Name: Cisco CRS-1 - Carrier Routing System Router
Brand: Cisco
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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

Default Chapter4
- Table of Contents4
- Related Documentation23
- Obtaining Documentation25
- Cisco Product Security Overview26
- Documentation Feedback26
- Ordering Documentation26
- Obtaining Technical Assistance28
- Submitting a Service Request29
- Definitions of Service Request Severity30
- Obtaining Additional Publications and Information31
- Unified IP IVR38
- Unified CCX39
- Unified QM40
- About CRS Cluster Architecture40
  - About the CRS Active Server41
- About the Cisco CRS Engine42
- Setting up Cisco CRS44
- Running and Managing Cisco CRS49
- Where to Go from here50
CHAPTER 2 Introducing the CRS Administration Web Interface51
- Accessing the CRS Administration Web Interface52
- The CRS Administration Menu Bar and Menus53
- CRS Configuration Web Pages54
  - Using the Navigation Bar55
  - Using Other Hyperlinks and Buttons55
Cisco Customer Response Solutions: Configuration57
CHAPTER 3 Provisioning Telephony and Media59
- About CRS Telephony and Media60
  - Provisioning Channels to Handle Calls61
  - Telephony and Media Resources Provisioning Checklist62
- Provisioning the JTAPI Subsystem62
- Updating the JTAPI Client77
- Provisioning the Cisco Media Subsystem78
- Provisioning ASR and TTS in Cisco CRS80
CHAPTER 4 Provisioning Cisco Unified CCX93
- About Unified CCX94
  - Unified CCX Subsystem Provisioning Checklist96
- Configuring the RM JTAPI Provider97
  - Provisioning the RM JTAPI Provider97
  - Associating Agent Extensions with the RM JTAPI Provider98
- Configuring Unified CM for Unified CCX99
  - Displaying Unified CM Cluster Nodes in Unified CCX99
- Invoking Unified CM Administration100
- Defining Unified CM Users as Agents101
  - Guidelines for Configuring Agent Phones101
  - Assigning Unified CM Users as Unified CCX Agents101
- Creating, Modifying, and Deleting Resource Groups104
- Creating, Modifying, and Deleting Skills107
- Configuring Agents109
- Creating, Modifying, and Deleting Csqs116
- Configuring and Using Remote Monitoring127
  - Creating a Remote Monitoring Supervisor128
  - Assigning Resources and Csqs to a Supervisor129
- Configuring Agent-Based Routing130
- Creating, Modifying, and Deleting Teams131
CHAPTER 5 Provisioning Additional Subsystems138
- About Additional Subsystems138
- Provisioning the Unified ICME Subsystem139
- Provisioning the HTTP Subsystem144
  - Configuring HTTP Triggers145
  - Changing Port Numbers146
- Provisioning the Database Subsystem148
- Provisioning the Email Subsystem152
CHAPTER 6 Configuring Cisco Applications156
- About CRS Applications156
- Adding Application Triggers171
  - Adding a JTAPI Trigger172
    - Adding JTAPI Triggers from the JTAPI Subsystem173
  - Adding an HTTP Trigger174
    - Adding HTTP Triggers from an Application Web Page175
    - Adding HTTP Triggers from the HTTP Subsystem175
- Managing Scripts178
CHAPTER 7 Managing Prompts, Grammars, Documents, and Custom Files190
- Managing Prompt Files190
- Managing Grammar Files191
- Managing Document Files192
- Managing Document Files194
- Managing Languages195
- Recording and Uploading Prompt Files199
  - Recording a Prompt201
  - Add Spoken Name Prompts203
- Managing Custom Files203
- Managing AAR Files206
CHAPTER 8 Managing the Cisco CRS System221
- Control Center Terminology222
- About Control Center Management223
- High Availability and Automatic Failover226
  - Network Partitions227
- Managing the Control Center227
- Disabling a Server233
- Starting, Stopping, and Restarting Cisco CRS Services234
- Reelect Master235
- Server Traces236
- Server Details237
- Managing the Cisco CRS Engine238
  - Monitoring Service Status238
  - Controlling the Auto Refresh Interval239
- Managing CRS LDAP Server Information240
- Managing System Parameters252
- Exiting the CRS Administration257
- Tracing Configuration257
- CRS Log Collection Tool258
  - Cisco CRS Utilities258
Chapter 9 Managing the Cisco CRS Datastores275
- About the CRS Datastore275
  - Inactive Retention Period277
- The CRS Datastore Control Center278
  - Datastore Control Center279
- The Publisher Activation Page281
- Changing Publisher to Subscriber282
- Configuring Trace Settings282
  - Trace Settings and Unified CM Performance284
- Starting, Stopping, and Restarting Datastores284
- Configuring Alarm Settings285
CHAPTER 10 Managing Cisco CRS Historical Reporting288
- About the CRS Historical Datastore288
- Historical Reporting Configuration288
  - Configuring Database Server Limits289
  - Specifying Users for Historical Reporting290
- Purging Historical Data291
- Purging Manually296
- Truncating Database Transaction Log Files297
- Importing Historical Data from Data Files298
CHAPTER 11 Reporting on Real-Time CRS Data302
- Available CRS Real-Time Reports302
- Opening Real-Time Reporting303
- Running Reports304
- Viewing Detailed Subreports304
- Printing Reports305
- Resetting Report Statistics305
- Setting Report Options306
- Setting Report Appearance307
- The Application Reporting User Interface307
  - The Report Menu307
Chapter 12 Using the Cisco CRS Supervisor and Cisco CRS User Options Plug-Ins329
- Using the CRS Supervisor Web Interface330
- Using the CRS User Options Web Interface332
Cisco Customer Response Solutions: Reference337
CHAPTER 13 The System Menu339
- The LDAP Information Menu Option340
- The Control Center Menu Option341
- Control Center/Servers341
- Servers/Display Licenses342
- Servers/Add License(S)342
- Control Center/Features342
- Control Center/Features/Component Activation342
- The Datastore Control Center Menu Option343
- The System Parameters Menu Option343
- The Custom File Configuration Menu Option344
  - Custom Classes/Steps/Subsystems Configuration344
  - List of Custom Steps/Subsystems Start up Order345
- The Alarm Configuration Menu Option346
- The Tracing Menu Option347
- The Logout Menu Option349
CHAPTER 14 The Applications Menu351
- The Application Management Menu Option352
- The Script Management Menu Option353
- Prompt Management354
- Grammar Management355
- Document Management357
- AAR Management358
CHAPTER 15 The Subsystems Menu359
- The JTAPI Menu Option360
- The Rmcm Menu Option364
- The Unified ICME Menu Option372
  - Unified ICME Configuration373
  - Adding an Unified ICME VRU Script373
    - Add a New Unified ICME VRU Script374
- The Database Menu Option374
  - Database Subsystem Configuration374
  - Adding a New Data Source375
- The HTTP Menu Option375
  - HTTP Configuration375
  - Add a New HTTP Trigger376
- The Email Menu Option376
  - Email Configuration376
- The Cisco Media Menu Option377
  - Add a New CMT Dialog Control Group Hyperlink377
- The MRCP ASR Menu Option377
- The MRCP TTS Menu Option380
  - MRCP TTS Provider Configuration381
    - Add a New MRCP TTS Provider381
  - MRCP TTS Server Configuration382
    - Add a New MRCP TTS Server382
Chapter 16 The Tools Menu383
- The Alarm Definition Menu Option384
- The Plug-Ins Menu Option384
- The Real-Time Reporting Menu Option385
- The Real-Time Snapshot Config Menu Option385
- The Historical Reporting Menu Option388
CHAPTER 17 The Help Menu395
- The Contents and Index Option396
- The for this Page Menu Option397
- The CRS Documenation Link Option397
- The about Menu Option397
Cisco CRS Licensing Packages399
APPENDIX A Cisco CRS Licensing Packages400
- Application Availability by License Package400
- Trigger Availability by License Package400
- Subsystem Availability by License Package400
- Historical Report Availability by License Package402
- CRS Services Availability by License Package402
- CRS Component Availability by License Package404

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Brand	Cisco
Model	CRS-1 - Carrier Routing System Router
Category	Network Router
Language	English