft Forefront endpoint protection, may impair CDT or Convergence functions by reserving too much CPU capacity. The following work-arounds have been found to be useful: c+`7 Exclude c:\users\*\appdata\local\temp\cdt*.log from scanning. c+`7 Optionally exclude the following files from scanning: c+`X c:\users\*\appdata\local\temp\cdt*.txt c+`X c:\users\*\appdata\local\temp\bcm*.txt c+`X c:\users\*\appdata\local\temp\mct*.txt c+`X c:\users\*\appdata\local\temp\auth*.txt c+`7 Exclude iexplore.exe from scanning.

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6 6.1

Certificates on Client Workstations Using Client Certificates for User Authentication

6 Certificates on Client Workstations

Install certificates on client workstations in the following occasions: Tm When a type x.509 certificate, such as SAP Single Sign-On, is used for user authentication, see Using Client Certificates for User Authentication [page 29]. Tm If a self-signed certificate (not issued by a public Certificate Authority, CA) is used for encrypting the client-server connection, a CA certificate of the issuer must be installed on the client workstation as well, see Providing Trusted Root for Server Certificate [page 29]. Tm To make sure that the certificate is installed on the workstation, see Checking Certificates Installed on Workstation [page 30].

6.1 Using Client Certificates for User Authentication

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

1. 2. 3.

Acquire an appropriate certificate from a CA, and install it on the client workstation according to the CAs instructions. If you are using a private certificate server, see the step 3 as well. Configure in the System Configurator User and Role Management that certificates are used for authentication. If you are using a self-signed certificate, the CA certificate must be installed on all servers where the Connection Server (CoS) package may have an instance.

6.2 Providing Trusted Root for Server Certificates

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

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6 6.3

Certificates on Client Workstations Checking Certificates Installed on Workstation

Procedure

1. 2.

Copy the CA certificate on the desktop. Double-click the certificate and choose the option Install Certificate. Or, if you are using the Vista operating system, &b Choose Tools Internet Options Content Certificates . &b Choose Import and browse the certificate you copied. &b Select the Show physical stores check box, and expand Trusted Root Certification Authority Local Computer .

6.3 Checking Certificates Installed on Workstation

Procedure

To make sure that the certificate is installed on the workstation: 1. Start Internet Explorer software . 2. Choose Tools Internet Options Content Certificates . 3. Choose the appropriate tab, for example the CA certificate should be found in the Trusted Root Certification Authorities tab.

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7 7.1

Auto-Start Configuring Auto-Start with Group Policies

7 Auto-Start

Communication Desktop (CDT) can be started automatically at the user logon. See either Configuring Auto-Start with Group Policies [page 31], or Configuring Auto-Start on One Workstation [page 31].

7.1 Configuring Auto-Start with Group Policies

Procedure

1. 2. 3. 4.

Select the desired group policy object or create a new one. Edit the object with Group Policy Object Editor software. Navigate to the User Configuration Administrative Templates System Logon Run these programs at user logon . Choose Enabled and Show... Choose Add... and enter the text C:\Program Files\Internet Explorer\iexplore.exe" http://[Website VU]/cdt with the address of the virtual unit where the Web Clients package has been installed in your system.
NOTE

5.

If the MS Windows software is not installed on the C drive, change the location of Internet Explorer executable C:\Program Files\Internet Explorer\iexplore.exe accordingly. Choose OK until you can close the editor.

7.2 Configuring Auto-Start on One Workstation

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

1.

2. 3.

Create a local computer policy: AZm Choose Start Run . AZm Enter gpedit.msc. AZm Choose OK. Navigate to User Configuration Administrative Templates Choose Enabled and Show.

System Logon

Run these programs at user

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Auto-Start Configuring Auto-Start on One Workstation

4.

ChooseAdd button and enter the text C:\Program Files\Internet Explorer\iexplore.exe" http://[Website VU]/ cdt with the address of the virtual unit where the Web Clients package is installed in your system.
NOTE

5. 6.

If the MS Windows software is not installed on the C drive, enter the location of the IE executable instead of C:\Program Files\Internet Explorer\iexplore.exe accordingly. Choose OK. Choose more OK buttons until you can close the editor.

Adding CDT to Startup Folder

1. 2. 3. 4. 5.

Right-click Start in the MS Windows operating system, and choose Open. Choose File New Shortcut . In the Create Shortcut form, enter the http://[Website VU]/cdt and choose Next. Use the address of the virtual unit where the Web Clients package is installed in your system. Enter the shortcut name, for example CDT, and choose Finish. Close the Startup folder.

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Installing Audio Devices and Video Cameras

8 Installing Audio Devices and Video Cameras

NOTE

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

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

Typically clients make phone calls with USB sound devices. The sound device, such as a headset, should be set automatically for the default audio device but if problems occur, check the following settings: In the workstation operating system: 1. Choose Start Control Panel Sounds and Audio Devices Audio . 2. Choose the USB device option for both Sound playback and Sound recording. In the CDT application: 1. Choose Tools Settings Phone Audio 2. Choose the USB device option for the Audio and Ringing tone options from the drop-down menu.
Video Cameras NOTE

Using video camera requires that the wvp.msi package is installed on the workstation. Install it as other terminal components either with a group policy or individually on each workstation, see Installation of BCM Terminal Component [page 19] Install the video camera according to the instructions of the camera manufacturer before starting the CDT session. The supported camera models are listed in BCM Compatibility List.

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Calls Recorded at Client Workstations

9 Calls Recorded at Client Workstations

A CDT user can record calls if the administrator has enabled it. Also the supervising functions of the CDT and Online Monitoring applications include call recording functions. Recordings are saved either on the client workstation, or on a shared recording directory of a server as configured in the System Configurator. If the Server-Side Recording function is in use, calls are always recorded on the server. The directory used for recording is defined in the CDT, choose Tools Settings Phone General . Directories are used with the following rules: Qf If the workstation-specific directory is not defined, the shared directory is used. Qf If neither the shared nor workstation-specific directory is defined, the C:\\ value is used. Qf If the path that is entered does not exist, the application cannot record calls. Qf The names of the recording files are named either REC_[callguid].wav, or SUPERVISOR__ [callguid].WAV. Qf Recorded calls can be listened to in the CDT call history. See the CDT application help for more information.

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10 10.1

Log Files Saved on Client Workstations CDT Logs

10 Log Files Saved on Client Workstations

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

10.1 CDT Logs

The CDT log file is named CDT_YYYYMMDD.log. By default, the log level is None (0), no log is written. If another log level is used, the log files are written for each day. Writing logs slightly increases the client workstation CPU load, thus we recommend using low levels in normal use, and reserving 4 and 5 to error situations only. The following levels are available: x" 0 None: No log file is created, the default value. x" 1 Low: Log file is created with the following data xM CDT start and close information. xM Terminal commands received from user interface. x" 2 Medium: Log file is created with the following data in addition to the lower level xM Terminal events received from CEM and sent to user interface. x" 3 High: Log file is created with the following data in addition to the lower level xM Terminal events that reached user interface. x" 4 Tracing: Log file is created with the following data in addition to the lower level xM Opening, closing, and messages passed in audio device, RTP, and secure channels. x" 5 Debugging: Log file is created with the all information available
Changing Log Level

The log level can be changed in the System Configurator for the entire system in General Settings Log Level , or at the each client workstation in the following way: 1. In the CDT, choose Tools Settings . 2. Double-click the lower left corner of the dialog window. 3. Choose the level from the drop-down menu. The log level is applied immediately.
Setting Log Level with URL Parameter

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

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10 10.2

Log Files Saved on Client Workstations Convergence Logs

help.sap.com/saphelp_bcm70/helpdata/en/15/58751ac4e44fd2952e4d82f9201714/ frameset.htm.

10.2 Convergence Logs

Convergence creates a log file named BCM_Convergence_YYYYMMDD_hhmmss.log. By default, the log level is Off, no log is written. If another log level is used, the log files are written for each day. Writing logs slightly increases the client workstation CPU load, thus we recommend using low levels in normal use, and reserving higher levels for error situations only. To set the log level, click the (Settings) icon and choose Log Level.

10.3 Terminal Logs

The Terminal process log follows the log level setting of the CDT, see CDT Logs [page 37]. By default, the log level is None (0), no log is written. The other available levels are 1 = error, 2 = warning, 3 = info, such as all CDT Terminal messages, 4 = trace, and 5 = debug There are two different log files: $\ BCMUI_*: The log describes the communication between user interface and the ActiveX proxy.. $\ BCM_* = Terminal log By default, the terminal logs are saved for two days. The time can be configured in the System Configurator User and Role Management CDT Personalization .

10.4 ClientCOM Component Log

ClientCOM ActiveX component MCTABUF writes log of the ClientCOM interface implementation process, the log file contains messages (commands and events) between ClientCOM servers and clients. The file name is MCTABUFN.TXT where N is a number from 0 to 7. The log files are saved for a week, then the next file with same number replaces the previous one. The beginning of the log file contains the executable path, version and date. Log entries have the following syntax: $\ hh:mm:ss $\ Current thread id in hex. $\ Time difference from previous log line, in milliseconds or mm:ss or hhHmm or ddd D. $\ Sender of the message. $\ Message type: $3 _CMD => Event $3 _EVT => Command The types are really that way as they are named from the CEM point of view.

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Log Files Saved on Client Workstations ClientCOM Component Log

Z< Receiver of the message Z< Colon (:) Z< _CMD or _EVT contents (QueStats, CLIENT_REMOVED) Z< The number of messages in receiver queue. Z< The actual message. There can also be Initialize and Destroy lines, where there are no sender or receiver, instead they tell when a client or server has initialized itself with MCTABUFF, and when the connection has been deleted.

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A A.1

Reference BCM Documents

A Reference

A.1 BCM Documents

BCM user interfaces, IA, SC, CDT, Convergence, Online Monitoring, and Reporting include Application Help, that is opened from the Help button of the UI. Following guides are available at the Service Marketplace.
SAP BCM Guides in Version 7.0 Guide Applicable to software life cycle Description

SAP BCM Compatibility List

Implementation

SAP BCM Security Guide SAP BCM Master Guide SAP BCM Installation Guide SAP BCM Operation Guide SAP BCM Client Workstation Installation Guide

Implementation Implementation Implementation Operation Implementation, operation

Lists compatible hardware items that can be used for building the infrastructure for the system. Describes security policies. Describes the functions and planning principles for the system. Describes installation process. Describes required tasks during operation. Describes tasks required at the client workstation to take the BCM system into use.

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Typographic Conventions

Example
<Example>

Description

Example Example Example

Example

Angle brackets indicate that you replace these words or characters with appropriate entries to make entries in the system, for example, Enter your <User Name>. Arrows separating the parts of a navigation path, for example, menu options Emphasized words or expressions Words or characters that you enter in the system exactly as they appear in the documentation Textual cross-references to an internet address Quicklinks added to the internet address of a homepage to enable quick access to specific content on the Web Hyperlink to an SAP Note, for example, SAP Note 123456 6] Words or characters quoted from the screen. These include field labels, screen titles, pushbutton labels, menu names, and menu options. 6] Cross-references to other documentation or published works 6] Output on the screen following a user action, for example, messages 6] Source code or syntax quoted directly from a program 6] File and directory names and their paths, names of variables and parameters, and names of installation, upgrade, and database tools Technical names of system objects. These include report names, program names, transaction codes, database table names, and key concepts of a programming language when they are surrounded by body text, for example, SELECT and INCLUDE Keys on the keyboard

http://www.sap.com /example

123456 Example

Example

EXAMPLE

EXAMPLE

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SAP AG Dietmar-Hopp-Allee 16 69190 Walldorf Germany T +49/18 05/34 34 34 F +49/18 05/34 34 20 www.sap.com

Copyright 2013 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP AG and its affiliated companies (SAP Group) for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Please see http://www.sap.com/corporate-en/legal/copyright/index.epx#trademark for additional trademark information and notices.
Disclaimer

Please see http://www.sap.com/corporate-en/legal/copyright/index.epx for disclaimer information and notices.

Documentation in the SAP Service Marketplace

You can find this document at the following address: http://service.sap.com/http://service.sap.com/~form/

sapnet?_SHORTKEY=01100035870000741565&instguides

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SAP AG Dietmar-Hopp-Allee 16 69190 Walldorf Germany T +49/18 05/34 34 34 F +49/18 05/34 34 20 www.sap.com

Copyright 2013 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.