Cisco CRS-1 - Carrier Routing System Router, CRS Release 4.1(1) Administration Manual

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

Americas Headquarters

Cisco Systems, Inc.
170 West Tasman Drive
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Tel: [phone]

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

Copyright © 2007 Cisco Systems, Inc. All rights reserved.

Preface xix

Audience xx
Organization xx
Related Documentation xxiii
Conventions xxiii
Obtaining Documentation xxv

Cisco.com xxv
Product Documentation DVD xxv
Ordering Documentation xxvi

CONTENTS

PART

1 Cisco Customer Response Solutions: Overview

CHAPTER

Documentation Feedback xxvi
Cisco Product Security Overview xxvi

Reporting Security Problems in Cisco Products xxvii
Product Alerts and Field Notices xxviii
Obtaining Technical Assistance xxviii

Cisco Support Website xxviii

Submitting a Service Request xxix

Definitions of Service Request Severity xxx
Obtaining Additional Publications and Information xxxi

1 Introducing Cisco Customer Response Solutions 1-1

About the Cisco Unified Communications Components 1-2
The Cisco CRS Product Family 1-3

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Contents

Unified IP IVR 1-4

Unified CCX 1-5

Unified QM 1-6
About CRS Cluster Architecture 1-6

About the CRS Active Server 1-7
About the Cisco CRS Engine 1-8
Setting Up CiscoCRS 1-10

Provisioning the Telephony and Media Subsystems 1-10

Provisioning the Cisco CRS Subsystems 1-11

Provision the Unified CCX Subsystem 1-11
Provision the Additional CRS Subsystems 1-12

Configuring Cisco CRS Applications 1-13

CHAPTER

PART

2 Cisco Customer Response Solutions: Configuration

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

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 Configuration Web Pages 2-4

Using the Navigation Bar 2-5

Using Other Hyperlinks and Buttons 2-5

CHAPTER

3 Provisioning Telephony and Media 3-1

About CRS Telephony and Media 3-2

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Provisioning Channels to Handle Calls 3-3

Telephony and Media Resources Provisioning Checklist 3-4
Provisioning the JTAPI Subsystem 3-4

Configuring a JTAPI Provider 3-6

Provisioning JTAPI Call Control Groups 3-8

Provisioning a JTAPI Trigger 3-13

Provisioning JTAPI Triggers for Unified CCX Queuing 3-19
Updating the JTAPI Client 3-19
Provisioning the Cisco Media Subsystem 3-20
Provisioning ASR and TTS in Cisco CRS 3-22

Before You Provision ASR/TTS 3-22
Provisioning the MRCP ASR Subsystem 3-23

Contents

CHAPTER

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

4 Provisioning Cisco Unified CCX 4-1

About Unified CCX 4-2

Unified CCX Subsystem Provisioning Checklist 4-4

Configuring the RM JTAPI Provider 4-5

Provisioning the RM JTAPI Provider 4-5
Associating Agent Extensions with the RM JTAPI Provider 4-6

Configuring Unified CM for Unified CCX 4-7

Displaying Unified CM Cluster Nodes in Unified CCX 4-7

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Contents

Invoking Unified CM Administration 4-8
Defining Unified CM Users as Agents 4-9

Guidelines for Configuring Agent Phones 4-10

Assigning Unified CM Users as Unified CCX Agents 4-11
Creating, Modifying, and Deleting Resource Groups 4-12

Creating a Resource Group 4-12
Modifying an Existing Resource Group Name 4-13
Deleting a Resource Group 4-14

Creating, Modifying, and Deleting Skills 4-15

Creating a Skill 4-15
Modifying an Existing Skill Name 4-16
Deleting a Skill 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 4-31
Resource Pool Selection Criteria: Between Skills and Groups 4-32
Resource Skill Selection Criteria Within a CSQ 4-33

Configuring and Using Remote Monitoring 4-35

Creating a Remote Monitoring Supervisor 4-36

Assigning Resources and CSQs to a Supervisor 4-37
Configuring Agent-Based Routing 4-38
Creating, Modifying, and Deleting Teams 4-39

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Creating a Team Supervisor 4-40

Creating Teams 4-41

Modifying Agents on Teams 4-42

Deleting a Team 4-43
Unified Gateway Auto-Configuration Details 4-43

Contents

CHAPTER

CHAPTER

5 Provisioning Additional Subsystems 5-1

About Additional Subsystems 5-2
Provisioning the Unified ICME Subsystem 5-3

Configuring General Unified ICME Information 5-4

Configuring Unified ICME VRU Scripts 5-6
Provisioning 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

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 Ring-No-Answ er Ap plication 6-8

Configuring the Unified ICME Post-Routing Application 6-10

Configuring the Unified ICME Translation-Routing Application 6-13

Configuring the Remote Monitoring Application 6-15
Adding Application Trigge rs 6-17

Adding a JTAPI Trigger 6-18

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Contents

Adding JTAPI Triggers from an Application Web Page 6-19
Adding JTAPI Triggers from the JTAPI Subsystem 6-19

Adding an HTTP Trigger 6-20

Adding HTTP Triggers from an Application Web Page 6-21
Adding HTTP Triggers from the HTTP Subsystem 6-22

Managing Scripts 6-24

Uploading New Scripts 6-25

Viewing or Downloading a Script File 6-27

Refreshing 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

CHAPTER

Sample Scripts 6-34

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 a Language 7-9
Deleting a Language 7-9
Upload Zip files to a Language Folder 7-10
Unzipping a Document File After Uploading 7-11

Recording and Uploading Prompt Files 7-11

Recording a Prompt 7-13
Add Spoken Name Prompts 7-15

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Managing Custom Files 7-15

Specify Custom Classpath Entries 7-16
Specify the Custom Steps Startup Order 7-17
Specify the Custom Subsystems Start Up Order 7-18

Managing AAR Files 7-18

Creating AAR Files 7-21
Uploading AAR Files 7-21
The META-INF Directory 7-21
The Prompts, Grammars, Documents, and Scripts Directories 7-22

The Prompts Directory 7-22

The Grammars Directory 7-22

The Documents Directory 7-23

The Scripts Directory 7-23

Contents

CHAPTER

AAR Manifest 7-23
Attribute Types 7-25

Main Attributes 7-25

Per-Entry Attributes 7-27

The META-INF Directory Attributes 7-28

8 Managing the Cisco CRS System 8-1

Control Center Terminology 8-2
About Control Center Management 8-3
High Availability and Automatic Failover 8-6

Network Partitions 8-7

Managing the Control Center 8-7

Adding Licenses and Activating Components 8-10

Adding a License 8-10
Activating a Component 8-11
Removing a Server 8-12

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Contents

Disabling a Server 8-13
Starting, Stopping, and Restarting CiscoCRS Services 8-14
Reelect Master 8-15
Server Traces 8-16
Server Details 8-17

Managing the Cisco CRS Engine 8-18

Monitoring Service Status 8-18
Controlling the Auto Refresh Interval 8-19

Managing CRS LDAP Server Information 8-20

Adding LDAP Server Information 8-21
Additional DCD Information 8-25
Additional AD 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 Admin Utility 8-40

Changing the CRSAdministrator Password 8-40

Synchronizing the CRS Administrator Password 8-41

Changing the Unified CM Service Password 8-42

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Synchronizing the Cisco Historical Reports User password 8-43

Refreshing Account Sync Status 8-43

LogLevel Entry in Registry 8-44
CRS Serviceability Utility 8-44

Launching the Cisco CRS Serviceability Utility 8-45

Synchronizing LDAP Bootstrap Information 8-46

Updating Property File information 8-46

Updating CRS IP Address Information 8-47

Updating Unified CM IP Address Information 8-48

Examples: Updating Cisco CRS IP Address information 8-49

Updating the LDAP password 8-53

Contents

CHAPTER

CHAPTER

9 Managing 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

10 Managing Cisco CRS Historical Reporting 10-1

About the CRS Historical Datastore 10-2
Historical Reporting Configuration 10-2

Configuring Database Server Limits 10-3
Specifying Users for Historical Reporting 10-4

Purging Historical Data 10-5

Configuring Automatic Purging 10-6

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Contents

Setting the Daily Purge Schedule 10-7

Configuring Purge Schedule Configuration Parameters 10-8
Purging Manually 10-10

Truncating Database Transaction Log Files 10-11
Importing Historical Data from Data Files 10-12

CHAPTER

11 Reporting on Real-Time CRS Data 11-1

Available CRS Real-time Reports 11-2
Opening Real-time Reporting 11-3
Running Reports 11-4
Viewing Detailed Subreports 11-4
Printing Reports 11-5
Resetting Report 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

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The Engine Tasks Menu Option 11-12

The Contacts Menu Option 11-13

The Applications Menu Option 11-17

The Sessions Menu Option 11-18

The Data Source Usage Menu Option 11-19

The Overall Unified Contact Center Express Stats Menu Option 11-19

The CSQ Unified Contact Center Express Stats Menu Option 11-21

The Resource Unified Contact Center Express Stats Menu Option 11-23

Failover Behavior for Unified Contact Center Express Stats 11-23

The Tools Menu 11-24

The Reset All Stats Menu Option 11-24

The Refresh Connections Menu Option 11-24
The Views Menu 11-25

Application Tasks 11-25

Contacts 11-26

Applications 11-26

Sessions 11-27
The Settings Menu 11-27

The Options Menu Option 11-28

Contents

CHAPTER

PART

3 Cisco Customer Response Solutions: Reference

12 Using the Cisco CRS Supervisor and Cisco CRS User Options Plug-Ins 12-1

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 Pronunciations 12-5
Accessing the Unified CM User Options page 12-6

CHAPTER

13 The System Menu 13-1

The LDAP Information Menu Option 13-2
The Control Center Menu Option 13-3

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Contents

Control Center/Servers 13-3
Servers/Display Licenses 13-4
Servers/Add License(s) 13-4
Control Center/Features 13-4
Control Center/Features/Component Activation 13-4

The Datastore Control Center Menu Option 13-5
The System Parameters Menu Option 13-5
The Custom File Configuration Menu Option 13-6

Custom Classes/Steps/Subsystems 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

CHAPTER

CHAPTER

Trace File Configuration 13-10
Trace Configuration 13-10
Agent/Historical/Repository Trace Configuration 13-10

The Logout Menu Option 13-11

14 The Applications Menu 14-1

The Application Management Menu Option 14-2
The Script Management Menu Option 14-3
Prompt Management 14-4
Grammar Management 14-5
Document Management 14-7
AAR Management 14-8

15 The Subsystems Menu 15-1

The JTAPI Menu Option 15-2

JTAPI Provider Configuration 15-3

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JTAPI Provider Migration 15-3
JTAPI Call Control Group Configuration 15-4

Adding a New JTAPI Call Control Group 15-4
JTAPI Triggers Configuration 15-5

Adding a JTAPI Trigger 15-5
Resynchronizing JTAPI Information 15-5

The RmCm Menu Option 15-6

Skills Configuration 15-7

Adding a New Skill 15-8
Resources Configuration 15-8

Modifying a Resource 15-9
Resource Group Configuration 15-9

Adding a New Resource Group 15-9

Contents

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 Team Hyperlink 15-14

The Unified ICME Menu Option 15-14

Unified ICME Configuration 15-15
Adding an Unified ICME VRU Script 15-15

Add a New Unified ICME VRU Script 15-16

The Database Menu Option 15-16

Database Subsystem Configuration 15-16

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Contents

Adding a New Data Source 15-17

The HTTP Menu Option 15-17

HTTP Configuration 15-17
Add a New HTTP Trigger 15-18

The eMail Menu Option 15-18

eMail Configuration 15-18

The Cisco Media Menu Option 15-19

Add a New CMT Dialog Control Group Hyperlink 15-19

The MRCP ASR Menu Option 15-19

MRCP ASR Provider Configuration 15-20

Add a New MRCP ASR Provider 15-21
MRCP ASR Server Configuration 15-21

CHAPTER

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

16 The Tools Menu 16-1

The Alarm Definition Menu Option 16-2
The Plug-ins Menu Option 16-2
The Real-time Reporting Menu Option 16-3
The Real-time Snapshot Config Menu Option 16-3
The Historical Reporting Menu Option 16-6

The Database Server Configuration Hyperlink 16-7
The User Configuration Hyperlink 16-7

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The Purge Schedule Hyperlink 16-8
The Purge Schedule Configuration Hyperlink 16-8
The Purge Now Hyperlink 16-9

The User Management Menu Option 16-9

The User Management Menu Option 16-9
The Unified CM LDAP Configuration 16-10
The Name Grammar Generation Configuration 16-10
The Spoken Name Upload Menu Option 16-12

The Troubleshooting Tips Menu Option 16-12

Contents

CHAPTER

APPENDIX

I

NDEX

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 Cisco CRS Licensing Packages A-1

Application Availability by License Package A-2
Trigger Availability by License Package A-2
Subsystem Availability by License Package A-2
Historical Report Availability by License Package A-4
CRS Services Availability by License Package A-4
CRS Component Availability by License Package A-6

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Contents

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Preface

The Cisco Customer Response Solutions Administration Guide provides
instructions for using the Cisco Customer Response Solutions (CRS)
Administration web interface to provision the subsystems of the Cisco CRS
package and to configure Cisco CRS applications.

This guide shows you how to implement three 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 applications, the CRS Engine, and other components of the Cisco

Unified Communications framework.

• Familiarize yourself with the menus and menu options of the CRS

Administration web interface.

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Audience

Audience

The Cisco Customer Response Solutions Administrator Guide is written for
business analysts and application designers who have the domain-specific
knowledge required to create multimedia and telephony customer response
applications. Experience or training with Java is not required but is useful for
making best use of the capabilities of the Cisco Unified Communications
framework.

Organization

This guide is divided into three parts.

• Part 1, “Cisco CR S: Overview”, provides an overview of the Cisco CRS

Preface

components and CRS Administration web interface.

• Part 2, “Cisco CRS: Configuration,” describes the tasks necessary for

configuring Cisco CRS.

• Part 3, “Cisco CR S: Reference,” describe s the menu options of the and the

available real-time reports.

Part 1 contains the following chapters:

Chapter Title Description

Chapter 1 Introducing Cisco

Customer Response
Solutions

Chapter 2 Introducing the CRS

Administration Web
Interface

Describes key features of the
Cisco CRS system. Provides an
overview of the configuration tasks
necessary to configure and
administer Cisco CRS.

Provi d es a n over v i ew o f t h e
CRS Administration web interface.

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Preface

Organization

Part 2 contains the following chapters:

Chapter Title Description

Chapter 3 Managing the Cisco CRS

System

Chapter 4 Managing the Cisco CRS

Datastores

Chapter 5 Provisioning Telephony

and Media

Chapter 6 Provisioning Cisco

Unified CCX

Describes how to configure, control,
and monitor CRS component
activities and information in a
CRS Cluster.

Describes how to manage and
monitor agent, historical, repository,
and configuration data n a
CRS Cluster.

Introduces the CRS telephony and
media subsystems and describes how
to provision the JTAPI (Java
T elephony Application Programming
Interface), CMT (Cisco Media
Termination), .MRCP ASR
(Automated Speech Recognition),
and MRCP TTS (Text-To -Speech)
subsystems.

Describes how to provision Cisco
Unified CallManager (Unified CM)
and the Unified CCX subsy stem.

Chapter 7 Provisioning Additional

Chapter 8 Configuring Cisco

Chapter 9 Managing Prompts,

Describes how to provision the Cisco

Subsystems

Intelligent Contact Management
Enterprise (Unified ICME), HTTP,
Database, and eMail subsystems.

Describes how to configure

Applications

Cisco Busy applications,
Cisco Ring-No-Answer applications,
Cisco ICME post-routing and
translation-routing applications and
how to manage script files.

Describes how to manage prompt,

Grammars, Documents,

grammar, and document files.

and Custom Files

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Organization

Preface

Chapter Title Description

Chapter 10 Managing Cisco CRS

Historical Reporting

Describes how to configure the
database server, schedule data
synchronization, configur e historical
report users, and set up automatic and
manual purging of the Cisco CRS
historical reports databases.

Chapter 11 Reporting on Real-Time

CRS Data

Describes how to run real-time
reports on CRS data. Provides
directions for launching sub-reports,
printing reports, refreshing reports,
and setting report options.

Part 3 contains the following chapters:

Chapter Title Description

Chapter 12 The System Menu Describes the options under t he

System menu of the
CRS Administration menu bar.

xxii

Chapter 13 The Applications Menu Describes the options under th e

Applications menu of the
CRS Administration menu bar.

Chapter 14 The Subsystems Menu Describes the options under t he

Subsystems menu of the
CRS Administration menu bar.

Chapter 15 The Tools Menu Describes the options under the T ools

menu of the CRS Administration
menu bar.

Chapter 16 The Help Menu Describes the options under the Help

menu of the CRS Administration
menu bar.

Appendix A Cisco CRS Licensing

Packages

Describes the features that are
available with each Cisco CRS
license package.

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

Preface

Related Documentation

Refer to the following docum ents for furthe r infor mation about Cis co CRS
applications and products:

• Cisco Customer Response Solutions Installation Guide

• Cisco Customer Response Solutions Servicing and Troubleshooting Guide

• Cisco Customer Response Solutions Historical Reports User Guide

• Cisco CRS Scripting and Development Series: 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

Related Documentation

These documents are available on Cisco.com at

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_sup po
rt_series_home.html. The CRS Administration GUI also provides a direct link to

this web site. See “The CRS Documenation Link Option” section on page 17-3.

Conventions

This manual uses the following conventions:

• Cisco Unified Contact Center Gateway Express Deployment Guide

• Cisco CallManager Administration Guide

• Cisco CallManager System Guide

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Conventions

Preface

Convention Description

boldface font Boldface font is used to indicate commands, such as user

entries, keys, buttons, and folder and submenu names. For
example:

• Choose Edit > Find.

• Click Finish.

italic font Italic font is used to indicate the following:

• To introduce a new term. Example: A skill group is a

collection of agents who share 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 brackets are used to indicate the following:

• For arguments where the context does not allow italic,

such as ASCII output.

• A character string that the user enters but that does not

appear on the window such as a password.

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Preface

Obtaining Documentation

Cisco documentation and additional literature are available on Cisco.com. This
section explains the product documentation resources that Cisco offers.

Cisco.com

You can access the most current Cisco documentation at this URL:

http://www.cisco.com/techsupport

You can access the Cisco website at this URL:

http://www.cisco.com

You can access international Cisco websites at this URL:

Obtaining Documentation

http://www.cisco.com/public/countries_languages.shtml

Product Documentation DVD

The Product Documentation D VD 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/home/home.htm

The Product Documentation DVD is created and released regularly. DVDs are
available singly or by subscription. Registered Cisco.com users can order a
Product Documentation DVD (product number DOC-DOCDVD= or
DOC-DOCDVD=SUB) from Cisco Marketplace at the Product Documentation
Store at this URL:

http://www.cisco.com/go/marketplace/docstore

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Documentation Feedback

Ordering Documentation

You must be a registered Cisco.com user to access Cisco Marketplace. Registered
users may order Cisco documentation at the Product Documentation Store at this
URL:

http://www.cisco.com/go/marketplace/docstore

If you do not have a user ID or password, you can register at this URL:

http://tools.cisco.com/RPF/register/register.do

Documentation Feedback

You can provide feedback about Cisco technical documentation on the
Cisco Support site area by entering your commen ts in the feedback form av ailable
in every online document.

Preface

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 security vulnerabilities in Cisco products

• Obtain assistance with security incidents that involve Cisco products

• Register to receive security information from Cisco

A current list of security advisories, security notices, and security responses for
Cisco products is available at this URL:

http://www.cisco.com/go/psirt

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Preface

To see security advisories, security notices, and s ecurity responses as they are
updated in real time, you can subscribe t o the Product Security In cident Response
Team Really Simple Syndication (PSIRT RSS) feed. Information about how to
subscribe to the PSIRT RSS feed is found at this URL:

http://www.cisco.com/en/US/products/products_psirt_rss_feed.html

Reporting Security Problems in Cisco Products

Cisco is committed to delive ring secur e prod ucts. We test our products internally
before we release them, and we strive to correct all vulnerabilities quickly. If you
think that you have identified a vulnerability in a Cisco product, contact PSIRT:

• For emergencies only —[e-mail]

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.

Cisco Product Security Overview

• For nonemergencies—[e-mail]

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 Good Privac y (PGP) or a compatible product (for

example, GnuPG) to encrypt any sensitive information that you send to Cisco.
PSIR T can work with information that has been encrypted with PGP versions 2.x
through 9.x.

Never use a revoked encryption key or an expired encryption key. The correct
public key to use in your correspondence with PSIRT is the one linked in the
Contact Summary section of the Security Vulnerability Policy page at this URL:

http://www.cisco.com/en/US/products/products_security_vulnerability_policy.ht
ml

The link on this page has the current PGP key ID in use.

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Product Alerts and Field Notices

If you do not have or use PGP, contact PSIRT to find other means of encrypting
the data before sending any sensitive material.

Product Alerts and Field Notices

Modifications to or up dates about Cisco product s are announced in Cisco Product
Alerts and Cisco Field Notices. You can receive these announcements by using
the Product Alert Tool on Cisco.com. This tool enables you to create a pr ofile an d
choose those products for which you want to receive information.

To access the Product Alert Tool, you must be a registered Cisco.com user.
Registered users can access the tool at this URL:

http://tools.cisco.com/Support/PAT/do/ViewMyProfiles.do?local=en

Preface

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 addition, if you have a valid Cisco service contract,
Cisco T echnical Assistance Center (TAC) engineer s provide telephone su pport. If
you do not have a valid Cisco service contract, contact your reseller.

Cisco Support Website

The Cisco Support website provides online documents and tools for
troubleshooting and resolving technical issues with Cisco products and
technologies. The website is available 24 hours a day at this URL:

http://www.cisco.com/en/US/support/index.html

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Preface

Obtaining Technical Assistance

Access to all tools on the Cisco Support website requires a Cisco.com user ID and
password. If you have a valid service contract but do not have a user ID or
password, you can register at this URL:

http://tools.cisco.com/RPF/register/register.do

Note Before you submit a request for service on line or by phone, use the Cisco Product

Identification Tool to locate your product serial number . You can access this too l

from the Cisco Support website by clicking the Get Tools & Resources link,
clicking the All T ools (A-Z) tab, and then ch oosing Cisco Product Identification
Tool from the alphabetical list. This tool offers three search options: by product
ID or model name; by tree view; or, for certain products, by copying and pasting
show command output. Search results show an illustration of your product with
the serial 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
documentation, not the entire Cisco.com website. After using the Search box on
the Cisco.com home page, click the Advanced Search link next to the Search box
on the resulting page and then click the Technical Support & Documentation
radio button.

To provide feedback about the Cisco.com website or a particular technical
document, click Contacts & Feedback at the top of any Cisco.com web page.

Submitting a Service Request

Using the online TAC Service Request Tool is the fastest way to open S3 and S4
service requests. (S3 and S4 service requests are those in which your network is
minimally impaired or for which you require product information.) After you
describe your situation, the TAC Service Request Tool provides recommended

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solutions. If your issue is not resolved using the recommended resources, your
service request is assigned to a Cisco engineer. The TAC Service Request Tool is
located at this URL:

http://www.cisco.com/techsupport/servicerequest

For S1 or S2 service requests, or if you do not have Internet access, contact the
Cisco TAC by telephone. (S1 or S2 service requests are those in w hich your
production network is down or severely degraded.) Cisco engineers are assigned
immediately to S1 and S2 service requests to help keep your business operations
running smoothly.

To open a service request by telephone, use one of the following numbers:
Asia-Pacific: [phone]

Australia: 1 800 805 227
EMEA: [phone]
USA: 1 800 553 2447

Preface

For a complete list of Cisco TAC contacts, go to 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.

Severity 2 (S2)—Operation of an existing network is severely degraded, or
significant aspects of your business operations are negatively affected by
inadequate performance of Cisco products. You and Cisco will commit full-time
resources during normal business hours to resolve the situation.

Severity 3 (S3)—Op erational performance o f the network is i mpaired while most
business operations remain functional. You and Cisco will commit reso urces
during normal business hours to restore servi ce to satisfactor y levels.

Severity 4 (S4)—You require information or assistance with Cisco product
capabilities, installation, or configuration. There is little or no effect on your
business operations.

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Preface

Obtaining Additional Publications and Information

Obtaining Additional Publications and Information

Information about Cisco products, technologies, and network solutions is
available from various online and printed sources.

• The Cisco Online Subscription Center is the website where you can sign up

for a variety of Cisco e-mail ne wslette rs and oth er communicati ons. Create a
profile and then select the subscriptions that you would like to receive. To
visit the Cisco Online Subscription Center, go to this URL:

http://www.cisco.com/offer/subscribe

• The Cisco Product Quick Reference Guide is a handy, compact reference tool

that includes brief product overvie ws, key features, samp le part numbers, and
abbreviated technical specifications for many Cisco products that are sold
through channel partners. 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. V isit Cisco Marketplace, the company
store, at this URL:

http://www.cisco.com/go/marketplace/

• Cisco Press publishes a wide range of general networking, training, and

certification titles. Both new and experienced users will benefit from these
publications. For current Cisco Press titles and other information, go to
Cisco Press at this URL:

http://www.ciscopress.com

• Internet Protocol Journal is a quarterly journal published by Cisco for

engineering professionals involved in designing, developing, and operating
public and private internets and intranets. You can access the Internet
Protocol Journal at this URL:

http://www.cisco.com/ipj

• Networking products offered by Cisco, as well as customer support services,

can be obtained at this URL:

http://www.cisco.com/en/US/products/index.html

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Obtaining Additional Publications and Information

• Networking Professionals Connection is an interactive website where

networking professionals share questions, suggestions, and information
about networking products and technologies with Cisco experts and other
networking professionals. Join a discussion at this URL:

http://www.cisco.com/discuss/networking

• “What’ s Ne w in Cisco Documentation” is an online publication that pro vides

information about the latest documentation releases for Cisco products.
Updated monthly, this online publication is organized by product cate g ory 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:

http://www.cisco.com/univercd/cc/td/doc/abtunicd/136957.htm

• World-class networking training is available from Cisco. You can view

current offerings at this URL:

http://www.cisco.com/en/US/learning/index.html

Preface

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P

ART

1

Cisco Customer Response Solutions:
Overview

CHAPTER

1

Introducing Cisco Customer Response
Solutions

The Cisco Customer Response Solutions (CRS) platform provides a multimedia
(voice, data, and web) IP enabled customer-care application environment that
enhances the efficiency of contact centers by simplifying business integration,
easing agent administration, increasing agent flexibility, and enhancing network
hosting.

The following sections pro vide an ov erview of the conf iguration and manag ement
components of the Cisco CRS p roduct famil y:

• About the Cisco Unified Communications Components, page 1-2

• The Cisco CRS Product Family, page 1-3

• About CRS Cluster Archit ecture, page 1-6

• Setting Up Cisco CRS, page 1-10

• Running and Managing Cisco CRS, page 1-15

• Where To Go From Here?, page 1-16

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Chapter 1 Introducing Cisco Customer Response Solutions

About the Cisco Unified Communications Components

About the Cisco Unified Communications
Components

A Cisco Unified Communications solution system contains the following
components:

• Gateway—Connects the Unified Communications network to the Public

Switched T elephon e Network (PSTN) and to other pri v ate teleph one systems
such as PBX.

• Cisco Unified CallManager (Unified CM) Server—Provides the features

required to implement IP phones, manage gateways, provide fai love r an d
redundancy service for the telephony system, and direct Voice over IP (VoIP)
traffic to the Cisco CRS system.

• Lightweight Directory Access Protocol (LDAP) Server—Manages and shares

configuration, component, and application information within the Cisco CRS
cluster and communicates 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-r outing applications, Busy appl ications, Ring No
Answer applications, and VXML 2.0 applications. You can position your
Cisco CRS application server anywhere on the IP network and administer
your applications from a web browser on any computer on the IP network.
Because Cisco CRS uses an open architecture that supports industry
standards, you can integrate your applications with a wide variety of
technologies and products such as Enterp rise data bases and Un ified CCX
Agent Desktop.

Note If you are using Microsoft Internet Explorer Version 7.0, verify that

the popup blocker is disabled.

• Cisco CRS Editor—Allows application developers to use a simple graphical

user interface (GUI) to create, modify, and debug Cisco CRS scripts for
automating customer interactions. Each script consists of a series of steps,
implemented as Java Beans.

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Chapter 1 Introducing Cisco Customer Response Solutions

• Cisco CRS Administration web interface—Pro vides web bro wser that allows

administrators to configure and manage Cisco CRS Datastores, Servers and
Applications.

• Cisco IP Agent and Supervisor Desktops —Desktop programs that allow

Unified CCX agents and supervisors to log into the system, change agent
states, and monitor status.

• MRCP Automatic Speech Recognition (ASR) server—( Optional.) Dedicated

server that performs real-time speech recognition.

• MRCP Text-t o-Speech (TTS) se rver—(Optional.) Dedicated server that

converts text into speech and plays it back to the caller.

• Unified CCX Call Statistics, Recording, and Monitoring Server—Dedicated

server that maintains Cisco Unified Contact Center Express (U nified CCX)
call statistics and that provides for recording and call monito rin g for Unified
CCX Enhanced.

The Cisco CRS Product Family

• 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), and Agent
Datastore (ADS).

• Historical Reporting Client—Cisco Unified IP IVR (Unified IP IVR)

applications can generate a variety of historical reports that provide detailed
CCDR records, application performance, and traffic analysis information.

The Cisco CRS Product Family

The Cisco CRS product family provides contact-processing functions for your
Cisco Unified Communications solution.

The software package you choose determines which steps, components, and
subsystems you receive. (Each CRS product includes the CRS Engine and the
CRS Editor.)

The Cisco CRS product family includes the following packages:

• Unified IP IVR, page 1-4

• Unified CCX, page 1-5

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The Cisco CRS Product Family

Unified IP IVR

Chapter 1 Introducing Cisco Customer Response Solutions

• Unified QM, page 1-6

Cisco Unified IP IVR (Unified IP IVR) is a multimedia (voice, data, web) IP
enabled interactive voice response solution that offers an open and feature-rich
foundation for the creation and delivery of Unified IP IVR applications via
Internet technology.

Unified IP IVR automates call handling by autonomously interacting with
contacts. Using Unified IP IVR, you can create applications that answer calls,
provide menu choices for callers, obtain caller data such as passwords or account
identification, and transfer calls to caller-selected extensions. You can also create
Unified IP IVR applications that respond to HTTP requests, outbound 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 appl ications

can access Microsoft Structured Query Language (SQL) servers and Oracle,
Sybase, and IBM DB2 databases.

• Real-time reporting client—Unified IP IVR applications can generate a

variety of reports th at pro vid e detailed in formation about t he real-time status
of your system.

• Historical reporting client—Unified IP IVR applications can generate a

variety of historical reports that provide detailed information about the
performance of your system.

• ASR—Unified IP IVR applications can take advantage of ASR to provide

callers with the option to use speech to navigate through menu options.

• TTS—Unified IP IVR applications can use TTS to read back documents and

pre-scripted prompts to callers.

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Unified CCX

Cisco Unified Contact Center Express (Unified CCX) is an IP-based Automated
Call Distribution (ACD) system that queues and distributes incoming calls
destined for groups of Unified CM users.

You can use Unified CCX applications to route calls to specific agents. You can
also integrate Unified CCX with Unified IP IVR to gather caller data and classify
incoming calls.

Unified CCX includes a web-based real-time and historical r eporting system that
you can use to monitor system, Contact Service Queue (CSQ), and resource
performance.

The Unified CCX system consists of the following major components:

• Resource Manager—Applicat ion progra m that moni tors Unified CCX agent

phones and allows you to or ganize agents into resource groups or skills-based
partitions according to the types of calls each group can handle.

The Cisco CRS Product Family

• 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—App lication program that Unif ied CCX agents

run on their desktop computers to log in to the system, change Unified CCX
state, and monitor status.

For more information on licensing options for the Cisco IPCC Express system,
refer to the “ About Unif ied CCX” section on page 4-2 and to Appendix A, “Cisco

CRS Licensing Packages.”

Note If you are using Unified CCX with the Cisco Unified Contact Center Gateway

(Unified Gateway) solution, please see the Cisco Unified Gateway Deployment
Guide. The instructions for configuring Unified CCX with that solution differs

from what is described in this guide. Unified Gate way pro vides for the integration
of the Unified ICME system with Unified CCX by way of the Unified Gateway.
Unified Gateway is a Peripheral Gateway (PG) which you configure on the
Unified ICME software.

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About CRS Cluster Architecture

Unified QM

Chapter 1 Introducing Cisco Customer Response Solutions

Cisco Unified Queue Manager (Unified QM) is an IP-based call treatment and
routing solution that provides po werful call-treatment options as p art of the Cisco
Unified ICME solution, which is a high-end contact center solution capable of
distributing calls to mult iple si tes and p erformi ng powerful pre- and post-routing
functions.

You can use Unified QM to allow callers to select routing options, and to provide
callers with easy access to multiple agent skill groups, extensions, or
announcements, either before or after routing.

Unified QM call-treatment messages can be static, prerecord ed announcements or
dynamic announcements tailored to specific caller interests. Unified QM can
provide dynamic content to queued callers, de livering unique messages tailored
to each caller’s needs, the route selected, the caller’s place in the queue, or other
associated values.

Unified ICME direct calls to other systems such as interactive Voice Re sponse
Units (VRUs) and ACD systems.

You use the Unified ICME VR U interface in cluded with Uni fi ed QM to conf igure
the CRS server to work with Unified ICME. Unified ICME scripts can use the
Unified ICME VR U interface to in v oke Cisco CRS Editor steps and logic from the
CRS Engine to handle calls centrally and direct them to your Cisco Unified
Communications system based on caller- entered data, information stored in a
database, or other parame ters.

Note Only customers who use both Unified CCX and Unified ICME can use the VRU

interface.

About CRS Cluster Architecture

The Cisco CRS cluster consists of one or more servers (nodes) that are running
Cisco CRS components in your Cisco CRS deployment.

If you deploy Cisco CRS components on a single server, the Cisco CRS cluster
(often referred to as cluster in this manual) consists of that server. If you deploy
Cisco CRS on multiple servers, the cl uster includes the Cisco CRS server,
expansion servers, and standby servers on which you installed Cisco CRS. The

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CRS cluster can support up to two CRS Servers, one designated as the acti ve CRS
Server and the other designated as the standby CRS Server for high availability

purposes.
The LDAP server stores information about the cluster in a cluster profile. A

cluster profile is an LDAP Organizational Unit that contains a set of LDAP
entries, which include data relating to the Cisco CRS servers, components, and
licenses installed in a cluster. A cluster profile allows the use of the same LDAP
entries for multiple servers.

When you install or upgrade Cisco CRS on a server, you designate the cluster to
which the server will belong by designating the cluster profile for that cluster.

Cluster architecture accommodates high a v ailability and f ailov er sin ce, in case of
the failure of a component, a seco ndary server will t ake ov er the function ality lost
by that failed component.

All CRS servers within the cluster are configured identically and installed with
the same features. One server is designated the active server.

About CRS Cluster Architecture

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 instal led) and gen erating
historical detail records.

Note Only one server in the cluster can be the active se rver at any given time.

If the active server fails, the Cisco CRS platform provides automatic failover to
the standby server. If the active server fails (for example, in the event a hardware
failure occurs or the CRS Engine process terminates), some calls being handled
by the server are lost. The lost calls are restricted to those being handled by the
system (those in the IVR sta ge or in queue) . Calls answ ered b y agents c ontinue to
remain live even though related data on the agent desktop is lost. When the
standby server takesover as the new active server, call processing continues (see

High Availability and Automatic Failover, page 8-6).

A Cisco CRS cluster consists of the one or more servers (nodes) that run Cisco
CRS components in your Cisco CRS deployment (see Control Center

Term inology, page 8-2).

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About the Cisco CRS Engine

Cluster management consists of two main elements:

• Cluster Manager—Receives updates about cluster status and subsystem

• Cluster View Daemon (CVD)—Java code that interacts with NodeManager

The CVD has two interfaces:

• One that monitors inside the node, using:

• Another that monitors outside the node and communicates with other nodes

Chapter 1 Introducing Cisco Customer Response Solutions

states.

and implements inter-node communication on behalf of t he cluster. It detects
availabi lity of the oth er nodes, comp onents and services, provides consistent
cluster view and dynamically elects a master service. .

–

Node Manager to monitor and control local processes.

–

Cluster Manager publisher/subscriber to communicate with local
applications, such as Step Editor and Application Admin istration .

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 U nified CM on the sam e server,
deploying them on separate servers allows you to handle greater call volume.

The CRS Engine uses JTAPI to request and receive services from the Computer
Telephony Interface (CTI) manager that controls Unified CM cluster s. The CRS
Engine is implemented as a Windows service that supports multiple applications.

You can use a web browser to administer the CRS Engine and your CRS
applications from any computer on the network. You can use the
CRS Administration web interface to start and stop the CRS Engine, configure
system parameters, monitor CRS Engine activity, and view real-time and
historical reports that include total system activity and application statistics.

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Note If you are using Microsoft Internet Explorer Version 7.0, verify that the popup

blocker is disabled.

Depending on the Cisco CRS products that you are using, the CRS server may
employ as many as 14 subsystems for communicating with other services:

• Applications—Manages the applications in the CRS Engine and other

features such as session management.

• Cisco Media—Configures Cisco Media Termination (CMT) dialog control

groups, which can be used to handle simple Dual Tone Multifrequency
(DTMF) based dialog interactions with customers.

• Core Reporting—Provides information for Unified IP IVR real-time reports.

• Database—Handles the connections between the CRS server and the

enterprise database.

About the Cisco CRS Engine

• 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 De sktop.

• 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 Application Programming Interface (JTAPI)—Manages the

connection between Unified CM CTI Manager and the CRS Engine.

• MRCP ASR—Allows a script to respond to voice input in addition to DTMF

using the MRCP protocol.

• MRCP TTS—Composes voice prompts that are generated in real time from

text, such as speaking the words in the text of an e-mail message using the
MRCP protocol.

• Resource Manager-Contact Manager (RmCm)—Allows Unified CCX to

monitor agent phones, control agent states, route and queue calls, and manage
the historical reporting feature.

• Voic e Browser—Manages Voice Browser functionality.

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Setting Up Cisco CRS

• CRS Voice over Internet Protocol (VoIP)—Enabl es remote reco rding and

monitoring.

Setting Up Cisco CRS

After you install the Cisco CRS system and perform the initial set-up, you can
start provisioning and configuring the system :

• Provisioning is the process of allocating resources and de vising strate gies for

drawing on them to support the needs of your business.

• Configuring is the process of making applications available to the CRS

system.

The sections that follow describe these tasks:

• Provisioning the Telephony and Media Subsystems, page 1-10

Chapter 1 Introducing Cisco Customer Response Solutions

• 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 tele phony and media systems.

Depending on the CRS applications you plan to use, you need to provision some
or all of the following subsystems:

• JTAPI. The JTAPI subsystem controls the telephony resources for the CRS

system.

• Cisco Media. The Cisco Media subsystem controls the CMT media

resources for the CRS system.

• MRCPASR. The MRCP ASR subsystem controls the ASR media resources

for the CRS system.

• MRCP TTS. The MRCP TTS subsystem controls the TTS media resources

for the CRS system.

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Note For detailed instructions on provisioning the Cisco CRS telephony subsystems,

see Chapter 3, “Provisioning Telephony and Media.”

Provisioning the Cisco CRS Subsystems

You need to provision your CRS subsystems to enable the CRS Engine to run
multiple applications to handle JTAPI calls or HTTP requests.

Note You need to configure a particular subsystem only if you are using CRS

applications that require it and which are installed and activated using the
appropriate license.

Setting Up Cisco CRS

To continue the CRS system configuration process, you will connect to the
Cisco CRS Administration web interface 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 Subsystems” section on page 1-12.

Provision the following settings on the Unified CCX subsystem:

• RM JTAPI Provider. The Resource Manager (RM) of the Unified CCX

system uses a Unified CM user (called a JTAPI provider) for monitoring
agent phones, controlling agent states, and routing and queueing calls.

• Resources. Agents that answer calls are also called resources. After you

create a resource group, you must assign agents (resources) to that group. You
can also assign skills to agents if you have purchased either of the Unified
CCX Enhanced packages.

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• Resource Groups. Collections of agents that your CSQ uses to handle

incoming calls. To use resource group-based CSQs, you must specify a
resource group.

• Skills. (Unified CCX Enhanced packages only .) Skills are customer-def inable

labels assigned to agents. The two Unified CCX Enhanced packages can route
incoming calls to agents who hav e the necessary skill or sets of skill to handle
the call.

• CSQs. After you assign an agent to a resource gro up, or assign skills to an

agent (the Unified CCX Enhanced packages only) , you need to conf i gure th e
agent for the CSQ to which the agent will be assigned.

• Agent Based Routing Settings. If you want to have the ability to send a call

to a specific agent, rather than to any agent available in a CSQ, you need to
configure Automatic Wo rk 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 to configure team settings.

Note For detailed instructions on provisioning the Unified CCX subsystem, see

Chapter 4, “Provisioning Cisco Unified CCX.”

Provision the Additional CRS Subsystems

The additional CRS subsystems provide Unified ICME, HTTP, Database, and
eMail features.

Provision the following subsystems:

• Unified ICME. The Unified ICME subsystem communicates with Unified

ICME software.

• HTTP. The H TTP subsystem enables CRS applications to respond to

requests from a variety of web clients.

• Database. The Database subsystem enables CRS applications to

communicate with enterprise database servers.

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• eMail. The eMail subsystem enables CRS applications to create and send

e-mail.

Note For detailed instructions on provisioning these four subsystems, see Chapter 5,

“Provisioning Additional Subsystems.”

Configuring Cisco CRS Applications

After you provision the CRS subsystems, you need to conf igure CRS applications
to interact with contacts and pe rform a wid e variety of functions.

To continue the CRS system configuration process, connect to th e Cisco CRS
Administration web interface and manage the following tasks:

• Available Applications, page 1-13

Setting Up Cisco CRS

• Managing Scripts, Prompts, Grammars, and D ocuments, pa ge 1-14

Available Applications

There are several types of applications 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 by way of the IPCC Gateway), two
extra applications are available: Unified ICME post-routing applications and
Unified ICME translation-routing applications. For more information on these
applications, see “About CRS Applications” section on page 6-2,

After adding a Cisco CRS application, you need to define a tr i gger so that this
application can respond to telephone calls and/or HTTP requests. Triggers are
specified signals that in v oke application scripts in response to incoming contacts.

Note For detailed instructions on configuring CRS applications and defining triggers,

see Chapter 6, “Configuring Cisco Applications.”

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Setting Up Cisco CRS

Managing Scripts, Prompts, Grammars, and Documents

The process of configuring Cisco script applications includes uploading CRS
scripts and pre-recorded prompts, installing gramm ars and customized languages,
and adding triggers to applications.

Depending on your particular CRS implementation, you may need to perform
most or all of the following tasks to configure a Cisco script application:

• Manage scripts. Cisco script applications are based on scripts that you must

upload to the repository and make available to the CRS system.

• Manage prompts. Many applications make use of pre-recorded prompts,

stored as .wav files, which are played back to callers in order to provide
information and elicit caller response. You must upload these .wav files to the
repository and make 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
grammars when recognizing and respo nding to call er response to pro mpts.
You must store these grammars in a directory to make them available to the
CRS system.

upon during run time. The CRS system uses specific

• Install customized CRS languages. Language packs, such as American

English, Canadian French, and so on, are installed with Cisco CRS. You
install language packs in a directory accessible by the CRS system.

• Upload a new script. You can add scripts to be used as the basis for the Cisco

script application.

Note For detailed instructions on managing these files, see Chapter 7, “Managing

Prompts, Grammars, Documents, and Custom Files.”

Configuring Cisco CRS Historical Reporting

When you install the Cisco CRS system, the installation process creates a
database named db_cra. This database contains:

• Information for historical reports, including Unified CCX configuration

information, stored procedures, and some call statistics.

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• The ContactCallDetail table, which is the main table for call statistics.

To conclude the CRS system configuration process, connect to the Cisco CRS
Administration web interface and perform the following Historical Reporting
Configuration tasks:

1. Define the maximum number of database connections for report client

sessions.

2. Specify users for historical reports.

3. Configure the Daily Purge Schedule 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

Running and Managing Cisco CRS

After your Cisco CRS system is provisioned and confi gured, you are ready to use
it as your Cisco Unified Communica tions sol ution.

The day-to-day administration of the CRS system and d atastores consi st of man y
tasks, such as:

• Starting and stopping the CRS Engine and processes.

• Managing and monitoring the status of CRS servers and components across

the cluster.

• Managing and monitoring datastores across the cluster.

For details on these and other tasks, see Chapter 8, “Managing the Cisco CRS

System” and Chapter 9, “Managing the Cisco CRS Datastores.”

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Where To Go From Here?

Where To Go From Here?

• Introduction and overview of the Cisco CRS system

–

See Chapter 2, “Introducing the CRS Administration Web Interface.”

• Provisioning and management tasks.

–

See Chapter 3, “Provisioning Telephony and Media.”

–

See Chapter 4, “Provisioning Cisco Unified CCX.”

–

See Chapter 5, “Provisioning 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.”

Chapter 1 Introducing Cisco Customer Response Solutions

–

See Chapter 9, “Managing the Cisco CRS Datastores.”

–

See Chapter 10, “Managing Cisco CRS Historical Re porting.”

–

See Chapter 11, “Reporting on Real-Time CRS Data.”

–

See Chapter 12, “Using the Cisco CRS Supervisor and Cisco CRS User

Options Plug-Ins.”

• Reference information for each CRS Administration menu option.

–

See Chapter 13, “The System Menu.”

–

See Chapter 14, “The Applications Menu.”

–

See Chapter 15, “The Subsystems Menu.”

–

See Chapter 16, “The Tools Menu.”

–

See Chapter 17, “The Help Menu.”

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CHAPTER

2

Introducing the CRS Administration
Web Interface

The Cisco CRS system provides a multimedia (voice, data, and web) IP-enabled
customer-care application environment, using VoIP technology that allows your
Cisco Unified Communications network to share resources with your data
network.

You can load your Cisco CRS system on any server in the cluster on which 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 tasks.

The following sections pr o vides more info rmation about the CRS Admin istration
web interface:

• Accessing the CRS Administration Web Interface, page 2-2

• The CRS Administration Menu Bar and Menus, page 2-3

• CRS Configuration Web Pages, page 2-4

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Accessing the CRS Administration Web Interface

Accessing the CRS Administration Web Interface

The web pages of the CRS Administration web interface allow you to configure
and manage the CRS system and its subsystems.

To connect to the CRS Administration web interface, complete the following
steps.

Procedure

Step 1 Open the CRS Administration Authentication page by performing one of the

following actions:

• From any server in t he cluster on which you hav e 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

the popup blocker is disabled.

Step 2 On the Authentication page, specify your Cisco CRS User Identification and

Password.

Note If you are accessing Cisco CRS for the first time, enter Administrator in

the User Identification field, enter

ciscocisco in the Password field; see

the Cisco CRS Installation Guide for further instructions.

Step 3 Click Log On.

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The CRS Administration Menu Bar and Menus

A web page opens listing information about Cisco Application Administration
and the installed Cisco Unified Contact Center Express (Unified CCX) package
and the CRS Administration menu bar appears at the top of the page.

Related Topics

• Using the CRS Supervisor Web Interface, page 12-2

• Using the CRS User Options Web Interface, page 12-4

The CRS Administration Menu Bar and Menus

The CRS Administration menu bar , which appears at the top of e very web page of
the CRS Administration web interface. You begin every CRS configuration and
administration task by choosing a menu and submenu option from the menu bar.

The CRS Administration menu bar contains the following five menu options:

• 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

Menu.”

• Applications—Contains options for managing applications, scripts, prompts,

grammars, and documents. For a description of all Applications menu
options, see Chapter 14, “The Applications Menu.”

• Subsystems—Contains options for configuring parameters for the

subsystems that are licensed for your CRS server. Your menu may include
submenu options for one or more of the following subsystems: Java
Telephony Application Programming Interface (JTAPI), Unified CCX,
Unified ICME software, Database, HTTP, eMail, Cisco Media, MRCP
Automatic Speech Recognition (ASR), an d MRCP Text-To-Speech (TTS).
For a description of all Subsystem menu options, see Chapter 15, “The

Subsystems Menu.”

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CRS Configuration Web Pages

• Tools—Contains options that allow you to access the following system tools:

Alarm Definition, Plug-ins, Real-time Reporting, Real-time Snapshot
Config, Historical Reporting, User Maintenance, and Troubleshooting Tips.
For a description of all Tools menu options, see Chapter 16, “The Tools

Menu.”

• Help—Provides access to online help for Cisco CRS. For a description of all

Help menu options, see Chapter 17, “The Help Menu.”

CRS Configuration Web Pages

When you choose any menu and submenu option from the CRS Administration
menu bar, a configuration or administration web page opens. Use this web page
to continue your configuration or administration task.

In some cases you will perform your configuration or administration task on this
one web page. For example, you configure 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 othe r web pages an d a configuration a rea with hy perlinks
that link to other web pages.

In some cases, each web page has a unique name. In other cases, configuration
web pages retain the same title, but new areas appear when you click a hyperlink.

The table below describes the Refresh All button and the Copy, Delete, and
Refresh icons that are found in several Cisco CRS web pages.

-

Icon/Button Description

Copy Click the icon to copy the information in that specific row.

Note When you click the Copy icon, the web page, displays the

copied configuration so yo u can make changes, if desired.
Delete Click the icon to delete the information in that specific row.
Refresh Click the icon to refresh the information in that specific row.
Refresh All Click this button to refresh the information listed on this page.

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Using the Navigation Bar

On the left side of many web pages, yo u will f ind a na vigation bar , which contains
hyperlinks to other web pages. For exam ple, t he navigation bar of the JTAPI Call
Control Group Configuration web pa ge contains hy perlinks for t he JTAPI
Provider , CTI Po rt Gro ups, and JTAPI Triggers, and resynchronize conf igurati on
web pages.

Using Other Hyperlinks and Buttons

Besides displaying current conf iguration information, man y web pages contain an
Add a New . . . hyperlink that provides access 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.

CRS Configuration Web Pages

In addition to the Add a New . . . hyperlink, many web pages contain other
hyperlinks. For example, you can click the information under the column
headings of the JTAPI Call Control Group Configuration web page to access and
modify the configuration web page for that information .

Many web pages also contain buttons that perform a variety of functions. For
example, the Refresh All button on the JTAPI Call Control Group Configuration
web page, refreshes all the JTAPI call control group configurations in the CRS
server.

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ART

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Cisco Customer Response Solutions:
Configuration

CHAPTER

3

Provisioning Telephony and Media

Resource provisioning information for 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

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About CRS Telephony and Media

About CRS Telephony and Media

The CRS system uses a telephony resource called Computer Telephony Interface
(CTI) ports to accept incoming calls and to place outbound calls. The CRS system
uses the following media resources to provide interactive services for calls:

• Java Telephony Application Programming Interface (JTAPI)—The Cisco

CRS Engine uses the JTAPI subsystem to send and receive calls from the
Unified CM by interfacing with the CTI

client

• Cisco Media Termination (CMT)—The CMT channels provide media

terminations in the C RS f or JTAPI Call Contacts. These channels enable the
CRS to play media to the connected party. DTMF digits are received out of
band by the JTAPI sub syste m.

• MRCP Automated Speech Recognition (MRCP ASR)—The ASR media

resource allows callers to use speech to navigate menus and to provide other
information to CRS applications.

.

Chapter 3 Provisioning Telephony and Media

Manager through the JTAPI

• 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 th an you are licensed for,
licensing is enforced at run-time. If more channels are provisioned
than licensed, the system will not accept the extra calls, as doing so
would violate your licensing agreements.

The CRS system uses the concept of groups to share telephony and media
resources among different applications

• Call contro l groups allow you to control how the system uses CTI ports. For

example, you can reserve more ports for higher-priority applications or
provide access to fewer ports for applications with less traffi c.

• Media resource groups allow you to share media resources among different

applications. For example, you can share ASR media resource groups with
applications that collect caller information and applications that transfer calls
to specific extensions.

The CRS system also uses the concept of triggers, which are specified signals that
invoke application scripts in response to incoming contacts.

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Provisioning Channels to Handle Calls

CRS needs two types of channels to process calls:

• A call control channel, which is provisioned through the JTAPI subsystem

and corresponds to CTI port resources in the Call Manager.

• A media channel, which is provisioned throu gh either the CMT subsystem o r

the MRCP subsystem and corresponds to the kernel resources for handling
the media voice path with the caller.

Note MRCP channels also correspond to additional resources on the MRCP

server for performing speech recognition.

CRS needs access to a channel of each type in order to successfully process a call.
However, the capabilities of the two channel types are not identical.

About CRS Telephony and Media

For example, consider a CRS sy stem pro visioned wit h a single JTAPI call control
channel (that is, a CTI port) and a single CMT channel. The system can handle
one call at a time; when that call terminates, the system must reinitialize the
channel resources before it can accept another call.

Howev er, the time each channel takes to reinitialize is not equal—CMT channels
take more time to reinitialize then CTI ports. For example:

• The JTAPI call control channel may take approximately 1 millisecond to

reinitialize

• The CMT channel may take approximately 200 milliseconds to reinitialize.

This example implies that the system will not be able to accept a new incoming
call for 200 milliseconds after the first call terminates; although the JTAPI
channel is av ailable after one millisecond, the CMT channel is not and CRS needs
both channels to process a call.

Such a delay can become an issue when a CRS system is experiencing a high load
condition or needs to handl e a burst of incoming calls. Co nsequent ly, CMT
channels require a higher channel count provisioning.

Tip To provision CRS systems to handle burst calls equally among all required

resources, you must configure appro xima tely 10 % mor e CMT chan nels t han CTI
ports, and approximately 10% more MRCP channels than ASR licenses.

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Provisioning the JTAPI Subsystem

Telephony and Media Resources Provisioning Checklist

To provision telephony and media resources, complete the following tasks:

Step Task For instructions, see

Step 1 Provision the JTAPI subsystem, which controls the

telephony resources for the CRS system.

Step 2 Provision the Cisco Media subsystem, which controls

the CMT media resources for the CRS system.

Step 3 Provision the MRCPASR subsystem, which controls

the ASR media resources for the CRS system.

Step 4 Provision the MRCP TTS subsystem, which controls the

TTS media resources for the CRS system.

Provisioning the JTAPI Subsystem

Note The JTAPI subsystem is available if your system has a license installed for one of

the following product packages:

- Unified QM

- Unified IP IVR

- Unified CCX Standard

- Unified CCX Enhanced

- Unified CCX Premium

Provisioning the JTAPI
Subsystem, page 3-4

Provisioning the Cisco Media
Subsystem, page 3-20

Provisioning the MRCP ASR
Subsystem, page 3-23

Provisioning the MRCP TTS
Subsystem, page 3-28

The JTAPI subsystem is the subsystem of the CRS Engine that sends and receiv es
call-related messages from the Unified CM CTI Manager through the JTAPI
client. To enable your CRS server to handle 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 Administ ration web pages.

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Provisioning the JTAPI Subsystem

To provision the JTAPI subsystem, complete the following tasks:

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.

Step 2 Provision JTAPI call co ntrol groups .

JTAPI call control groups pool together a series of CTI ports,
which the system then uses to serve calls as they arrive at the
CRS server.

Step 3 Provision a JTAPI tr igger.

JTAPI triggers invoke application scripts in response to
incoming contacts.

Note To improve performance while provisioning the JTAPI subsystem, increase the

number of AXL API requests per minute setting using the following steps:

Configuring a JTAPI
Provider, page 3-6

Provisioning JTAPI Call
Control Groups, page 3-8

Provisioning a JTA PI
Trigger, page 3-13

1.In the JTAPI Provider’s Unified CM Administration, select Service > Service
Parameters.

2. Set Service to Cisco Database Layer Monitor.

3. Click Advanced.

4. Set Maximum number of AXL requests pe r Minute to 999.

5. Click Update.

Tip Once you complete the JTAPI configuratio n, be sure to restore the value of AXL

requests per Minute to the original (required or default) value.

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Configuring a JTAPI Provider

Caution If you change the cluster information, you must reconfigur e the JTAPI/RMJT API

setup. After reconfiguring this information, you must restart the node manager.

The JTAPI Providers area of the JTA PI Configuration web pa ge allows you to
specify the host name or IP address of the server running Unified CM CTI
Manager and specify the user ID and password that will allow Unified CM to
direct calls to the CRS server.

Caution Some Active Directory setups may prevent the Call Manager directory

administrator from creating new JTAPI providers in a multi-server configuration.
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-serv er conf i guration ( 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 allow you to create JTAPI providers from the Cisco CRS JTAPI Provider
Configuration web page.

Chapter 3 Provisioning Telephony and Media

3-6

To configure the JTAPI subsystem, complete the following steps.

Procedure

Step 1 From the CRS Administration menu bar, choose Subsystems > JTAPI.

Note For a complete description of all columns, icons, and b uttons on this page,

see JTAPI Call Control Group Configuration in Chapter 15, “The

Subsystems Menu.”

Step 2 Click the JTAPI Provid er hyperlink on the navigation bar.

The JTAPI Provider Configuration web page opens.

Step 3 Use this web pag e to spec ify the fo llowing:

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Provisioning the JTAPI Subsystem

Field Heading Description

JTAPI Provider IP address or host name of the Cisco MCS running Unified CM CTI

Manager.
You can enter multiple CTI Managers separate d by a comma. If the first

CTI Manager becomes unavailable, the next one connects and maintains
calls as a backup.

User 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 created depends on the number of
CRS Engine nodes, that is the nodes in the cluster which have CRS
Engine enabled.

For example, if you set this fi eld to jtapi_u ser, then jtapi_user_1 and
jtapi_user_2 will be created for Nodes 1 and 2, res pectively.

The JTAPI triggers will be associated to all the users; CTI ports created
for a particular node are associated only to users for that node.

Password Password you defined for the User ID in Unified CM.

Note If the LDAP set ting is Microsoft Acti v e Directory in stead of DC,

then you must manually set the password using Active Directory.

Step 4 Click Update to apply the changes.

A dialog box opens, indicating that the JTAPI subsystem has been configured
successfully.

Step 5 Click OK.

One of the following happens:

• If you are configuring the JTAPI Provider for the first time or if the

credentials of JTAPI Provider information have been recently changed, the
Unified CM login page appears .

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Provisioning the JTAPI Subsystem

–

Note If the User ID (<userprefix>_<nodeid>) already exists in the Unified

• Cisco CRS displays the following message:

“JTAPI Provider has been configured successfully. Please restart the CRS
Engine.”

–

For point 2: When the user enters user prefix say jtapiu ser for a single 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 yo u recei v e the

cannot be configured

the Unified CM. If so delete that user ID in the Unified CM or use a different user
ID.

Chapter 3 Provisioning Telephony and Media

Enter your Unified CM Login User ID and Password and click Logon.

CM, then Cisco CRS will return an error saying, “JTAPI Provider
cannot be configured successfully.”

T o remedy this problem, either specif y a ne w user prefix or delete the
users from the Unified CM and try again.

Use the CRS Control Center to Restart the CRS Engine.

JTAPI provider

error, verify if the user ID already exists with the _1 in

You are now ready to provision JTAPI call control groups.

Provisioning JTAPI Call Control Groups

The CRS system uses JTAPI call control groups to pool together a series of CTI
ports, which the system uses to serve calls as they arrive at the CRS server. You
can create multiple JTAPI call control groups in order to share and limit the
resources to be used by specific applications.

To configure a JTAPI call control group, complete the following steps.

Procedure

Step 1 From the CRS Administration menu bar, choose Subsystems > JTAPI.

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The JTAPI Configuration web page opens, displaying the JTAP Call Control
Group summary web page.

Note For a complete description of all columns, icons, and b uttons on this page,

see JTAPI Call Control Group Configuration in Chapter 15, “The

Subsystems Menu.”

Step 2 Click the Add a New JTAPI Call Control Groups hyperlink.

One of the following happens:

• If either the Unified CM credentials stored in LDAP are invalid or 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.

Provisioning the JTAPI Subsystem

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 part of the Enterprise solution.

Accept the automatic Group ID or enter a unique value.

Description Press the Tab key to automatically populate the Description

field.

Number of CTI Ports Number of CTI Ports assigned to the group.

Note If this field is set to <n>, then the system will

create<n> ports for each CRS Engine node (no de in
which CRS Engine component is enabled).

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Page Area Field Name Description

Chapter 3 Provisioning Telephony and Media

Directory
Number

Starting Directory
Number

A unique phone number. The value can include numeric
characters and special characters (#) and (*).

The specified number of ports will be created starting from
the value specified in this field.

The Directory Number that you enter can appear in more
than one partition.

Note When a pattern is used as a Directory Number, the

phone display and the caller ID display on the dialed
phone will contain characters other than dig its. 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 device name

of the format:

<deviceprefix>_<

directoryno>

For example, if the Device Name Prefix is CTIP and the
starting Directory Number is 7000, then the CTI Port that is
created in Unified CM will ha ve the device name CTIP_7000
and will use the line 7000.

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Page Area Field Name Description

Provisioning the JTAPI Subsystem

Directory
Number

(continued)

Device Pool The de vice pool - sets of commo n characteristics for de vices,

such as region, date/time group, softk ey template, and MLPP
information - to which you want to assign this phone.

DN Calling Search Space A collection of partitio ns that are searched to determine ho w

a dialed number should be routed. The calling search space
for the device and the calling search space for the directory
number get used together. (The directory number CSS takes
precedence over the device CSS.)

Note For more information, refer the Cisco Unified CM

System Guide.

Redirect Calling Search
Space

Media Resource Group
List

A collection of partitions that are searched to determine how
a redirected call should be routed.

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 Group that is defined in the device pool.

Location The Cisco IP Phone location setting specifi es the total

bandwidth that is available for calls to and from this location.
A location setting of None means that the location feature
does not keep track of the bandwidth that this Cisco IP Phone
consumes.

Partition The partition the Directory Number belongs to. The

Directory Number field value must be unique within the
partition that you choose.

If you do not want to restrict access to the Directory Number,
select <None> as the partition setting.

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Page Area Field Name Description

Chapter 3 Provisioning Telephony and Media

Directory
Number
Setting

(continued)

Voice Mail Profile A list of profiles defined in the Voice Mail Profile

Configuration.
The first option is <None>, which is the cur rent default Voice

Mail Profile that is configured in the Voice Mail Profile
Configuration.

AAR Group Automated Alternate Routing (AAR) group for this device.

The AAR group provides the prefix digits that are used to
route calls that are otherwise blocked due to insufficient
bandwidth. An AAR group setting of <None> specifies that
no rerouting of blocked calls will be attempted.

User Hold Audio Source Audio source heard b y the caller when the CRS Script places

the caller on hold via the Hold Step (w hen the us er presses
the hold key).

Network Hold Audio
Source

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.

3-12

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 displa y the
extension.

External Phone Number
Mask

Phone number (or mask) that is used to send Caller ID
information when a call is placed from this line.

You can enter a maximum of 30 number and X characters.
The X characters represent the directory number and must
appear at the end of the pattern. For example, if you specify
a mask of 972813XXXX, an external call from extension
1234 displays a caller ID number of 9728131234.

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Chapter 3 Provisioning Telephony and Media

Step 4 Click Update to create the specified number of CTI ports starting with

<Starting Directory Number>. After creating the CTI ports, the respective CTI
ports will be associated to the JTAPI user configured in the JTAPI Provider page.

Note For example, if the starting Dir ectory Nu mber is 2000 an d the number of

CTI ports is 5, then it will try to create a CTI port with Line Number s from

2000. If Line Number 2000 is used b y an y dev ice, then it will try to create
a CTI port with Line Number 2001 and so on. The process is complete
when fiv e CTI ports are created and the list of 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.

Provisioning the JTAPI Subsystem

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

- Unified IP IVR

- Unified CCX Standard

- Unified CCX Enhanced

- Unified CCX Premium

You must configure JTAPI triggers to invoke application scripts in response to
incoming contacts. A JTAPI trigger responds to calls that arriv e on a specific route
point by selecting telephony and media resources to serve the call and invoking
an application script to handle the call.

JTAPI trigger settings include:

• Session information, such as the application to associate with the trigger,

Maximum Number of sessions allowed, and the Idle Timeout value.

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• CTI information, such as a CTI port device and CTI route points for each call

CRS simultaneously places or accepts.

• Directory Number information, such as the Voice Mail Profile and Calling

Search Space.

• Call Forward and Pickup instructions.

To add an d configure a JTAPI trigger, complete the following 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.

Chapter 3 Provisioning Telephony and Media

Note You can access the JTAPI Configuration web page only w hen the CRS

Engine is running.

Step 2 On the JTAPI Configuration navigation bar, click the JTAPI Triggers hyperlink.

The JTAPI Trigger Configuration summary web page opens.

Note For a complete description of all columns, icons, and b uttons on this page,

see “The JTAPI Menu Option” in Chapter 15, “The Subsystems Menu.”

Step 3 Click the Add a New JTAPI Trigger hyperlink.

The JTAPI Trigger Configuration web page opens.

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Step 4 Use this web pag e to spec ify the fo llowing:

Page Area Field Name Description

Provisioning the JTAPI Subsystem

Directory
Number

Trigger
Information

Directory Number

A unique phone number containing numeric characters,
preceded/appended by special characters (#) and (*).

Examples of valid Directory Numbers:
##*1100** or *#12#*

Example of an invalid Directory Number: *12*23#

Partition The partition to which the Directory Number belongs. The

Directory Number field value must be unique within the
partition that you choose.

If you do not want to restrict access to the Directory Number ,
select <None> as the partition setting.

Language Drop-down menu, choose the default language to associate

with the incoming call wh en 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 Number of
sessions

Idle Timeout (in ms) The number of milliseconds (ms) the system should wait

Enabled Radio buttons, choose the required option:

The maximum number of simultaneous calls that this trigg er
can handle. The number is actually governed by the Unified
CallManager (10,000 for each separate line). Howev er in the
CRS platform, this number is restricted to the maximum
number of sessions. Any call exceeding this number get s the
busy tone (see the “Provisioning a JTAPI Trigger” section on

page 3-13).

before rejecting the JTAPI request for this trigger.

Yes - enable the trigger.
No - disable the trigger.

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Page Area Field Name Description

Chapter 3 Provisioning Telephony and Media

Trigger
Information

(continued)

Call Control Group Drop-down menu, choose the call contr ol group to associ ate

with the trigger.

Primary Dialog Group Drop-down menu, choose the d ialog group t o associate with

the trigger (if media is required by the associated
application).

MRCP ASR groups are associated with locales when
created. If you are configuring the MRCP ASR group as your
dialog group, you should only configure such groups that
can satisfy all the locales needed by the application
configured at this trigger.

Tip Be sure to match the locales needed by the

application with the MRCP groups being conf igured
so that the groups can satisfy the locale requirements
at runtime.

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.

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Note If the secondary dialog group is an MRCP Group,

please follow the guidelines described above for the
Primary Dialog Group field.

Device Name A unique identifier for this device, consisting of

alphanumeric characters, dots, dashes, or underscores.
Description A descriptive name for the CTI route point.
Device Pool The device pool to which you want to assign this rou te point.

A device pool defines sets of common characteristics for

devices, such as region, date/time group, softkey template,

and MLPP information.
Location The total b andwidt h that is available for calls to/fro m this

location. A location setting of <None> indicates that the

locations feature does not keep track of the bandwidth used

by this route point.

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Page Area Field Name Description

Provisioning the JTAPI Subsystem

Directory
Number
Settings

Voice Mail Profile A list of profiles defined in the Voice Mail Profile

Configuration.

The first option is <None>, which is the current default

Voice Mail Profile that is configured in the Voice Mail

Profile Configuration.
Calling Search Space A collection of partitions that are searched for numbers that

are called from this directory number. The specified value

applies to all devices that use this directory number.

Note Changes to this field result in an update of the

numbers listed in the Call Pi ckup Grou p field.

You can configure calling search space for Forward All,

Forward Busy, Forward No Answer, and Forward on F ailure

directory numbers. The value you choose applies to all

devices that are using this directory number.

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 example, assume you have two calling search spaces:

Building and PSTN. Building only allows users to call

within the building, wh ile PSTN allows users to call both in

and outside the building. You could assign the phone to the

Building calling search space and the line on your phone to

the PSTN calling search space. If you set the Call Forward

All calling search space to <None>, Unified CM can forward

calls to any number within the PSTN or building calling

search spaces. To prevent a user from forwarding calls to

numbers outside the building, se t the Ca ll Forward All

calling search space to Building. For more information, refer

to the Cisco Unified CM Syste m Guide.

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Page Area Field Name Description

Chapter 3 Provisioning Telephony and Media

Call
Forward and
Pickup
Settings

Forward Busy Check one of the following options:

Voice Mail: to use settings in the Voice Mail Profile

Configuration window. When this box is checked, Unified

CM ignores the settings in the Destination box and Calling

Search Space.

Destination: to use any disable phone n umber, including an

outside destination.

Calling Search Space: to apply the abov e setting all devices

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 display an extension.
External Phone Number

Mask

Phone number (or mask) that is used to send Caller ID

information when a call is placed from this line.

3-18

You can enter a maximum of 30 number and X characters.

The X characters represent the directory number and must

appear at the end of the pattern. For example, if you specify

a mask of 972813XXXX, an external call from extension

1234 displays a caller ID number of 9728131234.

Step 5 Click Add.

The JTAPI Trigger Configuration summary web page opens, showing the new
JTAPI trigger.

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Provisioning JTAPI Triggers for Unified CCX Queuing

When limiting the number of calls per application in Unified CCX applications,
you need to take care to coordinate the JTAPI trigger Maximum Number of
Sessions limit with the Media Group session limit.

For example, say you are using Unified CCX for queuing calls and set the JTAPI
trigger Maximum Number of Sessions limit on Unified CCX to 4 and set the Call
Forward and Pickup Settings to send the fifth call to voice mail. To make this
happen, you must configure the Media Group Session Limit to the identical
setting (4). This will cause Unified CM to forward the ne xt incoming call to voice
mail (once the CTI New Call Accept timer setting expires).

The drawback of this approach is that you need to define more media groups for
each application and you cannot share the same set of media groups across
multiple applications.

Updating the JTAPI Client

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 Unified CM after installing CRS, Unified CM may use
a different version of the JTAPI Client than the version used by the CRS server.
The JTAPI Client Update tool enables you to update the JTAPI Client on the CRS
server to the same JTAPI Client version used by Unified CM.

The JTAPI Client Update tool is installed by default in the C:\Program
Files\wfavvid directory and is accessible from the Windows Start menu under
Programs > Cisco C RS Administrator.

You do not need to be logged into CRS Administration to update the
JTAPI Client.

To update the JTAPI Client, complete the following steps.

Procedure

Step 1 From the Window s Start menu, choose Programs > Cisco C RS Administrator.
Step 2 Choose JTAPI Client Update.

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The JTAPI Client Update wizard opens.

Step 3 Click Next.
Step 4 Enter the host name or IP address of the Unified CM, the Windows user name for

the administrator account on the Unified CM server, and the administrator’s
Windows password for the Unified CM server.

Step 5 Click Next to proceed through the wizard.

A window opens, which lists the versions of JTAPI Client software used by the
CRS server and Unified CM.

Step 6 Click Next to install the JTAPI client.

The JTAPI Client is installed. If the JTAPI Client version on the CRS server is a
later release than the version on Unified CM, the JTAPI Client Update tool first
uninstalls the existing JTAPI Client from the CRS server and then installs the new
JTAPI Client.

Chapter 3 Provisioning Telephony and Media

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 and click Restart.

Provisioning the Cisco Media Subsystem

The Cisco Media subsystem is a subsystem of the CRS Engine. The Cisco Media
subsystem manages the CMT media resource. CMT channels are required for
CRS to be able to play or record media.

The Cisco Media subsystem uses dialog groups to organize and share resources
among applications. A dialog group is a pool of dialog channels in which each
channel is used to perform dialog interactions with a caller, during which the
caller responds to automated prompts by pressing buttons on a touch-tone phone.

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To enable your CRS applications to handle simple DTMF-based dialog
interactions with customers, you will need to provision the Cisco Media
subsystem to configure CMT dialog groups.

To configure a CMT dialog group, complete the following steps.

Procedure

Step 1 From the CRS Administration menu bar, choose Subsystems > Cisco Media.

The CMT Dialog Group Configuration sum mary web page opens.

Note For a complete description of all columns, icons, and b uttons on this page,

see “The Cisco Media Menu Option” in Chapter 15, “The Subsystems

Menu.”

Provisioning the Cisco Media Subsystem

Step 2 Click the Add a New CMT Dialog Control Group hyperlink.

The CMT Dialog Group Configuration w eb page op ens.

Step 3 Use this web pag e to spec ify the fo llowing:

Field Name Description

Group ID A Group ID value unique within all media group

identifiers, including ASR group identifiers

Description

This field automatically populates when you use the
Tab key to access it.

Number Of Licensed

Display only.

Unified IP IVR ports
Maximum Number Of

Channels

Step 4 Click Add.

The maximum amount of channels available for the
group, limited by your licensing agreement.

The CMT Dialog Group Configuration sum mary web page opens, showing the
new CMT dialog group.

You are now ready to provision MRCP ASR and MRCP TTS subsystems.

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Chapter 3 Provisioning Telephony and Media

Provisioning ASR and TTS in Cisco CRS

Provisioning ASR and TTS in Cisco CRS

Cisco CRS supports ASR a n d T T S t h roug h t wo s u b s y s t e m s :

• MRCP ASR—This subsystem allows users to navigate through a menu of

options by speaking instead of pressing keys on a touch-tone telephone.

• MRCP TTS—This subsystem converts plain text (UNICODE) into spoken

words in order to provide a user with information or prompt a user to respond
to an action.

For more information, see:

• “Provisioning the MRCP ASR Subsystem” section on page 3-23

• “Provisioning the MRCP 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 t he 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 scr ipt to CRS Administr ation, validate t he

script against the capabilities and specifications supported by the ASR/TTS
vendor.

In addition, please note the following guidelines regarding Cisco CRS
deployment with ASR/TTS speech servers:

• Do not install ASR/TTS applications on a serv er that i s running a Ci sco CRS

component.

• Do not install ASR/TTS applications on a server t hat is runn ing Unified CM.

• Do not install ASR/TTS softwa re from different vendors on the same server.

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Chapter 3 Provisioning Telephony and Media

Provisioning the MRCP ASR Subsystem

The MRCP ASR subsystem allows users to navigate through a menu of options by
speaking instead of pressing keys on a touch-tone telephone. When a user calls local
directory assistance, for example, ASR can prompt the user to say the city and
state in which to locate the information, then connect the user to an appropriate
operator.

To provision the MRCP ASR subsystem, you need to define the following:

• MRCP ASR Providers—Information about the vendor of your speech

server, including the number of licenses and the grammar type (see

Provisioning MRCP ASR Providers, page 3-23).

• MRCP ASR Servers—Information about the ASR server’s name, port

location, and available languages (see Provisioning MRCP ASR Servers,

page 3-24).

Provisioning ASR and TTS in Cisco CRS

• 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 vendor of your speech server.

Note After you update MRCP ASR/TTS Providers, 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 con figured and the
MRCP Provider being refreshed will go OUT_ OF_SERVICE until the reload is
complete.

Procedure

Step 1 From the CRS Administration menu bar, choose Subsystem > MRCP ASR.

The MRCP ASR Providers list web page opens, displayi ng the list of cu rrently
configured MRCP Providers.

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Note For a complete description of all columns, icons, and b uttons on this page,

see Chapter 15, “The Subsystems Menu.”

Step 2 Click the Add MRCP ASR Provider hyperlink.

The MRCP ASR Provider Configuration web page opens.

Step 3 Use this web pag e to spec ify the fo llowing:

Field Name Description

Provider Name Drop-down list, choose the MRCP ASR Providers

Chapter 3 Provisioning Telephony and Media

supported by Cisco CRS. To change the Provider
Name, click Edit and modify the provider name.

Number of Provider
Instance

Grammar Variant Vendor-specific grammar setting. Valid options:

Step 4 Click Add to apply changes.

Your changes appear in the MRCP ASR Providers List page. You are now ready
to provision MRCP ASR Servers.

Provisioning MRCP ASR Servers

Use the MRCP ASR Server Conf iguration web page to specify information about
the speech server’s name, port location, and available language.

The number of ASR port licenses purchased from
the ASR vendor.

• Standard ScanSoft ASR servers (Standard).

• Nuance ASR servers (Nuance).

Note You must have a MRCP ASR Provider defined before you can provision a MRCP

ASR Server.

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Chapter 3 Provisioning Telephony and Media

Procedure

Step 1 From the CRS Administration menu bar, choose Subsystem > MRCP ASR.

The MRCP ASR Configuration summary web page opens, displaying the MRCP
Providers area.

Step 2 Click the MRCP ASR Servers hyperlink.

The MRCP ASR Server List web page opens.

Note For a complete description of all columns, icons, and b uttons on this page,

see Chapter 15, “The Subsystems Menu.”

Step 3 Click the Add MRCP ASR Server hyperlink.

The MRCP ASR Server Configuration web page opens.

Provisioning ASR and TTS in Cisco CRS

Step 4 Use this web pag e to spec ify the fo llowing:

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 name of the MRCP ASR Provider this

server is associated with from the drop down list.

Locales

Languages supported by the ASR Provider. Select a
language (or multiple languages) from the
drop-down list and click Add Language; the
selected language appears in the Enabled Language
list.

Note Use the check box to disable/enable a

language.

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Step 5 Click Add to apply changes.

Your changes appear in the MRCP ASR Server list web page. You are now ready
to provision MRCP ASR Groups.

Provisioning MRCP ASR Groups

Use the MRCP Groups Configuration web page to specify information about
MRCP ASR dialog control groups, which enable CRS applications to use speech
recognition.

Note You must have a MRCP ASR Provider defined before you can provision a MRCP

ASR Group. Also, you should configure MRCP ASR Servers for the specific
MRCP Provider before conf iguring the MRCP ASR Groups. This al lo ws us ers to
configure languages for the groups based on the languages supported by the
configured servers.

Chapter 3 Provisioning Telephony and Media

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 Click the MRCP ASR Dialog Groups hyperlink.

The MRCP ASR Dialog Group Configuration w eb page op ens.

Note For a complete description of all columns, icons, and b uttons on this page,

see “MRCP ASR Dialog Group Configuration” in Chapter 15, “The

Subsystems Menu.”

Step 3 Click the Add MRCP ASR Dialog Control Group hyperlink.

The MRCP ASR Dialog Group Configuration w eb page op ens.

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Step 4 Use this web pag e to spec ify the fo llowing:

Field Name Description

Group ID Associated group ID.
Description Description of this dialog group.

Tip Include languages that will be used by this Group to the

description. Doing so will provide insight to the languages
this Group uses when you set up the dialog grou p in the JTAPI
trigger configuration. This also ensures that the locales used
by the application configured in the JTAPI trigger match the
locales supported by the MRCP ASR dialog group being
selected.

Number of Provider Licenses Display only.

Provisioning ASR and TTS in Cisco CRS

Number of Licensed Unified IP

Display only.

IVR Ports
Maximum Number of sessions Maximum number of sessions associated with this dialog group.

Note You can assign any v alue for Maximu m Number of Chan nels,

but restrictions are placed on the system when a call is made.
This restriction is imposed by t he numb er o f licensed Uni fied
IP IVR ports on your system.

Caution Under heavy load, calls that utilize a channel from an

MRCP ASR Dialog Control Group, might have a reduced
call completion rate as the MRCP channels used by calls
can take some additional time to clean up all the sessions
set up with MRCP resources. To address this situation, you
can overprovision the va lue of this field by a factor of 1.2
or by an additional 20 percent. For example, if your
application requires 100 MRCP ASR channels, then
modify the value in this field to be 120 MRCP ASR
channels.

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Field Name Description

Chapter 3 Provisioning Telephony and Media

Provider Name

Select a MRCP Provider name from the drop-down list that contains
a list of all previously defined provider names.

Enabled Languages

Select the language(s) that you wish to configure for this group from
the list displayed.

The displayed languages represent the locales configured for all
MRCP ASR servers for the specified provider. If there are no M RCP
ASR servers configured, no languages are displayed. In this case, you
will need to update the gr oup configuration once MRCP ASR servers
have been configured for the specified provider.

Step 5 Click Add to apply changes.

Your changes appear in the MRCP ASR Groups list web page.

Provisioning the MRCP TTS Subsystem

The MRCP TTS subsystem conv erts plain te xt (UNI CODE) into spok en words in
order to provide a user with information or prompt a user to respond to an action.

3-28

For example, a compan y might use TTS to read back a customer’ s name, address,
and telephone number for verification before the company ships a requested
product to the custom er’ s locati on. Or a customer might dial into a pre-designat ed
phone number, access a voice portal, and listen to the latest weather report or
stock quotes. TTS can also convert e-mail text to speech and play it back to the
customer 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 defau lt gender setting

for the Locales specified during TTS Server provisioning.

This section contains the following topics:

• Provisioning MRCP TTS Providers, page 3-29

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Chapter 3 Provisioning Telephony and Media

• Provisioning MRCP TTS Servers, page 3-30

• Provisioning MRCP TTS Default Genders, page 3-32

• Configure the Default TTS Provider for the CRS System, page 3-33

Provisioning MRCP TTS Providers

Use the MRCP TTS Providers Configuration web page to specify information
about the vendor of your TTS server.

Note After you update MRCP ASR/TTS Providers, 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 con figured and the
MRCP Provider being refreshed will go OUT_ OF_SERVICE until the reload is
complete.

Provisioning ASR and TTS in Cisco CRS

Procedure

Step 1 From the CRS Administration menu bar, choose Subsystems > MRCP TTS .

The MRCP TTS Providers List web page opens.

Note For a complete description of all columns, icons, and b uttons on this page,

see Chapter 15, “The Subsystems Menu.”

Step 2 Click the Add MRCP TTS Provider hyperlink.

The MRCP TTS Provider Configuration web page opens.

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Step 3 Use this web pag e to spec ify the fo llowing:

Field Name Description

Provider Name Drop-down list., to choose th e MRCP TTS Provider

Chapter 3 Provisioning Telephony and Media

supported by Cisco CRS.
T o change the Pro vider Name, click Edit and modify

the name of the provider. When you edit a Provider
Name, the new name is added to the drop-down list.

Note The information in the Provider Name list is

stored in the property file that is
synchronized across the cluster . Changes are
reflected when you use the
CreateTTSPrompt step in the CRS Editor;
the new Provider wil l be av ailable for use b y
the CRS Editor.

Step 4 Click Add to apply changes.

Your changes appear in the MRCP TTS Providers list web page. You are now
ready to provision MRCP TTS Servers.

Provisioning MRCP TTS Servers

Use the MRCP TTS Servers Configuration web page to specify information about
a TTS server, including.

Procedure

Step 1 From the CRS 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.

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Chapter 3 Provisioning Telephony and Media

Note For a complete description of all columns, icons, and b uttons on this page,

see Chapter 15, “The Subsystems Menu.”

Step 3 Click the Add MRCP TTS Server hyperlink.

The MRCP TTS Server Configuration web page opens.

Step 4 Use this web pag e to spec ify the fo llowing:

Field Name Description

Server Name Host name or IP address of the server the MRCP

Port TCP port number used to connect to the MRCP

Provisioning ASR and TTS in Cisco CRS

TTS server software is installed on.

Server. The valid options are:

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

Languages supported by the TTS Provider. Select a
language from the drop-down list and click Add
Language; the selected language appears in the
Enabled Language list.

Use the check box to specify the playback “gender”
for the language: Male, Female, or Neutral. Select as
many genders as you have installed and enabled on
the specified MRCP TTS Server.

Step 5 Click Add to apply changes.

Your changes appear in the MRCP TTS Server List web page. You are now ready
to provision MRCP TTS Default Genders.

• ScanSoft Server - 4900

• Nuance Server - 554

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Note Whenever a new language is added for a MRCP Server—and if this is the first

instance of this language being added for the corresponding MRCP
Provider—then the default gender for that lo cale and for the speci f ied provider is
set to Neutral. You should check the MRCP Locales page to review the default
genders that are set automatically per locale per provider. Default genders are
used when a prompt for a speci fic locale is used with out specify ing any gender.

Provisioning MRCP TTS Default Genders

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.

Chapter 3 Provisioning Telephony and Media

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 hyperlink.

The MRCP TTS Default Genders Configuration web page displays the default
genders currently configured for each locale for every MRCP TTS Provider that
is currently configured.

Step 3 Optionally, change the default gender setting for each locale for each provider.

Note By default, the “Default Gender” is set to “Neutral” unless configured

explicitly.

Step 4 Click Update to apply changes.

The system updates the default gender setting for each Locale per Provider.

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Chapter 3 Provisioning Telephony and Media

Configure the Default TTS Provider for the CRS System

Optionally, you can configure a default TTS Provider by doing the following:
The Cisco CRS Prompt Manager uses the default TTS Provider for renderi ng 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 .w a v f iles, select the Cisco
LiteSSMLProcessor option as the Default TTS Provider. This option

allows you to execute SSML that has .wav file references in them.

Provisioning ASR and TTS in Cisco CRS

Step 3 Click Update.

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Chapter 3 Provisioning Telephony and Media

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CHAPTER

4

Provisioning Cisco Unified CCX

T o provision the Cisco Unif ied Contact Center Express (Unif ied CCX) subsystem,
you must provision your telephony and media resources (see the “About CRS

Tele phony and Medi a” sectio n on page 3-2).

The following topics introduce the Unified CCX subsystem and explain how to
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

• Configuring and Using Remote Monitoring, page 4-35

• Configuring Agent-Based Routing, page 4-38

• Creating, Modifying, and Deleting Teams, page 4-39

• Unified Gateway Auto-Configuration Details, page 4-43

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About Unified CCX

About Unified CCX

The Cisco CRS system uses the Unified CCX subsystem as part of an Automatic
Call Distribution (ACD) system to provide resource distribution and queueing to
call centers.

• Unified CCX Standard (designed for entry-level users)—Includes the steps

necessary for creating basic Unified CCX appl icatio ns. Does not include a
Java license.

• Unified CCX Enhanced (designed for enterprise-level users)—Includes all

functions of Unified CCXS tandard, plu s supp ort for sk ills-based ro uting an d
pri ori ty que uin g. Includes a Java license enabling custom Java extensions.

• Unified CCX Premium—Adds full Unified IP IVR support (except Unified

ICME integration), including database inte gration, Voice eXtensible Markup
Language (VoiceXML), HTML web integration, custom Java e xtensions, and
e-Notification services. Includes a Java license enabling custom Java
extensions.

Chapter 4 Provisioning Cisco Unified CCX

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 determines where an
incoming call is placed in the queue and to which agent the call is sent.

Each CSQ selects resources from an associated resource pool that you define.
When an agent becomes available to take a call, the system chooses a queued
call from one of the CSQs whose resource pool includes the agent, and routes
that call to that agent.

• 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.

Note Unified CCX 4.x agent-based routing does not support queuing.

An agent can participate in both CSQ- and agent-based routing.
An agent can be any one of the following:

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• Cisco Agent Desktop (CAD)

• IP Phone Agent

• Extension Mobility (EM) Agent

• Supervisor (if the supervisor is taki ng calls): If the supervisor i s not taki ng

calls, it is not considered as an agent. Calls are queued in the CRS server and
sent to agents by the CRS server.

The machine you install your CRS system on determines how many agents and
Unified IP IVR ports Unified CCX can accommodate. Ho we v er, there are several
general configuration rules that you s hould 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 rule.)

About Unified CCX

• Each CSQ cannot associate with more than 50 skills. (CRS Administration

enforces this rule.)

• A call should not queue for more than 25 CSQs. (This is a configuration

design guideline; CRS Administration does not enforce the rule.)

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About Unified CCX

Unified CCX Subsystem Provisioning Checklist

To provision the Unified CCX subsystem, complete the following tasks:

Step Task For instructions, see

Step 1 Provisioning the RM JTAPI provider to allow the RmCm

Subsystem to be in service.

Step 2 Configuring Unified CM users who will be agents in

your Unified CCX system.

“Configuring the RM JTAPI
Provider” section on page 4-5

“Configuring Unified CM for
Unified CCX” section on
page 4-7

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.

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, and
Deleting Skills” sectio n on
page 4-15

Step 5 Assigning agents to resource groups and assigning skills

to agents.

“Configuring Agents” section
on page 4-17

Step 6 Creating Contact Service Queues. “Creating, Modifying, and

Step 7 Provisioning Remote Monit oring—i f you are us ing

Unified CCX Premium.

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Deleting CSQs” section on
page 4-24

“Configuring and Using
Remote Monitoring” section on
page 4-35

Chapter 4 Provisioning Cisco Unified CCX

Configuring the RM JTAPI Provider

Step Task For instructions, see

Step 8 Provisioning agent-based routing—if you are using

Unified CCX Enhanced or Premium.

Step 9 Creating teams and assigning agents to teams. “Creating, Modifying, and

“Configuring Agent-Based
Routing” section on page 4-38

Deleting Teams” section on
page 4-39

Configuring the RM JTAPI Provider

The Resource Manager (RM) of the Unified CCX system is a component of the
Unified CCX subsystem. It uses a Unified CM JTAPI user (called the RM JTAPI
provider) to monit or agent phones, co ntrol agent states , and route and que ue calls.

When you use Cisco CRS to configure a RM JTAPI Provider, CRS automatically
adds the provider information in Unified CManager.

After adding the RM JTAPI provider, you must explicitly associate 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 Extensio ns with th e 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 bar, choose Subsystems > RmCm.

The Unified CCX Configuration web page opens, displaying the RM JTAPI
Provider web page.

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Configuring the RM JTAPI Provider

Step 2 Use this web pag e to spec ify the fo llowing:

Field Name Description

RM JTAPI Provider(s) The host name or IP address of the Cisco Media Convergence Serve r

(Cisco MCS) running Unified CM CTI Man ager.
The RmCm subsystem registers with the CTI manager so that it can

observe an agent's device when the agent logs in. When the CTI
manager fails, the RmCm subsystem registers with the second CTI

manager, if there is one configured.
User ID The RM JTAPI user ID.
Password/Confirm Password Password for the RM JTAPI user.

Note In Cisco CRS 4.x, the RM JTA PI provider specified through CR S

Administration is automatically created in Unif ied CM; it is not necessary
to use the Unified CM web interface to create the user.

Step 3 Click Update to apply changes.

The Unified CM login window appears, requesting a valid ID and password.

Step 4 Enter the Unified CM User ID and Password and click Logon.

The following message appears if CRS is able to contact Unified CM and create
the specified user:

RM JTAPI information updated 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 d o this fr om the
Unified CM User Page for the RM JTAPI Provider. In other words, even though
you create the RM JTAPI User in CRS Administration, you still need to use the

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Configuring Unified CM for Unified CCX

Unified CM interface to associate the RM JTAPI User with an agent extension.
These phones are the same as those associated with each agent (see Assigning

Unified CM Users as Unified CCX Agents, page 4-11).

Configuring Unified CM for Unified CCX

T o enable Unif ied CCX to communicate with Uni fied CM, you f irst need to assign
extensions for the users who will be agents in your Unified CCX system.

Note If you delete a Cisco CRS user with Administrative rights from Unified CM, the

user will not be able to log into the Cisco CRS Administration web interface.

Caution When logging into Cisco Agent Desktop, agents use the Unified CM user ID and

password. While the Unified CM limits ag ent 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 4-9

Displaying Unified CM Cluster Nodes in Unified CCX

When connected to a Unified CM cluster, the Unified CM Configuration page in
the Cisco CRS Administration GUI only displays the IP address of one
node.However, in a two-node cluster, it should show the IP addresses of both the
publisher and subscriber nodes. To display both IP addresses, you must configure
the DNS suffix informati on (for the required nod es in the cl uster) in the ser v er in
which Cisco CRS is installed.

To configure the DNS suffix information and display the IP Addresses of all the
nodes in a cluster, complete the following steps.

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Configuring Unified CM for Unified CCX

Procedure

Step 1 Login to the machine in which Cisco CRS is installed.
Step 2 From the Windows menu, choose Programs > Control Panel > Network

Connections, right-click on the required connection, and select Properties.
The Connection Properties window appears.

Step 3 Select the check box next to Internet Pr otocol (TCP/IP) and click the Properties

button.
The Internet Protocol (TCP/IP) window appears.

Step 4 Click the Advanced butt o n .

The Advanced TCP/IP Settings window appears.

Step 5 Click the DNS tab and enter the appropriate DNS suf fix in the DNS suff ix f or this

connection field .

Chapter 4 Provisioning Cisco Unified CCX

Step 6 Click OK or close in a ny 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 CM Administration

Begin the process of configuring Unified CM by connecting to the Unified CM
Administration web interface.

To connect to the Unified CM Administration web interface, complete the
following steps.

Procedure

Step 1 Perform one of the following actions:

• From the server running Unified CM, choose Start > Programs > Unified

CM > Unified CM Administration.

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