The Tools Menu

Table of Contents

The Tools Menu
The Alarm Definition Menu Option
The Plug-ins Menu Option
The Real-time Reporting Menu Option
The Real-time Snapshot Config Menu Option
The Historical Reporting Menu Option
The Prompt Management Menu Option
The Spoken Name Upload Menu Option
The User Maintenance Menu Option
The Troubleshooting Tips Menu Option

The Tools Menu


The Tools menu of the Cisco Customer Response Applications (CRA) Administration web interface provides access to system tools.

Use the Tools menu to perform a wide variety of administrative tasks.

The Tools menu contains the following menu options:

  • Alarm Definition—Choose this option to use the alarm catalog to find information about an alarm message name.
  • Plug-ins—Choose this option to download plug-ins that you can use to enhance the CRA Engine.
  • Real-time Reporting—Choose this option to generate reports that provide detailed information about the status of your CRA system.
  • Real-time Snapshot Config—Choose this option to configure the CRA database connection to a wallboard display.
  • Historical Reporting—Choose this option to perform Historical Reporting tasks, including configuring the database server, synchronizing data, configuring users, installing client software, and purging your database.
  • Prompt Management—Choose this option to display, modify, or delete existing prompts and to add new prompts.
  • Spoken Name Upload—Choose this option to upload .wav files of the spoken names of users, so that CRA applications can uses the .wav files as part of prompts.
  • User Maintenance—Choose this option to assign access levels to administrators and supervisors.
  • Troubleshooting Tips—Choose this option to search the troubleshooting database for suggestions on how to solve problems that may arise in the performance of your CRA system.

This chapter includes the following sections:

The Alarm Definition Menu Option

The Cisco CRA Engine maintains a list of alarm catalogs, each of which contains a list of alarms and alarm definitions. Each alarm definition includes the alarm name, a description, an explanation, recommended actions, and related information.

Use the Alarm Definitions web page to find information about an alarm message name.

Choose Tools > Alarm Definition from the CRA Administration menu bar to search for alarm definitions. The Alarm Definitions web page opens. (See Figure 18-1 ).


Figure 18-1   Alarm Definitions Web Page


Table 18-1 describes the fields of the Alarm Definitions web page.

Table 18-1   Alarm Definitions Web Page Options

Field or Drop-Down Menu Heading Description

Catalog

Catalog of alarm message names.

Enter Alarm Name

Alarm message name for which you want to locate a stored alarm file.

Table 18-2 describes the button on the Alarm Definitions web page.

Table 18-2   Alarm Definitions Web Page Button

Button Description

Search

Click to locate the stored alarm file.

For more information on Alarms and Alarm definitions, please see the Cisco Customer Response Applications Serviceability Guide.

The Plug-ins Menu Option

The CRA system employs software components called plug-ins that you can use to enhance the CRA Engine.

Choose Tools > Plug-ins from the CRA Administration menu bar to display a list of these plug-ins. The Plug-ins web page opens. (See Figure 18-2 .)

Use the Plug-ins web page to download plug-ins.


Figure 18-2   Plug-ins Web Page


The Plug-ins web page contains one or more of the following hyperlinks (depending on the Cisco CRA package you have purchased):

  • Cisco CRA EditorClick this hyperlink to install the client-side Cisco CRA Editor. For more information, see the Cisco Customer Response Applications Developer Guide.
  • Cisco Desktop Product SuiteClick this hyperlink to install Cisco Desktop Administrator, Supervisor Desktop, or Agent Desktop. For more information, see Cisco Customer Response Applications Supervisor Desktop Plug-in Tasks and Cisco Customer Response Applications Agent Desktop Plug-in Tasks.
  • Cisco CRA Historical ReportsClick this hyperlink to install client-side historical reporting. For more information, see Cisco Customer Response Applications Historical Reports User Guide.

Note    If you will use Cisco Historical Reporting, the Cisco CRA Historical Reports client system must be same version as the CRA system.

  • Cisco CRA SDKClick this hyperlink to install Cisco CRA SDK.

The Real-time Reporting Menu Option

The Real-time Reporting tool is a Java applet that you can use to generate a variety of reports that provide detailed information about the status of your CRA system.

Choose Tools > Real Time Reporting from the CRA Administration menu bar to generate real-time reports. The Application Reporting web page opens. (See Figure 18-3 .)

Use the Application Reporting web page to access the Real-time Reporting tool.


Figure 18-3   Application Reporting Web Page



Note   Real-time Reporting requires the Java plug-in. If the Java plug-in is not already installed on the PC on which you are viewing the reports, the CRA system will automatically install it when you choose Tools > Real Time Reporting.

The Application Reporting web page is a stand-alone component of the CRA Administration interface. It has its own menu bar, which replaces the CRA Administration menu bar.

The Application Reporting menu bar contains the following menu options:

  • Report—Choose this option to display a list of available top-level reports.
  • Tools—Choose this option to reset all the statistics and to display a report that is optimized for printing.
  • Views—Choose this option to specify which view of reports you receive.
  • Settings—Choose this option to set the look and feel of the Real-time Reporting client, set the polling (refresh) interval times, and set the amount of times the server will attempt to reconnect.
  • Help—Choose this option to display system information and to access Cisco CRA online help.

This section contains the following topics:

The Report Menu

The Report menu gives you access to a variety of top-level reports:


Note   All real-time reports display a "Last Updated At" field, which indicates the time of the snapshot. All summary reports display both a start time (which indicates when the summary statistics started being collected) and the current time.

This section contains the following topics:

The Contacts Summary Menu Option

Choose Reports > Contacts Summary from the Application Reporting menu bar to access the Contacts Summary web page. (See Figure 18-4 .)

Use the Contacts Summary web page to view specific contact information for call contacts, e-mail contacts, HTTP contacts, and total number of contacts.


Figure 18-4   Contacts Summary Web Page


Table 18-3 describes the information provided on the Contacts Summary web page.

Table 18-3   Contact Summary Web Page Rows

Row Heading Description

Active

Active contacts that are currently running.

Inbound

Number of inbound contacts since the statistics were last reset.

Outbound

Number of outbound contacts since the statistics were last reset.

Connected

Number of connected contacts since the statistics were last reset.

This row reports contacts that are connected to resources (for example, a call connected to an ACD1 agent).

Terminated

Number of terminated contacts since the statistics were last reset.

This row reports contacts that are ended normally by the application (for example, a caller hangs up and the application terminates).

Rejected

Number of rejected contacts since the statistics were last reset.

This row reports contacts that are not accepted and/or processed (as a result, for example, of insufficient resources or the rejection of the contact based on some customer-defined logic).

Aborted

Number of aborted contacts since the statistics were last reset.

This row reports contacts improperly ended by a task associated with the application (as when, for example, the system generates an exception or can not invoke the application because of some error in the application).

Handled

Number of handled contacts since the statistics were last reset.

This row reports contacts that are explicitly marked "Handled" by the application (typically when the application connects the contact to an ICD2 agent).

Abandoned

Number of abandoned contacts since the statistics were last reset.

This row reports contacts that end without being marked "Handled" by the application.

1ACD = Automatic Contact Distribution

2ICD = Integrated Contact Distribution

The Application Tasks Summary Menu Option

Choose Reports > Application Tasks Summary from the Application Reporting menu bar to access the Application Tasks Summary web page. (See Figure 18-5 .)

Use the Application Tasks Summary web page to displays statistics that summarize the activity of specific applications.


Figure 18-5   Application Tasks Summary Web Page


Table 18-4 describes the information provided on the Application Tasks Summary web page.

Table 18-4   Applications Tasks Summary Web Page Columns

Column Heading Description

Application Name

Names of the applications that are running or have run.

Running

Currently running applications.

Completed

Applications that have stopped running.

Total

Number of times a given application was invoked since the statistics were last reset.

The Application Tasks Menu Option

Choose Reports > Application Tasks from the Application Reporting menu bar to access the Application Tasks web page. (See Figure 18-6 .)

Use the Application Tasks web page to view information about currently active applications.


Figure 18-6   Application Tasks Web Page


Table 18-5 describes the information provided on the Application Tasks web page.

Table 18-5   Application Tasks Web Page Columns

Column Heading Description

ID

Unique application task ID.

Application

Name of the application.

Start Time

Time when the application task started.

Duration

Length of time that the application has been active.


Note   If this report indicates that an application is running for a unusually long time, there may be a problem with the application. The application's script may not include error handling that prevents infinite retries if a call is longer present. If the application does not receive a disconnect signal after a call, the application repeatedly retries to locate the call, and causes the application to run for an unusually long time. To prevent this problem, include the proper error handling in the application script.

The Engine Tasks Menu Option

Choose Reports > Engine Tasks from the Application Reporting menu bar to access the Engine Tasks web page. (See Figure 18-7 .)

Use the Engine Tasks web page to view information about currently active Engine tasks.


Figure 18-7   Engine Tasks Web Page


Table 18-6 describes the information provided on the Engine Tasks web page.

Table 18-6   Engine Tasks Web Page Columns

Column Heading Description

ID

Unique identifier of the engine task.

If the engine task is the main task running the application and the parent ID is empty, its identifier will match the Application Task Identifier.

Parent ID

ID of the parent of the engine task (if any).

Script

Name of the script that is running the task (if the task is running a Cisco CRA script).

Start Time

Time that the task started.

Duration

Length of time the task has been active.

The Contacts Menu Option

Choose Reports > Contacts from the Application Reporting menu bar to access the Contacts web page. (See Figure 18-8 .)

Use the Contacts web page to view information for all the active contacts.


Figure 18-8   Contacts Web Page


Table 18-7 describes the information provided on the Contacts web page.

Table 18-7   Contacts Web Page Columns

Column Heading Description

Contact ID

Unique identifier used to represent this contact in this CRA server.

Contact Type

Type of contact: CallContact, EmailContact, or HttpContact.

Impl ID

Unique identifier provided by the particular type of contact. For example, for a call contact, this identifier would represent the Call Manager global call ID.

Start Time

Time stamp when the contact was created.

Duration

Length of time that the contact has been active.

Handled

If True, the contact has been handled; if False, the contact has not been handled.

Aborting

If True, the contact is being aborted with a default treatment; if False, the contact is not being aborted.

Application

Name of the application currently managing the contact.

Task

ID of the application task that is currently responsible for the contact.

Session

ID of the session currently managing the contact (if any).

You can access detailed information about specific contacts listed on the Contacts web page by performing one of the following procedures:

Accessing Detailed Call Contact Information

Right-click a specific call contact record in the Contacts web page to access the Call Contacts Detailed Info web page, which displays information for that specific record. (See Figure 18-9 .)

Use the Call Contacts Detailed Info web page to view all information related to the call contact.


Figure 18-9   Call Contacts Detailed Info Web Page


Table 18-8 describes the information provided on the Call Contacts Detailed Info web page.

Table 18-8   Call Contacts Detailed Info Web Page Rows

Heading Description

State

Current state of the contact.

Inbound

If True, this call was received by the CRA server; if False, this call was placed as an outbound call by an application.

Language

The selected language context of the call.

Application ID

ID of the associated application.

Called Number

Called number for this call leg from the perspective of the called party.

Dialed Number

Dialed number for this call leg from the perspective of the calling party.

Calling Number

Calling number of the originator of this call.

ANI

Automatic number identification.

DNS

Dialed number identification service.

CLID

Caller ID.

Arrival Type

Information on how the call contact arrived in the system.

Last Redirected Number

Number from which the last call diversion or transfer was invoked.

Original Called Number

Originally called number.

Original Dialed Number

Originally dialed number.

ANI Digits

Automatic Number Identification information indicator digit codes.

CED

Entered digits that were gathered by the network before the call was received.

Note Calls running ICM applications are also reported here.

Accessing Detailed E-mail Contact Information

Right-click a specific e-mail contact record in the Contacts web page to access the Email Detailed Info web page, which displays information for that specific record. (See Figure 18-10 .)

Use the Email Detailed Info web page to view all information related to the e-mail contact.


Figure 18-10   Email Detailed Info Web Page


Table 18-9 describes the information provided on the Email Detailed Info web page.

Table 18-9   Email Detailed Info Web Page Rows

Row Heading Description

State

Current state of the contact.

Inbound

If True, this e-mail message was received by the CRA server; if False, this e-mail was created by an application.

Note Inbound e-mails are not currently supported.

Language

Selected language context of the e-mail message.

Application ID

ID of the associated application.

From

Sender of this e-mail message.

To

All the recipients of this e-mail message.

Subject

"Subject" field of this e-mail message.

Attachments

List of all attachments (file names) associated with this e-mail message.

Accessing Detailed HTTP Contact Information

Right-click a specific HTTP contact record in the Contacts web page to access the HTTP Detailed Info web page, which displays information for that specific record. (See Figure 18-11 .)

Use the HTTP Detailed Info web page to view all information related to the HTTP contact.


Figure 18-11   HTTP Detailed Info Web Page


Table 18-10 describes the information provided on the HTTP Detailed Info web page.

Table 18-10   HTTP Detailed Info Web Page Rows

Row Heading Description

State

Current state of the contact.

Inbound

If True, this HTTP request was received by the CRA server; if False, this HTTP request was created by an application.

Note This information will always be reported as True, because the CRA server does not currently track outbound HTTP requests in this way.

Language

Language currently associated with the HTTP request.

Application ID

ID of the associated application.

Authentication Type

Name of the authentication scheme used to protect the servlet; for example, "BASIC" or "SSL."

Character Encoding

Length, in bytes, of the request body, which is made available by the input stream, or -1 if the length is not known.

Note This length is the same as the value of the CGI1 variable CONTENT_LENGTH.

Content Length

MIME type of the body of the request, or null if the type is not known.

Note This is the same as the value of the CGI variable CONTENT_TYPE.

Content Type

Type of the Http contact request.

Request Language

Preferred language for client content (the language that the client accepts for its content), based on the Accept-Language header.

Path Info

Any extra path information associated with the URL the client sent when the HTTP request was made.

Protocol

Name and version of the protocol the request uses in the form: protocol/majorVersion.minorVersion; for example, HTTP/1.1

Note This value is the same as the value of the CGI variable SERVER_PROTOCOL.

Remote Address

IP address of the client that sent the request

Note This value is the same as the value of the CGI variable REMOTE_ADDR.

Remote Host

Fully qualified name of the client that sent the request, or the IP address of the client, if the name cannot be determined

Note This value is the same as the value of the CGI variable REMOTE_HOST.

Remote User

Login of the user making this request, if the user has been authenticated.

Requested Session ID

HTTP session ID as specified by the client.

Request URL

Section of the URL of the HTTP request, from the protocol name up to the query string in the first line of the HTTP request.

1CGI = Common Gateway Interface

The Applications Menu Option

Choose Reports > Applications from the Application Reporting menu bar to access the Applications web page. (See Figure 18-12 .)

Use the Applications web page to view all the applications loaded on the server.


Figure 18-12   Applications Web Page


Table 18-11 describes the information provided on the Applications web page.

Table 18-11   Applications Web Page Columns

Column Name Description

Name

Unique name of the currently loaded application.

ID

Application ID.

Type

Type of application that is currently running (for example, a Cisco Script Application).

Description

Description of the application as entered on the CRA Administration web site.

Enabled

If True, the application is enabled; if False, the application is disabled.

Max. Sessions

Maximum number of simultaneous task instances that can run simultaneously on the CRA server.

Valid

If True, the application is valid; if False, the application is invalid.1

1An application is valid if it was successfully loaded and initialized from its configuration. At any time, an application can become invalid if it internally fails to be refreshed.

The Sessions Menu Option

Choose Reports > Sessions from the Application Reporting menu bar to access the Sessions web page. (See Figure 18-13 .)

Use the Sessions web page to view real-time information on all the active sessions.


Figure 18-13   Sessions Web Page


Table 18-12 describes the information provided on the Sessions web page.

Table 18-12   Sessions Web Page Columns

Column Name Description

ID

Session ID.

Note This identifier is guaranteed to remain unique for a period of 12 months. For more information, see the Cisco Customer Response Applications Historical Reports User Guide.

Mapping ID

User- or system-defined identifier that maps to this session.

Parent

Sessions that were created as a result of consult calls propagated in the system.

Creation Time

Creation time of the session.

State

Current state of the session.

Note When marked IDLE, the session is subject to being "garbage collected" by the system after a specified period of time. In addition, a session is IN_USE if it still has a contact associated or a child session.

Idle Time

Length of time that the session has been idle.

The Datasource Usage Menu Option

Choose Reports > Data source Usage from the Application Reporting menu bar to access the Datasource Usage web page. (See Figure 18-14 .)

Use the Datasource Usage web page to view real-time information on all configured datasource names (DSNs).


Figure 18-14   Datasource Usage Web Page


Table 18-13 describes the information provided on the Datasource Usage web page.

Table 18-13   Datasource Usage Web Page Columns

Column Name Description

Datasource Name

Name of the datasource, as configured through the CRA Administration web interface.

Available Connections

Number of connections available.

Busy Connections

Number of busy connections.

Note Busy + available = Maximum number of connections configured.

Checkouts Granted

Number of times the database connections have been used up since the statistics were last reset.

Checkouts Denied

Number of times the Database connections have been denied since the statistics were last reset.

The Overall IP ICD Stats Menu Option

Choose Reports > Overall IP ICD Stats from the Application Reporting menu bar to access the Overall IP ICD Stats web page. (See Figure 18-15 .)

Use the Overall IP ICD Stats web page to view real-time ICD resource and call information.


Note   ICD reports contain information for ICD calls, which are calls that have been queued in one or more CSQs. If a call is not queued (for example, the caller hangs up before being queued), the reports do not display data for that call.


Figure 18-15   Overall IP ICD Stats Web Page


Table 18-14 describes the information provided on the Overall IP ICD Stats web page.

Table 18-14   Overall IP ICD Stats Web Page Rows

Row Heading Description

CSQs

Number of CSQs currently configured. If a CSQ is added or removed, this statistic reflects that change.

Logged-in Resources

Number of resources currently logged in.

Talking Resources

Number of resources currently talking.

Ready Resources

Number of resources currently ready.

Not Ready Resources

Number of resources currently not ready.

Total Contacts

Number of total ICD contacts that have arrived since the statistics were last reset. This includes contacts that are waiting, contacts connected to a resource, and contacts that have disconnected.

If a resource transfers to or conferences with a route point, this value increases.

Contacts Waiting

Number of ICD contacts waiting to be connected to a resource.

This column also displays how long the oldest contact in the queue has been waiting.

Contacts Handled

Number of ICD contacts that have been handled by a resource.

Contacts Abandoned

Number of ICD contacts that have arrived and disconnected before being connected to a resource.

Avg Talk Duration

Average duration that resources spend talking on ICD contacts. Talk duration starts when a contact first connects to a resource and ends when the contact disconnects from the last resource to which it was connected.

Talk duration does not include hold time.

Avg Wait Duration

Average time contacts have waited to be connected to a resource. Wait begins when the contact is queued and ends when the contact stops waiting.

Wait duration does not include hold time.

Longest Talk Duration

Longest talk duration of an ICD contact. Talk duration does not include hold time.

Longest Wait Duration

Longest wait for an ICD contact to be connected to a resource. Wait duration does not include hold time.

The CSQ IP ICD Stats Menu Option

Choose Reports > CSQ IP ICD Stats from the Application Reporting menu bar to access the CSQ IP ICD Stats web page. (See Figure 18-16 .)


Note   ICD reports contain information for ICD calls, which are calls that have been queued in one or more CSQs. If a call is not queued (for example, the caller hangs up before being queued), the reports do not display data for that call.

Use the CSQ IP ICD Stats web page to view real-time ICD CSQ information.


Figure 18-16   CSQ IP ICD Stats Web Page


Table 18-15 describes the information provided on the CSQ IP ICD Stats web page.

Table 18-15   CSQ IP ICD Stats Web Page Columns

Column Name Description

Name

Name of the CSQ.

Talking/
Ready Resources/
Not Ready Resources/
Logged-In Resources

Number of resources who are in the talking, ready, and not ready states, and the number of resources logged in for this CSQ. Values for the four items are separated by colons. Values are displayed in the same order that the items appear in the column heading.

Total Contacts

Number of total ICD contacts since the statistics were last reset for this CSQ.

Contacts Waiting

Number of ICD contacts waiting to be connected to a resource in this CSQ.

This column also displays how long the oldest contact has been waiting.

Contacts Handled

Number of ICD contacts that have been handled by this CSQ.

Contacts Abandoned

Number of ICD contacts that have been abandoned by this CSQ.

Contacts Dequeued

Number of ICD contacts that have been dequeued from this CSQ.

Avg Talk Duration

Average time agents in this CSQ spend taking to ICD contacts .

Avg Wait Duration

Average time ICD contacts have waited to be connected to a resource in this CSQ. Wait begins when the contact is queued and ends when the contact stops waiting.

Wait duration does not include hold time.

Longest Talk Duration

Longest time agents in this CSQ spend talking to ICD contacts.

Longest Wait Duration

Longest wait for a contact to be connected to a resource.

The Resource IP ICD Stats Menu Option

Choose Reports > Resource IP ICD Stats from the Application Reporting menu bar to access the Resource IP ICD Stats web page. (See Figure 18-17 .)

Use the Resource IP ICD Stats web page to view real-time ICD resource information.


Figure 18-17   Resource IP ICD Stats Web Page


Table 18-16 describes the information provided on the CSQ IP ICD Stats web page.

Table 18-16   Resource IP ICD Stats Web Page Columns

Column Name Description

Name (ID)

Name (or ID) of the resource.

State

Current state of the resource.

Duration in State

Length of time the resource has remained in the current state.

Contacts Presented

Number of contacts that have been connected to this resource.

Contacts Handled

Number of contacts that have been handled by this resource.

Avg Talk Duration

Average time that this resource spends talking to ICD contacts.

Avg Hold Duration

Average time that the resource keeps ICD contacts on hold.

Longest Talk Duration

Longest time that this resource has spent talking to an ICD contact.

Longest Hold Duration

Longest time that this resource has placed an ICD call on hold.

The Tools Menu

The Tools menu gives you access to the following Application Reporting tools:

  • Reset All Stats—Choose this option to reset all statistics.
  • Open Printable Report—Choose this option to display a report that is optimized for printing.

This section contains the following topics:

The Reset All Stats Menu Option

Choose Tools > Reset All Statistics from the Application Reporting menu bar to reset all statistics. The CRA system resets all statistics.

Use the Reset All Stats option to reset all statistics accumulated since the last time the statistics were reset. It will not reset active statistics, such as active contacts, tasks, and so on.


Note   The CRA system automatically resets all statistics each day at midnight.

The Open Printable Report Menu Option

With a report open, choose Tools > Open Printable Report from the Application Reporting menu bar to create a printable version of that report. The CRA system opens a printable version of the report in a new browser window. (See Figure 18-18 .)

Use the print functionality of your web browser to print the current report.


Figure 18-18   Printable Version of the Resource IP ICD Stats Web Page


The Views Menu

The Views menu allows you to access more detailed information for four reports: The Application Tasks report, the Contacts report, the Applications report, and the Sessions report.


Note   For some reports, detailed information is also available by right-clicking a record in that report.

The Views menu contains different options, depending on the report you have chosen. Possible options are:

  • Contacts by Application Task ID—Choose this option to view contacts according to Application Task ID numbers.
  • Engine Tasks by Application Task ID—Choose this option to view Engine tasks according to Application Task ID numbers.
  • Detailed Info—Choose this option to view more detailed information on selected reports.
  • Application Tasks by Application Name—Choose this option to view application tasks by application name.
  • Contacts by Session ID—Choose this option to view contacts by session ID.

This section contains the following topics:

Application Tasks

When you use the Views options with the Application Tasks reports, the Views menu contains the following options:

Contacts by Application Task ID

This report displays the same report as the Contact report (see the "The Contacts Menu Option" section,) with the exception that the Contacts by Application Task ID report has been filtered using only the contact currently being managed by the selected application task.

Engine Tasks by Application Task ID

This report displays the same report as the Engine Task reports (see the "The Engine Tasks Menu Option" section,) except that the Engine Tasks by Application Task ID report has been filtered to display only the engine tasks that are associated with the application task.

Contacts

When you use the Views options with the Application Tasks reports, the Views menu contains only the Detailed Info option.

The Detailed Info option provides various detailed information, depending on the type of contact selected. For example, if the contact is a call, the Calling Party number, the Called Number, and so on, are displayed for that particular call.

For more information, please see the "Accessing Detailed Call Contact Information" section.

Applications

When you use the Views options with the Application reports, the Views menu contains only the Application Tasks by Application Name option.

The Application Task By Application Name report displays the same report as the Application Task report (see Application Tasks), except that the Application Task By Application Name report is filtered using only the active application tasks associated with this application.

Sessions

When you use the Views options with the Session reports, the Views menu contains the following options:

Contacts By Session ID

This report displays the same report as the Contact report (see the "The Contacts Menu Option" section,) with the exception that the Contacts By Session ID report is filtered using only the contacts associated with the selected session.

Detailed Info

Detailed info displays the time the session was created and its current state.

The Settings Menu

The Settings menu of the Application Reporting menu bar allows you to adjust various settings of the Real Time Reporting tool.

The Settings menu contains the following menu options:

  • Options—Choose this option to set the polling (refresh) interval times and to set the amount of times the server will attempt to reconnect.
  • Window—Choose this option to display reports in colors based on your Windows settings.
  • Motif—Choose this option to display reports in purple and menu items in brown.
  • Metal—Choose this option to display reports in grey and menu items in black.

This section contains the following topic:

The Options Menu Option

Choose Settings > Options to access the Options dialog box. Use the Options dialog box to set the polling (refresh) interval time, set the number of times the server will attempt to reconnect, and specify whether logged of agents appear in reports.Table 18-17 describes the fields in the Options dialog box.

Table 18-17   Options Dialog Box

Heading Description

Polling Interval

Time between two requests to the server for new statistics by the client.

Server Connect Retry Count

The number of times that the CRA Administration web interface should attempt to reconnect to the CRA server.

Note If an error occurs, an Error dialog box opens to alert you that the server is not communicating with the web interface.

Show Logged Off Resources

Specifies whether logged off agents appear in reports.

The Help Menu

The Help menu allows you to view system information and to access Cisco CRA online help.

The Help menu contains the following two options:

  • About—Choose this option to display system information about the Real-time Reporting tool.
  • For This Page—Choose this option to display online help files for that report.

This section contains the following topics:

About

Choose Help > About from the Application Reporting menu bar to display system information about the Real-time Reporting tool. The Application Reporting web page opens and displays the data host IP address and the data port number used by the Real-time Reporting tool. (See Figure 18-3 .)

For This Page

From a specific report, choose Help > For This Page from the Application Reporting menu bar to display online help files for that report.

A separate browser window opens, displaying the section of the online help files that refers to the specific report.

The Real-time Snapshot Config Menu Option

Many call centers use wallboards to display their real-time reporting status. Wallboards can display data such as available agents in CSQs, call volumes, talk times, wait times, and number of handled calls. You can enable the CRA system to write ICD real-time information to a database that can then be displayed on a wallboard.


Note   You must purchase the wallboard separately, and configure and control it with its own wallboard software. Wallboard software and hardware are supported by the third-party wallboard vendors, not by Cisco.

You must install the wallboard software on a separate machine or desktop, not on the CRA server. During installation of your wallboard software, you will need to configure your wallboard software to access the CRA database. To do this, you need to assign a DSN, User ID, and password.

Choose Tools > Real Time Snapshot Config from the CRA Administration menu bar to access the Real-time Snapshot Writing Configuration for Wallboard web page. (See Figure 18-19 .)

Use the Real-time Snapshot Writing Configuration for Wallboard web page to enable the system to write data to the wallboard system.


Figure 18-19   Real-time Snapshot Writing Configuration for Wallboard Web Page


Table 18-18 describes the fields in the Real-time Snapshot Writing Configuration for Wallboard web page.

Table 18-18   Real-time Snapshot Configuration Fields

Field Description

Data Writing Enabled

If checked, the system writes the data to the database. If not checked, the system does not write the data to the database.

The default is disabled.

Data Writing Interval

Sets the update interval.

ICD CSQs Summary

If checked, writes information about each CSQ to the RtCSQsSummary table in the CRA database. (See Table 18-19.)

ICD System Summary

If checked, writes overall ICD system summary to the RtICDStatistics table in the CRA database. (See Table 18-20 .)

Table 18-19 describes the information written to the RtCSQsSummary database table.

Table 18-19   RtCSQsSummary Table Fields

Field Description

totalCSQs

Number of CSQs configured.

loggedInAgents

Number of logged-in agents.

talkingAgents

Number of agents in talking state.

workingAgents

Number of agents in work state.

reservedAgents

Number of agents in the reserved state.

inSessionAgents

Number of agents in session.

availableAgents

Number of available (Idle) agents.

unavailableAgents

Number of unavailable agents.

totalCalls

Total number of calls.

callsWaiting

Number of calls waiting.

callsHandled

Number of calls handled.

callsAbandoned

Number of calls abandoned.

startDateTime

Data collection starting time.

endDateTime

Last time this table data was updated.

convAvgTalkDuration

Average talk Duration in HH:MM:SS format.

convAvgWaitDuration

Average wait Duration in HH:MM:SS format.

convLongestTalkDuration

Longest talk Duration in HH:MM:SS format.

convLongestWaitDuration

Longest wait Duration in HH:MM:SS format.

convOldestContact

Oldest call in the queue in HH:MM:SS format.

Table 18-20 describes the information written to the RtICDStatistics database table.

Table 18-20   RtICDStatistics Table Fields

Fields Description

totalCSQs

Number of CSQs configured.

loggedInAgents

Number of logged-in agents.

talkingAgents

Number of agents in talking state.

workingAgents

Number of agents in work state.

reservedAgents

Number of agents in the reserved state.

inSessionAgents

Number of agents in session.

availableAgents

Number of available (Idle) agents.

unavailableAgents

Number of unavailable agents.

totalCalls

Total number of calls.

callsWaiting

Number of calls waiting.

callsHandled

Number of calls handled.

callsAbandoned

Number of calls abandoned.

startDateTime

Data collection starting time.

endDateTime

Last time this table data was updated.

convAvgTalkDuration

Average talk Duration in HH:MM:SS format.

convAvgWaitDuration

Average wait Duration in HH:MM:SS format.

convLongestTalkDuration

Longest talk Duration in HH:MM:SS format.

convLongestWaitDuration

Longest wait Duration in HH:MM:SS format.

convOldestContact

Oldest call in the queue in HH:MM:SS format.

The wallboard software must be installed on a separate machine or desktop, not on the CRA server. During installation of your wallboard software, you will need to configure your wallboard software to access the CRA database.

To do this, you need to create a system DSN (Data Source Name) on your Windows 2000 Professional or Windows 2000 server by performing the following procedure.

Procedure

Step 1   Go to Start> Programs > Administrative Tools > Data Sources (ODBC).

The OBDC Data Source Administrator window opens.

Step 2   Click the System DSN tab and click Add.

The Create New Data Source window opens.

Step 3   In the Create New Data Source window, choose a SQL Server driver and click Finish.

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

Step 4   In the first Create a New Data Source to SQL Server window, perform the following tasks:

  • In the Name field, specify a name for this DSN (for example, Wallboard.)
  • In the Description field, enter a descriptive name.
  • In the Which SQL Server field, enter the CRA server IP address or system name.

Step 5   Click Finish.

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

Step 6   In the second Create a New Data Source to SQL Server window, perform the following tasks:

  • Check the SQL server authentication button.
  • Use wallboardUser as login ID and password.

Step 7   Click Next.

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

Step 8   In the third Create a New Data Source to SQL Server window, change the default database to db_cra and click Next.

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

Step 9   In the fourth Create a New Data Source to SQL Server window, click Finish.

The ODBC Microsoft SQL Server window opens.

Step 10   In the ODBC Microsoft SQL Server window, click Test Data Source.

If the phrase "Test completed successfully" is returned, then click OK.

If the test is unsuccessful, return to the configuration sequence and fix any errors.





The Historical Reporting Menu Option

The Cisco  CRA Historical Reporting subsystem provides you with a way to set up and manage the purging of the Historical Reporting databases.

Choose Tools > Historical Reporting from the CRA Administration menu bar to configure users and set up purging parameters for the Historical Reporting subsystem. The Historical Reporting Configuration web page opens.

Use the areas of the Historical Reporting Configuration web page to perform a variety of tasks, including configuring users, installing client software, and purging your database.


Note   For additional information on Historical Reporting, refer to the Cisco Customer Response Applications Historical Reports User Guide.

The Historical Reporting Configuration navigation bar contains the following hyperlinks:

  • Database Configuration—Click this hyperlink to specify the maximum number of client and scheduler connections to the database server. If you have installed the Historical Reports Database server, you also specify the IP address of the that server.
  • User Configuration—Click this hyperlink to choose the user for which you want to configure the Historical Reports.
  • Purge Schedule—Click this hyperlink to set the purge schedule.
  • Purge Notification—Click this hyperlink to specify the e-mail addresses to which you want purge notification to be sent.
  • Purge Now—Click this hyperlink to manually purge data.
  • Synchronize Data—Click this hyperlink to enable and set the automatic data synchronization schedule and to manually synchronize data. Synchronizing data is necessary only if the Historical Reports Database server is installed.
  • This section contains the following topics:
  • The Database Configuration Hyperlink
  • The User Configuration Hyperlink
  • The Purge Schedule Hyperlink
  • The Purge Notification Hyperlink
  • The Purge Now Hyperlink

The Database Configuration Hyperlink

Click the Database Configuration hyperlink on the navigation bar of the Historical Reporting Configuration web page to open the Database Configuration area from any other area of the Historical Reporting Configuration web page.

(The Database Configuration area automatically opens in the Historical Reporting Configuration web page when you first choose the Historical Reporting menu option from the Tools menu.)

Use the Database Configuration area to specify the maximum number of client and scheduler connections that can access the database server and, if the Historical Reports Database server is installed, to specify the IP address of that server.

This page also indicates the status of the Historical Reports Database server.

Table 18-21 shows the fields in the Database Configuration area of the Historical Reporting Configuration web page.

Table 18-21   Database Configuration Field

Field Description

Historical Report DB Server

The IP Address of the database server.

Maximum DB Connections for Report Clients Sessions

The maximum number of client and scheduler connections that can access the Historical Reports Database server.

The changes take effect the next time that the CRA server is restarted.

Table 18-22 describes the buttons in the User Configuration for User area.

Table 18-22   Database Configuration for User Buttons

Button

Description

Update

Allow you to update the configuration information.

Related Topics

The User Configuration Hyperlink

Click the User Configuration hyperlink on the navigation bar of the Historical Reporting Configuration web page to return to the User Configuration area from any other area of the Historical Reporting Configuration web page.

Use the User Configuration area to choose the user for which you want to configure the purge information for the CRA Historical Reports system.

Table 18-23 shows the field in the User Configuration area of the Historical Reporting Configuration web page.

Table 18-23   User Configuration Field

Field Description

Search

Enables you to search for a specific Cisco CallManager user. You can use the search feature to find a specific user if there are more than 75 users.

Select User

User for which you want to configure the Historical Reports. This list contains up to 75 Cisco CallManager user names.

When you choose a user and click the Next button, the User Configuration for User area opens.

Use the User Configuration for User area to select a reporting package for this user from the list of installed reporting packages.

Table 18-24 describes the fields in the User Configuration for User area.

Table 18-24   User Configuration for User Fields

Fields Description

Installed Reporting Package

All installed reporting packages available for this CRA system.

Selected Reporting Package

All reporting packages that are selected for this user.

Table 18-25 describes the buttons in the User Configuration for User area.

Table 18-25   User Configuration for User Buttons

Button

Description

Arrow

Allows you to move a highlighted package from one list to the other, depending on the direction of the arrow.

Update

Allow you to update the configuration information.

Related topic

The Purge Schedule Hyperlink

Click the Purge Schedule hyperlink on the navigation bar of the Historical Reporting Configuration web page to access the Purge Schedule area opens.

Use the Purge Schedule area of the Historical Reports Configuration web page to control the daily purge schedule and specify how long records should persist before the system purges them.

Table 18-26 describes the fields in the Purge Schedule area of the Historical Reporting Configuration web page.

Table 18-26   Purge Schedule Fields

Fields and Buttons Description

Daily Purge at

Time of day for the daily purge.

Purge Data Older than N Months

Number of months data can persist before being purged.

Table 18-27 describes the button in the Purge Schedule area of the Historical Reporting Configuration web page.

Table 18-27   Purge Schedule Button

Name Description

Update

Allows you to update the configuration information.

Related Topic

The Purge Notification Hyperlink

Click the Purge Notification hyperlink on the navigation bar of the Historical Reporting Configuration web page to configure purge notification information. The Purge Notification area opens.

Use the Purge Notification area of the Historical Reports Configuration web page to specify when and to whom purge notification should be sent.

Table 18-28 describes the fields in the Purge Notification area of the Historical Reporting Configuration web page.

Table 18-28   Purge Notification Fields

Fields Description

Send Email Notifications To

Email address(es) where notification is sent.

Send Email Notification When Database Exceeds N % of maximum DB size.

Percentage of the maximum database size at which notification is sent.

Initiate Automatic Purge When Database Exceeds N % of maximum DB size.

Percentage of the maximum database size at which an automatic purge is initiated.

Auto Purge Data for the Oldest N Days

Age of data to be purged.

Table 18-29 describes the button in the Purge Notification area of the Historical Reporting Configuration web page.

Table 18-29   Purge Notification Button

Name Description

Update

Allows you to update the configuration information.

Related Topic

The Purge Now Hyperlink

Click the Purge Now hyperlink on the navigation bar of the Historical Reporting Configuration web page to manually purge data. The Purge Now area opens.

Use the Purge Now area to manually purge data.


Note   The Purge Now area automatically displays the percentage of 2048 MB that is currently being used.

Table 18-30 describes the field in the Purge Now area of the Historical Reporting Configuration web page.

Table 18-30   Purge Now Field

Fields Description

Purge Data Older Than N Months

Age of the data to be purged.

Table 18-31 describes the button in the Purge Now area of the Historical Reporting Configuration web page.

Table 18-31   Purge Now Button

Name Description

Purge Now

Allows you to purge the specified data.

Related Topic

The Synchronize Data Hyperlink

Click the Synchronize Data hyperlink on the navigation bar of the Historical Reporting Configuration web page to open the Synchronize Data area from any other area of the Historical Reporting Configuration web page.

Use the Synchronize area if the Historical Reports Database server is installed to enable automatic historical and ICD configuration data synchronization, set the schedule or automatic data synchronization, and manually synchronize data.

This area also displays the status of automatic historical and configuration data synchronization.

Table 18-32 shows the fields in the Synchronize Data area of the Historical Reporting Configuration web page.

Table 18-32   Synchronize Data Field

Field Description

Enable Historical Data Synchronizer

Allows you to enable or disable automatic historical data synchronization.

Synchronize historical data from local to remote database at

Allows you to set the time at which to synchronize historical data.

Enable Configuration Data Synchronizer

Allows you to enable or disable automatic ICD configuration data synchronization.

Synchronize configuration data from local to remote database every

Allows you to set the number of minutes after which to synchronize configuration data.

 

Table 18-33 describes the buttons in the Synchronize Data area.

Table 18-33   Synchronize Data Buttons

Button

Description

Update

Allow you to update the configuration information.

Cancel

Allows you to cancel

Synchronize Now

Allows you to synchronize the data manually.

Related Topic

The Prompt Management Menu Option

Cisco CRA applications can use a wide variety of pre-recorded prompts to provide information to contacts and to elicit responses from contacts. The CRA system stores prompts in the repository. Prompts are managed by the Prompt Management tool of the CRA Administration web interface.

Choose Tools > Prompt Management from the CRA Administration menu bar to display, modify, or delete existing prompts and to add new prompts. The Prompt Management web page opens.

Use the Prompt Management web page to upload user prompts, delete prompts, or modify existing prompts stored on the CRA server or a network drive.

Table 18-34 describes the fields in the Prompt Management web page.

Table 18-34   Prompt Management Fields

Heading Description

Language Directory

Location of the displayed prompts.

Codec

The codec chosen during installation for this CRA server. The codec cannot be changed in the CRA Administration web interface; it can only be changed through the installation process.

Name

Name of the prompt.

Length

File length (in bytes).

Delete

Allows you to deletes the prompt from the user repository of prompts.

Upload

Allows you to uploads a new version of this prompt.

Table 18-35 describes the buttons in the Prompt Management web page.

Table 18-35   Prompt Management Buttons

Name Description

Create Folder

Displays a dialog box that lets you create a new folder.

Rename Folder

Displays a dialog box that lets you rename an existing folder.

Delete Folder

Displays a dialog box that lets you delete an existing folder and its contents.

The Prompt Management web page contains the following hyperlinks:

  • Add a New Prompt—Click this hyperlink to add a new prompt.
  • Delete—Click the Delete icon next to delete the existing folder.
  • Upload—Click the Upload icon to upload a new prompt.

This section contains the following topics:

The Add a New Prompt Hyperlink

Click the Add a New Prompt hyperlink to access the Prompt Upload dialog box opens.

Use the Prompt Upload dialog box to add new prompts to the repository.


Note   For information on recording new prompts, see Recording a Prompt, page 7-12.

Table 18-36 describes the fields in the Add a New Prompt dialog box.

Table 18-36   Prompt Upload Dialog Box Fields

Heading Description

Source File Name

Name of the .wav file that is the source file of the prompt.

Destination File Name

Name of the prompt you are adding.

Delete Icons

Click the Delete icon next to the name of any prompt displayed on the Manage Prompts web page to delete that prompt from the repository. A dialog box asks you to confirm the deletion. When you click OK, the CRA system deletes the selected script.

Use the Delete icon to delete prompts that are no longer used. When you delete a prompt, you permanently remove it from the repository and make it unavailable to the CRA system.

Upload Icons

Click the Upload icon next to the name of any prompt displayed on the Manage Prompts web page to upload a new prompt.

The Spoken Name Upload Menu Option

When a caller requests to be transferred to a specific extension, CRA applications can play back a recording of the spoken name of the person to whom the caller has called. These spoken name recordings are stored as .wav files and managed by the Spoken Name Upload tool of the CRA Administration web interface.

Choose Tools > Spoken Name Upload from the CRA Administration menu bar to upload these .wav files to a predetermined directory. The Spoken Name Prompt Upload web page opens.

Use the Spoken name Prompt Upload web page to upload spoken name .wav files.

The Spoken Name Prompt Upload web page also contains the Click Here for More Recording Information hyperlink, which displays a text file in your browser with more information on recording spoken name prompts.

Table 18-37 describes the fields in the Spoken Name Prompt Upload web page.

Table 18-37   Spoken Name Prompt Upload Web Page Fields

Field Heading Description

User Id

User ID of the user for which the spoken name is to be uploaded.

Codec

The codec chosen during installation for this CRA server. The codec cannot be changed in the CRA Administration web interface; it can only be changed through the installation process.

Spoken Name (.wav)

Location of the .wav file.

Related Topic

The User Maintenance Menu Option

The User Maintenance menu option allows you to assign access levels to CRA system administrators and supervisors. Choose Tools > User Maintenance from the CRA Administration menu bar to assign administrative privileges to administrators and supervisors. The User Maintenance web page opens.

When you configure a CRA supervisor, you are configuring users who can access the CRA Supervisor web pages. You are not creating a supervisor for IP ICD.


Note   Only Administrators can update the CRA system. You must select at least one Administrator, so that someone is available to perform updates.

Table 18-38 shows the fields of the User Maintenance web page.

Table 18-38   User Maintenance Options

List Box or Drop-Down Menu fields Description

Search

Enables you to search for a specific Cisco CallManager user.

CRA Administrator/ Supervisor List Box

Stores the administrators and supervisors.

Note The Supervisor option is included with ICD packages only.

CMUsers List Box

Lists all of the Cisco CallManager users who can be added as CRA supervisors or administrators. This list box contains a maximum of 75 user names. You can use the search feature to find a specific user if there are more than 75 users.

Group Drop-Down Menu

Adds a user as an administrator or as a supervisor.

The Troubleshooting Tips Menu Option

The CRA system provides the Troubleshooting Tips tool as a way for you to search the troubleshooting database for suggestions on how to solve problems that may arise in the performance of your CRA system.


Note   For more information, refer to the Cisco Customer Response Applications Troubleshooting Guide.

Choose Tools > Troubleshooting Tips from the CRA Administration menu bar to search the CRA troubleshooting database for possible solutions to problems. The Troubleshooting Tips web page opens. (See Figure 18-20 .)


Figure 18-20   Troubleshooting Tips Web Page


The Troubleshooting Tips web page also contains the Cisco IP Telephony Technical Tips Website hyperlink, which links to the Cisco IP Telephony Technical Tips website.

Table 18-39 shows the fields in the Troubleshooting Tips web page.

Table 18-39   Troubleshooting Tips List Box and Drop-Down Arrow

List Box or Drop-Down Menu Fields Description

Components

Restricts the search to a specific CRA component.

Note Selecting ALL will result in all components being searched for the problem keywords.

Enter Problem Keyword(s)

Searches the troubleshooting database for specific keywords.