Installing Cisco Customer Response Applications 2.2 on the Cisco ICS 7750
Configuring Cisco CRA
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Configuring Cisco CRA

Table Of Contents

Configuring Cisco CRA

Configuration Procedures for Cisco CRA

Configuring Cisco CallManager for Cisco CRA

Connecting to Cisco CallManager Administration

Changing Cisco CallManager Enterprise Parameters

Adding a CTI Port Group for Cisco CRA

Adding CTI Route Points for Cisco CRA

Creating a Cisco CallManager User for Cisco CRA

Associating the CTI Port Group and CTI Route Points with the Cisco CallManager User for Cisco CRA

Configuring the Application Server for Cisco CRA

Connecting to the Cisco CRA Application Administration Pages

Configuring Cisco CRA with Cisco CallManager User Information

Configuring Cisco CRA with CTI Port Group Information

Configuring IP ICD

Configuring Cisco CallManager for IP ICD

Creating a User for the Resource Manager Subsystem

Assigning IP ICD Extensions to Cisco CallManager Users

Configuring the Application Server for IP ICD

Configuring the Resource Manager JTAPI Provider


Configuring Cisco CRA


This section describes how to configure the Cisco CRA software on an SPE in a Cisco ICS 7750 system.

You must set up the Cisco CRA requirements in Cisco CallManager. You use the Applications Administration interface to configure the CRA server.

This chapter covers these topics:

Configuration Procedures for Cisco CRA

Configuring IP ICD

Configuration Procedures for Cisco CRA

Before you can use IP IVR or IP ICD, you must configure these items in Cisco CallManager:

CTI ports

CTI route points

Cisco CallManager user for Cisco CRA

In the Cisco CRA server, you must set up the JTAPI subsystem information for both IP IVR and IP ICD. To use the call-routing functions of the IVR, you need to set up the media prompts. For callers to access a database, you need to configure the database subsystem.

Table 4-1 lists the procedures and reference information for detailed instructions to complete the configuration of IP IVR and IP ICD.

Table 4-1 Procedures for Configuring Cisco CRA

Procedure
Reference

Create CTI ports in Cisco CallManager for accessing the IP IVR and IP ICD.

See the "Adding a CTI Port Group for Cisco CRA" section.

Add a CTI route point to Cisco CallManager for calling the CTI port group.

See the "Adding CTI Route Points for Cisco CRA" section.

Create a Cisco CallManager CTI user to access the JTAPI subsystem in Cisco CRA.

See the "Creating a Cisco CallManager User for Cisco CRA" section.

Associate the CTI port group and CTI route points with the Cisco CallManager CTI user for the IP IVR.

See the "Associating the CTI Port Group and CTI Route Points with the Cisco CallManager User for Cisco CRA" section.

Configure the Cisco CRA JTAPI subsystem with Cisco CallManager user information.

See the "Configuring Cisco CRA with Cisco CallManager User Information" section.

Configure the Cisco CRA with CTI port group information.

See the "Configuring Cisco CRA with CTI Port Group Information" section.

Configure prompts for the IP IVR.

Refer to the "Media Configuration" topic in the Application Administration online help.

Refer to "Configuring Cisco IP IVR," in the Cisco Customer Response Applications Administrator's Guide.

Define caller access to a relational database for the IP IVR.

Refer to the "Defining Databases for Applications" topic in the Application Administration online help.

Refer to "Configuring Cisco IP IVR," in the Cisco Customer Response Applications Administrator's Guide.

Configure the IP IVR application in the Cisco CRA Engine.

Refer to "Adding and Configuring Applications," in the Cisco Customer Response Applications Administrator's Guide.


Configuring Cisco CallManager for Cisco CRA

This section describes how to configure these components in Cisco CallManager:

CTI ports

CTI route points

Cisco CallManager User for Cisco CRA

Connecting to Cisco CallManager Administration

You can administer Cisco CallManager by using a web browser. To do this, follow these steps:


Note You must make configuration changes to the Cisco CallManager publisher.



Step 1 On the Cisco CallManager server, choose Start > Programs > Cisco CallManager3.1 > CallManager Administration.

You can also connect to the Cisco CallManager web server from any computer on your network by using this URL:

http://servername/ccmAdmin

where servername is either the host name or the IP address of your Cisco CallManager publisher server.

Step 2 Enter your administrator name and password, and click OK.

You are ready to use the Cisco CallManager administration interface to configure Cisco CallManager CTI ports, CTI route points, and users for Cisco CRA.


Changing Cisco CallManager Enterprise Parameters

If you are not using Domain Name System (DNS), you must use the Enterprise Parameters Configuration screen in Cisco CallManager Administration. Making these changes allows Cisco IP Phones to access Authentication, Directories, Help, Information, and Services.

If you are not using DNS and you do not make these changes, users that press the Services button on their Cisco IP Phone will see the error message, "Host not found."

Change these fields in the Enterprise Parameters Configuration page:

URL Authentication

URL Directories

URL Help

URL Information

URL Service

In each of these fields, replace the host name with the IP address of the SPE. (Do not change the Cluster ID field).

Figure 4-1 shows where to change the URL Authentication entry from http://hostname/CCMUser/authenticate.asp to http://IP address/CCMUser/authenticate.asp.

Figure 4-1 Changing the Enterprise Parameters for IP Phones

Adding a CTI Port Group for Cisco CRA

To create ports for callers to access the IP IVR system or IP ICD system, you must set up a CTI port group with CTI ports. Make sure CTI ports in a CTI port group have consecutive directory numbers. For example, if you want 20 CTI ports in a particular CTI port group, and the first is number 9001, the rest of the ports will be 9002 through 9020. With 20 ports, the server can handle 20 calls at the same time.


Note A co-resident Cisco CRA installation is limited to ten ports. A dedicated Cisco CRA installation can support up to 48 ports.


To add CTI ports to Cisco CallManager, follow these steps.


Step 1 Connect to Cisco CallManager Administration.

Step 2 Choose Device > Add a New Device.

Step 3 Use the Device Type drop-down menu to choose Phone, and click Next.

Step 4 Use the Phone type drop-down menu to choose CTI Port, and click Next.

Step 5 In the Phone Configuration page, follow these steps:

a. In the Device name field, enter a name for the device (for example, CTI_Port1).

b. Use the Device Pool drop-down menu to choose the device pool for this CTI port. If there is no other pool, choose Default, and click Insert.

c. A message asks if you would like to add a directory number for Line 1 of this IP phone. Click OK.


Note Configure only one line for each CTI port.


d. In the Directory Number field, enter the directory number for this CTI port. CTI port groups must contain sequential CTI port directory numbers.

e. Click Insert.

f. A message appears that shows that the directory number has been assigned to the selected device. Click OK.


You can continue to add ports by using consecutive directory numbers. A set of consecutively numbered CTI ports is called a CTI port group. Make a note of the port numbers that you have added. You need these numbers when you associate the CTI ports with the Cisco CallManager user in the "Associating the CTI Port Group and CTI Route Points with the Cisco CallManager User for Cisco CRA" section.

Adding CTI Route Points for Cisco CRA

You must create directory numbers to access the IP IVR and IP ICD applications by setting up route points. To add a CTI route point in Cisco CallManager for a Cisco CRA application, follow these steps.


Step 1 In Cisco CallManager Administration, choose Device > Add a New Device.

Step 2 Use the Device Type drop-down menu to choose CTI Route Point, and click Next.

Step 3 In the Device Name field, enter a name of your choice for the CTI route point.

Choose a name that is descriptive.

Step 4 In the Device pool field, choose the device pool for this CTI route point.

If no other pool has been created, choose Default, and click Insert.

Step 5 A message asks if you would like to add a directory number for Line 1 of this Phone. Click OK.


Note Configure only one line for each CTI port.


Step 6 In the Directory Number field, enter the directory number for this CTI route point.

Users will dial this number to reach this CTI route point (for example, 4000).

Step 7 Click Insert.

Step 8 A message appears that shows that the directory number has been assigned to the current device. Click OK.


Creating a Cisco CallManager User for Cisco CRA

You must create a user in Cisco CallManager that is enabled for CTI applications use. This user is the link to the JTAPI subsystem in the Cisco CRA system.

To create a Cisco CallManager user for Cisco CRA, follow these steps.


Step 1 In Cisco CallManager Administration, choose User > Add a New User.

Step 2 In the Add a New User screen, as shown in Figure 4-2, enter a first name and last name for the CRA user. Choose a meaningful name that you can remember (for example, JTAPI CRA).

Step 3 Enter a UserID (for example, JTAPIcra).

Step 4 In the User Password and Confirm Password fields, enter a password of your choice.

Step 5 In the PIN and Confirm PIN fields, enter a personal identification number (PIN) of your choice. The PIN must be at least five characters long.

Step 6 Check the Enable CTI Application Use check box.

Figure 4-2 Create the Cisco CallManager JTAPI User for CRA


Caution When you create a Cisco CallManager user for the application server JTAPI subsystem, you must check the Enable CTI Application Use check box on the Cisco CallManager Add a New User screen. The application server cannot receive calls from Cisco CallManager if you do not click this check box.

Step 7 Click Insert.


Associating the CTI Port Group and CTI Route Points with the Cisco CallManager User for Cisco CRA

After you have configured CTI ports and CTI route points and created a Cisco CallManager user, you need to associate the CTI ports and CTI route points with that user. To do this, follow these steps.


Step 1 On the User Information page for the Cisco CallManager user for Cisco CRA, click Device Association.

Figure 4-3 shows the page for accessing all available devices to assign to the JTAPI user.

Figure 4-3 Access Devices in Cisco CallManager

Step 2 To find the devices to assign to the JTAPI user, use the Available Device List Filters. Select parameters for locating the CTI ports and CTI route points from the drop-down lists. Base the parameters on the directory numbers assigned to these ports and route points.

Step 3 Click Select Devices.

A list of devices appears that meet your selection criteria, as shown in Figure 4-4.

Figure 4-4 Cisco CallManager Assign Devices Page

Step 4 Make sure that the No ICD Extension is selected.

Step 5 Make sure the No Primary Extension is selected.

Step 6 In the Available Devices area, check the check boxes associated with the Device Name fields for the CTI ports and CTI route points that you set up for Cisco CRA.

Step 7 Click Update.


Configuring the Application Server for Cisco CRA

After you have configured Cisco CallManager for IP IVR and IP ICD, you must configure the application server to communicate with Cisco CallManager and the Cisco IP Telephony Directory.

This section includes these topics:

Connecting to the Cisco CRA Application Administration Pages

Configuring Cisco CRA with Cisco CallManager User Information

Configuring Cisco CRA with CTI Port Group Information

Connecting to the Cisco CRA Application Administration Pages

You can administer the application engine and your Cisco CRA applications from any computer on the network by using a web browser. You can use the Cisco CRA Administration web pages to start and stop applications, configure system parameters, and monitor application activity. To connect to the Cisco CRA Application Administration pages, follow these steps.


Step 1 Connect to the Application Administration web server by using this URL:

http://servername/AppAdmin

where servername is either the host name or the IP address of your application server.

If you are using the computer that is running the application server, you can connect to the web pages by choosing Start > Programs > Cisco CRA Administrator  Application Administrator.

Step 2 Enter your username and password in the logon dialog box, and click OK. The Cisco CRA Application Administration main menu page appears, as shown in Figure 4-5.

Figure 4-5 Cisco CRA Application Administration

You can use the Cisco CRA Application Administration web pages to configure the CRA Engine and subsystems and to add or modify Cisco CRA applications.


Adding a Desktop Shortcut for the Cisco CRA Application Administrator

To create a desktop shortcut on a remote PC for accessing the Application Administrator, follow these steps.


Step 1 Open a browser on the client PC, and enter the URL to access the Cisco CRA Application Administrator.

http://servername/AppAdmin

Step 2 From the menu bar of the browser, choose Tools > Internet Options.

Step 3 In the Internet Options dialog box, under the Home page access field, click Use Current, and click OK.

Step 4 Right-click on the Application Administrator main menu page, and choose Create Shortcut.

Step 5 A message states that a shortcut will be placed on your desktop. Click OK.


Configuring Cisco CRA with Cisco CallManager User Information

Next, you need to configure the JTAPI subsystem with the user information that you created in Cisco CallManager. The application server uses the JTAPI subsystem to send and receive calls from the Cisco CallManager CTI Manager.


Step 1 At the Application Administration Main Menu, click JTAPI in the Options column.

Step 2 In the JTAPI Providers field, enter the IP address or the host name of the SPE running Cisco CallManager CTI Manager. You can enter up to two CTI Managers, separated by a space. If the first CTI Manager becomes unavailable, the second one connects and maintains calls.

Step 3 In the UserID field, enter the Cisco CallManager UserID that you defined in the "Creating a Cisco CallManager User for Cisco CRA" section (for example, JTAPIcra).

Step 4 In the Password field, enter the password that you defined for this UserID.

Step 5 Click Update to enter your changes.


Configuring Cisco CRA with CTI Port Group Information

After you provide the Cisco CallManager user information, you can configure the JTAPI subsystem with the CTI port group information that you set up in Cisco CallManager.


Step 1 On the JTAPI configuration page, click Add new CTI Port Group.

Step 2 On the Add a New CTI Port Group page, use the CTI Group Type drop-down menu to choose Applications. Click Next.

Step 3 On the CTI Port Group Configuration page, enter the index number that you want to use in the Number field. Use a number of your choice for keeping track of CTI port groups.

Step 4 In the Initial CTI Port field, enter the first CTI port directory number that you established for this user in the "Adding a CTI Port Group for Cisco CRA" section.

Step 5 In the Last CTI Port field, enter the CTI port directory number of the last CTI port for this user.


Note CTI port groups must contain sequential CTI port directory numbers.


Step 6 Click Update.


You need to finish the IP IVR configuration by completing these tasks:

Configure the prompts for the IP IVR.

Define caller access to a relational database.

Configure the IP IVR application in the CRA Engine.

See Table 4-1 for references to configuration information for these tasks in the Application Administration online help and the Cisco Customer Response Applications Administrator's Guide.

Configuring IP ICD

To set up a IP ICD system, you must configure these items first:

CTI ports

CTI route points

Cisco CallManager user for Cisco CRA

In addition, you must configure these items:

Cisco CallManager User for the Resource Manager subsystem

IP ICD extensions for users who will be agents in the IP ICD resource group

Resource Manager JTAPI provider

In the Cisco CRA server, you must set up the Resource Manager subsystem information. You need to create IP ICD agents and assign them to resource groups. To use the call-queuing functions of the IP ICD, configure the Event Service Desk to handle incoming calls.

Table 4-2 lists the procedures and reference information for detailed instructions to complete the configuration of IP ICD.

Table 4-2 Procedures for Configuring IP ICD 

Procedure
Reference

Create a Cisco CallManager User for the Resource Manager subsystem.

See the "Creating a User for the Resource Manager Subsystem" section.

Add IP ICD extensions for users who will be agents in the IP ICD Resource Group.

See the "Assigning IP ICD Extensions to Cisco CallManager Users" section.

In Cisco CRA administration, create the Resource Manager JTAPI provider.

See the "Configuring the Resource Manager JTAPI Provider" section.

Configure Resource Groups.

Refer to the "Configuring Resource Groups for Cisco IP ICD" topic in the Application Administration online help.

Refer to "Configuring Cisco IP ICD," in the Cisco Customer Response Applications Administrator's Guide.

Configure the Event Service Desk.

Refer to the "Configuring the Event Desk" topic in the Application Administration online help.

Refer to "Configuring Cisco IP ICD," in the Cisco Customer Response Applications Administrator's Guide.

Configure the IP ICD application in the CRA Engine.

Refer to "Adding and Configuring the Applications," in the Cisco Customer Response Applications Administrator's Guide.

Running reports and managing IP ICD application.

Refer to "Managing Applications," in the Cisco Customer Response Applications Administrator's Guide.

Add IP ICD extensions for users who will be agents in the IP ICD Resource Group.

See the "Assigning IP ICD Extensions to Cisco CallManager Users" section.


Configuring Cisco CallManager for IP ICD

The IP ICD application uses the JTAPI subsystem and CTI ports also. You must set these up first. Next, you must configure these two Cisco CallManager parameters for specifically for IP ICD:

Create a Cisco CallManager user for the Resource Manager subsystem.

Assign IP ICD extensions for the users who will be agents in your IP ICD resource group.

Creating a User for the Resource Manager Subsystem

To create a Cisco CallManager user for the Resource Manager subsystem, follow these steps:


Step 1 Connect to Cisco CallManager Administration. For more information on how to do this, see the "Connecting to Cisco CallManager Administration" section.

Step 2 Choose User > Add a New User.

Step 3 In the Add a New User screen, enter a first and last name for this user. Use something that is meaningful and easy to remember (for example, RM User).

Step 4 In the UserID field, enter a UserID (for example, RM).

Step 5 In the User Password and Confirm Password fields, enter a password of your choice.

Step 6 In the PIN and Confirm PIN fields, enter a personal identification number (PIN) of your choice. The PIN must be at least five characters long.

Step 7 Check the Enable CTI Application Use check box.


Caution When you create a Cisco CallManager user for the Application Server Resource Manager JTAPI Provider, you must check the Enable CTI Application Use check box on the Cisco CallManager Add a New User screen.

Step 8 Click Device Association.

Step 9 In the User Information: Assign Devices page, check the boxes associated with your agent phone devices.

Step 10 Click No Primary Extension.

Step 11 Click Insert or Update. Insert appears if this is the first time for this action; otherwise Update appears.


Assigning IP ICD Extensions to Cisco CallManager Users

To configure users to become IP Integrated Contact Distribution (IP ICD) agents, follow these steps in Cisco CallManager.

If the CRA Engine is running, you must assign each new IP ICD agent to a resource group before you can log on. However, if the CRA Engine is restarted after an agent is added, the agent can log on without being assigned to a resource group.


Note If the CRA Engine is restarted after an agent is added, that agent can belong to a resource group that is not assigned to an Event Service Desk.



Note You should turn off call-waiting on your IP ICD agents' ICD extensions. IP ICD does not monitor activity on a non-ICD extension. IP ICD agents with a non-ICD extension on the same device as their ICD extension are considered available if their non-ICD extension is in use. Agents should click the Unavailable button on the IP ICD Agent Desktop to avoid receiving calls from IP ICD.


Follow these steps to assign IP ICD extensions to agents.


Step 1 Connect to Cisco CallManager Administration.

Step 2 Choose User > Global Directory.

Step 3 In the User Information page, search for existing users.

Step 4 Click the username whose profile you want to modify.

Step 5 At the User Information page, check the Enable CTI Application Use check box, as shown in Figure 4-6.

Figure 4-6 Enable CTI Application Use for the IP ICD User

Step 6 Click Device Association.

Step 7 Make sure that you have a device configured for this user.

Step 8 Make sure that No ICD Extension is not selected.

Step 9 Locate the device that you want to use as this user's ICD Extension, as shown in Figure 4-7.

Step 10 Make sure that ICD Ext. is selected for that device.

Figure 4-7 Assign Devices for the IP ICD Users

Step 11 Click Update.


Note You cannot use Cisco CallManager Extension Mobility with the IP ICD Agent Desktop.



Configuring the Application Server for IP ICD

The IP ICD Resource Manager uses a Cisco CallManager user for monitoring agent phones, controlling agent states, and routing and queueing calls. You must configure the Resource Manager JTAPI provider in the application server.

Configuring the Resource Manager JTAPI Provider

Configure the Resource Manager subsystem by following these steps:


Step 1 Connect to the Cisco CRA Application Administration pages. For more information on how to do this, see the "Connecting to the Cisco CRA Application Administration Pages" section.

Step 2 On the Application Administration Main Menu, click Resource Manager. The system displays the Resource Manager Configuration page.

Step 3 In the RM JTAPI Providers field, enter the IP address or host name of the SPE running Cisco CallManager CTI Manager. You can enter up to two CTI Managers, separated by a space. If the first CTI Manager becomes unavailable, the second one connects and maintains calls.

Step 4 In the UserID field, enter the Cisco CallManager UserID that you defined in the "Assigning IP ICD Extensions to Cisco CallManager Users" section (for example, RM).

Step 5 In the Password field, enter the password that you defined for this UserID.

Step 6 Click Update to enter your changes.


Finish the IP ICD configuration by completing these tasks:

Configure the resource groups.

Configure the Event Service Desk.

Configure the IP ICD application in the CRA Engine.

See Table 4-2 for references to configuring these tasks in the Application Administration online help and the Cisco Customer Response Applications Administrator's Guide.