reporting admin

BUSINESS COMMUNICATIONS MANAGEMENT

REPORTING ADMINISTRATORADMINISTRATION GUIDE

SOFTWARE VERSION 6.0 SP4

DOCUMENT VERSION 1.4 (29.1.2009)

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ADMINISTRATION GUIDE TABLE OF CONTENTS

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

1.1. About this software.................................................................................................................. 11.2. About this document................................................................................................................ 1

2. Introducing Reporting system architecture.................................................................................................... 3

2.1. Reporting architecture ............................................................................................................. 32.2. Operative databases ................................................................................................................. 42.3. Data Transformation Engine.................................................................................................... 42.4. Reporting SQL server.............................................................................................................. 4

2.4.1. Reporting Administrator ............................................................................................. 42.4.2. Access Point database (APO) ..................................................................................... 42.4.3. Data staging area (DSA) ............................................................................................. 52.4.4. Virtual Warehouse Unit (VWU).................................................................................. 5

2.5. OLAP cubes............................................................................................................................. 52.6. Reports..................................................................................................................................... 5

3. Installation and configuration.......................................................................................................................... 7

3.1. Planning and prerequisites....................................................................................................... 73.1.1. Hardware..................................................................................................................... 73.1.2. User account................................................................................................................ 83.1.3. Server system .............................................................................................................. 93.1.4. Prerequisite software................................................................................................. 10

3.1.4.1. Microsoft Server software ............................................................................ 103.1.4.2. Microsoft IIS................................................................................................. 103.1.4.3. Microsoft SQL Server .................................................................................. 10

3.2. Installing Reporting Database Server .................................................................................... 113.2.1. Installing with VUA.................................................................................................. 123.2.2. Results of Reporting Database Server installation.................................................... 14

3.3. Creating and starting reporting web site................................................................................ 153.3.1. Installing Web Server ................................................................................................ 153.3.2. Starting web site........................................................................................................ 16

3.4. Configuring Reporting Services SQL component................................................................. 163.4.1. Prerequisites for RS configuration............................................................................ 173.4.2. Starting the Reporting Services Configuration tool .................................................. 17

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ADMINISTRATION GUIDE TABLE OF CONTENTS

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3.4.3. Configuration steps ................................................................................................... 183.4.4. Checking configuration before proceeding............................................................... 26

3.5. Installing Standard Reports package ..................................................................................... 273.6. Defining user rights for viewing reports ............................................................................... 303.7. Creating ASP environment.................................................................................................... 313.8. Defining time zones .............................................................................................................. 33

3.8.1. Configuring time zones............................................................................................. 333.8.2. Creating parallel Reporting Services virtual unit ..................................................... 343.8.3. Viewing parallel time zone reports ........................................................................... 34

4. Reporting Administrator ................................................................................................................................ 35

4.1. Administration view.............................................................................................................. 354.1.1. Customer................................................................................................................... 364.1.2. Applications .............................................................................................................. 374.1.3. Database connections................................................................................................ 374.1.4. Process messages ...................................................................................................... 374.1.5. Time zones ................................................................................................................ 38

4.2. DTE Reporting ...................................................................................................................... 384.2.1. DELETing job data ................................................................................................... 414.2.2. Exception logs........................................................................................................... 41

5. Troubleshooting ............................................................................................................................................... 43

5.1. Installation troubleshooting................................................................................................... 435.1.1. Problems in Reporting Database Server installation ................................................ 435.1.2. Problems in Reporting Services configuration ......................................................... 44

5.2. Re-installing IIS .................................................................................................................... 445.2.1. Allowing ASP.NET application................................................................................ 44

5.3. Reading and writing rights for domain account .................................................................... 465.4. Empty report alerts ................................................................................................................ 475.5. Creating OLAP databases with same name fails .................................................................. 48

6. Glossary............................................................................................................................................................ 49

REPORTING ADMINISTRATORii

ADMINISTRATION GUIDE1. INTRODUCTION

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1. INTRODUCTION

1.1. ABOUT THIS SOFTWARE

This document introduces BCM Reporting system overall architecture, installation and configuration.

The Reporting application is a dynamic data warehouse for multidimensional OLAP analysis and SQL based Datamart reporting. The actual reporting is carried out using the Microsoft SQL Reporting Services option.

The software includes the standard set of reports that are introduced in BCM Reporting User Guide document. Other reports can be defined in the SQL Server Business Intelligence Development Studio software. More information about data members in different statistics can be found in the BCM Reporting Data Guide document.

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 data collected.

1.2. ABOUT THIS DOCUMENT

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.

Conventions

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 font run if xyz = 123

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

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ADMINISTRATION GUIDE1.2. ABOUT THIS DOCUMENT

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CAUTION: This is an important caution.

NOTE: This is a necessary note.

HINT: This is a helpful hint.

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

ITEM MARKING EXAMPLE

REPORTING ADMINISTRATOR2

ADMINISTRATION GUIDE2. INTRODUCING REPORTING SYSTEM ARCHITECTURE

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2. INTRODUCING REPORTING SYSTEM ARCHITECTUREThis section describes the following issues:

2.1. Reporting architecture (page 3)2.2. Operative databases (page 4)2.3. Data Transformation Engine (page 4)2.4. Reporting SQL server (page 4)2.5. OLAP cubes (page 5)

2.1. REPORTING ARCHITECTURE

The Reporting is an analysis and reporting tool based on the data warehousing principles. It enables reporting and data analysis of the information that the BCM system provides, and supports use of third party reporting tools, such as Microsoft Reporting Services

Graphics 2-1: The Reporting architecture:

The reporting data is collected and transferred from the Reporting History database and CEM and CPM databases by the Data Transformation Engine (DTE).


ADMINISTRATION GUIDE2.2. OPERATIVE DATABASES

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After the primary cleansing and organising in the data staging area (DSA) the data is placed in the virtual warehouse unit (VWU) database organised in datamarts and further processed into the OLAP cubes.The DTE jobs are activated in the Reporting Administrator, but they are scheduled as SQL jobs in the SQL Management Studio program.The actual reports are made with the Microsoft Reporting Services software and published on a web site.

2.2. OPERATIVE DATABASES

The data to be analysed is made by other BCM applications. The events that are used in the CSS Reporting are collected by the Data Collector component to the Reporting History database. The data from the Communication Task Management application and absence information (AI) are transferred directly from the Contact Process Manager (CPM) database, as well as queue, agent and configuration data from the CEM database. The databases are client server databases using Microsoft SQL platform. Functions and administration of those databases is described in corresponding BCM documents.

2.3. DATA TRANSFORMATION ENGINE

The Data Transformation Engine (DTE) controls the data transformation process from the CEM and CPM databases to the Reporting Database Server.

The transformation process runs once an hour for CSS Reporting data, and once a day for task management and AI data. The data is saved in datamarts of the data warehouse. A datamart is a data storage for one application that consists of the conformed, dimensioned fact table.

The data transformation process is launched by the SQL job Reporting Data Transformation Process.

2.4. REPORTING SQL SERVER

The Reporting Database Server software has the following four main functions.

2.4.1. REPORTING ADMINISTRATOR

With the Reporting Administrator tool you configure the entire system: enable communication between the databases and activate the data transformation jobs. Reporting Administrator is part of the Web Administration Tools package.

2.4.2. ACCESS POINT DATABASE (APO)

The Access Point database (APO) has the following five functions:

To be an access point for the SQL data sources in the Reporting system


ADMINISTRATION GUIDE2.4.3. DATA STAGING AREA (DSA)

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To store the history of DTE jobs.To keep up online record of the status of customer’s DTE jobs.To record the logs and states of the DTE jobs.

2.4.3. DATA STAGING AREA (DSA)

Data staging area (DSA) is an SQL database located on the Reporting Database Server where the operative data is cleaned and calculated for transferring into the data warehouse database.

2.4.4. VIRTUAL WAREHOUSE UNIT (VWU)

The VWU unit is a data warehouse which offers statistics for OLAP purposes as well. The data warehouse contains fact and dimension table structures.

2.5. OLAP CUBES

After transformation and calculation, the data is updated in the OLAP (online analytical processing) cubes for multidimensional analysis with the Microsoft Analysis Services software. Using OLAP cubes enables very fast calculation and provides an interface for third party analysis and reporting tools.

2.6. REPORTS

A set of default reports can be viewed with the MS Internet Explorer browser, and more reports can be created for example with the Microsoft Reporting Services tool.


ADMINISTRATION GUIDE2.6. REPORTS

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ADMINISTRATION GUIDE3. INSTALLATION AND CONFIGURATION

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3. INSTALLATION AND CONFIGURATIONCarry out the following steps in this order.

CAUTION: Carry out the steps in the given order (make a web site and start it, configure Reporting Services and then install the Standard Reports), otherwise the installation fails.

3.1. Planning and prerequisites (page 7)3.2. Installing Reporting Database Server (page 11)3.3. Creating and starting reporting web site (page 15)3.4. Configuring Reporting Services SQL component (page 16)3.5. Installing Standard Reports package (page 27)3.6. Defining user rights for viewing reports (page 30)

If you are building a system were several customer are managed (the ASP environment), notice the following special requirements:

3.7. Creating ASP environment (page 31)

If the system is used in two or more time zones, define the time zones as well:

3.8. Defining time zones (page 33)

The software packages are installed with the VUA tool. For more information about its use, see the document Infrastructure Administration Guide.

NOTE: If you are upgrading the system from the previous version, note that all time stamps in the 6.0 data are in the UTC format, and not in the server time as in the previous versions. See the Upgrade Guide for information about the procedure how to upgrade to 6.0 version.

3.1. PLANNING AND PREREQUISITES

Before installing, plan the following topics carefully:

3.1.1. Hardware (page 7)3.1.2. User account (page 8)3.1.3. Server system (page 9)3.1.4. Prerequisite software (page 10)

3.1.1. HARDWARE

Dedicate a specific server for reporting. In that way, the data transformation process does not stress operative databases and can be processed 24 hours/day if needed.


ADMINISTRATION GUIDE3.1.2. USER ACCOUNT

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The SQL instances (database, Analysis Services and Reporting Services) require a lot of memory and hard disk space and processing power to work with vast amount of data. Verify your server hardware before installation, and if necessary, distribute services on separate physical servers. For the beginning for any installation the required hardware is:

At least 4 GB memory.100 GB disks (separate SQL data / logs + separate Analysis Services data and temp)Efficient processor(s)

3.1.2. USER ACCOUNT

It is recommended to use Windows authentication in controlling the communication between the servers.

Create an appropriate domain account in the Active Directory server.Give the domain account appropriate rights for the servers and installed software.Log in all servers with that identification when installing and configuring the system.

The Windows authentication is applied by leaving the password field empty when installing the software packages in the VUA tool.


ADMINISTRATION GUIDE3.1.3. SERVER SYSTEM

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3.1.3. SERVER SYSTEM

The figure below shows a typical arrangement of servers. If required, the Analysis Services and Reporting Services components can be installed on separate servers.

Graphics 3-2: Example of the servers in the Reporting system, their prerequisites and software packages installed in them.

CAUTION: Plan the naming and installation of the components carefully with the following rules:

The Reporting Database Server package requires the SQL Analysis Services component.The Standard Reports package requires the BCM Web Server package is installed and started, and the SQL Reporting Services component is configured before installing.Reporting OLAP database name is WDU by default. If you create parallel databases for other time zones, they are named automatically WDU_.Reporting Manager virtual directory (i.e the folder where the reports are placed) is called Reports.Reporting Server virtual directory (i.e the reporting services site) is called ReportServer.See additionally the specific requirements of the ASP environment in the chapter 3.7. Creating ASP environment (page 31)


ADMINISTRATION GUIDE3.1.4. PREREQUISITE SOFTWARE

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3.1.4. PREREQUISITE SOFTWARE

3.1.4.1. MICROSOFT SERVER SOFTWARE

In most systems, Reporting is installed on a specific server, and thus requires that the Microsoft Distributed Transaction Coordinator (MSDTC) service is enabled. This is required both on the specific Reporting server and on the operative SQL server.

NOTE: Some of the security-related service packs of the MS Server may affect MSDTC service. Make sure the service is enabled always after installing MS service packs.

Enabling MSDTC

1. Click Start - (All) Programs - Administrative tools - Component Services, expand Computers, and then expand My Computer.

2. Right-click My Computer, and select Properties.3. Select the MSDTC tab.4. Click Security Configuration5. Select the Network DTC Access, Allow Remote Client, Allow Inbound, Allow Outbound and

Enable TIP check boxes.6. Under the Transaction Manager Communication group, click to select the No Authentication

Required option.7. In the Security Configuration dialog box, click OK.8. In the My Computer Properties dialog box, click OK.9. Reboot the server.

3.1.4.2. MICROSOFT IIS

Microsoft IIS, version 6.0 or later, software must be installed on the server where the Standard Reports package will be installed.

NOTE: The Reporting Services component of the SQL requires also IIS on the same server. In such servers, install the IIS software first. Otherwise the component may not be installed properly. If you need to re-install the IIS after configuring the Reporting Services component, configure it again and allow the ASP.NET application, see the chapter 5.2.1. Allowing ASP.NET application (page 44).

CAUTION: IIS makes a complete reset when ASP.NET is allowed in one of the sites. Consider this if you have a live production system, for resetting all web sites that are controlled by HAC are switched over to other nodes.

3.1.4.3. MICROSOFT SQL SERVER

Microsoft SQL Server 2005 software version SP2, or later, default installation with:


ADMINISTRATION GUIDE3.2. INSTALLING REPORTING DATABASE SERVER

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the SQL Analysis services component must be installed on the computer where the Reporting Database Server package will be installed. the SQL Reporting Services component must be on the server where the Standard Reports package will be installed.

NOTE: When installing the ASP environment (several customer systems on the same server), default installation cannot be used. See the chapter 3.7. Creating ASP environment (page 31).

Typically, install all three SQL components on the server dedicated for reporting and install both Reporting Database Server and Standard Reports package on that server in their own virtual units.

3.2. INSTALLING REPORTING DATABASE SERVER

The Reporting Database Server package contains the database components of the Reporting application. Install the package with the VUA tool.

CAUTION: - Do not use localhost for server name but specify the actual name or address. - If the Reporting Database Server is installed on the same server as the CPM database, use the server name or add a linked server connection using IP address to point to the local machine.

3.2.1. Installing with VUA (page 12)


ADMINISTRATION GUIDE3.2.1. INSTALLING WITH VUA

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3.2.2. Results of Reporting Database Server installation (page 14)

3.2.1. INSTALLING WITH VUA

1. Start the VUA tool.2. Right-click the target system, typically Default system, select the Add Virtual Unit option, and

enter an appropriate name, for example VU_Reporting. In the ASP environment, create a specific virtual units for each customer, and start the VU name with the customer’s name. Click the OK button.

3. Right-click the freshly made VU and select the Reporting Database Server software package. 4. Select the virtual unit and enter the required information. Mandatory information fields are

displayed with yellow color, immutable items cannot be changed later on: Customer name => Descriptive name for a customer. The default value is Customer1. In the ASP environment, give each customer a different name. The name appears in the Reporting Administrator interface and cannot be changed there.Reporting database server address or name => Enter the address or name of the server instance where this package is going to be installed.Analysis server address or name => Enter the address or name of the server instance where this package is going to be installed. Typically same as above.OLAP database name on Analysis services => The name of OLAP database for reports. The default value is WDU.Maintenance address or name to the database server for CEM database => Enter the address or name of the CEM operative database server. If there is a cluster, use the original servers actual IP address.CEM database name => Enter the CEM database name. In the ASP environment, make sure you give the customer specific database’s name.CEM database user name => The SQL login name to be used when contacting the CEM database. When Windows authentication is used, leave this variable empty.CEM database password => The SQL login password to be used when contacting the CEM database. When Windows authentication is used, leave this variable empty.History database server address or name => Enter the History database server name. History database name => Free text field. We recommend to name it as the operative CEM database name + postfix _History, for example CEM_History. NOTE: This database is created in this installation procedure, do not mix it with the one cretaed by th the installation of the CEM Database Server, though the name may be the same. History database user name => Leave this field empty to use the Windows authentication. If the user name and password are given, user will be created and used for the data transformation. History database password => Leave this field empty to use the Windows authentication. If user name and password are given, user will be created and used for data transformation.Maintenance address or name to the database server for CPM database => Enter the address of the CPM operative database server. If there is a cluster, use the SQL clusster’s name or IP address.


ADMINISTRATION GUIDE3.2.1. INSTALLING WITH VUA

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CPM database name => Enter the CPM database name. In the ASP environment, make sure you give the customer specific database’s name.User name for Reporting Administrator user => If the Windows authentication is used, enter here the domain account (in the format domain\user) that is used to access the Reporting database. If the Windows authentication is not used, enter the SQL login name. Password for Reporting Administrator user => If SQL login is used above, enter here the password for the user. NOTE: This password may be legible in the registry. With Windows authentication, leave this empty.Password for CPM Administrator user => Leave this field empty to use the Windows authentication. Starting year to create time dimension for OLAP => Define the starting year of the OLAP time dimension.Collect statistics for 'Reporting Data Interface'? Yes/No => If the Reporting Data Interface is used, for example because of SAP CRM integration, set value 'yes' to collect statistics for integration. When the option is selected the reporting data is collected always when the DTE is run.Log file directory of the Virtual Unit => Define the location of the log files.Default time zone => Enter the system time zone. Note that logs are always written as UTC. Make sure you give the same time zone as the Default time zone also when creating parallel VUs for other time zones.

5. Click the Save Variables button.6. Select the virtual unit and select Software > Apply all changes to host options.

NOTE: All other previously installed Reporting (former WDU) SQL accounts are removed by this installation.


ADMINISTRATION GUIDE3.2.2. RESULTS OF REPORTING DATABASE SERVER INSTALLATION

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3.2.2. RESULTS OF REPORTING DATABASE SERVER INSTALLATION

Successful installation of the Reporting Database Server package creates or updates SQL databases APO (Access point database), DSArea (Data staging area), and VWU (Virtual warehouse unit), and sets up configuration for data transformation components with the information provided in the VUA parameters.

It also creates three SQL server jobs:

Reporting Data Transformation Process => The data collected from the operative databases are transformed first to data warehouse and then the OLAP cubes are updated. This job is scheduled to happen every hour.


ADMINISTRATION GUIDE3.3. CREATING AND STARTING REPORTING WEB SITE

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Reporting OLAP database management => Additional tool for OLAP data management. On daily use, data is incrementally updated into OLAP cubes, because that method is fast though not the most optimized way for data structure. We recommend that all OLAP databases are "fully processed" time to time, for example once in a month with this job. The job is not schedules by default, it must be started manually. BCM Reporting installation, create OLAP database: [OLAP database name] => This is a temporary job for installing the OLAP database. After the job is run, the job should delete itself. Following this job step-by-step in the SQL Management Studio software enables administrators to ensure that the installation procedure has been successful:

1. Step: Create OLAP Database => The database with the defined name should appear in a few minutes. In the figure below the database with a name WDU has appeared.

2. Step: Full process OLAP database => The job fully processes the OLAP database. This step uses a lot of processor capacity and may take up to several hours time.

3. Step: Delete installation job => The job disappears from the job list. This should happen in a few hours, or latest by the next midnight.

3.3. CREATING AND STARTING REPORTING WEB SITE

Make a web site where the Standard Reports package will be installed later on. You can make a web site by installing the Web Server package, use an existing web site (for example the one where Web Administration Tools is installed), or use a wizard in IIS Manager software.

NOTE: The web site must be up and running before you start configuring the Reporting Services component.

3.3.1. INSTALLING WEB SERVER

1. Start the VUA tool.1. Right-click the target system, typically Default system, select the Add Virtual Unit option, and

enter an appropriate name, for example VU_Web_Reporting. In the ASP environment, create a specific virtual units for each customer, and start the VU name with the customer’s name. Click the OK button.

2. Right-click the freshly made VU and select the Web Server software package. 3. Enter the required information. Mandatory information fields are displayed with yellow color,

immutable items cannot be changed later on: IP address of the virtual unit (immutable) => Enter the IP address.Web server site name (immutable) => Enter the virtual unit’s name. NOTE: always use the virtual unit’s name, otherwise the installation will not work.Use Windows authentication (yes/no) => We recommend the ‘yes’ option.Default language => Let the default value ‘English’ remain, the option is irrelevant for reporting.Log file directory of the Virtual Unit => Define the location of the log files.


ADMINISTRATION GUIDE3.3.2. STARTING WEB SITE

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Default time zone => Enter the system time zone. Note that logs are always written as UTC. Make sure you give the same time zone as the Default time zone also when creating parallel VUs for other time zones.TCP port number for HTTP => The default value is 80. Change it if for example a company policy forces to use another port.TCP port number for HTTPS => The default value is 443. Change it if for example a company policy forces to use another port.Windows user account for running Web related processese => Domain account name.Password of the Windows user account => The password must be entered always when the Web Server is installed for the first time in a virtual unit, or if the user account has been modified. If other changes are made to the virtual unit, the password is not obligatory.

4. Click the Save Variables button.5. Select the virtual unit and select Software > Apply all changes to host options.

3.3.2. STARTING WEB SITE

1. In the IA tool, select Monitoring > Go Offline. 2. Make sure that the current HAC Node (the physical server) has been added to the system

mode.3. Right-click the Virtual Units option in the system model and select Add > SAP BCM Web

Server Virtual Unit.4. A dialog box appears, enter the information:

Name of the virtual unit => Enter the same name as you gave in the VUA tool above.IP address of the virtual unit => Enter the same address as you gave in the VUA tool above.Subnet mask for the IP address => Use the default subnet mask number.HTTP path to a web page => Use the default value /getwcstatus.htm. Name of the IIS Site => Enter the same name as you gave in the VUA tool above.

5. Right-click the Hosts option under your virtual unit and select Add Instance and select the node.

6. Select the options Monitoring > Connect. Make sure that the Web Server virtual unit is running (green triangles displayed).

3.4. CONFIGURING REPORTING SERVICES SQL COMPONENT

Configuring the SQL Reporting Services component creates the ReportServer and Reports directories in the web site created above. Make sure you proceed in the right order, and that all steps are carried out:

3.4.1. Prerequisites for RS configuration (page 17)3.4.2. Starting the Reporting Services Configuration tool (page 17)3.4.3. Configuration steps (page 18)3.4.4. Checking configuration before proceeding (page 26)


ADMINISTRATION GUIDE3.4.1. PREREQUISITES FOR RS CONFIGURATION

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3.4.1. PREREQUISITES FOR RS CONFIGURATION

CAUTION: Note the following items before starting the RS configuration:

Always configure the SQL Reporting Services component after you have created and started the web site and before you have installed the Standard Reports package. Installing the Standard Reports package modifies the Reporting Services configuration further.If you have several customers, make sure that the configuration is pointing to the right customer-specific SQL instances and web sites. See the chapter 3.7. Creating ASP environment (page 31) for further information.If you are using the environment where the SQL Reporting Services component has been installed earlier, the ReportServer and Reports directories may exist already and you cannot configure them properly. Remove the existing ReportServer and Reports directories in the IIS manager from the default IIS site and from the Application Pools folder. Restart the IIS and continue by creating new ones.If the virtual directories Reports and ReportServer are created on different web sites, all configuration changes (made by installation) are reset to file RSWebApplication.config. This case the Standard Reports package must be re-installed.If the SQL Reporting Services component configuration does not succeed, see the chapter Troubleshooting 5. Troubleshooting (page 43).

3.4.2. STARTING THE REPORTING SERVICES CONFIGURATION TOOL

NOTE: The web site must be up and running before you start configuring the Reporting Services component.

Select the options Start > Programs > Microsoft SQL Server 2005 > Configuration Tool > Reporting Services Configuration:


ADMINISTRATION GUIDE3.4.3. CONFIGURATION STEPS

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3.4.3. CONFIGURATION STEPS

The Configure Report Server dialog window appears. Go through the following options in the navigation pane on the left.

1. Server Status => If no server has been defined earlier, the dialog window appears. Enter the machine and instance names of the SQL server where the ReportingServer component is installed.

After this, or if the server has been defined earlier, the view tells the SQL instance status. Make sure that it displays the server/instance name you are going to use.

2. Report Server Virtual Directory

CAUTION: No special characters can be used in names, not even the $ character.

Name => ReportServer.Website => Select the web site you created above (3.3. Creating and starting reporting web site (page 15)).



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3. Report Manager Virtual Directory => Name => Reports.Website => Select the web site you created above (3.3. Creating and starting reporting web site (page 15)).

CAUTION: Do not use the selection Apply default settings. It restarts the web site, and for successful configuration the web site must be running all the time.



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4. Windows Service Identity => Define the account for the ReportServer virtual directory update:

Make sure that the service name and account are as you defined them above.Select the Windows Account option. Enter the account name with the domain name, for example TRAINING\Administrator, and the password.Click the Apply button.A pop-up window may appear, select there the Current User - Integrated Security credentials type and click the OK button.



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5. Web Service Identity => Define the used application pool. In the clean install all information should be right already:

Select the DefaultAppPool option to select the default application pool for both the Report Server and Report Manager services.Click the Apply button.



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6. Database Setup => Define the connection to the report server database. If there is no appropriate database, click the New... button to create the new one:

Specify the SQL Server instance.Use the Current User - Integrated Security credentials type. Use the database name ReportServer.Let the language setting remain in the default value.

Click the OK button.

When the database appears: Select the Windows Credentials type.Enter the Account name in complete format with the domain name and password. Click the Apply button.Click the OK button.

Accordingly, if the database already exists, select it from the pull-down list and click the Connect button, add the credentials and click the Apply button.



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7. Encryption Keys => Define a password and back-up file for the encryption key, click the OK button.



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8. E-mail settings => If you want subscribe reports to be automatically sent to your e-mail, configure the e-mail settings. The receiver e-mail address is given when the subscription is entered:

Sender Address => Enter any name which you recognise as a sender of reports.Current Delivery Method => Use SMTP server.SMTP Server => Enter the name or address of the systems mail server.


ADMINISTRATION GUIDE3.4.4. CHECKING CONFIGURATION BEFORE PROCEEDING

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9. Execution Account => Define the account that performs some unattended operations.Check the Specify an execution account check box.Enter the account name and the password twice.Click the Apply button.

3.4.4. CHECKING CONFIGURATION BEFORE PROCEEDING

Make sure that there are no red icons in the navigation pane on the left of the configuration tool. If they exist, make the configuration again.Check that the http://MYSERVER/reportserver exists before you start the Standard Reports installation. If it does not, configure the Reporting Services component again.On the contrary, the http://MYSERVER/reports typically does not exist before the Standard Reports installation: If a non-default ip address has been assigned for the web site (for


ADMINISTRATION GUIDE3.5. INSTALLING STANDARD REPORTS PACKAGE

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example, a web site with a virtual ip address is used), the site http://MYSERVER/reports can be up and running only after the file RSWebApplication.config has been modified by the Standard Reports installation.

3.5. INSTALLING STANDARD REPORTS PACKAGE

The Standard Reports package contains the default reports and their localization files. It requires that the package Web Server is installed in the same virtual unit.

NOTE: Always install and start the Web Server package, and configure the SQL Reporting Services component before installing Standard Reports package.

NOTE: When you are updating the software packages, the Standard Reports package can be updated only after the the web site has been restarted.

NOTE: Make sure you set the system time zone to be the same as in the rest of the BCM system.

Install the package with the VUA tool.

1. Select the virtual unit you created before (3.3. Creating and starting reporting web site (page 15).

2. Select the menu function Software > Add Software.... A list of available software packages appears.

3. Select the Standard Reports package and enter the required information:Reporting database server address or name => Enter the address or name of the server instance where this package is going to be installed. Analysis Services server address or name => Enter the address or name of the server where the Analysis Services component is installed, typically same as the Reporting Database Server. In the ASP environment, enter the customer specific instance’s name. Reporting services instance name => Enter exactly the path of the server instance where the SQL Reporting Services component is installed, for example PATH:C:\Program Files\Microsoft SQL Server\MSSQL.4\Reporting Services\.

NOTE: The path must be entered and not fetched from the registry, as the server cannot know if the 32-bit or 64-bit registry is used.

Reporting services “Report Server” site address => Address of the reporting services site. The default value is HTTP://$VU_IP$/REPORTSERVER, where $VU_IP$ is the virtual unit’s IP-address. In most cases there is no need to be change this value. If the default web site is used, use name instead of the IP address.



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Reporting services “Report Manager” site address => Address of the reports site. The default value is HTTP://$VU_IP$/REPORTS, where $VU_IP$is the virtual unit’s IP-address. In most cases there is no need to be change this value.Report site name on Reporting services => Enter the name for the site where the reports are viewed, the default value is BCM Reporting. Click the Save variables button.

4. Select Software > Apply All Changes to Host options.



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ADMINISTRATION GUIDE3.6. DEFINING USER RIGHTS FOR VIEWING REPORTS

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3.6. DEFINING USER RIGHTS FOR VIEWING REPORTS

Reports can be browsed at the web site tap:/xxx.xxx.xxx.xxx/reports, where x is the IP address of the reporting web site (virtual unit where the Standard Reports package has been installed). The actual reports can be seen only after the customer is activated in the Reporting Administrator application, see the chapter 4. Reporting Administrator (page 35).

Define the user rights for appropriate users/ user groups in the Internet Explorer software at the Reports site:

1. Select the Home > Properties > New Role Assignment options.

2. Enter the name of the user or group.3. Select the role. Note that the Viewer can only view ready reports, the Browser can adjust the

parameters of the report.


ADMINISTRATION GUIDE3.7. CREATING ASP ENVIRONMENT

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For more information about roles see the Microsoft SQL Reporting Services documentation.

3.7. CREATING ASP ENVIRONMENT

CAUTION: Configuring the ASP environment requires profound understanding of administration and management of SQL and IIS software and servers. Contact support for further information.

In the ASP environment you manage several customer systems in one server, or a server system. The following tasks must be carried out, but notice that depending on your system, some other aspects may need your attention as well. Consider also dedicating a specific server for each customer. Note the following:

You can have only one default instance of Reporting Services on a single SQL Server instance, thus, you must create virtual directories for the ReportServer and Report Manager under a custom specific website. To use a non-default website, you must create the customer specific site first by installing the Web Server package, then select it when you create the virtual directories with the Reporting Services configuration tool, and then test your installation to make sure the report server is available.

NOTE: When placing several customers on the same server, only one static address is used for the translator which defines the report user interface language. Thus, if different languages or customized reports are to be used, such customers must be placed on specific servers.


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NOTE: Installing the Standard Reports package modifies the Reporting Services configuration further. That is why make the steps exactly in this order.

1. Plan the system carefully, especially the names of different virtual units, sites, instances etc. Start the virtual unit names with the customer name, for example Customer1_ so that all virtual units of the same customer are listed after each other:

2. Create instances of the SQL, Analysis Services and Reporting Services components for the first customer.

3. Create a reporting website for the first customer by installing the Web Server package, and start it in the IA tool.

4. Configure the Reporting Services component. Remember to select the customer specific SQL instances and web sites in appropriate settings.

4.1. Report Server Virtual Directory

CAUTION: No special characters can be used in names, not even the $ character.

Website => Select the web site created above.Name => ReportServer.

4.2. Report Manager Virtual Directory Name => Reports.Website => Select the same web site as above.

4.3. Sometimes restarting the Reporting Services SQL service is required.

Now the two web sites, Report Server and Reports, can be found under the defined web site.

5. Continue with the Reporting Services configuration as in the single customer system, see 3.4. Configuring Reporting Services SQL component (page 16) but remember to use the customer specific web site in appropriate settings.


ADMINISTRATION GUIDE3.8. DEFINING TIME ZONES

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6. Install the first customer’s Reporting Database Server and Standard Reports packages in appropriate virtual units as explained in the chapters 3.2. Installing Reporting Database Server (page 11) and 3.5. Installing Standard Reports package (page 27). Remember to select the customer specific SQL instances and web sites in appropriate settings.

7. Repeat the procedure for each customer.

3.8. DEFINING TIME ZONES

NOTE: If your system is used in one time zone only, you do not need to define time zones.

If the system is used in a location where the time zone is different from the location where the Reporting Database Server is, you can add parallel database to the system and report each location using its own office time. Perform the following steps:

1. Configure the zones as explained below in the chapter 3.8.1. Configuring time zones (page 33).

2. Create a new virtual unit for this time zone and install the Standard Reports package, see the chapter 3.8.2. Creating parallel Reporting Services virtual unit (page 34).

3. View reports of this time zone in the normal way 3.8.3. Viewing parallel time zone reports (page 34).

3.8.1. CONFIGURING TIME ZONES

Configuring time zones creates new time links in the data warehouse:

1. To open the Reporting Administrator view, click the option in the CDT - File menu, or browse the administration web site http://xxx.xxx.xxx.xxx/wat, where x is the address of the virtual unit where the Web Administration Tools package has been installed, see the chapter 4. Reporting Administrator (page 35). View the Time zones field in the lower part of the view.

2. Select the time zone from the Time zone list. The default time zone (the zone where the reporting server is located) is displayed with the blue color, and the time zones with a defined time zone are displayed with the green color.

3. Enter the appropriate name. NOTE: The system replaces possible spaces with underscores. 4. Click the Add new button.

Configuring a time zone creates a new OLAP database with the name WDU_<name of the time zone>.


ADMINISTRATION GUIDE3.8.2. CREATING PARALLEL REPORTING SERVICES VIRTUAL UNIT

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3.8.2. CREATING PARALLEL REPORTING SERVICES VIRTUAL UNIT

1. Start the VUA tool.2. Create a new virtual unit and add the software package Standard Reports.3. Enter the exactly same information as for the basic Standard Reports virtual unit (see the

chapter 3.5. Installing Standard Reports package (page 27)) except for the following field: Report site name on Reporting services => Enter a name that differs from the default reporting site and refers to the new time zone, for example BCM Reporting Alaska.

The new virtual unit uses the same web site and Reporting Services configuration, but creates a new folder for the reports.

4. Click the Save variables button and select the options Software > Apply changes to host.

3.8.3. VIEWING PARALLEL TIME ZONE REPORTS

Browse the reports at the web site http://xxx.xxx.xxx.xxx/reports, where x is the IP address of the reporting web site (virtual unit where the Standard Reports package has been installed). The new web site (BCM Reporting Alaska) should appear in addition to the basic one.


ADMINISTRATION GUIDE4. REPORTING ADMINISTRATOR

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4. REPORTING ADMINISTRATORThe reporting is started and data transformation job is configured and controlled in the Reporting Administrator application. Entering the application requires that the Reporting Administrator rights are given in the BCM User Administrator application.

Select the Reporting Administrator option from the list in the CDT:s File menu:

or

Browse the address http://<VU for Web Administration Tools>/wat and enter your BCM username and the password.

The Reporting Administrator tool has two views:

4.1. Administration view (page 35)4.2. DTE Reporting (page 38)

Basic administration tasks:

After installation, start the data transformation process in the Reporting Administrator tool with the following steps:

1. Activate the customer and desired applications.2. Set the starting date of the data to be processed.3. Click the Update button to enable data transformation process in the following night.

4.1. ADMINISTRATION VIEW

The Administration view is for basic administration of the Reporting application, and it consists of the following fields:

1. 4.1.1. Customer (page 36)


ADMINISTRATION GUIDE4.1.1. CUSTOMER

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2. 4.1.2. Applications (page 37)3. 4.1.3. Database connections (page 37)4. 4.1.4. Process messages (page 37)5. 4.1.5. Time zones (page 38)

4.1.1. CUSTOMER

Select the check box in the Customer field to activate the Reporting data collection. The customer name is defined in the VUA tool, it cannot be changed here.

NOTE: If the customer is not activated, no data is transferred, and the Reporting application is inactive.


ADMINISTRATION GUIDE4.1.2. APPLICATIONS

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4.1.2. APPLICATIONS

1. Select the check box in front of the application you want to include in the Reporting in the Applications field. One, two or all three applications can be activated. If the check box is not selected, no data is transformed from this specific application.

2. Define the date since when the data will be processed in the next data transformation job (included in the reports). You can define the date separately for each application.

4.1.3. DATABASE CONNECTIONS

Check and correct the connections to the operative databases here. If the Reporting application has been installed properly, the information is defined already during installation in the VUA tool and no corrections are required.

If the Windows authentication is used (default), do not enter any passwords.

4.1.4. PROCESS MESSAGES

You can define that you receive an e-mail or SMS message when the data transformation process is run, or when errors occur in the DTE process. Messages are sent for DTE actions only, not for the OLAP update.

Enter the e-mail address and/or mobile phone number to the appropriate field. You can also add several addresses or numbers separating them with the semicolon character (;).

NOTE: The e-mail and SMS sending is carried out by the services configured in the basic BCM system. If there are no such services configured, or the connection to the CEM database has failed, no messages can be sent.


ADMINISTRATION GUIDE4.1.5. TIME ZONES

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4.1.5. TIME ZONES

If the system is used in a location where the time zone is different from the location of the Reporting Database Server, you can add parallel database to the system and report each location using its own office time.

Perform the following steps:

1. Select the time zone from the Time zone list. The default time zone is displayed blue, and the configured time are displayed green.

2. Enter the appropriate name. NOTE: The system replaces possible spaces with underscores. 3. Click the Add new button.

Creating a time zone creates a time zone specific OLAP database. To be able to see the reports, create also the parallel virtual unit for other time zones, see the chapter 3.8.2. Creating parallel Reporting Services virtual unit (page 34).

Editing or removing time zones

Select the time zone you want to edit from the Time zone list, edit the name and click the Update button. Accordingly, select the zone to be deleted and click the Delete button.

NOTE: The time zone specific OLAP database is not deleted when the time zone is removed. Delete it separately in the SQL Management Studio. You cannot create a new OLAP database with the same name.

4.2. DTE REPORTING

After every data transfer job for a certain application, a report row is logged into the APO database. The job reports are displayed in the DTE reporting view, and individual jobs can be selected for further observation.

NOTE: After the actual DTE job, the OLAP cubes are updated. Thus the reports are not available immediately after the DTE job end.


ADMINISTRATION GUIDE4.2. DTE REPORTING

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The columns in the DTE Reporting view are:

Step ID => A unique identifier for each DTE jobApplication => Task manager, Absence information or CSS reporting application, or RDI if statistic data is collected for the Reporting Data Integration interface.Start date for data => Date and time when operational data for the process step has started.End date for data => Date and time when operational data for the process step has ended.Rows => Number of rows in the fact table.Exceptions => Number of exceptions taken place in the process step.Status =>

OK (green).CHANGED => The Start date of data value has been changed (blue).PROCESSING (blue).MANUAL OK (green) => The row has been processed manually.MANUAL PROCESSING (blue) => The row is processed manually.FAILED (OLAP UPDATE only, red)More detailed processing info for CSS REPORTING (blue)


ADMINISTRATION GUIDE4.2. DTE REPORTING

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By clicking a row you can see the details of a step in the Data transformation details frame.

Step ID => Data transformation step identification (a consecutive number of steps).Application => Name of the application, Task manager, Absent Information or CSS Reporting.Start date for data => Date and time when operational data for the process step has started.End date for data => Date and time when operational data for the process step has ended.Start time of process => Starting time of the data transformation process.End time of process => Ending time of the data transformation process.Process Duration => Duration for the data transformation job in the format hh:mm:ss.Added data rows => Number of rows added in the fact tables.Exceptions => Number of exceptions which are omitted from each application’s data transformation process. See the log files to investigate more profoundly the omitting reasons.

Refreshing view

The view can be refreshed automatically every minute, or manually by clicking the Refresh button. To activate or deactivate the automatic refreshing:

1. Right-click the right end of the message bar at the bottom of the view. 2. Click the button Activate auto-refresh/Deactivate auto-refresh:

The auto-refresh is followed with a counter with 5-second steps.


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4.2.1. DELETING JOB DATA

Roll back of the DTE job deletes information from the data warehouse and DTE job log information from the APO database. This may be necessary to save disk space or rerun a failed data transformation process.

1. Click the Roll back button.

2. The software asks for confirmation: click the OK button to delete the defined information or the Cancel button to cancel the deletion.

3. The selected information is not removed from the OLAP cubes. Refresh the OLAP database manually to update the information also there. Refreshing updates the entire cubes, daily process adds only the current day’s data:

Open the Microsoft SQL Server Management Studio software and connect the Analysis Services server. Right-click the OLAP database (by default WDU) and select the Process function.

NOTE: Do not roll back currently on-going DTE jobs.

NOTE: You cannot roll back initialization jobs.

4.2.2. EXCEPTION LOGS

You can view exception logs for the DTE jobs that included some events that were not successfully transformed in the process.

1. Click the Exceptions button to open the DTE exception log dialog window.

2. The Exception log web page dialog appears with the following information:Exc. ID => Consecutive numbering of exceptions.ID => The event ID. In the Task Manager application it is the task id, in the CSS Reporting application it is the GUID.


ADMINISTRATION GUIDE4.2.2. EXCEPTION LOGS

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Application => Name of the application, Task manager, Absent Information or CSS Reporting.Registration date => In the Task Manager application it is the creation date and time of the task, in the CSS Reporting application it is the connection/disconnection time.Message => Description of the error.

3. Select one of the rows for closer view in the Exception details field. Items displayed in those fields are the same as in the columns.

4. Click the Copy button to copy the logs to the clipboard for to be viewed in other applications.5. Click the Clear button to clear the exception logs of all applications ever since the beginning

of the system use until the set date or current date.


ADMINISTRATION GUIDE5. TROUBLESHOOTING

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5. TROUBLESHOOTINGThis chapter introduces some special occasions that may require attention:

5.1. Installation troubleshooting (page 43)5.2. Re-installing IIS (page 44)5.3. Reading and writing rights for domain account (page 46)5.4. Empty report alerts (page 47)

5.1. INSTALLATION TROUBLESHOOTING

Installation may fail typically for two main reasons:

5.1.1. Problems in Reporting Database Server installation (page 43)5.1.2. Problems in Reporting Services configuration (page 44)

5.1.1. PROBLEMS IN REPORTING DATABASE SERVER INSTALLATION

See and follow the instructions in the chapter 3.2. Installing Reporting Database Server (page 11).

If the BCM Reporting installation, create OLAP database: [OLAP database name] job remains long time after successful installation, the reason may be:

1. OLAP database is still being created or processed. Job exists, but it may not have any history or has history of the first step (Create OLAP Database)

2. If there is already an OLAP database with the same name, a job has history description The database with the name of '[OLAP database name]' already exists in the [OLAP server] server. In that case:

If you really have the OLAP database in same version (you are updating an exisiting system), you can delete the job from job list (or leave it, it will delete itself on midnight).If you do not have the same OLAP database version:

Take a backup of existing OLAP database with current data.Delete the current OLAP database.Start the job from step 1 to create and process the OLAP database

3. If you have multiple OLAP databases for different timezones, you may need to upgrade other OLAP database(s) as well:

Take a backup of existing time-zone-related OLAP database with current data.Delete the current time-zone-related OLAP database.

In the Reporting Administrator application, select specified timezone and click the Update button. This will create a new job, which creates and processes new OLAP database.


ADMINISTRATION GUIDE5.1.2. PROBLEMS IN REPORTING SERVICES CONFIGURATION

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NOTE: Each time you update timezone(s) in the Reporting Administrator application, the process creates a new job (or replaces the job with same name). If the OLAP database already exists, job will fail for with the messageThe database with the name of '[OLAP database name]' already exists in the '[OLAP server]' server". Job will delete itself on next midnight.

5.1.2. PROBLEMS IN REPORTING SERVICES CONFIGURATION

Perform the following steps exactly in this order:

1. 3.2. Installing Reporting Database Server (page 11)2. 3.3. Creating and starting reporting web site (page 15)3. 3.4. Configuring Reporting Services SQL component (page 16)4. 3.5. Installing Standard Reports package (page 27)

CAUTION: Trying to do things in wrong order will fail the installation.

Before carrying out the step 3.4. Configuring Reporting Services SQL component (page 16), make sure all the prerequisites are fulfilled as listed in the 3.4.1. Prerequisites for RS configuration (page 17).

CAUTION: Trying to configure Reporting Services in a system that does not fulfill the listed prerequisites, for example if old virtual directories exist, or the web site is not running, may fail the configuration.

Try also following:

Configuring the Reporting Services component may fail when it is done for the first time. Try to make the configuration again.After configuration, always check the confoguration as explained in the 3.4.4. Checking configuration before proceeding (page 26).

5.2. RE-INSTALLING IIS

If you for some reason need to reinstall the IIS software, you must do the following tasks after installing the IIS software:

1. Re-configure the Reporting Services component as explained in the chapter 3.4. Configuring Reporting Services SQL component (page 16).

2. Allow the ASP.NET v2.0.50727, or later version.

5.2.1. ALLOWING ASP.NET APPLICATION

1. Open the IIS Manager application and select the Web Sites > Web Service Extensions.2. If the web extension named ASP.NET v2.0.50727 exists, select it and click the Allow button.3. If it does not exist:


ADMINISTRATION GUIDE5.2.1. ALLOWING ASP.NET APPLICATION

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Create new web service extension and name it ASP.NET v2.0.50727 (or later) version.Right-click ASP.NET v2.0.50727 extension and select the option Properties.Select the tab Required Files, and enable the required files:


ADMINISTRATION GUIDE5.3. READING AND WRITING RIGHTS FOR DOMAIN ACCOUNT

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5.3. READING AND WRITING RIGHTS FOR DOMAIN ACCOUNT

After SQL Reporting Services configuration, the two virtual directories, Report Server and Reports, can be found in the IIS manager under the web site that is created for the Standard Reports package.

Make sure the domain account you are using has reading and writing rights for these web sites:

Right-click the web site and select Properties, and the Virtual Directory tab.Check the Read and Write options and click OK:


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5.4. EMPTY REPORT ALERTS

If there is no appropriate data available for the set parameters, the Internet Explorer may send repeating messages Object required:

To avoid unnecessary error messages set off the Internet Explorer > Internet Options > Advanced > Disable Script Debugging (Internet Explorer) option:


ADMINISTRATION GUIDE5.5. CREATING OLAP DATABASES WITH SAME NAME FAILS

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5.5. CREATING OLAP DATABASES WITH SAME NAME FAILS

It is not possible to create another OLAP database with the same name. For example, when a time zone is removed, the corresponding OLAP database remains. When a time zone with the same name is re-configured, the configuration fails because there is already an OLAP database with that name.

Delete OLAP cubes in the SQL Management Studio if that is necessary.


ADMINISTRATION GUIDE6. GLOSSARY

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6. GLOSSARYABBREVIATION (TERM) DESCRIPTION OR SYNONYM3G (third generation) A level of development related to wireless technologies. The

preceding 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 caller’s 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 the CEM 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 the Internet.

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 party does 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 and predefined 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 the MS 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 if Reporting 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.

ABBREVIATION (TERM) DESCRIPTION OR SYNONYM



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

DTE (Data Transformation Engineer) A tool that runs the transformation process in the Reporting 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 the Reporting 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 for Reporting and Online Monitoring applications. It is installed automatically when the CEM Database or 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) A Microsoft server 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 the Internet.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. This ActiveX component 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 for Microsoft Windows Installer packages.MTD (Multiterminal Desktop) Functions for defining multiple terminal devices for receiving

inbound 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 the Reporting 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.




29.1.2009

POP (point-of-presence) An internet access point which has a unique IP address and provides access to the rest of the Internet.

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 for Reporting 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 Administrator application) or personal (created in the CDT or CTM application).

SIP (Session Initiation Protocol) A standard protocol for audio, video, data, internet phone, and VoIP 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. This ActiveX component is installed on a client workstation.

User Administrator An administration application where user accounts and their rights are created and maintained.

UTC (Coordinated Universal Time) The standard time system used in the software. Times in different time zones are calculated in relation to the UTC time.

WLAN (wireless local area network) A group of computing devices which are used over a wireless link within a limited geographical area.

Voicemail Traditionally a telephone answering service where callers can leave messages into a voicemail box. Also an application in the BCM system.

VoIP (Voice over internet protocol) A method for transferring voice signal over the Internet.VPN (virtual private network) A method for offering remote users secure access to a network.VU (virtual unit) A group of technical services that are managed as a single unit.

Related to the system infrastructure. BCM software is installed in the virtual units that have redundant instances on two or more physical computers. HAC controls that one of the instances is active at a time.



reporting admin

Documents

limited geographical area

company policy forces

data staging area

data transformation engine

sql management studio

creating parallel vus

save variables button

bcm reporting alaska