From Technological Point Contact Center consists of: 1.

Connection to Telephone Networks PSTN Public Switched Telephony Network GSM (SMS, MMS) 2. A device distributing incoming calls to the agents ACD Automated Call Distribution 3. Integration into the data world CTI: Screen Pop-ups CRM (SAP, S*****), Ticketing system (Peregrine, Remedy), etc. 4. Agent workspace Telephone Headset Computer BCM Architecture: Hardware VoIP Gateway o Connects the BCM system to the PSTN (Telephony world) o Acts as a bridge between telephony protocols (SS7, QSIG, E1/T1/J1) and IT protocols (H.323, SIP, RTP) Server o Standard non-proprietary Server such as HP DL 360 / DL 380 are used GSM Gateway (optional) o Direct connection to GSM networks SMS Gateway (optional) o Required to send and receive SMS / MMS Fax-Server (optional) o Required to receive and send Fax. Typically the Fax-Server interacts with the BCM via email and is NOT a part of the BCM solution All Hardware components are 3rd Party components delivered by partners

BCM Architecture: Standard Software Server software o Servers run under MS Windows Server 2003 Enterprise Edition o Database is MS SQL 2005 Server (English language) o Web Server is MS IIS

Client software o Windows XP, (Windows Vista) o Internet Explorer 6 or 7 for browser based interfaces All above Software components are 3rd Party components delivered by partners

SAP BCM Software Technical Infrastructure PSTN and Internet connectivity PSTN connectivity via standard based Voice over IP (VoIP) Gateways o From VoIP Gateway vendors such as AudioCodes and Cisco o VoIP Gateway transform PSTN call as IP call and vice versa o Connects to PSTN via E1/T1/J1 and to BCM software via SIP or H.323 Internet, Intranet and e-mail connectivity o SAP BCM is typically deployed as pure Intranet application with no connection to Internet due to security reasons o E-mails are retrieved and sent via 3rd party e-mail server (IMAP4 mailbox) Corporate data Network TCP/IP Ethernet network (LAN / WAN) One IP call requires ~40 Kbit/sec data bandwidth (G.729 codec) o For good quality music prompts (e.g. queue music) G.711 codec is recommended which requires ~120 Kbit/sec data bandwidth. Once call is routed from queue to agent, codec is changed to G.729 SAP BCM software server hardware Microsoft Windows 2003 Server operating system Microsoft IIS Web Server version 6 Microsoft SQL 2005 Server Database Clients and terminals PC desktop clients (softphone users) o Windows XP or Vista workstation with Internet Explorer 6.0 / 7.0 browser o Soundcard and free USB port for USB headset or handset connection Other clients and terminals o Desktop IP phones (SIP compliant) such as Polycom or GrandStream Communication Mobile Client (CMC) for Symbian 60/80 OS mobile phones Mobile phone or PSTN / 3rd party PBX connected phone Optional 3rd party hardware and software Fax server for fax to e-mail conversion or vice versa SMS Gateway for SMS to e-mail conversion or vice versa Sytel outbound predictive dialer soft-plugin (www.sytelco.com) 3rd party reporting, analysis and data mining tools SNMP network management system (server monitoring) Clustering solutions for database redundancy Storage Area Network (SAN) for high availability data centers