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

Table Of Contents

Installing Cisco CRA

Installing Customer Response Applications

Connecting the Peripherals

Accessing the CD

Installing the Software

Correcting Installation Errors

Completing Cisco CRA Installation Tasks

Setting Up the Directory Link

Configuring the SNMP Trap Sender

Backing Up and Restoring Your Cisco CRA Files

Installing Plug-Ins from the Application Server

Installing the Cisco CRA Editor

Adding a Client Desktop Shortcut for the Cisco CRA Editor

Installing the IP ICD Agent Desktop

Installing the IP ICD Agent Desktop as an Administrator

Installing the IP ICD Agent Desktop as an Agent

Installing the Cisco CRA Real Time Reporting Client

Installing the CRA Software Developer's Kit


Installing Cisco CRA


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

You can use two basic server configurations with Cisco CRA:

Dedicated server—Both IP ICD and IP IVR are installed on an SPE that is not running Cisco CallManager or any other application.

Co-resident configuration—Either IP ICD or IP IVR is installed on the same SPE running Cisco CallManager.

See "Preparing to Install Cisco CRA," for more information about configuration requirements and the order of installation. For the procedure to install a dedicated SPE for Cisco CRA, see the "Installing an SPE for Applications" section.

This chapter covers these topics:

Installing Customer Response Applications

Completing Cisco CRA Installation Tasks

Backing Up and Restoring Your Cisco CRA Files

Installing Plug-Ins from the Application Server

Installing Customer Response Applications

You must have Cisco CallManager Release 3.1 installed and configured on an SPE before beginning the Cisco CRA installation procedure.


Note The DC Directory that is on the Cisco CallManager publisher SPE must be running before you install Cisco CRA.


This section includes these topics:

Connecting the Peripherals

Accessing the CD

Installing the Software

Connecting the Peripherals

To install Cisco CRA, you must connect a CD-ROM drive, a monitor, a keyboard, and a mouse to the target SPE.

Follow these steps:


Step 1 Connect the monitor cable to the video port on the target SPE, and power on the monitor.

Step 2 Attach the CD-ROM drive tray to the fan tray underneath the SPE by threading the hooks on the drive tray into the grid on the fan tray. If the CD-ROM drive is already present, go to Step 4.


Note The CD-ROM drive tray is for temporary use when loading software on the SPE. Always remove the CD-ROM drive and drive tray when you finish using them.


Step 3 Connect the CD-ROM drive USB cable to one of the USB ports on the target SPE. You can use either port.

Step 4 Connect a keyboard and mouse to the target SPE.

If using a PS/2-style keyboard and mouse, connect the Y splitter cable for your keyboard and mouse to the keyboard or mouse port on the target SPE, and then connect your keyboard and mouse to the available ends of the Y splitter cable.

If using a USB keyboard and mouse, connect the USB keyboard to the available USB port on the target SPE, and then connect the mouse to the pass-through USB port on the keyboard. If you are using a USB hub instead of a keyboard with a pass-through USB port, connect the USB hub to the available USB port on the SPE, and then connect the keyboard and mouse to the USB hub.


Note For a list of USB peripherals for the Cisco ICS 7750, refer to the "Connecting a Monitor, Keyboard, and Mouse to the SPE Card" section in the Cisco ICS 7750 Getting Started Guide.


Step 5 If you are using a PS/2 keyboard and mouse, reboot the target SPE. This forces Windows 2000 to recognize that these peripherals are connected to the target SPE.


Accessing the CD

Use these steps to access the Cisco CRA for the Cisco ICS 7750 installation CD-ROM:


Step 1 Use the connected peripherals to access the SPE Windows interface.

Step 2 Enter your administrator username (the default is administrator), and enter your password. (Use the password that you set in the ICSConfig session.)

Step 3 Insert the Cisco CRA for the ICS 7750 Version 2.2 CD-ROM in the CD-ROM drive that is attached to the USB port. The Customer Response Applications installation wizard opens.


Note If the Cisco Installation Wizard does not open, use Windows Explorer to locate the file stistage.exe on the CD-ROM. Double-click STISTAGE.EXE to launch the installer.



Installing the Software

Follow these steps to install Cisco CRA:


Step 1 When the Welcome screen appears, click Next.

Step 2 In the Cisco Customer Response Applications Product Keys screen, enter the product keys of the products that you want to install (see Table 3-1).


Note After you enter a product key, another product key field appears. For a list of which components are installed with each product key, refer to the Release Notes for Cisco Customer Response Applications 2.2 on the Cisco ICS 7750.


Table 3-1 Cisco CRA Product Keys 

Product
Key

IP Interactive Voice Response (IP IVR)

KARB KEGB FDYR OVYW

IP Integrated Contact Distribution (IP ICD)

LQKF AEXK EZZW ZHBU

Cisco Customer Response Applications Software Developer's Kit (CRA SDK)

QVRD BUTQ GNCJ HFCM



Note When you install Cisco IP IVR, both the Cisco CallManager IP AA and the Cisco Extension Mobility products are installed.


Step 3 Click Next after you enter the keys for the products that you want to install.

Step 4 The Cisco Installation Wizard dialog box displays the products that you chose to install. Click Yes to confirm your product selections.


Note If you are reinstalling Cisco CRA, the system asks you to confirm that you want to reinstall. Click Yes in each window.


Step 5 In the Cisco CallManager Database Location window, enter the Cisco CallManager database information:

Co-resident installation—Click This server.

Dedicated server installation—Click A different server, and enter the Cisco CallManager server Host name, Username, and Password.

Step 6 Click Next.

Step 7 If you are installing a dedicated server, the Directory Server Configuration screen appears. Click Subscriber.

Step 8 You must enter the publishing Cisco CallManager host name, the administrator username, and the password. Click Next.

Step 9 In the Directory Server Configuration screen, enter a password for the Directory Manager account for DC Directory or for the LDAP directory account if you are using a remote LDAP directory. Click Next.


Note Make sure that you enter the same password for your Directory Manager account for DC Directory that you entered when you installed Cisco CallManager. You cannot specify a different password.


Step 10 To install the CiscoWorks2000 Syslog Collector module on this SPE, check the Configure CiscoWorks2000 Collector check box. Enter the location of your CiscoWorks2000 server. If you do not have a CiscoWorks2000 server, enter nothing, and click Next.

Step 11 The Ready to Install CRA window appears. Click Next. The Cisco CRA installation takes approximately 15 minutes.

Step 12 If you are installing Cisco CRA on a dedicated server, the Cisco IP Telephony Applications Utility Setup window appears. Make sure that the Backup Target check box is checked, and click OK.

A message displays after the Backup Utility setup is complete and reminds you to configure the SPE as a target on the backup server. Click OK.

Step 13 Enter a new administrator account password. This password is the Cisco CRA administrator password and also overwrites the Windows 2000 administrator and Cisco CallManager administrator (in a co-resident installation) passwords.


Caution In a co-resident installation, you must enter the same password that you used when Cisco CallManager was installed or upgraded. Using any other password causes Cisco CallManager to stop.

Step 14 Click OK.

Step 15 For a co-resident configuration, the system prompts you to enter a new SQL server password. Enter and confirm the SQL server password. This is the SQL Server password that you entered when you installed Cisco CallManager on the SPE.

Step 16 Click OK.

Step 17 In the Cisco Product Activation dialog box, click Yes to restart the system.


Correcting Installation Errors

If you run into errors while installing Cisco CRA, insert the appropriate CD-ROM, and restart the installation procedure.

If you clicked cancel, the system prompts you to re-enter the administrator and SQL passwords. These passwords are not available during the installation. If you do not re-enter the passwords, they are reset to blank.

Completing Cisco CRA Installation Tasks

You must perform these procedures to complete the installation of Cisco CRA provided in these sections:

Setting Up the Directory Link

Backing Up and Restoring Your Cisco CRA Files

Setting Up the Directory Link

The Cisco IP Telephony Directory server stores configuration information and application scripts in the Repository subdirectory.

The application server can also receive directory information from one Cisco IP Telephony Directory and application logic from a Repository on another server. In this scenario, the directory and Repository would have different configurations.

For efficient management of resources, the Cisco IP Telephony Directory server stores each type of configuration as a profile. If a system failure or a reallocation of application servers occurs, you can upload a directory profile from the Cisco IP Telephony Directory to a replacement application server. You can use Repository profiles to centralize the storage of application logic. Unlike directory profiles, more than one application server can share Repository profiles.


Note Directory profiles can only be used by one application server at a time.


Follow these steps to link the DC Directory to the Cisco CRA applications:


Step 1 In the Log On to Windows dialog box, enter your username and password. Click OK.

Step 2 Choose Start > Programs > Cisco CRA Administrator > Application Administrator.

Step 3 In the Enter Network Password dialog box, enter the Cisco CRA administrator username and password, and click OK.

Step 4 When the Cisco CRA Administrator Setup page appears, click Setup.


Note There is no support for ICM with the Cisco ICS 7750 system; therefore, do not check the check box for ICM.


The Directory Configuration page appears as shown in Figure 3-1.

Step 5 Many of the fields are automatically filled with your configuration data. Table 3-1 provides information about these fields. You must complete these fields:

a. In the Directory hostname field, enter the IP address of the target SPE—this is where the DC Directory for Cisco CallManager publisher resides.

b. In the Directory password field, enter the current DC Directory password.

c. In the Configuration Profile Name field, enter the name for your profile or Default Profile.

Step 6 If you want to maintain separate profiles for your directory and repository configurations, check the use a different repository profile check box.


Note By default, the application server uses the directory configuration information to build the application repository configuration.


Table 3-2 Directory Configuration Defaults 

Field
Description
Default for DC Directory

Directory hostname

Host name or IP address of the Cisco IP Telephony Directory server used by the current Application Engine profile.

Directory port number

The port number of the Cisco IP Telephony Directory.

8404

Directory user (DN)

The username (called the distinguished name) configured on the directory server for the user with permission to modify the Cisco IP Telephony tree and object entries.

cn=Directory Manager
o=cisco.com

Directory password

The password for the directory user.

ciscocisco

User Base

The branch of the Cisco IP Telephony Directory tree that contains user-defined information.

ou=Users, o=cisco.com

Base Context

The branch of the Cisco IP Telephony Directory tree that contains the Cisco configuration information.

o=cisco.com

Server Type

The type of LDAP directory—MS Active Directory, Netscape Directory Server 4.0, or DC Directory.

DC Directory

Configuration Profile Name

The profile name that identifies this engine configuration.


Figure 3-1 Directory Configuration Page

Step 7 Click OK to set up the directory configuration.

When the directory configuration is accepted, scripts are launched and run in the Install Applications Scripts area. After the scripts are completed, a message states, "Installation Completed."

Step 8 Click Return to Main Menu.

Step 9 Restart the CRA server by choosing Start > Shutdown > Restart.

Step 10 In the Logon to Windows dialog box, enter the administrator username and password, and click OK.

Step 11 Choose Start > Programs > Cisco CRA Administrator > Application Administrator.

Step 12 Enter the Cisco CRA administrator username and password in the Enter Network Password dialog box, and click OK.

Step 13 In the Applications Administration window, click Engine.

Step 14 Verify that the Engine status is Running. If it is not running, click Start Engine.

Step 15 Click Main Menu.


Configuring the SNMP Trap Sender

To use Simple Network Management Protocol (SNMP) traps, you must configure the CRA server with the SNMP trap destination.

You can configure security settings for the SNMP traps to make sure that only authorized systems can access this information. Community strings serve as passwords for SNMP information—a system can exchange SNMP information only with systems in the same community. You can also specify whether systems can only read information, or both read and write SNMP information, as well as set valid sources for SNMP requests.

For more information about the Alarm Service or SNMP traps in Cisco CRA, refer to the Cisco Customer Response Applications Troubleshooting Guide.

Follow these steps to configure the SNMP traps:


Step 1 Choose Start > Programs > Administrative Tools > Services.

Step 2 Right-click SNMP Service, and choose Properties.

Step 3 Click the Traps tab.

Step 4 Click the drop-down menu under Community name, and choose a community string (the default is public.)

You must configure at least one community string, or SNMP does not respond to requests.


Note The community name is case sensitive.


Step 5 Under Trap destinations, enter the IP address or host name of the system to which you want to send the SNMP traps. Typically, this is the network management system server. You can set up multiple receivers.


Note In the Cisco ICS 7750, the SPE running System Manager is automatically set as a trap destination.


Step 6 Click the Security tab to set the SNMP security settings.

If you need write privileges for the trap sender, make sure to configure the community string as read/write.

Step 7 Click Apply to apply the changes, or click OK to apply the changes and to close the window.

Step 8 Set up the SNMP trap receiver.

The trap receiver is a network management system (NMS), such as CiscoWorks2000, that should receive the SNMP traps. This system must have the same SNMP community string as the SNMP trap sender.

Step 9 Reboot the server.


Backing Up and Restoring Your Cisco CRA Files

After completing your Cisco CRA configuration, you should back up the information in Cisco CallManager and in the CRA SPE. For information about backing up and restoring your Cisco CRA configuration, refer to the Backing Up and Restoring Cisco CallManager guide.


Caution The Cisco CRA SDK files customengine.xml and customeditor.xml are not backed up by the backup tool. You must manually back up these files to preserve them.

Installing Plug-Ins from the Application Server

In addition to the CRA Application Engine, Cisco CRA uses these software components:

CRA Editor—The application for creating, modifying, and debugging Cisco CRA application scripts.

IP ICD Agent Desktop—The application that IP ICD agents run on their desktop PCs to monitor their ICD extensions and change their availability states.

Real Time Reporting client—A plug-in that you use to view reporting results for the CRA Engine.

Cisco CRA SDK—A plug-in that you use to create your own steps for the CRA Editor.

All of these applications and plug-ins can be installed on a client PC. Use these sections for instructions:

Installing the Cisco CRA Editor

Installing the IP ICD Agent Desktop

Installing the Cisco CRA Real Time Reporting Client

Installing the CRA Software Developer's Kit

Installing the Cisco CRA Editor

The Cisco CRA Editor is automatically installed on the SPE when you install Cisco CRA. For more information about the Cisco CRA Cisco CRA Editor, see the "Cisco CRA Editor" section.

Follow these steps to install the Cisco CRA Editor.


Step 1 Access the Application Administration main menu by entering this URL in the Location field of the browser on a client PC:

http://servername/AppAdmin

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


Note To use a server host name, you must have a DNS server or host names file set up. Otherwise, use the IP address of the SPE to access the application administration.


Step 2 Enter your Cisco CRA administrator name and password in the log on dialog box, and click OK.

Step 3 On the Application Administration main menu, click Plug-ins.

Step 4 On the Plug-ins page, click Cisco CRA Editor.

Step 5 Follow the instructions on this page to download these files:


Note Before downloading the files, you must use Windows Explorer to set up these two destination folders: c:\ Program Files\wfavvid and C:\Winnt\System32\CCN.


Step 6 To begin downloading files, click the directory access configuration file. Choose Save this file to disk, and click OK. Download the directory access configuration file to the C:\Winnt\System32\CCN folder.

Step 7 Right-click License file, and choose Save Target As.

Step 8 In the Save in field, use the c:\ Program Files\wfavvid folder.

Step 9 Enter the new file name as "license.properties" with the quotes. In the Save as type field, choose All Files, and click Save.


Note You must enter the quotes around the filenames, or the files will be saved as text files.


Step 10 Right-click domains properties, and choose Save Target As.

Step 11 In the Save in field, use the c:\ Program Files\wfavvid folder.

Step 12 Enter the new file name as "domains.properties" with the quotes. In the Save as type field, choose All Files, and click Save.

Step 13 Click Cisco CRA Editor installer. Choose Save this program to disk, and click OK.

Step 14 Download this program to the wfavvid folder, and click Save.

Step 15 Use Windows Explorer to locate the Editor installer in the wfavvid folder. Double-click CiscoCRAEditorv2.2.exe, and follow the prompts to complete the installation.


For more information about the Cisco CRA Editor, refer to the Cisco CRA Application Developer's Guide.

Adding a Client Desktop Shortcut for the Cisco CRA Editor

After installing the Cisco CRA Editor on a client PC, you can create a desktop shortcut to access the Cisco CRA Editor. Follow these steps to create a shortcut.


Step 1 Choose Start > Programs > Cisco CRA Developer > Cisco CRA Editor.

Step 2 Right-click Cisco CRA Editor and drag it to the desktop.

Step 3 Release the mouse and choose Create Shortcut(s) Here. The icon for Cisco CRA Editor appears on the desktop.


Installing the IP ICD Agent Desktop

This section includes these procedures:

Installing the IP ICD Agent Desktop as an Administrator

Installing the IP ICD Agent Desktop as an Agent

For information about the IP ICD Agent Desktop, see the "IP Integrated Contact Distribution" section.

Installing the IP ICD Agent Desktop as an Administrator

To install the IP ICD Agent Desktop as an administrator on a client system, follow these steps.


Step 1 Access the Application Administration main menu by entering this URL in the Location field of the browser on the client PC:

http://servername/AppAdmin

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

Step 2 Enter your Cisco CRA administrator name and password in the logon dialog box, and click OK.

Step 3 On the Application Administration main menu, click Plug-ins.

The system displays the Plug-ins page.

Step 4 Click IP ICD Agent Desktop Client.

Step 5 The system displays the Download IP ICD Agent Desktop Client page.

Follow the instructions to download the directory-access configuration file and the Agent Desktop Client Installer.

Step 6 After the download completes, double-click IPICDDesktopSetupv2.2.exe, and follow the prompts.



Note A shortcut to the IP ICD Agent Desktop is automatically added to the PC desktop during the installation.


For help using the IP ICD Agent Desktop, refer to the online help by clicking Help > Contents from within the IP ICD Agent Desktop.

Installing the IP ICD Agent Desktop as an Agent

Each agent on the IP ICD system must use the IP ICD Agent Desktop. You can give your agents these instructions so that they can download the IP ICD Agent Desktop without logging on as the administrator:


Step 1 Access the Application Administration server by entering this URL in the Location field of your browser:

http://servername/AppUser

No prompt for a password displays.

Step 2 Click IP ICD Desktop Client.

The system displays the Download IP ICD Desktop Client page.

Step 3 Click the directory access configuration file, and follow the instructions to save the file to disk.

Step 4 Click the IP ICD Desktop Client Installer, and follow the instruction to save the program to disk.

Step 5 After the download completes, use Window Explorer to locate the installer program in the c:\Program Files\wfavvid folder. Double-click IPICDDesktopSetupv2.2.exe, and follow the prompts.

Step 6 Click Yes to create the desktop shortcut for the IP ICD Desktop Client.


Installing the Cisco CRA Real Time Reporting Client

To install the Cisco CRA Real Time Reporting client on a remote PC, follow these steps:


Step 1 Access the Application Administration main menu by entering this URL in the Location field of your browser:

http://servername/AppAdmin

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

Step 2 Enter your Cisco CRA administrator name and password in the logon dialog box, and click OK.

Step 3 Click Plug-ins. The system displays the Plug-ins page.

Step 4 Click Reporting Client.

Step 5 In the File Download dialog box, choose Save this program to disk, and click OK.

Step 6 In the Save As dialog box, enter the target folder for the download, and click Save.

Step 7 After the download completes, use Windows Explorer to locate the installation program.

Step 8 Double-click CiscoCRAReportingv2.2.exe, and follow the prompts.


For information about using the Cisco CRA Real Time Reporting client, refer to the "Using Cisco CRA Real Time Reporting" section in the Cisco Customer Response Applications Administrator's Guide.

Installing the CRA Software Developer's Kit

The Cisco CRA Software Developer's Kit (SDK) is an optional application that is used to write custom JTAPI applications for Cisco CRA.

To install the Cisco CRA SDK on a client PC, follow these steps:


Step 1 Access the Application Administration main menu by entering this URL in the Location field of your browser:

http://servername/AppAdmin

Step 2 Enter your Cisco CRA administrator username and password in the logon dialog box, and click OK.

Step 3 Click Plug-ins. The system displays the Plug-ins page.

Step 4 Click Cisco CRA SDK.

Step 5 In the File Download dialog box, choose Save this program to disk, and click OK.

Step 6 In the Save As dialog box, enter the target folder for the download, and click Save.

Step 7 After the download completes, use Windows Explorer to locate the installation program.

Step 8 Double-click CiscoCRASdkv2.2.exe, and follow the prompts.


For help using the Cisco CRA SDK, access the online help from your Start menu. The default location is Start > Programs > Cisco CRA Developer > Component Developer's Guide.

To complete the installation, you must configure the CRA server and Cisco CallManager. To do this, continue with "Configuring Cisco CRA."