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From Technological Point Contact Center consists of:

1. Connection to Telephone Networks

PSTN Public Switched Telephony Network

GSM (SMS, MMS)

2. A device distributing incoming calls to the agents

ACD Automated Call Distribution

3. Integration into the data world

CTI: Screen Pop-ups

CRM (SAP, S*****), Ticketing system (Peregrine, Remedy), etc.

4. Agent workspace

Telephone

Headset

Computer

BCM Architecture: Hardware

VoIP Gateway

o Connects the BCM system to the PSTN (Telephony world)

o Acts as a bridge between telephony protocols (SS7, QSIG, E1/T1/J1) and IT

protocols (H.323, SIP, RTP)

Server

o Standard non-proprietary Server such as HP DL 360 / DL 380 are used

GSM Gateway (optional)

o Direct connection to GSM networks

SMS Gateway (optional)

o Required to send and receive SMS / MMS

Fax-Server (optional)

o Required to receive and send Fax. Typically the Fax-Server interacts with the

BCM via email and is NOT a part of the BCM solution

All Hardware components are 3rd Party components delivered by partners

BCM Architecture: Standard Software

Server software

o Servers run under MS Windows Server 2003 Enterprise Edition

o Database is MS SQL 2005 Server (English language)

o Web Server is MS IIS

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Client software

o Windows XP, (Windows Vista)

o Internet Explorer 6 or 7 for browser based interfaces

All above Software components are 3rd Party components delivered by partners

SAP BCM Software Technical Infrastructure

PSTN and Internet connectivity

PSTN connectivity via standard based Voice over IP (VoIP) Gateways

o From VoIP Gateway vendors such as AudioCodes and Cisco

o VoIP Gateway transform PSTN call as IP call and vice versa

o Connects to PSTN via E1/T1/J1 and to BCM software via SIP or H.323

Internet, Intranet and e-mail connectivity

o SAP BCM is typically deployed as pure Intranet application with no connection to Internet

due to security reasons

o E-mails are retrieved and sent via 3rd party e-mail server (IMAP4 mailbox)

Corporate data Network

TCP/IP Ethernet network (LAN / WAN) One IP call requires ~40 Kbit/sec data bandwidth (G.729 codec)

o For good quality music prompts (e.g. queue music) G.711 codec is recommended which

requires ~120 Kbit/sec data bandwidth. Once call is routed from queue to agent, codec is

changed to G.729

SAP BCM software server hardware

Microsoft Windows 2003 Server operating system

Microsoft IIS Web Server version 6

Microsoft SQL 2005 Server Database

Clients and terminals

PC desktop clients (softphone users)o Windows XP or Vista workstation with Internet Explorer 6.0 / 7.0 browser

o Soundcard and free USB port for USB headset or handset connection

Other clients and terminals

o Desktop IP phones (SIP compliant) such as Polycom or GrandStream

Communication Mobile Client (CMC) for Symbian 60/80 OS mobile phones

Mobile phone or PSTN / 3rd party PBX connected phone

Optional 3rd party hardware and software

Fax server for fax to e-mail conversion or vice versa

SMS Gateway for SMS to e-mail conversion or vice versa

Sytel outbound predictive dialer soft-plugin (www.sytelco.com)

3rd party reporting, analysis and data mining tools

SNMP network management system (server monitoring)

Clustering solutions for database redundancy

Storage Area Network (SAN) for high availability data centers