BCM hardware requirement

[Former Member]

Is any MEDIANT codec required when two contact center agents talk to each other. If not then which hardware component is responsible to do the same?

[alexander_kupke · Accepted solution]

Hi,

Phone number are created as such in the conceptual applications, routing to phone numbers is done by the Call Dispatcher.

If there is no PSTN connection you can use about any number within BCM.

If you are connected to PSTN you should obey, that numbers used internaly are always routed within BCM and never to the PSTN.

The numbers are created in the user Administrator, as soon you use an User Type of CDT: Phone User or higher.

If you gave a number in the Info Tab, this will be proposed when adding user, otherwise the number can be set or changed in the "Agent" Tab in User Admins "Account" View.

As stated before, no gateway hardware is needed for such Agent - Agent calls. All necessary codes are Windows standard or installed with terminal components.

The connection server only does the signalling between CEM and CDT Terminal btw.

The audio is a direkt RTP strem from one Agent workstation to the other.

For such RTP strems to CDT ususally UDP Ports start with 5004 for RTP and 5005 for RTCP. A second call qould use 5006 etc.

BR

Alex

Edited by: Alexander Kupke on May 31, 2011 9:56 AM

[VishnAndr]

Hello, Ankur.

In general no special hardware at all (e.g. gateways) requred to make calls and keep conversations between agents who're using CDT (softphones). This is done by Connection Server component of SAP BCM software which commonly is a part of Terminal Virtual Unit(-s).

[Former Member]

So where are the contact agents numbers getting created. In connection server?