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Release Notes for Cisco Customer Response Applications (CRA) 3.0(2) on the Cisco ICS 7750

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Release Notes Cisco Customer Response Applications 3.0(2) on the Cisco ICS 7750

Table Of Contents

Release Notes Cisco Customer Response Applications 3.0(2) on the Cisco ICS 7750

Contents

What's New in Cisco CRA Release 3.0(2)

What's New in Cisco CRA Release 3.0

Features Enabled with Each Product Key

Unsupported Features and Requirements

Product Configurations

Qualified Combinations of Product Releases

Notes About Cisco CRA 3.0(2)

Unsupported and Supported Actions with the ICD Agent Desktop

Unsupported Actions for Cisco IP ICD Agents

Supported Configurations for Agent Phones

Unsupported Configurations for Agent Phones

Text to Speech Language Fallback

Truncating Database Transaction Log Files on the Cisco CRA Server

Increasing the Number of Users Displayed on the Cisco CRA User Management Web Page

Upgrading From Cisco CRA 2.2(x)

Upgrading the Cisco CallManager Attendant Console

Related Documentation

Known Problems

End User License Agreement

Software License

Limited Warranty

Licensing and Copyright Information

Crystal Reports Developer Edition from Crystal Decisions

Rhino JavaScript Interpreter

Obtaining Documentation

World Wide Web

Documentation CD-ROM

Ordering Documentation

Documentation Feedback

Obtaining Technical Assistance

Cisco.com

Technical Assistance Center

Cisco TAC Web Site

Cisco TAC Escalation Center


Release Notes Cisco Customer Response Applications 3.0(2) on the Cisco ICS 7750


These release notes describe the features and open caveats for Cisco Customer Response Applications (CRA) Release 3.0(2) on the Cisco ICS 7750. For the most recent version of these release notes, go to this URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/ics/icsapps/icscra/cra30/index.htm.


Note Effective with Release 3.0, Cisco Customer Response Applications (CRA) has been renamed Cisco Customer Response Solutions (CRS). The Cisco website and packaging materials have been updated to reflect the new name, but the user interface and documentation have not been updated with the new name.


Contents

This document contains the following sections:

What's New in Cisco CRA Release 3.0(2)

What's New in Cisco CRA Release 3.0

Unsupported Features and Requirements

Product Configurations

Qualified Combinations of Product Releases

Notes About Cisco CRA 3.0(2)

Unsupported and Supported Actions with the ICD Agent Desktop

Text to Speech Language Fallback

Truncating Database Transaction Log Files on the Cisco CRA Server

Increasing the Number of Users Displayed on the Cisco CRA User Management Web Page

Upgrading From Cisco CRA 2.2(x)

Upgrading the Cisco CallManager Attendant Console

Related Documentation

Known Problems

End User License Agreement

Licensing and Copyright Information

Obtaining Documentation

Obtaining Technical Assistance

What's New in Cisco CRA Release 3.0(2)

Cisco CRA Release 3.0(2) includes the following new features:

Support for Internationalization—Allows the CRA system to be tailored to the requirements of different languages through localization. Prompts can be played back in different languages and can be generated, based on syntax requirements, currency and date conventions, and other language-specific requirements and rules.

Wallboard Support—Cisco CRA provides support for the following third-party wallboard displays:

DirectControl from INOVA Corporation

Spectrum Ultra-Link II with Front End from Spectrum Corporation

Wallboards can display the real-time reporting status of a call center, including such information as available agents in Contact Service Queues (CSQ), call volumes, talk times, wait times, and number of handled calls.

You must purchase a wallboard separately from Cisco CRA products. The wallboard hardware is configured and controlled by the wallboard software, both of which are supported by the third-party wallboard vendors, not by Cisco.

New Historical Reports—Five new Integrated Call Distribution (ICD) historical reports are available in Cisco CRA 3.0(2):

Agent State Summary (by Agent)

Agent State Summary (by Time)

Call Custom Variables

Contact Service Queue (CSQ) Activity (by CSQ)

Contact Service Queue Activity (by Time)

For more information, refer to Cisco Customer Response Applications Historical Reports User Guide.

Support for Multiple DC Directory Servers—Cisco CRA now lets you configure multiple DC Directory servers, in order of priority, to be used if a failover occurs. For more information, refer to the "Configuring Directory Information" section in Getting Started with Cisco Customer Response Applications.

Dedicated Recording and Voice Monitoring Server—Cisco CRA 3.0(2) supports a dedicated server for handling recording and voice monitoring. The dedicated server can be a system processing engine (SPE) in the Cisco ICS 7750 or an external server.

Voice eXtensible Markup Language (VXML)—Integrated VXML makes it possible to create audio dialogs that use synthesized speech, digitized audio, recognition of spoken and dual tone multifrequency (DTMF) key input, recording of spoken input, telephony and mixed-initiative conversations.

What's New in Cisco CRA Release 3.0

Cisco CRA Release 3.0 includes the following new features:

Improved Administration—Provides a single point of administration for CRA and Cisco CallManager. The CRA 3.0 interface includes a menu bar that appears on all CRA web pages, a variety of enhancements to improve navigation, and enhanced management for prompts, scripts, and applications.

ICD Skills-Based Agents—Allows an agent to be independent from a particular resource group. You can route a caller with specific needs to a resource (an agent) who has the skills needed to handle the call. With Skills-Based Routing (SBR), skill levels are based on an agent's knowledge of a particular subject. You can assign multiple skills to each resource.

Enhanced Reporting—Real Time Reporting provides detailed information about contacts, applications, tasks, sessions, and database usage. Historical Reporting provides detailed information about the call activities of your CRA system. With Historical Reporting, you can access historical data; view, print, save, sort and filter reports; send scheduled reports to a file or printer; and export reports in a variety of formats, including PDF, RTF, and XLS.

Nuance Automated Speech Recognition (ASR)—Allows callers to move through menus and to select menu options by speaking words or phrases instead of pressing keys on a telephone.

Nuance Text-to-Speech (TTS)—Converts plain text (UNICODE) files, by using the Nuance TTS engine, to speech prompts.

Grammars—Allows matching of input from callers (spoken words or DTMF digits) with sets of predefined rules for the different languages.

Improved CRA Editor scripts:

Contact Neutrality—Generic scripts can be written to handle multiple functions so that the same scripts can be used for calls, e-mail messages, and HTTP contacts.

Enhanced Steps and Prompting—Several new and enhanced steps are available.

Enhanced Variables and Expressions—Greater support for variables and expressions.

Improved Script Interruption—A script can now be interrupted between steps. In addition, media steps can be configured to be interruptible while they are playing. Subflows can also be marked to disable interruptions, thus providing an uninterruptible sequence of operations.

Session Management—Sessions track contacts and related information as the contacts move through the CRA system.

Improved Error Handling—Errors in an application can be handled on various levels: error branches, exceptions, or default scripts.

Converting Existing Scripts to CRA 3.0—Scripts created prior to CRA 3.0 will continue to function without the need for conversion when executed by the CRA 3.0 Engine. If you wish to enhance existing scripts, you will have the option to convert them, if required, when loading them in the CRA Editor.

Features Enabled with Each Product Key

Table 1 lists the Cisco CRA features that are enabled by each Cisco CRA product key. The Cisco ICS 7750 does not support Cisco Intelligent Contact Manager (ICM) or IP Queue Manager (IP-QM).

Table 1 Cisco CRA 3.0 Features Enabled with Product Keys for the Cisco ICS 7750 

Feature
IP IVR 1
IP ICD 2
Standard
IP ICD
Enhanced
IP ICD
Enhanced/
CTI 3 Option
Extended Services

Telephony Applications

X

X

X

X

 

Integrated Contact Distribution

 

X

X

X

 

Extension Mobility

X4

   

X4

X

Auto Attendant

X4

   

X4

X

Multiple Language Support (3.02)

X

X

X

X

 

JTAPI5

X

X

X

X

X

HTTP6

X

   

X

 

E-mail

X

   

X

 

Database

X

   

X

 

Cisco Media Termination

X

X

X

X

X

Automated Speech Recognition (ASR)

X7

X7

X7

X7

 

Text-to-Speech (TTS)

X7

X7

X7

X7

 

Voice Browser

X8

 

X8

X8

 

Real-Time Reporting

X

X

X

X

X

Historical Reporting

X9

X10

X11

X11

 

Editor

X12

X13

X14

X

 

1 IP IVR = Cisco IP Interactive Voice Response.

2 IP ICD = Cisco IP Integrated Contact Distribution.

3 CTI = Computer Telephony Interface.

4 Sample scripts included.

5 JTAPI = Java Telephony Application Programming Interface.

6 For Extended Services, the HTTP subsystem and the ability to configure HTTP triggers are included for use with Extension Mobility.

7 Add-on Feature.

8 Available only if ASR option is purchased.

9 Only IVR Reports.

10 ICD Standard Historical Reporting Client can be purchased.

11 ICD Enhanced Historical Reporting Client can be purchased.

12 ICD steps not included.

13 E-mail, Http, DB, and Java steps not included; also, the Set Priority step is not included.

14 E-mail, Http, DB, and Java steps not included.


Unsupported Features and Requirements

Cisco CRA 3.0 on the Cisco ICS 7750 does not support the IP Queue Manager (IP-QM) that interfaces with the IP Customer Contact (IPCC) system.

Cisco CRA 3.0 on the Cisco ICS 7750 has the following requirements:

The system processing engine (SPE) running Cisco CRA 3.0:

Supports Microsoft Data Exchange (MSDE) on a dedicated configuration.

Supports Microsoft SQL on a co-located configuration.

Must have 1 GB of RAM for running all CRA applications. The SPE for Nuance TTS and ASR must have 1 GB of RAM, also.

VLANs are needed to support the complete CRA monitoring and recording features on the Cisco ICS 7750. In order to configure VLANs, the Cisco ICS 7750 must run System Software Release 2.5.0. In addition, the Cisco ICS 7750 must have an MRP300 installed or have another VLAN-capable router available.


Note For the latest information about supported features and configurations, refer to the online version of the release note at this URL:
http://www.cisco.com/univercd/cc/td/doc/product/voice/ics/icsapps/icscra/cra30/index.htm


Product Configurations

The Cisco ICS 7750 supports two configuration options for the Cisco CRA 3.0 server:

Cisco CRA 3.0 can be installed on a dedicated SPE.

Cisco CRA 3.0 can be co-located on an SPE running Cisco CallManager 3.2 or higher.

If you are using the Nuance TTS and ASR applications, it is recommended that you install these applications on a separate, dedicated SPE.

If you are using Cisco a dedicated server for handling recording and voice monitoring, the server can be a system processing engine (SPE) in the Cisco ICS 7750 or an external server.

Table 2 lists the two configuration options and the supported ICD agents or IVR ports capacities.

Table 2 Capacities for Cisco CRA 3.0 Product Configurations for the Cisco ICS 7750

Cisco CRA Application
Co-Located with Cisco CallManager on an SPE
Dedicated SPE

IP Integrated Contact Distribution (ICD)

10 ICD Agents

1 ICD Supervisor

ICD Agent and Supervisor capacity is configurable.

IP Interactive Voice Response (IVR)

10 IVR ports

IVR port capacity is configurable



Note Specific capacities for a dedicated IP-IVR configuration or a dedicated IP-ICD configuration depend on the number and type of CRA features in the system. The sales engineer (SE) uses the CRA Performance Tool to calculate maximum capacities for your system.


You can have up to 500 users in Cisco CallManager when you are running Cisco CRA on the Cisco ICS 7750.

Qualified Combinations of Product Releases

Cisco CRA 3.0 has been qualified for the following product combinations only. Table 3 lists the qualified product combinations for Cisco CRA 3.0, Cisco CallManager, and ICS System Manager.

Table 3 Qualified Combinations of Product Releases

Cisco CRA Release
Cisco CallManager Release
ICS System Manager Release

3.0(2)

3.2(2c), 3.2(1)

2.5.0



Note For the latest information about supported product releases, refer to the online version of this document at this URL:
http://www.cisco.com/univercd/cc/td/doc/product/voice/ics/icsapps/icscra/cra30/index.htm


Notes About Cisco CRA 3.0(2)

This section contains notes about installing, upgrading, and using Cisco CRA 3.0.

To upgrade from Cisco CRA 3.0(1) to CRA 3.0(2), you must use the Cisco CRA 3.0(2) CDs. Because of its size, the CRA 3.0(2) software upgrade is not available to download from Cisco Customer Connection (CCO).

Installing Cisco CRA through a Windows Terminal Services session is not supported.

If the Cisco Agent Desktop, Cisco Supervisor Desktop, or Cisco Desktop Administrator are running on the Cisco CRA server, you must exit these programs before upgrading Cisco CRA.

It is recommended that you temporarily disable virus scanning on a server before installing or upgrading to Cisco CRA 3.0(2).

If you are upgrading to Cisco CRA 3.0(2) and one or more Cisco Desktop services or the Cisco Desktop Administrator do not install as expected, you must run the Cisco CRA 3.0(2) installation program again.

Cisco CRA will not install properly if the Windows administrator password or the SA account password is the space character.

Whenever you upgrade Cisco CRA, agents and supervisors must upgrade their Cisco Agent Desktops.

The Adobe Acrobat Reader is not installed by the Cisco CRA installation program. To use Adobe Acrobat Reader to access CRA documentation in the PDF format, you must install this program. The Adobe Acrobat Reader installation program is stored on the Cisco CRA server in this folder:
C:\Program Files\Cisco\Desktop_Config\Desktop\Docs\Acrobat.

Cisco Agent Desktop and Cisco Supervisor Desktop work across most VPN configurations so you can place and receive calls wherever you are, even across the Internet. (Note that, in most cases, quality of service cannot be guaranteed over the Internet.)

Media-terminated Cisco Agent Desktop is not supported behind Cisco VPN client if a proxy server is configured. In this case, there will be one-way audio; therefore, the media-terminated Cisco Agent Desktop will not be usable.

If a media-terminated Cisco Agent Desktop user is logged out while on a call (because of a failover), the user should complete the call and close the Cisco Agent Desktop. The user must restart and log back in to the Cisco Agent Desktop when it is possible to do so.

If an agent, who is using Cisco IP Softphone as the agent device, is logged out while one or more calls are active for that device, the agent should not log back in to the Cisco Agent Desktop until all the active calls are disconnected.

If you activate tracing on the Cisco CRA server, make sure to monitor CPU usage and available disk space on the server. If your CPU usage is near 100 per cent or you have a full disk, this can cause your system to shutdown unexpectedly.

If you make changes that affect agent details, such as deleting an agent from Cisco CallManager or changing an agent's ICD extension, you must do the following for the changes to take affect:

a. From Cisco CRA Administration, choose Subsystems > ICD.

b. Click the Resources hyperlink.

If you change the ICD extension of an agent, the agent must log off, then log back on for the changes to take effect.

If you make dynamic configuration changes that affect the order in which agents receive ICD calls, such as adding new agents to a CSQ or changing the resource selection criteria, the new order might not take effect immediately.

When you configure a supervisor on the Cisco CRA User Maintenance web page, you are configuring supervisors who can access the Cisco CRA Supervisor web pages. You are not configuring or creating a supervisor for Cisco ICD, even though the term "Supervisor" is used in both cases.

When a supervisor records the calls of agents, each minute of recording uses approximately 1 MB of disk space on the CRA server.

If you are installing or upgrading Cisco CRA Historical Reports version 3.0(2) or higher, make sure that the computer on which you are installing includes the following software:

Microsoft Internet Explorer version to 5.5 or higher.

Microsoft DataAcess Component (MDAC) version 2.7 or higher.

Microsoft Windows 2000 Service Pack 2 or higher (if installing on a computer running Microsoft Windows 2000).

The following changes have been made in real-time ICD reports:

"In-session" now appears as "Talking"

"Unavailable" now appears as "Not Ready"

"Available now" appears as "Ready"

Cisco provides two real-time reporting tools, Real-Time Reports run from the Cisco CRA Tools menu and Real-Time Reports run from the Cisco Agent Desktop or Cisco Supervisor Desktop. These tools employ different methods for calculating and displaying real-time statistics. This means that, at any given time, the two reports might not show the same information for a given statistic. It is recommended that you standardize on one of these real-time reporting tools, and not use both reporting tools simultaneously.

Unsupported and Supported Actions with the ICD Agent Desktop

This section outlines the unsupported and supported actions for agents using the Cisco IP Integrated Contact Distribution (ICD) Agent Desktop. Agents can access similar information in the Cisco IP ICD Agent Desktop online help.

Unsupported Actions for Cisco IP ICD Agents

The following actions are not supported:

Arbitrary transfer or conference—Agent A receives a Cisco IP ICD call, places the call on hold, and initiates another call to another agent or user. Agent A then merges the two calls into a conference by making a new call and pressing the Transfer or the Conference button twice. Either of these actions will cause some information in certain historical reports to be inaccurate.

The agent can avoid this problem by initiating the transfer or conference using the appropriate feature button on the Cisco Agent Desktop or Cisco IP Phone.

Transferring a conference call—This action will cause some information in certain historical reports to be inaccurate.

Using the MeetMe, Pickup, and GPickup soft keys.

Supported Configurations for Agent Phones

The following phones are supported by the Cisco IP ICD Agent Desktop:

Cisco IP Phone models 7960, 7940, and 7910

Cisco IP SoftPhone

Unsupported Configurations for Agent Phones

The following configurations are not supported for agent phones:

Two lines on an agent's phone that have the same extension but exist in different partitions.

An ICD extension assigned to multiple devices. (Configuring an ICD extension in a device profile is supported.)

Call forwarding, using the Cisco IP phone feature, on an ICD line.

Call waiting enabled on an ICD line.

Text to Speech Language Fallback

Nuance Text to Speech (TTS) uses the following fallback mechanism if a specified language is not available. This mechanism can cause the language specified for a TTS request to differ from the language used by TTS.

If the specified language is US English or Canadian English and if US English is available, US English will be used as the fallback language. If US English is not available, and only UK English is available, UK English will be used as the fallback language.

If the specified language is UK English or Australian English and if UK English is available, UK English will be used as the fallback language. If UK English is not available, and only US English is available, US English will be used as the fallback language.

If the specified language is any other version of English, if any one English is available, it will be used as the fallback language. If both US English and UK English are available, US English will be used as the fallback language.

If the desired language is any other language, the European continental version will be used as the fallback language, if it is available. If it is not available, an error will occur.

Truncating Database Transaction Log Files on the Cisco CRA Server

The database transaction log files (db_cra_log.LDF and db_cra_ccdr_log.LDF), which exist in the C:\MSQL7\Data directory on the Cisco CRA server, can grow large.

The Cisco CRA command line tool named runTruncateHistDBLogs can truncate either or both of these files to the size you specify. You can use this command from the Microsoft Windows command window.

The process of truncating transaction log files can take up to 10 minutes.


Note The runTruncateHistDBLogs command takes up to five minutes to truncate each database log file. If you are truncating a large log file, this time limit might not allow the log file to truncate to the size that you specified. You can rerun the runTruncateHistDBLogs command to truncate the log file to the desired size.


To ensure that the truncated log file is updated with current information, the Cisco CRA databases must be backed up after the runTruncateHistDBLogs command is executed.

The syntax for the runTruncateHistDBLogs command is:

runTruncateHistDBLogs "dbUserName" "dbPassword" {"db_cra" | "db_cra_ccdr" | "db_cra_all"} size

Table 4 lists the options and parameters for the runTruncateHistDBLogs command:

Table 4 Options and Parameters for runTruncateHistDBLogs 

Option or Parameter
Description

"dbUserName"

Username of the database

"dbPassword"

User password for the database

"db_cra"

Truncates the db_cra_log.LDF database transaction log file

"db_cra_ccdr"

Truncates the db_cra_ccdr_log.LDF database transaction log file

"db_cra_all"

Truncates the db_cra_log.LDF and the db_cra_ccdr_log.LDF database transaction log files

size

Size in MB to which the file or files will be truncated

Note For the db_cra_log.LDF file—Specify a size that is greater than one-fourth of the size of the db_cra.mdf database.
For the db_cra_ccdr_log.LDF log file—Specify a size that is greater than one-fourth of the size of the db_cra_ccdr.mdf database.


Examples

The following command will truncate the db_cra_log.LDF database transaction log file 250 MB

runTruncateHistDBLogs "sa" "sa_password" "db_cra" 250

The following command will truncate the db_cra_log.LDF and the db_cra_ccdr_log.LDF database transaction log files 300 MB

runTruncateHistDBLogs "sa" "sa_password" "db_cra_all" 300

Increasing the Number of Users Displayed on the Cisco CRA User Management Web Page

If there are more than 1000 records of users in your corporate directory, the Cisco CRA User Management web page may not display all of the records. This situation occurs because the default number of records that an Active Directory search returns is 1000.

You can increase the number of users displayed by increasing the default Active Directory search limit (if you have access to the Active Directory environment) or by adding users to an LDAP entry.

Follow these steps to increase the default Active Directory search limit:


Step 1 Log into the Active Directory server by using an administrator account, and open a command prompt window.

Step 2 At the command prompt, type ntdsutil and press Enter.

The command prompt changes to ntdsutil:.

Step 3 Type LDAP Policies and press Enter.

The command prompt changes to ldap policy:.

Step 4 Type connections and press Enter.

The command prompt changes to server connections:.

Step 5 Type the following command, where name is the DNS name of the Active Directory server on which you are entering the command:

connect to server name

Press Enter to bind to the Active Directory server.

Step 6 Press q and press Enter.

The command prompt changes to ldap policy:.

Step 7 Type Show Values, press Enter, and determine the current setting for MaxPageSize.

Step 8 Type the following command and press Enter to increase the MaxPageSize limit, where limit is the new limit to set:

Set MaxPageSize to limit

Step 9 Type Commit Changes and press Enter.

Step 10 Type Show Values, press Enter, and confirm the change to the MaxPageSize setting.

Step 11 Type q and press Enter until the original Windows command prompt appears.

Step 12 Stop, and then restart the CiscoCRSServletEngine service.


Follow these steps to add users to an LDAP entry when you do not have access to the Active Directory:


Step 1 Use a tool such as ADSI Edit to modify the LDAP entry.

Step 2 Expand the Active Directory containers and locate the desired user group (where n represents its 8-digit number string).

Cisco > CCN Apps > Configurations > usergroup.nnnnnnnn/users?array

Step 3 Add users to the property CiscoCCNatConfigInfoCESValue in the LDAP entry.

Enter users by using the format where (1) specifies administrator access and (2) specifies Supervisor access:

userID(1) or userID(2)


Upgrading From Cisco CRA 2.2(x)

To upgrade from Cisco CRA Release 2.2(x) to Cisco CRA Release 3.0(2), follow these steps.


Step 1 Install the required hot fixes and service packs for the ICS 7750 SPE operating system. For information, go to this URL:

http://www.cisco.com/kobayashi/sw-center/telephony/ics-7750/icshotfix-planner.shtml

Step 2 Upgrade your Cisco CallManager software to Cisco CallManager Release 3.2. For download and installation instructions, go to this URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/3_2/install/upgrade/index.htm

Step 3 Install Cisco CRA Release 3.0(2) on your CRA Server.

For instructions, refer to the "Installing Cisco CRA 3.0" section in Chapter 3, "Installing Cisco CRA" in Getting Started with Cisco Customer Response Applications 3.0(2).

Step 4 If you want to maintain existing user profile information, use the LDAP conversion tool to convert configuration and Repository profiles.

For instructions, refer to Appendix C, "Cisco CRA 2.x to 3.0(2) Profile Conversion" in Getting Started with Cisco Customer Response Applications 3.0(2).



Note For information about known problems with upgrades, refer to the "Cisco CRA Upgrade Known Problems" section in the Release Note for Cisco Customer Response Applications 3.0(2).


Upgrading the Cisco CallManager Attendant Console

If you are using the Cisco CallManager Attendant Console with Cisco CallManager 3.2(2c), you must upgrade to the latest version of this application. If you are not using Cisco CallManager Attendant Console, you must disable the Cisco Telephony Call Dispatcher service on each Cisco CallManager server.

Follow these steps to perform the upgrade on all SPEs on which the Cisco CallManager server is running:


Step 1 To access the upgrade file, go to this URL:

http://www.cisco.com/cgi-bin/tablebuild.pl/callmgr-31

Step 2 In the Select a File to Download table, click the following link:

ciscocmac-fmu.1-1-2a.exe

Step 3 Follow the on-screen instructions to download and install this file.

Step 4 For information about configuring the Cisco CallManager Attendant Console, go to this URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/attendnt/call_att/ccmac111.htm#xtocid2


Related Documentation

For a list of related documentation, refer to the Cisco Customer Response Applications 3.0 for Cisco ICS 7750 Documentation Locator, which is included with this product. To view the most recent version of this document, go to the following location:

http://www.cisco.com/univercd/cc/td/doc/product/voice/ics/icsapps/icscra/cra30/index.htm


Note The Cisco ICS 7750 has special requirements for setting up agent recording and monitoring that uses the Switched Port Analyzer (SPAN) feature of IOS. For information and set-up instructions, refer to Setting Up the Switched Port Analyzer (SPAN) for Monitoring and Recording IP-ICD Agents on the Cisco ICS 7750 at this URL:
http://www.cisco.com/univercd/cc/td/doc/product/voice/ics/icsapps/icscra/cra30/icsspan.htm


For information about the Cisco ICS 7750 system, refer to the Cisco ICS 7750 Documentation Roadmap. This document provides a high-level overview of the key tasks involved in installing, configuring, and maintaining the ICS 7750. Each task has one or more hyperlink references to the documentation that tell how to complete that task.

http://www.cisco.com/univercd/cc/td/doc/product/voice/ics/icsmap.htm

Known Problems

Known problems are unexpected behavior or defects in Cisco software releases. They are graded according to severity level. Release notes for Cisco CRA contain information for severity levels 1, 2, 3, and some severity level 4, 5, and 6 problems as well.

To see a list of corrected and known problems for Cisco Customer Response Applications, refer to the "Known Problems" section of the Release Notes for Cisco Customer Response Applications 3.0(2).

In addition, you can search for known problems on the Cisco bug tracking system tool, which is called Bug Toolkit.

To access Bug Toolkit, go to this URL:

http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl

End User License Agreement

The End User License Agreement includes the following sections:

Software License

Limited Warranty

Licensing and Copyright Information

Software License

PLEASE READ THIS SOFTWARE LICENSE CAREFULLY BEFORE DOWNLOADING, INSTALLING OR USING CISCO OR CISCO-SUPPLIED SOFTWARE.

BY DOWNLOADING OR INSTALLING THE SOFTWARE, OR USING THE EQUIPMENT THAT CONTAINS THIS SOFTWARE, YOU ARE CONSENTING TO BE BOUND BY THIS LICENSE. IF YOU DO NOT AGREE TO ALL OF THE TERMS OF THIS LICENSE, THEN (A) DO NOT DOWNLOAD, INSTALL OR USE THE SOFTWARE, AND (B) YOU MAY RETURN THE SOFTWARE FOR A FULL REFUND, OR, IF THE SOFTWARE IS SUPPLIED AS PART OF ANOTHER PRODUCT, YOU MAY RETURN THE ENTIRE PRODUCT FOR A FULL REFUND. YOUR RIGHT TO RETURN AND REFUND EXPIRES 30 DAYS AFTER PURCHASE FROM CISCO OR AN AUTHORIZED CISCO RESELLER, AND APPLIES ONLY IF YOU ARE THE ORIGINAL PURCHASER.

The following terms govern your use of the Software except to the extent a particular program (a) is the subject of a separate written agreement with Cisco or (b) includes a separate "click-on" license agreement as part of the installation and/or download process. To the extent of a conflict between the provisions of the foregoing documents, the order of precedence shall be (1) the written agreement, (2) the click-on agreement, and (3) this Software License.

License. Subject to the terms and conditions of and except as otherwise provided in this Agreement, Cisco Systems, Inc. or the Cisco Systems, Inc. subsidiary licensing the Software, if sale is not directly by Cisco Systems, Inc. ("Cisco"), and its suppliers grant to Customer ("Customer") a nonexclusive and nontransferable license to use the specific Cisco program modules, feature set(s) or feature(s) for which Customer has paid the required license fees (the "Software"), in object code form only. In addition, the foregoing license shall also be subject to the following limitations, as applicable:

Unless otherwise expressly provided in the documentation, Customer shall use the Software solely as embedded in, for execution on, or (where the applicable documentation permits installation on non-Cisco equipment) for communication with Cisco equipment owned or leased by Customer;

Customer's use of the Software shall be limited to use on a single hardware chassis, on a single central processing unit, as applicable, or use on such greater number of chassises or central processing units as Customer may have paid Cisco the required license fee; and

Customer's use of the Software shall also be limited, as applicable and set forth in Customer's purchase order or in Cisco's product catalog, user documentation, or web site, to a maximum number of (a) seats (i.e. users with access to the installed Software), (b) concurrent users, sessions, ports, and/or issued and outstanding IP addresses, and/or (c) central processing unit cycles or instructions per second. Customer's use of the Software shall also be limited by any other restrictions set forth in Customer's purchase order or in Cisco's product catalog, user documentation or web site for the Software.


Note For evaluation or beta copies for which Cisco does not charge a license fee, the above requirement to pay a license fee does not apply.


General Limitations. Except as otherwise expressly provided under this Agreement, Customer shall have no right, and Customer specifically agrees not to:

(i) transfer, assign or sublicense its license rights to any other person, or use the Software on unauthorized or secondhand Cisco equipment, and any such attempted transfer, assignment or sublicense shall be void;

(ii) make error corrections to or otherwise modify or adapt the Software or create derivative works based upon the Software, or to permit third parties to do the same; or

(iii) decompile, decrypt, reverse engineer, disassemble or otherwise reduce the Software to human-readable form to gain access to trade secrets or confidential information in the Software.

To the extent required by law, at Customer's request, Cisco shall provide Customer with the interface information needed to achieve interoperability between the Software and another independently created program, on payment of Cisco's applicable fee. Customer shall observe strict obligations of confidentiality with respect to such information.

Upgrades and Additional Copies. For purposes of this Agreement, "Software" shall include (and the terms and conditions of this Agreement shall apply to) any upgrades, updates, bug fixes or modified versions (collectively, "Upgrades") or backup copies of the Software licensed or provided to Customer by Cisco or an authorized distributor for which Customer has paid the applicable license fees. NOTWITHSTANDING ANY OTHER PROVISION OF THIS AGREEMENT:

(1) CUSTOMER HAS NO LICENSE OR RIGHT TO USE ANY SUCH ADDITIONAL COPIES OR UPGRADES UNLESS CUSTOMER, AT THE TIME OF ACQUIRING SUCH COPY OR UPGRADE, ALREADY HOLDS A VALID LICENSE TO THE ORIGINAL SOFTWARE AND HAS PAID THE APPLICABLE FEE FOR THE UPGRADE; (2) USE OF UPGRADES IS LIMITED TO CISCO EQUIPMENT FOR WHICH CUSTOMER IS THE ORIGINAL END USER PURCHASER OR LESSEE OR WHO OTHERWISE HOLDS A VALID LICENSE TO USE THE SOFTWARE WHICH IS BEING UPGRADED; AND (3) USE OF ADDITIONAL COPIES IS LIMITED TO BACKUP PURPOSES ONLY.

Proprietary Notices. Customer agrees to maintain and reproduce all copyright and other proprietary notices on all copies, in any form, of the Software in the same form and manner that such copyright and other proprietary notices are included on the Software. Except as expressly authorized in this Agreement, Customer shall not make any copies or duplicates or any Software without the.prior written permission of Cisco. Customer may make such backup copies of the Software as may be necessary for Customer's lawful use, provided Customer affixes to such copies all copyright, confidentiality, and proprietary notices that appear on the original.

Protection of Information. Customer agrees that aspects of the Software and associated documentation, including the specific design and structure of individual programs, constitute trade secrets and/or copyrighted material of Cisco. Customer shall not disclose, provide, or otherwise make available such trade secrets or copyrighted material in any form to any third party without the prior written consent of Cisco. Customer shall implement reasonable security measures to protect such trade secrets and copyrighted material. Title to Software and documentation shall remain solely with Cisco.

Term and Termination. This License is effective until terminated. Customer may terminate this License at any time by destroying all copies of Software including any documentation. Customer's rights under this License will terminate immediately without notice from Cisco if Customer fails to comply with any provision of this License. Upon termination, Customer must destroy all copies of Software in its possession or control.

Customer Records. Customer grants to Cisco and its independent accountants the right to examine Customer's books, records and accounts during Customer's normal business hours to verify compliance with this Agreement. In the event such audit discloses non-compliance with this Agreement, Customer shall promptly pay to Cisco the appropriate licensee fees.

Export. Software, including technical data, may be subject to U.S. export control laws, including the U.S. Export Administration Act and its associated regulations, and may be subject to export or import regulations in other countries. Customer agrees to comply strictly with all such regulations and acknowledges that it has the responsibility to obtain licenses to export, re-export, or import Software.

Restricted Rights. Cisco's commercial software and commercial computer software documentation is provided to United States Government agencies in accordance with the terms of this Agreement, and per subparagraph "(c)" of the "Commercial Computer Software - Restricted Rights" clause at FAR 52.227-19 (June 1987). For DOD agencies, the restrictions set forth in the "Technical Data-Commercial Items" clause at DFARS 252.227-7015 (Nov 1995) shall also apply.

Limited Warranty

Cisco Systems, Inc. or the Cisco Systems, Inc. subsidiary licensing the Software, if sale is not directly by Cisco Systems, Inc. ("Cisco") warrants that commencing from the date of delivery to Customer (but in case of resale by a Cisco reseller, commencing not more than ninety (90) days after original shipment by Cisco), and continuing for a period of the longer of (a) ninety (90) days or (b) the period set forth in the Warranty Card accompanying the Product (if any): (a) the media on which the Software is furnished will be free of defects in materials and workmanship under normal use; and (b) the Software substantially conforms to its published specifications. The date of shipment of a Product by Cisco is set forth on the packaging material in which the Product is shipped. Except for the foregoing, the Software is provided AS IS. This limited warranty extends only to the Customer who is the original licensee. Customer's sole and exclusive remedy and the entire liability of Cisco and its suppliers under this limited warranty will be, at Cisco or its service center's option, repair, replacement, or refund of the Software if reported (or, upon request, returned) to the party supplying the Software to Customer, if different than Cisco. In no event does Cisco warrant that the Software is error free or that Customer will be able to operate the Software without problems or interruptions. In addition, due to the continual development of new techniques for intruding upon and attacking networks, Cisco does not warrant that the Software or any equipment, system or network on which the Software is used will be free of vulnerability to intrusion or attack.

Y2K. Cisco represents that Products which it has designated as "Year 2000 Compliant" (or Status Description "Green") as set forth in the "Compliance Table," (including accompanying Notes), located in Cisco's "Year 2000 Compliance" web pages beginning at http://www.cisco.com (the "Year 2000 Pages") are "Year 2000 Compliant," meaning that, as delivered to Customer:

A. The Products accurately process data and time calculations before and during the years 1999 and 2000;

B. All manipulation of time-related data yields the desired results for valid date values within the application domain;

C. Date elements in those Products use four digit storage and indicate century to eliminate the chance for errors;

D. If a date element exists without a century indication, the correct century continues to be unambiguous and produces accurate results; and Software accurately processes date and time data when used in conjunction with other Year 2000 compliant software products.

Should a Product that is so identified as "Year 2000 Compliant" not be Year 2000 Compliant or should Cisco otherwise breach the foregoing representation, Cisco will, as Customer's sole and exclusive remedy, repair or replace the Product so that it becomes Year 2000 Compliant or, if Cisco is unable to repair or replace the Product to make it Year 2000 Compliant, Cisco will refund the purchase price of the Product paid to Cisco, provided that Customer returns the Product to Cisco as originally delivered by Cisco (except for normal wear and tear) and pursuant to Cisco's then-current RMA policy. The foregoing representation and remedy shall only apply to Products returned prior to January 31, 2001, or to Products returned before the Products are no longer supported pursuant to Cisco's standard support policies, whichever event first occurs. Each Product ordered will be subject to Cisco's then-current "Year 2000 Pages" as of the date of delivery.

Restrictions. This warranty does not apply if the Product (a) has been altered, except by Cisco, (b) has not been installed, operated, repaired, or maintained in accordance with instructions supplied by Cisco, (c) has been subjected to abnormal physical or electrical stress, misuse, negligence, or accident; or (d) is licensed, for beta, evaluation, testing or demonstration purposes for which Cisco does not receive a payment of purchase price or license fee.

DISCLAIMER OF WARRANTY. EXCEPT AS SPECIFIED IN THIS WARRANTY, ALL EXPRESS OR IMPLIED CONDITIONS, REPRESENTATIONS, AND WARRANTIES INCLUDING, WITHOUT LIMITATION, ANY IMPLIED WARRANTY OR CONDITION OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NONINFRINGEMENT, SATISFACTORY QUALITY OR ARISING FROM A COURSE OF DEALING, LAW, USAGE, OR TRADE PRACTICE, ARE HEREBY EXCLUDED TO THE EXTENT ALLOWED BY APPLICABLE LAW. TO THE EXTENT AN IMPLIED WARRANTY CANNOT BE EXCLUDED, SUCH WARRANTY IS LIMITED IN DURATION TO THE WARRANTY PERIOD. BECAUSE SOME STATES OR JURISDICTIONS DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, THE ABOVE LIMITATION MAY NOT APPLY TO YOU. THIS WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY ALSO HAVE OTHER RIGHTS WHICH VARY FROM JURISDICTION TO JURISDICTION. This disclaimer and exclusion shall apply even if the express warranty set forth above fails of its essential purpose.

General Terms Applicable to the Limited Warranty Statement and Software License.

Disclaimer of Liabilities. IN NO EVENT WILL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY LOST REVENUE, PROFIT, OR DATA, OR FOR SPECIAL, INDIRECT, CONSEQUENTIAL, INCIDENTAL, OR PUNITIVE DAMAGES HOWEVER CAUSED AND REGARDLESS OF THE THEORY OF LIABILITY ARISING OUT OF THE USE OF OR INABILITY TO USE SOFTWARE EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. In no event shall Cisco's or its suppliers' liability to Customer, whether in contract, tort (including negligence), or otherwise, exceed the price paid by Customer. The foregoing limitations shall apply even if the above-stated warranty fails of its essential purpose. BECAUSE SOME STATES OR JURISDICTIONS DO NOT ALLOW LIMITATION OR EXCLUSION OF CONSEQUENTIAL OR INCIDENTAL DAMAGES, THE ABOVE LIMITATION MAY NOT APPLY TO YOU.

The Warranty and the Software License shall be governed by and construed in accordance with the laws of the State of California, without reference to principles of conflict of laws, provided that for Customers located in a member state of the European Union, Norway or Switzerland, English law shall apply. The United Nations Convention on the International Sale of Goods shall not apply. If any portion hereof is found to be void or unenforceable, the remaining provisions of the Warranty and the Software License shall remain in full force and effect. Except as expressly provided herein, the Software License constitutes the entire agreement between the parties with respect to the license of the Software and supersedes any conflicting or additional terms contained in the purchase order.

If Customer has entered into a contract directly with Cisco for supply of the Products subject to this warranty, the terms of that contract shall supersede any terms of this Warranty or the Warranty Card, or the Software License, which are inconsistent with that contract. Customer acknowledges that: the Internet URL address and the web pages referred to in this document may be updated by Cisco from time to time; the version in effect at the date of delivery of the Products to the Customer shall apply.

For warranty or license terms which may apply in particular countries and for translations of the above information, please visit the following URL:

http://www.cisco.com/univercd/cc/td/doc/es_inpck/cetrans.htm.

Licensing and Copyright Information

Portions copyright © 1996, 1999 International Business Machines Corporation and others. All Rights Reserved.

This product includes software developed by the Apache Software Foundation (http://www.apache.org/).

The Swing UI Library The Swing UI library, included in the product, is provided to you ("Licensee") under license from Sun Microsystems, Inc. ("Sun"). The following terms apply solely to your use of the Software and supplements the terms of the Cisco end user license agreement governing your use of the Cisco product:

1. Restrictions. Software is confidential copyrighted information of Sun and title to all copies is retained by Sun and/or its licensors. Licensee shall not decompile, disassemble, decrypt, extract, or otherwise reverse engineer Software. Software may not be leased, assigned, or sublicensed, in whole or in part. Software is not designed or intended for use in on-line control of aircraft, air traffic, aircraft navigation or aircraft communications; or in the design, construction, operation or maintenance of any nuclear facility. Licensee warrants that it will not use or redistribute the Software for such purposes.

2. Trademarks and Logos. This Agreement does not authorize Licensee to use any Sun name, trademark or logo. Licensee acknowledges that Sun owns the Java trademark and all Java-related trademarks, logos and icons including the Coffee Cup and Duke ("Java Marks") and agrees to: (i) comply with the Java Trademark Guidelines at http://java.sun.com/trademarks.html; (ii) not do anything harmful to or inconsistent with Sun's rights in the Java Marks; and (iii) assist Sun in protecting those rights, including assigning to Sun any rights acquired by Licensee in any Java Mark.

3. Disclaimer of Warranty. Software is provided "AS IS," without a warranty of any kind. ALL EXPRESS OR IMPLIED REPRESENTATIONS AND WARRANTIES, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT, ARE HEREBY EXCLUDED.

4. Limitation of Liability. SUN AND ITS LICENSORS SHALL NOT BE LIABLE FOR ANY DAMAGES SUFFERED BY LICENSEE OR ANY THIRD PARTY AS A RESULT OF USING OR DISTRIBUTING SOFTWARE. IN NO EVENT WILL SUN OR ITS LICENSORS BE LIABLE FOR ANY LOST REVENUE, PROFIT OR DATA, OR FOR DIRECT, INDIRECT, SPECIAL, CONSEQUENTIAL, INCIDENTAL OR PUNITIVE DAMAGES, HOWEVER CAUSED AND REGARDLESS OF THE THEORY OF LIABILITY, ARISING OUT OF THE USE OF OR INABILITY TO USE SOFTWARE, EVEN IF SUN HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

5. Export Regulations. Software, including technical data, is subject to U.S. export control laws, including the U.S. Export Administration Act and its associated regulations, and may be subject to export or import regulations in other countries. Licensee agrees to comply strictly with all such regulations and acknowledges that it has the responsibility to obtain licenses to export, re-export, or import Software. Software may not be downloaded, or otherwise exported or re-exported (i) into, or to a national or resident of, Cuba, Iraq, Iran, North Korea, Libya, Sudan, Syria or any country to which the U.S. has embargoed goods; or (ii) to anyone on the U.S. Treasury Department's list of Specially Designated Nations or the U.S. Commerce Department's Table of Denial Orders.

6. Restricted Rights. Use, duplication or disclosure by the United States government is subject to the restrictions as set forth in the Rights in Technical Data and Computer Software Clauses in DFARS252.227-7013(c) (1) (ii) and FAR 52.227-19(c) (2) as applicable.

The JLex copyright notice, license and disclaimer follow:

Copyright 1996-2000 by Elliot Joel Berk and C. Scott Ananian

Permission to use, copy, modify, and distribute this software and its documentation for any purpose and without fee is hereby granted, provided that the above copyright notice appear in all copies and that both the copyright notice and this permission notice and warranty disclaimer appear in supporting documentation, and that the name of the authors or their employers not be used in advertising or publicity pertaining to distribution of the software without specific, written prior permission.

The authors and their employers disclaim all warranties with regard to this software, including all implied warranties of merchantability and fitness. In no event shall the authors or their employers be liable for any special, indirect or consequential damages or any damages whatsoever resulting from loss of use, data or profits, whether in an action of contract, negligence or other tortious action, arising out of or in connection with the use or performance of this software.

Java is a trademark of Sun Microsystems, Inc. References to the Java programming language in relation to JLex are not meant to imply that Sun endorses this product.

Portions Copyright Microsoft.

Portions Copyright © 2001 by Jason Hunter (jhunter@servlets.com). All rights reserved. The source code, object code, and documentation in the com.oreilly.servlet package is copyrighted and owned by Jason Hunter. You are free to use the com.oreilly.servlet package in the development of any non-commercial project. For this use you are granted a non-exclusive, non-transferable limited license at no cost. If you are interested in using the package to benefit a commercial project, you are granted the same license, provided that every person on the development team for that project owns a copy of the book Java Servlet Programming (O'Reilly) in its most recent edition. The most recent edition is currently the 2nd Edition, available in association with Amazon.com at the following URL:

http://www.amazon.com/exec/obidos/ASIN/0596000405/jasonhunter.

Redistribution of the com.oreilly.servlet package is permitted provided that the following conditions are met:

1. You redistribute the package in object code form only (as Java .class files or a .jar file containing the .class files) and only as part of a product that uses the classes as part of its primary functionality.

2. You reproduce the above copyright notice, this list of conditions, and the following disclaimer in the documentation and/or other materials provided with the distribution.

To clarify, you may use the com.oreilly.servlet package to build new software and may distribute the package in object code form as part of this software. You may NOT distribute the package as part of a software development kit, other library, or development tool without consent of the copyright holder. Any modified form of the com.oreilly.servlet package is bound by these same restrictions.

Note that the com.oreilly.servlet package is provided "as is" and the author will not be liable for any damages suffered as a result of your use. Furthermore, you understand the package comes without any technical support.

You can always find the latest version of the com.oreilly.servlet package at the following URL:

http://www.servlets.com

THIS SOFTWARE IS PROVIDED BY THE AUTHOR ``AS IS'' AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE AUTHOR OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.

Crystal Reports Developer Edition from Crystal Decisions

The Cisco CRA Historical Reporting Client software uses Royalty Free Run-Time files part of Crystal Reports Developer Edition from Crystal Decisions. You are NOT licensed to use the Royalty Free Run-Time files to distribute reports to be shared by multiple clients. The Crystal Reports license (CRLicense.hlp), a copy of which can be found under your install folder, provides that if you use the Software, together or separately or in combination with ANY Server Environment, to create a Report Distribution System, you must acquire a Crystal Broadcast License as a separate and standalone offering from Crystal Decisions which is based on the number of users accessing reports served up by the report distribution system. ("Server Environment" is defined as any server system, licensed from Crystal or any other entity, that consists of one or more server software processes, operating independently or otherwise, including but not limited to report servers, web servers, database servers, terminal servers, mail servers, application servers or transaction servers, facilitated by an internet, intranet, "xtranet", client/server network, wide-area network, or any other multi-user network. "Report Distribution System" is defined in the license agreement as follows: "Report Distribution System" means any process or system or combination of processes or systems that is or are used to automatically and/or regularly deliver, share or distribute Reports, without providing any Access to a Server/Web-based Application: (a) to greater than fifty (50) end users directly, or (b) to a location that is accessible to greater than fifty (50) end users, who are reasonably likely to view or use the Reports. A Report Distribution System shall not include: (a) distribution of Reports in hard copy form; (b) manual distribution on a one-time or ad hoc basis; or (c) distribution of Client Applications created using the Royalty Free Runtime Software. For purposes of calculating the number of end users, you do not need to include any end user who otherwise has a valid license to use the Software or any of Crystals other products (other than any product offered free of charge).) Please contact Seagate Software or visit http://www.crystaldecisions.com for more details on the terms of this extended licensing model.

You are authorized to install the Cisco CRA Historical Reporting Client software on a separate client machine. However, if you want to install the Historical Reports Client on the CRA Server itself and share the reports to multiple clients you must obtain the Crystal Broadcast License.

Rhino JavaScript Interpreter

The contents of this file are subject to the Mozilla Public License Version 1.1 (the "License"); you may not use this file except in compliance with the License. You may obtain a copy of the License at the following URL:

http://www.mozilla.org/MPL/

You can find a copy of the source code for Rhino at the following URL:

http://www.mozilla.org/rhino/index.html

Software distributed under the License is distributed on an "AS IS" basis, WITHOUT WARRANTY OF ANY KIND, either express or implied. See the License for the specific language governing rights and limitations under the License.

Obtaining Documentation

These sections explain how to obtain documentation from Cisco Systems.

World Wide Web

You can access the most current Cisco documentation on the World Wide Web at this URL:

http://www.cisco.com

Translated documentation is available at this URL:

http://www.cisco.com/public/countries_languages.shtml

Documentation CD-ROM

Cisco documentation and additional literature are available in a Cisco Documentation CD-ROM package. The Documentation CD-ROM is updated monthly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual subscription.

Ordering Documentation

You can order Cisco documentation in these ways:

Registered Cisco.com users (Cisco direct customers) can order Cisco product documentation from the Networking Products MarketPlace:

http://www.cisco.com/cgi-bin/order/order_root.pl

Registered Cisco.com users can order the Documentation CD-ROM through the online Subscription Store:

http://www.cisco.com/go/subscription

Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco Systems Corporate Headquarters (California, U.S.A.) at 408 526-7208 or, elsewhere in North America, by calling 800 553-NETS (6387).

Documentation Feedback

You can submit comments electronically on Cisco.com. In the Cisco Documentation home page, click the Fax or Email option in the "Leave Feedback" section at the bottom of the page.

You can e-mail your comments to bug-doc@cisco.com.

You can submit your comments by mail by using the response card behind the front cover of your document or by writing to the following address:

Cisco Systems
Attn: Document Resource Connection
170 West Tasman Drive
San Jose, CA 95134-9883

We appreciate your comments.

Obtaining Technical Assistance

Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain online documentation, troubleshooting tips, and sample configurations from online tools by using the Cisco Technical Assistance Center (TAC) Web Site. Cisco.com registered users have complete access to the technical support resources on the Cisco TAC Web Site.

Cisco.com

Cisco.com is the foundation of a suite of interactive, networked services that provides immediate, open access to Cisco information, networking solutions, services, programs, and resources at any time, from anywhere in the world.

Cisco.com is a highly integrated Internet application and a powerful, easy-to-use tool that provides a broad range of features and services to help you with these tasks:

Streamline business processes and improve productivity

Resolve technical issues with online support

Download and test software packages

Order Cisco learning materials and merchandise

Register for online skill assessment, training, and certification programs

If you want to obtain customized information and service, you can self-register on Cisco.com. To access Cisco.com, go to this URL:

http://www.cisco.com

Technical Assistance Center

The Cisco Technical Assistance Center (TAC) is available to all customers who need technical assistance with a Cisco product, technology, or solution. Two levels of support are available: the Cisco TAC Web Site and the Cisco TAC Escalation Center.

Cisco TAC inquiries are categorized according to the urgency of the issue:

Priority level 4 (P4)—You need information or assistance concerning Cisco product capabilities, product installation, or basic product configuration.

Priority level 3 (P3)—Your network performance is degraded. Network functionality is noticeably impaired, but most business operations continue.

Priority level 2 (P2)—Your production network is severely degraded, affecting significant aspects of business operations. No workaround is available.

Priority level 1 (P1)—Your production network is down, and a critical impact to business operations will occur if service is not restored quickly. No workaround is available.

The Cisco TAC resource that you choose is based on the priority of the problem and the conditions of service contracts, when applicable.

Cisco TAC Web Site

You can use the Cisco TAC Web Site to resolve P3 and P4 issues yourself, saving both cost and time. The site provides around-the-clock access to online tools, knowledge bases, and software. To access the Cisco TAC Web Site, go to this URL:

http://www.cisco.com/tac

All customers, partners, and resellers who have a valid Cisco service contract have complete access to the technical support resources on the Cisco TAC Web Site. The Cisco TAC Web Site requires a Cisco.com login ID and password. If you have a valid service contract but do not have a login ID or password, go to this URL to register:

http://www.cisco.com/register/

If you are a Cisco.com registered user, and you cannot resolve your technical issues by using the Cisco TAC Web Site, you can open a case online by using the TAC Case Open tool at this URL:

http://www.cisco.com/tac/caseopen

If you have Internet access, we recommend that you open P3 and P4 cases through the Cisco TAC Web Site.

Cisco TAC Escalation Center

The Cisco TAC Escalation Center addresses priority level 1 or priority level 2 issues. These classifications are assigned when severe network degradation significantly impacts business operations. When you contact the TAC Escalation Center with a P1 or P2 problem, a Cisco TAC engineer automatically opens a case.

To obtain a directory of toll-free Cisco TAC telephone numbers for your country, go to this URL:

http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml

Before calling, please check with your network operations center to determine the level of Cisco support services to which your company is entitled: for example, SMARTnet, SMARTnet Onsite, or Network Supported Accounts (NSA). When you call the center, please have available your service agreement number and your product serial number.