This document describes how to move the Cisco Desktop RASCAL and VoIP
server from a co-resident Cisco Customer Response Solutions (CRS) server to a
dedicated Cisco Desktop RASCAL and VoIP Monitor server in a Cisco IP Contact
Center (IPCC) Express environment.
This document assumes Cisco CRS server and Cisco Desktop Product Suite
Readers of this document should have knowledge of these topics:
The information in this document is based on these software and
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
Refer to the
Technical Tips Conventions for more information on document
If you run Cisco CRS Enhanced, one option is to set up a dedicated
server to handle recording, voice monitoring, and maintain Integrated Call
Distribution (ICD) statistics. A dedicated server can conserve CPU resources on
the CRS server because the CRS server does not need to handle these functions.
Before you implement these changes, read Appendix A in
Started with Cisco Customer Response Applications.
Complete these steps in order to move RASCAL and the VoIP server from a
co-resident CRS server to a dedicated RASCAL and VoIP server:
Create a folder under the root directory on the new dedicated
RASCAL/VoIP Monitor server.
Copy the original license file on the CRS server to the
Run the CRS installation on the dedicated RASCAL and VoIP Monitor
When the Cisco Customer Response Applications Component
Distribution window appears, select VoIP Monitor server and
ICD Recording Server.
Note: Do not choose any other components.
Shut down the Cisco Desktop RASCAL and VoIP server services on the
Note: You can leave the VoIP Monitor server service running on the CRS
Run the Cisco Desktop Administrator on the new dedicated Cisco
Desktop RASCAL and VoIP Monitor server in order to set the Default VoIP
If your system has only one VoIP Monitor server, it is not
necessary to set a default monitor server or to manually assign each device to
that single monitor. The VoIP Monitor server assumes that each device is
assigned to it as the only available monitor server. Select a default monitor
server to avoid devices becoming unassigned to any monitor server. This can
arise when there is more than one VoIP Monitor server in the system.
Note: Modifications made in the VoIP Monitor window go into effect
immediately. For details, see section 2, Enterprise Data, in the
Desktop Administrator User Guide.
Figure 2—Cisco Desktop Administrator - New Dedicated VoIP