Table Of Contents

A - B - C - D - E - G - I - J - L - P - R - S - U - V - W -

Index

A

Alarm Service, about 3-8

application engine 1-5

application scripts 1-6

application server

configuring CRA4-8to 4-11

configuring IP ICD4-15to 4-16

system requirements 2-1

audience vii

B

backing up files 3-8

backup utility, installing 2-5

browser requirements 2-4

C

Cisco CallManager

administration 4-2

configuring CRA4-2to 4-8

Extended Services 1-2

integration 1-4

Cisco Customer Response Platform

about1-3to 1-5, 2-1

architecture1-5to 1-6

Cisco Intelligent Contact Manager (ICM) 1-6

Cisco IP Contact Center (IPCC) 1-6

Cisco IP Telephony components 1-3

Cisco IP Telephony Directory 1-4, 3-5

CiscoWorks2000 Collector 3-4

client system requirements 2-3

community strings 3-8

configuration information worksheet 2-5

configuring

Cisco CallManager4-2to 4-8

CRA4-1to 4-11

data for 2-5

procedures 4-1

CRA application server4-8to 4-11

IP ICD4-11to 4-16

IP IVR4-1to 4-11

SNMP trap sender 3-7

co-resident server

about 3-1

installation 3-4

system requirements 2-2

CRA

applications package 1-1

configuring4-1to 4-11

installing3-1to 3-4

CRA Application Administration 4-9

CRA Editor

about 1-5, 1-6

client requirements 2-3

installing 3-9

platform component 1-5

workflow steps 1-5

CRA Engine 1-5

CRA product keys 3-3

CRA Real Time Reporting

about 1-2, 1-5

client requirements 2-3

installing client 3-12

CRA SDK

client requirements 2-3

installing 3-12

CRA server, system requirements 2-1

CR Platform. See Cisco Customer Response Platform

CTI ports, adding 4-4

D

DC Directory

about 1-4

configuration defaults 3-6

linking to 3-5

dedicated server 2-2, 3-1

desktop shortcut, adding 3-10, 4-10

directory

Cisco IP Telephony Directory

about 1-4

configuring 3-5

DC Directory 1-2

LDAP 1-2, 1-4

documentation

audience vii

online viii

organization vii

related viii

Domain Name System (DNS) 4-3

E

Editor, CRA. See CRA Editor

errors, in installation 3-4

Event Service Desk 1-3

Extended Services, Cisco CallManager 1-2

G

gateways 1-4

I

installing

CRA

connecting peripherals 3-2

correcting errors 3-4

data for 2-5

loading software 3-3

plug-ins 3-9

product keys 3-3

CRA Editor 3-9

CRA Real Time Reporting client 3-12

CRA SDK 3-12

IP ICD Agent Desktop3-10to 3-11

SPE for CRA 2-5

IP ICD

about1-2to 1-3

configuring4-11to 4-16

supported IP phones for Agent Desktop 2-4

IP ICD Agent Desktop

about 1-3

client requirements 2-3

installing3-10to 3-11

IP ICD extensions, assigning4-13to 4-15

IP IVR

about 1-2

configuring4-1to 4-11

IP phones supported 2-4

J

jar files 1-5

Java 1-5, 1-6

JTAPI

about 1-5

associate devices to user 4-6

platform component 1-6

Resource Manager 4-15

subsystem 4-5, 4-10

user for CRA 4-5, 4-6

L

LDAP 1-4

Lightweight Directory Access Protocol, See LDAP

P

parameters, changing enterprise 4-3

plug-ins, installing 3-9

preparing for installation2-5to 2-7

procedures

configuring CRA 4-1

configuring IP ICD 4-11

CRA installation and configuration roadmap 2-4

R

Real Time Reporting. See CRA Real Time Reporting

Repository 1-5, 3-5

resource groups 1-2

Resource Manager

about 1-2

JTAPI provider 4-15

platform component 1-6

subsystem user 4-12

restoring files 3-8

roadmap, installation and configuration 2-4

S

SDK. See CRA SDK

SNMP traps

about 3-8

Alarm Service 3-8

community strings 3-8

configuring 3-8

Software Developer's Kit. See CRA SDK

SPE for CRA

connecting peripherals 3-2

installing 2-5

system requirements

application server 2-1

client 2-3

co-resident server 2-2

dedicated server 2-2

U

usernames and passwords 2-6

V

visual programming environment 1-6

voice gateways 1-4

W

workflow steps, CRA Editor 1-5

worksheet

configuration information 2-5

usernames and passwords 2-6