Table of Contents

Provisioning Additional Subsystems

These tasks must be complete before you provision additional subsystems:

If you purchased a Cisco IP Integrated Contact Distribution (ICD) package, you must also:

If you plan to run applications that use any of the additional CRA subsystems included in your CRA package, you should now provision those subsystems. The CRA system uses these additional subsystems to communicate with supporting systems such as Cisco IP Contact Center (IPCC), web servers, database servers, and e-mail servers.

Note   You need to provision a particular subsystem only if you are using CRA applications that require it.

Your CRA system may include some or all of the following additional subsystems:

This chapter introduces each of these Cisco CRA additional subsystems and explains how to provision it. You must be logged into the CRA Administration to provision the subsystems.

This chapter includes the following procedures:

Provision the ICM Subsystem

The Cisco CRA system uses the ICM subsystem to communicate with Cisco Intelligent Contact Manager (ICM), which is used by Cisco IP Contact Center (IPCC) to manage call distribution across sites and call-processing environments.

The CRA server is frequently used as part of an IPCC solution with Cisco ICM. In this type of installation, the Cisco ICM uses the CRA server to queue calls and perform other functions such as collecting caller-entered digits, performing database lookups, and playing back prompts.

Note   If you are not using Cisco IPCC, you do not need to provision the ICM subsystem.

Cisco ICM scripts can direct calls based on various criteria such as the time of day or the availability of subsystems. The scripts use four different commands to interact with the CRA system:

To provision the ICM subsystem, you will need to perform the following tasks:

1. Configure general ICM information. General ICM information includes the TCP/IP socket number for receiving messages from the Cisco ICM system and the expanded call variables you want to use to pass call-related information.

2. Configure ICM VRU scripts. Cisco IPCC uses VRU scripts to handle interactions with contacts. These scripts are loaded as applications on the CRA Engine.

This section includes the following procedures:

Configuring General ICM Information

To configure general ICM information, complete the following steps.

Procedure

The ICM Configuration web page opens, displaying the General area.

Step 2   In the VRU Connection Port field, enter the same number that is configured in the VRU peripheral interface manager (PIM) on the Cisco ICM system.

The system uses this TCP/IP socket number for receiving messages from the Cisco ICM system. You can copy the VRU Connection Port value from the VRU PIM configuration dialog box of the VRU peripheral gateway (PG) machine.

The default value in the Cisco ICM setup is 5000.

Step 3   In the Service Control field, click the Yes radio button.

The Service Control interface allows Cisco ICM to provide call-processing instructions to the Cisco CRA system. It also provides Cisco ICM with event reports indicating changes in call state.

You must enable the service control interface to use the ICM subsystem.

Step 4   In the Parameter Separator field, enter the character used to delineate individual parameters in a multiple parameter variable.

Step 5   In the Additional VRU Call Information check boxes, check the expanded call variables you want to use to pass call-related information. (See Table 6-1 .)

Step 6   Click Update.

The configuration information is added to the system.

You are now ready to configure the ICM VRU Scripts area of the ICM Configuration web page.

---

Note    You can also define your own expanded call variables with the Configure ICM tool in the Cisco ICM system. The CRA Engine registers the user-defined expanded call variables with Cisco ICM after it loads the VRU scripts that use these variables. The variables remain registered until the Cisco ICM session is reopened (either by request from the VRU peripheral gateway or when the CRA Engine is restarted). The variables remain registered even if you delete the script that uses them.

---

Configuring ICM VRU Scripts

Cisco IPCC uses Voice Response Unit (VRU) scripts to handle interactions with contacts. These scripts are loaded as applications on the CRA Engine.

To configure ICM VRU Scripts, complete the following steps.

Procedure

The ICM Configuration web page opens, displaying the General area.

Step 2   On the ICM Configuration navigation bar, click the ICM VRU Scripts hyperlink.

The first ICM VRU Scripts area of the ICM Configuration web page opens.

Step 3   Click the Add a New VRU Script hyperlink.

The second ICM VRU Script area of the ICM Configuration web page opens.

Step 4   In the VRU Script Name field, enter a name for the VRU script you want to add.

Step 5   In the Script field, perform one of the following tasks:

The User Prompt dialog box opens.

Enter the name of the script, and then click OK.

The User Prompt dialog box closes, and the name you entered appears in the Script field.

Step 6   Click Add.

The second ICM VRU Script area closes, and the name of the VRU script you added appears in the first ICM VRU Scripts area.

You are now ready to provision any additional subsystems your CRA applications require or to begin configuring CRA applications. (See "Configuring Cisco Script Applications.")

Provision the HTTP Subsystem

The Cisco CRA system uses the HTTP subsystem to enable CRA applications to respond to requests from a variety of web clients, including computers and IP phones.

Note   If you are not using HTTP applications, you do not need to provision the HTTP subsystem.

The CRA system uses subdirectories in the Cisco CRA installation directory to store text substitution, xsl (eXtensible Style Language) templates, static and dynamic web pages, and Java Servlet Pages (JSPs).

The default installation directory for the CRA system is C:\program files\wfavvid.

The CRA system uses the following subdirectories of the installation directory to administer the HTTP subsystem:

You can create additional subdirectories for different web sites or applications. It is possible to save static pages in any location to which the Tomcat server has access as long as it has adequate security to prevent unauthorized access.

To provision the HTTP subsystem, you need to provision HTTP triggers. HTTP applications use triggers to activate the application in response to an incoming HTTP message.

If necessary, you can change the TCP/IP port used by the HTTP server.

This section describes:

Configuring HTTP Triggers

To configure HTTP triggers for applications, complete the following steps.

Procedure

The first HTTP Trigger Configuration web page opens.

Step 2   Click the Add a New HTTP Trigger hyperlink.

The second HTTP Trigger Configuration web page opens.

Step 3   In the URL field, enter the URL that will be associated with the HTTP application.

The URL must be entered as /myapp, where myapp is the URL of the application. The URL can not contain any spaces, special characters, or backslashes.

Step 4   In the Language field, perform one of the following tasks:

The User Prompt dialog box opens.

Enter the locale string for the language, and then click OK.

The User Prompt dialog box closes, and the language you entered appears in the Language field.

Step 5   From the Application Name drop-down menu, enter the name of the application for which you are adding an HTTP trigger.

Step 6   In the Maximum Number Of Sessions field, enter the maximum simultaneous instances of the application that can run when triggered by this particular HTTP trigger.

Step 7   In the Idle Timeout (in ms) field, enter the maximum length of time the system will waits before rejecting the HTTP request for this trigger.

Step 8   In the Enabled field, click the Yes radio button to enable the HTTP trigger.

Step 9   Click Add.

The second HTTP Trigger Configuration web page closes, and the name of the VRU script you added appears in the first HTTP Trigger Configuration web page.

You are now ready to provision any additional subsystems your CRA applications require or to begin configuring CRA applications. (See Configuring Cisco Script Applications.)

Changing Port Numbers

You can set the TCP/IP port number the CRA Engine uses for the internal HTTP server when you install the HTTP subsystem. The default port used during installation is port 8080.

After the HTTP subsystem is installed, you can change the port in the Tomcat server.xml file.

To change the TCP/IP port number, complete the following steps.

Procedure

installation directory\tomcat\conf\server.xml

Step 2   Open the original configuration file using any text editor.

Step 3   Search the file to find the string "Normal HTTP."

The following example shows the portion of the file that contains the port number:

<!-- Normal HTTP -->

<Connector

className="org.apache.tomcat.service.PoolTcpConnector">

<Parameter name="handler" value="org.apache.tomcat.service.http.HttpConnectionHandler"/>

<Parameter name="port"

value="8080"/>

</Connector>

Step 4   Change the value 8080 to the port number you want to use.

The standard port number for HTTP is port 80. The default port number for SSL servers (HTTPS) is 443.

Step 5   Save the configuration file.

Step 6   Restart the CRA Engine by either:

The Engine status page opens.

Click Stop Engine. When the CRA Engine has stopped, click Start Engine.

Provision the Database Subsystem

The Cisco CRA system uses the Database subsystem to enable CRA applications to interact with database servers in order to make database information accessible to contacts.

Note   If you are not using CRA applications that require access to databases, you do not need to provision the Database subsystem.

The following Enterprise Databases are supported for the Database subsystem:

To provision the Database subsystem, you will need to perform the following tasks:

1. Define an OBDC (Open Database Connectivity) datasource. The ODBC datasource name provides information to Microsoft Windows about how to connect the application server to an enterprise database such as Microsoft SQL Server, Sybase, Oracle, or IBM DB2.

2. Add a new datasource. After you define the OBDC datasource, you need to add this datasource to the Database subsystem.

This section includes the following procedures:

Defining an OBDC Datasource

Before an application script can use information from a database, you must define an Open Database Connectivity (ODBC) datasource name. This name provides information to Microsoft Windows about how to connect the application server to an enterprise database such as Microsoft SQL Server, Sybase, Oracle, or IBM DB2.

To set up a datasource name, complete the following steps.

Procedure

The ODBC Data Source Administrator window opens.

Step 2   Click the System DSN tab.

The System DNS tab of the ODBC Data Source Administrator window opens.

Step 3   To add a Data Source Name (DSN), click Add.

The Create New Data Source window opens.

Step 4   Select the driver for which you want to set up a datasource, and click Finish. As an example, to create a DSN for Microsoft SQL Server, select SQL Server.

The Create a New Data Source to SQL Server window opens.

Step 5   In the Create a New Data Source to SQL Server window, perform the following tasks:

The name you enter must match the value entered in the Data Source Name field in the CRA Administration web interface.

Enter information that will help the application designer identify the purpose of this data source.

Step 6   Click Next.

The second Create a New Data Source to SQL Server window opens.

Step 7   Click the radio button of the appropriate authentication method: Windows NT or SQL Server.

Step 8   Click Client Configuration to configure the connection between the CRA server and the computer where the enterprise database resides.

The Client Configuration window opens.

Step 9   Choose TCP/IP network libraries.

Step 10   Enter a username in the Login ID field and a password in the Password field.

Make a note of the username and password you choose. You will use this username and password to complete the enterprise database configuration in the following procedure.

Step 11   Click Next to complete the DSN configuration and to test connectivity to the chosen data source.

You are now ready to add a new datasource.

Adding a New Datasource

After defining the OBDC datasource (see Defining an OBDC Datasource), you need to add this datasource to the Database subsystem.

To add a new datasource, complete the following steps.

Procedure

The first Enterprise Database Subsystem Configuration web page opens.

Step 2   Click the Add a New Datasource hyperlink.

The second Enterprise Database Subsystem Configuration web page opens. )

Step 3   In the Data Source Name field, enter the name of the ODBC datasource.

Step 4   In the Username field, enter a username for connecting to the enterprise database.

Step 5   In the Password and Confirm Password fields, enter a password for connecting to the enterprise database.

Step 6   In the Maximum Number of Connections field, enter the maximum number of simultaneous connections allowed to connect to the database.

Step 7   Click Add to apply changes.

The first Enterprise Database Subsystem Configuration web page opens, showing the data source you added. You are now ready to provision any additional subsystems your CRA applications require or to begin configuring CRA applications. (See Configuring Cisco Script Applications.)

Provision the eMail Subsystem

The CRA system uses the eMail subsystem to communicate with your e-mail server and enable your applications to create and send email. You must provision the eMail subsystem if you intend to create scripts that use messaging steps to create and send e-mail.

Note   If you are not using eMail applications, you do not need to provision the eMail subsystem.

The e-mail configuration process identifies the default e-mail address and server to be used for sending e-mail (including e-pages and faxes) and for receiving acknowledgments.

To provision the eMail subsystem, complete the following steps.

Procedure

The eMail Configuration web page opens.

Step 2   In the Mail Server field, enter the fully-qualified e-mail server name (for example, server.domain.com).

Step 3   In the eMail Address field, enter the existing fully qualified e-mail address for the administrative account (for example, administrator@domain.com).

This e-mail account must already exist on the mail server.

Step 4   Click Update.

The Cisco CRA system saves your changes and the CRA Administration web page opens.

Cisco does not currently support multiple e-mail configurations. To remove the e-mail information, you must erase the fields and click Update.

You are now ready to provision any additional subsystems your CRA applications require, or to begin configuring CRA applications. (See "Configuring Cisco Script Applications," and "Configuring Additional CRA Applications."