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Installing
When the prerequisite software has been installed, Sinch Contact Center software packages can be installed with the IA tool.
Setting Up Monitoring with SAP Business Objects (BO)
Sinch Contact Center users can view monitoring data with SAP BusinessObjects (BO).

Installing
When the prerequisite software has been installed, Sinch Contact Center software packages can be installed with the IA tool.
- Installing Infrastructure Administrator (IA)
- Creating HAC Nodes and Starting HAC Services
- Installing Databases
- Installing Virtual Units
  We recommend installing virtual units with the software contents defined in templates, as planned in the chapter Planning.
- Removing Software from Installed System
- Installing Alarm Server
- Installing Reporting for MS Reporting Services
  Installation order and procedure of MS Reporting Services
- Installing Reporting for SAP BusinessObjects
  Installation order and process of SAP BO reports
- File Replication Server
- Embedded Communications Framework (ECF)
  ECF is a platform for embedding contact center services into business applications.
- Installing Sytel Dialer for Outbound Campaign
- Installing Restful Interfaces
  Installation procedure for Restful Intefaces package
- Installing Universal Queue
  Install only one instance of Universal Queue in a system. Installing the Universal Queue installs Tomcat, you need a server-type certificate and a keystore to make the Tomcat connection secure.
- Setting Up Monitoring with SAP Business Objects (BO)
  Sinch Contact Center users can view monitoring data with SAP BusinessObjects (BO).
  - Creating ODBC Data Sources
    Both the ODBC Data Sources (32-bit) and ODBC Data Sources (64-bit) must be defined to enable reading monitoring data without locking them. Carry out this process on the BO Server. Usually these 64-bit Windows systems, use the C:\Windows\SysWOW64\odbcad32.exe command.
  - Importing Monitoring Package to BO System
    Sinch Contact Center monitoring universe for SAP BusinessObjects is delivered in the package SAP_Contact_Center_Monitoring.lcmbiar.
  - Assigning Security Settings in BO
  - Configuring BO Connection Properties
    Configuring Connection Properties using SAP BusinessObjects Information Design Tool.
  - SAP BusinessObjects Design Studio
    Using SAP BusinessObjects Design Studio requires additionally that a package DESIGN STUDIO BIP ADD ON is installed on the Business Objects Platform server, real-time views require that the client software DESIGN STUDIO CLIENT creates projects and publishes them into server, and data refresh requires the Timeout component that is part of SDK Design Studio SN Community Basics package.
- Enabling SC Web Access
  To enable SC Web Access, you must install Connection Web Server (COWS). It is a new module as of 1702 version, and intended for cloud systems. Installing COWS installs Tomcat, and you need a server-type certificate and a Java keystore to make the Tomcat connection secure. As COWS works as a peer towards other peer servers in the system this certificate must be the same as Internal Server Certificate in other peer servers.
- Communication Panel
  Communication Panel is a web-based application for managing customer conversations. It can be used for example with SAP Customer Relationship Management (SAP CRM).

Setting Up Monitoring with SAP Business Objects (BO)

Sinch Contact Center users can view monitoring data with SAP BusinessObjects (BO).

Note:

Both Sinch Contact Center system and SAP Business Objects server must be up and running
For setup, you need user accounts with administrator rights for Sinch Contact Center (HAC Administration User), Business Objects server, and SQL server where the Montoring Database Server is installed.
SAP BusinessObjects cannot be used for monitoring data provided by Restful Monitoring Interface (RMI).

Installing Universe and Configuring Data Connection

Carry out the following steps in this order:

Enable reading data from Monitoring Database, see Creating ODBC Data Sources.
Importing Monitoring Package to BO System brings the CCtr Monitoring Contact Detail universe,CCtr Monitoring connection, the CCtr Reporting Users user group, and CCtr Data Access and CCtr View Reports access levels.
Carry out Assigning Security Settings in BO.
Change the connection settings to read data from the Monitoring Database, see Configuring BO Connection Properties.
If you use BO Design Studio for making the views, install it as well, see SAP BusinessObjects Design Studio.

Defining Connection and Synchronization Between Sinch Contact Center and SAP Business Objects

The connection and data synchronization settings must be defined between Sinch Contact Center and SAP BusinessObjects server.

Define connection in Infrastructure Administrator with the Batch Job Server variables SAP BusinessObjects Server, SAP BusinessObjects Administrator Account Login Name, and SAP BusinessObjects Administrator Account Password.
Make sure that the Business Objects User Rights Synchronization and Business Objects Attribute Synchronization jobs are enabled in SC System Services > Batch Job Server Settings.

Enabling Users to View BO Views

To be able to view the BO monitoring dashboards or views, Sinch Contact Center users need the following items:

A user’s BO login id is defined in SC User and Role Management > Users > Authentication > Business Objects.
A user has Statistics Details rights to objects to be monitored, such as agents, queues, outbound campaigns, and so on.
A user has an e-mail address defined in Sinch Contact Center.

Creating Monitoring Views

You can create monitoring views or dashboards with SAP BusinessObjects Design Studio.