Cisco CRS-1 - Carrier Routing System Router User Manual

Chapter 1 Introducing Cisco Customer Response Solutions
About CRS Cluster Architecture
1-6
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Unified QM
Cisco Unified Queue Manager (Unified QM) is an IP-based call treatment and
routing solution that provides powerful call-treatment options as part of the Cisco
Unified ICME solution, which is a high-end contact center solution capable of
distributing calls to multiple sites and performing powerful pre- and post-routing
functions.
You can use Unified QM to allow callers to select routing options, and to provide
callers with easy access to multiple agent skill groups, extensions, or
announcements, either before or after routing.
Unified QM call-treatment messages can be static, prerecorded announcements or
dynamic announcements tailored to specific caller interests. Unified QM can
provide dynamic content to queued callers, delivering unique messages tailored
to each caller’s needs, the route selected, the caller’s place in the queue, or other
associated values.
Unified ICME direct calls to other systems such as interactive Voice Response
Units (VRUs) and ACD systems.
You use the Unified ICME VRU interface included with Unified QM to configure
the 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.
Note Only customers who use both Unified CCX and Unified ICME can use the VRU
interface.
About CRS Cluster Architecture
The Cisco CRS cluster consists of one or more servers (nodes) that are running
Cisco CRS components in your Cisco CRS deployment.
If you deploy Cisco CRS components on a single server, the Cisco CRS cluster
(often referred to as cluster in this manual) consists of that server. If you deploy
Cisco CRS on multiple servers, the cluster includes the Cisco CRS server,
expansion servers, and standby servers on which you installed Cisco CRS. The

Cisco CRS-1 - Carrier Routing System Router Specifications

General

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