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COPYRIGHT

Copyright 2008 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.

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statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.


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USER GUIDE

SAP BCM REPORTING

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1. Introduction ....................................................................................................................................................... 1

1.1. About this software.................................................................................................................. 1

1.2. About this guide ...................................................................................................................... 1

1.3. Conventions............................................................................................................................. 1

2. User interface..................................................................................................................................................... 3

3. Outbound Monitoring ....................................................................................................................................... 5

3.1. Starting Monitoring ................................................................................................................. 5

3.2. Viewing several campaigns ..................................................................................................... 5

3.3. Viewing one campaign ............................................................................................................ 6

3.4. Viewing agents ........................................................................................................................ 6

3.5. Fields in campaign list............................................................................................................. 8

3.6. Fields in agent list.................................................................................................................... 9

4. Outbound Reporting ....................................................................................................................................... 11

4.1. Recalls ................................................................................................................................... 12

4.2. Campaign............................................................................................................................... 12

4.3. Campaign/agent..................................................................................................................... 13

4.4. Calls ....................................................................................................................................... 14

4.5. Calls/agent ............................................................................................................................. 15

4.6. Call results ............................................................................................................................. 16

4.7. Call results/agent ................................................................................................................... 18

4.8. Script...................................................................................................................................... 19

4.9. Scripts/agent .......................................................................................................................... 20

5. Glossary............................................................................................................................................................ 23


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USER GUIDE1. INTRODUCTION

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1. INTRODUCTION

1.1. ABOUT THIS SOFTWARE

This guide describes how to use the SAP BCM Outbound Monitoring and Reporting application.

Administrators create and run call campaigns in the CPM Administratorapplication, see the CPM

Administrator Guide document, and end users (the outbound call center agents) execute them using

the Outbound Desktop (OB Desktop) application, see the Outbound Desktop User Guide document.

NOTE: The appropriate SQL job must be enabled before the Outbound Monitoring and Reporting application can beused.

Some of the functions described in this guide may not be implemented in your system, or you maynot 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.

NOTE: You may need to change your password due to password policies. Log on to one of the following applicationsto change it: Communication Desktop, System AdministratororUser Administrator.

CAUTION: The software users (service providers and end-users) are fully responsible for ensuring that the servicesprovided 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 andtroubleshooting, protecting the services against misuse and misappropriation, and further improvement of the software

and services, and they must assume full responsibility for the use of the collected data.

1.2. ABOUT THIS GUIDE

This guide is divided into the following main sections:

2. User interface (page 3)

3. Outbound Monitoring (page 5)

4. Outbound Reporting (page 11)

5. Glossary (page 23)

1.3. CONVENTIONS

ITEM MARKING EXAMPLE

Proper nouns Italic Microsoft Windows


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CAUTION: This is an important caution.

NOTE: This is a necessary note.

HINT: This is a helpful hint.

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 thexyz value with the 123 value.

Code examples Courier font run if xyz = 123

Some functions Bold You can use the Find and replace function for

searching items.

Terminology Bold italic By defaultclicking refers to the left mouse

button.

ITEM MARKING EXAMPLE


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USER GUIDE2. USER INTERFACE

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2. USER INTERFACE

The initial view appears when you log in the application. It is used for selecting an appropriate

report.

The menu bar is always enabled and has the following menu functions:

File

Reload=> Refreshes the user interface. The application returns to the initial view.

Print=> Opens the standardMicrosoft Windows dialog window for selecting the

printer and printing out the displayed report.

Exit=> Closes the application and logs you out.

Help

Help topics => Opens the list of all available BCNM user guides. They are deliveredwith the software in the PDF format.

About=> Displays the name and version number of the application.

On the left side frame there is a list of available standard reports. Click the desired option to display

the monitoring or reporting view.


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USER GUIDE3. OUTBOUND MONITORING

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3. OUTBOUND MONITORING

The application is used for on-line monitoring the call campaigns run with the Outbound

application. The monitoring data is updated from the database on-line (in other words, with a shortdelay of approximately one minute). Contact the supplier for information about the related database

tables.

This section describes the following functions and issues:

3.2. Viewing several campaigns (page 5)

3.3. Viewing one campaign (page 6)

3.4. Viewing agents (page 6)

3.5. Fields in campaign list (page 8)

3.6. Fields in agent list (page 9)

3.1. STARTING MONITORING

Select theMonitoring option to monitor currently on-going campaigns and agents in them.

3.2. VIEWING SEVERAL CAMPAIGNS

When theMonitoring option is selected, a list of campaigns is displayed and theActive or modified

campaigns checkbox is selected. The list includes active campaigns and campaigns modified during

the last day, for example when the campaign status has been changed.

To select more specific list of campaigns, use the following filters:

Check theLogged in checkbox to display the campaigns with logged-in agents, only.

Write the filtering criteria for the campaign name into the upper empty field. The wildcards ?

(one character) and * (any number of characters) can be used.


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If there are several campaigns on the list, 50 items are displayed at a time. Select the desired page at

the bottom of the list:

3.3. VIEWING ONE CAMPAIGN

Click the desired campaigns name in the campaign list to display one campaign only. The agents

logged in the campaign are displayed as explained in the section 3.4. Viewing agents (page 6)

below.

To return to the campaign list, check theActive or modified campaigns checkbox.

3.4. VIEWING AGENTS

When only one campaign is selected, the list of its agents is displayed automatically. To display the

list of agents from several campaigns, check the From all campaigns checkbox.

To select more specific lists of agents, use the following filters:

Check theLogged in checkbox to display the logged-in agents, only.

Select the point of time for monitoring

Today (the default value) = > Displays the agent information of the campaign in the

current day.

Yesterday => Displays the agent information of the campaign of the previous day until

the midnight.

* => Displays the agent information of the entire campaign until current moment.

Write the filtering criteria for theAgentfield (agents user id) to the lower empty field. For

example, the wildcards ? (one character) and * (any number of characters) can be used.


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USER GUIDE3.4. VIEWING AGENTS

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If theAgentfield is empty, the row refers to the dialer.

When viewing agents, if there are more than 20 campaigns and agents, each list displays 20 items at

a time. Select the desired page from the bottom of the list:

Rearranging campaign and agent lists

The campaigns and agents are listed in the alphabetical order. The list can be rearranged by any

column title in the ascending/descending order by clicking the column title once or twice:


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USER GUIDE3.5. FIELDS IN CAMPAIGN LIST

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Displaying average values

The information in the Waiting, Preview, Calling, Talkand Wrap fields is by default the sum of the

monitored time periods. If you want to see the average value per call, check theAverage time per

call checkbox. The selection is indicated by the italics in the column titles:

3.5. FIELDS IN CAMPAIGN LIST

Click theLegendlink to display the explanations of the abbreviations.

Campaign related fields

Name => Name of the campaign

Status => The campaign status can be one of the following:

Passive => The campaign has not been activated. Active => The campaign is currently going on. If the campaign is active and there is at

least one agent logged in, the status is indicated with the yellow color.

Handled=> All customer contacts planned for a campaign have been carried out. The

status is indicated with the green color.

Invalid=> The campaign cannot be run because of a technical failure. The status is

indicated with the red color.

Expired=> The set campaign ending time has passed.

Dialer status => The status of the dialer can be one of the following:

OPEN=> The campaign is going on, the dialer is able to fetch contact information

from the database. CLOSING => The campaign is being closed.

COMPLETED => The dialer has called all contacts.

PASSIVE => The campaign has been inactivated in the database.

SUSPEND => The campaign is temporarily suspended according to the schedule.

EXPIRED => The set campaign ending time has passed.

SHUTDOWN => The campaign is closed.

Campaign closing in Sytel => The campaign has been closed in the integrated dialer.

Retries (R) => Maximum number of trials to reach a customer.

Start=> The starting time and day.


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USER GUIDE3.6. FIELDS IN AGENT LIST

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End=> The ending time and day.

Agent related fields:

Logged in (L) => Number of agents who are logged in the monitored campaign.

Paused (O) => Number of agents who are logged in but are having a pause.

Waiting (I) => Number of agents who are logged in and are waiting for calls.

Preview (P) => Number of agents previewing the customer information.

Calling (C) => Number of agents making phone calls at the moment.

Talking (T) => Number of agents talking with a customer at the moment.

Wrap (W) => Number of agents making notes after a customer contact.

Calls by active agents (#) => Total number of calls made by the agents who have been active

during the monitoring period.

Customer related fields:

Handled=> Number of customers who have been contacted and handled.

Total => Total number of planned customer contacts in a campaign.

Handled % => Percentage of handled customers contacts of the total contacts

Not handled (N) => Number of customers who have not been contacted and handled yet.

Future calls (S) => Number of calls that have been scheduled in the OB tool, for example

when the customer has not been available at the first contact.

In dialer (D) => Number of customers who are currently being handled by the integrated

dialer.

Max retries (M) => Number of customers who have been unsuccessfully contacted the

allowed maximum of times (R value).

Filtered (F) => Number of customers who are not called because the campaign filter prevents

that.

3.6. FIELDS IN AGENT LIST

Campaign => The name of the campaign.

Agent=> The agent id.

Name => The agents name.

Status => The agents status. The agent status is also indicated by the background color of the

corresponding column:

Logged out=> the Status field is grey

Pause => red

Waiting => red

Preview => turquoise

Call => pink

Talk=> green

Wrap => yellow

Logged in => Sum of the time periods the agent has been logged in into the current campaign.


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Paused=> Sum of the time periods the agent has been having a pause.

Waiting => Sum/average of the time periods the agent has been waiting.

Preview => Sum/average of the time periods the agent has been previewing.

Calling => Sum/average of the time periods when the agent has called but the customer hasnot answered yet.

Talk=> Sum/average of the time periods the agent has been talking.

Wrap => Sum/average of the time periods the agent has been doing wrap up after the call.

Handled=> Number of handled customers.

Calls => Number of calls.

Successful => Number of the calls with SUCCESS or REFUSAL result, i.e the intended

person has been contacted successfully.

Sales => Number of the successful calls that result to the monetary transaction. A special

feature not available in the basic version.

Amount=> Amount of money transacted. A special feature not available in the basic version.


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USER GUIDE4. OUTBOUND REPORTING

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4. OUTBOUND REPORTING

The application includes the following reports:

4.1. Recalls (page 12)

4.2. Campaign (page 12)

4.3. Campaign/agent (page 13)

4.4. Calls (page 14)

4.5. Calls/agent (page 15)

4.6. Call results (page 16)

4.7. Call results/agent (page 18)

4.8. Script (page 19)

4.9. Scripts/agent (page 20)

COMMON FIELDS AND FUNCTIONS

Most reports include the following common fields and functions:

Start date between YYYY-MM-DD and YYYY-MM-DD => The time range for the starting date

for the campaign that are included in the report.

Campaign drop-down menu => Selects the campaign(s) you want to include in the report.

Orderdrop-down menu and ascending/descending radio buttons => The sorting criterion and

order.

Search (button) => Executes the search and creates the report according to the criteria. Export(button) => Transfers the report contents to theMicrosoft Excel application for further

processing.

Reset(button) => Returns the search criteria to their default values.

Date (check box) => If this option is selected, the report displays the dates.

Campaign (check box) => If this option is selected, the report displays the campaign names.

Some reports include also the following functions for defining the search criteria:

Group => Selects the user group you want to include in the report.

Agent=> Lists all agents in the selected user group and selects the desired agent for the

report.

Typed answers => Excludes or includes the manually entered free-form answers in the search

results in the Scriptand Script/agentreports.


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4.1. RECALLS

The report displays the list of campaigns which match the selected search criteria. The common

fields and functions are described in the section Common fields and functions (page 11).

The report displays the following information:

Agent=> The agent who made the recall request, or empty if the recall is common.

Date => Date and time values for the requested recall time.

Campaign => Campaign name.

Customer=> Customer id.

Classifier=> The classifier given for recall request

Remarks => Notes written by the agent who requested the recall. The remark is always started

with the textRECALL YYYYMMDD HH:MM:SS, but it is not displayed in this view.

4.2. CAMPAIGN

The report displays the campaigns which match the selected search criteria. The common fields and

functions are described in the section Common fields and functions (page 11).


Date

Campaign

Customer

Handled=> Number of customers who have been contacted and handled.

Total number of customers (Tot.)

Percentage of handled customers

Not handled (N) => Number of customers who have not been contacted and handled

yet.

Future calls (S) => Number of calls that have been scheduled in the OB tool, for

example when the customer has not been available at the first contact.

In dialer (D) => Number of customers who are currently being handled by the

integrated dialer.


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USER GUIDE4.3. CAMPAIGN/AGENT

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Max retries (M) => Number of customers who have been unsuccessfully contacted the

allowed maximum of times (R value).

Calls => Total number of calls (successful and failed) made during the campaign.

4.3. CAMPAIGN/AGENT

The report displays the campaigns which are related to a specific agent and match the selected

search criteria. The common fields and functions are described in the section Common fields and

functions (page 11).


Agent

Date

Campaign

Customer

Handl. => Number of customers who have been contacted and handled. Percentage of handled customers

Tot. => number of customers

Calls => Total number of calls (successful and failed)


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4.4. CALLS

The report displays the calls which match the selected search criteria. The common fields and



Date

Campaign

Calls

Successful => Agents have reached and handled the customers related to these calls.

Failed=> Agents have not reached or handled the customers related to these calls.

Durations

Logged in => Total serving time in a campaign (counted from the agent statistic).

Waiting => Total waiting time in a campaign (counted from agent statistic).

Calls => Time used for calling and waiting.

Talk=> Time used for the contact.

Preview => Time used for previewing the campaign.

Wrap => Time used for notifying and classifying the contact.

Talking ratio => Ratio of the TalkandLogged in times.


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USER GUIDE4.5. CALLS/AGENT

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4.5. CALLS/AGENT

The report displays the calls which are related to a specific agent and match the selected search

criteria. The fields and functions are described in the section Common fields and functions (page11).


Agent

Date

Campaign

Calls

Successful => Agents have reached and handled the customers related to these calls.

Failed=> Agents have not reached or handled the customers related to these calls.

Durations

Logged in => Total serving time in a campaign (counted from the agent statistic).

Waiting => Total waiting time in a campaign (counted from agent statistic).

Call => Time used for calling.

Talk=> Time used for the contact.

Preview => Time used for previewing the campaign.

Wrap => Time used for notifying and classifying the contact.

Talking ratio => Ratio of the TalkandLogged in times.


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4.6. CALL RESULTS

The report displays the call results which match the selected search criteria. The common fields and



Date

Campaign

Call results => Can be one of the following alternatives:

Call is a successful one in reporting when the call result is either SUCCESSFUL or

REFUSAL, meaning that the correct customer was contacted.

RECALL => The agent has made a recall at certain date/time.

BUSY/BUSY_FORWARD/NOANSWER/NOANSWER_FORWARD/

ANSWERING_MACHINE/TEMPORARY_FAILURE/OPER_FAILURE/

ABANDONED/SKIP/OPER_LOGOUT/SCHEDULE/CONNECTED => The customer

will be called again until the call count exceeds the campaignsRetryCountvalue.

SUCCESSFUL/REFUSAL/CONGESTION/BADADDRESS/INVALID_NUMBER/

BARRED/HANGUP/BLOCKED_NUMBER/FAX/MODEM/POSITIVE_VOICE/

SILENCE/SIT/NO_ROUTE/CTI_CODE_=>The customer will not be called again, in

other words. the customer is handled. For the CTI code explanations, see the table

Table 4-1: CTI codes (page 17).

Classifier=> The displayed text value of the selected classifier.

Calls => Total number of calls.


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USER GUIDE4.6. CALL RESULTS

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Table 4-1: CTI codes

If a call is rejected for an unknown cause, a message CTI_CODE_XXis displayed, whereXXis one

of the codes below.

CTI CODE DESCRIPTION

1 Unallocated (unassigned) number

2 No route to specified transit network

3 No route to destination

6 Channel unacceptable

7 Call awarded and being delivered in an established channel

16 Temporary failure

17 User busy

18 No user responding

19 No answer from user (user alerted)

21 Call Rejected

22 Number changed

26 Non selected user clearing

27 Destination out of order

28 Invalid number format

29 Facility rejected

30 Response to status enquiry

31 Normal, unspecified

34 No circuit/channel available

38 Network out of order

41 Temporary failure

42 Switching equipment congestion

43 Access information discarded

44 Requested circuit/channel not available

47 Resources unavailable, unspecified

49 Quality of service unavailable50 Requested facility not subscribed

57 Bearer capability not authorized

58 Bearer capability not presently available

63 Service or option not available, unspecified

65 Bearer capability not implemented

66 Channel type not implemented

69 Requested facility not implemented

70 Only restricted digital information bearer capability is available


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USER GUIDE4.7. CALL RESULTS/AGENT

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4.7. CALL RESULTS/AGENT

The report displays the call results which are related to a specific agent and match the selected

search criteria. The common fields and functions are described in the section Common fields and



Agent

Date

Campaign

Call results => Can be one of the following alternatives:

Call is a successful one in reporting when the call result is either SUCCESSFUL or

REFUSAL, meaning that the correct customer was contacted.

RECALL => The agent has made a recall at certain date/time.

BUSY/BUSY_FORWARD/NOANSWER/NOANSWER_FORWARD/

ANSWERING_MACHINE/TEMPORARY_FAILURE/OPER_FAILURE/ABANDONED/

SKIP/OPER_LOGOUT/SCHEDULE/CONNECTED=> The customer will be called

again until the call count exceeds the campaignsRetryCountvalue.

79 Service or option not implemented, unspecified

81 Invalid call reference value

82 Identified channel does not exist

83 A suspended call exists, but this call identity does not

84 Call identity in use

85 No call suspended

86 Call having the requested call identity has been cleared

88 Incompatible destination

91 Invalid transit network selection

95 Invalid message, unspecified

96 Mandatory information element is missing97 Message type nonexistent or not implemented

98 Message not compatible with call state or message type nonexistent or not

implemented

99 Information element nonexistent or not implemented

100 Invalid information element contents

101 Message not compatible with call state

102 Recovery on timer expiry

111 Protocol error, unspecified

127 Interworking, unspecified

CTI CODE DESCRIPTION


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USER GUIDE4.8. SCRIPT

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SUCCESSFUL/REFUSAL/CONGESTION/BADADDRESS/INVALID_NUMBER/

BARRED/HANGUP/BLOCKED_NUMBER/FAX/MODEM/POSITIVE_VOICE/

SILENCE/SIT/NO_ROUTE/CTI_CODE_=>The customer will not be called again, in

other words, the customer is handled. For the CTI code explanations, see the table

Table 4-1: CTI codes (page 17).

Classifier=> The displayed text value of the selected classifier.

Calls => Total number of calls

4.8. SCRIPT

The report displays the scripts which match the selected search criteria. The common fields and



Date Campaign

Script name => The name of the questionnaire used in the campaign.

Question ID => Number or other ID of the question.

Answer value => Selected alternative or written answer.



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4.9. SCRIPTS/AGENT

The report displays the scripts which are related to a specific agent and match the selected search

criteria. The common fields and functions are described in the section Common fields and



Agent

Date

Campaign Script name => The name of the questionnaire used in the campaign.

Question ID => Number or other ID of the question.

Answer value => Selected alternative or written answer.



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USER GUIDE5. GLOSSARY

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5. GLOSSARY

ABBREVIATION (TERM) DESCRIPTION OR SYNONYM

3G (third generation) A level of development related to wireless technologies. Thepreceding levels were 1G (included analog standards such as

FDMA and NMT), 2G (included digital standards such as CDMA

and GSM), and 2.5G (included the packet-based GPRS standard).

The 3G standards include UMTS (based on GSM) and WCDMA

(based on CDMA).

A number The number where the call or message comes from (the callers

number or the source number).

Absence A status in the PRS system when a user is away or not available

and cannot be reached.

ADS (Active Director Synchronizer) A service that transfers user accounts from Active Directory to theCEM database.

Agent A user who handles queue calls and interacts with customers.

Usually related to contact centers.

APO (Access Point) One of the databases in the Reporting system, works as an access

point for operative SQL databases and controls the DTE job.

ASP (application service provider) An enterprise that provides other enterprises or individuals remote

access to application programs and services over theInternet.

Attended transfer A call is transferred to another number only after the person it is

transferred to answers the phone. The call is put on hold

automatically, and you can release it and continue if the other partydoes not answer. Compare to the blind transfer method.

Auto-allocation mode The call queue mode where you automatically get the next inbound

call from the queues in which you are currently serving as an

agent. The call is offered to one agent at a time. Compare to the

hunt group mode.

Availability information Indicates whether a user is absent or present. Related to PRS

profiles.

B number The target of the call or message (the destination number).

Blind transfer A call is transferred to another number without you knowing

whether the other party answers or not. Compare to the attended

transfer method.

Bridge (H.323 or SIP) A core module for connecting the registered terminal devices and

the gateways to the CD core module.

C number The target of the call which is forwarded from the B number.

Campaign Defines the contents of the outbound call set (such as the

customers, scripts and special rules) in the Outbound Desktop

application.

CD (Call Dispatcher) The core module for low-level call handling.

CDT (Communication Desktop) An end user application for enterprise telephony systems and

contact center operations.


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CEM (Contact Event Manager) The core module for top-level call handling.

CEM database The system database for call handling.

Chat,chatting Real-time communication between users using computing devices.

Chat Server, Chat Portal Server Server components that must be installed in the system if the chat

channel is used.

ClientCom The communication interface between the client-level

applications.

CMC (Communication Mobile Client) An end user application for mobile phone users.

Codec (coder/decoder) A module which combines analog-to-digital and digital-to-analog

conversion.

Company An external customer or an internal employer in the CPM

database. Contacts are always linked to one or more companies.Connection Server (CoS) A mandatory server component that carries out communication to

the end-user interfaces CDT and CMC via a TLS-secured

connection.

Contact An external customer or an internal employee in the CPM

database. When internal user accounts are transferred from the

CEM database to the CPM database, they are interpreted as

contacts. Contacts are always linked to one or more companies.

CPM (Contact Process Manager)

database

The system database for managing customer information and

activities (such as tasks).

CPM Administrator An administration application related to the CPM database andpredefined outbound call campaigns.

CT Outlook (Communication Toolbar for

MS Outlook)

An extension application which makes it possible to use some

telephony and availability functions in theMS Office Outlook

application.

CTM (Communication Task Management) An end user application related to task management. It is also used

for creating and maintaining customer data and personal segments.

Customer In the CPM database: an external company or contact. In the ASP

system model: a separate subsystem.

Customizer, customizing file A text file in the CEM server which contains dedicated customer-

specific values.

Data Collector A server component that collects reporting and monitoring data.

Required ifReporting or Online Monitoring applications are used.

DB, db (database) A collection of information which is organized by using predefined

rules.

Dialer A module that controls the outbound call sequence, timing and

agent assignment in the Outbound Desktop application.

Directory Either a CEM directory defined in the System Administrator

application, or a segment which is displayed as a contact directory

in the Communication Desktop (CDT) application.



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DSArea (Data Staging Area) One of the databases in the DTE. Related to theReporting

application.

DTE (Data Transformation Engineer) A tool that runs the transformation process in theReporting

application.

DTMF (dual tone multi-frequency) The signals you generate by pressing the keypad of a traditional

phone.

DW (Data warehouse) Information organised in datamarts for effective on-line search.

Related to theReporting application.

E-mail channel The queue type which is used for receiving and handling e-mail

messages.

External agent A user who is logged into the software from an external number

(mobile or fixed). External agents serve in queues remotely.

ETC (External Terminal Controller) A core module that translates the protocol used with desk phones

into a protocol used with softphones. This enables that certain

CDT functions such as PRS can be used with the desk phones as

well.

FBR (Federation Bridge) A core module for interconnecting several BCM systems. Used in

ASP systems.

GK (gatekeeper) (H.323 or SIP) A core module for registering the terminal devices to the CD core

module.

GUI (graphical user interface) The graphical interface for human-computer interaction (HCI).

GUIs make it easier to use the software applications compared to

command-based interfaces.

GW (gateway) (H.323 or SIP) An external module for connecting the system to an external

network (usually to the PSTN network).

H.323, H323 A standard protocol for audio, video, data, internet phone, and

VoIP transmissions.

HA (high availability) A system or module which is operational also when uncontrolled

interruptions occur.

HAC (High-Availability Controller) An infrastructure application that ensures one of the redundant

virtual unit instances is running all the time.

History Database Database for saving data forReporting and Online Monitoring

applications. It is installed automatically when the CEM Databaseor Reporting Database is installed.

Hunt group mode The call queue mode where you can pick an inbound call from the

queues in which you are currently serving at as an agent. The call

is offered simultaneously to all agents who are logged into the

queue. Compare to auto-allocation mode.

IA (Infrastructure Administrator) An administration application for creating the system model, and

starting and stopping all components of the system.

IAP (Internet Access Point) The connection server through which the CMC application

connects to the internet.



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IIS (Internet Information Server) AMicrosoftserver product which is used for various web-related

tasks, such as managing services and sharing information.

IM (instant message) A short messages sent and delivered using the Communication

Desktop (CDT) application internally in a BCM system.

Inbound Incoming (contact events).

Internal Web Services (IWS) A core server component required for the communication process.

IP (Internet Protocol) The method and technology for sending data between computers

on theInternet.

IP phone A telephone based on IP technology.

IVR (Interactive Voice Response ) A system which supports interaction between the caller and the

system. For example, the caller may hear a prerecorded prompt

which instructs them to enter data with the phone keypad.

LAN (local area network) A group of computing devices which are used over a shared data

line within a limited geographical area.

MCTABUFF The core module required for ClientCom integrations and the task

management integration. ThisActiveXcomponent is installed on a

client workstation.

Mobile phone A cellular telephone.

MRS (Media Routing Server) The core module for playing prompt files. It also converts the RTP

stream into a WAV file when a caller leaves a voicemail message.

MSI The file format forMicrosoft Windows Installerpackages.

MTD (Multiterminal Desktop) Functions for defining multiple terminal devices for receivinginbound calls, and for selecting which one of the devices is used

when making outbound calls. Used in the Communication Desktop

(CDT) application.

NAT (Network Address Translation) An IP address used in one network (the inside network) is

translated to a different IP address known in another network (the

outside network). Often involves address mapping and firewall

configuration to improve security.

OB Desktop (Outbound Desktop) An end user application related to predefined outbound call

campaigns.

OLAP On-line analytical processing. Related to theReporting

application.

OPER_DIR The default queue for passing personal inbound calls within the

BCM system

Outbound Outgoing (contact events).

PBX (private branch exchange) A traditional corporate telephone system which usually includes

switchboard hardware.

PDC (Predictive Dialing Controller) A CEM module which runs the outbound campaigns. Used in the

Outbound Desktop application.

Person An external individual in the CPM database. Persons are not

connected to companies and are usually private persons.



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POP (point-of-presence) An internet access point which has a unique IP address and

provides access to the rest of theInternet.

Presence A status in the PRS system when a user is free and can be reached.

Prompt An audio message file in the WAV format.

PRS (Personal Reachability Services) Functions related to the availability information. The selected PRS

profile tells other users if you are available or not. Used in the

Communication Desktop (CDT) application and Communication

Mobile Client(CMC) application.

PRS profile An absence, presence or conference profile which defines how

inbound calls are handled when an appropriate profile is selected.

PSTN (public switched telephone

network)

The collection of interconnected public telephone networks and

systems.

Queue routing The rules for offering calls to the agents who are serving in the

queues in the auto-allocation mode.

R number The term used for the original external source number (the A

number) in the following special case: the system is configured to

display the original number even if the call has been forwarded

within the system before it is finally forwarded to another external

number. Normally the system displays the personal extension

number or the queue number as the source number.

Reporting An application using data warehouse technology for effective

reporting.

Reporting Database Database for saving data forReporting application.

RTP (Real-time Transport Protocol) A standard protocol for audio, video, data, internet phone, and

VoIP transmissions.

SBR (skill-based routing) A queue routing method in the software. The software offers calls

to the agents who are most suited to take the call.

Segment A target group which is created in the CPM database and displayed

as a directory in the CDT or CMC application. It contains persons,

contacts, and companies. Segments may be company-wide

(created in the CPM Administratorapplication) or personal

(created in the CDT or CTM application).

SIP (Session Initiation Protocol) A standard protocol for audio, video, data, internet phone, andVoIP transmissions.

SMS (short message service) The method for delivering short messages to mobile phones.

SOAP (Simple Object Access Protocol) The method which allows an exchange of data between

applications running on different platforms.

SQL (Structured Query Language) A programming language used for database queries and updates.

May also refer to a database server or program.

SRTP (Secure RTP) Configuration that uses encryption in the RTP signaling.



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SSR (Server-side Recording) Configuration where the recorded files are saved on the server,

instead of the client workstation. Enables that recording can be

used for desk phones as well.

Superior-assistant A role related to special queue functions.

Switchboard Traditionally hardware (a telephone routing table) for routing and

connecting calls to other users.

System Administrator An administration application related to the system data and

configuration.

TAPI (Telephony Application

Programming Interface)

A programming interface which allows you to make telephone and

video calls using computers.

TCP/IP (Transmission Control Protocol/

Internet Protocol)

A method and language for sending data between computers on the

Internet.

Terminal The core module required for the phone functions in the

Communication Desktop (CDT) application. ThisActiveX

component is installed on a client workstation.

User Administrator An administration application where user accounts and their rights

are created and maintained.
