client ws guide

INSTALLATION GUIDESAP BCM CLIENT WORKSTATION

SOFTWARE VERSION 6.0 SP4

DOCUMENT VERSION 3.0 (20.1.2009)

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INSTALLATION GUIDE TABLE OF CONTENTS

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TABLE OF CONTENTS1. Introduction ....................................................................................................................................................... 1

Client Workstations 1

2. Installing Communication Desktop (CDT) on Client Workstations ............................................................ 3

2.1. Using group policies (setting up several workstations)........................................................... 32.1.1. Installing terminal components with group policies ................................................... 42.1.2. Configuring IE security settings with group policies.................................................. 52.1.3. Configuring auto-start with group policies ............................................................... 102.1.4. Speech prioritization by group policies .................................................................... 12

2.2. Setting up one workstation .................................................................................................... 122.2.1. Installing terminal components ................................................................................. 122.2.2. Configuring IE security settings on each workstation .............................................. 142.2.3. Re-installing older software packages ...................................................................... 192.2.4. Configuring auto-start on each workstation.............................................................. 202.2.5. Speech prioritization ................................................................................................. 22

2.3. Certificates on client workstations ........................................................................................ 252.4. Installing USB headset .......................................................................................................... 262.5. Configuring video camera ..................................................................................................... 262.6. Calls recorded at client workstations..................................................................................... 28

3. Installing Communication Toolbar for MS Outlook (CT Outlook) ........................................................... 29

3.1. Prerequisites .......................................................................................................................... 293.2. Installation ............................................................................................................................. 29

3.2.1. Installing CT Outlook with a group policy ............................................................... 293.2.2. Installing CT Outlook on one workstation................................................................ 29

4. Installing SVG viewer for Online Monitoring.............................................................................................. 31

5. Log files ............................................................................................................................................................ 33

5.1. CDT log ................................................................................................................................. 335.2. Terminal log........................................................................................................................... 355.3. ClientCOM log ...................................................................................................................... 355.4. Outbound log ......................................................................................................................... 365.5. Communication Toolbar for MS Outlook (CT Outlook) log ............................................... 36

iSAP BCM CLIENT WORKSTATION

INSTALLATION GUIDE TABLE OF CONTENTS

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SAP BCM CLIENT WORKSTATIONii

INSTALLATION GUIDE1. INTRODUCTION

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1. INTRODUCTION

CLIENT WORKSTATIONS

This guide describes how to set up a client workstation for the SAP Business Communication Management (BCM) software, and which files are written at the workstation during the use of the software. For the planning and installing servers and various applications, see the Installation Guide document. For the configuration and administration of the system and its users, see the System Administration Guide and User Administration Guide documents.

For the basic installation and administration of your computer, its operating system and other 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.

ITEM MARKING EXAMPLEProper nouns Italic Microsoft Windows Various user interface items (such as buttons, menus, submenus, dialog windows, tabs, and sheets)

Italic Click the Update button.

Select Start > Programs > Internet Explorer.Paths and directories Italic By default the file is located in the following

directory: C:\Documents.Values and variables Italic Replace the xyz value with the 123 value.Code examples Courier fontSome functions Bold You can use the Find and replace function for

searching items.Terminology Bold italic By default clicking refers to the left mouse

button.

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.

Conventions used in this document

CAUTION: This is an important caution.

run if xyz = 123

1SAP BCM CLIENT WORKSTATION

INSTALLATION GUIDE1. INTRODUCTION

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NOTE: This is a necessary note.

HINT: This is a helpful hint.

SAP BCM CLIENT WORKSTATION2

INSTALLATION GUIDE2. INSTALLING COMMUNICATION DESKTOP (CDT) ON CLIENT WORKSTATIONS

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2. INSTALLING COMMUNICATION DESKTOP (CDT) ON CLIENT WORKSTATIONS

Taking the Communication Desktop (CDT) application into use requires that on the client workstation:

The Microsoft Internet Explorer software is installed and configured so that The BCM system web site is added to the trusted sitesClient workstation security settings are set so that the system works but the maximum security is ensured.

Appropriate software components (MSI packages) are installed. Optionally, certificates installed on the client workstation can be used for authentication of the user.

Additionally, the following configurations may be of interest:

The application can be configured to start automatically when the user logs on the workstation.

Configure the system and deliver the MSI packages with group policies. However, group policies cannot be applied to external agents, or if the user contacts the system over a VPN connection created at the log-on, but each workstation must be configured separately.

The configuration issues are discussed in the following sections:

2.1. Using group policies (setting up several workstations) (page 3)2.2. Setting up one workstation (page 12)2.3. Certificates on client workstations (page 25)2.4. Installing USB headset (page 26)2.5. Configuring video camera (page 26)2.6. Calls recorded at client workstations (page 28)

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.

2.1. USING GROUP POLICIES (SETTING UP SEVERAL WORKSTATIONS)

Define the organizational unit (people who will use the software) and create a group policy for it at the Active Directory server with the Group Policy Object Editor of the Active Directory Users and Computers management tool.

Perform one or several of the following procedures:


INSTALLATION GUIDE2.1.1. INSTALLING TERMINAL COMPONENTS WITH GROUP POLICIES

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2.1.1. Installing terminal components with group policies (page 4)2.1.2. Configuring IE security settings with group policies (page 5)2.1.3. Configuring auto-start with group policies (page 10)2.1.4. Speech prioritization by group policies (page 12)

NOTE: Remember to refresh the group policy always after changing it.

2.1.1. INSTALLING TERMINAL COMPONENTS WITH GROUP POLICIES

The terminal components must be installed on the client workstation with the MSI packages. We recommend installing separate terminal components because in that case they can be removed and updated separately as well.

NOTE: The terminal components are not installed automatically as in the previous versions.

NOTE: Install the terminal_Proxy.msi and terminal_Core.msi packages before installing the handset drivers.

terminal.msi => The complete package that includes all terminal_ packages listed below. This package cannot be delivered with a group policy, it must be installed on each client workstation separately, see the chapter 2.2. Setting up one workstation (page 12).terminal_Core.msi => The actual terminal component.terminal_HS_xxx.msi => A driver for the xxx handset. Requires that terminal_Proxy and terminal_Core components have been installed already.terminal_NET.msi => Terminal implementation for .NET environment with the same functions as the core terminal component but enables user interface development in the .NET environment. Does not require proxy component.terminal_Proxy.msi => The client end service that communicates with the CDT application. It works as a proxy between the terminal component and the user interface.mctabuff.msi => ClientCOM ActiveX component, required when the phone is integrated with other applications, for example with CTM and OB Desktop. Not included in the complete terminal package.wvp.msi => Video ActiveX component of the CDT application. Not included in the complete terminal package.

Forcing installation at the client log on:

With the following procedure you enforce that the package is installed on all workstations of the organizational unit when the client logs on:

1. Select the Computer Configuration > Software Installation options.2. Browse the BCM software installation directory and the folder \Client Workstation

Components for the MSI packages. The directory is created during installation process, make


INSTALLATION GUIDE2.1.2. CONFIGURING IE SECURITY SETTINGS WITH GROUP POLICIES

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sure you are authenticated to access it. See the Installation Guide document, or contact the administrator.

3. Select the MSI package from the list. You can deploy several packages at a time, but to select the right options, deploy each separately.

4. Select the Deployment tab and check the following options:Deployment type: Assigned. Install this application at logon: Check. Installation user interface options: Basic.

5. Click the OK button.6. If the package you are installing has already been installed on the workstation with a group

policy, select the Upgrades tab.7. Select the option Uninstall the existing package, then install the upgrade package. 8. Click the OK button.

2.1.2. CONFIGURING IE SECURITY SETTINGS WITH GROUP POLICIES

The software requires that the Internet Explorer software version 6.0 or 7.0 is installed on the workstation and that the security settings are set accordingly. Define the settings with the Group Policy Object Editor software.

NOTE: The following procedure is supported at least on the Internet Explorer 6.0. To make sure, configure the IE 7.0 workstations individually, see the section 2.2.2. Configuring IE security settings on each workstation (page 14)

1. First create the template, see the section Creating Trusted Site Zone template (page 5).2. Then adjust the actual settings, see the section Configuring IE security settings (page 8).

Creating Trusted Site Zone template

1. Select the options User Configuration > Administrative templates > Windows components > Internet Explorer > Internet Control Panel > Security Page:



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2. Double-click the option Trusted Site Zone Template.

3. Select the security level to Medium4. Click the Enable button.5. Select the option Site to Zone Assignment List Properties.



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6. Select the Enabled option.

7. Click the Show button.The dialog window appears.8. Click the Add button and add the web server address or the phone page name to the list. The

value 2 defines that the site is a trusted site.



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Configuring IE security settings

Configure the security settings of the Internet Explorer software to allow the application run but still acquire maximum security.

Enforce the security settings by creating a Trusted Sites Zone Template for your group policy.

1. Select the Trusted Sites Zone option.2. Change the settings that with the Medium level do not give appropriate security level, see the

table below.3. After adjusting settings, remember to Refresh policies to deploy them to the selected

organizational unit.

Table 2-1: Group policy security settings for the IE 6.0 version

NOTE: All of the following policies must be Enabled at the upper level, and then the actual setting can be adjusted, see the table and figure below.

POLICY SETTING VALUEAccess data sources across domains Disable Allow active content over restricted protocols to access my computer Disable Allow active scripting Enable Allow Binary and Script Behaviors Enable Allow drag and drop or copy and paste files Prompt Allow file downloads Enable Allow font downloads Prompt Allow installation of desktop items Disable Allow META REFRESH Enable Allow paste operations via script Enable Allow script-initiated windows without size or position constraints Enable Automatic prompting for ActiveX controls Disable Automatic prompting for file downloads Disable Display mixed content Prompt Do not prompt for client certificate selection when no certificates or only one certificate exists.

Disable

Download signed ActiveX controls Disable Download unsigned ActiveX controls Disable Initialize and script ActiveX controls not marked as safe Enable Java permissions Disable Java Launching applications and files in an IFRAME Disable



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Logon options Automatic logon with current username and password

Navigate sub-frames across different domains Disable Open files based on content, not file extension Disable Run .NET Framework-reliant components not signed with Authenticode Disable Run .NET Framework-reliant components signed with Authenticode Disable Run ActiveX controls and plugins Enable Script ActiveX controls marked safe for scripting Disable Scripting of Java applets Disable Software channel permissions High safety Submit non-encrypted form data Enable Use Pop-up Blocker Enable Userdata persistence Disable Web sites in less privileged Web content zones can navigate into this zone

Disable

POLICY SETTING VALUE


INSTALLATION GUIDE2.1.3. CONFIGURING AUTO-START WITH GROUP POLICIES

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2.1.3. CONFIGURING AUTO-START WITH GROUP POLICIES

You can configure a group policy to start the CDT application automatically when the user logs in the workstation operating system:

1. Select the desired group policy object or create a new one.2. Edit the object with Group Policy Object Editor software. Navigate to the User Configuration

/ Administrative Templates / System / Logon options.3. Open the setting Run these programs at user logon.


INSTALLATION GUIDE2.1.3. CONFIGURING AUTO-START WITH GROUP POLICIES

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4. Check the Enabled option and click the Show... button.

5. Click the Add... button and enter the text C:\Program Files\Internet Explorer\iexplore.exe" http://<VU_address>/cdt with the address of the virtual unit where the Web Clients package has been installed in your system.

NOTE: 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.

6. Click the OK button.7. Click more OK buttons until you can close the group policy object editor.


INSTALLATION GUIDE2.1.4. SPEECH PRIORITIZATION BY GROUP POLICIES

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2.1.4. SPEECH PRIORITIZATION BY GROUP POLICIES

In the Windows Vista operating system the local IT administrators can prioritize speech to other services by creating so called Quality of Service (QoS) group policy.

NOTE: QoS group policy applies only to the client workstations with Vista operating system. The XP computers must be configured locally, or the register keys set on the workstations with specific group policies.

Create the appropriate policy as explained in the corresponding section for one workstation 2.2.5. Speech prioritization (page 22) and link it to the Active Directory containers with the Group Policy Management Console.

See the Microsoft web site for more information.

2.2. SETTING UP ONE WORKSTATION

NOTE: If the settings are defined individually a Microsoft software update or a security hotfix may return the settings to their default values. Check the settings always after updates.

If the group policies cannot be used for configuring and installing, perform the following procedures on each workstation.The tasks require administrative rights:

2.2.1. Installing terminal components (page 12)2.2.2. Configuring IE security settings on each workstation (page 14)2.2.3. Re-installing older software packages (page 19)2.2.4. Configuring auto-start on each workstation (page 20)2.2.5. Speech prioritization (page 22)

2.2.1. INSTALLING TERMINAL COMPONENTS

The terminal components must be installed on the client workstation with the MSI packages. We recommend installing separate terminal components because in that case they can be removed and updated separately as well.

NOTE: The terminal components are not installed automatically as in the previous versions.

NOTE: Install the terminal_Proxy.msi and terminal_Core.msi packages before installing the handset drivers.

terminal.msi => The complete package that includes all terminal_ packages listed below. This package cannot be delivered with group policies, it must be installed on each client workstation separately. We recommend installing separate terminal components instead of


INSTALLATION GUIDE2.2.1. INSTALLING TERMINAL COMPONENTS

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this package because they can be removed and updated separately as well. Using this package is limited to demonstration and testing purposes.

terminal_Core.msi => The actual terminal component.terminal_HS_xxx.msi => A driver for the xxx handset. Requires that _Proxy and _Core terminal components are installed already.terminal_NET.msi => Terminal implementation for .NET environment with the same functions as the core terminal component but enables user interface development in the .NET environment. Does not require proxy component.terminal_Proxy.msi => The client end service that communicates with the CDT application. It works as a proxy between the terminal component and the user interface.

mctabuff.msi => ClientCOM ActiveX component, required when the phone is integrated with other applications, for example with CTM and OB Desktop.wvp.msi => Video ActiveX component of the CDT application.

Installing separate terminal components

1. Double-click the terminal_Proxy.msi package.2. Double-click the terminal_Core.msi package.3. Double-click the desired on of handset driver package.4. If the agent will use video calls, double-click the wvp.msi package to install the video

component.5. If the agent needs that the phone is linked to the Outbound Desktop and Communication Task

Manager applications, double-click the mctabuff.msi package.

Installing the complete terminal.msi package

1. Double-click the terminal.msi package.2. The setup wizard starts. Click the Next button.3. Select one of the options and click the Next button.:

Complete => Installs all terminal components, see the list above. Does not install MCTABuff, WVP and CTOutlook packages.Typical => Installs proxy and core components. These two are mandatory for telephony applications.Custom => You can select which of the components are installed, for example, only one of the handset drivers.


INSTALLATION GUIDE2.2.2. CONFIGURING IE SECURITY SETTINGS ON EACH WORKSTATION

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4. To start the installation, click the Install button.5. Install the wvp and mctabuff components from their own MSI packages, if required.

2.2.2. CONFIGURING IE SECURITY SETTINGS ON EACH WORKSTATION

Set the following security settings in the Internet Explorer software.

1. Select the Tools - Internet Options function.2. Enter the Security tab and select the Trusted sites option.



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3. Click the Sites... button. The Trusted sites dialog appears.

4. Deselect the Require server verification (https:) for all sites in this zone option before adding new sites to the list.

5. Add the address of the web site where your phone application has been installed, and click the OK button to return to the Internet options dialog window.

6. Reselect the Trusted sites option and click the Custom level button to set custom security settings.

7. Reset the settings to the Medium level and then set the following individual settings as required in each software version.



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Configuring security settings in IE 7.0 version

The following settings are the minimum changes required to the Medium level for the BCM system to work properly with the Internet Explorer 7.0 version:

ActiveX controls and plug-ins Automatic prompting for ActiveX controls => Enable.Download signed ActiveX controls => Enable.Initialize and script ActiveX controls not marked as safe for scripting => Enable.

Miscellaneous Access data sources across domains => Enable. This setting is required if the system servers and workstations are located in different domains.Use Phishing filter => Disable.Use Pop-up Blocker => Disable.

Scripting Allow Programmatic clipboard access => Enable. This setting is required for the Task Manager application to work properly.

User Authentication



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Logon Select the Automatic logon with current name and password option. This setting is required if the system servers and workstations are located in different domains.

Configuring security settings in IE 6.0 version

The following settings support the use of the Communication Desktop application.

Table 2-2: An example of functioning IE 6.0 security settings for the CDT use

GROUP ITEM CDT USER SETTING .NET Framework-reliant components

Run components not signed with Authenticode EnableRun components signed with Authenticode Enable

ActiveX controls and plug-insAutomatic prompting for ActiveX controls EnableBinary and script behaviors EnableDownload signed ActiveX controls PromptDownload unsigned ActiveX controls PromptInitialize and script controls not marked as safe EnableRun ActiveX controls and plug-ins EnableScript ActiveX controls marked safe for scripting Enable

DownloadsAutomatic prompting for file downloads EnableFile download EnableFont download Enable

MiscellaneousAccess data sources across domains EnableAllow META REFRESH EnableAllow scripting of Internet Explorer web browser EnableAllow script-initiated windows without size or position constraints.

Enable

Allow web pages to use restricted protocols for active content

Prompt

Display mixed content PromptDon't prompt for client certificate when no certificates or only one certificate exists.

Enable

Drag and drop or copy and paste files EnableInstallation of desktop items. Enable



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Useful tip: Do not reuse phone window

Deselect the Reuse windows for launching shortcuts option in the Advanced tab of the Internet Options dialog window.

This prevents the software from trying to open the links included in e-mails in the same browser window you have your phone application running in.

Launching programs and files in an IFRAME EnableNavigate sub-frames across different domains EnableOpen files based on content, not file extension EnableSoftware channel permissions Low safetySubmit non encrypted form data EnableUse pop-up blocker DisableUserdata persistence EnableWeb sites in less privileged web content zone can navigate into this zone.

Prompt

ScriptingActive scripting EnableAllow paste operations via script EnableScripting of Java applets Enable

User authenticationLogon Automatic logon with

current username and password

GROUP ITEM CDT USER SETTING


INSTALLATION GUIDE2.2.3. RE-INSTALLING OLDER SOFTWARE PACKAGES

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If you are using IE7 and tabbed browsing, select the Tabbed Browsing Settings > Open links in other programs in: > A new window options.

2.2.3. RE-INSTALLING OLDER SOFTWARE PACKAGES

The software components on the client workstation are updated always when a new software version is taken into use. If you need to install an older version of the software, remove all components before installation from the client workstation:

1. Select in the Internet Explorer software the options Tools - Internet options.2. Click the Delete cookies and Delete files buttons, and select the Delete all offline content

option.3. Click the Settings button.4. Click the View objects... button. 5. Delete all software components.


INSTALLATION GUIDE2.2.4. CONFIGURING AUTO-START ON EACH WORKSTATION

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NOTE: The terminal components have different names in different versions, the components with different names can be installed simultaneously on the same workstation.

2.2.4. CONFIGURING AUTO-START ON EACH WORKSTATION

You can configure the application to start automatically when you log in the workstation by one of the following methods Defining a local computer policy (page 20) or Adding CDT to Startup folder (page 22).

Defining a local computer policy

1. Create a local computer policy: Select Start > Run options.Enter the text gpedit.msc.Click the OK button.

2. Navigate to the User Configuration / Administrative Templates / System / Logon options.3. Open the setting Run these programs at user logon.

4. Check the Enabled option and click the Show... button.


INSTALLATION GUIDE2.2.4. CONFIGURING AUTO-START ON EACH WORKSTATION

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5. Click the Add... button and enter the text C:\Program Files\Internet Explorer\iexplore.exe" http://<web_server_address>/cdt with the web address of your system:

6. Click the OK button.7. Click more OK buttons until you can close the group policy object editor.

NOTE: If there are workstations where the MS Windows software is not installed on the C drive, enter the location of the IE executable C:\Program Files\Internet Explorer\iexplore.exe accordingly.


INSTALLATION GUIDE2.2.5. SPEECH PRIORITIZATION

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Adding CDT to Startup folder

1. Right-click the Start option of the MS Windows operating system and select the Open menu item.

2. Select the File - New - Shortcut options:

3. Enter the web server address to the form and click the Next button.

4. Give the shortcut a name, for example CDT, and click the Finish button.5. Close the Startup folder.

2.2.5. SPEECH PRIORITIZATION

Speech prioritization is required in certain environments to ensure quality of the phone line.

Vista environment

In the Windows Vista operating system the local IT administrators can prioritize speech to other services by creating so called Quality of Service (QoS) policy. The task requires at least local administrator rights.

See the Microsoft web pages for more information on QoS policies.

1. Start the group policy editor.



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2. Select the Computer Configuration\Windows Settings (the policy applies to computers, regardless of the user that is currently logged on) or User Configuration\Windows Settings (the policy applies to the specified user on this computer).

3. Right-click the QOS Policies node and select the Create a new policy option.4. Configure the policy with following options, leave other options to the default values. Click

the OK button on each tab after configuration.In the Policy Profile tab:

Name => for example ATLPolicy.Check the Specify DSCP Value option and enter the value 44. NOTE: 44 is the default DSCP value used in the BCM system. Administrator may have changed the value with the parameter RTP_DSCP. Make sure you use the specified one.

In the Application Name tab:



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Select the option Only applications with this executable name and enter the name BCMPhoneATLProxy.exe.

In the Protocol and Ports tab:Select the UDP protocol to be the one this QoS policy applies to.


INSTALLATION GUIDE2.3. CERTIFICATES ON CLIENT WORKSTATIONS

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XP environment

In XP environment the corresponding function is achieved by setting the register value:

1. Start the register editor.2. Go to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\TcpIp\Parameters.3. Select Edit > New > DWORD value options and enter text DisableUserTOSSetting.4. Close the editor.5. Restart the workstation.

See the Microsoft web site for more information.

2.3. CERTIFICATES ON CLIENT WORKSTATIONS

Client certificate

The client certificate(s), such as SAP Single Sign-On, can be used for authentication of the user in the BCM logon. This requires that the certificate has been configured for the account in the User Administrator application, see the User Administration Guide document.

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 not, the window for entering the user name and password is opened, and the user can log on by entering those.

Confirmation certificate for server certificate

If the certificates on the BCM system’s Connection Server is issued by a trusted public Certification Authority (CA), the operating system of the client workstation provides with the tools that check and accept the server certificate automatically.

If a private certificate server has been used for creating the certificate, for example in the testing phase, a specific component must be installed on each client workstation. Ask for the confirmation certificate from the person who is responsible of creating the certificates with your server, copy it on the workstation, double-click it, and select the option Install Certificate.

If you are using the Vista operating system, select Tools - Internet Options - Content and click the Certificates button. Select Import and browse the certificate you copied. Select Show physical stores check box, expand Trusted Root Certification Authority and Local Computer.

Viewing certificates

To make sure that he required certificate is installed on your workstation, start Internet Explorer software and select Tools - Internet Options - Content and click the Certificates button. Select the appropriate tab, for example the testing certificate should be found in the Trusted Root Certification Authorities tab.


INSTALLATION GUIDE2.4. INSTALLING USB HEADSET

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2.4. INSTALLING USB HEADSET

Typically the clients make the phone calls with an USB sound device. If you have both a traditional sound card and a USB sound device (headset/handset) installed in your workstation, you can use the traditional sound card to play the phone alarm through external speakers connected to the sound card. When the call is connected, the speech is switched to the USB device.

Install the headset in the following way:

1. Select the Control Panel > Sounds and Audio Devices option.2. Select the USB headset option from the Audio tab.

3. Select the traditional sound card as the sound playback device in Sound and Audio Devices Properties dialog window.

4. Open the CDT application and its Settings > Phone > Audio dialog window.5. Select the USB device for the Audio and Ringing tone options from the drop-down menu.

2.5. CONFIGURING VIDEO CAMERA

Install the video camera according to the instructions of the camera manufacturer before starting the CDT session. The supported camera model is defined in the Hardware Compatibility List (HCL) document. If you want to use another camera model, the following registry settings may be required.

NOTE: Using video camera requires that the wvp.msi package is installed on the workstation.

CAUTION: Only the supported camera model is supported. Change the registry settings for using other camera models at your own risk.

The register path is HKEY_CURRENT_USER\Software\Wicom\WVP:


INSTALLATION GUIDE2.5. CONFIGURING VIDEO CAMERA

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video dev

Defines the video device the video component connects to. The first device with a name starting with this string is selected. The value * (asterisk) selects the first available device. The default value is Logi.

linerate low

Defines the slow line rate. The default value is 128.

linerate med

Defines the medium line rate. The default value is 280.

linerate high

Defines the high line rate. The default value is 500.

Framerate low

Defines the slow frame rate. The default value is 10.

Framerate med

Defines the medium frame rate. The default value is 15.

Framerate hi

Defines the high frame rate. The default value is 30.

max RTP packet

Defines the maximum byte length of the RTP packet. The default value is 900.

intra interval

Defines the time in milliseconds between the frames used to erase possible coding errors. The default value is 4000. Lower value increases line bandwidth.

RxWindowTitle

Defines the title of the received video window

TxWindowTitle

Defines the title of the sent video window.


INSTALLATION GUIDE2.6. CALLS RECORDED AT CLIENT WORKSTATIONS

20.1.2009

2.6. CALLS RECORDED AT CLIENT WORKSTATIONS

The user of the CDT application can record active calls if the administrator has enabled it. Also the supervising functions of the CDT and Online Monitoring applications include call recording functions. See the corresponding documentation.

The recordings are saved either on the client workstation (as defined in the Settings dialog window, select in the CDT application Tools - Phone - Common), or the system administrators may define a shared recording directory (a parameter in the System Administrator application), or, if the Server-Side Recording function is in use, calls are recorded on the server.

Directories are used with the following rules:

If the workstation-specific directory (for example C:\\recorded_calls\) is not defined, the shared directory (for example \\server\shared_resource\) is used.If neither the shared nor workstation-specific directory is defined, the C:\\ value is used.If a non-existent path is entered, the application fails to record calls.The names of the recording files are named either REC_<callguid>_number>.wav or SUPERVISOR_<callguid>.WAV.Recorded calls can be listened in the call register and call history. You must have rights to the recording directory and appropriate user rights to be able to listen other recorded calls than your own. See the CDT application documentation for more information.


INSTALLATION GUIDE3. INSTALLING COMMUNICATION TOOLBAR FOR MS OUTLOOK (CT OUTLOOK)

20.1.2009

3. INSTALLING COMMUNICATION TOOLBAR FOR MS OUTLOOK (CT OUTLOOK)

The Communication Toolbar for MS Outlook (CT Outlook) is an application that enables using either phone functions, or availability functions, or both, integrated in the MS Outlook user interface.

3.1. PREREQUISITES

Installing this application requires that the following software is installed on the workstation:

MS Outlook. The software is compatible with MS Outlook versions 2003 SP2, or later, and 2007.SAP BCM terminal component of the software version 6.0. Install the terminal component from the MSI package either individually on each workstation, or with a group policy, see the chapters 2.1. Using group policies (setting up several workstations) (page 3) and 2.2. Setting up one workstation (page 12).

3.2. INSTALLATION

Install the CT Outlook extension from the CT Outlook.msi package on an individual workstation or with a group policy. Before installation remove any older version of the software.

3.2.1. Installing CT Outlook with a group policy (page 29)3.2.2. Installing CT Outlook on one workstation (page 29)

3.2.1. INSTALLING CT OUTLOOK WITH A GROUP POLICY

Install the application with the Group Policy Object Editor software.

If the Communication Toolbar for MS Outlook (CT Outlook) software package is delivered to an organisational unit with a group policy, it requires that a specific administrative template is delivered as well. The template is located in the installation folder \Client Workstation Components\Admin templates.

3.2.2. INSTALLING CT OUTLOOK ON ONE WORKSTATION

Install the CT Outlook extension from the CT Outlook.msi package on an individual workstation in the following way. Before installation remove any older version of the software.

Installing Outlook phone

1. Close the MS Outlook application.2. Copy the CT Outlook.msi package to an appropriate directory, for example C:/Program files/

SAP/BCM.3. To run the Setup Wizard, double-click the MSI package.


INSTALLATION GUIDE3.2.2. INSTALLING CT OUTLOOK ON ONE WORKSTATION

20.1.2009

4. Follow the instructions and click the Next button when required.5. Start the MS Outlook application.

If you are installing the application for the first time, the dialog window prompts for the host address.

Enter the address of the virtual unit where the Web Clients package has been installed, and the port used:

When the server connection is found, the CT Outlook Login window appears:Username => Enter the same username as configured for your user account, see the User Administration Guide document.Password => Enter the same password as configured for your user account.Click the Login button.

6. Restart the MS Outlook software.


INSTALLATION GUIDE4. INSTALLING SVG VIEWER FOR ONLINE MONITORING

20.1.2009

4. INSTALLING SVG VIEWER FOR ONLINE MONITORING The Scalable Vector Graphics (SVG) plug-in is required for viewing certain reports of the Online Monitoring application. Install the plug-in from the Adobe web site.

You may need to restart your browser before viewing SVG.


INSTALLATION GUIDE4. INSTALLING SVG VIEWER FOR ONLINE MONITORING

20.1.2009


INSTALLATION GUIDE5. LOG FILES

20.1.2009

5. LOG FILESFollowing log files are saved on the client workstation in the current temporary %temp% path and registered in the UTC time. In case of an error situation, you can view the files with a text editor.

5.1. CDT log (page 33) 5.2. Terminal log (page 35)5.3. ClientCOM log (page 35)5.4. Outbound log (page 36)

5.1. CDT LOG

The log file of the CDT application is saved in the following format: <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.

Following levels are available:

None (0) => No log file is created, the default value.Low (1) => Log file is created for following data:

CDT start and close information.Terminal commands received from user interface.

Medium (2) => Log file is created for following data:CDT start and close information.Terminal commands received from user interface.Terminal events received from CEM and sent to user interface.

High (3) => Log file is created for following data:CDT start and close informationTerminal commands received from user interface.


INSTALLATION GUIDE5.1. CDT LOG

20.1.2009

Terminal events received from CEM and sent to user interface.Terminal events reached user interface.

The log level can be selected with an application parameter set by the system administrator, see the System Administration Guide document, or at the each client workstation in the following way:

1. Select Tools > Settings2. Double-clicking the lower left corner of the dialog window.3. Select the level from the drop-down menu on the left. The log level is set active immediately

after changing.


INSTALLATION GUIDE5.2. TERMINAL LOG

20.1.2009

5.2. TERMINAL LOG

The Terminal process log follows the log level setting of the CDT, see CDT log (page 33). By default, the log level is None (0), no log is written.

There are three different log files:

BCMAXPY_* = Is the log written by the ActiveX proxy.BCM_* = Terminal logAUTH _* = Authentication log

With the advanced application parameter appcnf_UI_keeplogdays you can define how many days the log files are saved on the workstation. After that, it is deleted automatically. The default value is 2 (2 days).

5.3. CLIENTCOM LOG

The MCTABUF<N>.TXT log is the log of the ClientCOM interface implementation process. Log file contains the messages (commands and events) between ClientCOM servers and clients. The log files are saved for a week, then the next file with same number replaces the previous one.

The log file name has the following parts:

MCTABUFNumber of the log file, from 0 to 7.

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:

_CMD => Event_EVT => Command

Receiver of the message.Colon (:)_CMD or _EVT contents (QueStats, CLIENT_REMOVED)The number of messages in receiver queue.The actual message.

There can also be Initialize and Destroy lines, where there are no sender or receiver, instead they tell when some client or server has initialized itself with MCTABUFF and when the connection has been deleted.


INSTALLATION GUIDE5.4. OUTBOUND LOG

20.1.2009

5.4. OUTBOUND LOG

The log file of the Outbound application is saved in the format: <OB_YYYYMMDD.log>.

By default, the log level is 1, basic log is written always. The higher log level is taken into use by clicking the <-> icon in the view, and then the higher level is used until the application is closed. The lower level is taken into use again by restart.

Low (1) => Log file is created for following data:Application start and close information.Possible error messages.

High (2) => Log file is created for following data:CDT start and close information.Possible error messages.All commands and events that arrive from the phone interface to the client application.

5.5. COMMUNICATION TOOLBAR FOR MS OUTLOOK (CT OUTLOOK) LOG

The log file of the Communication Toolbar for MS Outlook (CT Outlook) application is saved in the following format: <CTOutlook_YYYYMMDD.log>.

Log entries have the following syntax:

Time in the format hh:mm:ss and an informative message, e.g. Log starts.

or

Time in the format hh:mm:ss. ModuleType =>

EVT => event signalled by the terminal CMD => commands triggered by the Outlook phone componentINF => general informationERR => code and logical errors

Description of the log entry, can also be parametrized.


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