Page 1 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) Cisco Unified Contact Center Express, Cisco Unified IP IVR, and Cisco Unified Queue Manager January 2007 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 http://www.cisco.com Tel: 408 526-4000...
Page 2 OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. CCVP, the Cisco Logo, and the Cisco Square Bridge logo are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn is a service mark of Cisco Systems, Inc.;...
Page 3 Cisco Customer Response Solutions: Overview P A R T Introducing Cisco Customer Response Solutions C H A P T E R About the Cisco Unified Communications Components The Cisco CRS Product Family Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 4: Table Of Contents
Using the Navigation Bar Using Other Hyperlinks and Buttons Cisco Customer Response Solutions: Configuration P A R T Provisioning Telephony and Media C H A P T E R About CRS Telephony and Media Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 5 Configuring the RM JTAPI Provider Provisioning the RM JTAPI Provider Associating Agent Extensions with the RM JTAPI Provider Configuring Unified CM for Unified CCX Displaying Unified CM Cluster Nodes in Unified CCX Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 6 Resource Skill Selection Criteria Within a CSQ 4-33 Configuring and Using Remote Monitoring 4-35 Creating a Remote Monitoring Supervisor 4-36 Assigning Resources and CSQs to a Supervisor 4-37 Configuring Agent-Based Routing 4-38 Creating, Modifying, and Deleting Teams 4-39 Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 7 Configuring the Ring-No-Answer Application Configuring the Unified ICME Post-Routing Application 6-10 Configuring the Unified ICME Translation-Routing Application 6-13 Configuring the Remote Monitoring Application 6-15 Adding Application Triggers 6-17 Adding a JTAPI Trigger 6-18 Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 8 Deleting a Language Upload Zip files to a Language Folder 7-10 Unzipping a Document File After Uploading 7-11 Recording and Uploading Prompt Files 7-11 Recording a Prompt 7-13 Add Spoken Name Prompts 7-15 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) viii...
Page 9 About Control Center Management High Availability and Automatic Failover Network Partitions Managing the Control Center Adding Licenses and Activating Components 8-10 Adding a License 8-10 Activating a Component 8-11 Removing a Server 8-12 Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 10 8-37 CRS Log Collection Tool 8-38 Cisco CRS Utilities 8-38 CRS Admin Utility 8-39 Logging on to the Cisco CRS Admin Utility 8-40 Changing the CRSAdministrator Password 8-40 Synchronizing the CRS Administrator Password 8-41 Changing the Unified CM Service Password...
Page 11 C H A P T E R About the CRS Historical Datastore 10-2 Historical Reporting Configuration 10-2 Configuring Database Server Limits 10-3 Specifying Users for Historical Reporting 10-4 Purging Historical Data 10-5 Configuring Automatic Purging 10-6 Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 12 The Overall Unified Contact Center Express Stats Menu Option 11-19 The CSQ Unified Contact Center Express Stats Menu Option 11-21 The Resource Unified Contact Center Express Stats Menu Option 11-23 Failover Behavior for Unified Contact Center Express Stats 11-23 Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 13 11-27 The Settings Menu 11-27 The Options Menu Option 11-28 Using the Cisco CRS Supervisor and Cisco CRS User Options Plug-Ins 12-1 C H A P T E R Using the CRS Supervisor Web Interface 12-2 Accessing the Cisco CRS Supervision Web page...
Page 14 Prompt Management 14-4 Grammar Management 14-5 Document Management 14-7 AAR Management 14-8 The Subsystems Menu 15-1 C H A P T E R The JTAPI Menu Option 15-2 JTAPI Provider Configuration 15-3 Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 15 The Unified ICME Menu Option 15-14 Unified ICME Configuration 15-15 Adding an Unified ICME VRU Script 15-15 Add a New Unified ICME VRU Script 15-16 The Database Menu Option 15-16 Database Subsystem Configuration 15-16 Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 16 The Plug-ins Menu Option 16-2 The Real-time Reporting Menu Option 16-3 The Real-time Snapshot Config Menu Option 16-3 The Historical Reporting Menu Option 16-6 The Database Server Configuration Hyperlink 16-7 The User Configuration Hyperlink 16-7 Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 17 Trigger Availability by License Package Subsystem Availability by License Package Historical Report Availability by License Package CRS Services Availability by License Package CRS Component Availability by License Package N D E X Cisco Customer Response Solutions Administration Guide, Release 4.1(1) xvii...
Page 18 Contents Cisco Customer Response Solutions Administration Guide, Release 4.1(1) xviii...
Page 19 The Cisco Customer Response Solutions Administration Guide provides instructions for using the Cisco Customer Response Solutions (CRS) Administration web interface to provision the subsystems of the Cisco CRS package and to configure Cisco CRS applications. This guide shows you how to implement three systems that integrate with the Cisco CRS Platform: •...
Page 20 CRS Administration web interface. Part 2, “Cisco CRS: Configuration,” describes the tasks necessary for • configuring Cisco CRS. Part 3, “Cisco CRS: Reference,” describes the menu options of the and the • available real-time reports. Part 1 contains the following chapters:...
Page 21 Cisco Ring-No-Answer applications, Cisco ICME post-routing and translation-routing applications and how to manage script files. Chapter 9 Managing Prompts, Describes how to manage prompt, Grammars, Documents, grammar, and document files. and Custom Files Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 22 Describes the options under the Help menu of the CRS Administration menu bar. Appendix A Cisco CRS Licensing Describes the features that are Packages available with each Cisco CRS license package. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) xxii...
Page 23: Related Documentation
Preface Related Documentation Related Documentation Refer to the following documents for further information about Cisco CRS applications and products: Cisco Customer Response Solutions Installation Guide • • Cisco Customer Response Solutions Servicing and Troubleshooting Guide Cisco Customer Response Solutions Historical Reports User Guide •...
Page 24 For arguments where the context does not allow italic, • such as ASCII output. A character string that the user enters but that does not • appear on the window such as a password. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) xxiv...
Page 25: Obtaining Documentation
The Product Documentation DVD is a library of technical product documentation on a portable medium. The DVD enables you to access installation, configuration, and command guides for Cisco hardware and software products. With the DVD, you have access to the HTML documentation and some of the PDF files found on the Cisco website at this URL: http://www.cisco.com/univercd/home/home.htm...
Page 26: Ordering Documentation
Documentation Feedback You can provide feedback about Cisco technical documentation on the Cisco Support site area by entering your comments in the feedback form available in every online document. Cisco Product Security Overview Cisco provides a free online Security Vulnerability Policy portal at this URL: http://www.cisco.com/en/US/products/products_security_vulnerability_policy.ht...
Page 27 Cisco is committed to delivering secure products. We test our products internally before we release them, and we strive to correct all vulnerabilities quickly. If you think that you have identified a vulnerability in a Cisco product, contact PSIRT: •...
Page 28: Obtaining Technical Assistance
Modifications to or updates about Cisco products are announced in Cisco Product Alerts and Cisco Field Notices. You can receive these announcements by using the Product Alert Tool on Cisco.com. This tool enables you to create a profile and choose those products for which you want to receive information.
Page 29: Submitting A Service Request
Preface Obtaining Technical Assistance Access to all tools on the Cisco Support website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL: http://tools.cisco.com/RPF/register/register.do...
Page 30: Definitions Of Service Request Severity
Preface Obtaining Technical Assistance solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco engineer. The TAC Service Request Tool is located at this URL: http://www.cisco.com/techsupport/servicerequest For S1 or S2 service requests, or if you do not have Internet access, contact the Cisco TAC by telephone.
Page 31: Obtaining Additional Publications And Information
Information about Cisco products, technologies, and network solutions is available from various online and printed sources. The Cisco Online Subscription Center is the website where you can sign up • for a variety of Cisco e-mail newsletters and other communications. Create a profile and then select the subscriptions that you would like to receive.
Page 32 Cisco experts and other networking professionals. Join a discussion at this URL: http://www.cisco.com/discuss/networking “What’s New in Cisco Documentation” is an online publication that provides • information about the latest documentation releases for Cisco products.
Page 33 A R T Cisco Customer Response Solutions: Overview...
Page 35 C H A P T E R Introducing Cisco Customer Response Solutions The Cisco Customer Response Solutions (CRS) platform provides a multimedia (voice, data, and web) IP enabled customer-care application environment that enhances the efficiency of contact centers by simplifying business integration, easing agent administration, increasing agent flexibility, and enhancing network hosting.
Page 36 Cisco CRS Editor—Allows application developers to use a simple graphical • user interface (GUI) to create, modify, and debug Cisco CRS scripts for automating customer interactions. Each script consists of a series of steps, implemented as Java Beans.
Page 37 Introducing Cisco Customer Response Solutions The Cisco CRS Product Family • Cisco CRS Administration web interface—Provides web browser that allows administrators to configure and manage Cisco CRS Datastores, Servers and Applications. Cisco IP Agent and Supervisor Desktops —Desktop programs that allow •...
Page 38: Unified Ip Ivr
Unified QM, page 1-6 Unified IP IVR Cisco Unified IP IVR (Unified IP IVR) is a multimedia (voice, data, web) IP enabled interactive voice response solution that offers an open and feature-rich foundation for the creation and delivery of Unified IP IVR applications via Internet technology.
Page 39: Unified Ccx
Appendix A, “Cisco CRS Licensing Packages.” If you are using Unified CCX with the Cisco Unified Contact Center Gateway Note (Unified Gateway) solution, please see the Cisco Unified Gateway Deployment Guide. The instructions for configuring Unified CCX with that solution differs from what is described in this guide.
Page 40: Unified Qm
CRS server to work with Unified ICME. Unified ICME scripts can use the Unified ICME VRU interface to invoke Cisco CRS Editor steps and logic from the CRS Engine to handle calls centrally and direct them to your Cisco Unified Communications system based on caller- entered data, information stored in a database, or other parameters.
Page 41: About The Crs Active Server
A cluster profile allows the use of the same LDAP entries for multiple servers. When you install or upgrade Cisco CRS on a server, you designate the cluster to which the server will belong by designating the cluster profile for that cluster.
Page 42: About The Cisco Crs Engine
Chapter 8, “Managing the Cisco CRS System.” About the Cisco CRS Engine The Cisco CRS Engine (CRS Engine) enables you to run multiple applications to handle Java Telephony Application Programming Interface (JTAPI) calls or HTTP requests. While you can deploy the CRS Engine and Unified CM on the same server, deploying them on separate servers allows you to handle greater call volume.
Page 43 If you are using Microsoft Internet Explorer Version 7.0, verify that the popup Note blocker is disabled. 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: •...
Page 44: Setting Up Cisco Crs
CRS Voice over Internet Protocol (VoIP)—Enables remote recording and monitoring. Setting Up Cisco CRS After you install the Cisco CRS system and perform the initial set-up, you can start provisioning and configuring the system: • Provisioning is the process of allocating resources and devising strategies for drawing on them to support the needs of your business.
Page 45: Provisioning The Cisco Crs Subsystems
Chapter 1 Introducing Cisco Customer Response Solutions Setting Up Cisco CRS For detailed instructions on provisioning the Cisco CRS telephony subsystems, Note Chapter 3, “Provisioning Telephony and Media.” Provisioning the Cisco CRS Subsystems You need to provision your CRS subsystems to enable the CRS Engine to run multiple applications to handle JTAPI calls or HTTP requests.
Page 46 HTTP. The HTTP subsystem enables CRS applications to respond to • requests from a variety of web clients. Database. The Database subsystem enables CRS applications to • communicate with enterprise database servers. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 1-12...
Page 47: Configuring Cisco Crs Applications
“About CRS Applications” section on page 6-2, After adding a Cisco CRS application, you need to define a trigger so that this application can respond to telephone calls and/or HTTP requests. Triggers are specified signals that invoke application scripts in response to incoming contacts.
Page 48: Configuring Cisco Crs Historical Reporting
English, Canadian French, and so on, are installed with Cisco CRS. You install language packs in a directory accessible by the CRS system. • Upload a new script. You can add scripts to be used as the basis for the Cisco script application. For detailed instructions on managing these files, see Chapter 7, “Managing...
Page 49: Running And Managing Cisco Crs
Chapter 10, “Managing Cisco CRS Historical Reporting.” Running and Managing Cisco CRS After your Cisco CRS system is provisioned and configured, you are ready to use it as your Cisco Unified Communications solution. The day-to-day administration of the CRS system and datastores consist of many tasks, such as: •...
Page 50: Where To Go From Here
– Chapter 10, “Managing Cisco CRS Historical Reporting.” Chapter 11, “Reporting on Real-Time CRS Data.” – – Chapter 12, “Using the Cisco CRS Supervisor and Cisco CRS User Options Plug-Ins.” • Reference information for each CRS Administration menu option. –...
Page 51: Introducing The Crs Administration Web Interface
Cisco Unified Communications network to share resources with your data network. You can load your Cisco CRS system on any server in the cluster on which you have installed Cisco CRS. You can then use a web browser located on any computer on the IP network to configure and administer your applications with the CRS Administration web interface.
Page 52: Accessing The Crs Administration Web Interface
Open the CRS Administration Authentication page by performing one of the Step 1 following actions: From any server in the cluster on which you have installed Cisco CRS, choose • Start > Programs > Cisco CRS Administrator > Application Administrator.
Page 53: The Crs Administration Menu Bar And Menus
The CRS Administration Menu Bar and Menus A web page opens listing information about Cisco Application Administration and the installed Cisco Unified Contact Center Express (Unified CCX) package and the CRS Administration menu bar appears at the top of the page.
Page 54: Crs Configuration Web Pages
Config, Historical Reporting, User Maintenance, and Troubleshooting Tips. For a description of all Tools menu options, see Chapter 16, “The Tools Menu.” Help—Provides access to online help for Cisco CRS. For a description of all • Help menu options, see Chapter 17, “The Help Menu.”...
Page 55: Using The Navigation Bar
Many web pages also contain buttons that perform a variety of functions. For example, the Refresh All button on the JTAPI Call Control Group Configuration web page, refreshes all the JTAPI call control group configurations in the CRS server. Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 56 Chapter 2 Introducing the CRS Administration Web Interface CRS Configuration Web Pages Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 57: Cisco Customer Response Solutions: Configuration
A R T Cisco Customer Response Solutions: Configuration...
Page 59: Provisioning Telephony And Media
C H A P T E R Provisioning Telephony and Media Resource provisioning information for the Cisco CRS telephony and media subsystems are provided in the following sections: • About CRS Telephony and Media, page 3-2 Telephony and Media Resources Provisioning Checklist, page 3-4 •...
Page 60: About Crs Telephony And Media
Manager through the JTAPI Unified CM by interfacing with the CTI client Cisco Media Termination (CMT)—The CMT channels provide media • terminations in the CRS for JTAPI Call Contacts. These channels enable the CRS to play media to the connected party. DTMF digits are received out of band by the JTAPI subsystem.
Page 61: Provisioning Channels To Handle Calls
To provision CRS systems to handle burst calls equally among all required resources, you must configure approximately 10% more CMT channels than CTI ports, and approximately 10% more MRCP channels than ASR licenses. Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 62: Telephony And Media Resources Provisioning Checklist
To enable your CRS server to handle IP telephony requests, you will need to provision the JTAPI subsystem. Note In previous versions of Cisco CRS, it was necessary to configure JTAPI information using Unified CM. In Cisco CRS Release 4.x, JTAPI configuration tasks are performed directly through CRS Application Administration web pages.
Page 63 Configure a JTAPI Provider. Configuring a JTAPI Provider, page 3-6 You must specify the server on which the Cisco Media Convergence Server (Cisco MCS) is running Unified CM CTI Manager, and provide a Unified CM user ID and password. Step 2 Provision JTAPI call control groups.
Page 64: Configuring A Jtapi Provider
If you do not verify and delete preexisting JTAPI providers, the JTAPI subsystem issues an error and will not allow you to create JTAPI providers from the Cisco CRS JTAPI Provider Configuration web page. To configure the JTAPI subsystem, complete the following steps.
Page 65 Field Heading Description JTAPI Provider IP address or host name of the Cisco MCS running Unified CM CTI Manager. You can enter multiple CTI Managers separate d by a comma. If the first CTI Manager becomes unavailable, the next one connects and maintains calls as a backup.
Page 66: Provisioning Jtapi Call Control Groups
Enter your Unified CM Login User ID and Password and click Logon. Note If the User ID (<userprefix>_<nodeid>) already exists in the Unified CM, then Cisco CRS will return an error saying, “JTAPI Provider cannot be configured successfully.” To remedy this problem, either specify a new user prefix or delete the users from the Unified CM and try again.
Page 67 Step 3 Use this web page to specify the following information: Page Area Field Name Description Corresponds to the trunk group number reported to Cisco Group Group ID ICME when the CRS server is part of the Enterprise solution. Information Accept the automatic Group ID or enter a unique value.
Page 68 For example, if the Device Name Prefix is CTIP and the starting Directory Number is 7000, then the CTI Port that is created in Unified CM will have the device name CTIP_7000 and will use the line 7000. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 3-10...
Page 69 The Cisco IP Phone location setting specifies the total bandwidth that is available for calls to and from this location. A location setting of None means that the location feature does not keep track of the bandwidth that this Cisco IP Phone consumes. Partition The partition the Directory Number belongs to.
Page 70 The X characters represent the directory number and must appear at the end of the pattern. For example, if you specify a mask of 972813XXXX, an external call from extension 1234 displays a caller ID number of 9728131234. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 3-12...
Page 71: Provisioning A Jtapi Trigger
JTAPI trigger settings include: Session information, such as the application to associate with the trigger, • Maximum Number of sessions allowed, and the Idle Timeout value. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 3-13...
Page 72 For a complete description of all columns, icons, and buttons on this page, “The JTAPI Menu Option” Chapter 15, “The Subsystems Menu.” Click the Add a New JTAPI Trigger hyperlink. Step 3 The JTAPI Trigger Configuration web page opens. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 3-14...
Page 73 The number of milliseconds (ms) the system should wait before rejecting the JTAPI request for this trigger. Enabled Radio buttons, choose the required option: Yes - enable the trigger. No - disable the trigger. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 3-15...
Page 74 The total bandwidth that is available for calls to/from this location. A location setting of <None> indicates that the locations feature does not keep track of the bandwidth used by this route point. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 3-16...
Page 75 <None>, Unified CM uses the calling search spaces of the line and the phone when the user forwards calls by using the Cisco IP Phone User Options windows or the CFwdAll softkey on the phone. To restrict users from forwarding calls on their phones, choose a restrictive calling search space from the Forward All Calling Search Space field.
Page 76 972813XXXX, an external call from extension 1234 displays a caller ID number of 9728131234. Click Add. Step 5 The JTAPI Trigger Configuration summary web page opens, showing the new JTAPI trigger. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 3-18...
Page 77: Provisioning Jtapi Triggers For Unified Ccx Queuing
The Cisco CRS server and Unified CM communicate using the JTAPI Client. CRS installation automatically detects the JTAPI Client used by the specified Cisco Call Manager server and installs this JTAPI Client on the CRS server. If you change versions of Unified CM after installing CRS, Unified CM may use a different version of the JTAPI Client than the version used by the CRS server.
Page 78: Provisioning The Cisco Media Subsystem
Select CRS Engine from the lists and click Restart. Provisioning the Cisco Media Subsystem The Cisco Media subsystem is a subsystem of the CRS Engine. The Cisco Media subsystem manages the CMT media resource. CMT channels are required for CRS to be able to play or record media.
Page 79 Provisioning the Cisco Media Subsystem To enable your CRS applications to handle simple DTMF-based dialog interactions with customers, you will need to provision the Cisco Media subsystem to configure CMT dialog groups. To configure a CMT dialog group, complete the following steps.
Page 80: Provisioning Asr And Tts In Cisco Crs
In addition, please note the following guidelines regarding Cisco CRS deployment with ASR/TTS speech servers: Do not install ASR/TTS applications on a server that is running a Cisco CRS • component. Do not install ASR/TTS applications on a server that is running Unified CM.
Page 81: Provisioning The Mrcp Asr Subsystem
Procedure From the CRS Administration menu bar, choose Subsystem > MRCP ASR. Step 1 The MRCP ASR Providers list web page opens, displaying the list of currently configured MRCP Providers. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 3-23...
Page 82: Provisioning Mrcp Asr Servers
Field Name Description Provider Name Drop-down list, choose the MRCP ASR Providers supported by Cisco CRS. To change the Provider Name, click Edit and modify the provider name. Number of Provider The number of ASR port licenses purchased from Instance the ASR vendor.
Page 83 Locales language (or multiple languages) from the drop-down list and click Add Language; the selected language appears in the Enabled Language list. Use the check box to disable/enable a Note language. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 3-25...
Page 84: Provisioning Mrcp Asr Groups
For a complete description of all columns, icons, and buttons on this page, “MRCP ASR Dialog Group Configuration” Chapter 15, “The Subsystems Menu.” Click the Add MRCP ASR Dialog Control Group hyperlink. Step 3 The MRCP ASR Dialog Group Configuration web page opens. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 3-26...
Page 85 1.2 or by an additional 20 percent. For example, if your application requires 100 MRCP ASR channels, then modify the value in this field to be 120 MRCP ASR channels. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 3-27...
Page 86: Provisioning The Mrcp Tts Subsystem
MRCP TTS Default Genders—Information about the default gender setting • for the Locales specified during TTS Server provisioning. This section contains the following topics: • Provisioning MRCP TTS Providers, page 3-29 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 3-28...
Page 87: Provisioning Mrcp Tts Servers
For a complete description of all columns, icons, and buttons on this page, Note Chapter 15, “The Subsystems Menu.” Step 2 Click the Add MRCP TTS Provider hyperlink. The MRCP TTS Provider Configuration web page opens. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 3-29...
Page 88: Provisioning Mrcp Tts Servers
From the CRS Administration menu bar, choose Subsystems > MRCP TTS. Step 1 The MRCP TTS Providers List web page opens. Click the MRCP TTS Servers hyperlink. Step 2 The MRCP TTS Servers Configuration summary web page opens. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 3-30...
Page 89 MRCP TTS Server. Click Add to apply changes. Step 5 Your changes appear in the MRCP TTS Server List web page. You are now ready to provision MRCP TTS Default Genders. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 3-31...
Page 90 By default, the “Default Gender” is set to “Neutral” unless configured explicitly. Click Update to apply changes. Step 4 The system updates the default gender setting for each Locale per Provider. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 3-32...
Page 91 Configure the Default TTS Provider for the CRS System Optionally, you can configure a default TTS Provider by doing the following: The Cisco CRS Prompt Manager uses the default TTS Provider for rendering TTS prompts if a TTS Provider is not configured in the TTS Prompt. This usually happens in the case of VXML applications.
Page 92 Chapter 3 Provisioning Telephony and Media Provisioning ASR and TTS in Cisco CRS Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 3-34...
Page 93: Provisioning Cisco Unified Ccx
C H A P T E R Provisioning Cisco Unified CCX To provision the Cisco Unified Contact Center Express (Unified CCX) subsystem, you must provision your telephony and media resources (see the “About CRS Telephony and Media” section on page 3-2).
Page 94: About Unified Ccx
Provisioning Cisco Unified CCX About Unified CCX About Unified CCX The Cisco CRS system uses the Unified CCX subsystem as part of an Automatic Call Distribution (ACD) system to provide resource distribution and queueing to call centers. Unified CCX Standard (designed for entry-level users)—Includes the steps •...
Page 95 Each CSQ cannot associate with more than 50 skills. (CRS Administration • enforces this rule.) A call should not queue for more than 25 CSQs. (This is a configuration • design guideline; CRS Administration does not enforce the rule.) Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 96: Unified Ccx Subsystem Provisioning Checklist
Creating Contact Service Queues. “Creating, Modifying, and Deleting CSQs” section on page 4-24 Step 7 Provisioning Remote Monitoring—if you are using “Configuring and Using Unified CCX Premium. Remote Monitoring” section on page 4-35 Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 97: Configuring The Rm Jtapi Provider
Unified CCX subsystem. It uses a Unified CM JTAPI user (called the RM JTAPI provider) to monitor agent phones, control agent states, and route and queue calls. When you use Cisco CRS to configure a RM JTAPI Provider, CRS automatically adds the provider information in Unified CManager.
Page 98: Associating Agent Extensions With The Rm Jtapi Provider
Field Name Description RM JTAPI Provider(s) The host name or IP address of the Cisco Media Convergence Server (Cisco MCS) running Unified CM CTI Manager. The RmCm subsystem registers with the CTI manager so that it can observe an agent's device when the agent logs in. When the CTI manager fails, the RmCm subsystem registers with the second CTI manager, if there is one configured.
Page 99: Configuring Unified Cm For Unified Ccx
Unified CCX system. Note If you delete a Cisco CRS user with Administrative rights from Unified CM, the user will not be able to log into the Cisco CRS Administration web interface.
Page 100: Invoking Unified Cm Administration
Click OK or close in any open window. Step 6 The IP addresses of all the nodes in the cluster (that have now been added to the TCP/IP Windows field will now automatically display in the Cisco CRS Administration GUI. Invoking Unified CM Administration Begin the process of configuring Unified CM by connecting to the Unified CM Administration web interface.
Page 101: Defining Unified Cm Users As Agents
Warning name/password combination when logging into the CRS Administrator. Doing so may restrict the Unified CM when shared across multiple Cisco CRS servers. To use any version of Unified CCX, you must first ensure that you define Unified CM users as Unified CCX agents in Unified CM. Once you perform this task, these Unified CCX agents can be combined into Resource Groups, assigned Skills, and placed in CSQs.
Page 102 Unified CCX extension of an agent to forward to a Cisco CRS route point. Always disable SRTP (off) when configuring a Cisco IP Phone. You can • disable SRTP for a specified device or for the entire Unified CM cluster: For a specified device: select the non-secure device profile option on the –...
Page 103 (Configuring an Unified CCX extension in one device or device profile is supported.) To determine a list of Unified CCX agent devices supported by the Cisco Agent Desktop, refer to the Cisco CRS Software and Hardware Compatibility Guide: http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/crscomtx.pdf.
Page 104: Creating, Modifying, And Deleting Resource Groups
Deleting a Resource Group, page 4-14 Creating a Resource Group To create a resource group, complete the following steps. Procedure From the CRS Administration menu bar, choose Subsystems > RmCm. Step 1 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 4-12...
Page 105: Modifying An Existing Resource Group Name
The Resource Group Configuration area page opens. Type the name of the resource group in the Resource Group Name text field. Step 4 Step 5 Click Update to apply the modifications. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 4-13...
Page 106: Deleting A Resource Group
Click the Delete icon next to the name of the Resource Group that you want to Step 3 delete. A dialog box opens, warning that the resource group is about to be permanently deleted Click Continue. Step 4 The resource group is deleted. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 4-14...
Page 107: Creating, Modifying, And Deleting Skills
Add a New Skill hyperlink no longer appears. The Skill Configuration web page opens. In the Skill Name field, enter a description of a relevant skill (for example, Step 4 French). Click Add. Step 5 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 4-15...
Page 108: Modifying An Existing Skill Name
When you delete a skill, the skill is removed automatically from any agents and CSQs to which is was assigned. Before deleting a skill, reassign agents or CSQs to different or new skills. To delete a skill, complete the following steps. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 4-16...
Page 109: Configuring Agents
Warning name/password combination when logging into the CRS Administrator. Doing so may restrict the Unified CM when shared across multiple Cisco CRS servers. Once Unified CM Users are defined as agents, the list of agents and their associated Unified CCX Extensions are displayed in the RmCm > Resources page.
Page 110: Implications Of Deleting Agents In Unified Cm
Resources page displays a new link called Inactive Agents. When you click this link, Cisco CRS displays a list of agents that do not exist in LDAP and do exist in the CRS database. In this case, select the agents to delete from Cisco CRS by checking the check box next to the required agent, or select all agents for deletion by clicking Check All.
Page 111: Assigning A Resource Group And Skills To An Individual Agent
If LDAP errors or errors connecting to the LDAP server have occured, all the Caution agents will not be visible to Cisco CRS. In this case, Cisco CRS interprets these agents as deleted agents. As a result, the Inactive Agents list will not be accurate.
Page 112 Click Update to apply the changes. Step 5 The Resources area of the Unified CCX Configuration summary web page opens, and the agent is now assigned to the resource group and skills (if skills were assigned). Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 4-20...
Page 113: Assigning Resource Groups And Skills To Agents In Bulk
You can check the Select All check box to select all agents. The Skill summary web page shows the total number of skills created. Click the Add Skill hyperlink. Step 4 The Add Skill Configuration web page opens. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 4-21...
Page 114: Removing Skills From Individual Agents
From the CRS Administration menu bar, choose Subsystems > RmCm. The Unified CCX Enhanced and Premium Configuration web page opens, displaying the RM JTAPI Provider area. On the Unified CCX Configuration navigation bar, click the Assign Skills Step 2 hyperlink. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 4-22...
Page 115: Removing Skills From Agents In Bulk
The Assign Skill summary web page opens. In the Resource Name column, click the check box next to each agent you want Step 3 to remove from the same skills. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 4-23...
Page 116: Creating, Modifying, And Deleting Csqs
1 to 1000. Each competency level would be multiplied by the skill's associated weight, and a final comparison is done on the sum of all the weighted skill competencies (highest value for “most skilled” and lowest for “least skilled”). Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 4-24...
Page 117 4-32. The maximum number of CSQs in the system depends on the type of server on which the engine is running. For example, in Cisco CRS Release 4.x, the following numbers apply: MCS-7845 (or equivalent platform): 150 CSQs •...
Page 118: Creating A Csq
If this link does not appear on the page, it means that the system has reached the maximum number of CSQs that can be created. (The CSQ Summary page displays the total number of created CSQs.) The first Contact Service Queue Configuration area page opens. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 4-26...
Page 119 For example, a call center that has a service level of 20 and a service level percentage of 80 percent has a goal of answering 80 percent of its calls within 20 seconds. Prompt .wav prompt file to associate with the CSQ. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 4-27...
Page 120 • Least Skilled by Weight—Used for expert agent call distribution. Selects the agent with the lowest total competency level multiplied by the skill’s associated weight. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 4-28...
Page 121 Step 9 Selection Criteria, rearrange the order of agents in the Resources list by highlighting an agent and using the up and down arrows to move the agent in the list. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 4-29...
Page 122 Resources list by highlighting an agent and using the up and down arrows to move the agent in the list. Click Add to apply changes and update the system. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 4-30...
Page 123: Modifying An Existing Csq
When you delete a CSQ, any skills or resource groups assigned to that CSQ are automatically removed from the CSQ, and any application using that CSQ can no longer access it. Before deleting the CSQ, change the applications to use a Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 4-31...
Page 124: Resource Pool Selection Criteria: Between Skills And Groups
Agent ID Assigned Skills Resource Group Agent1 Banking (Competence Level 10) GeneralQueries CreditCard (Competence Level 6) Agent2 Banking (Competence Level 5) GeneralQueries CreditCard (Competence Level 10) Agent3 None GeneralQueries Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 4-32...
Page 125: Resource Skill Selection Criteria Within A Csq
Level 1 denotes the lowest skill level. When more than one skill is involved, each skill is given the same weight, meaning no preference is given to any skill. A comparison is performed on the sum of all the competency levels for the Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 4-33...
Page 126 In the case of a tie when skill competencies are equal, the resource that has been ready for the longest amount of time will be chosen. The table below provides examples of how Cisco CRS selects resources within a CSQ.
Page 127: Configuring And Using Remote Monitoring
Provisioning Cisco Unified CCX Configuring and Using Remote Monitoring Configuring and Using Remote Monitoring The Cisco CRS Remote Monitoring feature allows a supervisor to call into any site where the supervisor has a Unified CM user profile and monitor an agent’s conversation.
Page 128: Creating A Remote Monitoring Supervisor
Remote Monitoring uses Supervisor User IDs containing numeric characters, only. Deselect the A-Administrator checkbox and select the S- Supervisor checkbox. Use the arrow icon to move the User ID to the CRS Administrator / Supervisor list. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 4-36...
Page 129: Assigning Resources And Csqs To A Supervisor
Field Name Description Contact Service Queues Name (Checkbox.) CSQ Names the supervisor can monitor. Resources (Checkbox.) User IDs of agents the supervisor can monitor. Step 5 Click Update to apply the changes. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 4-37...
Page 130: Configuring Agent-Based Routing
On the Unified CCX Configuration navigation bar, click the Agent Based Step 2 Routing Settings hyperlink. The agent-based routing area opens. Use this web page to specify the following: Step 3 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 4-38...
Page 131: Creating, Modifying, And Deleting Teams
A supervisor can also monitor any CSQs that are assigned to the team that (s)he supervises. A team can have one primary supervisor. An optional secondary supervisor—or supervisors—can also be assigned to a team. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 4-39...
Page 132: Creating A Team Supervisor
Select the S- Supervisor checkbox. Use the arrow icon to move the User ID to the CRS Administrator / Supervisor list. Click Update. The system lists the existing Administrators and Supervisors. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 4-40...
Page 133: Creating Teams
You cannot remove resources from the default team. Note Assigned CSQs / Available CSQs Use the arrow buttons to assign or remove CSQs for the team. Note You can remove CSQs from the default team. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 4-41...
Page 134: Modifying Agents On Teams
Resources list and use the arrow icon to move it into the Resources Assigned to other Teams list. This agent now belongs to the default team. Click Update to apply changes. Step 5 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 4-42...
Page 135: Deleting A Team
Click OK. Step 4 Unified Gateway Auto-Configuration Details Cisco CRS Release 4.x supports ACD integration with the Unified ICME solution Note by way of the Unified Gateway. The Unified Gateway is a Peripheral Gateway (PG) which is configured on the Unified ICME software and is coresident on the CRS server.
Page 136 Unified Gateway Auto-Configuration Details Some of the configurations performed on the Unified CCX using the appropriate web page in Cisco CRS Administration will be automatically configured on Unified ICME via the Unified Gateway. The following table provides a list of...
Page 137 Provision your Unified CCX subsystem, if required (see the “About Unified • CCX” section on page 4-2) The following sections introduce the additional Cisco CRS subsystems and explain how to provision them. • About Additional Subsystems, page 5-2 Provisioning the Unified ICME Subsystem, page 5-3 •...
Page 138: About Additional Subsystems
Unified Gateway. The Unified Gateway is a Peripheral Gateway (PG) which you configure on the Unified ICME software. The HTTP subsystem—The Cisco CRS system uses the HTTP subsystem to • enable CRS applications to respond to requests from a variety of web clients, including computers and IP phones.
Page 139: Provisioning The Unified Icme Subsystem
- Unified QM - Unified IP IVR The Cisco CRS system uses the Unified ICME subsystem to communicate with Unified ICME, which is used by Unified ICME to manage call distribution across sites and call-processing environments.
Page 140: Configuring General Unified Icme Information
(Radio button.) Click Yes. The Service Control interface allows Unified ICME software to provide call-processing instructions to the Cisco CRS system. It also provides Unified ICME software with event reports indicating changes in call state. You must enable the service control interface to use the Unified ICME subsystem.
Page 141 Boolean flag that the Unified ICME software or a Set Contact Info step with a Handled flag step sets to indicate whether the session is handled. Note Cisco CRS automatically sets the flag whenever a call is connected to an agent. VRU Script Name Script name to run on the PreConnect feature.
Page 142: Configuring Unified Icme Vru Scripts
In an Unified CCX system, these variables must be defined both in Unified CCX and in Cisco Desktop Administrator (CDA). In an Unified CCX system integrated with Unified ICME through the Unified Gateway, these variable must be defined in Unified CCX, in CDA, and also in Unified ICME.
Page 143 Unified ICME VRU Scripts summary web page. You are now ready to provision any additional subsystems your CRS applications require or to begin configuring CRS applications. See Chapter 6, “Configuring Cisco Applications.” Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 144: Provisioning The Http Subsystem
- Unified IP IVR - Unified CCX Premium The Cisco CRS system uses the HTTP subsystem to enable CRS applications to respond to requests from a variety of web clients, including computers and IP phones.
Page 145: Configuring Http Triggers
The User Prompt dialog box closes, and the name of the language opens in the Language field in the HTTP Configuration web page. Application Name Drop-down menu. The application to associate with the trigger. Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 146: Changing Port Numbers
After the HTTP subsystem is installed, you can change the port in the Tomcat server.MIVR.xml file. To change the TCP/IP port number, complete the following steps. Note You need to follow these steps on all the CRS Engine-enabled nodes in the cluster. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 5-10...
Page 147 Restart the CRS Engine by doing the following: Step 6 • Choose System > Control Center > Server from the CRS Administration menu bar. Select the CRS Engine radio button and click Restart or Stop and Start • Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 5-11...
Page 148: Provisioning The Database Subsystem
The database subsystem is available only if your system has a license installed for Note the Unified IP IVR and Unified CCX Premium packages. The Cisco CRS system uses the Database subsystem to enable CRS applications to interact with database servers in order to make database information accessible to contacts.
Page 149: Defining An Odbc Data Source
Provisioning Additional Subsystems Provisioning the Database Subsystem To determine a list of enterprise databases supported for the Database Note subsystem, refer to the Cisco CRS Software and Hardware Compatibility Guide: http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/cr scomtx.pdf. Add a new data source. After you define the OBDC data source, you need to add this data source to the Database subsystem.
Page 150: Provisioning The Database Subsystem
Click Next to complete the DSN configuration and to test connectivity to the Step 11 chosen data source. You are now ready to add a new data source. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 5-14...
Page 151: Adding A New Data Source
Applications”) in the corresponding script/application. Also the script writer can provide information about how many connections are used per call (or instance of application). Click Add to apply changes. Step 4 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 5-15...
Page 152: Provisioning The Email Subsystem
(including e-pages and faxes) and for receiving acknowledgments. To provision the eMail subsystem, complete the following steps. Procedure From the CRS Administration menu bar, choose Subsystems > eMail. Step 1 The eMail Configuration web page opens. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 5-16...
Page 153 An existing fully qualified e-mail address for the administrative account. Example:administrator@domain.com Click Update. Step 3 The Cisco CRS system saves your changes and the CRS Administration web page opens. Cisco does not currently support multiple e-mail configurations. To remove the Note e-mail information, you must erase the fields and click Update.
Page 154 Chapter 5 Provisioning Additional Subsystems Provisioning the eMail Subsystem Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 5-18...
Page 155 C H A P T E R Configuring Cisco Applications The Cisco CRS system uses applications to interact with contacts and perform a wide variety of functions, such as prompting callers for information, transferring calls, and providing information to callers.
Page 156: Configuring Cisco Applications
Remote Monitoring (see Configuring the Remote Monitoring Application, • page 6-15). If Cisco CRS is integrated with Unified ICME, you will also need to configure one or both of the following application types: Unified ICME post-routing (see Configuring the Unified ICME •...
Page 157: Configuring Cisco Script Applications
HTTP requests, and send e-mail messages. Note The Cisco CRS system includes a number of sample scripts. For a description of these sample scripts, and for more information on creating scripts with the CRS Editor, see the Cisco CRS Scripting and Development Series: Volume 1, Getting Started with Scripts.
Page 158 Java Archive (JAR) files in order to customize the performance of your CRS system. Add a Cisco script application. Scripts created in the CRS Editor are used as the basis for Cisco script applications. Add an application trigger. Triggers are specified signals that invoke application scripts in response to incoming contacts.
Page 159 Note All scripts under the \default directory are listed in the drop-down list of the Script field in the Cisco Script Application Configuration page. Click Edit, enter the script name in the dialog box, and click OK. The •...
Page 160: Configuring The Busy Application
Note The Cisco Busy application comes with each CRS system. The Cisco Busy application returns a busy signal when a call reaches a Computer Telephony Interface (CTI) route point and the extension is busy. To configure the Busy application, you will need to perform the following tasks: Add the Busy application.
Page 161 Chapter 6 Configuring Cisco Applications About CRS Applications To configure the Cisco CRS server with the Busy application, complete the following steps. Procedure From the CRS Administration menu bar, choose Applications > Application Step 1 Management and click the Add a New Application hyperlink.
Page 162: Configuring The Ring-No-Answer Application
This application, which comes with each CRS system, plays a ring tone. The Cisco Ring-No-Answer application comes with each CRS system. Note The Cisco Ring-No-Answer application returns a ring tone signal when a call reaches a CTI route point. To configure the Ring-No-Answer application, you will need to perform the following tasks: Add the Ring-No-Answer application.
Page 163 Your next step is to add a trigger for the application (see Adding Application Triggers, page 6-17). Related Topics About CRS Applications, page 6-2 • • Configuring Cisco Script Applications, page 6-3 Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 164: Configuring The Unified Icme Post-Routing Application
Configuring the Unified ICME Post-Routing Application These applications are used by the Unified IP IVR system to receive calls directly from Cisco Unified CallManager (Unified CM), which sends the call to the post-routing route point on the Cisco CRS system.
Page 165 Unified ICME post-routing application is invoked by a JTAPI trigger. The Unified ICME post-routing application does not support HTTP triggers. To configure the Cisco CRS server with the post-routing application and to add a JTAPI trigger, complete the following steps.
Page 166 Your next step is to add a trigger for the application (see Adding Application Triggers, page 6-17). Related Topics • About CRS Applications, page 6-2 Configuring Cisco Script Applications, page 6-3 • Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 6-12...
Page 167: Configuring The Unified Icme Translation-Routing Application
Unified ICME translation-routing application is based. Add a JTAPI trigger to the Unified ICME translation-routing application. The Unified ICME translation-routing application is invoked by a JTAPI trigger, and does not support HTTP triggers. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 6-13...
Page 168 Chapter 6 Configuring Cisco Applications About CRS Applications To configure the Cisco CRS server with a Unified ICME translation-routing application and to add a JTAPI trigger, complete the following steps. Procedure From the CRS Administration menu bar, choose Applications > Application Step 1 Management and click the Add a New Application hyperlink.
Page 169: Configuring The Remote Monitoring Application
Configuring the Remote Monitoring Application This application, available when you purchase Unified CCX Premium, allows a supervisor to monitor an agent’s conversation. The Remote Monitoring application comes with Unified CCX Premium systems. Note Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 6-15...
Page 170 From the CRS Administration menu bar, choose Applications > Application Management and click the Add a New Application hyperlink. The Add a New Application web page opens. Choose Cisco Script Application from the Application Type drop-down menu and Step 2 click Next.
Page 171: Adding Application Triggers
• Adding Application Triggers After adding a new Cisco application, you need to add one or more triggers so that the application can respond to JTAPI calls and/or HTTP requests. Triggers are specified signals that invoke application scripts in response to incoming contacts.
Page 172: Adding A Jtapi Trigger
You can use either of two methods to add a trigger to an application: Add the trigger from the Cisco Application web page or add the trigger from the JTAPI or HTTP Triggers web pages available from the Subsystem menu.
Page 173: Adding Jtapi Triggers From The Jtapi Subsystem
Configuring Cisco Applications Adding Application Triggers Adding JTAPI Triggers from an Application Web Page To add a JTAPI trigger directly from the Cisco Application configuration web page, complete the following steps. Procedure From the configuration web page for the application you want to add a trigger for, Step 1 click the Add New Trigger hyperlink.
Page 174: Adding An Http Trigger
In this example, the URL starts the application with the HTTP trigger “/hello” on a web server running on port 8080 with the host name www.appserver.acme.com. You can add the HTTP trigger from the Cisco Script Application web page or add the trigger from the HTTP subsystem.
Page 175: Adding Http Triggers From An Application Web Page
• Adding HTTP Triggers from the HTTP Subsystem, page 6-22 • Adding HTTP Triggers from an Application Web Page To add an HTTP trigger directly from a Cisco Application Configuration web page, complete the following steps. Procedure Step 1 From the configuration web page for the application you want to add a trigger for, click the Add New Trigger hyperlink.
Page 176 URL. Step 4 Click Add. The Cisco Application Configuration web page appears, and the URL of the HTTP trigger appears on the navigation bar. Test the trigger by entering the URL you just configured in the address bar of your Step 5 browser.
Page 177 URL. Step 4 Click Add. The Cisco Application Configuration web page appears, and the URL of the HTTP trigger appears on the navigation bar. To test the trigger, enter the URL you just configured in the address bar of your Step 5 browser.
Page 178: Managing Scripts
The Script Management option of the Applications menu of the Cisco CRS Administration web interface contains options for managing and refreshing CRS scripts that are stored in the repository. Your Cisco CRS system includes sample scripts stored as .aef files. For a Note description of these scripts, see the “Sample Scripts”...
Page 179: Uploading New Scripts
To make a script available for use as a CRS application, you must first upload the script to the repository. From Cisco CRS Release 4.5, uploaded scripts are stored in the Repository Datastore (RDS) database, along with prompts, grammars, and documents files.
Page 180 Refresh icon—Click to upload the newest version of the corresponding script. Step 2 Click on the folder. default The Script Management page opens to display the contents of the folder. default Click the Upload New Scripts hyperlink. Step 3 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 6-26...
Page 181: Viewing Or Downloading A Script File
Viewing or Downloading a Script File You can view or download any script file that appears in the list on the Script Management web page. To view or download a script file, complete the following steps. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 6-27...
Page 182 Uploading New Scripts, page 6-25 • • Refreshing Scripts, page 6-29 Renaming a Script or Folder, page 6-32 • Deleting a Script or Folder, page 6-33 • • Sample Scripts, page 6-34 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 6-28...
Page 183: Refreshing Scripts
Individual script refresh • Bulk script refresh Individual Script Refresh To refresh an individual script on the Cisco CRS server from the repository (RDS), complete the following steps. Procedure Step 1 From the CRS Administration menu bar, choose Applications > Script Management.
Page 184: Bulk Script Refresh
Step 4 In the File Name field, click Browse. A Choose File window opens. Step 5 Navigate to the directory in which scripts are located, select a file, and then click Open. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 6-30...
Page 185 Viewing or Downloading a Script File, page 6-27 • Refreshing Scripts, page 6-29 • Renaming a Script or Folder, page 6-32 • Deleting a Script or Folder, page 6-33 • • Sample Scripts, page 6-34 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 6-31...
Page 186: Renaming A Script Or Folder
About CRS Applications, page 6-2 Uploading New Scripts, page 6-25 • • Viewing or Downloading a Script File, page 6-27 Refreshing Scripts, page 6-29 • Deleting a Script or Folder, page 6-33 • Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 6-32...
Page 187: Deleting A Script Or Folder
Related Topics About CRS Applications, page 6-2 • Uploading New Scripts, page 6-25 • Viewing or Downloading a Script File, page 6-27 • • Refreshing Scripts, page 6-29 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 6-33...
Page 188: Sample Scripts
Sample Scripts, page 6-34 • Sample Scripts Your Cisco CRS system includes sample scripts stored as .aef files. These scripts have been built using Cisco CRS Editor steps, including prerecorded prompts. You can use these scripts to create applications without performing any script development, or you can use these scripts as models for your own customized scripts.
Page 189 Managing Prompts, Grammars, Documents, and Custom Files Cisco CRS applications can make use of many auxiliary files that interact with callers, such as scripts, pre-recorded prompts, grammars, and custom Java classes. To manage these auxiliary files, you must complete the following tasks: Provision your telephony and media resources (see the “About CRS...
Page 190: Managing Prompts, Grammars, Documents, And Custom Files
The CRS Server's local disk prompt files are synchronized with the central Note repository during Cisco CRS Engine startup and during run-time when the Repository datastore is modified. For more information about the Repository datastore, see Chapter 9, “Managing the Cisco CRS Datastores.”...
Page 191: Managing Grammar Files
Dual Tone Multi-Frequency (DTMF) digits to be recognized by CRS applications and acted upon during run time. Several system-level grammar files are loaded during Cisco CRS installation. However, any file you create needs to be made available to the CRS Engine before a CRS application can use them.
Page 192: Managing Document Files
Managing Document Files The CRS Server's local disk grammar files are synchronized with the central Note repository during Cisco CRS Engine startup and during run-time when the Repository datastore is modified. For more information about the Repository datastore, see Chapter 9, “Managing the Cisco CRS Datastores.”.
Page 193 Managing Document Files, page 7-4 • • Managing Languages, page 7-7 Recording and Uploading Prompt Files, page 7-11 • • Managing Custom Files, page 7-15 Managing AAR Files, page 7-18 • Managing Scripts, page 6-24 • Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 194: Managing Document Files
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments. The CRS Server's local disk document files are synchronized with the central repository during Cisco CRS Engine startup and during run-time when the Repository datastore is modified. For more information about the Repository datastore, see Chapter 12, “Managing the Cisco CRS...
Page 195: Managing Languages
• • Managing AAR Files, page 7-18 • Managing Scripts, page 6-24 Managing Languages The topics in this section describe the procedures for managing languages: • Creating a New Language, page 7-8 Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 196: Creating A New Language
Select a value from the Language drop-down list. • • Click Edit, specify a language name, and click OK. Click Create. Step 4 A new language folder Name appears on the summary web page. Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 197: Renaming A Language
Step 2 Select the Delete Language hyperlink, specify a folder name, and click • Delete. Click the Delete icon next to the name of a folder on the summary web page. • Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 198: Upload Zip Files To A Language Folder
By default, this check box is checked to unzip the file before uploading. Ensure to uncheck the check box if you want to upload it as a zipped file. Click OK. Step 5 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 7-10...
Page 199: Unzipping A Document File After Uploading
Step 4 Recording and Uploading Prompt Files Prompts are messages that the Cisco CRS system plays back to callers. CRS applications often use prompts to elicit caller response so that the CRS system can transfer calls, receive account information, and perform other functions.
Page 200 Upload a prompt (or prompts). You can replace any of the stored prompts used by Cisco script applications with a different .wav file by uploading the new .wav file. If necessary, add spoken name prompts. Some CRS applications play back the pre-recorded names of the people that callers are trying to reach, in order to allow the caller to confirm the transfer of the call.
Page 201: Recording A Prompt
Step 5 The Save As window opens. Click Change to set the recording options. Step 6 You can also set recording properties by choosing Properties from the Sound Recorder File menu. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 7-13...
Page 202 From the Format drop-down menu, choose one of the following options based on Step 7 the prompts selected during the Cisco CRS software installation process: CCITT u-Law if you selected G711 prompts when installing the Cisco CRS • software. •...
Page 203: Add Spoken Name Prompts
Managing Prompts, Grammars, Documents, and Custom Files Managing Custom Files Add Spoken Name Prompts Some Cisco CRS applications play back the pre-recorded names of the people that callers are trying to reach, in order to allow the caller to confirm the transfer of the call.
Page 204: Specify Custom Classpath Entries
Subsystems Configuration area. Use the arrow keys to move items between the Available Classpath Entries and Step 3 Selected Classpath Entries lists. Step 4 Click Update when your selections are complete. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 7-16...
Page 205: Specify The Custom Steps Startup Order
Click Update when your selections are complete. Step 6 Several processes need to be restarted on all nodes in the cluster after you make Note changes to this configuration page (see Custom Classes/Steps/Subsystems Configuration, page 13-6). Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 7-17...
Page 206: Specify The Custom Subsystems Start Up Order
Consequently, you need to manually reconfigure some of the applications uploaded through AAR. AAR files are archives of prompt, grammar, document, scripts, applications, and custom classes that you use as building blocks for applications and extensions. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 7-18...
Page 207 Implementation-Version: 4.1(1) Implementation-Vendor: Cisco Systems, Inc. Implementation-Vendor-Id: 12345 Implementation-URL: http://www.cisco.com Application-Name: Custom AA Application-Type: Cisco Script Application Application-Description: CRS Cisco Custom Application Application-Id: 100 Max-Sessions: 300 Enabled: true Script: custom_aa.aef Default-Script: aa.aef Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 7-19...
Page 208 Uploading AAR Files, page 7-21 The META-INF Directory, page 7-21 • • The Prompts, Grammars, Documents, and Scripts Directories, page 7-22 AAR Manifest, page 7-23 • Attribute Types, page 7-25 • Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 7-20...
Page 209: Creating Aar Files
If the AAR file is not formatted correctly or is missing some custom files, Cisco CRS generates an error. The META-INF Directory Cisco CRS uses the following files and subdirectories in the META-INF directory to configure applications, extensions and services: MANIFEST.MF. The file used to define extension and application related •...
Page 210: The Prompts, Grammars, Documents, And Scripts Directories
(to make it seem like they were uploaded through CRS Prompt Management). The Grammars Directory The Grammars directory stores grammars that must be uploaded to the grammar repository (to make it seem like they were uploaded through CRS Grammar Management). Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 7-22...
Page 211: The Documents Directory
CR LF | LF | CR (not followed by LF) header: name: value name: alphanum *headerchar value: SPACE *otherchar newline *continuation continuation: SPACE *otherchar newline alphanum: {A-Z} | {a-z} | {0-9} Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 7-23...
Page 212 Value manifest-file main-section newline *individual-section main-section version-info newline *main-attribute version-info Manifest-Version: version-number version-number digit+{.digit+}* main-attribute (any legitimate main attribute) newline individual-section Name: value newline *perentry-attribute perentry-attribute (any legitimate perentry attribute) newline Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 7-24...
Page 213: Attribute Types
AAR file is compatible with CRS release 4.1(1)_build705, SR1_Build001, then the Crs-Version is 4.1(1)SR1_Build001. As a last example, if AAR file is compatible with CRS release 4.1(1)_Build705 and above, then Crs-Version would be 4.1(1)_Build705. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 7-25...
Page 214 Entries are separated by one or more spaces. Attribute defined for extension identification: Extension-Name • This attribute specifies a name for the extension contained in the AAR file. The name should be a unique identifier. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 7-26...
Page 215: Per-Entry Attributes
Example 2: If AAR file a.aar has the following manifest content, then all the • US English prompts archived in a.aar are sealed, except US English prompts located in the AA/ directory. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 7-27...
Page 216: The Meta-Inf Directory Attributes
The META-INF Directory Attributes The Cisco CRS platform recognizes the x.MF file in the applications, subsystems, and steps subdirectories in the META-INF directory and interprets each to configure applications, subsystems, and steps respectively. The x is the base file name as listed on the Application-List main attribute of the manifest file.
Page 217 Management). If the value is set to false, the case is ignored. Script The main script of a Cisco Script Application (see CRS Application Management). The value must be relative to the Scripts directory. CRS 4.x doesn’t support configuring script parameters.
Page 218 AAR file belongs. These are the same set as the main attributes defined in the table listed under Attributes defined for extension and directory versioning and sealing information. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 7-30...
Page 219 AAR file belongs. These are the same set as the main attributes defined in the table listed under Attributes defined for extension and directory versioning and sealing information. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 7-31...
Page 220 Chapter 7 Managing Prompts, Grammars, Documents, and Custom Files Managing AAR Files Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 7-32...
Page 221: Managing The Cisco Crs System
Managing the Cisco CRS System Cisco CRS administration provides options to configure, control, and monitor CRS component activities and information across a cluster. Refer to the Cisco CRS Installation Guide for instructions about tasks that significantly change your CRS deployment, such as: •...
Page 222: Control Center Terminology
Cluster profile. The LDAP server stores information about the cluster in a cluster profile. A cluster profile is an LDAP Organizational Unit that contains a set of LDAP entries, which include data relating to the Cisco CRS servers, components, and licenses installed in a cluster. A cluster profile allows the use of the same LDAP entries for multiple servers.
Page 223: About Control Center Management
About Control Center Management perform the server setup procedure, you can activate the components that run on the server. Refer to the Cisco Customer Response Solutions Installation Guide for more information on setup and installation procedures. Service. An executable unit. A service may have other services as its •...
Page 224 Click the Eyeglasses Click the Pin icon to view Mouse-over the Status icon icon to view logs. details about the server. to view the server status. Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 225 The Features tab lists all the features in the cluster. Click a feature name to access detailed service information about that feature. The main section of the page gives summary information about each feature. Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 226: High Availability And Automatic Failover
Managing the Cisco CRS System High Availability and Automatic Failover High Availability and Automatic Failover Cisco CRS provides high availability and automatic failover capability through the use of two servers, the active server and the standby server. Caution You can deploy over Wide Area Network (WAN) expansion servers on which only the Monitoring component or on which only the Monitoring and Recording components are installed.
Page 227: Network Partitions
If the islands do not communicate, then each island will select its own active server. Generally, you can connect to the Cisco CRS administration on any node, and see a consistent cluster view. If a node is in the island mode, you will see different cluster views when you connect to nodes in each island.
Page 228 The Control Center configuration page lists the status of services running on a particular server; the figure above shows the status of services on a server named CYU2000-PC2. The table below describes the different areas of this page. Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 229 Areas of the Control Center Web Page Callout Description The server name and Cisco CRS Engine status. Button to Start, Stop, Restart, and Reelect individual services. The services installed on this server. Master services are labeled with a small, blue M icon;...
Page 230: Adding Licenses And Activating Components
Managing the Cisco CRS System Managing the Control Center Adding Licenses and Activating Components Software for all the Cisco CRS feature components are loaded on the system during installation. However, no feature is available for use: • Unless a license for that feature was been added (see...
Page 231: Activating A Component
When a feature component is disabled, it is disabled on that server, only. Every time a server is rebooted, the Node Manager checks for the availability of the license as well as the enable feature flag to enable a particular component. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 8-11...
Page 232: Removing A Server
Chapter 8 Managing the Cisco CRS System Managing the Control Center When the Cisco CRS Engine is enabled or disabled, it creates or removes Note the JTAPI user in the JTAPI Provider for that node, provided JTAPI information exists. If JTAPI Port groups have already been configured, then CRS will create/remove CTI ports for this node.
Page 233: Disabling A Server
The system prompts you to confirm the deletion; click OK. The system removes the node from the cluster. JTAPI and CTI Ports for this node are removed only if the removed node is a Cisco CRS Engine-enabled node. Click Update.
Page 234: Starting, Stopping, And Restarting Cisco Crs Services
Step 5 Starting, Stopping, and Restarting Cisco CRS Services At times, you may need to stop and restart the Cisco CRS services. For example, you must stop the CRS Engine before modifying the Historical Reporting configuration, and restart the Engine for the changes to take effect. You may also stop and restart the CRS Engine to view the status of the Engine and subsystems while the Engine stops and starts.
Page 235: Reelect Master
Reelect Master The type of service determines how a master is initially elected. For example: For the Cisco CRS Engine, the first available service become master. That • service does not surrender its position as master, even if another service becomes active.
Page 236: Server Traces
Select File > Save As, use the Save Web Page dialog to save the contents of • the log to a file, and then select File > Close to close the window. Related Topics • Tracing Configuration, page 8-37 Configuring Trace Settings, page 9-8 • Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 8-16...
Page 237: Server Details
Server host name • • State Hardware type • • Install time Last restart • Hardware properties • • Services for enabled components (regardless of state) Software version • Time of upgrade • Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 8-17...
Page 238: Managing The Cisco Crs Engine
From the CRS Administration menu bar, choose System > Control Center. The Control Center/Servers summary web page opens. Step 2 Click a Server Name hyperlink on the navigation bar. The Control Center/Server Configuration web page opens. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 8-18...
Page 239: Controlling The Auto Refresh Interval
Status area at regular intervals so you can monitor the status of the system or subsystems across the cluster. To configure the auto-refresh setting perform the following steps. Procedure Step 1 From the CRS Administration menu bar, choose System > Control Center. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 8-19...
Page 240: Managing Crs Ldap Server Information
The Cisco CRS system stores configuration information in an LDAP server. Storing applications and scripts in an LDAP server allows you to share all Cisco CRS applications and scripts on all Cisco CRS servers in the network. The LDAP server stores information about the cluster in a cluster profile. A...
Page 241: Adding Ldap Server Information
You can configure multiple directory servers, in order of priority, to be used if a failover occurs. Each of these directory servers stores Cisco CRS configuration data and scripts. If a failover occurs, the CRS server will attempt to use the first alternative directory server that you have configured, then the second server, and so on.
Page 242 Distinguishing Name configured on the LDAP server for the user with username permission to modify the Cisco Unified Communications LDAP tree and object entries. Enter this information in the format shown as the default value for your LDAP type. Replace the text in italics with your values, if necessary. In these formats, ou is an Organizational Unit, o is an Organization, cn is a Common Name, and dc is a Domain Component.
Page 243 DC Directory: ou=Cisco,o=cisco.com Microsoft Active Directory: ou=Cisco,dc=AD_domain • For example, if AD_domain is myad.cisco.com, the default value would be ou=Cisco,dc=myad,dc=Cisco,dc=com. (This default value assumes that your users are under the Users OU. If your users are under another OU, adjust this value as needed.) •...
Page 244 This is a unique name configured on the LDAP server for the User with permission to modify the Cisco IP Telephony LDAP tree and object entries. Enter this information in the format shown as the default value for your LDAP type.
Page 245: Additional Dcd Information
Step 7 Additional DCD Information DCD is the built-in directory for Cisco CRS. By default, this directory is installed on Unified CM and is superseded when you select either AD or ND while running the Unified CM Directory plugin. When you migrate the LDAP information, to another directory (either AD or ND), the DCD is automatically stopped.
Page 246: Additional Ad Information
Unified CM servers are not supported in an AD domain. Cisco CRS servers are not supported in an AD domain. • Cisco Unified ICME Release 7.0 servers are supported in an AD domain. • Additional ND Information Refer to the following websites for more information: http://wp.netscape.com/directory/v4.0/faq.html...
Page 247: Requirements To Migrate Ldap Information
Adhere to these requirements if you migrate from one LDAP directory to another: • You must perform the Cisco CRS migration before you perform the Unified CM migration. If both directories are not available, you have the option to use the Backup and Restore System (BARS) utility.
Page 248: Additional References
You will need the login username and password for each user. Additional References Refer to the following references for additional information: Cisco Unified CCX 4.x Solution Reference Network Design, Release 4.x – (Appendix C in particular) at the following website: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_i mplementation_design_guides_list.html...
Page 249: Migrating To A Different Ldap Directory
LDAP directory to which you want to migrate. Step 3 Access the Cisco CRS Control Center (System > Control Center) and ensure that all the nodes in the cluster are operating and the CRS Node Manager service is running.
Page 250 Unified CM users are located in the new LDAP. Please restart the Cisco CRS Node Manager on all nodes in the cluster in order for these changes to take effect. You do not need to restart the Cisco CRS Node Manager at this point. Note Wait until...
Page 251 8-14. Manually add all other users (telephone users, supervisors, and agents) using Step 15 Unified CM or Cisco CRS and who need to migrate to the new directory (see Requirements to Migrate LDAP Information, page 8-27). To migrate these users, you must enter the username and password for each user: For DCD, always use the Unified CM user administration web page to enter •...
Page 252: Managing System Parameters
Unified CM user page (see Associating Agent Extensions with the RM JTAPI Provider, page 4-6). Verify the state of the subsystems by accessing the Cisco CRS Control Center Step 17 (System > Control Center). Verify the functionality of the system by placing test calls.
Page 253 TCP port number on which the CTI server component of RmCm subsystem opens the server socket and lists to the clients. All CTI server clients, such as Cisco Agent Desktop, Unified ICME server, Sync server, IP Phone Agent server, use this port number.
Page 254 TCP port number on which the CTI server component of RmCm subsystem opens the server socket and lists to the clients. All CTI server clients, such as Cisco Agent Desktop, Unified ICME server, Sync server, IP Phone Agent server, use this port number.
Page 255 If you change this value, all CVD on all cluster nodes must be restarted. Default: 994 SQL TCP Port The TCP port on which the Cisco CRS SQL server instance listens for database connections over TCP/IP network protocol. Default: 4433 BARS Port TCP port for communicating between Backup and Restore and BRM.
Page 256 ID to get the session object from another application instance. By doing so, other applications obtain access to the session context. See the Cisco CRS Getting Started with Scripts guide for more information. Codec (Display only.) The CODEC chosen during installation for this CRS server.
Page 257: Exiting The Crs Administration
Exiting the CRS Administration 1. RMI and RTP Port changes require restart of Cisco CRS Engine on all nodes in the cluster. A SQL TCP Port change requires restart of all Cisco CRS SQL services, on all nodes in the cluster.
Page 258: Crs Log Collection Tool
• • Agent/Historical/Repository Trace Configuration, page 13-10 Cisco CRS Utilities Cisco CRS has additional tools to help you manage system components: CRS Admin Utility. Enables you to change or synchronize passwords for • CRS Windows User accounts (see CRS Admin Utility, page 8-39).
Page 259: Crs Admin Utility
CRS Admin Utility applies the password change of any of the above accounts to the Windows services running under these accounts. The Cisco CRS Admin Utility consists of a window that displays the password status of these accounts on each of the nodes in the CRS Cluster.
Page 260 Cisco CRS Utilities Logging on to the Cisco CRS Admin Utility To access and logon to the Cisco CRS Admin Utility, complete the following steps. Only one instance of this utility should be run within the cluster at any given time Note to apply password changes across the cluster.
Page 261 A warning dialog box appears. Click OK. Step 3 The password is applied to each node in the cluster where the CRSAdministrator account is out-of-sync; a dialog box reports the status of the changes. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 8-41...
Page 262 Step 4 The password is applied to each node in the cluster and the accounts running under CCMService account on all nodes; a dialog box reports the status of the changes. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 8-42...
Page 263: Refreshing Account Sync Status
The Refresh Menu option refreshes each node’s account sync status with cluster level information, whether they are in-sync or out-of-sync. Procedure Step 1 In the CRS Admin Utility, select View > Refresh. CRS refreshes the node’s account sync status with cluster information. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 8-43...
Page 264: Loglevel Entry In Registry
Changing the LDAP info in the bootstrap, does not automatically Caution update the same information in the LDAP information page in the Cisco Serviceability Utility. You need to specifically change it in the LDAP tab in Cisco Serviceability Utility. This section describes the following: Launching the Cisco CRS Serviceability Utility, page 8-45 •...
Page 265: Launching The Cisco Crs Serviceability Utility
To access and logon to the Cisco CRS Serviceability Utility, complete the following steps. Note You can launch the Cisco CRS Serviceability Utility from any node in the CRS Cluster. Procedure Select Start > Programs > Cisco CRS Administrator > Cisco CRS Step 1 Serviceability Utility.
Page 266: Synchronizing Ldap Bootstrap Information
Changing the LDAP info in the bootstrap, does not automatically update the same information in the LDAP information page in the Cisco Serviceability Utility. You need to specifically change it in the LDAP tab in Cisco Serviceability Utility. To synchronize bootstrap information, complete the following steps.
Page 267: Updating Crs Ip Address Information
• • IP Address New IP Address • The Cisco Agent/Supervisor Desktop client computers and CRA engine should use the same set of active and standby LDAP servers to ensure failover protection. Click Update. Step 4 Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 268: Updating Unified Cm Ip Address Information
RmCm JTAPI Provider • • JTAPI Provider You can modify all of this information using the CRS Serviceability Tool’s Cisco Unified CM LDAP Information tab and the IP Address tab. Changing the LDAP info in the bootstrap, does not automatically Caution update the same information in the LDAP information page in the Cisco Serviceability Utility.
Page 269: Examples: Updating Cisco Crs Ip Address Information
Examples: Updating Cisco CRS IP Address information This section provides examples of the steps you need to follow whenever there is a change in IP address for the nodes in a cluster for the following Cisco CRS deployments: Cisco CRS co-located with Unified CM.
Page 270 For Node 2 (Unified CM), follow the instructions as specified for Unified • CM, assuming the Unified CM IP has changed. For Node 1 (Cisco CRS), follow Scenario 1’s Steps 1, 2, 3, 5, 6, 7, and 8. • Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 271 Unified CM IP has changed. For Node 1 (CRS), follow Scenario 1’s Steps 6.a, 6.b, 6.c, 6.d and 6.e. If you have Unified CCX, run the Cisco Agent Desktop Configuration Setup by double clicking the PostInstall.exe file (located under C:\Program...
Page 272 IP address). Follow Scenario 1’s Steps 6.a, 6.b, and 6.e. For Node 4 (VoIP) Run the Cisco Agent Desktop Configuration Setup by double clicking the PostInstall.exe file (located under C:\Program files\Cisco\Desktop\bin) and modify the IP address of the Primary/Secondary CAD Directory Service, click OK, You will get an error message “...
Page 273: Updating The Ldap Password
Next, click MRCP Providers. This will list all the MRCP Providers configured in the system. The newly added server change will not take effect in the Cisco CRS Engine until the MRCP provider is refreshed. To make this change effective, either...
Page 274 If you change the LDAP password, update the password in CRS in the following locations: • Cisco CRS LDAP Information. Cisco Unified CM LDAP Information (if Unified CM uses the same LDAP • server as CRS). You modify LDAP information with the CRS Serviceability Utility using the...
Page 275: Chapter 9 Managing The Cisco Crs Datastores
Managing the Cisco CRS Datastores Datastores are components that allow you to manage and monitor historical, repository, and configuration data across all servers in the Cisco CRS cluster The following sections provide more information on Cisco CRS datastores. About the CRS Datastore, page 9-1 •...
Page 276 Control Center, it will act as a subscriber by default. A subscriber will be effective only when a publisher is activated; any subscriber node can become a publisher. This means a datastore with replication can play the following roles: Unknown/Deactivated Subscriber Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 277: Inactive Retention Period
When the subscriber goes down for more than the 2- or 4-day retention period, reinitialize the subscriber by checking the subscriber activation. If the subscriber is dropped and then called back in to service, then the subscriber is automatically) reinitialized. Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 278: The Crs Datastore Control Center
This datastore contains agent configuration information, agent report data, and metadata for recorded files. Configuration This datastore contains Cisco CRS system configuration information. Use the navigation hyperlinks in to access the configuration web pages. Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 279: Datastore Control Center
Publication Snapshot Agent Subscription Agent • • Atomic Transaction Migration Agent (for HDS3x- upgrade from Cisco CRS 3.x • Node ID Node ID of server/node in CRS cluster. Read Access Indicates whether data can be read from the datastore. Options: Yes, No.
Page 280 Publisher. (This causes the data on the subscriber to be overwritten by the data from the Publisher.) Only use this button if you have determined that the subscriber does not Note have any data that the Publisher needs. Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 281: The Publisher Activation Page
The Publisher Activation page appears. Step 3 Select the required server and do one of the following: Click Activate Publisher to activate the selected server. • • Click Reset Publisher to reset the existing server. Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 282: Changing Publisher To Subscriber
Use the Tracing page to activate and deactivate logging. For more information on Trace Configuration, see the Note Cisco Customer Response Solutions Servicing and Troubleshooting Guide. Procedure Step 1 Access the Datastore Control Center by selecting Systems > Datastore Control from the CRS Administration menu bar.
Page 283 Use the Tracing page to activate and deactivate logging. Note For more information on Trace Configuration, see the Cisco Customer Response Solutions Servicing and Troubleshooting Guide. Procedure From any Datastore Control Center web page, click the Tracing hyperlink. Step 1 The Trace Configuration page appears for that datastore component.
Page 284: Trace Settings And Unified Cm Performance
SQL Server of a datastore on a node, all the other datastores on the same node will stop automatically When SQL Services are shutdown, data will not be read, written or replicated because these services are managed by the Node Manager. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 9-10...
Page 285: Configuring Alarm Settings
When Logging is activated, debug logs are be written to \wfavvid\log\ReplLogs, SQL Server logs, and the NT Event viewer. Step 3 Click Update. Related Topics • The Alarm Configuration Menu Option, page 13-8 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 9-11...
Page 286 Chapter 9 Managing the Cisco CRS Datastores Configuring Alarm Settings Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 9-12...
Page 287 About the CRS Historical Datastore, page 10-2 Historical Reporting Configuration, page 10-2 • • Purging Historical Data, page 10-5 Truncating Database Transaction Log Files, page 10-11 • Importing Historical Data from Data Files, page 10-12 • Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 10-1...
Page 288: Managing Cisco Crs Historical Reporting
Historical Reporting Client. Setting up CRS for Historical Reporting consists of three tasks: Configuring Database Server Limits, page 10-3 Specifying Users for Historical Reporting, page 10-4 Configuring Automatic Purging, page 10-6 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 10-2...
Page 289: Configuring Database Server Limits
Step 2 Enter a value in the Maximum DB Connections for Report Client Sessions field next to a Server Name. Click Update. Step 3 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 10-3...
Page 290: Specifying Users For Historical Reporting
75 users are configured on Unified CM, you can use search to find users who are not displayed. Choosing the user from the drop-down list. • Click Next. Step 4 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 10-4...
Page 291: Purging Historical Data
Step 8 Purging Historical Data As the Cisco CRS Engine runs, it collects information about the status and performance of the CRS system. Historical information is stored in a database that can then be accessed to provide reports (see the Cisco Customer Response Solutions Historical Reports User Guide for more information about Cisco CRS Historical Reports).
Page 292: Configuring Automatic Purging
When you purge data, you permanently delete it. If you want to keep data that will Note be purged, back up the database. Cisco CRS Administration provides the following features for purging historical reports from the database: • Daily comparison of the size of the database to a user-specified maximum size •...
Page 293: Setting The Daily Purge Schedule
Purge Schedule Configuration area. Field Description Daily purge at Time of day for the daily purge. Purge data older than N months Number of months data can persist before being purged. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 10-7...
Page 294 “Provisioning the eMail Subsystem” section on page 5-16. For Syslog and SNMP trap notification, the Cisco Administrative XML Layer (AXL) alarm servicemust be running, and Syslog and SNMP must be properly configured. For more information about Cisco AXL alarm service, Syslog, and SNMP, see the Cisco Customer Response Solutions Servicing and Troubleshooting Guide.
Page 295 From the drop-down menu in the Auto purge data for the oldest N days field, accept the default of 7, or choose another number. Step 7 Click Update. The Purge Schedule Configuration area refreshes, and the CRS system is configured with the new values. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 10-9...
Page 296: Purging Manually
From the drop-down list in the Purge data older than N days field, keep the default Step 3 (15 days) or specify the required number of days. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 10-10...
Page 297: Truncating Database Transaction Log Files
FIles\Microsoft SQL Server\MSSQL$CRSSQL\Data) on any CRS Server with an Historical Datastore component. The Cisco CRS runTruncateHistDBLogs command line tool can truncate this file to a size that you specify. You can run this command from a Microsoft Windows command window.
Page 298: Importing Historical Data From Data Files
The table that follows lists the options and parameters for the osql command on the CRS server. Option or Parameter Description -E – Use entrusted source -S server/CRSSQL -S – Server server/CRSSQL – Name of your server, appended by ID for CRS SQL Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 10-12...
Page 299 CRS supports a limited set of databases via ODBC and does not allow connection to a flat file Note using an ODBC connection. Example: If the server name is CRSDBServer_1 and the file name is SampleFile.data, the command is: osql -E -S CRSDBServer_1/CRSSQL -i SampleFile.data Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 10-13...
Page 300 Chapter 10 Managing Cisco CRS Historical Reporting Importing Historical Data from Data Files Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 10-14...
Page 301 When the CRS system is configured and functioning, you can run reports to monitor real-time activity using the CRS Administration web interface. If you have the Cisco Agent Desktop and Cisco Supervisor Desktop, you also can run real-time reports directly from these applications. Cisco Agent Desktop and Cisco Supervisor Desktop do not use the same calculations or data display methods as those that CRS real-time reporting uses.
Page 302: Available Crs Real-Time Reports
Center Express Stats report is available only if Unified CCX has been configured. Resource Unified Contact Provides information about Unified CCX resources activity. Center Express Stats Sessions Provides information on all active sessions. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 11-2...
Page 303: Opening Real-Time Reporting
You run real-time reports from the Application Reporting web page. Note For detailed information about all the options available through the Application Reporting tool, see “The Application Reporting User Interface” section on page 11-7. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 11-3...
Page 304: Running Reports
Run the Application Task, Contacts, Applications, or Sessions report. Step 1 Step 2 Click a line in the report for which you want to view more detailed information. For example, click an e-mail address in the Contacts report. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 11-4...
Page 305: Printing Reports
The CRS system automatically resets all statistics each day at midnight. You can reset the accumulated statistics manually at any time. Resetting statistics does not reset active statistics, such as active contacts and active tasks. To reset report statistics, complete the following steps. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 11-5...
Page 306: Setting Report Options
CRS Administration web interface should attempt to reconnect to the CRS server. From the Show Logged Off Resources drop-down menu, choose whether logged Step 5 off agents appear in reports. Click Apply to apply the settings. Step 6 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 11-6...
Page 307: Setting Report Appearance
(see The Views Menu, page 11-25). Help—Choose this option to display system information and to access • Cisco CRS online help (The Settings Menu, page 11-27). Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 11-7...
Page 308 Use the Contacts Summary web page to view specific contact information for call contacts, e-mail contacts, HTTP contacts, and total number of contacts. To access the Contacts Summary web page, select Reports > Contacts Summary from the Application Reporting menu bar. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 11-8...
Page 309 Indicates the reason code for the reject: Channels busy • • No channel license No trigger • Use the + toggle button to access these statistics. Note Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 11-9...
Page 310 Names of the applications that are running or have run. Running Currently running applications. Completed Applications that have stopped running. Total Number of times an application was invoked since the statistics were last reset. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 11-10...
Page 311 The Application Reporting User Interface Column Heading Description DTMF VB and AA Application names configured from the Cisco CRS administration. Status Displays the failover connection status. The possibilities are: Fully connected, Partially connected, and Not connected. See the following tables for detailed status information for Unified IP IVR and Unified CCX reports.
Page 312: The Engine Tasks Menu Option
Use the Engine Tasks web page to view information about currently active Engine tasks. To access the Engine Tasks web page, select Reports > Engine Tasks from the Application Reporting menu bar. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 11-12...
Page 313: The Contacts Menu Option
Unique identifier for a server in the cluster. Server IP Address IP Address identifying the server in the cluster. Script Name of the script that is running the task (if running a Cisco CRS script). Start Time Time that the task started. Duration Length of time the task has been active.
Page 314 If True, this call was received by the CRS server; if False, this call was placed as an outbound call by an application. Language The selected language context of the call. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 11-14...
Page 315 Current state of the contact. Inbound If True, this e-mail message was received by the CRS server; if False, this e-mail was created by an application. Note Inbound e-mails are not currently supported. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 11-15...
Page 316 Length, in bytes, of the request body, which is made available by the input stream, or -1 if the length is not known. This length is the same as the value of the CGI variable Note CONTENT_LENGTH. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 11-16...
Page 317 The Applications Menu Option Use the Applications web page to view all the applications loaded on the server. To access the Applications web page, select Reports > Applications from the Application Reporting menu bar. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 11-17...
Page 318: The Sessions Menu Option
Name Unique name of the currently loaded application. Application ID. Type Type of application that is currently running (for example, Cisco Script Application). Description Description of the application as entered on the CRS Administration web site. Enabled If True, the application is enabled; if False, the application is disabled.
Page 319: The Data Source Usage Menu Option
The Overall Unified Contact Center Express Stats Menu Option Use the Overall Unified Contact Center Express Stats web page to view real-time Unified CCX resource and call information. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 11-19...
Page 320 This includes contacts that are waiting, contacts connected to a resource, and contacts that have disconnected. If a resource transfers to or conferences with a route point, this value increases. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 11-20...
Page 321: The Csq Unified Contact Center Express Stats Menu Option
Unified CCX reports contain information for calls that have been queued in one or more CSQs. If a call is not queued, the reports do not display data for that call. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 11-21...
Page 322 (when you execute the “Select Resource” step) and ends when the call reaches the agent. Wait duration does not include hold time.The time a contact spends on a CTI port prior to getting queued is not included in this wait time. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 11-22...
Page 323: The Resource Unified Contact Center Express Stats Menu Option
Longest time (in seconds) that this resource has placed a call on hold. Failover Behavior for Unified Contact Center Express Stats All failovers, regardless of whether the CRS engine is restarted, will cause the Unified Contact Center Express Stats to reset. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 11-23...
Page 324: The Tools Menu
Reporting menu bar. The CRS system resets all statistics. The Refresh Connections Menu Option To refresh connections with the CRS system, select Tools > Refresh Connections from the Application Reporting menu bar. The CRS system refreshes all connections. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 11-24...
Page 325: The Views Menu
When you use the Views options with the Application Tasks reports, the Views menu contains the following options: • Contacts by Application Task ID, page 11-26 Engine Tasks by Application Task ID, page 11-26 • Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 11-25...
Page 326: Contacts
The Application Task By Application Name report displays the same report as the Application Task report (see Application Tasks, page 11-25), except that the Application Task By Application Name report is filtered using only the active application tasks associated with this application. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 11-26...
Page 327: Sessions
Motif—Choose this option to display reports in purple and menu items in • brown. Metal—Choose this option to display reports in grey and menu items in • black. This section contains the following topic: The Options Menu Option, page 11-28 • Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 11-27...
Page 328: The Options Menu Option
If an error occurs, an Error dialog box opens to alert you that Note the server is not communicating with the web interface. Show Logged Off Resources Specifies whether logged off agents appear in reports. Click Apply to submit configuration changes. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 11-28...
Page 329: Chapter 12 Using The Cisco Crs Supervisor And Cisco Crs User Options Plug-Ins
The following sections provide detailed information on the additional plug-in options provided by the Cisco CRS application. • Using the CRS Supervisor Web Interface, page 12-2 Using the CRS User Options Web Interface, page 12-4 • Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 12-1...
Page 330: Using The Crs Supervisor Web Interface
Chapter 11, “Reporting on Real-Time CRS Data”). Accessing the Cisco CRS Supervision Web page To access the Cisco CRS Supervision web page, perform the following steps: Procedure Step 1 From the CRS Administration enter http://<CRS IP Address>/AppSupervisor. If prompted, enter your User ID and Password.
Page 331: Monitoring Csqs
The CSQ ID column shows the ID value that you should enter for the CSQ that you selected in the Start Monitor Step. Refer to the Start Monitor Step in the Cisco CRS Scripting and Development Series: Volume 2, Editor Step Reference for more information.
Page 332: Installing Client-Side Historical Reporting
• Access the Unified CM User Page • Accessing the Cisco CRS User Options Web page To access the Cisco CRS User Options web page, perform the following steps: Procedure From the CRS Administration enter http://<CRS IP Address>/Appuser. Step 1 Step 2 If prompted to do so, enter your User ID and Password.
Page 333: Downloading Unified Ccx Agent Desktop
Alternative Pronunciations for Call by Name is an independent feature located on the Cisco CRS User Options Welcome web page. This feature lets you add one or more alternate pronunciations for your first or last name and is useful if callers might refer to you by more than one name.
Page 334: Accessing The Unified Cm User Options Page
Remove. Step 8 Click Update to apply the changes. To return to the Cisco CRS User Options Welcome web page, click the Back to CRS User home page hyperlink. Accessing the Unified CM User Options page To access the Unified CM User Options web page, perform the following steps: Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 335 Using the Cisco CRS Supervisor and Cisco CRS User Options Plug-Ins Using the CRS User Options Web Interface Procedure Step 1 In the Cisco CRS User Options Welcome web page, click the Unified CM User Page hyperlink. The Unified CM User Options Log On dialog box appears. Step 2 Enter your Unified CM User ID and Password and click Log On.
Page 336 Chapter 12 Using the Cisco CRS Supervisor and Cisco CRS User Options Plug-Ins Using the CRS User Options Web Interface Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 12-8...
Page 337: Cisco Customer Response Solutions: Reference
A R T Cisco Customer Response Solutions: Reference...
Page 339: The System Menu
Tracing—to configure the CRA Engine trace file and set trace level options (see The Tracing Menu Option, page 13-9). • Logout—to log out of the CRS Administration web interface (see Logout Menu Option, page 13-11). Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 13-1...
Page 340: The Ldap Information Menu Option
Changing the LDAP info in the bootstrap, does not automatically update the same information in the LDAP information page in the Cisco Serviceability Utility. You need to specifically change it in the LDAP tab in Cisco Serviceability Utility. Related Topics •...
Page 341: The Control Center Menu Option
Select System > Control Center from the CRS Administration menu bar to access the Control Center/Servers web page. Related Topics About Control Center Management, page 8-3 • Managing the Control Center, page 8-7 • Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 13-3...
Page 342: Servers/Display Licenses
From the Control Center/Features web page, select Component Activation. Use this page to activate licensed components. Related Topics • About Control Center Management, page 8-3 Adding Licenses and Activating Components, page 8-10 • Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 13-4...
Page 343: The Datastore Control Center Menu Option
Application Administration will notify it of the changes the next time Node Manager is started. Choose System > System Parameters from the CRS Administration menu bar to access the System Parameters Configuration web page. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 13-5...
Page 344: The Custom File Configuration Menu Option
Document Repository. If the classpath refers to jars or directories that no longer exist in the Repository, CRS generates a warning message box when you open this page. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 13-6...
Page 345: List Of Custom Steps/Subsystems Start Up Order
CRS Editor. User has to first create a palette using “Enter a new Palette” in order to add a step to it. After creating a Palette, user can add a step by clicking Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 13-7...
Page 346: The Alarm Configuration Menu Option
Alarm Server Configuration is available for the following CRS components: Note CRS Administration, CRS Engine, and CRS Cluster View Daemon. Select System > Alarm Configuration from the CRS Administration menu bar to access the Alarm Server Configuration web page. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 13-8...
Page 347: The Tracing Menu Option
• Agent/Historical/Repository Trace Configuration, page 13-10 For detailed information about how to use tracing in your system, refer to the Note Cisco Customer Response Solutions Servicing and Troubleshooting Guide. Related Topics Server Traces, page 8-16 • Configuring Trace Settings, page 9-8 •...
Page 348: Trace File Configuration
Use the checkboxes on this page to select the subfacilities you want to trace and debug. Related Topics • Tracing Configuration, page 8-37 Agent/Historical/Repository Trace Configuration Agent/Historical/Repository Trace Configuration is available for the SQL Server Note component, only. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 13-10...
Page 349: The Logout Menu Option
System > Logout from the CRS Administration menu bar. The system logs you out of CRS Administration and displays the Authentication web page. Note You can also exit CRS Administration by closing your web browser. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 13-11...
Page 350 Chapter 13 The System Menu The Logout Menu Option Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 13-12...
Page 351: The Applications Menu
Management—to display, modify, or delete existing prompts, grammars and documents, and to add new prompts, grammars and documents. (see Prompt Management, page 14-4.) AAR Management—to upload AAR files to Cisco CRS. (see • Management, page 14-8.) Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 352: The Application Management Menu Option
The Application Management option of the Applications menu of the Cisco CRS Administration web interface contains options for configuring and managing the applications the Cisco CRS system uses to interact with contacts and perform a wide variety of functions. To access the Application Management web pages, select Applications >...
Page 353: The Script Management Menu Option
The Script Management Menu Option Use the Script Management web page to add a new script and to rename, refresh, or delete an existing script. Cisco CRS applications are based on scripts created in the Cisco CRS Editor. To access the Script Management web page, select Applications > Script Management from the CRS Administration menu bar.
Page 354: Prompt Management
• Prompt Management Several system-level prompt files are loaded during Cisco CRS installation. However, any file you create needs to be made available to the CRS Engine before a CRS application can use them. This is done through the CRS cluster’s Repository datastore, where the prompt, grammar, and document files are created, stored, and updated.
Page 355: Grammar Management
Refreshing Scripts, page 6-29 Grammar Management Several system-level grammar files are loaded during Cisco CRS installation. However, any file you create needs to be made available to the CRS Engine before a CRS application can use them. This is done through the CRS cluster’s Repository datastore, where the grammar files are created, stored, and updated.
Page 356 Related Topics Managing Grammar Files, page 7-3 • • Managing Languages, page 7-7 Recording and Uploading Prompt Files, page 7-11 • Managing Custom Files, page 7-15 • • Refreshing Scripts, page 6-29 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 14-6...
Page 357: Document Management
Document Management Document Management Several system-level document files are loaded during Cisco CRS installation. However, any file you create needs to be made available to the CRS Engine before a CRS application can use them. This is done through the CRS cluster’s Repository datastore, where the document files are created, stored, and updated.
Page 358: Aar Management
To access the AAR Management web page, select Applications > AAR Management from the CRS Administration menu bar. The AAR Management web page displays. Related Topic Managing AAR Files, page 7-18 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 14-8...
Page 359: The Subsystems Menu
C H A P T E R The Subsystems Menu The Subsystems menu of the Cisco CRS Administration web interface provides access to the subsystems that are licensed for your CRS system. The CRS system uses subsystems for communicating with other services.
Page 360: The Jtapi Menu Option
MRCP TTS Menu Option, page 15-22). The JTAPI Menu Option The Cisco CRS system uses the Java Telephony Application Programming Interface (JTAPI) subsystem of the CRS Engine to send and receive call-related messages from the Unified CM Computer Telephony Interface (CTI) Manager.
Page 361: Jtapi Provider Configuration
If you do not verify and delete preexisting JTAPI providers, the JTAPI subsystem issues an error and will not allow you to create JTAPI providers from the Cisco CRS JTAPI Provider Configuration web page. To access this configuration area, click the JTAPI Provider hyperlink on the navigation bar of any JTAPI Configuration web page.
Page 362: Jtapi Call Control Group Configuration
To access the JTAP Call Control Group Configuration web page, click the Add a New JTAPI Call Control Group hyperlink on the JTAP Call Control Group Configuration summary web page. Related Topic Provisioning JTAPI Call Control Groups, page 3-8 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 15-4...
Page 363: Jtapi Triggers Configuration
The Triggers data is in sync with the Route Point data in the Unified CM. The Route Points have been associated with all the JTAPI users in – Unified CM. Synchronizes the data by: • Creating any missing users. – Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 15-5...
Page 364: The Rmcm Menu Option
Associating route points to all the JTAPI users. – The RmCm Menu Option The Cisco CRS system uses the Unified CCX subsystem of the CRS Engine to provide resource distribution and queueing to call centers, as part of a Automatic Call Distribution (ACD) system.
Page 365: Skills Configuration
Skill Configuration hyperlink to view a list of the resources associated with that skill. To add a new skill name, click the Add a new skill hyperlink. (For more information, see the section that follows.) Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 15-7...
Page 366: Adding A New Skill
CSQs and team to which the resource is assigned. Related Topics Modifying a Resource, page 15-9 Resource Group Configuration, page 15-9 CSQ Configuration, page 15-10 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 15-8...
Page 367: Modifying A Resource
To add a new Resource Group, click the Add a new Resource Group hyperlink. (For more information, see the section that follows.) Adding a New Resource Group Use the Resource Configuration area to enter the resource group name into the Resource Group Name field. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 15-9...
Page 368: Csq Configuration
To access the CSQ Configuration area, click the Add a New Contact Service Queue hyperlink in the Contact Service Queue area of the Unified CCX Configuration web page. Related Topic Creating, Modifying, and Deleting CSQs, page 4-24 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 15-10...
Page 369: Rm Jtapi Provider Configuration
Unified CCX Configuration web page. This web page also contains the following buttons: • Add Skill—to add new skills or resource groups to the selected agents (see Adding Skills, page 15-12). Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 15-11...
Page 370: Adding Skills
CSQ. To access this configuration area, click the Remote Monitor hyperlink on the navigation bar of any Unified CCX Configuration web page; the Remote Monitor summary web page appears. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 15-12...
Page 371: Assigning Resources And Csqs To A Remote Supervisor
Configuration web page only if you have purchased Unified CCX Enhanced. Use the Teams area of the Unified CCX Configuration web page to create or associate teams with various agents, CSQs, and supervisors. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 15-13...
Page 372: The Add A New Team Hyperlink
Unified CCX by way of the Unified CCGX. The Unified CCGX is a Peripheral Gateway (PG) which you configure on the Unified ICME software. The Cisco CRS system uses the Unified ICME subsystem of the CRS Engine to communicate with Unified ICME software to direct calls to other systems such as interactive voice response units (VRUs) and ACD systems, as part of the Unified ICME solution.
Page 373: Unified Icme Configuration
CRS Engine. Click the Unified ICME VRU Scripts hyperlink on the navigation bar of the Unified ICME Configuration web page to access the Unified ICME VRU Scripts Configuration web page opens. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 15-15...
Page 374: Add A New Unified Icme Vru Script
Configuring Unified ICME VRU Scripts, page 5-6 The Database Menu Option The Cisco CRS system uses the Database subsystem of the CRS Engine to communicate with database servers, in order to obtain information to relay to callers or to make application decisions. The Database subsystem enables the CRS applications to obtain information from data sources, which are databases configured to communicate with the CRS system.
Page 375: Adding A New Data Source
Provisioning the Database Subsystem, page 5-12 The HTTP Menu Option The Cisco CRS system uses the HTTP subsystem of the CRS Engine to add components to the CRS Engine that allow applications to be triggered in response to requests from a variety of web clients, including computers and IP phones.
Page 376: Add A New Http Trigger
Related Topic Provisioning the HTTP Subsystem, page 5-8 The eMail Menu Option The Cisco CRS system uses the eMail subsystem of the CRS Engine to communicate with your e-mail server and enable your applications to create and send email. The e-mail configuration identifies the default e-mail address and server to be used for sending e-mail (including e-pages and faxes) and for receiving acknowledgments.
Page 377: The Cisco Media Menu Option
Provisioning the eMail Subsystem, page 5-16 The Cisco Media Menu Option The Cisco CRS system uses the Media subsystem of the CRS Engine to configure Cisco Media Termination (CMT) dialog groups that can be used to handle simple Dual-Tone Multi-Frequency (DTMF) based dialog interactions with customers. A dialog group is a pool of dialog channels in which each channel is used to perform dialog interactions with a caller.
Page 378: Mrcp Asr Provider Configuration
To add new ASR Provider information, click the Add MRCP ASR Provider hyperlink. (For more information, see the section that follows.) To reload all configured MRCP ASR Provider information, click Refresh All. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 15-20...
Page 379: Add A New Mrcp Asr Provider
Click the Add MRCP ASR Server hyperlink on the MRCP ASR Server summary page to access the MRCP ASR Server configuration web page. Related Topic Provisioning MRCP ASR Servers, page 3-24 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 15-21...
Page 380: Mrcp Asr Dialog Group Configuration
Provisioning MRCP ASR Groups, page 3-26 The MRCP TTS Menu Option The Cisco CRS system uses the MRCP (Text-to-Speech) subsystem to convert plain text (UNICODE) into spoken words in order to provide a user with information or to prompt a user to respond to an action.
Page 381: Mrcp Tts Provider Configuration
To reload all configured MRCP TTS Provider information, click Refresh All. Add a New MRCP TTS Provider To access the MRCP TTS Provider Configuration page, click the Add MRCP TTS Provider hyperlink. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 15-23...
Page 382: Mrcp Tts Server Configuration
On any MRCP TTS Configuration web page, click the MRCP TTS Default Genders hyperlink on the navigation bar to access the MRCP TTS Default Genders Configuration summary web page. The Locale radio button has the Male, Female, or Neutral options. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 15-24...
Page 383: Chapter 16 The Tools Menu
C H A P T E R The Tools Menu The Tools menu of the Cisco CRS Administration web interface provides access to system tools you can use to perform a variety of administrative tasks. The Tools menu contains the following menu options: Alarm Definition—to use the alarm catalog to find information about an...
Page 384: The Alarm Definition Menu Option
The Alarm Definition Menu Option The Alarm Definition Menu Option The Cisco CRS Engine maintains a list of alarm catalogs, each of which contains a list of alarms and alarm definitions. Each alarm definition includes the alarm name, a description, an explanation, suggested actions, and related information.
Page 385: The Real-Time Reporting Menu Option
For more information, see Cisco Customer Response Solutions Historical Reports User Guide. Note If you will use Cisco Historical Reporting, the Cisco CRS Historical Reports client system must be same version as the CRS system. The Real-time Reporting Menu Option The Real-time Reporting tool is a Java applet that you can use to generate a variety of reports that provide detailed information about the status of your CRS system.
Page 386 Host Name or IP address of the Server running the Wallboard software pointing to the HDS Database Server which contains the Wallboard Real-time Snapshot data Administrator User ID Unique identifier representing an administrator-level user of the Database Server. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 16-4...
Page 387 CRS. Note For details about the information written to the RtCSQsSummary and RtUnified CCXStatistics database tables, see the Cisco Customer Response Solutions Database Schema. The wallboard software must be installed on a separate machine or desktop, not on the CRS server.
Page 388: The Historical Reporting Menu Option
If the test is unsuccessful, return to the configuration sequence and fix any errors. The Historical Reporting Menu Option The Cisco CRS Historical Reporting subsystem provides you with a way to set up and manage the purging of the Historical Reporting databases.
Page 389: The Database Server Configuration Hyperlink
The Tools Menu The Historical Reporting Menu Option For additional information on Historical Reporting, refer to the Note Cisco Customer Response Solutions Historical Reports User Guide. The Historical Reporting Configuration navigation bar contains the following hyperlinks: • Database Server Configuration—to specify the maximum number of client...
Page 390: The Purge Schedule Hyperlink
To access the Purge Schedule Configuration area, click the Purge Schedule Configuration hyperlink on the navigation bar of the Historical Reporting Configuration web page. Related Topic Configuring Purge Schedule Configuration Parameters, page 10-8 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 16-8...
Page 391: The Purge Now Hyperlink
To access the User Management web page to assign administrative privileges to administrators and supervisors, select Tools > User Management from the CRS Administration menu bar. Related Topics • Configuring and Using Remote Monitoring, page 4-35 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 16-9...
Page 392: The Unified Cm Ldap Configuration
Unified CM users are located. Unified CM profile is located (this points to Unified CM Devices, Profile and • System Profile). Note For examples of the different Directory trees, see the Cisco CRS Installation Guide. Related Topics • Adding LDAP Server Information, page 8-21 Configuring and Using Remote Monitoring, page 4-35 •...
Page 393 Name Grammar Generation Configuration web page also contains the Generate Name Grammar Now hyperlink, which triggers the Name Grammar Generator. Note Clicking this link will not apply changes to the scheduling configuration; you must click Update to apply scheduling changes. Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 16-11...
Page 394: The Spoken Name Upload Menu Option
To access the Troubleshooting Tips web page, select Tools > Troubleshooting Tips from the CRS Administration menu bar. The Troubleshooting Tips web page also contains a hyperlink to the Cisco Unified Communications Technical Tips Website. The table below shows the fields in the Troubleshooting Tips web page.
Page 395: The Help Menu
C H A P T E R The Help Menu The Help Menu of the Cisco Customer Response Solutions (CRS) Administration web interface provides access to online help for the Cisco CRS system. Use the Help menu to access configuration procedures and descriptions of CRS components.
Page 396: The Contents And Index Option
Using Help Opens a file explaining how to use the online help files. Glossary Opens a glossary of definitions for terms used in the Cisco CRS Administrator Guide. View PDF Opens a PDF version of the Cisco CRS Administrator Guide.
Page 397: The For This Page Menu Option
The CRS Documenation Link Option To access the complete CRS documentation set for Cisco Unified CCX, Unified IP IVR, and Unified QM, choose Help > CRS Documenation on Cisco.com from the CRS Administration menu bar. A new browser window opens to display the the following documentation index page: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_suppo...
Page 398 Chapter 17 The Help Menu The About Menu Option Cisco Customer Response Solutions Administration Guide, Release 4.1(1) 17-4...
Page 399: Cisco Crs Licensing Packages
C H A P T E R Cisco CRS Licensing Packages This appendix describes the features that are available with each Cisco CRS license package. It includes the following sections: • Application Availability by License Package, page A-2 Trigger Availability by License Package, page A-2 •...
Page 400: Application Availability By License Package
The table that follows lists the subsystems available with each license package. Unified Unified CCX Unified CCX Unified CCX Subsystem Unified QM IP IVR Standard Enhanced Premium CMT Subsystem Core RTR Subsystem Database Subsystem Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 401 Subsystem Unified QM IP IVR Standard Enhanced Premium eMail Subsystem Enterprise Server Data Subsystem HTTP Subsystem JTAPI Subsystem MRCP ASR Subsystem MRCP TTS Subsystem RmCM Subsystem Voice Browser Subsystem VoIP Monitor Subsystem Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 402: Historical Report Availability By License Package
CRS Cluster View Daemon CRS Administration CRS Engine Cisco Desktop Call/Chat Service Cisco Desktop Enterprise Service Cisco Desktop IP Phone Agent Service Cisco Desktop LDAP Monitor Service Cisco Desktop License and Resource Manager Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 403 CRS SQL Server - Agent CRS SQL Server - Config CRS SQL Server - Historical CRS SQL Server - Repository 1. Available upon installation, before license package is activated. 2. Distributed Transaction Coordinator (DTC) Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 404: Crs Component Availability By License Package
Enhanced Premium CRS Node Manager CRS Engine CRS Repository Datastore CRS Historical Datastore CRS Configuration Datastore CRS Agent Datastore CRS Recording CRS Monitoring 1. Available upon installation, before license package is activated. Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 405 CRS cluster when administrative changes are made. Alarm Signals that declare the run-time status and state of the Cisco CRS system and provide information for troubleshooting. Alarms can be forwarded to a Syslog server, to an SNMP trap subagent, or to a Windows Event Log.
Page 406 Applications should be distinguished from system programs, which control the computer and run applications, and utilities, which are small assistance programs. In Cisco CRS, an application represents a configured combination of one or more triggers, a script, and the values for any parameter in that script.
Page 407 LANs, Frame Relay, and ATM media. Cisco AVVID Alarm Service A Windows service automatically installed as part of Cisco CRS installation that receives alarms about system events from the Cisco CRS Engine and its subsystems. These alarms are defined in XML format in files called catalogs, which are set up as part of the Cisco CRS installation process.
Page 408 One Unified CM can support multiple Cisco CRS engines, but the Cisco CRS engines bind to only one Unified CM.
Page 409 An LDAP Organizational Unit that contains a set of LDAP entries that include data relating to the Cisco CRS servers, components, and licenses installed in a cluster. A cluster profile allows the use of the same LDAP entries for multiple servers.
Page 410 A virtual device that can receive multiple simultaneous calls for the purpose of application-controlled redirection. Customizer A window used to configure the properties of a step in the Cisco CRS Editor. Datastores See CRS Datastores Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 411 A script that gracefully terminates a call in the event of an error in the main script. Deployment scenario A set of Cisco CRS features and options on a server or servers. Directory profile The directory profile describes the directory structure. It contains the directory host name or IP address, directory port number, directory user (DN), directory password, base context, server type, and configuration profile name.
Page 412 To convert a file from the format of one application to the format of another application, or to move data out of one file and import it into another file. Expression A formula, evaluated when a Cisco CRS script executes, to determine the value of a variable. Field (also database field) An item in a database record.
Page 413 Unified ICME solution. Unified IP IVR Cisco Unified IP IVR (Unified IP IVR). A systems that provides information as recorded messages over telephone lines in response to user input in the form of spoken words or, more commonly, DTMF signaling.
Page 414 Microsystems. developed by Sun JTAPI call control groups A pooled series of CTI ports that the Cisco CRS system uses to serve calls as they arrive at the Cisco CRS server. LDAP Lightweight Directory Access Protocol. An online directory service protocol defined by the Internet Engineering Task Force (IETF).
Page 415 Only one service of a given type can be the master within the CRS Engine component. You cannot configure the master service. Media Convergence Server. A turnkey server platform for Cisco AVVID. Media Termination See CMT.
Page 416 Node A computer that is linked to other computers in a network of computers. Palette A grouping of steps in the Cisco CRS Editor. Pane A part of a window that is devoted to a specific function. Peripheral Interface Manager. The Cisco proprietary interface between a peripheral device and the Peripheral Gateway.
Page 417 Publisher The source of data across all servers in the Cisco CRS cluster. The Publisher is the main CRS database. It includes configuration as well as call-flow data. All data is written to this database, with the subscriber database(s) getting the data from the publisher and synchronizing that data with the publisher data.
Page 418 CRS Historical Reports client computer Script A sequence of steps constructed in the Cisco CRS Editor. Scripts are sometimes also called “flows,” “call flows” or “work flows” since scripts control the flow of a call.
Page 419 Simple Network Management Protocol agent. Hardware or software that monitors devices on a network. Data from an SNMP agent, which is contained in a MIB, helps in network management and troubleshooting. GL-15 Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Page 420 The server that takes over for the active server in what is called a failover when (or if) the active server becomes unavailable. Cisco CRS lets you deploy up to two standby servers for high availability. With high availability, if an active server becomes unavailable, the standby server immediately and automatically becomes the active server.
Page 421 Extensible modular development environment that performs a particular function. Syslog enterprise A Cisco standard that allows for logging of errors across an . Provides local logging of network events to files. Also provides remote logging to various systems via standard protocols.
Page 422 Glossary TTS Client A component of TTS that must reside on the Cisco CRS server. TTS Server A dedicated server that converts text into speech and plays it back to the caller. Variable A placeholder for data. VXML (also VoiceXML) Voice Extensible Markup Language.
Page 423 3-23 Application Archive (AAR) files 7-18 automatic failover 8-2, 8-6 application management 14-2 Application menu Application Management 14-2 Applications busy application by package license about applications provisioning configuration overview 1-13 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) IN-1...
Page 424 Cisco Unified Communications components Applications Cisco CRS Admnistration web interface Cisco Media Cisco CRS Editor Core Reporting Cisco CRS Server Database Cisco IP Agent and Supervisor desktops eMail Cisco Unified CallManager Enterprise Server Cisco Customer Response Solutions Administration Guide, Release 4.1(1) IN-2...
Page 425 8-46 overview Unified CM IP Address, updating 8-48 Core Reporting subsystem, about Unified CM LDAP Information, CPU utilization updating 8-48 and VRU scripts 6-25 CRS Supervisor web interface 12-2 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) IN-3...
Page 426 5-12 failover configuring 5-12 and call processing defining OBDS datasource 5-13 automatic supported Enterprise Databases 5-13 specifying backup servers 8-24 Datasource, adding 15-17 failover support Datasource Usage report 11-19 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) IN-4...
Page 427 15-3 historical reporting database trigger information 3-13 configuring daily purge schedule 10-7 Triggers 15-5 configuring database server JTAPI call control groups 10-3 importing data files about 10-12 purge configuration 10-8 provisioning Cisco Customer Response Solutions Administration Guide, Release 4.1(1) IN-5...
Page 428 3-19 trigger availability Linear resource selection 4-30 log file, automatic purging activities 10-7 LDAP Logging Alarms 9-11 CRS Bootstrap 8-46 Logging Traces LDAP information Logout (System menu) 8-37, 13-11 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) IN-6...
Page 429 CRSAdministrator 8-41 MRCP Text-to-Speech server, about CRSHistRrptUsr 8-43 MRCP TTS plug-ins 16-2 provisioning 3-28 Point system for provisioning channels MRCP TTS Provider Configuration 15-23 product licenses MRCP TTS Server Configuration 15-24 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) IN-7...
Page 430 11-18 parameters 10-8 setting appearance 11-7 PurgeProcess.log 10-7 setting options 11-6 purging viewing subreports 11-4 automatic 10-6 relect master server 8-15 manual 10-8 Remote Monitoring application purging, manually 10-10 about 6-16 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) IN-8...
Page 431 Least Skilled by Weight 4-28 script repository Linear 4-30 scripts Longest Available 4-28, 4-30 about 6-24 Most Handled Contacts 4-28, 4-30 deleting 6-33 Most Skilled 4-28 refreshing 6-29 Most Skilled by Order 4-28 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) IN-9...
Page 432 JTAPI 15-2 removing from individual agents 4-22 JTAPI Call Group Configuration 15-4 snapshot agent JTAPI Provider Configuration 15-3 publisher JTAPI Triggers Configuration 15-5 spoken name prompt MRCP ASR 15-19 adding 7-15 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) IN-10...
Page 433 Systems Parameters (System menu) Refresh Connections 8-32 11-24 Report 11-8 Reset All Stats 11-24 Resource Unified CCX Stats 11-23 team Sessions 11-18 configuring 4-39 Tools 11-24 creating a team 4-41 Troubleshooting Tips 16-12 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) IN-11...
Page 434 Unified ICME Unified CCX information about 1-5, 4-2 configuring Unified ICME VRU scripts assigning extensions Unified ICME translation-routing application configuring agents on Unified CM 4-18 about 6-13 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) IN-12...
Page 435 1-4, 1-9 Unified Queue Manager, about uploading scripts 6-25 users configuring in Unified CM voice gateways VRU scripts uploading time 6-25 VXML applications Default TTS provider 3-33 zip files, uploading 7-10 Cisco Customer Response Solutions Administration Guide, Release 4.1(1) IN-13...
Page 436 Index Cisco Customer Response Solutions Administration Guide, Release 4.1(1) IN-14...

This manual is also suitable for:

Crs release 4.1(1)

Cisco CRS-1 - Carrier Routing System Router Administration Manual

CHAPTER 2 Introducing the CRS Administration Web Interface

Cisco Customer Response Solutions: Configuration

CHAPTER 3 Provisioning Telephony and Media

CHAPTER 4 Provisioning Cisco Unified CCX

CHAPTER 5 Provisioning Additional Subsystems

CHAPTER 6 Configuring Cisco Applications

CHAPTER 7 Managing Prompts, Grammars, Documents, and Custom Files

CHAPTER 8 Managing the Cisco CRS System

CRS Log Collection Tool

Chapter 9 Managing the Cisco CRS Datastores

CHAPTER 10 Managing Cisco CRS Historical Reporting

CHAPTER 11 Reporting on Real-Time CRS Data

Chapter 12 Using the Cisco CRS Supervisor and Cisco CRS User Options Plug-Ins

Cisco Customer Response Solutions: Reference

CHAPTER 13 The System Menu

Quick Links

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