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

C O N T E N T S

Preface

xix

Audience

Organization

Summary of Contents for CRS-1 - Carrier Routing System Router

Page 1: ... Jose CA 95134 1706 USA http www cisco com Tel 408 526 4000 800 553 NETS 6387 Fax 408 527 0883 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 ...

Page 2: ...ument are not intended to be actual addresses Any examples command display output and figures included in the document are shown for illustrative purposes only Any use of actual IP addresses in illustrative content is unintentional and coincidental Cisco Customer Response Solutions Administration Guide Release 4 1 1 Copyright 2007 Cisco Systems Inc All rights reserved CCVP the Cisco Logo and the C...

Page 3: ...ecurity 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 P A R T 1 Cisco Customer Response Solutions Overview C H A P T E R 1 Introducing Cisco...

Page 4: ...nfiguring Cisco CRS Applications 1 13 Available Applications 1 13 Managing Scripts Prompts Grammars and Documents 1 14 Configuring Cisco CRS Historical Reporting 1 14 Running and Managing Cisco CRS 1 15 Where To Go From Here 1 16 C H A P T E R 2 Introducing the CRS Administration Web Interface 2 1 Accessing the CRS Administration Web Interface 2 2 The CRS Administration Menu Bar and Menus 2 3 CRS ...

Page 5: ...TTS 3 22 Provisioning the MRCP ASR Subsystem 3 23 Provisioning MRCP ASR Providers 3 23 Provisioning MRCP ASR Servers 3 24 Provisioning MRCP ASR Groups 3 26 Provisioning the MRCP TTS Subsystem 3 28 Provisioning MRCP TTS Providers 3 29 Provisioning MRCP TTS Servers 3 30 Provisioning MRCP TTS Default Genders 3 32 Configure the Default TTS Provider for the CRS System 3 33 C H A P T E R 4 Provisioning ...

Page 6: ...l 4 16 Configuring Agents 4 17 Implications of Deleting Agents in Unified CM 4 18 Assigning a Resource Group and Skills to an Individual Agent 4 19 Assigning Resource Groups and Skills to Agents in Bulk 4 21 Removing Skills from Individual Agents 4 22 Removing Skills from Agents in Bulk 4 23 Creating Modifying and Deleting CSQs 4 24 Creating a CSQ 4 26 Modifying an Existing CSQ 4 31 Deleting a CSQ...

Page 7: ...ng the HTTP Subsystem 5 8 Configuring HTTP Triggers 5 9 Changing Port Numbers 5 10 Provisioning the Database Subsystem 5 12 Defining an ODBC Data Source 5 13 Adding a New Data Source 5 15 Provisioning the eMail Subsystem 5 16 C H A P T E R 6 Configuring Cisco Applications 6 1 About CRS Applications 6 2 Configuring Cisco Script Applications 6 3 Configuring the Busy Application 6 6 Configuring the R...

Page 8: ...ing Scripts 6 29 Individual Script Refresh 6 29 Bulk Script Refresh 6 30 Renaming a Script or Folder 6 32 Deleting a Script or Folder 6 33 Sample Scripts 6 34 C H A P T E R 7 Managing Prompts Grammars Documents and Custom Files 7 1 Managing Prompt Files 7 2 Managing Grammar Files 7 3 Managing Document Files 7 4 Managing Document Files 7 6 Managing Languages 7 7 Creating a New Language 7 8 Renaming...

Page 9: ...rectories 7 22 The Prompts Directory 7 22 The Grammars Directory 7 22 The Documents Directory 7 23 The Scripts Directory 7 23 AAR Manifest 7 23 Attribute Types 7 25 Main Attributes 7 25 Per Entry Attributes 7 27 The META INF Directory Attributes 7 28 C H A P T E R 8 Managing the Cisco CRS System 8 1 Control Center Terminology 8 2 About Control Center Management 8 3 High Availability and Automatic ...

Page 10: ...Information 8 26 Additional ND Information 8 26 Migrating LDAP Information 8 26 Requirements to Migrate LDAP Information 8 27 Additional References 8 28 Migrating to a Different LDAP Directory 8 29 Managing System Parameters 8 32 Exiting the CRS Administration 8 37 Tracing Configuration 8 37 CRS Log Collection Tool 8 38 Cisco CRS Utilities 8 38 CRS Admin Utility 8 39 Logging on to the Cisco CRS Ad...

Page 11: ...aging the Cisco CRS Datastores 9 1 About the CRS Datastore 9 1 Inactive Retention Period 9 3 The CRS Datastore Control Center 9 4 Datastore Control Center 9 5 The Publisher Activation Page 9 7 Changing Publisher to Subscriber 9 8 Configuring Trace Settings 9 8 Trace Settings and Unified CM Performance 9 10 Starting Stopping and Restarting Datastores 9 10 Configuring Alarm Settings 9 11 C H A P T E...

Page 12: ...eport Statistics 11 5 Setting Report Options 11 6 Setting Report Appearance 11 7 The Application Reporting User Interface 11 7 The Report Menu 11 8 The Contacts Summary Menu Option 11 8 The Application Tasks Summary Menu Option 11 10 The Application Tasks Menu Option 11 12 The Engine Tasks Menu Option 11 12 The Contacts Menu Option 11 13 The Applications Menu Option 11 17 The Sessions Menu Option ...

Page 13: ...Using the CRS Supervisor Web Interface 12 2 Accessing the Cisco CRS Supervision Web page 12 2 Monitoring Agents 12 2 Monitoring CSQs 12 3 Viewing CSQ IDs for Remote Monitoring 12 3 Installing Client Side Historical Reporting 12 4 Using the CRS User Options Web Interface 12 4 Accessing the Cisco CRS User Options Web page 12 4 Downloading Unified CCX Agent Desktop 12 5 Adding Alternative Pronunciati...

Page 14: ...tems Configuration 13 6 List of Custom Steps Subsystems Start Up Order 13 7 The Alarm Configuration Menu Option 13 8 The Tracing Menu Option 13 9 Trace File Configuration 13 10 Trace Configuration 13 10 Agent Historical Repository Trace Configuration 13 10 The Logout Menu Option 13 11 C H A P T E R 14 The Applications Menu 14 1 The Application Management Menu Option 14 2 The Script Management Menu...

Page 15: ...ce Group Configuration 15 9 Adding a New Resource Group 15 9 CSQ Configuration 15 10 Adding a CSQ 15 10 RM JTAPI Provider Configuration 15 11 Assign Skills Configuration 15 11 Adding Skills 15 12 Removing Skills 15 12 Remote Monitor Configuration 15 12 Assigning Resources and CSQs to a Remote Supervisor 15 13 Agent Based Routing Settings Configuration 15 13 Teams Configuration 15 13 The Add a New ...

Page 16: ...ASR Server Configuration 15 21 Add a New MRCP ASR Server 15 21 MRCP ASR Dialog Group Configuration 15 22 Add a New MRCP ASR Dialog Control Group 15 22 The MRCP TTS Menu Option 15 22 MRCP TTS Provider Configuration 15 23 Add a New MRCP TTS Provider 15 23 MRCP TTS Server Configuration 15 24 Add a New MRCP TTS Server 15 24 C H A P T E R 16 The Tools Menu 16 1 The Alarm Definition Menu Option 16 2 The...

Page 17: ...enu Option 16 12 The Troubleshooting Tips Menu Option 16 12 C H A P T E R 17 The Help Menu 17 1 The Contents and Index Option 17 2 The For This Page Menu Option 17 3 The CRS Documenation Link Option 17 3 The About Menu Option 17 3 A P P E N D I X A Cisco CRS Licensing Packages A 1 Application Availability by License Package A 2 Trigger Availability by License Package A 2 Subsystem Availability by ...

Page 18: ...Contents xviii Cisco Customer Response Solutions Administration Guide Release 4 1 1 ...

Page 19: ...ree systems that integrate with the Cisco CRS Platform Unified Contact Center Express Unified CCX Unified IP Interactive Voice Response Unified IP IVR Unified Queue Manager Unified QM This guide also includes a reference section that describes all the menus and menu options of the CRS Administration web interface This guide will help you to Perform initial configuration tasks Administer applicatio...

Page 20: ... divided into three parts Part 1 Cisco CRS Overview provides an overview of the Cisco CRS components and 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 Chapter Title Description Chapter 1 Int...

Page 21: ...elephony Application Programming Interface CMT Cisco Media Termination MRCP ASR Automated Speech Recognition and MRCP TTS Text To Speech subsystems Chapter 6 Provisioning Cisco Unified CCX Describes how to provision Cisco Unified CallManager Unified CM and the Unified CCX subsystem Chapter 7 Provisioning Additional Subsystems Describes how to provision the Cisco Intelligent Contact Management Ente...

Page 22: ...g reports and setting report options Chapter Title Description Chapter Title Description Chapter 12 The System Menu Describes the options under the System menu of the CRS Administration menu bar Chapter 13 The Applications Menu Describes the options under the Applications menu of the CRS Administration menu bar Chapter 14 The Subsystems Menu Describes the options under the Subsystems menu of the C...

Page 23: ...ries Volume 1 Getting Started with Scripts Cisco CRS Scripting and Development Series Volume 2 Editor Step Reference Cisco CRS Scripting and Development Series Volume 3 Expression Language Reference Cisco Unified Contact Center Gateway Express Deployment Guide Cisco CallManager Administration Guide Cisco CallManager System Guide These documents are available on Cisco com at http www cisco com en U...

Page 24: ...re similar skills For emphasis Example Do not use the numerical naming convention A syntax value that the user must replace Example IF condition true value false value A book title Example See the Cisco CRS Installation Guide window font Window font such as Courier is used for the following Text as it appears in code or that the window displays Example html title Cisco Systems Inc title html Angle...

Page 25: ...ages shtml Product Documentation DVD 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...

Page 26: ...nical 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 ml From this site you will find information about how to do the following Report ...

Page 27: ...nly security alert cisco com An emergency is either a condition in which a system is under active attack or a condition for which a severe and urgent security vulnerability should be reported All other conditions are considered nonemergencies For nonemergencies psirt cisco com In an emergency you can also reach PSIRT by telephone 1 877 228 7302 1 408 525 6532 Tip We encourage you to use Pretty Goo...

Page 28: ...d users can access the tool at this URL http tools cisco com Support PAT do ViewMyProfiles do local en To register as a Cisco com user go to this URL http tools cisco com RPF register register do Obtaining Technical Assistance Cisco Technical Support provides 24 hour a day award winning technical assistance The Cisco Support website on Cisco com features extensive online support resources In addit...

Page 29: ... number label location highlighted Locate the serial number label on your product and record the information before placing a service call Tip Displaying and Searching on Cisco com If you suspect that the browser is not refreshing a web page force the browser to update the web page by holding down the Ctrl key while pressing F5 To find technical information narrow your search to look in technical ...

Page 30: ... this URL http www cisco com techsupport contacts Definitions of Service Request Severity To ensure that all service requests are reported in a standard format Cisco has established severity definitions Severity 1 S1 An existing network is down or there is a critical impact to your business operations You and Cisco will commit all necessary resources around the clock to resolve the situation Sever...

Page 31: ... It is updated twice a year and includes the latest Cisco channel product offerings To order and find out more about the Cisco Product Quick Reference Guide go to this URL http www cisco com go guide Cisco Marketplace provides a variety of Cisco books reference guides documentation and logo merchandise Visit Cisco Marketplace the company store at this URL http www cisco com go marketplace Cisco Pr...

Page 32: ...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 Updated monthly this online publication is organized by product category to direct you quickly to the documentation for your products You can view the latest release of What s New in Cisco Documentation at this URL htt...

Page 33: ...P A R T 1 Cisco Customer Response Solutions Overview ...

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Page 35: ...of contact centers by simplifying business integration easing agent administration increasing agent flexibility and enhancing network hosting The following sections provide an overview of the configuration and management components of the Cisco CRS product family About the Cisco Unified Communications Components page 1 2 The Cisco CRS Product Family page 1 3 About CRS Cluster Architecture page 1 6...

Page 36: ...ates with Unified CM CRS Server Contains the CRS Engine that runs applications including Cisco script applications Unified CM user integration Cisco Unified Intelligent Contact Management Enterprise Unified ICME translation routing and post routing applications Busy applications Ring No Answer applications and VXML 2 0 applications You can position your Cisco CRS application server anywhere on the...

Page 37: ...press Unified CCX call statistics and that provides for recording and call monitoring for Unified CCX Enhanced Unified CCX Call Monitoring Servers Additional dedicated servers that provide for call monitoring Historical Reports Database Server Dedicated server that stores Cisco CRS database for the following datastores Configuration Datastore CDS Historical Datastore HDS Repository Datastore RDS a...

Page 38: ... calling sending e mail and processing VXML 2 0 commands The Unified IP IVR package provides the following features Unified CCX integration Unified IP IVR can be integrated with Cisco Unified Queue Manager Unified QM functionality to participate in the Unified CCX solution Open Database Connectivity ODBC support Unified IP IVR applications can access Microsoft Structured Query Language SQL servers...

Page 39: ...into resource groups or skills based partitions according to the types of calls each group can handle CSQ Application program that places incoming calls in a queue and distributes them to the appropriate set of agents as the agents become available Unified CCX Agent Desktop Application program that Unified CCX agents run on their desktop computers to log in to the system change Unified CCX state a...

Page 40: ...ds 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...

Page 41: ... component All CRS servers within the cluster are configured identically and installed with the same features One server is designated the active server About the CRS Active Server The CRS active server makes global decisions for the cluster and keeps track of calls in the CSQs agent states if Unified CCX is installed and generating historical detail records Note Only one server in the cluster can...

Page 42: ...cates with other nodes in the cluster Note For detailed information about CRS clusters see 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 t...

Page 43: ...connections between the CRS server and the enterprise database eMail Adds components to the CRS Engine that allows it to send e mail messages Enterprise Server Communicates data for screen pops to the Cisco Agent Desktop HTTP Adds components to the CRS Engine that allow it to respond to HTTP requests Unified ICME Manages the connection between the CRS server Unified ICME software Java Telephony Ap...

Page 44: ...isioning the Telephony and Media Subsystems page 1 10 Provisioning the Cisco CRS Subsystems page 1 11 Configuring Cisco CRS Applications page 1 13 Configuring Cisco CRS Historical Reporting page 1 14 Provisioning the Telephony and Media Subsystems The Cisco CRS telephony and media subsystems manage telephony and media resources and communicate with supporting telephony and media systems Depending ...

Page 45: ...erface and perform the following tasks Provisioning the Cisco CRS Subsystems page 1 11 Provision the Additional CRS Subsystems page 1 12 Provision the Unified CCX Subsystem If you have purchased any of the three versions of Unified CCX you will need to provision the Unified CCX subsystem Note If your CRS system does not include Unified CCX proceed directly to the Provision the Additional CRS Subsy...

Page 46: ...ability to send a call to a specific agent rather than to any agent available in a CSQ you need to configure Automatic Work and Wrapup Time settings Remote Monitoring If you want to associate agents and CSQs that will be monitored by remote supervisors you need to configure remote monitoring settings Teams If you want to create or associate teams with various agents CSQs and supervisors you need t...

Page 47: ...ons you can configure for Cisco CRS Script applications perform such functions as receiving calls playing back prompts receiving caller input transferring calls and queueing calls The Busy application simulates a busy signal The Ring No Answer application simulates a ring tone In addition if your CRS system is to be configured to interface with Unified IP IVR for Unifed ICME not with Unified CCX b...

Page 48: ...them available to the CRS system Install grammars A grammar is a specific set of all possible spoken phrases and or Dual Tone Multi Frequency DTMF digits to be recognized by CRS applications and acted upon during run time The CRS system uses specific grammars when recognizing and responding to caller response to prompts You must store these grammars in a directory to make them available to the CRS...

Page 49: ...dule and specify notification parameters Note For detailed instructions on how to configure the CRS historical reporting database see 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 data...

Page 50: ...ing Additional Subsystems See Chapter 6 Configuring Cisco Applications See Chapter 7 Managing Prompts Grammars Documents and Custom Files See Chapter 8 Managing the Cisco CRS System See Chapter 9 Managing the Cisco CRS Datastores See Chapter 10 Managing Cisco CRS Historical Reporting See Chapter 11 Reporting on Real Time CRS Data See Chapter 12 Using the Cisco CRS Supervisor and Cisco CRS User Opt...

Page 51: ...ich 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 The CRS Administration web interface allows you to configure and monitor overall system functions applications and subsystems access a wide variety of system tools and perform many other administrative task...

Page 52: ...erver in the cluster on which you have installed Cisco CRS choose Start Programs Cisco CRS Administrator Application Administrator From a web browser on any computer on your network enter the following URL http servername AppAdmin In this example replace servername with the host name or IP address of the required CRS server Note If you are using Microsoft Internet Explorer Version 7 0 verify that ...

Page 53: ...ns System Contains options for activating components changing configuration and repository information viewing the status of the CRS Engine and controlling CRS Engine activities changing system parameters custom file configuration changing alarm and tracing configuration and logging out of the CRS Administration web interface For a description of all System menu options see Chapter 13 The System M...

Page 54: ...figure alarm information on the Alarm Configuration web page In other cases the web page that first opens when you choose a submenu item leads to a series of web pages and areas of web pages For example the JTAPI Call Control Group Configuration web page contains both a navigation bar with hyperlinks that link to other web pages and a configuration area with hyperlinks that link to other web pages...

Page 55: ...ccess to a web page that you can use to add new information For example the JTAPI Call Control Group Configuration web page contains an Add a New JTAPI Call Control Group hyperlink When you click this hyperlink another area of the JTAPI Call Control Group Configuration web page opens You can use this area to add a new JTAPI Call Control Group In addition to the Add a New hyperlink many web pages c...

Page 56: ...Chapter 2 Introducing the CRS Administration Web Interface CRS Configuration Web Pages 2 6 Cisco Customer Response Solutions Administration Guide Release 4 1 1 ...

Page 57: ...P A R T 2 Cisco Customer Response Solutions Configuration ...

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Page 59: ... 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 Provisioning the JTAPI Subsystem page 3 4 Updating the JTAPI Client page 3 19 Provisioning the Cisco Media Subsystem page 3 20 Provisioning ASR and TTS in Cisco CRS page 3 22 ...

Page 60: ...other information to CRS applications MRCP Text To Speech MRCP TTS The TTS media resource enables CRS applications to play back documents to callers as speech Note Media resources are licensed and sold as Unified IP IVR ports Although you can provision more channels than you are licensed for licensing is enforced at run time If more channels are provisioned than licensed the system will not accept...

Page 61: ...nnel 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 tak...

Page 62: ...dle 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 Step Task For instructions see Step 1 Provision the JTAPI subsystem which controls the telephony res...

Page 63: ...Tip Once you complete the JTAPI configuration be sure to restore the value of AXL requests per Minute to the original required or default value Step Task For instructions see Step 1 Configure a JTAPI Provider 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 Configuring a JTAPI Provider ...

Page 64: ...ion If this setup applies to you be sure to delete preexisting JTAPI providers before creating new JTAPI providers For example if the JTAPI provider prefix is jtapi and you have a two server configuration node_id1 and node_id2 then you must delete both jtapi_ node_id1 and jtapi_ node_id2 If you do not verify and delete preexisting JTAPI providers the JTAPI subsystem issues an error and will not al...

Page 65: ...Prefix User prefix for the Unified CM User IDs to be created in Unified CM The syntax of the User ID is userprefix _ nodeid For example if you set this field to jtapi_user then the User ID for Node 1 will be jtapi_user_1 Note If JTAPI Provider has not been configure for instance as during a fresh installation then all fields on the JTAPI Provider page are empty The number of User IDs which will be...

Page 66: ...CRS Engine node cluster CRS will try to create jtapiuser_1 in the jtapi provider But if jtapiuser_1 already exists for some reason then CRS will return error saying that the JTAPI provider cannot be configured If you receive the JTAPI provider cannot be configured error verify if the user ID already exists with the _1 in the Unified CM If so delete that user ID in the Unified CM or use a different...

Page 67: ...not stored in the Unified CM LDAP the Unified CM login page appears Enter your Unified CM Login User ID and Password and click Logon The JTAPI Call Control Group Configuration web page opens Step 3 Use this web page to specify the following information Page Area Field Name Description Group Information Group ID Corresponds to the trunk group number reported to Cisco ICME when the CRS server is par...

Page 68: ... a Directory Number the phone display and the caller ID display on the dialed phone will contain characters other than digits To avoid this provide a value for Display Internal Caller ID Line Text Label and External Phone Number Mask Device Name Prefix The Device Name Prefix DNP used in the name that will be given all of the CTI Ports in this group The CTI ports for this port group will have the d...

Page 69: ... that are searched to determine how a redirected call should be routed Media Resource Group List A prioritized grouping of media resource groups An application chooses the required media resource such as a Music On Hold server from the available media resources according to the priority order that is defined in a Media Resource Group List If you choose none Cisco Unified CM uses the Media Resource...

Page 70: ...ce Audio source heard by the caller will when CRS performs a Consult Transfer when Unified CCX calls an agent Use this entry for the wav file for example wav file playing a ring back tone to be played to the caller during this Consult Transfer Call Pickup Group The number that can be dialed to answer calls to this directory number in the specified partition Display Use a maximum of 30 alphanumeric...

Page 71: ...CTI ports will be stored in the LDAP Step 5 Click Add The JTAPI Call Control Group Configuration summary web page opens The call control group you have just added appears in the Group ID column You are now ready to provision a JTAPI trigger Provisioning a JTAPI Trigger Note JTAPI triggers are configurable if your system has a license installed for one of the following product packages Unified QM U...

Page 72: ...ng steps Procedure Step 1 From the CRS Administration menu bar choose Subsystems JTAPI The JTAPI Configuration web page opens displaying the JTAP Call Control Group summary web page Note You can access the JTAPI Configuration web page only when the CRS Engine is running Step 2 On the JTAPI Configuration navigation bar click the JTAPI Triggers hyperlink The JTAPI Trigger Configuration summary web p...

Page 73: ...h the incoming call when the application is started Note To add a Language option click the Edit button The User Prompt dialog box opens Enter a locale string value and click OK The User Prompt dialog box closes and the name of the language opens in the Language field in the JTAPI Configuration web page Application Name Drop down menu choose the application to associate with the trigger Maximum Nu...

Page 74: ...For more information see Provisioning MRCP ASR Groups section on page 3 26 Secondary Dialog Group Drop down menu choose a back up dialog group to associate with the trigger if the primary dialog group does not have enough resources to provide for an incoming call on this trigger Note If the secondary dialog group is an MRCP Group please follow the guidelines described above for the Primary Dialog ...

Page 75: ...umber If you set the Forward All Calling Search Space field to 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 For ...

Page 76: ...s that are using this directory number Call Pickup Group The number dialed to answer calls to this directory number in the specified partition Display Use a maximum of 30 alphanumeric characters Typically use the user name or the directory number if using the directory number the person receiving the call may not see the proper identity of the caller Leave this field blank to have the system displ...

Page 77: ...more media groups for each application and you cannot share the same set of media groups across multiple applications Updating the JTAPI Client 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 Unifie...

Page 78: ...nt Update tool first uninstalls the existing JTAPI Client from the CRS server and then installs the new JTAPI Client The Finished Updating JTAPI window opens Step 7 Click Exit Step 8 Restart the CRS Engine for the update to take effect by doing the following a Choosing System Control Center from the CRS Administration menu bar The Control Center status page opens b Select CRS Engine from the lists...

Page 79: ...uttons on this page see The Cisco Media Menu Option in Chapter 15 The Subsystems Menu Step 2 Click the Add a New CMT Dialog Control Group hyperlink The CMT Dialog Group Configuration web page opens Step 3 Use this web page to specify the following Step 4 Click Add The CMT Dialog Group Configuration summary web page opens showing the new CMT dialog group You are now ready to provision MRCP ASR and ...

Page 80: ...TTS Subsystem section on page 3 28 Before You Provision ASR TTS It is the responsibility of the customer to perform the following tasks Order ASR TTS speech servers from one of the two Cisco supported vendors Nuance or Scansoft Speechworks Work with the ASR TTS vendor to size the solutions Provision install and configure the ASR TTS vendor software Before uploading a ASR TTS script to CRS Administ...

Page 81: ...server s name port location and available languages see Provisioning MRCP ASR Servers page 3 24 MRCP ASR Groups Information about the MRCP ASR dialog control groups and associated locales which enable CRS applications to use speech recognition see Provisioning MRCP ASR Groups page 3 26 Provisioning MRCP ASR Providers Use the MRCP ASR Provider Configuration web page to specify information about the...

Page 82: ...t page You are now ready to provision MRCP ASR Servers Provisioning MRCP ASR Servers Use the MRCP ASR Server Configuration web page to specify information about the speech server s name port location and available language Note You must have a MRCP ASR Provider defined before you can provision a MRCP ASR Server Field Name Description Provider Name Drop down list choose the MRCP ASR Providers suppo...

Page 83: ...ck the Add MRCP ASR Server hyperlink The MRCP ASR Server Configuration web page opens Step 4 Use this web page to specify the following Field Name Description Server Name Host name or IP address of the server the MRCP ASR server software is installed on Port Number TCP port number used to connect to the MRCP Server Valid options are ScanSoft Server 4900 Nuance Server 554 Provider Name Select the n...

Page 84: ... Group Also you should configure MRCP ASR Servers for the specific MRCP Provider before configuring the MRCP ASR Groups This allows users to configure languages for the groups based on the languages supported by the configured servers Procedure Step 1 From the CRS Administration menu bar choose Subsystem MRCP ASR The MRCP ASR Providers list web page opens displaying the MRCP Providers area Step 2 ...

Page 85: ...ider Licenses Display only Number of Licensed Unified IP IVR Ports Display only Maximum Number of sessions Maximum number of sessions associated with this dialog group Note You can assign any value for Maximum Number of Channels but restrictions are placed on the system when a call is made This restriction is imposed by the number of licensed Unified IP IVR ports on your system Caution Under heavy...

Page 86: ...tomer over telephone To provision the MRCP TTS subsystem you need to define the following MRCP TTS Providers Information about the vendor of your TTS system MRCP TTS Servers Information about the TTS server s name port location and available languages MRCP TTS Default Genders Information about the default gender setting for the Locales specified during TTS Server provisioning This section contains...

Page 87: ...iders Servers and Groups the corresponding Provider needs to be Refreshed for changes to take effect The CRS Engine does not need to be restarted However during a Refresh JTAPI triggers using affected groups will fall back to the dialog group that is configured and the MRCP Provider being refreshed will go OUT_OF_SERVICE until the reload is complete Procedure Step 1 From the CRS Administration men...

Page 88: ...Administration menu bar choose Subsystems MRCP TTS The MRCP TTS Providers List web page opens Step 2 Click the MRCP TTS Servers hyperlink The MRCP TTS Servers Configuration summary web page opens Field Name Description Provider Name Drop down list to choose the MRCP TTS Provider supported by Cisco CRS To change the Provider Name click Edit and modify the name of the provider When you edit a Provid...

Page 89: ... TTS Default Genders Field Name Description Server Name Host name or IP address of the server the MRCP TTS server software is installed on Port TCP port number used to connect to the MRCP Server The valid options are ScanSoft Server 4900 Nuance Server 554 Note The range is between 30000 and 32323 Provider Drop down list choose the name of the MRCP TTS provider associated with this server Locales L...

Page 90: ...Use the MRCP TTS Default Genders Configuration web page to configure the default gender settings per Locale per Provider TTS uses default genders when a prompt for a specific locale is used without specifying the gender Procedure Step 1 From the CRS Administration menu bar choose Subsystems MRCP TTS The MRCP TTS Configuration summary web page opens Step 2 Click the MRCP TTS Default Genders hyperli...

Page 91: ...ring TTS prompts if a TTS Provider is not configured in the TTS Prompt This usually happens in the case of VXML applications Step 1 Select System System Parameters Step 2 In the Default TTS Provider drop down list choose the provider you wish to be the system default Note If you are deploying an VXML applications and the only TTS functionality you need is to play pre recorded wav files select the ...

Page 92: ...Chapter 3 Provisioning Telephony and Media Provisioning ASR and TTS in Cisco CRS 3 34 Cisco Customer Response Solutions Administration Guide Release 4 1 1 ...

Page 93: ... provision it in the Cisco CRS system About Unified CCX page 4 2 Unified CCX Subsystem Provisioning Checklist page 4 4 Configuring the RM JTAPI Provider page 4 5 Configuring Unified CM for Unified CCX page 4 7 Creating Modifying and Deleting Resource Groups page 4 12 Creating Modifying and Deleting Skills page 4 15 Configuring Agents page 4 17 Creating Modifying and Deleting CSQs page 4 24 Configu...

Page 94: ... VoiceXML HTML web integration custom Java extensions and e Notification services Includes a Java license enabling custom Java extensions Note The Unified CCX Enhanced package and the Unified CCX Premium package are provisioned in the same way Two types of routing are available CSQ based routing CSQs are entities that route calls to your resources agents Each CSQ controls incoming calls and determ...

Page 95: ...ystem on determines how many agents and Unified IP IVR ports Unified CCX can accommodate However there are several general configuration rules that you should be aware of Each agent should not associate with more than 25 CSQs This is a configuration design guideline CRS Administration does not enforce the rule Each agent cannot associate with more than 50 skills CRS Administration enforces this ru...

Page 96: ...ame password combination when logging into the CRS Administrator Doing so may restrict the Unified CM when shared across multiple Cisco CRS servers Configuring Unified CM for Unified CCX section on page 4 7 Step 3 Creating resource groups Creating Modifying and Deleting Resource Groups section on page 4 12 Step 4 Creating skills if you are using Unified CCX Enhanced or Premium Creating Modifying a...

Page 97: ...e each agent s extension in the Unified CM to the Rm JTAPI provider This section contains the following topics Provisioning the RM JTAPI Provider page 4 5 Associating Agent Extensions with the RM JTAPI Provider page 4 6 Provisioning the RM JTAPI Provider To provision the RM JTAPI provider for the Unified CCX subsystem complete the following steps Procedure Step 1 From the CRS Administration menu b...

Page 98: ... successfully Please restart the engine in order for changes to take effect Associating Agent Extensions with the RM JTAPI Provider For every agent resource created in Unified CM make sure that the agent extension is also associated with the RM JTAPI Provider You do this from the Unified CM User Page for the RM JTAPI Provider In other words even though you create the RM JTAPI User in CRS Administr...

Page 99: ...the Unified CM limits agent IDs to 128 alphanumeric characters the Cisco CRS platform limits agent IDs to 31 alphanumeric characters Be sure to abide by the 31 character limit when configuring agents in Unified CM This section contains the following procedures Displaying Unified CM Cluster Nodes in Unified CCX page 4 7 Invoking Unified CM Administration page 4 8 Defining Unified CM Users as Agents...

Page 100: ...he Advanced button The Advanced TCP IP Settings window appears Step 5 Click the DNS tab and enter the appropriate DNS suffix in the DNS suffix for this connection field Step 6 Click OK or close in any open window 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 C...

Page 101: ...Administration web interface to configure users for Unified CCX Defining Unified CM Users as Agents Warning Do not configure Unified CM users using administrator ciscocisco as the user 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 d...

Page 102: ...Busy Trigger settings In the Call Forward and Call Pickup Settings section verify that you do not forward any Cisco Call Manager device to the Unified CCX extension of an agent In the Call Forward and Call Pickup Settings section verify that you do not configure the 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...

Page 103: ...ified CCX agents complete the following steps Procedure Step 1 Connect to the Unified CM Administration web interface For information about connecting to the Unified CM Administration web interface see Invoking Unified CM Administration page 4 8 The Unified CMAdministration web page appears Step 2 From the Unified CM Administration menu bar choose User Add a New User The Add a New User area of the...

Page 104: ...pecific User Information page for this user appears with the message that the update was successful Now that you have defined the agent in Unified CM you will need to configure agents in Cisco CRS see Configuring Agents page 4 17 Subsequent to that you will also need to configure resource groups see Creating a Resource Group page 4 12 and CSQs see Creating a CSQ page 4 26 Creating Modifying and De...

Page 105: ...ple Languages Step 5 Click Add The Resource Groups summary page opens displaying the resource group name in the Resource Group Name column Modifying an Existing Resource Group Name To modify a resource group name complete the following steps Procedure Step 1 From the CRS Administration menu bar choose Subsystems RmCm The Unified CCX Configuration web page opens displaying the RM JTAPI Provider are...

Page 106: ...rce group reassign agents or CSQs to different or new resource groups To delete a resource group complete the following steps Procedure Step 1 From the CRS Administration menu bar choose Subsystems RmCm The Unified CCX Configuration web page opens displaying the RM JTAPI Provider area Step 2 On the Unified CCX Configuration navigation bar click the Resource Groups hyperlink The Resource Groups sum...

Page 107: ... Skill page 4 16 Creating a Skill To create a skill complete the following steps Procedure Step 1 From the CRS Administration menu bar choose Subsystems RmCm The Unified CCX Configuration web page opens displaying the RM JTAPI Provider area Step 2 On the Unified CCXConfiguration navigation bar click the Skills hyperlink The Unified CCX Configuration Skills summary web page opens Step 3 Click the A...

Page 108: ...ng the RM JTAPI Provider area Step 2 On the Unified CCX Configuration navigation bar click the Skills hyperlink The Skills Configuration summary web page opens Step 3 In the Skill Name column click the skill that you want to modify The Skill Configuration web page opens Step 4 Modify the name of the skill in the Skill Name text field Step 5 Click Update to apply the modifications The Skills Config...

Page 109: ...inistrator ciscocisco as the user 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 These agents are also called resources After you create a resource gr...

Page 110: ...dated at the next interval You can update the Unified CCX information in the CRS Administration at any time by selecting Subsystems Unified CCX extension of an agent who is currently logged in the agent will continue to use the old extension until the agent logs off The agent must log off and then log back in to the Cisco Agent Desktop to get the new extension When Cisco CRS detects that the agent...

Page 111: ...ign a resource group and skills to an individual agent complete the following steps Procedure Step 1 From the CRS Administration menu bar choose Subsystems RmCm The Unified CCX Configuration web page opens displaying the RM JTAPI Provider area Step 2 On the Unified CCX Configuration navigation bar click the Resources hyperlink The Resources summary web page opens Note Only agents or supervisors wh...

Page 112: ...Ready or Work state answers a call the agent s state is subject to the Automatic Available setting See Creating a CSQ page 4 26 Assigned Skills Applies to Unified CCX Enhanced and Premium packages only Selecting one or more skills from the Unassigned Skills list and clicking to add the skills to the Assigned Skills List Remove skills by selecting one or more skills from the Assigned Skills List an...

Page 113: ... click the Assign Skills hyperlink The Assign Skills summary web page opens Note Only agents or supervisors who have assigned Unified CCXextensions are displayed in the list of resources in the Resources area For information on assigning Unified CCX extensions see Assigning Unified CM Users as Unified CCX Agents section on page 4 11 Step 3 In the Resource Name column check the check box next to ea...

Page 114: ... displaying the RM JTAPI Provider area Step 2 On the Unified CCX Configuration navigation bar click the Assign Skills hyperlink Field Name Description Resource Group Optional To assign all selected agents to the same resource group choose a resource group from the Resource Group drop down menu Assigned Skills Applies to Unified CCX Enhanced and Premium packages only Selecting one or more skills fr...

Page 115: ...CX Configuration web page opens and the agents are no longer assigned to the skills Removing Skills from Agents in Bulk Note If a resource is not assigned a skill you attempt to remove the resource is not updated However the system will still generate an Apply change to selected resource message To remove skills from agents in bulk complete the following steps Procedure Step 1 From the CRS Adminis...

Page 116: ...ue CSQ controls incoming calls by determining where an incoming call should be placed in the queue and to which agent the call is sent After you assign an agent to a resource group and or skills you need to configure the CSQs You assign agents to a CSQ by associating a resource group or skills to the CSQ Agents in the selected resource group or having the selected skills are assigned to the CSQ Sk...

Page 117: ...ta Sheets at http www cisco com en US products sw custcosw ps1846 prod_literature html Each agent can belong to up to 25 CSQs To ensure that agents are not assigned to more than 25 CSQs click the Resources hyperlink in the RmCm Configuration web page and select the Open Resources Summary Report hyperlink The report opens listing each agent and the number of CSQs to which the agent belongs If the a...

Page 118: ...enu bar choose Subsystems RmCm The Unified CCX Configuration web page opens displaying the RM JTAPI Provider area Step 2 On the Unified CCX Configuration navigation bar click the Contact Service Queues hyperlink The Contact Service Queues summary web page opens Step 3 Click the Add a new Contact Service Queue hyperlink Note If this link does not appear on the page it means that the system has reac...

Page 119: ...s CSQ after a call Options are Enabled button with seconds field The seconds field specifies the length of the workstate phase greater than 0 second but less than 7200 seconds Disabled No limit on how long the agent can stay in the workstate Resource Pool Selection Mode Drop down menu Select one of the following Resource Skills To create a skills based CSQ available only with Unified CCX Enhanced ...

Page 120: ...ls for each of their assigned skills that are also assigned to the CSQ Example 1 If Agent1 is assigned Skill1 5 Skill2 6 and Skill3 7 and CSQ1 specifies Skill1 min 1 and Skill3 min 1 the total competency level for Agent1 for CSQ1 is 12 Example 2 If Agent1 is assigned Skill1 5 and Skill2 6 and Skill3 7 and CSQ1 specifies Skill1 min 1 only the total competency level for Agent1 for CSQ1 is 5 Most Ski...

Page 121: ...m Competence Level c Depending on the Resource pool criteria you chose specify a Weight value between 1 and 1000 d Optionally use the arrow icons to order the skills by moving them up or down in the list Note Use the Delete icon next to a skill to delete that skill from the Skills Required list Step 8 Click the Add button at the top of the configuration web page to apply changes and update the sys...

Page 122: ...the longest amount of time Linear Selects the next available agent with the highest priority as determined by the agent order in the Resources list Circular Selects the next available agent with the highest priority based on the last agent selected and the agent order in the Resources list Most Handled Contacts Selects the agent who has answered the most handled calls Shortest Average Handle Time ...

Page 123: ... CRS Administration menu bar choose Subsystems RmCm The Unified CCX Configuration web page opens displaying the RM JTAPI Provider area Step 2 On the Unified CCX Configuration navigation bar click the Contact Service Queues hyperlink The CSQ area opens Step 3 In the Name list click the CSQ that you want to modify The first CSQ Configuration area page opens Step 4 Modify the CSQ Configuration inform...

Page 124: ...igation bar click the Contact Service Queues hyperlink The Contact Service Queues area opens Step 3 Click the Delete icon next to the name of the CSQ that you want to delete Resource Pool Selection Criteria Between Skills and Groups The resource selection criteria available for CSQs with Resource Skills is different from that of CSQs with Resource Groups Example In a banking application with two s...

Page 125: ...equal competency level then the selection automatically defaults to Longest Available selection criteria Resource Skill Selection Criteria Within a CSQ Resource selection within a CSQ is based on the resource competency levels of the skills associated to the CSQ You can choose between the most and least skilled The CRS system defines a Level 10 competency to be the highest skill level while a Leve...

Page 126: ... A B A B C A C B A B C C B A B A C Least skilled resource selection model Technical Support Agent A 10 Agent B 10 Agent C 5 A B C C A B C A B C A B A C B C A B C B A C B A Note The ordering in the two examples above are not opposite simply because the selection criteria has been changed from most to least skilled The reason for the ordering is because when competency levels are equal both selectio...

Page 127: ...resource agent In this case you identify the resource by agent extension If the agent is on a call monitoring will begin immediately If the agent is not on a call monitoring will begin when the agent is presented with a call that is when the agent s phone rings or when the agent initiates a call that is when the agent s phone goes off hook By CSQ In this case you will monitor the call of an agent ...

Page 128: ... User IDs containing numeric characters only b Deselect the A Administrator checkbox and select the S Supervisor checkbox c Use the arrow icon to move the User ID to the CRS Administrator Supervisor list Field Description Search Enables you to search for a specific Unified CM user CRS Administrator Supervisor List Box Stores the administrators and supervisors Note The Supervisor option is only inc...

Page 129: ...Subsystems RmCm The Unified CCX Configuration web page opens displaying the RM JTAPI Provider area Step 2 On the Unified CCX Configuration navigation bar click the Remote Monitor hyperlink The Remote Monitor summary web page opens Step 3 Click a User ID value Note This is a Unified CM user configured as a CRS supervisor See Creating a Remote Monitoring Supervisor section on page 4 36 for instructi...

Page 130: ...ee the Viewing CSQ IDs for Remote Monitoring section on page 12 3 Configuring Agent Based Routing Agent based routing provides the ability to send a call to a specific agent rather than any agent available in a CSQ Use the Agent Based Routing Settings web page to configure system wide parameters to be used in an agent based routing application Procedure Step 1 From the CRS Administration menu bar ...

Page 131: ...re 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 Field Name Description Automatic Work A system wide parameter that determines whether agents involved in agent based routing automatically move to the Work state after a call Enabled Causes agents to go into Work state automatically when...

Page 132: ...ting a Team Supervisor page 4 40 Creating Teams page 4 41 Modifying Agents on Teams page 4 42 Deleting a Team page 4 43 Creating a Team Supervisor Use the User Management web page to assign supervisor privileges to a user Procedure Step 1 From the CRS Administration menu bar choose Tools User Management Step 2 Do the following a Select a User ID in the CMUsers list b Select the S Supervisor checkb...

Page 133: ... a new Team hyperlink The Team Configuration page appears Step 4 Use this web page to specify the following Note Primary and secondary supervisors are Unified CM users configured as CRS supervisors For more information see Creating a Team Supervisor section on page 4 40 Fields Buttons Description Team Name Name for the team Primary Supervisor Primary supervisor for the team Secondary Supervisors A...

Page 134: ...playing the RM JTAPI Provider area Step 2 On the Unified CCX Configuration navigation bar click the Teams hyperlink The Teams summary web page opens Step 3 Click a name in Team Name column The Team Configuration page appears Step 4 Select an agent name in the Resources Assigned to other Teams list and use the arrow icon to move it into the Assigned Resources list if you want to add an agent to thi...

Page 135: ...RS Release 4 x supports ACD integration with the Unified ICME solution 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 This feature allows integrating the Unified CCX as an ACD into the Customer Interaction Network enabled by Unified ICME and allows users to take advantage of the enter...

Page 136: ...e configurations the equivalent term used on Unified ICME for these configurations and the Configuration Manager tool that can be used on the Unified ICME Admin Workstation to view these configurations Note These configurations and their attributes cannot be changed on Unified ICME if auto configuration is enabled on Unified ICME Unified CCX Term Unified ICME Term Unified ICME Configuration Applic...

Page 137: ...our telephony and media resources see the About CRS Telephony and Media section on page 3 2 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 Provisioning the HTTP Su...

Page 138: ... 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 The Database subsystem The Cisco CRS system uses the Database subsystem to enable CRS applications to interact with customer provided enterprise datab...

Page 139: ...ith Unified ICME In this type of installation the Unified ICME uses the CRS server to queue calls and perform other functions such as collecting caller entered digits performing database lookups and playing back prompts Note If you are not using Unified ICME you do not need to provision the Unified ICME subsystem Unified ICME scripts can direct calls based on various criteria such as the time of d...

Page 140: ...on To configure general Unified ICME information complete the following steps Procedure Step 1 From the CRS Administration menu bar choose Subsystems ICM The Unified ICME Configuration web page opens displaying the General area Step 2 Use this web page to specify the following Field Name Description VRU Connection Port The same number that is configured in the VRU Peripheral Interface Manager PIM ...

Page 141: ...dditional VRU Call Information Check boxes Use to select the expanded call variables you want to use to pass call related information Field Name Description Expanded Call Variable Description Task ID Task ID that handles the current call Media ID Media ID that handles the current call Last Redirected Address Transient part ID of the call Arrival Type Arrival type of the call Session Handled Boolea...

Page 142: ... both sides of the system that receive and send variable data in 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 Configuring Unified ICME VRU Scripts Unified ICME u...

Page 143: ...nal subsystems your CRS applications require or to begin configuring CRS applications See Chapter 6 Configuring Cisco Applications Field Name Description VRU Script Name A name for the VRU script you want to add Script Drop down menu The CRS script that you want to associate with the VRU script You can select the script from the drop down list or click the Edit button to specify a new script To sp...

Page 144: ...need to provision the HTTP subsystem The CRS system uses subdirectories in the Cisco CRS installation directory to store text substitution eXtensible Style Language xsl templates static and dynamic web pages and Java Servlet Pages JSPs Note Use the Document Management page to upload these documents For more information on the Document Management page see Chapter 7 Managing Prompts Grammars Documen...

Page 145: ... see HTTP Configuration in Chapter 15 The Subsystems Menu Step 3 Use this web page to specify the following Field Name Description URL The URL to be associated with the HTTP application The URL must be entered as myapp where myapp is the URL of the application The URL can not contain any spaces special characters or backslashes Language Drop down menu The default language to associate with the inc...

Page 146: ...nstallation is port 8080 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 Maximum Number of sessions The maximum amount of simultaneous sessions instances that the application can handle Note The limit f...

Page 147: ...ile that contains the port number Normal HTTP Connector className org apache tomcat service PoolTcpConnector Parameter name handler value org apache tomcat service http HttpConnectionHandler Parameter name port value 8080 Connector Step 4 Change the value 8080 to the port number you want to use The standard port number for HTTP is port 80 The default port number for Secure Socket Layer SSL servers...

Page 148: ...installations SQL Server 2000 MSDE is installed in Mixed mode authentication on CRS servers with CRS Engine and CRS datastores activated or CRS server with just CRS datastores activated Despite this difference in authentication modes almost all CRS components accessing SQL Server 2000 MSDE 2000 continue to use Windows authentication mode as in CRS 4 0 Only the CRS configuration datastores CDS Cds1...

Page 149: ...ion script can use information from a database you must define an ODBC data source name This name provides information to Microsoft Windows about how to connect the application server to an enterprise database such as Microsoft SQL Server Sybase Oracle or IBM DB2 To set up a data source name complete the following steps Procedure Step 1 On the script server choose Start Programs Administrative Too...

Page 150: ...ext The second Create a New Data Source to SQL Server window opens Step 7 Click the radio button of the appropriate authentication method Windows NT or SQL Server Note For application scripts reading information from CRS database db_cra select Windows NT Step 8 Click Client Configuration to configure the connection between the CRS server and the computer where the enterprise database resides The C...

Page 151: ... Field Name Description Data Source Name The name of the ODBC data source Username A username for connecting to the enterprise database Password Confirm Password A password for connecting to the enterprise database Maximum Number of Connections The maximum number of simultaneous connections allowed to connect to the database This database is usually an external database to which the customer scrip...

Page 152: ...llowing product packages Unified IP IVR Unified CCX Premium The CRS system uses the eMail subsystem to communicate with your e mail server and enable your applications to create and send email You must provision the eMail subsystem if you intend to create scripts that use messaging steps to create and send e mail Note If you are not using e mail applications you do not need to provision the eMail ...

Page 153: ...mail configurations To remove the e mail information you must erase the fields and click Update 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 and Chapter 7 Managing Prompts Grammars Documents and Custom Files Field Name Description Mail Server A fully qualified e mail serv...

Page 154: ...Chapter 5 Provisioning Additional Subsystems Provisioning the eMail Subsystem 5 18 Cisco Customer Response Solutions Administration Guide Release 4 1 1 ...

Page 155: ...applications you must complete the following tasks Provision telephony and media resources see Provisioning the JTAPI Subsystem section on page 3 4 Provision your Unified CCX subsystem if required see About Unified CCX section on page 4 2 Provision additional subsystems if required see Provisioning Additional Subsystems section on page 5 1 The following sections describe how to configure applicati...

Page 156: ...ing No Answer Application page 6 8 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 Post Routing Application page 6 10 Unified ICME translation routing see Configuring the Unified ICME Tra...

Page 157: ...pository is available at http www cisco com en US products sw custcosw ps1846 prod_architectures_ list html This repository provides some examples of scripting techniques that can leverage Cisco CRS abilities Cisco script applications can make use of many components such as scripts pre recorded prompts grammars languages locales and custom Java classes For more information about these components s...

Page 158: ... application Scripts created in the CRS Editor are used as the basis for Cisco script applications 7 Add an application trigger Triggers are specified signals that invoke application scripts in response to incoming contacts After adding a new Cisco script application you need to add a trigger so that this application can respond to telephone calls and or HTTP requests To add a new Cisco script app...

Page 159: ...he parameters display below the Script drop down menu Each parameter has a check box which enables you to override the default value for that parameter If you want to override the value check the check box for that parameter 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 scrip...

Page 160: ...n page 6 8 Configuring the Remote Monitoring Application page 6 15 Configuring the Unified ICME Post Routing Application page 6 10 Configuring the Unified ICME Translation Routing Application page 6 13 Configuring the Busy Application This application which comes with every CRS system plays a busy signal Note The Cisco Busy application comes with each CRS system The Cisco Busy application returns ...

Page 161: ...he Add New Trigger hyperlink appears on the navigation bar and a dialog box opens with the following message The operation has been executed successfully Step 5 Click OK to close the dialog box Field Description Name A name for the application Description Use the Tab key to automatically populate this field ID Accept the automatically generated ID or enter a unique ID Note The Historical Reporting...

Page 162: ...hich comes with each CRS system plays a ring tone Note The Cisco Ring No Answer application comes with each CRS system 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 1 Add the Ring No Answer application 2 Add a JTAPI trigger to the Ring No Answer applicati...

Page 163: ...r the application see Adding Application Triggers page 6 17 Related Topics About CRS Applications page 6 2 Configuring Cisco Script Applications page 6 3 Field Description Name A name for the application Description Use the Tab key to automatically populate this field ID Accept the automatically generated ID or enter a unique ID Note The Historical Reporting feature uses this ID to identify this a...

Page 164: ... use the CRS server as a queue point for Unified ICME In Unified ICME post routing the Unified IP IVR system receives calls directly from Unified CM which sends the call to the post routing route point on the CRS system If you configure this route point to run an initial application such as an application to welcome the caller and collect an account number the CRS system notifies theUnified ICME s...

Page 165: ...d 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 Procedure Step 1 From the CRS Administration menu bar choose Applications Application Management and click the Add a New Application hyperlin...

Page 166: ... limit for the maximum number of simultaneous remote monitoring sessions is 16 but the actual number depends on your system s CPU and memory resources Entering a number that is too high can result in unacceptable system performance Enabled Radio button Accept Yes the default Timeout in seconds The maximum amount of time in seconds that the system will wait to invoke the application before rejectin...

Page 167: ...RS server is used as a queue point for a Unified CCX solution Unified QM in which calls are expected to be routed by the Unified ICME to the CRS server The call attributes will be reported as part of a configured translation route on the Unified ICME Note Before you can configure a Unified ICME translation routing application you must first upload any VRU scripts that the application will need see...

Page 168: ... Use the Tab key to automatically populate this field ID Accept the automatically generated ID or enter a unique ID This field corresponds to the service identifier of the call reported to the Unified ICME and configured in the Unified ICME translation route Maximum Number Of Sessions The maximum amount of simultaneous sessions instances that the application can handle Note The limit for the maxim...

Page 169: ... see Adding Application Triggers page 6 17 Related Topics About CRS Applications page 6 2 Configuring Cisco Script Applications page 6 3 Configuring the Busy Application page 6 6 Configuring the Unified ICME Post Routing Application page 6 10 Configuring the Unified ICME Translation Routing Application page 6 13 Configuring the Remote Monitoring Application page 6 15 Provisioning the Unified ICME ...

Page 170: ...tion Use the Tab key to automatically populate this field ID Accept the automatically generated ID or enter a unique ID Note The Historical Reporting feature uses this ID to identify this application Maximum Number of Sessions The maximum amount of simultaneous sessions instances that the application can handle Note The limit for the maximum number of simultaneous remote monitoring sessions is 16 ...

Page 171: ...sy Application page 6 6 Configuring the Ring No Answer Application page 6 8 Configuring the Unified ICME Post Routing Application page 6 10 Configuring the Unified ICME Translation Routing Application page 6 13 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 sp...

Page 172: ...t CRS Applications page 6 2 Managing Scripts page 6 24 Provisioning the JTAPI Subsystem page 3 4 Provisioning the HTTP Subsystem page 5 8 Adding a JTAPI Trigger You must add JTAPI triggers to invoke Cisco applications in response to incoming contacts A JTAPI trigger responds to calls that arrive on a specific route point by selecting telephony and media resources to serve the call and invoking an ...

Page 173: ...window opens Step 2 From the Trigger Type drop down menu select JTAPI and click Click Next The JTAPI Trigger Configuration window opens Step 3 Follow the procedure described in Provisioning a JTAPI Trigger page 3 13 Related Topics About CRS Applications page 6 2 Adding a JTAPI Trigger page 6 18 Adding an HTTP Trigger page 6 20 Provisioning the JTAPI Subsystem page 3 4 Configuring HTTP Triggers pag...

Page 174: ...uests when the CRS system is provisioned with an HTTP trigger Note HTTP triggers are available if your system has a license installed for one of the following Cisco product packages Unified IP IVR or Unified CCX Premium An HTTP trigger is the relative URL a user enters into the client browser to start the application You can upload either eXtensible Style Language Transformation XSLT templates or ...

Page 175: ...igger window opens Step 2 From the Trigger Type drop down menu select HTTP and click Click Next The HTTP Trigger Configuration window opens Step 3 Use this web page to specify the following fields Field Description URL The relative URL For example http www appserver acme com 8080 hello Language Perform one of the following actions Choose a default language from the drop down list Click Edit specif...

Page 176: ... CRS Applications page 6 2 Adding a JTAPI Trigger page 6 18 Adding an HTTP Trigger page 6 20 Provisioning the JTAPI Subsystem page 3 4 Configuring HTTP Triggers page 5 9 Adding HTTP Triggers from the HTTP Subsystem To configure a HTTP trigger from the HTTP subsystem complete the following steps Procedure Step 1 From the CRS Administration menu bar choose Subsystems HTTP Idle Timeout in ms Maximum ...

Page 177: ... example http www appserver acme com 8080 hello Language Perform one of the following actions Choose a default language from the drop down list Click Edit specify a default language in the dialog box that appears and click OK Maximum Number Of Sessions The maximum amount of simultaneous sessions instances that the application can handle Note The limit for the maximum number of simultaneous remote ...

Page 178: ...bers in order to transfer calls place callers in a queue and route calls to available agents and place outbound calls 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 Note Your Cisco CRS system includes sample scripts stored as aef files For a description of...

Page 179: ...ipt 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 Prior to Release 4 5 the RDS database only contained the prompts grammars and documents files The scripts can also be grouped into folders and subfolders When user scripts are uploaded into repository they get synchronized to local di...

Page 180: ... repository Folder path The level of the directory that is currently selected in the folder drop down list Name The name of the script Note Click the icon in front of the script name to download the script file Size The size of the script file prefixed with KB The file size is converted from bytes to KB Note This column is usually blank on the root page as the items on this page are usually folder...

Page 181: ...ges to a script you must refresh the script in order to direct all the applications and subsystems that use this script to reload the new version see Refreshing Scripts page 6 29 You are now ready to manage any existing scripts shown in the Script Management page if necessary or add prompts that may be useful to your applications Related Topics About CRS Applications page 6 2 Viewing or Downloadin...

Page 182: ...n that appears next to the Name of the script file you want to view or download The File Download dialog box opens Step 4 Perform one of the following tasks To view the script file click Open The script file opens in the CRS Editor To download the script file click Save and then follow the prompts to choose a directory and file name for the script file The file is saved to the specified directory ...

Page 183: ...ere are two script refresh options 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 The Script Management page opens Step 2 Click on the default folder The Script Management pa...

Page 184: ...only available when you upload zip files After the selected file is successfully uploaded you will see the option to refresh scripts To refresh all scripts within a zip file with one command complete the following steps Procedure Step 1 From the CRS Administration menu bar choose Applications Script Management The Script Management page opens Step 2 Click on the default folder The Script Managemen...

Page 185: ...u the option of refreshing the script and the applications that reference it or just refreshing the script Step 8 Specify one of the following options If you want all applications and subsystems that reference the script in the repository to use the new version click Yes If you only want to refresh the scripts click No If you want to cancel the operation click Cancel The script information refresh...

Page 186: ...ripts and folders Select the required subfolder from the Select Folder to Rename drop down list Click the Rename Folder icon under the Actions column A dialog box opens to display the selected folder or script in the Select Folder to Rename drop down list Step 4 Enter the new name for this folder in the Rename Folder to field Step 5 Click Rename The dialog box refreshes to state that the folder wa...

Page 187: ... one of the following actions Click the Delete Folder hyperlink A dialog box opens to display a drop down list of available scripts and folders Select the required subfolder in the Select Folder to Delete field Click Delete The dialog box refreshes to state that the folder or script was successfully deleted Click the Return to Script Management hyperlink Click the Delete icon under the Actions col...

Page 188: ...s 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 Note The included scripts are bundled with the CRS system solely as samples and are not supported by Cisco For more information on these ...

Page 189: ...a section on page 3 2 Provision your Unified CCX subsystem if required see the Provision additional subsystems if required see the About Additional Subsystems section on page 5 2 Configure your Cisco script applications see the About CRS Applications section on page 6 2 Depending on your particular CRS implementation your applications might make use of some or all of the file types described in th...

Page 190: ... time when the Repository datastore is modified For more information about the Repository datastore see Chapter 9 Managing the Cisco CRS Datastores To access the Prompt Management page select Application Prompt Management The Prompt Management web page opens to display the following fields Field Description Language Location of the items listed in the Name column Folder Codec Display only The CODE...

Page 191: ...ammar is a specific set of all possible spoken phrases and or 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 This is done through the CRS cluster s Reposi...

Page 192: ...m This is done through the CRS cluster s Repository datastore where the document files are created stored and updated Note 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 9 Managing the Cisco CRS Datast...

Page 193: ...les page 7 15 Managing AAR Files page 7 18 Managing Scripts page 6 24 Name Name of the document Size The size of the script file prefixed with KB The file size is converted from bytes to KB Note This column is usually blank on the root page as the items on this page are usually folders Date Modified The date when the document was last uploaded or changed Modified by The user ID of the person who p...

Page 194: ...iple 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 Datastores To access the Prompt Management page select Application Document Management The Prompt Manage...

Page 195: ...cripts page 6 24 Managing Languages The topics in this section describe the procedures for managing languages Creating a New Language page 7 8 Size The size of the script file prefixed with KB The file size is converted from bytes to KB Note This column is usually blank on the root page as the items on this page are usually folders Date Modified The date when the document was last uploaded or chan...

Page 196: ... this procedure to create a new Prompt Grammar or Document language folder in the Repository datastore Procedure Step 1 From the CRS Administration menu bar choose Applications Prompt Grammar Document Management The Prompt Grammar Document Management summary web page opens Step 2 Click the Create Language hyperlink A dialog box opens Step 3 Do one of the following Select a value from the Language ...

Page 197: ...ename Language hyperlink select a folder to rename specify a folder name and click Rename Click the Rename icon next to the name of a folder on the summary web page Step 3 Click OK to confirm the renaming of the folder Deleting a Language Use this procedure to delete a Prompt Grammar Document language folder in the Repository datastore Procedure Step 1 From the CRS Administration menu bar choose A...

Page 198: ...he CRS Administration menu bar choose Applications Prompt Management or Grammar Management or Document Management The corresponding management summary web page opens Step 2 Click the Upload Zip Files hyperlink A dialog box opens Step 3 Enter a file name or click Browse to locate a file Step 4 Verify if you want to retain the default action of unzipping the file before uploading If you want to chan...

Page 199: ...nt Management The Document Management summary web page opens Step 2 Click the Upload Zip Files hyperlink A dialog box opens Step 3 Do the following a Enter a File Name or click Browse to locate a file b Select the Unzip after uploading checkbox Step 4 Click OK to confirm the deletion Recording and Uploading Prompt Files Prompts are messages that the Cisco CRS system plays back to callers CRS appli...

Page 200: ...erver then the wav file requires a RIFF header Nuance provides a tool to convert wav files from RIFF headers to SPHERE headers Managing prompts involves the following tasks 1 Create a folder to store prompts You must create a folder to store the wav files that the CRS system uses as prompts 2 Record a prompt You can record your own prompts to be used in applications 3 Upload a prompt or prompts Yo...

Page 201: ...ail message to apps support cisco com To record a prompt complete the following steps Note The following procedure describes one example of recording G 711 prompts with Microsoft Windows Sound Recorder using a microphone plugged into your computer If you are not using Microsoft Windows Sound Recorder refer to the documentation provided with your audio application Procedure Step 1 From your Windows...

Page 202: ...ou configured CRS to use the G 711 codec for prompts If this assumption is incorrect and you specified the G 727 codec instead you would choose a G 729 option from this menu For more information about recording prompts with G 729 see your G 729 documentation Step 8 From the Attributes drop down menu choose 8 000 kHz 8 Bit Mono 7 kb sec Step 9 Click Save As The Save As dialog box opens Step 10 Ente...

Page 203: ... web page opens The table below describes the fields in the Spoken Name Prompt Upload web page Step 3 In the User Id field enter an ID number that will identify the user Step 4 In the Spoken Name wav field click Browse to navigate to the directory that contains the Spoken Name wav file Step 5 Click Upload to upload the file Step 6 Repeat this process as needed to upload all spoken name wav files M...

Page 204: ...gers in the Control Center and the custom steps will be visible in CRS Editor Specify Custom Classpath Entries Use these Custom Classes Steps Subsystems Configuration web pages to specify the available classpath entries Procedure Step 1 From the CRS Administration menu bar select System Custom File Configuration The Custom File Configuration web page opens Step 2 On the navigation bar click one of...

Page 205: ...ustom File Configuration The Custom File Configuration web page opens Step 2 On the navigation bar click the List of Custom Steps hyperlink to access the Custom Steps Startup Order area Step 3 Optionally click the Enter a New Pallette hyperlink and use the dialog box to specify a pallette name Step 4 Optionally click the Enter a New Step hyperlink and use the dialog box to specify a step name A ne...

Page 206: ...te name Step 4 Use the arrow keys to move items up and down on the Select the Order of startup list Step 5 Click Update when your selections are complete Note Several processes need to be restarted on all nodes in the cluster after you make changes to this configuration page see Custom Classes Steps Subsystems Configuration page 13 6 Managing AAR Files Caution It is the user s responsibility to en...

Page 207: ...CustomStep1 jar CustomStep2 jar com mycompany steps Subsystem Class Path CustomSubsystem1 jar CustomSubsystem2 jar Application List customApp1 mf customApp2 mf Subsystem List sub1 mf sub2 mf Palette List Custom1 Custom2 Custom1 Palette Name Category1 Custom2 Palette Name Category2 Custom1 Step List step1 mf Custom2 Step List step2 mf step3 mf Implementation Title AAR Test File Implementation Versi...

Page 208: ...5 Sun Microsystems Inc Built By solowu Sealed false Implementation Title AAR Subsystem MF Implementation Version 4 1 1 Implementation Vendor Cisco Systems Inc Implementation Vendor Id 12345 Implementation URL http www cisco com Subsystem Class com cisco subsystem CustomSubsystem1 class To deploy custom applications steps and subsystems through an AAR file you must first create the AAR file using a...

Page 209: ...ete the following steps Procedure Step 1 From the CRS Administration menu bar choose Applications AAR Management The AAR Management web page opens Step 2 Enter a file name or click the Browse button to upload a file Step 3 Click OK The contents of the AAR file are uploaded to the respective folders Note If the AAR file is not formatted correctly or is missing some custom files Cisco CRS generates ...

Page 210: ...ory structure mirrors the function of the CRS Prompt Grammar Documents and Scripts Management web pages Each directory corresponds to each language for which to install prompts grammars documents and scripts Languages are defined using the Java Locale standard and the special default directory is used for prompts grammars and documents that are common to all languages Only CRS supported prompt fil...

Page 211: ...efine a single directory named default under which all script files must be listed AAR Manifest An AAR file manifest consists of a main section followed by a list of sections for individual AAR file entries each separated by a newline Information in a manifest file contains name value pairs which are also referred to as headers or attributes Groups of name value pairs are known as a section sectio...

Page 212: ...relative path to the file or directory If there are multiple individual sections for the same file entry the attributes in these sections are merged If a certain attribute have different values in different sections the last one is recognized Attributes which are not understood are ignored Such attributes may include implementation specific information used by applications The following table desc...

Page 213: ...ibute Description Manifest Version The manifest file version The value is a legitimate version number as described in the above spec Created By The version and the vendor of the java implementation on top of which this manifest file is generated This attribute is generated by the jar tool Crs Version The minimum CRS version release compatible with the AAR file Crs version is the accumulation of th...

Page 214: ...ss Path The directories or JAR files that need to be installed and accessed by customer defined subsystems directly Entries are separated by one or more spaces The CRS class loader uses the value of this attribute to construct its internal search path where each entry is defined relative to the Documents default classpath directory in this AAR file Application List The application configuration fi...

Page 215: ...er entry then the value of the per entry attribute overwrites the parent directory per entry attribute s value Manifest Version 1 0 Created By 1 2 Sun Microsystems Inc Sealed true Name Prompts en_US Sealed false 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 Attribute ...

Page 216: ...d sealing information These are the same set as the main attributes defined in the table listed under the Attributes defined for extension and directory versioning and sealing information When used as per entry attributes these attributes overwrite the main attributes for the individual file specified by the manifest entry The META INF Directory Attributes The Cisco CRS platform recognizes the x M...

Page 217: ...cation see CRS Application Management Application Id A unique identifier for the application see CRS Application Management Max Sessions The maximum number of sessions for the application see CRS Application Management Enabled The application is enabled if the value is set to true see CRS Application Management If the value is set to false the case is ignored Script The main script of a Cisco Scri...

Page 218: ... the following table Attributes defined for application versioning and sealing information These attributes define features of the application to which the AAR file belongs These are the same set as the main attributes defined in the table listed under the Attributes defined for extension and directory versioning and sealing information Name Value subsystem file version info newline subsystem attr...

Page 219: ...e AAR file belongs These are the same set as the main attributes defined in the table listed under the Attributes defined for extension and directory versioning and sealing information Name Value step file version info newline step attribute version info Application Version version number version number digit digit step attribute any legitimate application attribute newline newline CR LF LF CR not...

Page 220: ...Chapter 7 Managing Prompts Grammars Documents and Custom Files Managing AAR Files 7 32 Cisco Customer Response Solutions Administration Guide Release 4 1 1 ...

Page 221: ...oyment Removing a Cisco CRS Software component from a server Moving a Cisco CRS Software component to another server Adding removing or replacing a server to a Cisco CRS cluster The following sections describe the day to day management of CRS components Control Center Terminology page 8 2 About Control Center Management page 8 3 High Availability and Automatic Failover page 8 6 Managing the Contro...

Page 222: ...ofile allows the use of the same LDAP entries for multiple servers Node server A computer that belongs to a cluster Expansion Server You can increase the capacity of your Cisco CRS deployment by activating the Database Monitoring and Recording components on various additional servers in the Cisco CRS cluster Such an additional server is called an expansion server Active Server The active server pr...

Page 223: ...8 15 Standby service An active service that can take over the master functionality incase the master service becomes unavailable within the Cisco CRS Engine component You cannot configure the standby service The Cluster View Daemon CVD dynamically elects one of the standby services to be a master see Reelect Master page 8 15 Note One service can belong to multiple components For example CRS SQL se...

Page 224: ...ents that represent functionality Use the tabs to toggle between these two views illustrated in the figures that follow The Servers tab lists the names of all the servers in the cluster The main section of the page gives Use this link to display license information for the cluster Use this link to access the Component Activation page Click a server name to access detailed service information for t...

Page 225: ...tion of the Status icons and the server states they represent see Monitoring Service Status page 8 18 The main section of the page gives Use this link to access the Component Activation page summary information about each feature The Features tab lists all the features in the cluster Click a feature name to access detailed service information about that feature ...

Page 226: ... on the active server If the active server fails there is automatic failover to the standby server When an active server failover occurs the following happens Any active calls existing in the system and those ringing at an agent s phone are terminated Note Calls already connected to an agent will not be lost The agent will be logged out of the system but the call in progress will continue While th...

Page 227: ...s 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 If your node enters the island mode perform one of the following tasks restart every cluster node or stop all cluster nodes and restart the cluster nodes If the clust...

Page 228: ...er Configuration page select choose System Control Center from the CRS Administration menu bar and then click a Server name hyperlink on the navigation bar 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 Use this pa...

Page 229: ...ns a Manager the Cisco CRS Engine also contains a Subsystem Manager Caution Stopping a service containing a sub level manager stops all the components controlled by that manager Stopping one CRS SQL server service stops all other CRS SQL server services with the exception of Microsoft Distributed Transaction Coordinator 3 The Status icons and the server states they represent For more information s...

Page 230: ...se Information page To add a license complete the following steps Procedure Step 1 From the CRS Administration menu bar choose System Control Center The Control Center Servers summary web page opens Step 2 Click the License Information hyperlink The License Information web page opens Step 3 Click the Add License hyperlink on the navigation bar The License Information Configuration web page opens S...

Page 231: ...t change the component to be a subscriber and then deactivate the component see Changing Publisher to Subscriber page 9 8 Procedure Step 1 From the CRS Administration menu bar choose System Control Center The Control Center Servers summary web page opens Step 2 Click the Component Activation hyperlink The Component Activation web page opens Step 3 Use the check boxes next to Component Names to ena...

Page 232: ... messages that can appear in this summary see the Cisco CRS Servicing and Troubleshooting Guide Removing a Server Caution Once a server is removed the only way to restore it to the cluster is to reinstall it Also after a server is removed there will be a delay before the change is reflected across the entire cluster Note A server cannot be removed if at least one of the datastores has publisher se...

Page 233: ...The component information for that server is displayed Step 4 Click the Disable Server hyperlink to disable the server The system prompts you to specify a disable method for the server Temporarily Cisco CRS Node Manager is shut down This server is still part of the cluster If you reboot the server the node manager is automatically enabled Permanently Cisco CRS Node Manager is shut down and its ser...

Page 234: ... may also stop and restart the CRS Engine to view the status of the Engine and subsystems while the Engine stops and starts Caution Stopping one CRS SQL server service stops all other CRS SQL server services with the exception of Microsoft Distributed Transaction Coordinator To start stop or restart Cisco CRS services complete the following steps Procedure Step 1 From the CRS Administration menu b...

Page 235: ...er does not cause any changes For more information about master and standby services see Control Center Terminology section on page 8 2 Note If the best candidate for the service is already master Reelect Master does not cause any changes Caution Use this button carefully as all active calls on the current master server may be if failover is available dropped when you click Reelect To reelect a ma...

Page 236: ...ick a Server Name hyperlink on the servers navigation bar The Control Center Servers Configuration web page open Step 3 Click the Server Traces hyperlink The Server Traces web page opens displaying a folder for each server service Step 4 Click the folder for the service for which you want to see log files A new page opens listing the log files for that folder Step 5 Click a log file Name hyperlink...

Page 237: ...ration menu bar choose System Control Center The Control Center Servers summary web page opens Step 2 Click a Server Name hyperlink on the servers navigation bar The Control Center Servers Configuration web page opens Step 3 Click a Server Name hyperlink on the servers navigation bar The Control Center Servers Configuration web page opens Step 4 Click the Server Details hyperlink The following det...

Page 238: ...age 8 14 Reelect master for a particular service see Reelect Master page 8 15 View server trace files see Server Traces page 8 16 View server or services details see Server Details page 8 17 Monitor service status see Monitoring Service Status page 8 18 Configure the Auto Refresh Interval see Controlling the Auto Refresh Interval page 8 19 Monitoring Service Status To view the status of the CRS sy...

Page 239: ...ross 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 Status Message Description Initializing The subsystem is in the process of initializing itself Shutting Down The subsystem is in the process of shutting down Note Completion of a subsystem shutdown varies from subsystem to subsystem W...

Page 240: ... Component Activation hyperlink The system applies the changes 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 cl...

Page 241: ... DCD cluster Publisher needs to be running in order to make any configuration changes The CRS server can receive directory information from one IP telephony directory and application configuration and script logic from a repository on another server This section contains the following topics Adding LDAP Server Information page 8 21 Additional DCD Information page 8 25 Additional AD Information pag...

Page 242: ...name or IP address of the LDAP server domain Microsoft Active Directory The LDAP server domain LDAP Server Port Port number on which the LDAP server receives LDAP requests Defaults DC Directory 8404 Microsoft Active Directory 389 Netscape Directory 390 LDAP administrator username Distinguishing Name configured on the LDAP server for the user with permission to modify the Cisco Unified Communicatio...

Page 243: ...e 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 Netscape Directory ou Users o cisco com Unified CM Base location Distinguished Name of the LDAP container in which Unified CM informat...

Page 244: ...Specify an LDAP Administrator Username 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 Replace the text in italics with your values if necessary In these formats cn is a Common Name o is an Organization ou is an Organizati...

Page 245: ... Default value for AD 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 Default value for ND ou Cisco o cisco com Step 7 Click Update 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...

Page 246: ...arch mspx http ais msu edu AD_Child_Domains htm If you include voice servers in an AD domain be aware of the following support 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 ...

Page 247: ...DAP directory to another You must perform the Cisco CRS migration before you perform the Unified CM migration Tip If both directories are not available you have the option to use the Backup and Restore System BARS utility Refer to the following website for further information on the BARS utility http www cisco com univercd cc td doc product voice backup bars40 b arsa408 index htm Using the BARS ut...

Page 248: ...p the JTAPI subsystem To bring up the RmCm subsystem if Unified CCX is used You can migrate telephone users supervisors and agents see Modifying Agents on Teams page 4 42 only after you finish the Unified CM migration step during the migration process You will need the login username and password for each user Additional References Refer to the following references for additional information Cisco...

Page 249: ...he Serviceability Utility to synchronize the ccndir ini across the cluster For instructions see the CRS Serviceability Utility section on page 8 44 After running this utility restart CRS Node Manager on all nodes in the cluster Step 4 Run the plug in for the required directory in the Unified CM Administration web page This website describes the Unified CM migration process for DCD AD and ND Step 5...

Page 250: ...tory has changed Cancel Cancels the migration The following prompt appears Successfully updated the CRS LDAP information Please update the Unified CM LDAP information by going to the User Management menu if 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 Note You do not need to restart the ...

Page 251: ...tatus column in the Services window displays the disabled state against the name DC Directory Server Step 14 Restart the node manager in Cisco CRS See Starting Stopping and Restarting Cisco CRS Services page 8 14 Step 15 Manually add all other users telephone users supervisors and agents using Unified CM or Cisco CRS and who need to migrate to the new directory see Requirements to Migrate LDAP Inf...

Page 252: ...ystem Control Center Step 18 Verify the functionality of the system by placing test calls You have now completed the LDAP migration process Managing System Parameters Use the System Parameters web page to configure system parameters such as port settings and set the default session timeout Procedure Step 1 Choose System System Parameters from the CRS Administration menu bar The System Parameters C...

Page 253: ... determining how agent state should be set after a Ring No Answer event The choices are Ready If an agent does not answer a call the Agent State is set to Ready Not Ready default If an agent does not answer a call the Agent State is set to Not Ready RmCm TCP Port TCP port number on which the CTI server component of RmCm subsystem opens the server socket and lists to the clients All CTI server clie...

Page 254: ... determining how agent state should be set after a Ring No Answer event The choices are Ready If an agent does not answer a call the Agent State is set to Ready Not Ready default If an agent does not answer a call the Agent State is set to Not Ready RmCm TCP Port TCP port number on which the CTI server component of RmCm subsystem opens the server socket and lists to the clients All CTI server clie...

Page 255: ...Default Language System default language associated with new contacts for which no language has been defined This field specifies the last possible fallback language when the system searches for resources such as prompts and grammars Default English United States en_US Customizable Locales Use to specify a unique locale Default blank Default Currency Default currency such as American dollars USD F...

Page 256: ...sco CRS Getting Started with Scripts guide for more information Codec Display only The CODEC chosen during installation for this CRS server Enterprise Call Info Parameter Separator A character used in Get Set Enterprise Call Info steps in the CRS Editor to act as a delimiter for call data Default bar Note In CRS 4 x this separator is used by both Unified CCX and Unified IP IVR In previous versions...

Page 257: ...se System Logout from the CRS Administration menu bar The system logs you out of CRS Administration and displays the Authentication web page Tracing Configuration You can configure trace options for each CRS component Tracing enables you to monitor CRS and subsystem activities across the cluster Note If you activate tracing monitor the CPU usage and available disk space on the server CPU usage nea...

Page 258: ...8 Trace File Configuration page 13 10 Trace Configuration page 13 10 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 Cisco CRS Serviceability Utility Enables you to synchroni...

Page 259: ...in Utility consists of a window that displays the password status of these accounts on each of the nodes in the CRS Cluster Note The accounts that display in the window depend on the Cisco CRS deployment option Each account in the Cisco CRS Admin Utility window has a color coded icon representing the status of the account s password A green icon indicates that the account matches the cluster level...

Page 260: ...isco CRS Admin Utility Logon window opens Step 2 Specify your Windows NT Administrator User Name and Password and click OK The Cisco CRS Admin Utility window opens displaying the CRS Cluster information for the CRS Administrator CCMService and CRSHistRrptUsr accounts Changing the CRSAdministrator Password To change the CRSAdministrator password across the cluster complete the following steps Note ...

Page 261: ... If one or more nodes in the cluster has a CRS Administrator password that is different than the cluster level password instead of setting a new password for the cluster you can resynchronize the passwords Note A red CRSAdministrator icon indicates that the password is out of sync To synchronize a CRSAdministrator password complete the following steps Procedure Step 1 In the CRS Admin Utility use ...

Page 262: ...tility This utility is found in c program files cisco bin AdminUtility exe To change a CCMService password complete the following steps Note You cannot synchronize a CCMService password on a standalone CRS machine only change it Procedure Step 1 In the CRS Admin Utility use the check box to select the CCMService account Step 2 Select Option Set New Password The Set Accounts Password dialog box app...

Page 263: ...HistRrptUsr password only synchronize it Procedure Step 1 In the CRS Admin Utility use the check box to select the CRSHistRrptUsr account Step 2 Select Option Synchronize A warning dialog box appears Step 3 Click OK The password is applied to each node in the cluster where the CRSHistRrptUsr account is out of sync a dialog box reports the status of the changes Refreshing Account Sync Status The Re...

Page 264: ...trap information between a CRS node and an LDAP server This can be necessary for a variety of reasons such as A change in an LDAP password A change in an LDAP host name or IP address When the ccndir ini is out of sync with the CRS cluster Update CRS IP address information Update Unified CM IP address information Update Unified CM LDAP information Update CRS configurable property files that are sto...

Page 265: ...unch the Cisco CRS Serviceability Utility from any node in the CRS Cluster Procedure Step 1 Select Start Programs Cisco CRS Administrator Cisco CRS Serviceability Utility One of the following happens The CRS Serviceability Utility connects to the LDAP Server and displays bootstrap and cluster information If the CRS Serviceability Utility cannot connect to the LDAP server a dialog box appears See S...

Page 266: ...rocedure Step 1 In the CRS Serviceability Utility specify LDAP server information as described in the Adding LDAP Server Information section on page 8 21 Step 2 Click SYNC Step 3 Since the utility does not update ccndir ini on all nodes in the CRS cluster repeat these steps on each CRS node where ccndir ini is not correct in the cluster Step 4 After the ccndir ini is synchronized on all nodes in t...

Page 267: ...ake effect on all nodes in the cluster restart CRS Node Manager on all nodes Updating CRS IP Address Information Use the Properties tab in the CRS Serviceability Utility to make changes to the IP address of any node in the cluster To update node information complete the following steps Procedure Step 1 In the CRS Serviceability Utility click the Node Information tab Step 2 Select a Node ID from th...

Page 268: ...rviceability Tool s Cisco Unified CM LDAP Information tab and the IP Address tab Caution 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 update Unified CM LDAP and IP Address information complete the follow...

Page 269: ...io 1 Cisco CRS Collocated with Unified CM In a deployment consisting of Cisco CRS collocated with Unified CM do the following to update the IP address on the nodes in the cluster 1 Stop the Cisco CRS Node manager from the Services window 2 Modify the IP address of the machine using the Windows TCP IP Properties window 3 Update the DNS server so that new IP address matches the old host name 4 Assum...

Page 270: ...h the IP address has to be changed Select the IP address from the drop down list enter the new IP address and click Update Note You need to perform this step on all the nodes in the cluster c Go to the Unified CM LDAP tab enter the new IP address and click Update d Go to the Unified CM IP Address tab Update RmCm JTAPI Provider and JTAPI Provider with the new IP address and click Update e Exit the ...

Page 271: ...cking 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 Error connecting to Directory Service Do you want to try it again The process may take time Press Yes to retry Directory Service connection Press No to proceed without Directory Service functionality Click No ...

Page 272: ...appropriate subsequent screens such as Unified CM VoIP Network Device and service IP address b Follow Scenario 1 s Steps 6 a 6 b and 6 e 10 For Node 5 RDB follow Scenario 1 s Steps 6 a and 6 e 11 For Node 6 RDB follow Scenario 1 s Steps 6 a and 6 e 12 Finally reboot all the nodes Scenario 4 CRS Node with Third Party Servers for ASR and TTS In a deployment consisting of a CRS node with third party ...

Page 273: ...CP Providers This will list all the MRCP Providers configured in the system 10 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 click Refresh for the specific MRCP Provider that was affected by this server IP address change or alternatively if all MRCP providers were affected you can Refresh All at ...

Page 274: ... if Unified CM uses the same LDAP server as CRS You modify LDAP information with the CRS Serviceability Utility using the following steps 1 When launching the tool assuming Unified CM is using DCD if that is not the case then skip this step it cannot connect to LDAP as the Unified CM IP address is changed A dialog box appears displaying the old connection details Enter the new IP address and click...

Page 275: ... 10 Configuring Alarm Settings page 9 11 About the CRS Datastore The CRS Cluster uses the publisher subscriber database model for data replication across the system Under normal circumstances the publisher acts as the source of data and the subscriber acts as the target for the data The publisher subscriber database model enables CRS to provide high availability and failover support To support thi...

Page 276: ...criber page 9 8 Internally CRS datastores use the Microsoft SQL Server merge replication model This means that a publisher is associated with a snapshot agent and a subscriber is associated with a subscription agent Snapshot agent Generates a snapshot or image of the current database data For the CRS datastores usually a new snapshot is generated only when the publisher is created or a subscriber ...

Page 277: ... Retention Period By default a subscriber is dropped from the publisher during a merge replication if the subscriber did not synchronize with the publisher within the retention period of two or four days If a subscriber is dropped under these circumstances use the CRS Datastore Control Center to prevent data loss Note The retention period is two days on a 18GB 30GB hard disk space system and 4 day...

Page 278: ...g Applications Datastore Control from the CRS Administration menu bar Use the Datastore Control Center to Obtain an overview of the datastores in the cluster and their relationships Manage the datastore read write access Monitor and control the replication agents Available for Agent Historical and Repository datastores only Activate the publisher The table below describes the datastores available ...

Page 279: ...t 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 Write Access Indicates whether data can be written to the datastore Options Yes No Replication Status One of the following values UNKNOWN Status cannot be obtained RUNNING Replication agent is runnin...

Page 280: ...erver logs and NT Event viewer This web page also contains the following buttons Start Click this button to start the replication agent Stop Click this button to stop the replication agent Restart Click this button to restart the replication agent Reinit Subscriber Click this button to reinitialize the subscriber with a copy of data from the Publisher This causes the data on the subscriber to be o...

Page 281: ...ores You cannot deactivate the publisher only change it to be a subscriber see Changing Publisher to Subscriber page 9 8 Tip Use the publisher activation and reset functions in the event of a catastrophic situation where the publisher becomes inaccessible Warning Perform the publisher activation and reset functions sparingly Inappropriate use of these functions may lead to data loss Procedure Step...

Page 282: ...ars Step 2 Select each datastore on the left pane and then click Publisher Activation The Publisher Activation page appears Step 3 Select the required server for the subscriber to be changed by clicking on the check box next to the server Step 4 Click Activate Publisher A warning message window appears To proceed with the change click OK Repeat Step 3 and Step 4 for each datastore component that r...

Page 283: ...ervicing and Troubleshooting Guide Procedure Step 1 From any Datastore Control Center web page click the Tracing hyperlink The Trace Configuration page appears for that datastore component Step 2 Do one of the following To activate logging for a server select the Logging checkbox next to its node ID To deactivate logging for a server deselect the Logging checkbox next to its node ID Caution You sh...

Page 284: ...ace Directory path to F Program Files Cisco Trace SDL Step 2 Set the Unified CM SDL Trace output setting to file name F Program Files Cisco Trace CCM ccm txt Step 3 Exclude the following folders from AntiVirus C Program Files Cisco Trace F Program Files Cisco Trace Starting Stopping and Restarting Datastores Caution Shutting down one datastore shuts down all datastores on that same node All the da...

Page 285: ...ponent The following fields are displayed on the Alarm Definitions web page Step 2 Perform one of the following actions for the required server To activate logging select the Logging checkbox next to its node ID To deactivate logging deselect the Logging checkbox next to its node ID Caution You should activate logging only for the purpose of debugging and remember to deactivate logging once the de...

Page 286: ...Chapter 9 Managing the Cisco CRS Datastores Configuring Alarm Settings 9 12 Cisco Customer Response Solutions Administration Guide Release 4 1 1 ...

Page 287: ...following sections describe how to manage the CRS Historical Datastore to accommodate historical reporting 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 ...

Page 288: ...tastores Historical Reporting Configuration Note Verify that the Number of HR Session Licenses field is updated to reflect the licensed value This value cannot be greater than the number of licensed Unified CCX seats The default value is 0 for Unified CCX Standard Enhanced and Premium and 5 for both Unified QM and Unified IP IVR see Managing System Parameters page 8 32 Caution If this value remain...

Page 289: ... this example if the historical reporting client or scheduler attempts a 6th connection this attempt will fail as the maximum database server limit is set to be 5 To do so complete the following steps Procedure Step 1 From the CRS Administration menu bar choose Tools Historical Reporting The Historical Reporting configuration web page opens displaying a list of Historical Datastore components in y...

Page 290: ...tion bar The User Configuration area opens listing a maximum of 75 Unified CM users The following fields are displayed in the User Configuration area of the Historical Reporting Configuration web page Step 3 Choose the user for which you want to configure historical reporting by either Entering search criteria such as a user name in the Enter Search Criteria text field and then choosing the approp...

Page 291: ...n 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 When the database approaches its maximum size some or all of the data in it must be removed Removing data from a database is ca...

Page 292: ... database based on user specified parameters Manual purging of the database Automatic e mail notification of purging activities Automatic Simple Network Management Protocol SNMP traps and Syslog messages describing purging activities This section describes Configuring Automatic Purging page 10 6 Purging Manually page 10 10 Configuring Automatic Purging The CRS Engine performs automatic purging eac...

Page 293: ...ectory You can view this log file by opening the file in a text editor This section contains the following procedures Setting the Daily Purge Schedule page 10 7 Configuring Purge Schedule Configuration Parameters page 10 8 Setting the Daily Purge Schedule You can change the time of day that the system assesses the need to purge data and the age of data to purge To set the purge schedule complete t...

Page 294: ... following messages depending on the activity that occurs Database purged Announces a purge has taken place and includes an explanation of the purging activity Database approaching maximum size Sends an alert that the database is approaching its maximum size The system can send notifications through the following three methods E mail Syslog system log SNMP traps For e mail notification the eMail s...

Page 295: ...er The default without redundancy is 70 and the default with redundancy is 55 Step 5 From the drop down list in the Initiate an automatic purge when database size exceeds N of 2048 MB accept the default or choose another number The default without redundancy is 80 and the default with redundancy is 65 Step 6 From the drop down menu in the Auto purge data for the oldest N days field accept the defa...

Page 296: ... for the purging threshold Note Support for High Availability remote servers and expansion servers is only available in multiple server deployments To manually purge historical data complete the following steps Procedure Step 1 From the CRS Administration menu bar choose Tools Historical Reporting The Historical Reporting Configuration web page opens Step 2 Click the Purge Now hyperlink on the His...

Page 297: ...This log file is stored in the CRSSQLServerInstallationDirectory Data directory for example c Program 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 Note The runTruncateHistDBL...

Page 298: ...enerated if the historical record queue is exceeded when the database on the Expansion server and CRS server are down You can import the data from these files into the historical database by running the osql command for all data files in the wfavvid SQLData directory The syntax for the osql command is osql E S server CRSSQL i datafilename The table that follows lists the options and parameters for...

Page 299: ... 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 i datafilename i Small i Input file with name of the file to be imported to database Note CRS supports a limited set of databases via ODBC and does not allow connection to a flat file using an ODBC connection Option or Parameter Description ...

Page 300: ...Chapter 10 Managing Cisco CRS Historical Reporting Importing Historical Data from Data Files 10 14 Cisco Customer Response Solutions Administration Guide Release 4 1 1 ...

Page 301: ...me reporting uses Therefore a report run using CRS real time reporting and a report run using Cisco Supervisor Desktop may not display the same information for a given statistic To avoid confusion it might help to make one of these tools your standard reporting tool You must be logged into the CRS Administration web interface to run CRS real time reports Caution Do not run Real Time Reporting on c...

Page 302: ...ctivity Applications Provides a list of all applications loaded on the CRS server Contact Summary Provides information for call contacts e mail contacts and HTTP contacts Also provides the total number of contacts Contacts Provides information about currently active contacts CSQ Unified Contact Center Express Stats Provides information about CSQ activity This report is available only if Unified CC...

Page 303: ...nitial download of the Real Time Reporting Java plug in non Administrative users can access Real Time Reporting on this system Step 2 Choose Tools Real time Reporting from the CRS Administration menu The Application Reporting web page opens in a new window The real time reporting tool requires a Java plug in If the plug ins is not installed on the machine you are using the CRS system prompts you t...

Page 304: ...t opens in the Application Reporting window Note For detailed information about the real time reports that are available see The Report Menu section on page 11 8 Viewing Detailed Subreports You can view more detailed information for selected items in these four reports Application Tasks report Contacts report Applications report Sessions report To view detailed subreports complete the following st...

Page 305: ... To facilitate printing you can open a printable version of a report To print a report complete the following steps Procedure Step 1 Run a report Step 2 From the Application Reporting menu select Tools Open Printable Report A printable version of the report opens in a separate window Step 3 Print the report using your browser s print functionality Resetting Report Statistics The CRS system automat...

Page 306: ... interface should attend to reconnect to the CRS server Whether logged off users appear in reports To set report options complete the following steps Procedure Step 1 From the Application Reporting menu bar choose Settings Options Step 2 The Options dialog box opens Step 3 From the Polling Interval drop down menu choose the refresh rate in seconds Step 4 From the Server Connect Retry Count drop do...

Page 307: ...The Application Reporting User Interface When you choose Tools Real time Reporting from the CRS Administration menu the Application Reporting tool opens a web page in a new window The Application Reporting tool menu bar contains the following options Report Choose this option to display a list of the available top level reports see The Report Menu page 11 8 Tools Choose this option to reset all th...

Page 308: ...ks Menu Option page 11 12 The Contacts Menu Option page 11 13 The Applications Menu Option page 11 17 The Sessions Menu Option page 11 18 The Data Source Usage Menu Option page 11 19 The Overall Unified Contact Center Express Stats Menu Option page 11 19 The CSQ Unified Contact Center Express Stats Menu Option page 11 21 The Resource Unified Contact Center Express Stats Menu Option page 11 23 Fail...

Page 309: ...total for contacts that are connected to resources for example a call connected to an ACD1 agent Terminated Number of terminated contacts since the statistics were last reset This row reports contacts that are ended normally by the application for example a caller hangs up and the application terminates indicating whether the contact was terminated Locally On the local server Remotely On a remote ...

Page 310: ...ke the application because of some error in the application and includes the associated Java exception code Note Java exception codes are dynamic as they can be generated from a variety of sources Note Use the toggle button to access these statistics Handled Number of handled contacts since the statistics were last reset This row reports contacts that are explicitly marked Handled by the applicati...

Page 311: ... for detailed status information for Unified IP IVR and Unified CCX reports Column Heading Description Failover Scenario Connection Status Node 1 Status Node 2 Both nodes are up Fully Connected Node ID current start time Node ID current start time Node 1 is up Node 2 is down Partially Connected Node ID current start time Node ID Not Connected Node 1 is down Node 2 is up Partially Connected Node ID...

Page 312: ...cript may not include error handling that prevents infinite retries if a call is no longer present If the application does not receive a disconnect signal after a call the application repeatedly retries to locate the call and causes the application to run for an unusually long time To prevent this problem include the proper error handling in the application script The Engine Tasks Menu Option Use ...

Page 313: ...Application Task Identifier Parent ID Unique identifier for the parent of the engine task if any Node ID 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 Column Heading...

Page 314: ...view all information related to the call contact To access the Call Contacts Detailed Info web page right click a specific call contact record on the Contacts web page information for that specific record displays The table below describes the information provided on the Call Contacts Detailed Info web page Aborting If True the contact is being aborted with a default treatment if False the contact...

Page 315: ...all leg from the perspective of the calling party Calling Number Calling number of the originator of this call ANI Automatic number identification DNIS Dialed number identification service CLID Caller ID Arrival Type Information on how the call contact arrived in the system Last Redirected Number Number from which the last call diversion or transfer was invoked Original Called Number Originally ca...

Page 316: ...mail message Subject Subject field of this e mail message Attachments List of all attachments file names associated with this e mail message Row Heading Description Row Heading Description State Current state of the contact Inbound If True this HTTP request was received by the CRS server if False this HTTP request was created by an application Note This information will always be reported as True ...

Page 317: ...ssociated with the URL the client sent when the HTTP request was made Protocol Name and version of the protocol the request uses in the form protocol majorVersion minorVersion for example HTTP 1 1 Note This value is the same as the value of the CGI variable SERVER_PROTOCOL Remote Address IP address of the client that sent the request Note This value is the same as the value of the CGI variable REM...

Page 318: ...cation 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 Max Sessions Maximum number of task instances that can run simultaneously on the CRS server Valid If True the application is valid if False the application is invalid 1 1 An application is valid if it was successfully loaded...

Page 319: ...urce and call information State Current state of the session Note When marked IDLE the session is subject to being garbage collected by the system after a specified period of time In addition a session is IN_USE if it still has a contact associated or a child session Idle Time Length of time that the session has been idle Column Name Description Column Name Description Data Source Name Name of the...

Page 320: ...press Stats from the Application Reporting menu bar The table below describes the information provided on the Overall Unified Contact Center Express Stats web page Row Heading Description CSQs Number of CSQs currently configured If a CSQ is added or removed this statistic reflects that change Logged in Resources Number of resources currently logged in Talking Resources Number of resources currentl...

Page 321: ... Handled Number of Unified CCX contacts that have been handled by a resource Contacts Abandoned Number of Unified CCX contacts that have arrived and disconnected before being connected to a resource Avg Talk Duration Average duration in seconds that resources spend talking on Unified CCX contacts Talk duration starts when a contact first connects to a resource and ends when the contact disconnects...

Page 322: ...ng Work and Reserved states Total Contacts Number of total Unified CCX contacts since the statistics were last reset for this CSQ Contacts Waiting Number of Unified CCX contacts waiting to be connected to a resource in this CSQ This column also displays how long the oldest contact has been waiting Contacts oldest contact in queue Duration of longest currently waiting contact Contacts Handled Numbe...

Page 323: ...ess Stats to reset Longest Talk Duration Longest time in seconds agents in this CSQ spend talking to Unified CCX contacts Longest Wait Duration Longest wait in seconds for a contact to be connected to a resource Column Name Description Column Name Description Name ID Unique identifier of the resource State Current state of the resource Duration in State Length of time in seconds the resource has r...

Page 324: ...th the CRS system This section contains the following topics The Reset All Stats Menu Option page 11 24 The Refresh Connections Menu Option page 11 24 The Reset All Stats Menu Option Use the Reset All Stats option to reset all statistics accumulated since the last time the statistics were reset It will not reset active statistics such as active contacts tasks and so on Note The CRS system automati...

Page 325: ... option to view contacts according to Application Task ID numbers Engine Tasks by Application Task ID Choose this option to view Engine tasks according to Application Task ID numbers Detailed Info Choose this option to view more detailed information on selected reports Application Tasks by Application Name Choose this option to view application tasks by application name Contacts by Session ID Choo...

Page 326: ...sks that are associated with the application task Contacts When you use the Views options with the Contacts report the Views menu contains only the Detailed Info option The Detailed Info option provides various detailed information depending on the type of contact selected For example if the contact is a call the Calling Party number the Called Number and so on are displayed for that particular ca...

Page 327: ...d with the selected session Detailed Info Detailed info displays the time the session was created and its current state The Settings Menu The Settings menu of the Application Reporting menu bar allows you to adjust various settings of the Real Time Reporting tool The Settings menu contains the following menu options Options Choose this option to set the polling refresh interval times and to set th...

Page 328: ... logged of agents appear in reports The table below describes the fields in the Options dialog box Click Apply to submit configuration changes Heading Description Polling Interval Time between two requests to the server for new statistics by the client Server Connect Retry Count The number of times that the CRS Administration web interface should attempt to reconnect to the CRS server Note If an e...

Page 329: ... 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 ...

Page 330: ...al Reporting page 12 4 Access real time reports tools and settings see 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 Step 2 If prompted enter your User ID and Password The CRS Supervision web page app...

Page 331: ...owed Agents and CSQs Step 2 When finished click Return to main page Viewing CSQ IDs for Remote Monitoring To view CSQ IDs from the Cisco CRS Supervision web page perform the following steps Procedure Step 1 From the CRS Supervision web page log in as the Remote Monitoring supervisor Step 2 Click the View CSQ hyperlink to view the Agents and CSQs being monitored by this supervisor The CSQ ID column...

Page 332: ...rlink Step 2 For more instructions see the Cisco CRS Historical Reports User Guide Using the CRS User Options Web Interface Use the CRS User Options web page to perform Unified CCX downloads Alternate pronunciations for call by name 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 Step ...

Page 333: ...rt menu choose Run The Run dialog box appears Step 4 In the Open field in the Run dialog box use the Windows Paste function to paste the command line that you copied in Step 2 and then click OK The Enter Network Password dialog box appears Step 5 Enter your user name and password and then click OK The Welcome dialog box appears Step 6 Follow the instructions in the Welcome dialog box to install th...

Page 334: ...unciations Step 4 Repeat Steps 2 and 3 as needed to add other alternate pronunciations To remove an alternate pronunciation for your first name click the alternate pronunciation and then click Remove Step 5 In the Last Name field you can enter an alternate pronunciation of your last name For example if your last name is Smith you might enter Smitty Step 6 Click Add The name moves to a list of alte...

Page 335: ...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 The Unified CM User Options web page appears Step 3 Click on the option you want Step 4 When finished click Logout ...

Page 336: ...Chapter 12 Using the Cisco CRS Supervisor and Cisco CRS User Options Plug Ins Using the CRS User Options Web Interface 12 8 Cisco Customer Response Solutions Administration Guide Release 4 1 1 ...

Page 337: ...P A R T 3 Cisco Customer Response Solutions Reference ...

Page 338: ......

Page 339: ... view and manage CRS database s status and database replication across the CRS cluster see The Datastore Control Center Menu Option page 13 5 System Parameters to set up and change system parameters such as ports default languages and currencies see The System Parameters Menu Option page 13 5 Custom File Configuration to configure the classpath location of custom classes steps and subsystem see Th...

Page 340: ...does not include JTAPI data such as JTAPI Provider CTI Ports and CTI Route Point or RmCM data Note Cisco CRS Administration checks whether all nodes are up during this migration if not CRS Administration asks if you still want to continue If you choose to continue the only way to synchronize with the cluster is to run the ClusterTool bat file located in the c Program Files wfavvid directory from t...

Page 341: ...pped with an option to restart one particular server or all servers in the cluster Display the feature states running or stopped Display the server services running or stopped Configure trace at cluster level View the traces on all machines in the cluster Display the cluster licensing information Control Center Servers Select System Control Center from the CRS Administration menu bar to access the...

Page 342: ...file and upload it to CRS Related Topics About Control Center Management page 8 3 Adding Licenses and Activating Components page 8 10 Control Center Features Select System Control Center from the CRS Administration menu bar to access the Control Center web page then click the Features tab Related Topics About Control Center Management page 8 3 Control Center Features Component Activation From the ...

Page 343: ... since it impacts the server when left turned on under normal operations for example disk space used by replication logs will grow without limit Debugging reports are written to wfavvid log ReplLogs as well as SQL Server logs and NT Event viewer Related Topic Chapter 9 Managing the Cisco CRS Datastores The System Parameters Menu Option Use the System Parameters web page to configure system paramet...

Page 344: ...onfiguration classpath web pages to specify the classpath for custom classes steps and subsystems Choose System Custom File Configuration from the CRS Administration menu bar to access the Custom File Configuration web page and then Click the Classpath for Custom Classes hyperlink to access the Custom Classes Configuration area Click the Classpath for Custom Steps hyperlink to access the Custom St...

Page 345: ...ted after you make changes to these configuration pages List of Custom Steps Subsystems Start Up Order Use the Custom File Configuration Start Up Order pages to specify the order CRS should execute custom steps or subsystems Choose System Custom File Configuration from the CRS Administration menu bar to access the Custom File Configuration web page and then Click the List of Custom Steps hyperlink...

Page 346: ...and side arrow icons User can remove a subsystem entry by selecting one from list box and click Remove Uses the arrow keys to move items up and down on the Select the Order of startup list When finished click Update The table below describes the processes that need to be restarted after you make changes to these configuration pages Related Topics Managing Custom Files page 7 15 The Alarm Configura...

Page 347: ... Engine CRS Editor CRS Cluster View Daemon CRS SQL Server Caution Enabling the debugging feature will affect system performance This section describes the following Trace File Configuration page 13 10 Trace Configuration page 13 10 Agent Historical Repository Trace Configuration page 13 10 Note For detailed information about how to use tracing in your system refer to the Cisco Customer Response So...

Page 348: ...on page navigation bar Related Topics Tracing Configuration page 8 37 Trace Configuration Note Trace Configuration is available for the following CRS components CRS Administration CRS Engine and CRS Cluster View Daemon To access the Trace Configuration page select Trace Configuration from the Tracing page navigation bar Use the checkboxes on this page to select the subfacilities you want to trace ...

Page 349: ...displays a configuration summary page listing all the servers in the cluster Use the checkbox in the Logging column to enable disable trace logging for the selected datastore on a particular server and click Update Related Topics Tracing Configuration page 8 37 The Logout Menu Option To exit CRS Administration without closing your web browser choose System Logout from the CRS Administration menu b...

Page 350: ...Chapter 13 The System Menu The Logout Menu Option 13 12 Cisco Customer Response Solutions Administration Guide Release 4 1 1 ...

Page 351: ...Application Management Menu Option page 14 2 Script Management to add a new script and to view refresh upload or delete an existing script see The Script Management Menu Option page 14 3 Prompt Management Grammar Management Document 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 Manage...

Page 352: ...e displays a list of the applications that are currently configured on your CRS server To add a new application click the Add a New Application hyperlink to access the Add a New Application web page where you select the type of application to create To refresh all application information across the cluster click the Refresh Applications hyperlink Related Topics About CRS Applications page 6 2 Conf...

Page 353: ...yperlink and then on the Upload New Scripts hyperlink Click on the default folder if it already exists to see the following hyperlinks Create New Folder Click this hyperlink to create a new subfolder under the default folder Enter the name of the new subfolder in the Folder Name field and click Create When the folder is successfully created click the Return to Script Management hyperlink to return...

Page 354: ... 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 To access the Prompt Management page select Application Prompt Management The Prompt Management web page also contains the following hyperlinks Create Language Click this hyperlink to create a new language folder see Creating a New Lan...

Page 355: ... Delete icon under the Actions column Upload New Prompts Click this hyperlink to upload a new prompt or zip file so its contents the aef files can be unzipped and uploaded to the repository Related Topics Managing Prompt Files page 7 2 Managing Languages page 7 7 Recording and Uploading Prompt Files page 7 11 Managing Custom Files page 7 15 Refreshing Scripts page 6 29 Grammar Management Several s...

Page 356: ...lder page 7 10 Click on the required folder if it already exists to see the following hyperlinks Create New Folder Click this hyperlink to create a new subfolder under the selected folder Rename Folder Click this hyperlink to rename the required subfolder within the selected folder Alternately click the Rename icon under the Actions column Delete Folder Click this hyperlink to delete a specific su...

Page 357: ...e page 7 9 Delete Language Click this hyperlink to delete an existing language folder see Deleting a Language page 7 9 Upload New Prompts Click this hyperlink to upload a new prompt or zip file see Upload Zip files to a Language Folder page 7 10 Click on the required folder if it already exists to see the following hyperlinks Create New Folder Click this hyperlink to create a new subfolder under t...

Page 358: ...anaging Custom Files page 7 15 Refreshing Scripts page 6 29 AAR Management Use the AAR Management web page to upload an AAR file to CRS 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 ...

Page 359: ...and to resynchronize JTAPI information see The JTAPI Menu Option page 15 2 RmCm to set up your Unified CCX resources The RmCm Menu Option page 15 6 Unified ICME to configure the Unified ICME subsystem to interact with Unified ICME software and to add new Voice Response Units VRU scripts see The Unified ICME Menu Option page 15 14 Database to configure the CRS system to communicate with database se...

Page 360: ... 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 To access the JTAPI Configuration web pages select Subsystems from the CRS Administration menu bar The JTAPI Configuration navigation bar contains the following hyperlinks...

Page 361: ... 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 Related Topic Configuring a JTAPI Provider page 3 6 JTAPI Provider Migration If you need to migrate to a new Unified CM or Unified CM cluster enter the new Unified CM hostname IP address user ...

Page 362: ... Use the JTAPI Call Control Group Configuration web pages to display add modify and delete information about the call control group Select Subsystems JTAPI from the CRS Administration menu bar to access the JTPAI Call Control Group summary web page To modify an existing JTAPI Call Control Group click any hyperlink within the group s summary table entry the JTAPI Call Control Group Configuration pa...

Page 363: ...yperlink on the JTAP Triggers Configuration summary web page Related Topic Provisioning a JTAPI Trigger page 3 13 Resynchronizing JTAPI Information If the JTAPI information JTAPI users CTI ports triggers in the Unified CM is missing or not in sync with CRS data click Resynchronize hyperlink on the JTAPI Configuration pages CRS then Checks whether The JTAPI users exist in Unified CM All the ports b...

Page 364: ...ps resources resource groups Contact Service Queues CSQs and RM Resource Manager JTAPI providers To access the Unified CCX Configuration web page select Subsystems RmCm from the CRS Administration menu bar The Unified CCX Configuration navigation bar contains the following hyperlinks Skills Click this hyperlink to create skills This option is available only with the Unified CCX Enhanced and Premiu...

Page 365: ...page 15 13 Teams Click this hyperlink to create or associate teams with various agents CSQs and supervisors see Teams Configuration page 15 13 For details on the maximum number of agents skills and CSQs that you can configure on your system see About Unified CCX page 4 2 Skills Configuration Note The Skills hyperlink appears on the navigation bar of the Unified CCX Configuration web page only if y...

Page 366: ...extension in order to appear in the list of resources in the Resources area of the Unified CCX Configuration web page For information on assigning Unified CCX extensions see Configuring the RM JTAPI Provider page 4 5 The main area of the Resources area of the Unified CCX Configuration web page contains the following hyperlinks Specific Resource Information Click a hyperlinked resource or the infor...

Page 367: ...signing a Resource Group and Skills to an Individual Agent page 4 19 Resource Group Configuration Use the Resource Group Configuration web page to display and modify the names of existing resource groups and to add new resource groups Click the Resource Group hyperlink on the navigation bar of the Unified CCX Configuration web page to access the Resource Groups summary web page To modify an existi...

Page 368: ... click Name within the summary table entry the CSQ Configuration web page opens On this configuration information page click the Open Printable Report of this CSQ Configuration hyperlink to open the Contact Service Queue Report in a new window For this CSQ the report lists the contact service queue name contact queuing criteria automatic work status resource selection criteria resource pool select...

Page 369: ... menu bar It is unnecessary to create a RM JTAPI user in Unified CM first specify a User ID Password on the this Unified CCX Configuration page automatically creates the user in Unified CM Related Topic Configuring the RM JTAPI Provider page 4 5 Assign Skills Configuration Note The Assign Skills hyperlink appears on the navigation bar of the Unified CCX Configuration web page only if you have purc...

Page 370: ...move Skill button in the Assign Skills area of the Unified CCX Configuration web page the Remove Skill area opens Use the Remove Skill area to remove skills from the selected agents Related Topic Removing Skills from Agents in Bulk page 4 23 Remote Monitor Configuration Note The Remote Monitor hyperlink appears on the navigation bar of the Unified CCX Configuration web page only if you have purcha...

Page 371: ... navigation bar of the Unified CCX Configuration web page only if you purchased a Unified CCX Enhanced or Premium license packages Use the Agent Based Routing Settings areas of the Unified CCX Configuration web page to configure Automatic Work and Wrapup Time To access this configuration area click the Agent Based Routing Settings hyperlink on the navigation bar of any Unified CCX Configuration we...

Page 372: ... Unified ICME Menu Option Note If you are using Unified CCX with the gateway solution Unified CCGX please see the Cisco Unified CCGX Deployment Guide The instructions for configuring Unified CCX with that solution differs from what is described in this guide Unified CCGX provides for the integration of the Unified ICME system with Unified CCX by way of the Unified CCGX The Unified CCGX is a Periph...

Page 373: ... bar to access the Unified ICME Configuration web page The General area automatically opens in the Unified ICME Configuration web page when you first choose the Unified ICME menu option from the Subsystems menu Related Topic Provisioning the Unified ICME Subsystem page 5 3 Configuring General Unified ICME Information page 5 4 Adding an Unified ICME VRU Script Unified ICME uses Unified ICME Voice R...

Page 374: ...tion 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 Note The Database subsystem does not support data...

Page 375: ...atabase Subsystem Configuration summary web page to access the Enterprise Database Subsystem Configuration web page Related Topic 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 ...

Page 376: ... 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 Note If your e mail system...

Page 377: ...og Group Configuration summary web page opens To modify an existing CMT dialog group click any hyperlink within the trigger s summary table entry Cisco Media Termination Dialog Group Configuration web page opens To add a new CMT dialog group click the Add a New CMT Dialog Control Group hyperlink For more information see the section that follows Add a New CMT Dialog Control Group Hyperlink Click th...

Page 378: ...R dialog control groups Related Topics MRCP ASR Provider Configuration page 15 20 MRCP ASR Server Configuration page 15 21 MRCP ASR Dialog Group Configuration page 15 22 MRCP ASR Provider Configuration Use the MRCP ASR Provider Configuration web pages to display add modify and delete information about the vendor of your speech server On any MRCP Configuration web page click the MRCP ASR Provider h...

Page 379: ...e Note You must have a MRCP ASR Provider defined before you can provision a MRCP ASR Server On any MRCP ASR Configuration web page click the MRCP ASR Server hyperlink on the navigation bar to access the MRCP ASR Servers Configuration summary web page To modify an existing ASR Server click any hyperlink within the server s summary table entry the ASR Server Configuration web page opens To add a new...

Page 380: ... ASR Dialog Group click any hyperlink within the group s summary table entry the MRCP ASR Dialog Control Group Configuration web page opens To add a new MRCP ASR Group click the Add MRCP ASR Dialog Control Group hyperlink For more information see the section that follows Add a New MRCP ASR Dialog Control Group Click the Add MRCP ASR Dialog Control Group hyperlink on the MRCP ASR Dialog Group Confi...

Page 381: ... Provider Configuration You will need at least one MRCP TTS Provider for each vendor you will be installing TTS servers for If you install both ScanSoft and Nuance MRCP TTS Servers you will need at least two Providers Use the MRCP TTS Provider Configuration web pages to display add modify and delete information about your TTS Provider On any MRCP TTS Configuration web page click the MRCP TTS Provi...

Page 382: ...RCP TTS Server hyperlink on the navigation bar to access the MRCP TTS Servers Configuration summary web page To modify an existing MRCP TTS Server click any hyperlink within the server s summary table entry the MRCP TTS Server Configuration web page opens To add a new MRCP TTS Server click the Add MRCP TTS Server hyperlink For more information see the section that follows Add a New MRCP TTS Server...

Page 383: ...led information about the status of your CRS system see The Real time Reporting Menu Option page 16 3 Real time Snapshot Config to configure the CRS database connection to a wallboard display see The Real time Snapshot Config Menu Option page 16 3 Historical Reporting to perform Historical Reporting tasks including configuring the database server synchronizing data configuring users installing cli...

Page 384: ...stomer Response Solutions Servicing and Troubleshooting Guide Related Topic Configuring Alarm Settings page 9 11 The Plug ins Menu Option The CRS system includes software components called plug ins that you can use to enhance the CRS Engine You can download these plug ins from the Plug ins web page To access the Plug ins web page select Tools Plug ins from the CRS Administration menu bar The Plug ...

Page 385: ...on 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 You use the Application Reporting web page to access the Real time Reporting tool To access the Application Reporting web page select Tools Real Time Reporting from the CRS Admi...

Page 386: ...Wallboard web page select Tools Real Time Snapshot Config from the CRS Administration menu bar The table below describes the fields in the Real time Snapshot Writing Configuration for Wallboard web page Field Description Data Writing Enabled If checked the system writes the data to the database If not checked the system does not write the data to the database The default is disabled Data Writing I...

Page 387: ...r by performing the following procedure Procedure Step 1 Go to Start Programs Administrative Tools Data Sources ODBC The OBDC Data Source Administrator window opens Step 2 Click the System DSN tab and click Add The Create New Data Source window opens Step 3 In the Create New Data Source window choose a SQL Server driver and click Finish The first Create a New Data Source to SQL Server window opens...

Page 388: ...ver window opens Step 9 In the fourth Create a New Data Source to SQL Server window click Finish The ODBC Microsoft SQL Server window opens Step 10 In the ODBC Microsoft SQL Server window click Test Data Source If the phrase Test completed successfully is returned then click OK If the test is unsuccessful return to the configuration sequence and fix any errors The Historical Reporting Menu Option ...

Page 389: ...automatically purge data per the following configurations Timing of the purge see The Purge Schedule Hyperlink page 16 8 E mail addresses notification and database size criteria for the purge see The Purge Schedule Configuration Hyperlink page 16 8 Purge Now to manually purge data see The Purge Now Hyperlink page 16 9 The Database Server Configuration Hyperlink Use the Database Server Configuratio...

Page 390: ...figuration area of the Historical Reports Configuration web page to control the daily purge schedule and specify how long records should persist before the system purges them 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 Automatic Purging page 10 6 T...

Page 391: ...nfigure a CRS supervisor you are configuring users who can access the CRS Supervisor web pages You are not creating a supervisor for Unified CCX Note Only Administrators can update the CRS system You must select at least one Administrator so that someone is available to perform updates To access the User Management web page to assign administrative privileges to administrators and supervisors sele...

Page 392: ...Unified CM LDAP Configuration area Use page to define setting so CRS will know where the 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 ...

Page 393: ...low describes the fields in the Name Grammar Generation web page 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 Field Heading Description Frequency How often Name Grammar Gene...

Page 394: ...ormation on recording spoken name prompts Related Topic Add Spoken Name Prompts page 7 15 The Troubleshooting Tips Menu Option The CRS system provides the Troubleshooting Tips tool as a way for you to search the troubleshooting database for suggestions on how to solve problems that may arise in the performance of your CRS system For more information see the Cisco Customer Response Solutions Servic...

Page 395: ... Help menu contains the following menu options Contents and Index Choose this option to view the entire Cisco CRS Administrator Guide online help system and index see The Contents and Index Option page 17 2 For this page Choose this option to view context sensitive help see The For This Page Menu Option page 17 3 CRS Documentation on Cisco com Choose this option to view the documentation index pag...

Page 396: ...s in the Cisco CRS Administrator Guide Online Help window Menu Option Description Home Returns you to the beginning of the online help document Search Opens a search window in which you can search for specific words in the online help files 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 Guid...

Page 397: ...web page 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 rt_series_home html The About...

Page 398: ...Chapter 17 The Help Menu The About Menu Option 17 4 Cisco Customer Response Solutions Administration Guide Release 4 1 1 ...

Page 399: ...h 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 Subsystem Availability by License Package page A 2 Historical Report Availability by License Package page A 4 CRS Services Availability by License Package page A 4 CRS Component Availability by License Package page A 6 ...

Page 400: ...icense Package The table that follows lists the subsystems available with each license package Application Unified QM Unified IP IVR Unified CCX Standard Unified CCX Enhanced Unified CCX Premium Cisco Script Application X X X X Busy X X X X X Ring No Answer X X X X X Unified ICME Post Routing X X Unified ICME Translation Routing X X Trigger Unified QM Unified IP IVR Unified CCX Standard Unified CC...

Page 401: ...cense Package eMail Subsystem X X Enterprise Server Data Subsystem X X X HTTP Subsystem X X JTAPI Subsystem X X X X X MRCP ASR Subsystem X X MRCP TTS Subsystem X X RmCM Subsystem X X X X X Voice Browser Subsystem X X VoIP Monitor Subsystem X X Subsystem Unified QM Unified IP IVR Unified CCX Standard Unified CCX Enhanced Unified CCX Premium ...

Page 402: ... each license package Historical Report Type Unified QM Unified IP IVR Unified CCX Standard Unified CCX Enhanced Unified CCX Premium Unified IP IVR X X X X X Unified CCX Standard X Unified CCX Enhanced X X CRS Services None1 Unified QM Unified IP IVR Unified CCX Standard Unified CCX Enhanced Unified CCXPremium CRS Cluster View Daemon X X X X X X CRS Administration X X X X X X CRS Engine X X X X Ci...

Page 403: ...isco Desktop Sync Service X X X Cisco Desktop VoIP Service X X Microsoft DTC2 X X X X X Microsoft SQL Agent X X X X X CRS SQL Server Agent X X X CRS SQL Server Config X X X X X CRS SQL Server Historical X X X X X CRS SQL Server Repository X X X X X 1 Available upon installation before license package is activated 2 Distributed Transaction Coordinator DTC CRS Services None1 Unified QM Unified IP IV...

Page 404: ...S Component available with each license package CRS Component None1 1 Available upon installation before license package is activated Unified QM Unified IP IVR Unified CCX Standard Unified CCX Enhanced Unified CCX Premium CRS Node Manager X X X X X X CRS Engine X X X X X CRS Repository Datastore X X X X X CRS Historical Datastore X X X X X CRS Configuration Datastore X X X X X CRS Agent Datastore ...

Page 405: ...istrative 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 Alarm catalog A file that contains alarms definitions Alarm definition A list of alarms and their properties The definition for each alarm includes the al...

Page 406: ...cript Application Engine A group of Java beans that can be combined in many ways to create applications such as Unified IP IVR The Application Engine is the execution vehicle for all CRS based applications including Unified CCX Unified IP IVR and Unified QM scripts Architecture for Voice Video and Integrated Data See AVVID ASR Automatic Speech Recognition A technology that allows users of Unified ...

Page 407: ...stems These alarms are defined in XML format in files called catalogs which are set up as part of the Cisco CRS installation process CISCO CCM MIB Unified CM Management Information Base Exports the data in the Unified CM database and other data sources Examples of data exports include Unified CM group tables region tables time zone group tables phone detail tables gateway information tables and st...

Page 408: ...d to only one Unified CM In CRS 4 0 one Unified CM supports many CRS Clusters and not just one engine and one CRS cluster which may contain up to 2 CRS Engines binds to one Unified CM Cisco Discovery Protocol See CDP Cisco Media Termination See CMT CISCO VOICE APPS MIB Cisco Voice Applications Management Information Base Provides information about supported SNMP traps CiscoWorks CiscoWorks availab...

Page 409: ... agent s personal computer Codec Coder Decoder A sampling and compression algorithm Comma Separated Value See CSV Component An installation unit either hardware or software that you can install in a CRS system CRS software components include the CRS Engine the Database component the Monitoring component and the recording component Hardware components include servers and client computers You select...

Page 410: ...merger of traditional telecommunications PBX equipment with computers and computer applications The use of caller ID to retrieve customer information automatically from a database is an example of a CTI application CTI Port A virtual port analogous to a trunk line in a traditional ACD or PBX setting A CTI Port allows access to the post pouting capabilities of Unified IP IVR CTI Port Group A group ...

Page 411: ... or IP address directory port number directory user DN directory password base context server type and configuration profile name For each Unified IP IVR system a directory profile must be created There are two directories associated with each Unified IP IVR system the Configuration Directory and the Repository Directory called the Repository DTMF Dual Tone Multi Frequency The signal to the teleph...

Page 412: ...ile 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 For example Name City or Zip Code A group of fields make up a record Grammar A set of spoken phrases or DTMF digits that can be recognized by a script High Availability An optional server in a Cisco CRS deployment that provides failover cap...

Page 413: ... for Unified CCX Enhanced Unified CCX Unified CCX is an application that uses the Cisco Customer Response Solutions CRS platform to provide a multimedia voice data and web IP enabled customer care environment to enhance the efficiency of contact center Unified CCX is available in Unified CCXStandard Unified CCX Enhanced and Unified CCX Premium packages IP Phone Agent An Unified CCX agent without a...

Page 414: ... similar to Open Data Base Connectivity ODBC but is designed specifically for Java programs whereas ODBC is language independent JTAPI Java Telephony Application Programming Interface A call control model developed by Sun Microsystems 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 Director...

Page 415: ... cannot configure the master service MCS Media Convergence Server A turnkey server platform for Cisco AVVID Media Termination See CMT Management Information Base See MIB Media Convergence Server See MCS Media Termination See CMT MIB Management Information Base Database of network management information that is used and maintained by a network management protocol such as SNMP or CMIP The value of a...

Page 416: ...ich help establish control connections to external media streaming devices and media delivery mechanisms like RTP Real Time Protocol 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 PIM Peripheral Interface Manager The Cisco proprietary interface between a p...

Page 417: ...publisher data If the publisher fails then data is written directly to the subscriber s database When the publisher comes back online it synchronizes its data with the data currently in the subscriber s When done it takes over again as publisher Purge To delete both a set of data and all references to the data Real Time Transport Protocol See RTP Record also database record In a database a group o...

Page 418: ...lso executes scheduled reports at their scheduled times based on the time and date of the 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 Server A computer that provides services or resources to other computers called clients connected to i...

Page 419: ...area Enables agents to handle calls associated with their expertise Skill Based Routing The routing of calls to agents with designated skills Snapshot Agent Generates a snapshot or image of the current database data SNMP Simple Network Management Protocol The standard protocol for network management software Using SNMP programs called SNMP agents monitor devices on the network Another program coll...

Page 420: ...en 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 Step A single element in the CRS Editor that accomplishes a specific function Subfacility A traceable software component Subscriber The serve...

Page 421: ...ve value of packets and seeing how far they get until they reach the given destination Trap also SNMP trap A program interrupt usually caused by some exceptional situation in an application In most cases after such an interrupt the operating system performs some action then returns control to the application Trigger Signals that respond to incoming contacts at a specified route point by selecting ...

Page 422: ...ceholder for data VXML also VoiceXML Voice Extensible Markup Language Allows a user to interact with the Internet through voice recognition technology Variable A placeholder for data XML Extensible Markup Language A programming language developed by the World Wide Web Consortium that allows Web developers to create customized tags that will organize and deliver efficiently XML is a metalanguage co...

Page 423: ...pplication management 14 2 Application menu Application Management 14 2 Applications by package license A 2 applications configuration overview 1 13 applications and triggers 6 17 application server 1 3 Applications menu Script Management 14 3 Applications report 11 17 Applications subsystem about 1 9 Application Tasks report 11 12 Application Tasks Summary report 11 10 Application Version 7 30 Ap...

Page 424: ...acing files 13 9 Cisco CRS Engine subsystems 1 9 Applications 1 9 Cisco Media 1 9 Core Reporting 1 9 Database 1 9 eMail 1 9 Enterprise Server 1 9 HTTP 1 9 JTAPI 1 9 MRCP ASR 1 9 RmCm 1 9 TTS 1 9 Unified ICME 1 9 Cisco CRS platform about 1 1 Cisco CRS product family about 1 3 Cisco IP IVR 1 4 Cisco Unified Contact Center Express 1 5 Unified IP IVR 1 4 1 9 Unified Queue Manager 1 6 Cisco CRS Server ...

Page 425: ...ontacts report 11 13 Contact Summary report 11 8 control center system menu 8 3 control center management overview 8 3 Core Reporting subsystem about 1 9 CPU utilization and VRU scripts 6 25 CRS Administration connecting 2 2 CRSAdministrator changing password 8 40 synchronizing password 8 41 CRS Admin Utility about 8 39 account sync refresh 8 43 logging on 8 40 CRS Cluster Active Server 1 7 archit...

Page 426: ...source 5 15 configuration overview 5 12 configuring 5 12 defining OBDS datasource 5 13 supported Enterprise Databases 5 13 Datasource adding 15 17 Datasource Usage report 11 19 Datastore Control Center overview 9 4 datastore failover support and high availability 9 1 Datastore Control Center System menu 13 5 Datastores starting stopping and restarting 9 10 disabling a server 8 12 8 13 Document fil...

Page 427: ... reporting database configuring daily purge schedule 10 7 configuring database server 10 3 importing data files 10 12 purge configuration 10 8 purge schedule management 10 6 Historical reports by package license A 4 historical reports database purging manually 10 10 Historical Reports Database Server about 1 3 HTTP subsystem about 1 9 5 2 5 8 configuration overview 5 8 HTTP triggers adding 6 22 I ...

Page 428: ...ther cluster 8 26 LDAP Information System menu 13 2 LDAP server about 1 2 LDAP Server Information System menu 8 20 LDAP server Information adding 8 21 Least Skilled by Order resource selection 4 29 Least Skilled by Weight resource selection 4 28 Least Skilled resource selection 4 28 license for components adding 8 10 licenses product eMail subsystem 5 16 HTTP subsystem 5 8 JTAPI Subsystem 3 4 trig...

Page 429: ...configuration 15 22 MRCP ASR Provider Configuration 15 20 MRCP ASR Server Configuration 15 21 MRCP ASR subsystem about 1 9 MRCP Automatic Speech Recognition server about 1 3 MRCP Text to Speech server about 1 3 MRCP TTS provisioning 3 28 MRCP TTS Provider Configuration 15 23 MRCP TTS Server Configuration 15 24 MRCP TTS subsystem about 1 9 3 28 provisioning 3 28 N nickname 12 5 node definition 8 2 ...

Page 430: ... 9 1 snapshot agent 9 2 purge configuration parameters 10 8 PurgeProcess log 10 7 purging automatic 10 6 manual 10 8 purging manually 10 10 Q Queuing calls with IPCC 3 19 R real time reports about 11 1 Applications 11 17 Application Tasks 11 12 Application Tasks Summary 11 10 available reports 11 2 Contacts 11 13 Contact Summary 11 8 CSQ Unified CCX Stats 11 21 Datasource Usage 11 19 Engine Tasks ...

Page 431: ...om individual agents 4 22 resource selection Circular 4 30 Least Skilled 4 28 Least Skilled by Order 4 29 Least Skilled by Weight 4 28 Linear 4 30 Longest Available 4 28 4 30 Most Handled Contacts 4 28 4 30 Most Skilled 4 28 Most Skilled by Order 4 28 Most Skilled by Weight 4 28 Shortest Average Handle Time 4 28 4 30 Resource Unified CCX Stats report 11 23 Resynchronizing JTAP information 15 5 ret...

Page 432: ...ving from agents in bulk 4 23 removing from individual agents 4 22 snapshot agent publisher 9 2 spoken name prompt adding 7 15 SQL server service dependencies 8 9 standby server 8 2 8 6 standby service definition 8 3 subscriber cluster manager 1 8 database 9 1 subscription agent 9 2 subscription agent subscriber 9 2 subsystems by package license A 2 Subsystems menu 15 1 Add a New Dialog Control Gr...

Page 433: ...s Parameters System menu 8 32 T team configuring 4 39 creating a team 4 41 deleting a team 4 43 making changes to agents on a team 4 42 Tools menu 16 1 Alarm Definition 16 2 Applications 11 17 Application Tasks 11 12 Application Task Summary 11 10 Contacts 11 13 Contact Summary 11 8 CSQ Unified CCX Stats 11 21 Database Server Configuration 16 7 Datasource Usage 11 19 Engine Tasks 11 12 Historical ...

Page 434: ...ng agents on Unified CM 4 18 installing agent desktop 12 5 Unified CCX Agent Desktop about 1 5 Unified CCX Call Monitoring server about 1 3 Unified CCX components 1 5 Contact Service Queues 1 5 Resource Manager 1 5 Unified CCX Agent Desktop 1 5 Unified CCX Enhanced about 4 2 Unified CCX Premium about 4 2 Unified CCX Standard about 4 2 Unified CM about 1 2 configure users 4 9 configuring Unified CC...

Page 435: ...VRU scripts configuring 5 6 Unified ICM VRU scripts configuring 15 16 Unified IP IVR about 1 4 1 9 Unified Queue Manager about 1 6 uploading scripts 6 25 users configuring in Unified CM 4 9 V voice gateways 1 2 VRU scripts uploading time 6 25 VXML applications Default TTS provider 3 33 Z zip files uploading 7 10 ...

Page 436: ...Index IN 14 Cisco Customer Response Solutions Administration Guide Release 4 1 1 ...

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