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Release Notes for Cisco Customer Response Applications 2.2(5) on the Cisco ICS 7750

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Release Notes for Cisco Customer Response Applications 2.2(5) on the Cisco ICS 7750

Table Of Contents

Release Notes for Cisco Customer Response Applications 2.2(5) on the Cisco ICS 7750

What's New in Cisco CRA Release 2.2(5)

Features Enabled with Each Product Key

Qualified Combinations of Product Releases

Related Documentation

Notes About Cisco CRA 2.2(5)

Supported and Unsupported Actions with the IP Integrated Contact Distribution Agent Desktop

Supported Actions for IP ICD Agents

Unsupported Actions for IP ICD Agents

Configurations to Avoid for Agent Phones

Additional Notes for IP ICD Agents

Ring-No-Answer Properties File Setting

Completing an Upgrade or Reinstallation of Cisco CRA

Upgrading from Cisco CRA 2.2(x) to Cisco CRA 2.2(5)

Support for Multiple DC Directory Servers

Known Problems

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 for Cisco Customer Response Applications 2.2(5) on the Cisco ICS 7750


These release notes are for use with Cisco Customer Response Applications (CRA) Release 2.2(5) and Cisco CallManager Extended Services on the Cisco ICS 7750.

You can get the latest version of this document at this URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/ics/icsapps/icscra/cra225/cra225rn.htm

This document contains the following sections:

What's New in Cisco CRA Release 2.2(5)

Qualified Combinations of Product Releases

Related Documentation

Notes About Cisco CRA 2.2(5)

Supported and Unsupported Actions with the IP Integrated Contact Distribution Agent Desktop

Completing an Upgrade or Reinstallation of Cisco CRA

Support for Multiple DC Directory Servers

Known Problems

Obtaining Documentation

Obtaining Technical Assistance

What's New in Cisco CRA Release 2.2(5)

Cisco Customer Response Applications (CRA) Release 2.2(5) includes the following new features:

Support for Cisco CallManager Release 3.3—In addition to previous releases of Cisco CallManager, Cisco CRA 2.2(5) supports Cisco CallManager 3.3.

Multiple DC Directory Servers—Cisco CRA 2.2(5) allows you to configure multiple DC Directory servers, and set up a priority order for the servers in case a failover occurs.

The DC Directory subscriber is no longer installed on the CRA server. The CRA installation program removes an existing DC Directory subscriber automatically.

When running Cisco CRA on a standalone server, if you have configured the Directory hostname field on the Directory Configuration page to point to the CRA server, you must change the hostname field to point to one or more DC Directory servers. For more information, see the"Support for Multiple DC Directory Servers" section.


Note You can upgrade Cisco CRA Release 2.2(4) and higher to CRA 3.0(2) only. You cannot upgrade CRA 2.2(4) or CRA 2.2(5) to CRA 3.0(1).


Features Enabled with Each Product Key

Table 1 lists the Cisco CRA features that are enabled by each Cisco CRA product key.

Table 1 Features Enabled by Cisco CRA Product Keys

Feature
IP IVR 1
IP ICD 2
CRA SDK 3
IP AA 4
Extension Mobility 5

Telephony Applications

X

X

-

X

-

Real Time Reporting

X

X

X

X

X

JTAPI6

X

X

-

X

-

ICM

X

-

-

-

-

Resource Manager

-

X

-

-

-

Media

X

X

-

X

X

Database

X

-

X

-

-

E-mail

X

-

X

-

X

Directory

X

X

X

X

X

Engine

X

X

X

X

X

Generic Applications

X

-

X

-

X

HTTP Triggers

X

-

X

-

X

Cisco CRA Editor

X

X

X

-

-

Real Time Reporting Plug-In

X

X

-

X

X

ICD Agent Desktop

-

X

-

-

-

SDK Plug-In

-

-

X

-

-

1 IP IVR = Cisco IP Interactive Voice Response

2 IP ICD = Cisco IP Integrated Contact Distribution

3 CRA SDK = Cisco CRA Software Developer's Kit

4 IP AA = Cisco IP Auto Attendant

5 Extension Mobility = Cisco CallManager Extension Mobility

6 JTAPI = Java Telephony Applications Programming Interface


Qualified Combinations of Product Releases

Cisco CRA 2.2(5) has been qualified for the following product combinations only. Table 2 lists the qualified product combinations for Cisco CRA 2.2(5), Cisco CallManager, and Cisco ICS System Manager.

Table 2 Qualified Combinations of Product Releases

Cisco CRA Release
Cisco CallManager Release
ICS System Manager
Software Release

2.2(5)

3.2(2c), 3.2(1), 3.1(4b), 3.1(3a), 3.1(2c)

2.5.0 or earlier

2.2(5)

3.3(2), 3.3(1)

2.6.0 or later


Related Documentation

For a list of documentation about the Cisco Customer Response (CR) Platform, refer to Cisco Customer Response Applications 2.2(5) for the Cisco ICS 7750 Documentation Locator at this URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/ics/icsapps/icscra/cra225/index.htm

For information about Cisco CallManager 3.3, refer to the Cisco CallManager Documentation Guide at this URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/3_3/doc_gd/index.htm

For information about Cisco CallManager Extended Services, refer to the Cisco CallManager Extended Services Administrator's Guide at this URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/serv_fea/ext_serv/index.htm

Notes About Cisco CRA 2.2(5)

This section has information about Cisco CRA Release 2.2(5):

Use distinct variables in the CRA Editor. Variables that differ only in capitalization of letters (for example, waitTime and WaitTime) might cause unexpected results.

Resource Manager Essentials Release 3.3 is compatible with the serviceability feature for Cisco CRA Release 2.2(5). If your CiscoWorks2000 server has a different version of Resource Manager Essentials, you should copy SacNTService.exe from the Program Files\cscopx\htdocs\rdist\sysloga directory of the CiscoWorks2000 server to this CRA server directory, Program Files\cisco\bin.

Certain types of transfers and conferences are not supported by the IP ICD Agent Desktop. Refer to the IP ICD Agent Desktop online help, or see the "Supported and Unsupported Actions with the IP Integrated Contact Distribution Agent Desktop" section on page 5 for a complete description of the supported and unsupported actions and phone configurations.

If you are upgrading to Cisco CRA 2.2(5) from a previous version, you should manually back up any system and user prompts, application script files (.aef), custom Java files(*.jar), and CRA SDK work before you upgrade. When the upgrade is complete, restore the prompts from backup.

The files that you create with CRA SDK are not backed up by the automated backup program. You must manually back up any files that you create with the CRA SDK.

You must enable DNS reverse lookup for the DNS server that you use for your CRA Server and for any systems that have the IP ICD Agent Desktop installed.

The only voice-transmission codec supported directly by the CRA engine is G.711. SoftPhones, IP phones, and gateways can also use G.723 or G.729, either of which requires less bandwidth than G.711. However, in order for a device that uses one of the low-bandwidth codecs to connect to IVR and ICD, a transcoding device must translate between the codecs.

When installing Cisco CRA on a separate server from the Cisco CallManager server, use the Cisco CallManager host name in the Cisco CallManager Database Location installation dialog box. Do not use the Cisco CallManager IP address in this dialog box. Using the IP address would cause data located in the Cisco CallManager publishing DC Directory to be replicated incorrectly to the CRA subscribing DC Directory.

Supported and Unsupported Actions with the IP Integrated Contact Distribution Agent Desktop

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

This section includes the following:

Supported Actions for IP ICD Agents, page 5

Unsupported Actions for IP ICD Agents, page 5

Supported IP Phones for IP ICD Agents, page 6

Configurations to Avoid for Agent Phones, page 6

Additional Notes for IP ICD Agents, page 6

Ring-No-Answer Properties File Setting, page 6

Supported Actions for IP ICD Agents

Agents who are already on an IP ICD call can do the following:

Perform a consultative transfer or conference to another user or agent—The agent receives an IP ICD call, presses the Transfer button, enters the number of the person to whom he or she wishes to transfer the call, waits until the other person answers the transferred call, and completes the transfer by pressing the Transfer button again (see "CSCdt01536" in Table 5 on page 14).

Put a new IP ICD call on hold and reconnect to a holding IP ICD call.

Perform a blind transfer to an IP ICD route point—Transferring a call to an IP ICD route point is supported only if you perform a blind transfer as quickly as possible (see "CSCdt44146" in Table 5 on page 14).

To perform a blind transfer on a Cisco IP Phone, press the Transfer button, dial the route point number, and press the Transfer button again.

To perform a blind transfer on a Cisco IP SoftPhone, click the Transfer button, dial the route point, and then click Send Call.

Unsupported Actions for IP ICD Agents

These are not supported actions for the IP ICD agents:

Arbitrary conference—Agent A receives an 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 Conference button twice.

Conferencing a call to a route point.

Transferring a call to an ICD route point and waiting for the other agent to answer the call—The transfer will not go through. The second agent will be in In-Session state for five seconds and will then return to Available state, but the second agent's phone will never ring. The first agent can retrieve the call and try again.

Picking up the phone when the IP ICD Desktop reports the status as In-Session, but before the phone rings—If the phone is off hook when the call is transferred, the transfer fails (see "CSCdt44146" in Table 5 on page 14).

Using Call Park.

Using the MeetMe, Pickup, and GPickup softkeys.

Configurations to Avoid for Agent Phones

To avoid problems with ICD agents' phones, use these configuration guidelines:

Do not configure agents' phones to have two lines with the same extension number in different partitions.

Do not assign the same ICD extension to more than one device.

Do not configure forwarding on agent's ICD lines.

Do not configure or use Cisco CallManager Extension Mobility with the ICD Agent Desktop.

Additional Notes for IP ICD Agents

These notes also apply for IP ICD agents:

All outbound calls that an agent makes are considered non-IP ICD calls. When an agent picks up the phone, the ICD Agent Desktop sets the state to Unavailable.

If an agent transfers a call to another agent, the second agent's state changes to In-Session.

An agent who is in the Unavailable state can change to the In-Session state if another agent transfers or conferences an ICD call to him.

Ring-No-Answer Properties File Setting

You can use Cisco CRA to change a default setting that puts an ICD agent in the Unavailable state when the agent does not answer a call. The agent must click the Available button in order to become available again. This changes the setting for all agents; you cannot configure the setting differently for the individual agents.

To change this setting:


Step 1 On the CRA server, open the SubsystenRmCm.properties file (the default directory path is C:\Program Files\wfavvid.)

Step 2 Change the com.cisco.wf.subsystems.rmcm.agentUnavailRNA setting to

False—if you want ICD agents who do not answer a call to return to the Available state.

True—if you want ICD agents who do not answer calls to go Unavailable. This is the default state.

Step 3 Restart the CRA engine.



Note If you change this setting to false, and an agent is away from his desk, calls could continue to be routed to an agent who is actually not available.


Completing an Upgrade or Reinstallation of Cisco CRA

This section describes a procedure that you should perform after you upgrade from Cisco eServices 2.0 to Cisco CRA 2.2 by using the installation CDs. Perform the following steps after you have completed the installation process.


Step 1 On the application server, choose Start > Settings > Control Panel > Administrative Tools > Services.

Step 2 Double click Cisco Application Engine.

Step 3 At the Logon tab, enter and confirm the password (use the Windows 2000 administrator's password), and click Apply.

Step 4 On the application server, choose Start > Programs > Cisco CRA Administrator > Application Administrator.

Enter your user name and password, and click OK.

The Application Administration Setup Page appears.

Step 5 Click Setup on the Application Administration Setup Page.

The Directory Configuration page appears. The necessary fields are pre-populated with your directory configuration data.


Caution If you are running Cisco CRA on a standalone server, and if the information in the Directory hostname field in the Directory Configuration web page points to the CRA server, then you must change the Directory hostname information to point to one or more DC Directory servers. For more information, see the Support for Multiple DC Directory Servers.

Step 6 Click OK to confirm the directory configuration.

Step 7 Launch a command window by choosing Start > Run.

Step 8 Enter cmd, and click OK.

Step 9 Set the directory to:

C:\Program Files\wfavvid

Step 10 Run UpgradeAA.bat.

Step 11 Restart the application server.


Upgrading from Cisco CRA 2.2(x) to Cisco CRA 2.2(5)

You might receive an error message about the JTAPI client installation when you are upgrading from earlier versions of Cisco CRA 2.2. To workaround this problem, go to the Cisco Call Manager Plug-ins page to download and install the Cisco JTAPI client.


Step 1 Log in to the CallManager Administration page.

Step 2 Click Applications.

Step 3 Click Plug-ins.

Step 4 Click Cisco JTAPI.

Step 5 Download Cisco JTAPI to the application server.

Step 6 Install the Cisco JTAPI client.


Support for Multiple DC Directory Servers

Cisco CRA 2.2(5) lets you configure multiple DC Directory servers, in order of priority, to be used if a failover occurs. These servers store Cisco CRA configuration data and scripts. If a failover occurs, the CRA server will attempt to use the first alternative DC Directory server that you have configured, then the second server, and so on.

To accommodate this change, the Directory hostname field in the Directory Configuration area in the CRA Administration Directory web page now accepts multiple IP addresses or host names.


Note Each DC Directory server must be in the same cluster.


The DC Directory subscriber is no longer installed on the CRA server. If it exists, it is removed by the installation program automatically.

To specify multiple DC Directory servers, from the CRA Administration main web page, choose Directory. In the Directory hostname field in the Directory Configuration area, first enter the IP address or the hostname of the DC Directory publisher. Then enter the IP addresses or host names of the alternative DC Directory servers in the order that they should be used if a failover occurs. Separate each IP address or hostname in the Directory hostname field with a semicolon (;), a coma (,), or a space.


Note If you are using multiple DC Directory servers, the DC directory publisher must be running when you set up Cisco CRA 2.2(5) and when you add, delete, or modify any CRA configuration information.


Known Problems

Known problems are problematic behaviors or defects in Cisco software releases. Known problems are graded according to severity level.

You can search for known problems on the Cisco Bug Toolkit.

To access Cisco Bug Toolkit, perform one of the following actions:

Enter the following URL in your web browser:

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

Log in to CCO (cisco.com), and click this path: Service & Support:  Technical Support Help  >  Tool Index >  Software Bug Toolkit.

For information about known problems for the following features, refer to the Release Notes for Cisco Customer Response Applications 2.2(5) at this URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps22/app22_5.htm

Known Problems for Cisco IP Auto Attendant

Known Problems for Cisco CallManager Extension Mobility

Known Problems for Cisco IP Interactive Voice Response and CRA Server,

Known Problems for IP ICD

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.