About former_member203097

former_member203097 · 01-04-2018

Is SAP Contact Center GDPR compliant? SAP Customers are responsible for their own GDPR compliancy. A software product in itself does not make an organization GDPR compliant, as factors such as internal processes may need to be changed. As from SAP C...

former_member203097 · 12-28-2017

Consent for data collection Customers must be asked for permission for their calls to be recorded. For example, a sample consent IVR has been provided for this purpose. Right to Access – searching personal data The data controllers must tell data s...

former_member203097 · 12-21-2017

GDPR protects the personal data and data privacy of all EU residents. Personal Data means any information related to a natural person (Data Subject) that can be used to identify the person directly or indirectly: name, photo, email address, bank deta...

former_member203097 · 02-13-2017

Part 4: Reporting My last blog in this series focuses on typical Reporting issues. Creating Report Server database fails Go to SQL Server Management Studio, access Databases, remove all Reportserver* databases and run Report Server Configura...

former_member203097 · 01-30-2017

Part 3: CDT, call recording and voicemail My third blog is on CDT related issues. SAP Contact Center Introductory Training, Parts 1 and 2 on SAP Service Marketplace are really good guidelines for new installations. CDT does not open or st...

former_member203097 · 04-06-2020

That is correct. SAP is working to fix this. FP12 hotfix has already been re-released with Agent Server and BJS components. Other releases will follow as soon as those complete QA tests. If you have already installed an earlier version of the hotfix,...

former_member203097 · 02-13-2020

Hello Alexey,Emails cannot be automatically returned to queue if an agent has already picked those. A Supervisor can access the pending emails list of the agent, retrieve and reallocate pending emails to other agents. The same applies to emails that ...

former_member203097 · 02-10-2020

Hello Alder,I believe you are following these instructions for Importing data.Did you notice the following Note: •If the Folder for Import and Export Jobs has been defined, that folder is displayed as default and we strongly recommend using it. For m...

former_member203097 · 09-09-2019

Hello Juan,The standard callback IVR does not support country codes, so you will need to customize the IVR yourself. If you have a limited set of customer countries you can add a new menu like: "choose 1 for Brazil, 2 for Argentina". Have your custom...

former_member203097 · 08-05-2019

Hello Michelle,Not yet. We are still following the demand in the region and are in readiness to start service when needed.Kind Regards,Tomi

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Installation troubleshooting: Reporting

Installation troubleshooting: CDT, call recording and voicemail

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Re: Rerouting of unhandled emails in SAP Contact Center (BCM)

Re: SAP CCtr Automatic Import Jobs

Re: Automatic country code on additional phone number – IVR Callback

Re: SAP Contact Center Cloud Edition