FeedbackTable of Contents
PrefaceAudience
Organization
Related Documentation
Conventions
Obtaining Documentation
Obtaining Technical Assistance
Preface
Getting Started with Cisco Customer Response Applications provides instructions for installing the components of the Cisco Customer Response Applications (CRA), including the Cisco IP Interactive Voice Response (Cisco IP IVR), Cisco IP Queue Manager (IP QM), and Cisco IP Integrated Contact Distribution (IP ICD) software packages.
- Describes how to perform product installation and initial configuration tasks
- Explains how the Cisco CRA system works
Audience
Getting Started with Cisco Customer Response Applications is written for IP telephony administrators and application designers. This guide assumes that users have the basic networking and telephony knowledge required to install and set up the server software.
Organization
The following chart describes how this guide is organized:
| 1Automatic Speech Recognition
2Text-To-Speech |
Related Documentation
Refer to the following documents for further information about Cisco CRA applications and products:
Conventions
This document uses the following conventions:
Notes use the following conventions:
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Note Means reader take note. Notes contain helpful suggestions or references to material not covered in this guide. |
Timesavers use the following conventions:
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TimeSaver Means the described action saves time. You can save time by performing the action described in the paragraph. |
Tips use the following conventions:
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Tip Means the following are useful tips. |
Cautions use the following conventions:
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Caution Means reader be careful. In this situation, you could do something that could result in equipment damage or loss of data. |
Warnings use the following conventions:
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Warning This warning symbol means danger. You are in a situation that could cause bodily injury. Before you work on any equipment, you must be aware of the hazards involved with electrical circuitry and familiar with standard practices for preventing accidents. |
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:
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, which is shipped with your product. 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:
http://www.cisco.com/public/ordsum.html
http://www.cisco.com/go/subscription
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
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:
If you want to obtain customized information and service, you can self-register on Cisco.com. To access Cisco.com, go to this URL:
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:
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.