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

Cisco Customer Response Solutions Administration Guide, Release 4.1(1)

CONTENTS

Preface xix

Audience xx

Organization xx

Related Documentation xxiii

Conventions xxiii

Obtaining Documentation xxv

Cisco.com xxv

Product Documentation DVD xxv

Ordering Documentation xxvi

Documentation Feedback xxvi

Cisco Product Security Overview xxvi

Reporting Security Problems in Cisco Products xxvii

Product Alerts and Field Notices xxviii

Obtaining Technical Assistance xxviii

Cisco Support Website xxviii

Submitting a Service Request xxix

Definitions of Service Request Severity xxx

Obtaining Additional Publications and Information xxxi

PART

1 Cisco Customer Response Solutions: Overview

CHAPTER

1 Introducing Cisco Customer Response Solutions 1-1

About the Cisco Unified Communications Components 1-2

The Cisco CRS Product Family 1-3

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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