sap real-time offer management 7.1 sp02 · the sap real-time offer management configuration data is...

Configuration Guide

SAP Real-Time Offer Management

Document Version: 1.0 – 2016-06-10

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SAP Real-Time Offer Management 7.1 SP02

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© 2016 SAP AG. All rights reserved.


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© 2016 SAP AG. All rights reserved. 3

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1.0 2016-06-10 Initial version

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Table of Contents

Table of Contents

1 SAP Real-Time Offer Management Configuration ..................................................................................... 5


SAP Real-Time Offer Management Configuration

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1 SAP Real-Time Offer Management Configuration

You can use this guide to configure your SAP Real-Time Offer Management (RTOM) engine. For information about

the configuration of the SAP Customer Relationship Management (SAP CRM) host, see SAP Solution Manager.

Process

Managing SAP Real-Time Offer Management Configuration Files

The SAP Real-Time Offer Management configuration data is stored on a database and the configuration files are

not saved as files in the system.

When you want to change or update the configuration data, you must first copy the configuration data from the

database into a local directory on your computer. You can then change these files and import the changed files

back into the database.

You can use the Configuration Manager tool to export configuration settings into configuration files and XML files.

The files are saved under <Installation directory>\SAP CRM\RTOM\ForEdit. The system tracks any

changes made to the configuration files, and you can view information about the changes in a log.

Note

You can display and change most RTOM configuration data using the SAP Real-Time Offer Management

application toolkit. For more information, see the SAP Real-Time Offer Management Integration Guide.

For the RTOM configuration data that cannot be displayed and changed in the RTOM application toolkit,

you can use the Configuration Manager tool.

Backing Up Configuration Files

Before making any changes to the configuration files, you should create a backup copy by doing the following:

1. Use the Configuration Manager tool to export the configuration data to the <Installation

directory>\SAP CRM\RTOM\ForEdit directory.

Note

This step is not required if you have already exported the configuration data or if you wish to keep a

previous version of the <Installation directory>\SAP CRM\RTOM\ForEdit directory before overwriting it

with a new export.

2. Manually create a new directory named ConfigurationBackup under the installation directory.

3. In that directory, create a directory named with an appropriate timestamp (for example: 22Oct08_1600).

4. Copy the <Installation directory>\SAP CRM\RTOM\ForEdit directory to the new directory.

https://websmp101.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000737161&

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Modifying Configuration Files

Exporting Files

To export the configuration files, perform the following steps:

1. Open the Configuration Manager by choosing Start All Programs SAP RTOM Configuration Manager

.

Enter your user name and password as prompted.

This opens the Configuration Manager window that is divided into two tabs: Export Files and Import Files.

2. In the Export Files window, choose Start Export and choose Yes to confirm the export. The configuration files

are written in the following directory: <Installation directory>\SAP CRM\RTOM\ForEdit.

Note

An export is always made to a predefined location that is created by the application. You should not

change the structure of the directories in that location or the location of the files in it.

All changes are registered and can be viewed in the Log Viewer - Audit Log.

All previous XML files found in these directories are overwritten.

Editing Files

To edit the configuration files, right-click the relevant XML file and choose Open with Notepad (or any other text

editor). Edit the file and save it in the same location.

Note

You must save the configuration files in UTF-8 format.

Importing Updated Files

Caution

You should only change and import configuration files from the <Installation directory>\SAP

CRM\RTOM\ForEdit directory. Importing files from other locations changes the structure of the

database and does not affect the relevant configuration.

1. To import the changed configuration files and apply the changes, go to the Import Files window of the

Configuration Manager and choose Import files.

2. Enter a short description for the change.

The change description applies to all files that are imported at the same time.

3. Choose Add files and choose the relevant file from the <Installation directory>\SAP

CRM\RTOM\ForEdit directory.

4. Choose Start Import.

The log area indicates the status of the import.



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Applying the New Configuration

Once the import is complete, choose Update Server. All SAP Real-Time Offer Management services that have

been changed are updated and restarted.

However, if you have made changes to the integration layer, you need to restart the SAP Real-Time Offer

Management engine for the changes to take effect. To restart the SAP Real-Time Offer Management engine by

doing the following:

1. Stop the IntentDC service.

2. Stop the RTOM service IngeneoAdministrator.

3. Shut down all integration layer COM+ applications and stop the integration layer services.

4. Start the service IngeneoAdministrator.

The configuration changes are updated in the system.

Restoring Configuration Files

Configuration files contain various parameters that are crucial for system operation.

Errors or invalid values in configuration files can cause problems that prevent the system from starting.

If you need to restore the previous configuration and it is still possible to open the Configuration Manager tool, the

old working configuration files can be imported from the backup.

Caution

Saving the backup files is a manual process (see the section Backing Up Files). If the files are not saved,

the restore operation is restricted to the default configuration.

Resetting the Configuration

Note

This should be done by the system administrator.If a configuration change causes a problem that

prevents the Configuration Manager from opening, a reset script can be executed.

The reset script resets the configuration to the default released configuration. All changes made up to this point

are lost. Once the configuration has been reset, it is possible to open the Configuration Manager and restore the

changes by importing the last working configuration file backup (if one was saved).

The reset script depends on the SAP Real-Time Offer Management database that is used. To run the configuration

reset script, do the following:

1. Go to the SAP Real-Time Offer Management software package.

2. Go to the scripts directory and open the recovery script for editing. This location depends on the database

you are using.

o If you are using the Microsoft® SQL Server® (MS SQL®) database, the following applies:

Note

You need SQL authentication and dbowner permissions, rather than authorization as a Windows user

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o The script file name and path is RTOM Software Package\Sql

Scripts\RecoverConfigFiles.cmd.

o Update the following database parameters in the RecoverConfigFiles.cmd script file: USER,

PASSWORD, DATABASENAME, and the full path to the location of the script and log files.

o If you are using the Oracle® database, the following applies:

o The script file name and path is RTOM Software Package\Oracle

Scripts\RecoverConfigFiles-Oracle.cmd.

o Update the following database parameters in the RecoverConfigFiles-Oracle.cmd script file:

ORACLE_HOME, ORACLE_SID, USER, PASSWORD, DATABASENAME, and the full path to the location

of the script and log files.

o If you are using the MaxDB™ database, the following applies:

o The script file name and path is RTOM Software Package\MaxDB

Scripts\RecoverConfigFiles-MaxDB.cmd.

o Update the following database parameters in the RecoverConfigFiles-MaxDB.cmd script file:

USER, PASSWORD, DATABASENAME, DB_SERVER_NAME (this is the name of the server where

MaxDB™ is installed), SCHEMA_NAME, and the full path to the location of the script and log files.

3. After the script is updated and saved, open the command prompt (on the database server) and run the script.

4. Make sure that the script finishes successfully and no error messages appear. The recovery log file can be

found in the directory of the recovery script. This log file is generated when the recovery script is run. The

suffix of the file is log.

Recommendation

Remove password information from the script and make sure that no confidential information remains.

Restoring Updated Configuration Files

To restore old configuration files using the Configuration Manager, do the following:

1. Go to <Installation directory>\SAP CRM\RTOM\ForEdit and delete the content.

2. In the installation directory, open the ConfigurationBackup directory and copy the content of the library

from the date you wish to restore.

3. Paste the content into the <Installation directory>\SAP CRM\RTOM\ForEdit directory. Make sure

the structure of the <Installation directory>\SAP CRM\RTOM\ForEdit directory has not changed

(ForEdit\Configuration\SAPIC).

4. Import the files from the <Installation directory>\SAP CRM\RTOM\ForEdit directory.

For more information, see the section Importing Updated Files.

5. Restart the relevant service and components.

Main Configuration Parameters

All configuration files are kept in the database. To perform any changes, they should be exported, changed, and

imported back into the system. For more information about changing the configuration settings, see the SAP

Real-Time Offer Management Application Guide and the SAP Real-Time Offer Management Integration Guide.

Security configuration parameters are already described in the documentation related to the security or the

customer profile Customizing process. For more information about security, see the SAP Real-Time Offer

Management Security Guide.








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This section describes additional configuration parameters that you might want to change in the system.

The configuration parameters below are divided into the following categories:

Offer list parameters

Parameters that affect the delivered SAP Real-Time Offer Management offer list length and display.

System learning and optimization parameters

Parameters that affect offer predictor calculations.

Alerts parameters

Parameters that affect the system messages (alerts) display.

Feedback parameters

Parameters that affect user feedback display and use.

General parameters

Parameters that affect reports, system logs, and data objects.

The changes are made in the initialization.xml file that can be found in <Installation

directory>\SAP CRM\RTOM\ForEdit\Configuration\SAPIC.

Caution

Errors in the configuration files may cause malfunctions in the system, and may even prevent the system

from starting. Before trying to make any changes to the configuration files, see the SAP Real-Time Offer

Management Application Guide for information about configuration backup procedures and the reset

process.

Offer List Parameters

The following table describes parameters that affect the delivered RTOM offer list length and display.

Tag Location/Example Use Possible

Values

<NumOfDeliveredOpps> <initialization><UniEAgent><DeliverOpps>

<NumOfDeliveredOpps>6</NumOfDeliveredOpps>

The maximum

number of offers

delivered to the

user. If the

number of valid

offers is higher

than

NumOfDelivere

dOpps, only the

top scored offers

are delivered.

Number

of offers

<DeliverExpertNumOfLa

stDays>

<initialization><UniEAgent><DeliverOpps>

<DeliverExpertNumOfLastDays>3</DeliverExpertN

umOfLastDays>

Number of last

days for which to

show all

displayed offers.

This parameter

guarantees

Number

of days.

0

deactiva

tes this

mechani

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Values

consistency in

offers shown, so

users are shown

the same offers

after logging on

again after a

short period (the

length of time is

defined in this

parameter). In

the example

above, the user

always sees all

the valid offers

that were

presented in the

last three days.

This is used

mainly for the

Web channel.

sm.

Learning and Optimization Parameters

The following table describes parameters that affect the learning and optimization mechanism.

Tag Location/Example Use Possible Values

<ExpAnalyzer><Channel

sParam>

<<initialization><ExpAnalyzer><

ChannelsParam><IC

SliceMinTime=”10080”

WindowSize=”3” NormalNum=”10”

ConstNum=”0.1”

DefaultResponseRatio=”0.5” />

Used to define

predictor

parameters for the

inbound channel.

SliceMinTime

Learning slice time

frame in

milliseconds. The

slice determines

how often the

predictor is

recalculated.

WindowSize

Number of slices

used for learning

(window). The

window

determines how

much history

(number of slices)

SliceMinTime

Learning slice time

frame in minutes

WindowSize

Number of slices

used for learning

NormalNum

Number of

feedback per offer

(should not be

changed without

consulting the

RTOM team)

ConstNum

Number between

0 and 1 (should

not be changed

without consulting

the RTOM team)



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to include in the

predictor

calculation.

The following

attributes are used

to prevent

predictor bias if

the offer has only

been presented a

small number of

times and the

experience might

not represent the

real preferences.

These attributes

should not be

changed without

consulting the

RTOM team.

NormalNum

This number is

used to determine

the order of

magnitude of the

minimum amount

of feedback the

offer has to have

received before

the experience can

be treated as

reliable. The

amount of

feedback has to be

10 times larger

than NormalNum

to remove the

need for special

treatment.

ConstNum

This number is

used to determine

how the predictor

value is affected if

there is a need for

special treatment

(the amount of

offer feedback is

DefaultRespo

nseRatio

Number between

0 and 1. Set to 0.5.

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too small with

respect to

NormalNum). The

value should be

1/NormalNum. If

ConstNum is

larger than

1/NormalNum, the

predictor value is

decreased. If

ConstNum is lower

than

1/NormalNum the

predictor value is

increased.

DefaultRespon

seRatio

Default initial

predictor value.

<OppAgent><ChannelsP

aram>

<initialization><OppAgent><ChannelsPa

ram><IC Threshold=”0.001”

ShufflePower=”1”

ImportanceShufflePower=”1”

SystemReOfferDays=”0”/>

Used for defining

parameters for the

Web/inbound

channel:

Threshold

The predictor

threshold for an

offer to be

considered (the

minimum

predictor value to

consider).

ShufflePower

Determines the

way the offer draw

is weighted; that

is, whether or not

the draw should

take into account

the offer profit

when weighing the

options.

This attribute

should not be

changed without

consulting the

RTOM team.

Threshold

Number between

0 and 1. The

typical value is

lower than 0.1.

ShufflePower

1 (should not be

changed without

consulting the

RTOM team)

ImportanceSh

ufflePower

1 (should not be

changed without

consulting the

RTOM team)

SystemReOffe

rDays

Number of days.

To deactivate,

enter 0.



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ImportanceSh

ufflePower

Number of days to

wait after an offer

has been made

before making a

new offer to this

client.

This value applies

to the whole

system and is not

specific to

particular offers. It

represents the

general threshold

for re-offer days in

the system and

overrides re-offer

values from

specific offers.

Alerts Parameters

The following table describes parameters that affect the system messages (alerts) display.


<Max_Alrs> <initialization><AlrAgent><Max_Alrs>20</Max_

Alrs>

The

maximu

m

number

of alerts

that can

be

issued

by a

detectio

n

algorith

m

Number of alerts

<SuitabilityForm

at>

<initialization><AlrAgent><SuitabilityFormat>.T

his is Event Name %s</SuitabilityFormat>

The

value to

be

listed as

the

reason

for the

messag

Free text

The %s is

replaced by the

event name

field as defined

in the Business

Logic Studio

(BLS) in the

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e event

connected to

this message

Combination of

free text and

event name

field

Feedback Parameters

The following table describes parameters that affect user feedback display and usage.


<Type> <initialization><FeedbackPolicy><Type

>LatestFeedback</Type>

Type of

feedback

value to

record and

use in the

experience

calculation

LatestFeedback

Uses the latest session

feedback, for example, the

agent’s feedback from the

feedback screen

HighestFeedback

Uses the highest feedback

in the session

<ImplicitByEx

perience>

<initialization><FeedbackPolicy><Implic

itByExperience

numOfOldFeedback=”10”

oldAnswerLabel=”Not Offered”

newAnswerLabel=”Negative

“defaultAnswerLabel=“Not Offered”/>

An option to

affect the

experience

by implicit

behavior.

The

parameters

are used in

the

following

way: if an

offer has

status

oldAnswerL

abel

numOfOldF

eedback

times, it is

recorded as

newAnswer

Label

instead of

the default

defaultAnsw

erLabel. In

the example

numOfOldFeedback

Number of feedback

To deactivate, enter a high

number (for example,

10000)

oldAnswerLabel

Not

Offered/Negative/Interest

ed/Positive

newAnswerLabel

Not


ed/Positive

defaultAnswerLabel

Not


ed/Positive (should not be

changed without

consulting the RTOM

team)



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above, if an

offer has

status Not

Offered 10

times, it is

recorded as

Negative

instead of

the default

Not Offered.

This option

is used in

the SAP

Web

Channel

Experience

Manageme

nt when no

explicit user

feedback is

given.

General Parameters

The following table describes parameters that affect reports, logs, and data objects.


Values

<DoTypeTim

es><Times>

<initialization><Cache><DoTypeTimes><Times

Do=”Agent” LiveSpanTime=”54000000”

LockSpanTime=”300000” /></DoTypeTimes>

LiveSpan

Time

The amount

of time a data

object stays

alive without

being

touched.

This prevents

inactive

sessions

from being

kept if the

agent did not

end the

session

properly.

LockSpa

nTime

LiveSpan

Time

Number of

milliseconds

LockSpa

nTime

Number of

milliseconds

Not

e

LockSpanTi

me should be

smaller than

LiveSpanTim

e.

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Values

The amount

of time a data

object stays

locked

without being

touched

(technical

lock by a

thread).

Do not

change this

parameter

without

consulting

the RTOM

team.

<Logger> <initialization><Logger><Path>

\\LoggerData\\SAPIC\\EventViewerConfig.xml</Pa

th></Logger>

Default log

path

Valid path

<DumpAgen

t> Syntax

<DumpAgent>

<DodsGroupFilePath>\\Configuration\\SAP

IC\\DodsGroup.xml</DodsGroupFilePath>

</DumpAgent>

Agent Group

SAP Real-Time Offer Profiles Configuration

SAP Real-Time Offer Management profiles consist of three logical blocks that must be configured to enhance the

profiles.

You can choose from the following profiles:

Condition groups

For more information, see:

o Customizing for Customer Relationship Management under CRM Cross-Application Components Rule

Builder Define Rule Policy Types .

o The Creation of Computed Expressions section in the SAP Real-Time Offer Management Application

Guide.

Business object mappings

For more information, see the SAP Real-Time Offer Management Application Toolkit sections in the SAP Real-

Time Offer Management Integration Guide.

Business Object Mapping

You can use the configuration for mapping business objects to define the following:







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Mapping of external sources to a generated XML file

Mapping of the generated XML files to the business object attributes

SAP Real-Time Offer Management Routing Configuration

To support the large scale implementation of SAP Real-Time Offer Management, the following modifications have

been made to the SAP Real-Time Offer Management server architecture:

A deployment is a combination of a number of SAP Real-Time Offer Management instances.

Each instance contains SAP Real-Time Offer Management core engine components, standard integration

components, and may also contain some site specific integration components.

Each instance can be deployed on one machine or distributed (split instance components) among multiple

servers.

All SAP Real-Time Offer Management instances are connected to a single common SAP Real-Time Offer

Management database.

A controller is responsible for the distribution of messages to all SAP Real-Time Offer Management instances

and for the coordination and synchronization between all instances.

A router routes events to any appropriate SAP Real-Time Offer Management instance – the router decision is

made according to a preconfigured policy.

Responses for events initiated from SAP Real-Time Offer Management instance components are routed to

the same initiating SAP Real-Time Offer Management instance.

SAP Real-Time Offer Management Router Configuration

The SAP Real-Time Offer Management router is responsible for making routing decisions (that is, for each

incoming event, the specific SAP Real-Time Offer Management instance that is selected). The routing decision is

determined according to a preconfigured routing policy.

All events related to one session should be handled by the same SAP Real-Time Offer Management instance.

Furthermore, the router must also take into consideration the availability of SAP Real-Time Offer Management

instances. If a specific SAP Real-Time Offer Management instance is not available, the router searches for an

alternative.

Features

Router configuration is located in a file distribution.xml that contains the routing policy definition and an

appropriate policy rule. The policy rule varies from one configured policy to another.

The distribution.xml file contains not only the routing configuration rules but also the deployment definitions

(such as instances, components, and machines). The example below contains the following sections:

1. <InstancesDefinitions>

This first part of the file contains the deployment definitions. For more information about these

definitions, see the SAP Real-Time Offer Management Installation Guide.

2. <Routing>

This part of the file contains the routing rules.


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Example

Example

1. <Distribution>// A new file is located in

..\ForEdit\Configuration\SAPIC\Distribution.xml

2. <InstancesDefintions>

3. // local machine refers to instance intentDC machine

4. <DefaultComponentDistribution>

5. ...

6. <IntentLogger>10.26.10.100</IntentLogger>

7. <IntentExperience>$LocalMachine$</IntentExperience>

8. <IngoingWorkFlow>$LocalMachine$<IngoingWorkFlow>

9. <IngoingWFAgent>$LocalMachine$<IngoingWFAgent>

10. <IngoingWFRouter>$LocalMachine$</IngoingWFRouter>

11. ...

12. </DefaultComponentDistribution>

13. // First instance will always be routing default instance

14. <Instances>

15. <Instance>

16. <Name>Instance1</Name>

17. <Machines>

18. <Machine>

19. <Name>Offline</Name>

20. <IP>10.26.68.236</IP>

21. </Machine>

22. <Machine>

23. <Name>Engine</Name>

24. <IP>ilingeneo22</IP>

25. </Machine>

26. <Machines>

27. <Components>

28. <IntentLogger>10.26.10.100<IntentLogger>

29. <IntentExperience>$Offline$</IntentExperience>

30. <IngoingWorkFlow>$Engine$<IngoingWorkFlow>

31. <IngoingWFAgent>$Engine$<IngoingWFAgent>

32. <IngoingWFRouter>$Engine$</IngoingWFRouter>

33. </Components>

34. <Instance>

35. <Instances>

36. </InstancesDefinitions>

37. <Routing Policy="Static">



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38. <RoutingRules>

39. <CompoundRule>

40. <Rule type="Range" valueType="Number">

41. <paramPath>channel</paramPath>

42. <leftValue>1</leftValue>

43. <rightValue>2</rightValue>

44. </Rule>

45. <Rule type="Range" valueType="Number">

46. <paramPath>AgentId</paramPath>

47. <leftValue>*</leftValue>

48. <rightValue>1000</rightValue>

49. </Rule>

50. <Instance>instance1</Instance>

51. </CompoundRule>

52. <CompoundRule>

53. <Rule type="SingelValue" valueType="Number" exclude="false">

54. <paramPath>channel</paramPath>

55. <Value>10</Value>

56. </Rule>

57. <Instance>instance2</Instance>

58. </CompoundRule>

59. </RoutingRules>

60. </Routing>

61. </Distribution>

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