Enterprise Buyer 2.0 / SAP CRM 2.0C SR1 Installation Overview

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Copyright

© Copyright 2001 SAP AG. All rights reserved.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.

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Version

V 1.1 - April 2001.

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GETTING STARTED ... 5

SCENARIO OVERVIEW... 7

Internet Sales... 8 Introduction... 8 Technical Components... 9 Installation Sequence ... 11 Field Sales ... 13 Introduction... 13 Technical Components... 13 Installation Sequence ... 15 Contact Center ... 16 Introduction... 16 Technical Components... 17 Installation Sequence ... 18

Enterprise Buyer professional edition... 20

Introduction... 20

Technical Components... 21

Installation Sequence ... 24

APPENDIX... 25

Software Components Overview ... 25

EBP/CRM Server... 26

OLTP R/3 System... 27

SAP Internet Transaction Server... 28

Text Retrieval & Information Extraction (TREX)... 29

SAP Content Server ... 30

Internet Pricing and Configurator (IPC) ... 31

Mobile Client ... 32

Communication and Development Station ... 33

R/3 Standalone Gateway... 34

SAP Business Connector ... 34

SAP Business Information Warehouse ... 35

SAP Advanced Planner and Organizer ... 35

BackWeb... 35

Computer Telephony Integration (CTI) ... 36

Requisite BugsEyeTM... 36

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Icons

Icon Meaning Caution Example Note Recommendation Syntax Tip

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Getting Started

Purpose

This document provides an installation overview for SAP CRM and Enterprise Buyer professional edition including:

• Main business management scenarios.

• Technical components of each scenario (mandatory or optional). • Technical architecture.

• Information about the required installation and configuration guides

First Steps

• Download the latest versions of all relevant installation guides from SAP Service Marketplace: http://service.sap.com/crm-inst.

• See the chapter Scenario Overview [Page 7] that contains important information about the installation sequence for each scenario and the software components to be installed. This information guides you through the whole installation process.

• See the section Overview: Related Installation / Configuration Guides [Page 37] that provides an overview of all required installation guides.

• Read the relevant SAP Notes.

We strongly recommend that you read SAP Note 394534Enterprise Buyer 2.0/SAP CRM 2.0C Inst. Overview. This note contains the most recent information and corrections regarding this overview guide.

You can find SAP Notes in SAP Service Marketplace at:

http://service.sap.com/notes.

• See the letter that is included in the Enterprise Buyer / SAP CRM installation package. It contains important information on several third-party software components.

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Information in SAP Service Marketplace

You can find the following information in SAP Service Marketplace:

Content

Location

• The latest version of installation and upgrade Guides for SAP CRM and Enterprise Buyer professional edition. • Links to related SAP Notes.

http://service.sap.com/crm-inst

• Information about released platforms http://service.sap.com/platforms

• Information about the integration of EBUYER / SAP CRM into the mySAP.com Workplace.

http://service.sap.com/instguides

In the folder mySAP.com Workplace, see the documentation mySAP.com Workplace <Release> Installation Overview

• Information about network security. SAP Security Guide:

http://service.sap.com/securityguide mySAP.com Workplace - Network Integration Guide:

http://service.sap.com/network

• Information about the technical infrastructure of EBUYER / SAP CRM.

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Scenario Overview

The following table provides a short but comprehensive overview of the main EBP/CRM Scenarios. In addition, you see the mandatory and optional software components that are required to provide the full functionality of each scenario.

In the sections that follow, you find information about the installation sequence and the components of the following scenarios:

Internet Sales [Page 8] Field Sales [Page 13] Contact Center [Page 16]

Enterprise Buyer professional edition [Page 20]

Note that there are software requirements for each component below which are not explicitly mentioned in this documentation. They are documented in the relevant installation guides. A list of related installation guides is part of the appendix (see Overview: Related Installation / Configuration Guides [Page 37]).

Scenarios (

x = mandatory / (x) = optional) Field

Sales InternetSales ContactCenter EBUYER

Software Component

OLTP R/3 x x x (x)

EBP / CRM Server x x x x

SAP Internet Transaction Server x x x

Internet Pricing & Configurator x x

Text Retrieval & Information Extr.

(including IMS and TREX search engine)

x

SAP Content Server (x) (x)

Communication Station x

Mobile Client x

Computer Telephony Integration (x)

SAP BW 2.1C (x) (x) (x) (x)

SAP APO 3.0A (x) (x) x

SAP Standalone Gateway x x (x)

Business Connector (x) (x)

Crystal Reports (x)

BackWeb (x)

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Internet Sales

Introduction

This scenario enables electronic business activities between companies and consumers as well as between companies only. Using SAP Internet Sales, manufacturers, shippers, wholesalers, and retailers can sell their products directly over the Internet:

All details of the Internet business activities, from the detailed order via the availability checks, to the actual naming of the price, are transferred completely to the CRM system. Standard encoding technology like SSL (Secure Sockets Layer) guarantees security

when executing all online transactions.

No restrictions apply to the layout of SAP Internet Sales. This not only refers to the design, but also to the actual information that is displayed on a Web page and the sequence in which the Web pages appear.

If you want to combine the business scenarios below, you can reuse the delivered elements and adapt them in a simple way. SAP delivers the following business scenarios that you can implement as they are or change them, if necessary.

Business-to-Consumer (B2C) Internet Sales

With this scenario you can offer and sell products and services to consumers. It was designed to offer products attractively in order to encourage purchasing and maximize profit. Marketing plays an important role here.

Business-to-Business (B2B) Internet Sales

This scenario was designed for companies who want to offer and sell products and services. Marketing functions are not so important here. However, it enables the customer to find and order the a specific product quickly and easily. Therefore, the customer does not require any special knowledge of internal organizational structures and terms.

This business scenario links very well with SAP Enterprise Buyer professional edition. As an integral part of SAP CRM, SAP Internet Sales is based on the following fundamental SAP CRM components:

• Product master

• Business partner master • Sales order

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Technical Components

The following diagram shows the main components of the CRM Internet Sales Scenario, the communication between them and the technical infrastructure needed to implement the scenario. Optional components are shown in a light shade.

For more information about CRM components, see the section Software Components Overview [Page 25]. Web Server Web Middleware CRM Host(s) Internet Web Server ITS WGa te IMS Index Server ITS SAP Gateway R/3 OLTP Plug-In 2000 APO BW RDBMS RDBMS RDBMS Customer Fir e w a ll IPC Dispatcher IPC Java VM EBP/CRM System Middleware RDBMS Java VM DMZ

EBP/CRM Server

The EBP/ CRMSystem is based on Release 4.6D. It consists of an application and database instance.

R/3-Backend

The R/3 backend system (OLTP) is the primary system for data maintenance; this means that the conditions and materials, for example, are maintained there. Afterwards, they are

replicated to the corresponding SAP CRM components.

SAP Internet Transaction Server (ITS)

The ITS is a gateway between SAP components and Web technology. It includes two major components: One or multiple AGate instances that function as interfaces to SAP Systems (RFC) and one or multiple WGate instances for Web access (HTTP). Using an ITS, you can access an SAP System with a standard Web browser.

Internet Pricing and Configurator (IPC)

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Product Catalog

All the products from the product master (material master) to be offered for sale on the Internet are included in the product catalog. In addition, you can complement the product catalog with documents (graphics, pictures, video sequences and so on).

Knowledge Provider (KPRO)

All the documents that complement the product catalog are automatically filed in the KPRO and published to the Web server. The required documents are called up from the Web server and displayed in the browser of the customer.

Text Retrieval & Information Extraction (TREX)

This component includes the following sub components:

Index Management Server(IMS). The Index Management Server provides an

accelerated access to product information. It supports catalog browsing as well as load decoupling from the CRM system and speeds up search engines in the Web catalog. • TREX search engine.

SAP APO and SAP BW

The integration of SAP APO (Advanced Planner and Optimizer) and SAP BW (Business Information Warehouse) is an optional step.

• SAP BW is used for analyzing sales and distribution data from SAP CRM Marketing. • SAP APO is used for availability checks on products (ATP checks).

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Installation Sequence

The following table gives an overview of the main installation steps and the related documents for CRM Internet Sales.

For more information about the installation of CRM Internet Sales 2.0C, see the composite SAP Note 367058.

Product To Be Installed

Subsequent Steps

(Guide:seeOverview: Related Installation / Configuration Guides [Page 37])

1 CRM Server

(Guide: Enterprise Buyer professional edition 2.0 / SAP CRM 2.0C Installation on <operating system>:

<database>)

Installing the required languages (Guide:Language Transport (BC-CTS-LAN) 4.6x)

2 PI 2000 for OLTP R/3

(Guide:Several Plug-in documents)

a. Configuring the CRM server and the OLTP R/3 System for proper communication:

(Guide:Adapter)

b. Performing further post-installation steps

(Guide: SAP CRM Setup and Download guide)

3 Installing the SAP Internet Transaction Server.

(Guide: SAP@WebInstallation Guide 4.6D)

/

4 Internet Pricing and Configurator (IPC)

(Guide: Installing the Internet Pricing and Configurator

Since error patches and service packs for the Internet Pricing and

Configurator are shipped as full installations, please check SAP Note

350585 for the latest service pack of the Internet Pricing and Configurator 2.0C)

5 R/3 Gateway

(Part of Guide: SAP Knowledge Provider Server - Infrastructure Components)

6 SAP Content Server (optional)

(Part of Guide: SAP Knowledge Provider Server - Infrastructure Components)

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7 Text Retrieval & Information Extraction (TREX)

These steps include the IMS installation and the installation of the TREX search engine.

(Guide: Text Retrieval & Information Extraction for CRM Internet Sales)

The TREX Search Engine can only be

implemented in countries of the Latin-1 category All other countries can implement the Verity Search Engine after consultation with SAP

After performing the steps 4 - 7, configure Internet Sales according to the information provided with the guide

SAP Internet Sales -Implementation & Configuration Cookbook.

8 Optional: Integration of

SAP BW 2.1C (SAP Library)

SAP APO 3.0A (Integration of CRM and APO-ATP)

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Field Sales

Introduction

Field Salesexpands the relationship cycle to the sales force/sales engineers. The mobile sales force has access to all the information they need to approach the customer or prospect and discuss the product offering.

This includes a marketing encyclopedia to present the product or even compare it to competitive products. The sales representative/sales engineer can track and plan all customer interactions to ensure an efficient sales cycle. Quotations and orders can be created immediately on a laptop; and Field Sales guarantees correct and confirmable orders, including configuration, pricing and delivery information.

Technical Components

The following diagram shows the main components of the CRM Field Sales Scenario, the communication between them and the technical infrastructure needed to implement the scenario. Optional components are shown in a light shade.

CRM Host Communication Station Mobile Frontend Backweb Sever MTS MSA Client Backweb Client SQL Server Windows NT 4.0 Server DCOM Connector EBP/CRM System Middleware Java VM IPC RDBMS Development Station BDOC Modeller Rep Guardian Admin Console Windows NT 4.0 OLTP R/3 APO BW Plug-In 2000 RDBMS RDBMS RDBMS RDBMS RDBMS ASCII Adapter SAP Business Application Studio SQL Server

CRM Server

The Mobile component of CRM supports a company’s mobile sales force respectively, providing full access to all the necessary data on laptop computers. This data is kept up to date by regular data exchange using the middleware component contained in the central CRM server. Field Sales users carry a PC application and a local database, on their laptops, which enables them to work offline.

They connect to the CRM system from time to time via phone or network to exchange data accumulated and stored in queues at both ends. This connection is established using a

Communication Station, where DCOM calls from the mobile clients are transformed into RFC calls that go to the CRM middleware.

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OLTP R/3 System

In the Field Sales scenario, the OLTP R/3 System is the leading system in terms of

information exchange. Regarding the OLTP R/3 System, all releases are supported starting with release 3.1H.

Internet Pricing And Configurator (IPC)

JAVA based engines (Sales Pricing Engine and Sales Configuration Engine as the client part of the Internet Pricing and Configurator) are part of the Field Sales installation. The

components are required to determine prices and configurations in the component sales documents e.g. orders and quotations. Since the conditions and the knowledge base are downloaded from an OLTP R/3 system, it is guaranteed that exactly the same results are determined as in R/3.

Back Web

The third party product BackWeb is intended to provide sales representatives with a means of gaining timely access to marketing and sales materials or internet based information. This functionality consists of two components: A BackWeb server and a client component. The client is seemlessly integrated with the Infocenter component of the Mobile Sales Application (It is part of the Field Sales installation).

SAP Business Information Warehouse (SAP BW)

The installation of an SAP Business Information Warehouse server is optional. On the SAP BW server, reports can be created and replicated to the different users working offline using the Middleware. The BW analysis is replicated as MS Excel spreadsheets and available within Field Sales in the component reports.

Since Field Sales release 2.0B SR1 it is possible to run an ATP check directly against SAP Advanced Planner and Organizer (APO). Reservations cannot be done. When clicking on the appropriate button, the dial-up connection is carried out against an SAP Router.

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Installation Sequence

The following table provides an overview of the main installation steps of CRM Field Sales

and the related documents.

Product To Be Installed

Subsequent Steps

(Guide:seeOverview: Related Installation / Configuration Guides [Page 37])

1 CRM Server

(Guide: Enterprise Buyer professional edition 2.0 / SAP CRM 2.0C Installation on <operating system>:

<database>)

Installing the required languages

(Guide: Language Transport (BC-CTS-LAN) 4.6x)

2 PI 2000 for OLTPR/3

(Guide: Several Plug-in documents)

a. Configuring the CRM server and the OLTP R/3 System for proper communication:

(Guide: R/3-Adapter)

b. Performing further post-installation steps

(Guide: SAP CRM Setup and Download guide)

3 Communication / Development

Station (Guide: Installation of the Communication Station and Development Station)

Activating the Station

(Guide: Activation of the Communication Station and Development Station)

4 SAP Business Application Studio

(formerly known as Workbench) (Guide: SAP CRM 2.0C - Mobile Sales / Mobile Service Client Installation Guide)

a. Installing the BDocModeler

(RepGuardian / Qload) on the application studio host

(Guide: Installation Guide Middleware 2.0)

b. Configuring the ASCII-Adapter and

BDocModeler

(Guide: ASCII-Adapter)

5 Mobile Sales

(Guide: SAP CRM 2.0C - Mobile Sales / Mobile Service Client Installation Guide)

• Post-Installation Step on each client in order to build up a first secure connection between client and CRM server. (Guide:

Mobile Clients)

• Message transfer configuration steps for Communication Station and Mobile Client (Guide: Message Transfer Configuration)

6 BackWeb Server (optional)

(Guide: SAP BackWeb Components Installation and Configuration guide Mobile Sales)

/

7 Optional: Integration of

SAP BW 2.1C (Guide: SAP Library and Integration Between the Business Information Warehouse and Mobile Sales)

SAP APO 3.0A (Guide: Integration of CRM and APO-ATP)

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Contact Center

Introduction

The Contact Center (CC) (formerly known as Customer Interaction Center, CIC) provides robust technology for contact center operations.

The main features of the Contact Center are:

Call Processing - Processing of inbound and outbound telephone calls and integration of telephone technology with the SAPPhone CTI (Computer Technology Integration) interface.

E-Mail Management - Processing of inbound and outbound e-mail. • Activity Management - Tracking all interactions with business partners.

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Technical Components

The Contact Center is a common state-of-the-art technology for any business transactions in a Service Interaction Center, Telesales or Telemarketing scenario using phone and mail.

Telemarketing

This scenario supports the execution of sales and service campaigns with call list management.

For effective telemarketing campaign analysis, you can optionally integrate SAP Business Information Warehouse (SAP BW) into your CRM system landscape.

Telesales

With the Telesales scenario, a contact center can be upgraded to a new sales channel. The solution focuses on sales order processing including product proposal for a very fast entry. Cross-selling functions enables you to offer complementary products and services based on several schemes.

For a telesales order you need to integrate SAP Advanced Planner and Optimizer (APO) for checking the product availability.

In order to display a product catalog with the relevant prices, you need to install the SAP Internet Transaction Server and the SAP Internet Pricing and Configurator (IPC).

Service Interaction Center (SIC)

The SIC supports processing of service requests and orders including the transfer to second level service group members for resolution. A case based reasoning tool called interactive intelligent agent supports quick resolution of complex problems.

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Installation Sequence

The following table provides an overview of the main installation steps and related documents for the Contact Center scenario.

Product To Be Installed

Subsequent Steps

(Guide:seeOverview: Related Installation / Configuration Guides [Page 37])

1 CRM Server

(Guide:Enterprise Buyer professional edition 2.0 / SAP CRM 2.0C

Installation on <operating system>: <database>)

a. Installing the required languages (Guide:Language Transport (BC-CTS-LAN) 4.6x)

b. Configuring the CC

(Guide:Customer Interaction Center) c. If you are using the Telesales

functionality, see documentation CRM Telesales Cookbook.

d. Integration of SAP APO (Guide:

Integration of CRM and APO-ATP)

2 PI 2000 for OLTP R/3

(Guide:Several Plug-in documents)

a. Configuring the CRM server and the OLTP R/3 System for proper

communication. (Guide: R3-Adapter)

b. Performing further post-installation steps

(Guide:SAP CRM Setup and Download guide)

3 Installing the SAP Internet Transaction Server.

(Guide:SAP@WebInstallation Guide 4.6D)

/

4 Internet Pricing and Configurator (IPC)

(Guide: Installing the Internet Pricing and Configurator

Since error patches and service packs for the Internet Pricing and Configurator are shipped as full installations, check SAP Note

350585 for the latest service pack of the Internet Pricing and

Configurator 2.0C)

5 R/3 Gateway

(Part of Guide: SAP Knowledge Provider Server - Infrastructure Components)

6 SAP Content Server (optional)

(Part of Guide: SAP Knowledge Provider Server - Infrastructure Components)

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7 Computer Telephony Integration

(optional / third-party documentation) /

8 Integration of SAP BW 2.1C (optional) /

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Enterprise Buyer professional edition

Introduction

Enterprise Buyer professional edition (EBUYER, EBP) is the mySAP.com E-Procurement component. Itenables open, full-cycle, inter-enterprise procurement and covers all processes from the creation of a requisition, with or without catalogs, to the payment of the invoice. End users are able to purchase goods and services straight from their desktops, leaving purchase departments free to focus on strategic purchasing operations.

Enterprise Buyer supports both: Operational and strategic procurement:

Operational procurement: Employees are responsible for the procurement of goods and services they need for their work. This reduces the pressure on the purchasing

department and enables it to concentrate on strategic tasks such as contractual negotiation.

Strategic procurement: Professional purchasers work within the purchasing organization of a company and perform the following tasks:

- Complete purchasing transactions and process purchase orders.

- Entering public and restricted bid invitations, convert bid invitations to reverse auctions and manage bids.

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Technical Components

System Infrastructure

The following diagram shows the components of the Enterprise Buyer Scenario, the communication between them and the technical infrastructure needed to implement the scenario. Optional components are shown in a light shade.

Internet Web Host

Internet Vendor BBP Host R/3 OLTP Plug-In 2000 APO BW RDBMS RDBMS EBP/CRM System Middleware RDBMS

Web, Middleware & Catalog Host

External Web Server ITS WG a te Catalog Web Server JR un DL L ITS WG a te RDBMS Business Connector External ITS Internal ITS Intranet Employee Vendor System Internal Web Server Fi re w all Catalog RDBMS

The Enterprise Buyer 2.0 system consists of the following components: • SAP Basis system (Release 4.6D) with the Enterprise Buyer component. • SAP Web infrastructure (SAP Internet Transaction Server, Release 4.6D).

For more information see SAP Note 359674: 4.6D ITS for Enterprise Buyer professional edition.

• SAP Business Connector, Release 3.1. • Catalog and Open Catalog Interface (OCI).

Integration

Enterprise Buyer is a standalone SAP System you can use in a heterogeneous system environment. The SAP System or ERP backend systems can belong to the system environment. The components Financial Accounting and Controlling must exist in the ERP system.

The Enterprise Buyer system is based on technologies such as the SAP Business

Framework, which provide greater scalability and better performance. It communicates with the business processes in the backend system using the Business Application Programming Interfaces (BAPIs).

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22 The Enterprise Buyer system can communicate with the following SAP backend system releases and higher:

• 3.1I • 4.0B • 4.5B • 4.6B • 4.6C

Implementation

The following scenarios are supported for the Enterprise Buyer system: • The classic scenario:

You implement the Enterprise Buyer system and one or multiple ERP systems. All Materials Management is mapped in the ERP system.

The graphics below illustrate the classic scenario: The first graphic shows an Enterprise Buyer system connecting to a single backend system, the second shows an EBP System connecting to multiple backend systems.

Enterprise Buyer with a Single Backend System

Enterprise Buyer professional edition 2.0 R/3 FI CO MM Web Server Web Server ITS SAP Business Connector Fir e w a ll Fir e w a ll Fir e w a ll Intranet (employee) Internet (vendor) XML message to vendor ITS

Enterprise Buyer with Multiple Backend Systems Web Server Web Server ITS SAP Business Connector Fir e w a ll Fir e w a ll Fir e w a ll Intranet (employee) Internet (vendor) XML message to vendor ITS R/3 FI CO MM R/3 FI CO MM R/3 FI CO MM Enterprise Buyer professional edition 2.0

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The decoupled scenario

Shopping carts for nonproduction materials or services are directly processed further, and purchase orders are placed in the Enterprise Buyer system. The follow-on documents for the purchase orders are also created in the Enterprise Buyer system (confirmation, goods receipt / service entry and invoice).

You can continue to procure production materials and services, using the Materials Management functions in your ERP system.

The standalone scenario

In this scenario, you have no materials management in your ERP system and are using the Materials Management functions in the Enterprise Buyer system for all nonproduction procurement.

The graphic below illustrates the standalone scenario:

Web Server Backend accounting system e.g. R/3 Web Server ITS SAP Business Connector Fir e w a ll Fir e w a ll Fir e w a ll FI CO Intranet (employee) Internet (vendor) XML message to vendor ITS Enterprise Buyer professional edition 2.0

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Installation Sequence

The following table provides an overview of the main installation steps and related documents for Enterprise Buyer professional edition.

Product To Be Installed

Subsequent Steps

(Guide:seeOverview: Related Installation / Configuration Guides [Page 37])

1 EBP Server

(Guide: Enterprise Buyer professional edition 2.0 / SAP CRM 2.0C

Installation on <operating system>: <database>)

Installing the required languages

(Guide: Language Transport (BC-CTS-LAN) 4.6x)

Refer also to the guide SAP CRM Setup and Download guide that describes some EBP relevant activities.

2 PI 2000 for OLTP R/3 (optional)

(Guide: Several Plug-in documents) /

3 SAP Business Connector

(Guide: SAP Business Connector Installation for Enterprise Buyer professional edition)

/

4 Installing the SAP Internet Transaction Server

(Guide: SAP@WebInstallation Guide 4.6D)

Refer to SAP Note 3596744.6D ITS for Enterprise Buyer professional edition

/

5 Requisite Catalog (optional) Make sure that all software

requirements are met before beginning the installation: see guide below.

(Guide: Requisite Technology's BugsEye™ Installation Guide)

/

6 Integration of SAP BW 2.1C (optional / SAP Library)

See also Setting up the Business Information Warehouse (BW) in the EBP Server

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Appendix

Software Components Overview

This section provides additional information about the most important EBP/CRM software components.

Only a subset of these components is required for the installation of a specific scenario. You can find a scenario specific overview of components in the section

Scenario Overview [Page 7].

SAP Components

• EBP / CRM Server [Page 26]

• OLTP R/3 System [Page 27]

• Internet Transaction Server [Page 28]

• Index Management Server [Page 29]

• Internet Pricing and Configurator (IPC) [Page 31]

• SAP Search Engine [Page 29]

• SAP Content Server [Page 30]

• Mobile Client [Page 32]

• Communication and Development Station [Page 33]

• R/3 Standalone Gateway [Page 34]

• SAP Business Connector [Page 34]

• SAP Business Information Warehouse [Page 35]

• SAP Advanced Planner and Organizer [Page 35]

Non-SAP Components (Third-Party Software)

• Backweb [Page 35]

• Computer Telephony Integration (CTI) [Page 36]

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EBP/CRM Server

Definition

Enterprise Buyer / SAP CRM Server is a special SAP System based on the SAP System Basis Release 4.6D, that is an application and database instance installation released on several database and operating systems platforms (see in SAP Service Marketplace at:

http://service.sap.com/platforms)

The basic installation of Enterprise Buyer system and SAP CRM on the application and database server side is a common process. Thus, with one command, you install the main server components of both Enterprise Buyer system and SAP CRM.

You can use Enterprise Buyer system and CRM on the same server host regarding the following constraints:

• Enterprise Buyer system and CRM must have different clients • Performance shortage may occur

CRM Server

The CRM Server serves as the central data storage and distribution unit for the mobile components of SAP's CRM products (SAP Sales, SAP Service, SAP Marketing). Data from all mobile clients is consolidated in one central database on the CRM Server and is replicated to the clients according to predetermined replication rules.

The CRM Server also handles the messaging between clients and server, temporarily storing information and guaranteeing its delivery. Data is exchanged with an OLTP R/3 and other external systems.

A Middleware layer mainly supports the controlled data exchange with other systems – mobile clients, backend systems, and data warehouses. Especially for mobile clients, a replication mechanism ensures a consistent and up-to-date data set on the distributed local databases. Message queuing ensures delivery and processing of data.

The BDoc Generator and the BDoc Structure Mapper are the server counterparts of the ASCII Adapter on the Development Station (see Communication and Development Station [Page 33]).

BDoc Generator: By calling up the ASCII Adapters, you can initiate a flow that calls up the BDoc Generator for External Data once the data is available in the CDB

(Consolidated Database). The BDoc Generator takes the data, and converts it into BDocs (provisional business documents) on the basis of predefined rules.

• The BDoc Structure Mapper can then convert the provisional business documents (BDocs´) into BDocs by means of mapping rules. These BDocs can then be passed on to the “standard” flow.

Software adapters are used to connect to external systems; the adapters map and convert data to various formats. The CRM application components also exchange data with the middleware layer via a CRM adapter.

EBP Server

The Enterprise Buyer system may need the Enterprise Buyer Server for downloading materials data and using the optional SAP Business Information Warehouse.

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OLTP R/3 System

Definition

OnLine Transaction Processing System (R/3 System) that is used in the Enterprise Buyer / SAP CRM environment as backend system.

Use

CRM provides a consolidated view on customer relationship data throughout the enterprise. To this end, data is exchanged with a connected OLTP R/3 System.

The Internet Pricing and Configurator (IPC) and the CRM system are indirectly connected with the ITS. The data needed for pricing and configuration is downloaded from the OLTP R/3 System to the IPC. Subsequent changes are downloaded on a delta basis.

Data is exchanged between the CRM system and a connected OLTP R/3 System, primarily via the CRM Middleware. A plug-in installed on the OLTP R/3 system acts as a counterpart to the R/3 adapter, supporting the communication of data between the two systems. The data exchange includes an initial transfer of customizing, master, and transactional data to the CRM system as well as delta data in both directions.

The R/3 Plug-in not only supports data exchange in a CRM component, but with other SAP components such as SAP BW or SAP APO.

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SAP Internet Transaction Server

Definition

The SAP Internet Transaction Server (ITS) links the SAP System to the Internet.

The ITS is a gateway between one or more Web servers and one or more SAP application servers. Typically, the Web server is an HTTP server, but other protocols such as FTP or Gopher may also be supported.

The following graphic shows how the ITS extends the three-tier client/server architecture of the SAP System to the Internet:

SAP SAP application application server server SAP SAP database database server server Internet Internet Transaction Transaction Server (ITS) Server (ITS) Web Web server server Web Web browser browser Request Response

The ITS manages all requests and responses between a Web browser client and an SAP System server.

Use

Internet Application Components (IAC) require an ITS to make the functionality available to Internet users using a Web server.

Product catalogs are exported from the CRM system to an external index server for faster access of product data. Multimedia data attached to products or product catalogs is stored in the SAP Knowledge Provider (KPRO) component. When a catalog is published the

appropriate multimedia data is copied to the Web server.

The ITS provides a user interface for the IPC. It also provides the communication between IPC and the CRM scenarios for configurable products. Within the internet sales scenario it also provides the communication for price calculations.

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Text Retrieval & Information Extraction (TREX)

Index Management Service

The SAP Index Management Service (IMS) is a tool for indexing all kind of documents that can be handled in the SAP or CRM environment.

Documents can subsequently be found by means of different search strategies. In order to use this service, a search engine, which fulfills the SAP IMS Server API must be installed.

Architecture

The IMS consists of two parts, the ABAP administration layer and the Search Server layer. The first one contains all administration data of the index management service. It provides ABAP function modules for indexing and searching documents and administrating the indices. The second one, the Search Server layer, implements the communication part (RFC) and provides an interface (SAP Search Server API) for connecting different search engines. The ABAP administration layer is part of the standard delivery and is available starting from 46A standard R/3 version.

Integration

The IMS installation is part of the Text Retrieval & Information Extraction installation.

TREX Search Engine

Definition

The TREX search engine that is included in the Text Retrieval & Information Extraction

installation offers functionality of a standard text retrieval engine.

It fulfills the SAP IMS Server API specification and must be used in combination with the SAP

Index Management Service (SAP IMS).

Use

The SAP search engine is used as a special purpose engine in the R/3 and E-Commerce area.

It provides advanced features for „error tolerant“ and „similarity“ searching. It is optimized for indexing mass data i.e. in catalog scenarios or in an R/3 extended Help environment.

The SAP Search engine is able to index (and search) plain text and HTML documents in form of a file destination or text from memory.

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SAP Content Server

If you want to administer a larger amount of documents in the product catalog (Internet Sales), we recommend that you use the SAP Content Server. However, you can also administer documentation without this server.

The SAP Knowledge Provider Content Server is accessed via HTTP. The interface was defined by SAP AG. If you want to integrate another Content Server into the scenario, the new server must fulfill the requirements of the interface specification.

If data is stored on different servers, cache servers are used to facilitate access to the documents' contents, for example, if a document is to be displayed in a web browser. The cache server creates auxiliary copies of documents from the content server. This enables faster read access to the required documents. Network load is reduced, as no remote content servers need to be located. While cache servers fulfill a similar function to content servers, the amount of administrative work involved is small, and access protection is being preserved. The central document administration function in a SAP System ensures that out-of-date documents in the cache can no longer be accessed and that these documents are eventually deleted.

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Internet Pricing and Configurator (IPC)

Definition

Software tool that lets you configure products and determine their correct prices.

Use

This tool is part of the Contact Center Scenario (Telesales), the Internet Sales business scenario and the Field Sales scenario, but can also be integrated into third-party e-commerce solutions. The IPC is required to process product configurations in any of the scenarios and to calculate prices for products within the Internet Sales scenario and the Mobile Client scenario.

Structure

Within the Contact Center scenario and the Internet Sales scenario the user interface and data communication for the IPC is provided by the ITS.

In the Field Sales scenario the user interface is provided as a Java application.

The master data (knowledge base) with initial and delta download from R/3 for the IPC as part of the Internet Sales scenario and Contact Center scenario are managed by the IPC data loader, which accesses the PI 2000 (Plug-in) component.

The master data with initial and delta download from R/3 for the IPC as part of the Field Sales scenario are managed by the CRM Middleware

The IPC design as a separate component ensures the high access performance needed in an Internet environment.

The most important components of the Internet Pricing and Configurator tool are • Sales Configuration Engine (also part of the Mobile client installation) • Sales Pricing Engine (also part of the Mobile Client installation)

• Graphical user interface (via ITS service for HTML UI or as Java application or standalone as servlet based HTML UI).

• IPC data loader (for the Internet Sales scenario and the Contact Center scenario)

Integration

In addition, the tool can be integrated into any other internet or mobile sales system. The IPC is the first standard application to enable product configuration for field sales / Internet sales and ERP systems and all of their intercommunication.

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Mobile Client

Definition

Mobile Clients are usually laptops running the Mobile Sales or Mobile Service application client. Clients typically connect temporarily (for example, using a modem) to the Middleware Server to exchange data.

The Mobile Client includes all the software needed for offline data entry and processing, as well as separate middleware functions (transaction layer) required for data exchange and communication with the EBP / CRM Server.

Use

The Mobile Client components of CRM support a company’s mobile sales force and mobile service engineers respectively, providing full access to all the necessary data on laptop computers. This data is kept up to date by regular data exchange using the middleware component contained in the central CRM system.

Mobile Client users carry PC application, and a local database, on their laptops.

They connect to the CRM system from time to time via phone or network to exchange data accumulated and stored in queues at both ends. This connection is established via a

Communication Station, where DCOM calls from the mobile clients are transformed into RFC calls that go to the CRM middleware.

Integration

A Mobile Client also includes the Sales Configuration Engine (SCE) and the Sales Pricing Engine (SPE) applications in a typical Mobile Client installation.

With the SAP Business Application Studio (formerly known as Workbench) you can customize your Mobile Client environment.

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Communication and Development Station

Definition

Data transfer tools connecting the SAP CRM Server and the Mobile Clients.

Use

Mobile Client users carry a PC application and a local database, on their laptops. They connect to the CRM system from time to time via phone or network to exchange data accumulated and stored in queues at both ends.

This connection is established via a Communication Station, where DCOM calls from the mobile clients are transformed into RFC calls that go to the CRM Server.

The Communication Station acts primarily as a communication server. This data distribution follows a flexible set of replication rules, where business objects are assigned to mobile clients.

Structure

The communication station contains the following main components • Message Transfer Service: the technique for data transfer The development station contains several tools:

ASCII-Adapter: During data import, the ASCII Adapter takes ASCII files (text files) from a predefined input directory, and converts them into temporary files in the CDB

(Consolidated Database) on the CRM Server.

BDocModeler (has to be installed separately): Modeling BDocs

RepGuardian (has to be installed separately): tool that checks the consistency of the repository and transports repository content between the CRM Server repository and the external BDoc Modeler Repository on the MS SQL database

SAP Business Application Studio (formerly known as Workbench): The SAP Business Application Studio provides the tools that are used to customize and/or develop each layer of the mobile component client software. For example, adding a new

information field, modifying the layout of an existing screen or amending the rules associated with the processing of information (has to be installed with the Mobile Clients Setup).

The BDocModeler has to be installed after the SAP Business Application Studio

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R/3 Standalone Gateway

Definition

An SAP System that consists only of the SAP Gateway and can be operated and maintained independently of other SAP Systems. The SAP Gateway enables non-SAP Systems to act as a communication partner of SAP Systems.

Use

There are various reasons to install a standalone gateway. For example, in a system where the database instance and central instance are on different hosts, a gateway instance on the database server host enables remote function calls. Another reason to install a gateway is to enable communication between SNA (systems network architecture) and SAP Systems. A SAP standalone Gateway is used in the CRM Scenarios Internet Sales and Contact Center, mainly for the Index Management Server and the Internet Pricing and Configurator but also for the optional Computer Telephony Integration feature (CTI).

SAP Business Connector

Definition

SAP Business Connector (SAP BC) is a middleware product that allows you to integrate with an SAP System using open and non-proprietary technology. SAP BC uses the Internet as communication platform and XML/HTML as data format. Thus it seamlessly integrates different IT architectures with an SAP System.

Use

SAP BC allows for full bi-directional communication to and from an SAP System. On the one hand, all SAP functionality accessible via BAPIs and IDocs can be made available to

business partners over the Internet as secure XML-based services. On the other hand, applications and information running on a remote web site can be instantly invoked by a simple SAP function call, thus making the information of the Web available to an SAP system. If you want to perform data transfer using FTP or HTTP, the SAP Business Connector is a prerequisite for using the Enterprise Buyer bidding scenario.

It can also be used to enable the transmission of: • Purchase orders

• Sales Orders

• Shipping notifications • Invoices

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SAP Business Information Warehouse

Definition

SAP BW 2.1C is an analysis tool that gathers and refines information from internal and external sources containing

• customizable reporting tools from any perspective

• predefined information models, reports, analyses and key performance indicators

Use

SAP BW 2.1C can be used as an optional software component for all Enterprise Buyer/ SAP CRM scenarios in order to

• create reports and replicate them to the different offline working users using the

Middleware mechanisms. The BW analysis is replicated as MS Excel spreadsheets and will be available within the Mobile Client in the component Reports (Mobile Client Scenario).

• evaluate the sales and distribution data from CRM Marketing (Internet Sales Scenario) • perform effective telemarketing campaign analysis (Contact Center Scenario)

SAP Advanced Planner and Organizer

Definition

SAP APO 3.0A is part of the supply chain management. SAP APO comprises tools for real-time planning and decision support.

Use

SAP APO 3.0A performs product availability checks for telesales orders (mandatory in the Contact Center scenario) and in the Field Sales or Internet Sales scenarios (optional).

BackWeb

Definition

BackWeb is a system that enables businesses to gather, target and deliver large amounts of data in any format - audio, video, software files, HTML, and so on—to user desktops across their extended enterprise. BackWeb accomplishes this through the use of information channels.

Use

BackWeb is an optional third-party software component in the field sales scenario. With BackWeb, you select the channels you want to view, and it delivers and displays the content for those channels in Mobile Clients Infocenter views as well as other viewer applications: BackWeb Ticker, Newstitle, and Screensaver.

Content is available also in the form of flashes or background wallpaper.

BackWeb delivers content quickly and efficiently - reducing wait time and network overload. While you continue working in other applications, BackWeb automatically downloads content to your computer in the background.

BackWeb displays content stored in your local hard disk. While new content is retrieved, the channel's existing content is deleted.

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Computer Telephony Integration (CTI)

Definition

CTI connects a computer (single workstation or server on a LAN) to a telephone switch (a PBX or an ACD) to have the computer issuing the telephone switch commands. CTI is used, for example, to call customer data via his or her telephone number provided by the telephony switch. It is also used to transfer a call with data.

Use

CTI is an optional third-party software component in the Contact Center (SIC, Telesales, and Telemarketing scenario).

Being part of the SAP CRM server, the standard SAPPhone API works as an interface between the application components and the CTI (Computer Telephony Integration) middleware and telephone components to provide direct communication between the telephony and the CRM system.

The provision of a standard interface guarantees flexible scalability of the CTI components. If you do not integrate a CTI component, your call center employee has to identify the caller manually or transmit customer data to the subsequent person in charge.

The CTI software is not delivered with the SAP CRM but has to be obtained from CTI vendors. CTI vendors must be certified through the SAP Complementary Software Program (CSP).

Requisite BugsEye

TM

Definition

BugsEyeTM is Requisite Technology’s catalog engine for the Enterprise Buyer scenario.

Use

It employs natural language requests to locate products instantaneously. The BugsEyeTM search engine works together with electronic catalogs to create a highly cohesive solution, reducing the time required to find and purchase products.

Features

User-friendly interface with a familiar “search engine” look and feel • Customizing tools

• Accelerated search capabilities • Multilingual interfaces

• Priority vendor categorization • Optimized part number searches

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Overview: Related Installation / Configuration Guides

Guide Purpose Where to find

(Guides marked with

*

are also available on the CRM 2.0C Client CD ROMs; Guides marked with

**

are also available in SAP Service Marketplace:

http://service.sap.co m/instguides

Scenario

FS=Field Sales

ISA= Internet Sales CC=Contact Center EBP=Enterprise Buyer

FS ISA CC EBP SAP CRM 2.0C / Enterprise Buyer professional edition 2.0: Technical Infrastructure Distribution of hosts and software components SAP Service Marketplace at http://service.sap.co m/network. x x x x

Refer to the following SAP Notes (it depends on which level you want to start) For CRM functionality (Upgrading or new installation of PI) • 329946 Delta upgrade to PI 2000.2 for R/3 3.1I - 4.6C • 329949 Upgr. to 4.0B/4.5B/4.6B/4. 6C with PI/PI-A 2000.2 • 329943 Installation PI 2000.2 for R/3 3.1I - 4.6C Several Plug-in Installation documents Plug-In Installation for the OLTP R/3 Systems

For EBP functionality (Upgrading or new installation of PI-A) • 329944 Installation PI-A 2000.2 for R/3 3.1I - 4.5B • 329947 Delta upgrade to PI-A 2000.2 for R/3 3.1I - 4.5B x x x (x)

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38 Enterprise Buyer professional edition 2.0 / SAP CRM 2.0C Installation on <operating system>: <database>** Installing the EBP / SAP CRM Server Enterprise Buyer 2.0 / SAP CRM 2.0C Installation/Upgrade Guides CD-ROM x x x x Language Transport (BC-CTS-LAN) 4.6x Installing required languages Enterprise Buyer 2.0 / SAP CRM 2.0C Installation/Upgrade Guides CD-ROM x x x x SAP CRM Setup and Download guide** Initial download and setup procedures for basic middleware data Enterprise Buyer 2.0 / SAP CRM 2.0C Installation/Upgrade Guides CD-ROM x x x SAP@WEB Installation Guide 4.6D Installing and configuring the SAP Internet Transaction Server (ITS) Server Components CD-ROM x x x Installation of the Communication Station and Development Station

*/**

Installing mandatory and optional tools for data transfer between CRM Server and Mobile Clients Enterprise Buyer 2.0 / SAP CRM 2.0C Installation/Upgrade Guides CD-ROM x Activation of the Communication Station and Development Station

*/**

Post-Installation Steps for the Communication and Development Station Enterprise Buyer 2.0 / SAP CRM 2.0C Installation/Upgrade Guides CD-ROM x

R3-Adapter** Configuring the CRM server and the OLTP R/3 System for proper communication The R/3 Adapter is the interface between the CRM Server and OLTP R/3 systems. Enterprise Buyer 2.0 / SAP CRM 2.0C Installation/Upgrade Guides CD-ROM x x x

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ASCII-Adapter

*/**

Mapping is used for data conversion when importing data from external systems. Mapping comprises three individual components: • the ASCII Adapter • the BDoc Generator • the BDoc Structure Mapper Enterprise Buyer 2.0 / SAP CRM 2.0C Installation/Upgrade Guides CD-ROM x SAP CRM 2.0C -Mobile Sales / Service Client Installation Guide/ Mobile Client

*/**

Installing the

Mobile Client Enterprise Buyer 2.0/ SAP CRM 2.0C Installation/Upgrade

Guides CD-ROM x

Mobile Clients

*/**

Activating the

communication between mobile client and CRM server Enterprise Buyer 2.0 / SAP CRM 2.0C Installation/Upgrade Guides CD-ROM x Message Transfer

Configuration Configuration ofmessage transfer between Mobile Client, Communication Station and CRM Server. Enterprise Buyer 2.0 / SAP CRM 2.0C Installation/Upgrade Guides CD-ROM x Installation Guide -Middleware 2.0

*/**

Installing the development tools (BdocModeler, RepGuardin, Qload) for the development station Enterprise Buyer 2.0 / SAP CRM 2.0C Installation/Upgrade Guides CD-ROM x

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SAP Library Integrating SAP

BW into SAP CRM

Online Help on CRM Middleware in the SAP Help Portal

In the help portal (http://help.sap.co m), choose mySAP.comCross Industry Solutions → mySAP Customer Relationship ManagementBasis TechnologyCRMMiddlewareThe Adminstration ConsoleThe User InterfaceBW Systems. (x) (x) x (x) Integration Between the Business Information Warehouse and Mobile Sales** Integrating SAP BW into Field Sales Scenario Enterprise Buyer 2.0 / SAP CRM 2.0C Installation/Upgrade Guides CD-ROM (x) Integration of CRM and APO-ATP** Integrating SAP APO ATP into SAP CRM Enterprise Buyer 2.0 / SAP CRM 2.0C Installation/Upgrade Guides CD-ROM (x) (x) x (x) Customer Interaction Center** Configuring the Costumer Contact Center (latest version is available for CRM 2.0A only) Enterprise Buyer 2.0 / SAP CRM 2.0C Installation/Upgrade Guides CD-ROM CRM Telesales Handbuch** Configuring the Telesales scenario (currently available only in German; see also English summary below) Enterprise Buyer 2.0 / SAP CRM 2.0C Installation/Upgrade Guides CD-ROM SAP Internet Sales -Implementation & Configuration Cookbook ** Configuration steps for the product catalog Enterprise Buyer 2.0 / SAP CRM 2.0C Installation/Upgrade Guides CD-ROM x x SAP Business Connector Installation for Enterprise Buyer professional edition** Installing SAP Business Connector for Enterprise Buyer scenario Enterprise Buyer 2.0 / SAP CRM 2.0C Installation/Upgrade Guides CD-ROM (x)

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Installing the Internet Pricing and

Configurator

*/**

Implementing the IPC for the CRM Server Enterprise Buyer 2.0 / SAP CRM 2.0C Installation/Upgrade Guides CD-ROM x x

Text Retrieval & Information Extraction for CRM Internet Sales Installation Guide Search Engine, Text Mining Engine, Index Management Server (IMS) Enterprise Buyer 2.0 / SAP CRM 2.0C Installation/Upgrade Guides CD-ROM x x SAP Knowledge Provider Server -Infrastructure Components Installing the

Product Catalog SAP 4.6x ServerComponents Package CD-ROM path: /Kpro/docu/English/Kp ro_e.pdf x x SAP BackWeb Components Installation and Configuration guide Mobile Sales

*

Optional Third-Party software Enterprise Buyer 2.0 / SAP CRM 2.0C Installation/Upgrade Guides CD-ROM (x) Computer Telephony Integration (CTI) Optional Third-Party software for data language integration in R/3 using the SAPPhone-interface see Third-Party documentation (x) Requisite Technology's BugsEye™ Installation Guide Optional Third-Party software for installing a catalog see accompanying letter (x)

Figure

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References

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