Cisco CRS Release 4.1(1) Manuals

Manuals and User Guides for Cisco CRS Release 4.1(1). We have 1 Cisco CRS Release 4.1(1) manual available for free PDF download: Administration Manual

Cisco CRS Release 4.1(1) Administration Manual (436 pages)

Customer Response Solutions Release 4.1(1)

Brand: Cisco | Category: Software | Size: 3.49 MB

Table of Contents
4
Related Documentation
23
Obtaining Documentation
25
Cisco Product Security Overview
26
Documentation Feedback
26
Ordering Documentation
26
Obtaining Technical Assistance
28
Submitting a Service Request
29
Definitions of Service Request Severity
30
Obtaining Additional Publications and Information
31
Unified IP IVR
38
Unified CCX
39
Unified QM
40
About CRS Cluster Architecture
40
- About the CRS Active Server
  41
About the Cisco CRS Engine
42
Setting up Cisco CRS
44
Running and Managing Cisco CRS
49
Where to Go from here
50
CHAPTER 2 Introducing the CRS Administration Web Interface

51
Cisco Customer Response Solutions: Configuration

57
CHAPTER 3 Provisioning Telephony and Media

59
CHAPTER 4 Provisioning Cisco Unified CCX

93
CHAPTER 5 Provisioning Additional Subsystems

138
- About Additional Subsystems
  138
- Provisioning the Unified ICME Subsystem
  139
- Provisioning the HTTP Subsystem
  144
  - Configuring HTTP Triggers
    145
  - Changing Port Numbers
    146
- Provisioning the Database Subsystem
  148
  - Defining an ODBC Data Source
    149
  - Provisioning the Database Subsystem
    150
  - Adding a New Data Source
    151
  - Defining an ODBC Data Source
    151
- Provisioning the Email Subsystem
  152
CHAPTER 6 Configuring Cisco Applications

156
- About CRS Applications
  156
- Adding Application Triggers
  171
  - Adding a JTAPI Trigger
    172
    
    Adding JTAPI Triggers from the JTAPI Subsystem
    173
  - Adding an HTTP Trigger
    174
    
    Adding HTTP Triggers from an Application Web Page
    175
    
    Adding HTTP Triggers from the HTTP Subsystem
    175
- Managing Scripts
  178
  - Uploading New Scripts
    179
  - Viewing or Downloading a Script File
    181
  - Refreshing Scripts
    183
    
    Individual Script Refresh
    183
    
    Bulk Script Refresh
    184
  - Renaming a Script or Folder
    186
  - Deleting a Script or Folder
    187
  - Sample Scripts
    188
CHAPTER 7 Managing Prompts, Grammars, Documents, and Custom Files

190
- Managing Prompt Files
  190
- Managing Grammar Files
  191
- Managing Document Files
  192
- Managing Document Files
  194
- Managing Languages
  195
  - Creating a New Language
    196
  - Renaming a Language
    197
  - Deleting a Language
    197
  - Upload Zip Files to a Language Folder
    198
  - Unzipping a Document File after Uploading
    199
- Recording and Uploading Prompt Files
  199
  - Recording a Prompt
    201
  - Add Spoken Name Prompts
    203
- Managing Custom Files
  203
- Managing AAR Files
  206
  - Creating AAR Files
    209
  - Uploading AAR Files
    209
  - The META-INF Directory
    209
  - The Prompts, Grammars, Documents, and Scripts Directories
    210
    
    The Grammars Directory
    210
    
    The Prompts Directory
    210
    
    The Documents Directory
    211
    
    The Scripts Directory
    211
  - AAR Manifest
    211
  - Attribute Types
    213
    
    Main Attributes
    213
    
    Per-Entry Attributes
    215
    
    The META-INF Directory Attributes
    216
CHAPTER 8 Managing the Cisco CRS System

221
- Control Center Terminology
  222
- About Control Center Management
  223
- High Availability and Automatic Failover
  226
  - Network Partitions
    227
- Managing the Control Center
  227
  - Adding Licenses and Activating Components
    230
    
    Adding a License
    230
  - Activating a Component
    231
  - Removing a Server
    232
- Disabling a Server
  233
- Starting, Stopping, and Restarting Cisco CRS Services
  234
- Reelect Master
  235
- Server Traces
  236
- Server Details
  237
- Managing the Cisco CRS Engine
  238
  - Monitoring Service Status
    238
  - Controlling the Auto Refresh Interval
    239
- Managing CRS LDAP Server Information
  240
  - Adding LDAP Server Information
    241
  - Additional DCD Information
    245
  - Additional AD Information
    246
  - Additional ND Information
    246
  - Migrating LDAP Information
    246
    
    Requirements to Migrate LDAP Information
    247
    
    Additional References
    248
    
    Migrating to a Different LDAP Directory
    249
- Managing System Parameters
  252
- Exiting the CRS Administration
  257
- Tracing Configuration
  257
- CRS Log Collection Tool
  
  258
  - Cisco CRS Utilities
    258
    
    Changing the Crsadministrator Password
    259
    
    Changing the Unified CM Service Password
    259
    
    CRS Admin Utility
    259
    
    Logging on to the Cisco CRS Admin Utility
    259
    
    Synchronizing the Cisco Historical Reports User Password
    259
    
    Synchronizing the CRS Administrator Password
    259
    
    Refreshing Account Sync Status
    263
    
    CRS Serviceability Utility
    264
    
    Loglevel Entry in Registry
    264
    
    Launching the Cisco CRS Serviceability Utility
    265
    
    Synchronizing LDAP Bootstrap Information
    266
    
    Updating Property File Information
    266
    
    Updating CRS IP Address Information
    267
    
    Updating Unified CM IP Address Information
    268
    
    Examples: Updating Cisco CRS IP Address Information
    269
    
    Updating the LDAP Password
    273
Chapter 9 Managing the Cisco CRS Datastores

275
- About the CRS Datastore
  275
  - Inactive Retention Period
    277
- The CRS Datastore Control Center
  278
  - Datastore Control Center
    279
- The Publisher Activation Page
  281
- Changing Publisher to Subscriber
  282
- Configuring Trace Settings
  282
  - Trace Settings and Unified CM Performance
    284
- Starting, Stopping, and Restarting Datastores
  284
- Configuring Alarm Settings
  285
CHAPTER 10 Managing Cisco CRS Historical Reporting

288
CHAPTER 11 Reporting on Real-Time CRS Data

302
- Available CRS Real-Time Reports
  302
- Opening Real-Time Reporting
  303
- Running Reports
  304
- Viewing Detailed Subreports
  304
- Printing Reports
  305
- Resetting Report Statistics
  305
- Setting Report Options
  306
- Setting Report Appearance
  307
- The Application Reporting User Interface
  307
  - The Report Menu
    307
    
    The Engine Tasks Menu Option
    312
    
    The Contacts Menu Option
    313
    
    The Sessions Menu Option
    318
    
    The Data Source Usage Menu Option
    319
    
    The Overall Unified Contact Center Express Stats Menu Option
    319
    
    The CSQ Unified Contact Center Express Stats Menu Option
    321
    
    Failover Behavior for Unified Contact Center Express Stats
    323
    
    The Resource Unified Contact Center Express Stats Menu Option
    323
    
    The Refresh Connections Menu Option
    324
    
    The Reset All Stats Menu Option
    324
    
    The Tools Menu
    324
    
    Application Tasks
    325
    
    The Views Menu
    325
    
    Applications
    326
    
    Contacts
    326
    
    Sessions
    327
    
    The Settings Menu
    327
    
    The Options Menu Option
    328
Chapter 12 Using the Cisco CRS Supervisor and Cisco CRS User Options Plug-Ins

329
- Using the CRS Supervisor Web Interface
  330
  - Accessing the Cisco CRS Supervision Web Page
    330
  - Monitoring Agents
    330
  - Monitoring Csqs
    331
  - Viewing CSQ Ids for Remote Monitoring
    331
  - Installing Client-Side Historical Reporting
    332
- Using the CRS User Options Web Interface
  332
Cisco Customer Response Solutions: Reference

337
CHAPTER 13 The System Menu

339
- The LDAP Information Menu Option
  340
- The Control Center Menu Option
  341
- Control Center/Servers
  341
- Servers/Display Licenses
  342
- Servers/Add License(S)
  342
- Control Center/Features
  342
- Control Center/Features/Component Activation
  342
- The Datastore Control Center Menu Option
  343
- The System Parameters Menu Option
  343
- The Custom File Configuration Menu Option
  344
  - Custom Classes/Steps/Subsystems Configuration
    344
  - List of Custom Steps/Subsystems Start up Order
    345
- The Alarm Configuration Menu Option
  346
- The Tracing Menu Option
  347
  - Trace File Configuration
    348
  - Trace Configuration
    348
  - Agent/Historical/Repository Trace Configuration
    348
- The Logout Menu Option
  349
CHAPTER 14 The Applications Menu

351
- The Application Management Menu Option
  352
- The Script Management Menu Option
  353
- Prompt Management
  354
- Grammar Management
  355
- Document Management
  357
- AAR Management
  358
CHAPTER 15 The Subsystems Menu

359
- The JTAPI Menu Option
  360
  - JTAPI Provider Configuration
    361
    
    JTAPI Provider Migration
    361
  - JTAPI Call Control Group Configuration
    362
    
    Adding a New JTAPI Call Control Group
    362
  - JTAPI Triggers Configuration
    363
    
    Adding a JTAPI Trigger
    363
  - Resynchronizing JTAPI Information
    363
- The Rmcm Menu Option
  364
  - Skills Configuration
    365
    
    Adding a New Skill
    366
  - Resources Configuration
    366
    
    Modifying a Resource
    367
  - Resource Group Configuration
    367
    
    Adding a New Resource Group
    367
  - CSQ Configuration
    368
    
    Adding a CSQ
    368
  - RM JTAPI Provider Configuration
    369
  - Assign Skills Configuration
    369
    
    Adding Skills
    370
    
    Removing Skills
    370
  - Remote Monitor Configuration
    370
    
    Assigning Resources and Csqs to a Remote Supervisor
    371
  - Agent Based Routing Settings Configuration
    371
  - Teams Configuration
    371
    
    The Add a New Team Hyperlink
    372
- The Unified ICME Menu Option
  372
  - Unified ICME Configuration
    373
  - Adding an Unified ICME VRU Script
    373
    
    Add a New Unified ICME VRU Script
    374
- The Database Menu Option
  374
  - Database Subsystem Configuration
    374
  - Adding a New Data Source
    375
- The HTTP Menu Option
  375
  - HTTP Configuration
    375
  - Add a New HTTP Trigger
    376
- The Email Menu Option
  376
  - Email Configuration
    376
- The Cisco Media Menu Option
  377
  - Add a New CMT Dialog Control Group Hyperlink
    377
- The MRCP ASR Menu Option
  377
  - MRCP ASR Provider Configuration
    378
    
    Add a New MRCP ASR Provider
    379
  - MRCP ASR Server Configuration
    379
    
    Add a New MRCP ASR Server
    379
  - MRCP ASR Dialog Group Configuration
    380
    
    Add a New MRCP ASR Dialog Control Group
    380
- The MRCP TTS Menu Option
  380
  - MRCP TTS Provider Configuration
    381
    
    Add a New MRCP TTS Provider
    381
  - MRCP TTS Server Configuration
    382
    
    Add a New MRCP TTS Server
    382
Chapter 16 The Tools Menu

383
CHAPTER 17 The Help Menu

395
- The Contents and Index Option
  396
- The for this Page Menu Option
  397
- The CRS Documenation Link Option
  397
- The about Menu Option
  397
Cisco CRS Licensing Packages

399
APPENDIX A Cisco CRS Licensing Packages

400

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Cisco CRS Release 4.1(1) Manuals

Cisco CRS Release 4.1(1) Administration Manual (436 pages)

Table of Contents

CHAPTER 2 Introducing the CRS Administration Web Interface

Cisco Customer Response Solutions: Configuration

CHAPTER 3 Provisioning Telephony and Media

CHAPTER 4 Provisioning Cisco Unified CCX

CHAPTER 5 Provisioning Additional Subsystems

CHAPTER 6 Configuring Cisco Applications

CHAPTER 7 Managing Prompts, Grammars, Documents, and Custom Files

CHAPTER 8 Managing the Cisco CRS System

CRS Log Collection Tool

Chapter 9 Managing the Cisco CRS Datastores

CHAPTER 10 Managing Cisco CRS Historical Reporting

CHAPTER 11 Reporting on Real-Time CRS Data

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

Cisco Customer Response Solutions: Reference

CHAPTER 13 The System Menu

CHAPTER 14 The Applications Menu

CHAPTER 15 The Subsystems Menu

Chapter 16 The Tools Menu

CHAPTER 17 The Help Menu

Cisco CRS Licensing Packages

APPENDIX A Cisco CRS Licensing Packages

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Cisco Categories