Table Of Contents

Preparing to Install Cisco CRA

Cisco CRA Server System Requirements

Co-Resident Server Configuration

Dedicated Server Configuration

Requirements for Client System Software

Installation and Configuration Roadmap

Installing an SPE for Applications

Gathering Data for the Installation

Keeping Track of Usernames and Passwords

Preparing to Install Cisco CRA

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The CR Platform provides interactive voice response and automatic call distributor functionality to your Cisco IP Telephony Solution. Depending on your needs, you can install Cisco CRA software packages on the same server as Cisco CallManager (creating a co-resident configuration), or you can set up a dedicated server configuration.

These topics are covered in this chapter:

•Cisco CRA Server System Requirements

•Installation and Configuration Roadmap

•Installing an SPE for Applications

•Gathering Data for the Installation

Cisco CRA Server System Requirements

Two CRA server configurations are possible for the Cisco ICS 7750. The port capacity is different for each configuration:

•Co-resident server configuration—Cisco CallManager and one of the CRA 2.2 applications (either IP IVR or IP ICD) is installed on the SPE running System Manager. There is a combined maximum capacity of ten ports.

•Dedicated server configuration—Either or both CRA 2.2 applications (IP IVR and IP ICD) can be installed on the same SPE for applications. There is a combined maximum capacity of 48 ports.

Cisco CRA 2.2 has been qualified with the combinations of products that are listed in Table 2-1.

Table 2-1 Qualified Combinations of Product Releases with Cisco CRA 2.2

Cisco CRA Releases	Cisco CallManager Releases	Cisco ICS 7750 System Manager Releases
2.2(5), 2.2(4), 2.2(3), 2.2(2)	3.2(2c), 3.2(1), 3.1(4), 3.1(3), 3.1(2c)	2.5, 2.4, 2.3, 2.2, 2.1
2.2(5)	3.3(2), 3.3(1)	2.6

Co-Resident Server Configuration

Table 2-2 lists the server system requirements for Cisco CRA installed on the SPE running System Manager and Cisco CallManager 3.1(or later release) or on another SPE running only Cisco CallManager.

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Note When a Cisco ICS 7750 has two instances of Cisco CallManager 3.1(2c) (or later release) installed, we recommend that you install CRA on the SPE with the lesser CPU load. Typically, you would choose the Cisco CallManager SPE with the fewest number of registered phones.

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Table 2-2 Co-Resident Server System Requirements 

Component	Requirement
Server machine	System Processing Engine (SPE) 310 running System Manager in the Cisco ICS 7750 system.
Operating system	Windows 2000 Server—The operating system that is pre-installed on a new SPE.
Cisco CallManager	Cisco CallManager 3.1(2c) (or later release)—This version of Cisco CallManager is required and must be running on the SPE running System Manager or on a separate SPE before you begin the CRA installation. The Cisco CallManager directory service (DC Directory or a remote LDAP directory) must be running before you install CRA, or the installation will fail.
RAM	512 MB are required and provide a capacity of ten ports. Port capacity is the number of simultaneous calls in queue and simultaneous IP IVR and IP AA sessions in progress or the number of IP-ICD agents. Co-resident configurations are limited to ten ports.

Dedicated Server Configuration

Table 2-3 lists the server system requirements for an SPE dedicated to Cisco CRA applications only.

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Note Do not install Cisco CRA on an SPE running Cisco Unity.

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Table 2-3 Dedicated Server System Requirements 

Component	Requirement
Server machine	System Processing Engine (SPE) 310 for applications in the Cisco ICS 7750 system.
Operating system	Windows 2000 Server—The operating system that is pre-installed on a new SPE.
Cisco CallManager	Cisco CallManager 3.1(2c) (or later release)—This version of Cisco CallManager is required and must be running before you begin the CRA installation. Cisco CallManager can be on the SPE running System Manager. A second instance of Cisco CallManager can be on another SPE, but not on the SPE for CRA. The Cisco CallManager directory service (DC Directory or a remote LDAP directory) must be running before you install CRA, or the installation will fail.
RAM	512 MB are required and provide a port capacity of 4 to 48 ports. Port capacity is the number of simultaneous calls in queue and simultaneous IP IVR and IP AA sessions in progress or the number of IP-ICD agents. To add ports to a dedicated configuration, you can purchase license keys.

Requirements for Client System Software

You can access the Application Administration web pages from the server on which Cisco CRA is installed, or you can use a client computer and an Internet browser.

These are other components that you can install on a client computer:

•IP ICD Agent Desktop

•CRA Editor

•RealTime Reporting client

You can also purchase and install the Cisco CRA Software Developers's Kit (SDK) on a client computer.

For information about installing the plug-ins on client systems, see the "Installing Plug-Ins from the Application Server" section on page 3-9.

Table 2-4 lists the requirements for client systems.

Table 2-4 Client System Requirements 

Component	Requirements
Client operating system	Windows NT, Windows 95, Windows 98, or Windows 2000.
Browser	Microsoft Internet Explorer 5 or later.
IP ICD Agent phone	Cisco 7900 series IP Phones or Cisco IP Softphone. Refer to the IP ICD Agent Desktop online help for details on supported configurations.

Installation and Configuration Roadmap

Before installing any components or applications included with Cisco CRA, make sure that the Cisco CallManager 3.1 (or later) server is installed and configured.

Table 2-5 lists the installation procedures in the correct sequence and directs you to the detailed instructions to install and configure Cisco CRA applications for your organization.

Table 2-5 Procedures for Cisco CRA Installation and Configuration  

Procedure	Reference
Prepare to install Cisco CRA.	See "Preparing to Install Cisco CRA."
For dedicated configurations, install an SPE for applications in the Cisco ICS 7750.	See the "Installing an SPE for Applications" section.
Install Cisco CRA on your SPE.	See the "Installing Customer Response Applications" section on page 3-1.
Perform initial server configuration.	See the "Completing Cisco CRA Installation Tasks" section on page 3-5.
Configure the SNMP Trap Sender (optional).	See the "Backing Up and Restoring Your Cisco CRA Files" section on page 3-8.
Configure the CRA server for IP IVR. Do this to set up CTI Managers, CTI ports, CTI route points, and users for IP IVR.	See the "Configuration Procedures for Cisco CRA" section on page 4-1.
Create an application script for the IP IVR with the CRA Editor, or select one of the sample application scripts provided.	Refer to "Configuring IP IVR" in the Cisco CRA Administrator's Guide.
Configure the CRA server for IP ICD. Do this to set up the Resource Manager and users for IP ICD.	See the "Configuring IP ICD" section on page 4-11.
Use the CRA Application Administration web pages to create and configure an IP ICD application by using the application script.	Refer to the "Using a Sample Script to Create an ICD Application" topic in the Application Administration online help. Refer to "Configuring Cisco IP ICD," in the "Cisco CRA Administrator's Guide.
Add the IP IVR and IP ICD applications to the CRA Engine.	Refer to "Adding and Configuring Applications," in the "Cisco CRA Administrator's Guide.

Installing an SPE for Applications

Information about installing an additional SPE card in an ICS 7750 chassis is located in the Cisco ICS 7750 FRU Installation and Replacement document. When you are installing a new SPE for a dedicated configuration for Cisco CRA, use the procedures in the "Installing an SPE," section of the Cisco ICS 7750 FRU Installation and Replacement document. If you are installing a co-resident configuration for Cisco CRA, proceed to the "Gathering Data for the Installation" section.

The basic steps for installing an SPE intended to run applications are described in the " Installing a New SPE for Applications" section of the Cisco ICS 7750 FRU Installation and Replacement document. Use these procedures to install and configure a dedicated SPE for Cisco CRA.

After you install and configure the SPE continue with the "Gathering Data for the Installation" section.

Gathering Data for the Installation

To set up your CRA server, you need to gather information about the existing network, other servers, and the administrators to use during the installation of Cisco CRA. Use Table 2-6 to create a list of this information.

Plan the backup strategy for the CRA server before beginning the installation. If the SPE for Cisco CRA is to be the backup server, you can install the Cisco IP Telephony Applications Backup Utility only during the installation procedure. Refer to the Backing Up and Restoring Cisco CallManager for more information.

Table 2-6 Worksheet for Configuration Information 

Parameter	Example	Your Value
Username	Technology	.
Organization	Cisco Systems	.
Computer name (host name)	CRA-PC	.
DNS domain suffix	cisco.com	.
Workgroup name or Domain username and password	Domain1	.
Primary DNS server IP address	IP address	.
Secondary DNS server IP address	IP address	.
Primary WINS server IP address	IP address	.
Secondary WINS server IP address	IP address	.
IP address for your IP IVR server	198.166.34.40	.
Subnet mask for your IP IVR server	255.255.255.0	.
Default gateway for your IP IVR server	198.166.34.1	.
IP address or DNS host name of the Cisco CallManager server	IP address	.
Location of CiscoWorks 2000 server	DNS host name or IP address	.
Location of backup server	DNS host name or IP address	.

Keeping Track of Usernames and Passwords

There are many usernames and passwords associated with Cisco CallManager and Cisco CRA. Use Table 2-7 to record important use names and passwords set during the installation and configuration procedures. For more information, refer to the Cisco Customer Response Applications Administrator's Guide and the online help.

Table 2-7 Usernames and Passwords 

Type of User	Description	Username	Password
Windows 2000 administrator	Administrator for Windows 2000 operating system. This is overwritten by the Cisco CallManager and CRA administrator passwords as you enter them.	Administrator	.
Cisco CallManager administrator	Administrator for Cisco CallManager. This is overwritten by the CRA administrator password in a co-resident installation.	Administrator	.
Directory Administrator LDAP Directory Administrator	Administrator for DC Directory in Cisco CallManager. Administrator for the LDAP directory in Cisco CallManager, such as Microsoft Active Directory or Netscape Directory Server 4.0.	Directory Manager	.
CRA administrator	Administrator for CRA. This password overwrites the Windows 2000 administrator password and the Cisco CallManager password in a co-resident installation.	Administrator	.
JTAPI user	The Cisco CallManager user that controls IP IVR CTI ports and route points.	.	.
RMCM user	The Cisco CallManager user that controls IP ICD devices.	.	.
DB user	User for the ODBC data source.	.	.
E-mail user	Administrative account on the mail server.	.	.