Getting Started with Cisco Customer Response Applications 3.0(1)
Preface

Table of Contents

Preface
Audience
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.

This reference guide

  • Describes how to perform product installation and initial configuration tasks
  • Explains how the Cisco CRA system works

  • Note   Effective with this release, Cisco Customer Response Applications (CRA) has been renamed Cisco Customer Response Solutions (CRS). The Cisco website and packaging materials have been updated to reflect the new name, but the user interface, and therefore the documentation, has not.

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:

Chapter Title Description

Chapter 1

Introducing Cisco CRA 3.0

Overview of the Cisco Customer Response Applications software suite

Chapter 2

Preparing to Install Cisco CRA 3.0

System requirements, general preparation checklists, and installation roadmap

Chapter 3

Installing Cisco CRA 3.0

Instructions for installing Cisco CRA 3.0

Chapter 4

Configuring Cisco 3.0 Applications

Checklist for configuring system-level components

Chapter 5

Installing Nuance ASR and TTS

Instructions for installing the Nuance Speech Server (ASR1 and TTS2)

Appendix A

Alternative Directory Setup Configurations

Instructions for configuring alternative server setup

Appendix B

Alternate Server Configurations

Instructions for configuring alternative directory setup

Appendix C

Cisco CRA 2.x to 3.0 Profile Conversion

Instructions for converting CRA 2.x profile information to CRA 3.0

1Automatic Speech Recognition

2Text-To-Speech

Related Documentation

Refer to the following documents for further information about Cisco CRA applications and products:

  • Cisco CallManager Administration Guide
  • Cisco CallManager Extended Services Administrator Guide
  • Cisco CallManager System Guide
  • Cisco IP Telephony Network Design Guide
  • Cisco Customer Response Applications Developer Guide
  • Cisco Customer Response Applications Administrator Guide

Conventions

This document uses the following conventions:

Convention Description

boldface font

Commands and keywords appear in boldface font.

italic font

Arguments for which you supply values appear in italic font.

[   ]

Optional elements appear in square brackets.

{ x | y | z }

Alternative keywords are grouped in braces and separated by vertical bars.

[ x | y | z ]

Optional alternative keywords are grouped in brackets and separated by vertical bars.

string

Nonquoted sets of characters (strings) appear in regular font. Do not use quotation marks around a string or the string will include the quotation marks.

screen font

Terminal sessions and information the system displays appear in screen font.

boldface screen font

Information you must enter appears in boldface screen font.

^

The key labeled Control is represented in screen displays by the symbol ^. For example, the screen instruction to hold down the Control key while you press the D key appears as ^D.

<   >

Nonprinting characters, such as passwords, appear in angle brackets.

Notes use the following conventions:


Note   Means reader take note. Notes contain helpful suggestions or references to material not covered in this guide.

Timesavers use the following conventions:


TimeSaver Means the described action saves time. You can save time by performing the action described in the paragraph.

Tips use the following conventions:


Tip Means the following are useful tips.

Cautions use the following conventions:


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:


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:

http://www.cisco.com

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:

  • Registered Cisco.com users (Cisco direct customers) can order Cisco product documentation from the Networking Products MarketPlace:

http://www.cisco.com/public/ordsum.html

  • Registered Cisco.com users can order the Documentation CD-ROM through the online Subscription Store:

http://www.cisco.com/go/subscription

  • Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco Systems Corporate Headquarters (California, U.S.A.) at 408 526-7208 or, elsewhere in North America, by calling 800 553-NETS (6387).

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

We appreciate your comments.

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:

  • Streamline business processes and improve productivity
  • Resolve technical issues with online support
  • Download and test software packages
  • Order Cisco learning materials and merchandise
  • Register for online skill assessment, training, and certification programs

If you want to obtain customized information and service, you can self-register on Cisco.com. To access Cisco.com, go to this URL:

http://www.cisco.com

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:

http://www.cisco.com/tac

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.