BCM call flow architecture with detailed description of all the components

[Former Member]

Hi Experts,

Please provide me BCM call flow architecture and detailed description about all the component Eg. When a customer calls on xxxx number call hits to IVR and than as per customer DTMF routed to available agent. In that call what are the components that participate and what is there roles. Is there any architecture diagram that can explain all the functionality? 

[former_member203097]

Hello Raman,

Start with SAP BCM 7.0 SP6 Basic Installation Example document, on Service Marketplace. That document shows voice routing paths and explains the main functions for every component. The component functions are also touched in Master Guide and Security Guide, also on Service Marketplace.

Kind Regards,
Tomi

[Former Member]

Hi Tomi,

Thanks for the suggestion. I have done reading with example guide and master guide. All these document provides single line information of BCM components.

I specifically want to understand the component roles or events generated in call flow prospective when call routed to SIP gateway till call disconnected.

Ex. when call comes to IVR than routed to queue and than to free agent, what events are generated to take that call from IVR to queue than to agent. How control transfer from one BCM component to other to move that call forward.

In the same way detail about all the BCM components what events are generated/control transferred from Call starting to Call disconnect.

[former_member203097]

Hello Raman,

OK, try the presentation next. It shows how different components communicate in a contact routing situation.

If you are looking for more detailed information, and feel you do not find what you are looking for in the documents, then I would recommend joining SAP Contact Center Technical Training.

Kind Regards,

Tomi

[Former Member]

HI Tomi

Thanks for that link, great presentation.

Kind Regards,

Karl

[Former Member]

Hi Tomi,

Thanks for the document. Can you please provide some more detailed information.

[VishnAndr]

Hello Raman.

It seems that Tomi's answers covered some of your questions, but not all of them.

SCN in most cases won't answer you "tell me everything"-alike questions.

So I'd strongly recommend to join mentioned SAP CC Technical Training. It has been very useful for me personally and gave a great experience.