Limitations and Special Notes in Support Packages

The changes made to this FP are made also to the cloud-based product SAP Contact Center 365 version 2002 and 2005. Documentation changes in guides and in application help are indicated with a year-month code: Changed/Added/Removed in 2002 or 2005.

• Updated prerequisite versions:

  Microsoft Visual C++ Redistributable for Visual Studio 2019, both 32-bit and 64-bit version is needed on every server.

  Microsoft .NET Framework, the version 4.8 or later, full package needed on Reporting Database Server, Chat Portal Server and Integration Interfaces server, Migration Tool.

• Due to the upgrade of the Python version in CEM Server, a conversion tool must be run. For instructions and the tool, see SAP Note 2910694. Additionally, due to changes in High Availability Controller (HAC) and Infrastructure Administrator (IA), you must upgrade them before the rest of the system.

The changes made to this FP are made also to the cloud-based product SAP Contact Center 365 version 1911. Documentation changes in guides and in application help are indicated with a year-month code: Changed/Added/Removed in 1911.

• A new web-based standalone application presenting contact center montoring data in a graphic form. For more information, see SAP Help Portal End-User Information > Supervisor Dashboard.

• Integration with SAP Digital Interconnect services enabled, which enables receiving chats from various social channels like WeChat, WhatsApp, Telegram, and others.
• New built-in audio prompts of the type IVR to be used as examples in consent management.
• In Communication Panel several improvements, such as the Interaction History view, and support for custom directories, reply templates, callback, queue contact information, Fiori 3 appearance, and sending out text messages.
• Changes in System Configurator:

  • For Communication Panel usage, the new blocks, User and Role Management > User Settings Templates > Communication Panel Settings and Queue Management > Reply Templates > Keywords were added.

  • In IVR management, defining the hosting CEM was removed, and instead the IVR application must be set Active from now on.
  • For callback support in Communication Panel, a new user right object type, Callback, was added. Note that for using callback in CP, script is not used.
  • The default value of the Recording Settings > Statistics Settings > Monitoring Settings > Hide Name in Addresses and Last Digits of Phone was changed from 3 to 0.
• Support for reply templates, callback requests and interaction history are added to restful interfaces as well.

• New UI: Communication Panel

• Several ECF improvements
• Several security improvements and fixes

FP12, includes cloud releases 1708 and 1711

• Support for Microsoft Windows Server 2014 and SQL Server 2014 and 2016.

• Several improvements made related to personal data protection. For example, new functions for customer consent management, and data retention times, and a new UI for making a personal data report. See Security Guide section Personal Data Protection.

• In systems with ECF, when using Windows keystore, a security warning may appear in browser when the ECF Host Application is opened, and a security exception may need to be added to browser settings. To avoid that, use Java keystore instead.
• ECF Web Server, Universal Queue, Restful Interfaces, and Connection Web Server installation do not require Visual C++ Runtime 2010 as prerequisite anymore. It is still required for OII interface.

For other changes and improvements, see the release note attached to the SAP Note 2556981.

• Support for Windows Server and Windows SQL Server 2008 ended.
• Visual C++ Redistributable for Visual Studio 2015 (x86) is required for application servers.

For other changes and improvements, see the release note attached to the SAP Note 2451440.

Version 1608 and SP10

Changes in prerequisistes

• Java 7 support ended, only Java 8 is supported.

• CEM Server requires Microsoft Visual C++ 2008 Service Pack 1 Redistributable Package MFC Security Update, 32-bit, version 9.0.30729.5677 (Visual C runtime DLL version 9.0.30729.6161)

Important when upgrading

• Product Documentation and Terminal Server packages are removed from the software. To upgrade a virtual unit that contains one of these packages:

  1. Remove the package from virtual unit first (make sure you do that in the Virtual Units level, not in an instance of that unit).

  2. Upgrade the software only after the removal, otherwise the upgrade will fail with an error Operation could not be completed due to new version not containing the software package.

  Terminal Server functions are moved to Agent Server, and Product Documentation is available from SAP Help Portal.

• Certificate for External Password Encryption has been made mandatory. Define it for Agent Server in IA, and make sure the certificate is installed on the servers were Agent Server and CEM server are installed. If sending e-mails and sms messages are protected with a password, install the certificate also on the servers where Email Sender and SMS server are installed.

  If you upgrade the system where e-mail queues have been password-protected but the certificate has not been in use, you must re-enter the corresponding passwords in SC.

For other changes and improvements, see the release note attached to the SAP Note 2301393.

7.0 SP09

• Support for Windows 10 on client workstations.

• Support for Group Managed Service Accounts (gMSA) for running High Availability Controller (HAC), Alarm Server, web-related processes, and SQL services.

• Active Directory (AD) user groups can be used for configuring administrators or view-only users in Infrastructure Administrator (IA).

For other changes and improvements, see the release note attached to the SAP Note 2181114.

7.0 SP08

• Windows 8.1 support added.

• Java 6 support ended.

• Default value changed in System Configurator settings:

  • The upper limit of the setting Abandon Ratio (%) in Outbound Management > Campaigns > Predictive Settings has been changed from 10 to 20. The range value is now from 0 to 20. Additionally, the Abandon Timeout (s) setting now allows also floating-point numbers.

  • Max. Waiting Time in Queue Management > Queues > Contact Management has been changed to 3 hours. After this time a contact will be disconnected (except e-mails), or transferred to overflow destination if that is defined.

For other changes and improvements, see the release note attached to the SAP Note 2039432.

7.0 SP7

• Product name changed to SAP Contact Center.

• Support to Windows XP, Windows 2003 Server and SQL Server 2005 has ended, and Java 8 and Internet Explorer 11 are now supported. For more information, see the list of Prerequisites in Installation Guide.

For other changes and improvements, see release notes attached to the SAP Note 1902610.

7.0 SP6 Patch 1

Prerequisites

• Windows 8 support added.

Client Workstation Components

• SP06 version client workstation components (terminalXXX.msi) can be used also with SP6 Patch 1.

Upgrading Reporting Database Server

Version 7.0 SP6 Patch 1 includes changes to Reporting as new columns have been added to Volume reports. To apply the changes, you must delete the old OLAP cube before you install the SP package

1. Start the SQL Management Studio and choose Analysis Services.

2. Expand Databases.

3. Right-click each OLAP cube of all time-zones and choose Delete.

Then proceed to the normal Upgrading Software Packages.

Call Attached Data (CAD) and SIP X-Headers

• The use of call attached data (CAD) is not limited to calls within and between SAP Contact Center systems, but now it is enabled to send or receive CAD also in any SIP call to and from SAP Contact Center systems.

• To indicate this, the block SC Call Switching > Gateways > BCM-to-BCM Connection is renamed to Call Attached Data (CAD). For more information, see Managing Trunks in System Configurator application help.

For other changes and improvements, see the release note attached to the SAP Note 1924169.

7.0 SP05

Prerequisites have changed

Make sure that the required prerequisites have been installed on servers and client workstations before upgrading or installing the application. For more information, see the list of Prerequisites in Installation Guide. Especially notice that that Microsoft .NET Framework 4.0 is required on:

• Servers where Reporting Database, Chat Portal, or Integration Interfaces package is installed (for interfaces such as OII, DAI and so on).

• Server where the Migration Tool is installed.

• Check prerequisites for Convergence and Outlook Calendar Integration in the Client Workstation Installation Guide before installation.

Parameter default value changed

• To prevent unknown calls to be looped between gateways, the default value of the parameter In System Configurator Call Switching > Global Switching Settings > Signaling > Disable Call Routing Between Gateways was changed: in SP05 and later, the parameter is selected by default, that is, the routing between gateways is disabled. The new default value is used both with new installations and with upgrades from earlier versions. Only if the customer has changed and saved the parameter value at any point in version 7.0, the customer-set value remains in upgrade. For the parameter explanation, see Managing Signaling in System Configurator application help..

For other changes and improvements, see the release note attached to the SAP Note 1788922, http://launchpad.support.sap.com/#/notes/1788922.

7.0 SP04

On SQL Server Clusters, upgrade to SP04 and install hotfixes in the following order at least for the Directory Database Server package, otherwise the upgrade fails:

1. Upgrade the first node to 7.0 SP4 Patch 1 (7.0.4.100).

2. Upgrade the second node to 7.0 SP4 Patch 1 (7.0.4.100).

3. Install hotfix(es) on the first node.

4. Install hotfix(es) on the second node.

To upgrade the Reporting to SP04, remove the OLAP cube before upgrade:

Note that possible OLAP customizations must be made again after this procedure.

1. Take a backup of existing OLAP database with current data.

2. Delete the current OLAP database.

3. Start manually the job Create OLAP Database and then the job Full process OLAP database.

4. If you have other OLAPs on other time zones, repeat the procedure on all OLAPs.

For other changes and improvements, see release notes attached to the SAP Note 1734594.

7.0 SP03

We recommend installing the new Windows driver, High Availability Driver, see Installation Guide > Installing Prerequisite Software. The driver needs to be installed only once; if you have installed the hotfix 7.0.2.18, the driver is installed already.

For other changes and improvements, see release notes attached to the SAP Note 1692356.