Client Workstation Guide Document version: 7.2 2014-09-02
Document History Caution Before you start the implementation, make sure you have the latest version of this document. You can find the latest version at the following location: service.sap.com/instguides SAP Solution Extensions SAP Contact Center Version 7.0 7.0 Guides. The following table provides an overview of the most important document changes. Table 1 Version Date Description 00[Versio n number] 2011-06-06 Initial Release 01 2011-10-13 7.0 SP01 Added chapters about starting the administration workstation (IA and SC), installing Calendar Integration, and using 6.0 and 7.0 versions on one workstation. 02[Versio n number] 2012-04-26 7.0 SP03 Updated Convergence prerequisites 03 2012-08-20 Internet Explorer configuration edited and added mctabuff as prerequisite for Online Monitoring. CDT logging text revised. 03.1 2012-11-07 Internet Explorer configuration edited, and added chapter about malware protection programs. 04.0 2013-02-15 about power saving settings for USB devices added. Instructions for MSI packages enhanced. 5.0 2013-06-17 SP05: IE 10 and Java 7 support added, prerequisites edited 6.0 2013-09-20 SP06: Client Workstation Components installation updated. Added section SAP Cloud for Sales and Service Integration. 6.1 2014-01-03 Windows 8 instructions added, device adaptor instructions updated, IE configuration for SAP Cloud added. 6.13 2014-02-19 Visual C++ Redistributable for Visual Studio 2012 must be 32-bit..NET version can be 4.0 compatible. Clarified cloud integration a bit more. 6.2 2014-04-04 References to Cloud Edition added. 7.0 2014-06-10 Product name changed to, auto-update function added, all log files changed to type.log, C4C integration updated 7.1 2014-08-20 Added information to Starting IA or SC with Web Start on IE starting to block out-dated ActiveX controls, and to Internet Explorer Configuration about the issue with Internet Explorer update MS14-037 (kb2962872). 7.2 2014-09-02 Corrected information about recorded files. 2 All rights reserved. Document History
Content 1 Introduction... 5 2 Starting IA or SC with Web Start... 6 3 Taking End-User Applications into Use... 9 3.1 Communication Desktop (CDT)... 9 3.2 Convergence... 10 3.3 Calendar Integration with Microsoft Outlook... 11 3.4 Online Monitoring... 12 3.5 Reporting... 13 3.6 SAP Cloud for Customer Integration (C4C)... 13 4 Installation of Client Components... 16 4.1 Client Components... 16 4.2 Taking Auto-Update into Use... 19 4.3 Installing Client Components on One Workstation from MSI... 20 4.4 Installing Client Components with Group Policies... 22 4.5 Using Different Versions on Same Workstation... 22 5 Internet Explorer Configuration... 24 5.1 Configuring IE Security Settings with Group Policies... 24 5.2 Configuring IE Security Settings on One Workstation... 25 5.3 Appearance of User Interfaces in Internet Explorer... 27 5.4 Interference from Malware Protection Programs... 27 6 Certificates on Client Workstations... 28 6.1 Using Client Certificates for User Authentication... 28 6.2 Providing Trusted Root for Server Certificates... 28 6.3 Checking Certificates Installed on Workstation... 29 7 Auto-Start... 30 7.1 Configuring Auto-Start with Group Policies... 30 7.2 Configuring Auto-Start on One Workstation... 30 8 Installing Audio Devices and Video Cameras... 32 9 Calls Recorded at Client Workstations... 33 10 Log Files Saved on Client Workstations... 34 10.1 CDT Logs... 34 10.2 Convergence Logs... 35 10.3 Terminal Logs... 35 10.4 ClientCOM Component Log... 35 Content All rights reserved. 3
A Reference... 37 A.1 Documents... 37 4 All rights reserved. Content
1 Introduction This guide describes how to set up a client workstation for different end-user applications, and the files that are written at the workstation during the use of the software. For the planning and installing servers and various applications, see the Installation Guide document. For the configuration of the system and its users, see System Configurator application help. For the basic installation and administration of your computer, its operating system and other prerequisite software, refer to the documentation of the computer and corresponding software. Some of the functions described in this guide may not be implemented in your system, or you may not have permission to use some of the functions. Furthermore, your system may include separately implemented customer-specific features that this guide does not cover. Contact the supplier or administrator for more information. Caution The software users (service providers and end-users) are fully responsible for ensuring that the services provided using this software do not violate or are not used in contravention of local legislation. The software users must acknowledge that the software collects identification data for enabling the services and their invoicing, security and troubleshooting, protecting the services against misuse and misappropriation, and further improvement of the software and services, and they must assume the full responsibility for the use of the collected data. Introduction All rights reserved. 5
2 Starting IA or SC with Web Start We recommend starting the System Configurator (SC) and Infrastructure Administrator (IA) with the web start that can be launched from the Remote Administration Tools web page. Using web start ensures that the newest installed software package is used. Prerequisites At least the databases, and virtual units where Remote Administration, Agent Server, and Connection Server packages are installed, and up and running. Java SE Runtime 6, 7 (as of 7.0 SP05, only), or 8 (as of 7.0 SP07, only) 32-bit edition must be installed on the computers where Infrastructure Administrator (IA) or System Configurator (SC) is used. 32-bit edition must be used also on 64-bit servers. You must have appropriate authentication: In IA, the monitoring view opens without credentials, but editing the system model, and saving that, requires HAC Administration User credentials. In SC, only the user accounts with administrator rights are enabled to enter. For SC only: An appropriate certificate must be installed and configured on the Connection Server. If a selfsigned certificate is used, the certificate must be installed also to the client workstation trusted root. Use 32-bit IE for launching web start. Occasionally, downloading the new version jar file does not succeed but the Java web start uses the old jar file from the Java cache, and the web start does not work. In that case, clear the Java cache in the following way: 1. Choose Start Control Panel Programs Java. 2. In the tab General, choose Temporary Internet Files View. 3. Choose System Configurator or Infrastructure Administrator, and click the Remove selected item button. From the version 7.0 SP05 on you can have Java 6, or Java 7, or both versions simultaneously. If you have first had both versions, after removing Java 6, Java 7 may not work properly. In that case, remove both versions and reinstall 7. 6 All rights reserved. Starting IA or SC with Web Start
Microsoft has informed that on September 9th 2014, Internet Explorer starts blocking out-of-date ActiveX controls. This does not affect end-user applications but Infrastructure Administrator and System Configurator users may encounter this in environments where the following Java versions are used: Java SE 6, everything below (but not including) update 81 Java SE 7, everything below (but not including) update 65 Java SE 8, everything below (but not including) update 11. If this may happen, note that: IE does not block the usage but displays a warning. You can choose to use the blocked Java by selecting Run this time. Blocking is not applied to Local Intranet Zone or Trusted Sites Zone. Make sure that the Remote Administration Tools site is on appropriate zone. Install the prerequisite software security updates when available. Procedure Infrastructure Administrator 1. Open you browser and go to the address [Website VU]/remoteadmin (or the virtual unit where Remote Administration Tool package has been installed). 2. To start the application, click the Infrastructure Administrator button. 3. The Infrastructure Administration monitoring view opens. To make changes to the system model, choose Connection Connect, and enter user name and password of the Windows account dedicated for system administration. System Configurator 1. Open you browser and go to the address [Website VU]/remoteadmin (or the virtual unit where Remote Administration Tool package has been installed). 2. To start the application, click the System Configurator button. 3. A dialog window opens; enter your account user name and password. The default values are Admin and 12345678. The password must be changed at first logon, the new one must be at least 8 characters long. 4. Click Log On. Troubleshooting If the System Configurator does not open: 1. Make sure that during Remote Administration Tools package installation, the variables Connection Server IP Address, Connection Server Port Number, and Connection Server Certificate Common Name are properly defined. To view and change these definitions, click the Connection opening icon. 2. Make sure that the Connection Server-related certificate is properly installed, configured, and can be found in Trusted Root. Advanced Use In ASP environment, where several independent systems may locate on same servers, you can define additional connections so that you can start each system s SC from the same Remote Administration Starting IA or SC with Web Start All rights reserved. 7
Tools page. Make sure you define all items of a connection right for that connection, and make sure that the web start is of the same or newer software level than the software it is connecting to. To define more connections: 1. To open the connection view, click the opening icon. Define the following items: Connection Name: Enter free-form text, for example the customer name, such as ACME. IP Address: Enter the Connection Server s IP address. Port: Enter the Connection Server s port, the default value is 21002. Certificate: Enter the Connection Server certificate s common name. 2. Click Save. To delete a connection defined for reaching other systems SC, choose the connection from the pull-down menu, click the opening icon, and choose Delete. 8 All rights reserved. Starting IA or SC with Web Start
3 Taking End-User Applications into Use Each application has its specific requirements, see the following sections Convergence [page 10] Communication Desktop (CDT) [page 9] Calendar Integration with Microsoft Outlook [page 11] Online Monitoring [page 12] Reporting [page 13]. Additionally SAP Cloud for Customer Integration [page 13] can be used with CDT or Convergence. 3.1 Communication Desktop (CDT) Prerequisites Software prerequisites: Microsoft Windows Vista, or Windows 7 or 8* operating system and Internet Explorer 7, 8, 9, 10 or 11. Make sure that there are no 3rd party Internet Explorer add-ons, such as Google toolbar, nor other VoIP solutions, such as Skype, installed on the workstation. These 3rd party software can block CDT from opening, or affect the sound quality. Configure the Internet Explorer security settings as defined, and see also settings affecting the UI appearance [page 27]. If client certificates are used for user authentication, or a trusted root is required for server certificates, install the appropriate certificate on the client workstation. See the section Certificates on Client Workstations [page 28]. * See Windows 8 limitations below. Procedure 1. Install the terminal component on the client workstation. See the chapter Installation of Client Components [page 16]. 2. Configure Microsoft Internet Explorer software: Add the website to the trusted sites. Use the address of the virtual unit where the Web Clients package has been installed. Adjust the Internet Explorer security settings so that the system works but the maximum security is ensured, see the chapter Internet Explorer Configuration [page 24]. 3. Make sure that there are appropriate audio devices, and optionally a video camera installed on the client workstation. See the chapter Installing Audio Devices and Video Cameras [page 32]. Taking End-User Applications into Use All rights reserved. 9
Make sure that the power saving setting of the operating system does not turn the USB device off when it is inactive (see the settings MyComputer > Properties > Hardware > Device Manager > Universal Serial Bus controllers > USB Root Hub-Properties > Power Management). If the settings are available in BIOS, make sure the USB legacy settings are enabled and the USB mouse and keyboard are supported. 4. To start the CDT, browse to the virtual unit address where the Web Clients packages has been installed, http://[website VU/cdt, and enter username and password. Additionally, it is possible to configure CDT to start automatically at user logon, see the chapter Auto- Start [page 30]. Limitations with Windows 8 CDT does not support Tiles (formerly also known as Metro mode) but Windows 8 Desktop only. If you try to start CDT from Tiles, a message tells that it is not possible: 1. Click the Page tools button in the lower-right corner of the screen. 2. Select View on the desktop. 3.2 Convergence If you have an earlier version of the Convergence, remove it with Start Control Panel Add and Remove Programs. Prerequisites Microsoft Office 2007/2010, 32-bit Microsoft.NET framework, 32-bit, the newest 4.0 compatible version Visual C++ Redistributable for Visual Studio 2012, 32-bit Microsoft Office 2007/2010: Primary InteropAssemblies Redistributable Make sure that there are appropriate audio devices installed on the client workstation. See the chapter Installing Audio Devices and Video Cameras [page 32]. Make sure that the power saving setting of the operating system does not turn the USB device off when it is inactive (see the settings MyComputer > Properties > Hardware > Device Manager > Universal Serial Bus controllers > USB Root Hub-Properties > Power Management). If the settings are available in BIOS, make sure the USB legacy settings are enabled and the USB mouse and keyboard are supported. 10 All rights reserved. Taking End-User Applications into Use
Procedure 1. Install the terminal_core_7.0.x.x.msi or 7.0.x.x_CloudEdition.msi package according to your edition. Install also required handset adapters. See the section Installation of Client Components [page 16]. 2. To install the actual Convergence software, copy the convergence V2.msi package to an appropriate directory, for example C:/SAP/ContactCenter. 3. Double-click the convergence V2.msi package, and follow the instructions. When Convergence is started for the first time, it asks the Host Address. Enter the address and port of the virtual unit where the Web Clients package has been installed, for example <Website VU>:1080. 3.3 Calendar Integration with Microsoft Outlook Prerequisites The following software must be installed on each workstation where Calendar Integration with Microsoft Outlook is going to be used: Microsoft Outlook 2007 or 2010, 32-bit Microsoft.net framework, 4.0 compatible Visual C++ Redistributable for Visual Studio 2012 Microsoft Office 2007/2010 (correspondingly): Primary InteropAssemblies Redistributable Procedure 1. Install the terminal_core_7.0.x.xx.msi package. If telephony functions are used from the same workstation, install also the proxy component and possible required device adapters. See the section Installation of Client Components [page 16]. 2. Install the CalendarIntegration.msi package. Before installation remove any older version of the software. To install on an individual workstation: 1. Close MS Outlook. 2. Copy the CalendarIntegration.msi from the Client Workstation Components package to an appropriate directory, for example C:/SAP/ContactCenter. 3. Double-click the MSI package and follow the instructions. 3. Start the MS Outlook application. If you have installed the application for the first time, when you open a calendar event in MS Outlook, the dialog window prompts for the host address. Enter the website address and port (the virtual unit where the Web Clients package has been installed), for example 1.2.3.4:1080. When the server connection is found, the Logon window appears: Username: Enter the username configured for your user account. Password: Enter the password configured for your user account. Choose Logon. 4. Restart the MS Outlook software. Taking End-User Applications into Use All rights reserved. 11
3.4 Online Monitoring Prerequisites Microsoft Windows Vista, or Windows 7 or 8 operating system; Internet Explorer 7, 8, 9 or 10. The Scalable Vector Graphics (SVG) plug-in is required for viewing certain reports of the Online Monitoring application. For IE versions 8.0 and earlier, download the plug-in from the Adobe web site. You may need to restart your browser before viewing SVG graphics. IE versions 9.0 and later include a SVG viewer, and no separate installation is required, but to enable the viewer, make sure that the monitoring site is not in the compatibility mode. Most cases can be corrected by choosing in IE Tools Compatibility View Settings, and remove the selection Display Intranet Sites in Compatibility View. Make sure that the mctabuff component is installed on the computer, see Installation of Client Components [page 16]. The user must have appropriate access right defined in System Configurator. Rights can be defined either directly for a user, or indirectly for a role or a group. The following ones are used in Online Monitoring: Statistics Summary: This option means that a user can see aggregated summary statistics for agents and queues, such as how many calls agents are handled today, or how many calls has arrived to queue today. Statistics Detail: This option means that a user can see detailed statistics for agents and queues, such as the Contact View. Summary rights are included in these rights. Supervisor-Related rights. They enable supervising other agents with Supervising Tools. See also the settings affecting the UI appearance [page 27]. Procedure 1. To start the Online Monitoring, browse to the [Website VU]/monitor (address of the virtual unit where the Monitoring Web Client has been installed). or 1. Choose in CDT File Online Monitoring (if the link is enabled by administrator in System Configurator). Online Monitoring does not support Tiles (formerly also known as Metro mode) but only Desktop in Windows 8. If you try to start Online Monitoring from Tiles, a message tells that it is not possible: 1. Click the Page tools button in the lower-right corner of the screen. 2. Select View on the desktop. 12 All rights reserved. Taking End-User Applications into Use
3.5 Reporting Prerequisites Rights to view reports cannot be defined in the System Configurator for a user account, but they are defined for a Windows user account in Windows and SQL Reporting Services tools. For more specific role definitions, see instructions in the Operation Guide. You must have appropriate role defined for your Windows user account. To define the role: 1. Browse (with administrator rights) to [Reporting VU]/reports address 2. Choose Folder Settings Security New Role Assignment. 3. Enter the user or group name. 4. Choose an appropriate role. 5. Choose OK. Procedure 1. Start the Internet Explorer and browse the page [address of Reporting website]/reports. 2. To open the set of reports, click the appropriate folder. The folder name is defined during installation. If several time zones are configured to the system, the folders of other zones can be found on this same site. 3. Language selection in does not effect Reporting but it follows the Internet Explorer (IE) language. To change the language, define it in IE Tools Internet Options Languages. the following exception: If the chosen IE language is not supported by, English is used. The list of supported languages is available in Communications Desktop application s Settings view. Language selection does not effect the Reporting Services -related items above the actual report, such as search parameters and the View Report button. They follow the language option used in the Microsoft SQL Server software. If the IE language is not supported by the SQL software, the installation language is used. Only the reports are available in different languages; the items saved in the database and displayed in the reports, such as Outbound campaign comments, are available as they are entered in the database. 3.6 SAP Cloud for Customer Integration (C4C) Communication Desktop (CDT) and Convergence can be integrated with SAP Cloud for Sales and SAP Cloud for Service user interfaces (later called as SAP CRM Cloud UI). Integration covers direct and queue calls in the voice channel (as of SP06), and chat (as of SP07). It displays customer data along with incoming call, based on the caller number, called number, or call attached data collected, for example, by an IVR application. It also enables calling a customer using the click-to-call on CRM data of SAP CRM OnDemand: clicking the number starts Taking End-User Applications into Use All rights reserved. 13
making the call. Contact handling, such as answering, transferring and hanging up, takes place in CDT or Convergence. Additionally, when the function is available on SAP CRM side, the tickets based on e-mail, social media events, or customer incidents can be routed in to optimize the queue, skill, and priority selection. On side the tickets are routed in e-mail channel, and they are handled in CDT. Prerequisites CDT or Convergence components have been installed on workstations, see corresponding chapters in Taking End-User Applications into Use [page 9]. Access to the required SAP Cloud for Customer components: ClientCom for SAP CRM Cloud (clientcom.msi) and Connector for SAP CRM Cloud (CloudConnector.msi) are available in software in \Client Workstation Components\SAP CRM Cloud Integration Components subfolder. SAP CRM CTI Adaptor (SAPCODCTIClientAdapterSetup.exe) is available in SAP CRM OnDemand software delivery. Procedure Installing Components Install components in the following order, especially the SAP CRM CTI Adaptor must be installed before the Connector for SAP CRM Cloud. If you have previously installed ClientCom from mctabuff.msi, remove it first from the workstation with Control Panel, and then install clientcom.msi. 1. For CDT users only: Install ClientCom for SAP CRM Cloud (clientcom.msi) on the workstation. 2. Install SAP CRM CTI Adaptor (SAPCODCTIClientAdapterSetup.exe) for inbound call s screen pop-up integration. The package is available in SAP CRM OnDemand software delivery. 3. Install Connector for SAP CRM Cloud (CloudConnector.msi) for click-to-call integration. Make sure that the connector is installed in the same folder as SAPCODCTIClientAdapterSetup.exe (the default folder). Configuring in System Configurator You can activate the integration either for a queue (as of SP07), or for queue and direct calls of certain users using a user setting template (as of SP06). To activate integration for a queue: 1. In System Configurator, choose Queue Management Queues, and choose a phone or chat queue. 2. In Integration Settings SAP Cloud for Customer Integration URL, enter the URL. 3. Save your entries. To activate integration for a user settings template: 14 All rights reserved. Taking End-User Applications into Use
1. In System Configurator, choose User and Role Management User Settings Template. 2. Open an existing template, or create a new one, and assign the integration users to it. 3. Choose the block SAP Cloud for Customer Integration and enter in one or both of the following fields: To pop up the SAP CRM OnDemand screen with incoming direct (personal) calls, enter the URL in the field URL for Direct Calls. To pop up the SAP CRM OnDemand screen with incoming queue calls, enter the URL in the field URL for Queue Calls. 4. Save your entries. URL Format In the above fields, enter the URL http://localhost:<xxxxx>/?cid=<yyyy>, where <xxxxx> is the port of the local host of your system, by default 36729. <yyyy> is the identification code, for the current value is BCM1234. Integrated Data With an incoming contact, following data is pushed: CID: Identification code value. With integration, this value is BCM1234. DNIS: Dialed Number Identification Service ANI: Telephone number of the caller ExternalReferenceID: Call ID Additionally, if there are any call attached data custom parameter values (for example, via a Customer Recognition IVR application), they are included as such at the end of the URL. Contacts can include skills, preferred agent and priority information for routing the contact to the right queue and agent. Using SAP Cloud for Customer Integration 1. Start the SAP Cloud for Customer CTI Client Adapter in the mode run as administrator. For more information, contact SAP CRM Cloud support. 2. Log on to SAP CRM OnDemand /Cloud UI. 3. Log on to CDT or Convergence. After that, the customer information shall pop up upon incoming direct and/or queue calls or chats depending on the System Configurator configuration above. If the contact includes an incident ID defined in the integrated system, it may appear as Ticket ID in CDT chat form. If the CloudConnector.msi is installed, the user can click a phone number shown as a link in SAP CRM Cloud UI to make a call. that SAP CRM OnDemand /Cloud user interface does not provide any call handling controls, such as answering, transferring, consulting, hanging up, and handling conferences, so the calls must be handled in CDT or Convergence. Taking End-User Applications into Use All rights reserved. 15
4 Installation of Client Components As of version SP07 (7.0.7.0) the client workstation components can be installed and updated automatically, if that is enabled on the server-side. The feature requires Internet Explorer version 8, or later. When upgrading to 7.0.7.0 from an earlier version, do not start auto-update at the upgrading procedure but install client components first from MSI packages in a traditional way. Take auto-update into use as a separate project. If downgrading back to the earlier version is required, an additional removal procedure for the autoupdate feature is required, which may be difficult if not planned carefully. For versions older than 7.0.7.0, the client components need to be installed on each client workstation from MSI packages. To install terminal components, see the following topics: Make sure that the prerequisites defined for each application are installed before installing the client workstation components. Client Components [page 16] Taking Auto-Update into Use [page 19] Installing Client Components on One Workstation from MSI Package [page 20] for one user Installing Client Components with a Group Policy [page 22] for several users. Using Different Versions on Same Workstation [page 22] for installing both versions 6.0 and 7.0 client components. 4.1 Client Components The following terminal components are available: 16 All rights reserved. Installation of Client Components
Table 2: Client Terminal Components Terminal Component Description terminal_proxy.msi The client end service that communicates with the CDT application. Works as a proxy between the terminal core component and the user interface. CDT requires that terminal_proxy is installed. 7.0 proxy can be used with 6.0 core, but not vice versa. Install Proxy before other terminal components. terminal_core_ 7.0.x.x.msi terminal_core_ 7.0.x.x_CloudEdition.msi Actual terminal component, separate packages for on-premise and cloud editions. CDT requires that also terminal_proxy is installed; Convergence and Calendar Integration work with terminal_core alone. Several core component versions can be on the workstation simultaneously, the software uses always the newest one, unless a specific version is defined in IA in the Web Client installation. If the auto-update [page 19] is in use, do not install the MSI package. terminal_hs_xxx.msi Special case: terminal_hs_usbhs.msi Device adaptor for the xxx headset. If more than one headsets is used on a workstation, terminal_hs_usbhs.msi must be installed as well. It provides the handsets.ini information about which adaptor is used with which headset. Requires that terminal_core component is installed already, and if CDT is to be used, also terminal_proxy. If the auto-update [page 19] is in use, do not install the MSI package. terminal.msi mctabuff.msi Complete package that includes all terminal_ packages listed above. Not available in cloud edition. Installs a ClientCOM ActiveX component required for Online Monitoring and telephony integration with third parties. This package cannot be delivered with a group policy, it must be installed on each client workstation separately. For demo and training purposes only, not for production use. Not included in the complete terminal package. Downloads automatically if that is allowed in IE settings. Installation of Client Components All rights reserved. 17
Terminal Component Description Use only one ClientCOM ActiveX component on a workstation. If you install ClientCom for SAP CRM Cloud, remove this one before installation. wvp.msi Video ActiveX component of CDT. Enables sending and receiving video stream. Not included in the complete terminal package. If the auto-update [page 19] is in use, do not install the MSI package. Calendar Integration.msi Outlook Calendar Integration component. Requires that terminal_core is installed. Convergence V2.msi Installs Convergence component. Requires that terminal_core is installed, and possible handset drivers if a handset is used. clientcom.msi Installs ClientCom for SAP Cloud for Sales and Service, that is a ClientCOM ActiveX component specially designed for SAP CRM Cloud UI integration. Not included in the complete terminal package. Use only one ClientCOM ActiveX component on a workstation. If you install this one, remove the installed mctabuff before installation. CloudConnector.msi Installs click-to-call function in SAP Cloud for Customer. Added in SP06. Not included in the complete terminal package. Make sure you install components of SAP Cloud for Customer in right order. For more information, see Client Workstation Guide section SAP Cloud for Customer Integration. Installation order: 1. clientcom.msi 2. SAPCODCTIClientAdapte rsetup.exe from SAP CRM OnDemand software delivery 3. CloudConnector.msi 18 All rights reserved. Installation of Client Components
Terminal Component Description Added in SP06. 4.2 Taking Auto-Update into Use As of version SP07 (7.0.7.0), the telephony client terminal components can be installed and updated automatically on workstations. Auto-update can be used with Internet Explorer version 8, or later, only. When upgrading to 7.0.7.0 from an earlier version, do not start auto-update at the upgrading procedure but install client components first from MSI packages in a traditional way. Take auto-update into use as a separate project. If downgrading back to the earlier version is required, the client terminal components downloaded by the auto-update function must be removed from all workstations. Auto-update cannot update client components that are older than 7.0.7.0. Auto-update cannot update mctabuff.msi, clientcom.msi, CloudConnector.msi, Convergence V2.msi, Calendar Integration.msi, they must be installed separately. To enable auto-update, Make sure that the Update Client Component Automatically checkbox is selected in IA in Variables for Web Clients under all appropriate website virtual units. Remove installed client components that are older than 7.0.7.0 from all workstations in both of the following ways: Start Control Panel Uninstall a program, and uninstall all programs with a name SAP BCM Terminal XXX and Terminal XXX. In Internet Explorer, select Tools Internet Options General Browsing history Settings View Objects, right-click the client component, and choose Delete. When the user starts CDT for the first time with auto-update enabled, the client components are loaded in the following way: Table 3: Downloaded Files and Folders Download Folder Downloaded Files C:\Windows\Downloaded Program Files PhoneATLProxy.exe terminal.inf wvp.exe wvp.inf %TEMP% COM_Phone_7.0.7.X.dll handset_gnnetcom_v10.dll handset_usbhid_v10.dll handsets.ini Installation of Client Components All rights reserved. 19
Limitations and Considerations Using auto-update requires that you follow the enabling instructions above carefully. Otherwise the scenarios listed in the table below may occur, especially in a system upgraded from an earlier version. Table 4: Troubleshooting Scenarios Scenario What Happens? How to Fix? Auto-update is not enabled: Auto-update is used to install the client components, and then the Web Clients variable Update Client Component Automatically is disabled. Auto-update is used to install the client components, and then the system version is downgraded to a version earlier than 7.0.7.0. No client components are installed on workstations and the Web Clients variable Update Client Component Automatically is not selected. Starting CDT fails because it cannot find phone components. Starting CDT fails because it cannot find phone components. Starting CDT fails because it cannot find phone components. Install client components from the MSI packages, or enable auto-update again. An additional removal procedure for the auto-update feature is required. Enable auto-update in all website virtual units, or if you are not willing to use it, install client components from MSI packages. The client components installed on the workstation are not removed before starting to use auto-update: 7.0.7.0 version client components have been installed from MSI though the auto-update is in use. Client components have been installed from an MSI package older than 7.0.7.0. Client components have been installed from an MSI package older than 7.0.7.0., and the Web Clients variable Client Terminal Component Version is defined to be 7.0.7.0. Terminal components are updated automatically. CDT starts with old, for example SP06, client component, and it is not updated automatically. Starting CDT fails because the required client component version cannot be installed. No issues. Remove installed older than 7.0.7.0 client components to enable autoupdate. Remove installed older than 7.0.7.0 client components to enable autoupdate. 4.3 Installing Client Components on One Workstation from MSI We recommend installing separate terminal components (terminal_proxy, terminal_core, and possible device adaptors) instead of the complete terminal package (terminal.msi) because that lessens work in updates, and makes the system more flexible. Install only one terminal_proxy on a workstation. 7.0 terminal_proxy can be used with 6.0, but not vice versa, see Using Different Software Versions on Same Workstation [page 22]. 20 All rights reserved. Installation of Client Components