Cisco CRS-1 - Carrier Routing System Router User Manual

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Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Chapter 3 Provisioning Telephony and Media
About CRS Telephony and Media
Provisioning Channels to Handle Calls
CRS needs two types of channels to process calls:
• A call control channel, which is provisioned through the JTAPI subsystem
and corresponds to CTI port resources in the Call Manager.
• A media channel, which is provisioned through either the CMT subsystem or
the MRCP subsystem and corresponds to the kernel resources for handling
the media voice path with the caller.
Note MRCP channels also correspond to additional resources on the MRCP
server for performing speech recognition.
CRS needs access to a channel of each type in order to successfully process a call.
However, the capabilities of the two channel types are not identical.
For example, consider a CRS system provisioned with a single JTAPI call control
channel (that is, a CTI port) and a single CMT channel. The system can handle
one call at a time; when that call terminates, the system must reinitialize the
channel resources before it can accept another call.
However, the time each channel takes to reinitialize is not equal—CMT channels
take more time to reinitialize then CTI ports. For example:
• The JTAPI call control channel may take approximately 1 millisecond to
reinitialize
• The CMT channel may take approximately 200 milliseconds to reinitialize.
This example implies that the system will not be able to accept a new incoming
call for 200 milliseconds after the first call terminates; although the JTAPI
channel is available after one millisecond, the CMT channel is not and CRS needs
both channels to process a call.
Such a delay can become an issue when a CRS system is experiencing a high load
condition or needs to handle a burst of incoming calls. Consequently, CMT
channels require a higher channel count provisioning.
Tip 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 CRS-1 - Carrier Routing System Router Specifications

General

Model	CRS-1
Product Series	Carrier Routing System
Category	Network Router
Architecture	Distributed
Maximum Capacity	92 Tbps
Operating System	Cisco IOS XR
Weight	Varies by configuration
Product Type	Router
Slots	8
Routing Protocols	BGP, IS-IS, OSPF, EIGRP, MPLS
Interface Types	Ethernet, POS, ATM
Throughput	Up to 400 Gbps
Redundancy	Yes, with redundant route processors, fabric cards, and power supplies
Management	CLI, SNMP, XML
Power Supply	AC or DC
Dimensions	Varies by configuration (multi-chassis system)
Interfaces/Ports	Varies by module

Summary

CHAPTER 1 Introducing Cisco Customer Response Solutions

Setting Up Cisco CRS

Details the initial tasks of provisioning and configuring the Cisco CRS system after installation.

CHAPTER 2 Introducing the CRS Administration Web Interface

Accessing the CRS Administration Web Interface

Guides users on how to connect to and access the CRS Administration web interface for system management.

CHAPTER 3 Provisioning Telephony and Media

Provisioning the JTAPI Subsystem

Details the configuration steps for the JTAPI subsystem to handle IP telephony requests.

CHAPTER 4 Provisioning Cisco Unified CCX

Configuring Unified CM for Unified CCX

Outlines the steps to enable Unified CCX communication with Unified CM by assigning extensions.

Configuring Agents

Guides on defining Unified CM users as agents and assigning resource groups and skills.

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

High Availability and Automatic Failover

Explains how Cisco CRS provides high availability and automatic failover using active and standby servers.

Managing the Control Center

Covers tasks related to managing the Control Center, including server status and component activation.

Managing CRS LDAP Server Information

Details how to configure and manage LDAP server information for storing CRS configuration data.

CHAPTER 9 Managing the Cisco CRS Datastores

CHAPTER 10 Managing Cisco CRS Historical Reporting

Historical Reporting Configuration

Outlines the tasks for setting up CRS for historical reporting, including database limits and user specification.

CHAPTER 11 Reporting on Real-Time CRS Data

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

CHAPTER 13 The System Menu

CHAPTER 14 The Applications Menu

CHAPTER 15 The Subsystems Menu

Skills Configuration

Guides on creating, modifying, and assigning skills to agents, available for Enhanced/Premium licenses.

CSQ Configuration

Details how to configure Contact Service Queues (CSQs) for call routing and agent distribution.

CHAPTER 16 The Tools Menu

The Real-time Reporting Menu Option

Provides a tool to generate reports for monitoring the status of the CRS system in real-time.

The Historical Reporting Menu Option

Covers tasks for managing historical reporting, including database configuration and data purging.

The User Management Menu Option

Allows assigning access levels to CRS system administrators and supervisors.