Cisco CRS-1 - Carrier Routing System Router Administration Manual page 43

Chapter 1 Introducing Cisco Customer Response Solutions
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Depending on the Cisco CRS products that you are using, the CRS server may
employ as many as 14 subsystems for communicating with other services:
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Applications—Manages the applications in the CRS Engine and other
features such as session management.
Cisco Media—Configures Cisco Media Termination (CMT) dialog control
groups, which can be used to handle simple Dual Tone Multifrequency
(DTMF) based dialog interactions with customers.
Core Reporting—Provides information for Unified IP IVR real-time reports.
Database—Handles the connections between the CRS server and the
enterprise database.
eMail—Adds components to the CRS Engine that allows it to send e-mail
messages.
Enterprise Server—Communicates data for screen pops to the
Cisco Agent Desktop.
HTTP—Adds components to the CRS Engine that allow it to respond to
HTTP requests.
Unified ICME—Manages the connection between the CRS server Unified
ICME software.
Java Telephony Application Programming Interface (JTAPI)—Manages the
connection between Unified CM CTI Manager and the CRS Engine.
MRCP ASR—Allows a script to respond to voice input in addition to DTMF
using the MRCP protocol.
MRCP TTS—Composes voice prompts that are generated in real time from
text, such as speaking the words in the text of an e-mail message using the
MRCP protocol.
Resource Manager-Contact Manager (RmCm)—Allows Unified CCX to
monitor agent phones, control agent states, route and queue calls, and manage
the historical reporting feature.
Voice Browser—Manages Voice Browser functionality.
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
About the Cisco CRS Engine
1-9