Configuration Guide
SAP Real-Time Offer Management
Document Version: 1.0 – 2016-06-10
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Table of Contents
Table of Contents
1 SAP Real-Time Offer Management Configuration ..................................................................................... 5
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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.
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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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Tag Location/Example Use Possible
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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Tag Location/Example Use Possible Values
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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Tag Location/Example Use Possible Values
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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Tag Location/Example Use Possible Values
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.
Tag Location/Example Use Possible Values
<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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Tag Location/Example Use Possible Values
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.
Tag Location/Example Use Possible Values
<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
Offered/Negative/Interest
ed/Positive
defaultAnswerLabel
Not
Offered/Negative/Interest
ed/Positive (should not be
changed without
consulting the RTOM
team)
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Tag Location/Example Use Possible Values
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.
Tag Location/Example Use Possible
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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Tag Location/Example Use Possible
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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