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In my previous blog post about SAP BCM I shared an option to develop and use of satisfaction IVR: Satisfaction IVR with SAP BCM and SAP CRM. There I’ve stated that I was waiting for new features coming with SAP BCM 7.0. And with each relase they are coming and coming. Today running through release notes of SP4 for BCM 7.0 (Note 1734594 – BCM 7.0 SP04 Support Package Release; thanks to Glenn Abel  ๐Ÿ™‚ ) I found out that mentioned feature was implemented along with other useful (in my opinion) improvements. So I’d like to share some highlights from new SP.

Survey IVR

This is now s standard functionality which I needed to develop in version 6.0 on project basis. But SAP BCM folks made it in much better way than I did. I’ll just quote:

With IVR, you can make a survey where you ask your customer’s opinion after a contact center call. Survey is carried out with two IVR applications: with the opt-in IVR you ask permission to make the survey, and with the survey IVR you run the actual survey.

Users can analyze such survey results using script report in standard BCM Online Monitoring and Reporting. Also there are examples available in standard delivery. You just need to define IVR numbers for them in your system. More information can be found: Survey IVR.

SAP BusinessObjects Reports

SAP BusinessObjects Reports are now officially available. To be honest, it was possible to use them for a quite long time, but now they are officially distributed. So there are two options available for standard SAP BCM reports: Microsoft Reporting Services or SAP BusinessObjects. More information: Reports with SAP BusinessObjects.

Call Recording: File compression and stereo option

From SP4 it’s possible to choose which file format is used to store recordings. Options are PCM or GSM. Also it’s possible to store recording in stereo. It only works with PCM. More information: Configuring Recording Settings.

OII: File name of recording in CAD

This improvement wouldn’t have caught my eye. But it did because back again to version 6.0 we’ve implemented the similar functionality. But certainly, in other way. 😏 Another quote:

OII now sends the file name of a recording created using the server-side recording method via the call attached data (CAD). This means that SAP CRM can retrieve a particular call recording and attach or link it to CRM Interaction Record.

So now the file name comes from BCM via CAD. And the name can be easily stored somewhere on CRM side. It gives users a such desired option to listen to the recording right from SAP CRM Interaction Record in UI. It’s really cool! Because what we’ve done with BCM 6.0 was:

  • We’ve created a stored procedure in BCM database. It receives a guid and return back the file name retrieved from DB.
  • We’ve set out this stored procedure from MS SQL server as a web service (quite painful, I need to say, but only for the first time ๐Ÿ˜‰ ).
  • Than we’ve been consuming this web service on CRM side whenever user wants to listen to the recording.

Now it’s much easier!

I have not got a chance to try all these things yet. But anyway, which features (you personally think) are missed in SAP BCM? Or could you suggest any improvements which you’re waiting for? Please, fill free to share in comments!

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6 Comments

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  1. Former Member

    Hi Andrei,

    Nice view of the new’s functionality.

    One point that some client’s ask is the ability to have different promps for voicemail.

    Another point it’s the ability to define outbound queues whiteout the use of marketing campaigns.

    Nuno

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    1. Former Member

      Hi Nuno,

      this was always possible for personal voicemails of a user and with BCM 7.0 SP4 you can have also personalized Queue Voicemail prompts.

      this is the information form the SP release note:

       

      CSS 713063 2012, 2693144 2012 Voicemail Greeting for Queues

       

      It was not possible to customize the voicemail message of a queue because Voicemail IVR did not support queue voicemails (no PIN code). This has been fixed and with this fix authorized persons are able to call a queue voicemail box and record the greeting.

      I hope this is what you are looking for.

      B RGDS,

      Gregor

      (0) 
      1. Former Member

        Hello Gregor,

        Thanks for the answer,

        yes we know that we can configure for personal.

        I was referring for queue Voice-mail prompt.

        And great to know that SP4 will be able to configure different voicemail sounds per queue.

        Best Regards,

        Nuno

        (0) 
  2. Former Member

    Thank you Andrei, you have very interesting stuff here.

    I would like to read more about the Survey IVR capabilities of SP4, but the link “More information can be found: Survey IVR” seems to be broken. Could you please give a working URL?

    Best regards

    Markku

    (0) 

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