Cisco CRS-1 - Carrier Routing System Router Instruction Manual

Americas Headquarters
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134-1706
USA
http://www.cisco.com
Tel: [phone]
800 553-NETS (6387)
Fax: [phone]
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

THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT
SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE
OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.
The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB’s public
domain version of the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California.
NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS” WITH
ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT
LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF
DEALING, USAGE, OR TRADE PRACTICE.
IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING,
WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO
OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the
document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental.
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Copyright © 2007 Cisco Systems, Inc. All rights reserved.
CCVP, the Cisco Logo, and the Cisco Square Bridge logo are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn is a service mark of Cisco Systems,
Inc.; and Access Registrar, Aironet, BPX, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco
Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, Follow Me Browsing,
FormShare, GigaDrive, GigaStack, HomeLink, Internet Quotient, IOS, iPhone, IP/TV, iQ Expertise, the iQ logo, iQ Net Readiness Scorecard, iQuick Study, LightStream,
Linksys, MeetingPlace, MGX, Networking Academy, Network Registrar, Packet, PIX, ProConnect, RateMUX, ScriptShare, SlideCast, SMARTnet, StackWise, The Fastest Way
to IncreaseYour Internet Quotient, and TransPath are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries.
All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship
between Cisco and any other company. (0612R)

iii
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
CONTENTS
Preface xix
Audience xx
Organization xx
Related Documentation xxiii
Conventions xxiii
Obtaining Documentation xxv
Cisco.com xxv
Product Documentation DVD xxv
Ordering Documentation xxvi
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
PART 1Cisco Customer Response Solutions: Overview
CHAPTER 1Introducing Cisco Customer Response Solutions 1-1
About the Cisco Unified Communications Components 1-2
The Cisco CRS Product Family 1-3

Contents
iv
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
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 Cisco CRS 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
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
CHAPTER 2Introducing 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
PART 2Cisco Customer Response Solutions: Configuration
CHAPTER 3Provisioning Telephony and Media 3-1
About CRS Telephony and Media 3-2

v
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Contents
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
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
CHAPTER 4Provisioning 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

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

vii
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Contents
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
CHAPTER 5Provisioning Additional Subsystems 5-1
About Additional Subsystems 5-2
Provisioning the UnifiedICME 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
CHAPTER 6Configuring 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-Answer Application 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 Triggers 6-17
Adding a JTAPI Trigger 6-18

Contents
viii
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
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
Sample Scripts 6-34
CHAPTER 7Managing 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

ix
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Contents
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
AAR Manifest 7-23
Attribute Types 7-25
Main Attributes 7-25
Per-Entry Attributes 7-27
The META-INF Directory Attributes 7-28
CHAPTER 8Managing 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

Contents
x
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Disabling a Server 8-13
Starting, Stopping, and Restarting Cisco CRS 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
Synchronizing the Cisco Historical Reports User password 8-43
Refreshing Account Sync Status 8-43

xi
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Contents
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
CHAPTER 9Managing 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
CHAPTER 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

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

xiii
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Contents
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
CHAPTER 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
PART 3Cisco Customer Response Solutions: Reference
CHAPTER 13 The System Menu 13-1
The LDAP Information Menu Option 13-2
The Control Center Menu Option 13-3

Contents
xiv
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
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
Trace File Configuration 13-10
Trace Configuration 13-10
Agent/Historical/Repository Trace Configuration 13-10
The Logout Menu Option 13-11
CHAPTER 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
CHAPTER 15 The Subsystems Menu 15-1
The JTAPI Menu Option 15-2
JTAPI Provider Configuration 15-3

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

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

xvii
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Contents
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
CHAPTER 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
APPENDIX ACisco 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
I NDEX

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

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

Preface
Audience
xx
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
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 CRS: Overview”, provides an overview of the Cisco CRS
components and CRS Administration web interface.
•Part 2, “Cisco CRS: Configuration,” describes the tasks necessary for
configuring Cisco CRS.
•Part 3, “Cisco CRS: Reference,” describes the menu options of the and the
available real-time reports.
Part 1 contains the following chapters:
Chapter Title Description
Chapter 1 Introducing Cisco
Customer Response
Solutions
Describes key features of the
Cisco CRS system. Provides an
overview of the configuration tasks
necessary to configure and
administer Cisco CRS.
Chapter 2 Introducing the CRS
Administration Web
Interface
Provides an overview of the
CRS Administration web interface.