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Table of Contents
Preparing to Install Cisco CRA 3.0Client System Requirements
Installation and Configuration Roadmap
Necessary Information Table
Usernames and Passwords Table
Preparing to Install Cisco CRA 3.0
This chapter provides information you need to prepare to install Cisco Customer Response Applications (CRA) 3.0. It includes references to sections of this and other guides that provide detailed installation information, and provides you with a convenient place to record the information that you need to install CRA 3.0.
This chapter contains the following topics:
- Server System Requirements
- Client System Requirements
- Installation and Configuration Roadmap
- Necessary Information Table
- Usernames and Passwords Table
Server System Requirements
You can install Cisco CRA software packages on the same server as you installed Cisco CallManager (creating a co-resident configuration), or you can set up a higher-capacity, dedicated server configuration.
Cisco CRA 3.0 Server Requirements
This section lists the server system requirements for all installation configurations of Cisco CRA 3.0. (See Table 2-1.)
Table 2-1: Server System Requirements for Cisco CRA 3.0
| Component | Requirement |
|---|---|
|
Server machine |
Cisco MCS1, SPE2 in Cisco ICS3 7750, or a Cisco-approved, customer-provided server. For a list of approved servers, see Server Platforms. |
|
Operating system |
Windows 2000 Server. You must use the Cisco-provided CD-ROMs to install the operating system. (See the "Installing Windows 2000 Server" section.) |
|
Cisco CallManager |
Cisco CallManager 3.2 You must install Cisco CallManager 3.2 before you install Cisco CRA, for both dedicated and co-resident server installations. Make sure the Cisco CallManager LDAP directory is active before you install Cisco CRA. |
|
RAM |
A minimum of 1 GB |
| 1Media Convergence Server 2System Processing Engine 3Integrated Communication System |
 |
Note The Cisco MCS-7825-800 system contains two network interface cards (NICs), only one of which is supported by Cisco CRA. When you connect this type of server to the network, use the lower of the two NIC connectors because the installation disables the upper connector. |
Server Platforms
You can install Cisco CRA 3.0 on the following platforms:
- Cisco MCS-7825-800
- Cisco MCS-7835
- Cisco ICS-7750
- Cisco MCS-7835-1000
- Cisco MCS-7825-1133
- Cisco MCS-7835-1266
- IBM 330
- IBM 342
All platforms require at least 1 GB of RAM.
Client System Requirements
You can access the CRA Administration web interface from the server on which Cisco CRA is installed or from a client system.
If you have purchased the following products, you can install them on client systems:
- Cisco IP ICD Agent Desktop
- Cisco CRA Editor
- Real-time Reporting
Table 2-2 lists the system requirements for client systems.
Table 2-2: Requirements for Client Systems
| Component | Requirements |
|---|---|
|
Client operating system |
Windows 98 second edition, Windows 2000 Professional, Windows XP Professional, and Windows NT. |
|
Microsoft Internet Explorer 5.x or 6.0 |
|
|
Cisco IP ICD Agent phone |
Cisco 7900 series IP phones or Cisco IP Softphone Refer to the Cisco IP ICD Agent Desktop online help for details on supported configurations. |
For information about installing applications on client systems, refer to the Cisco Customer Response Applications Administrator Guide.
Installation and Configuration Roadmap
To install and configure Cisco CRA and CRA applications, you perform 12 procedures in sequence.
|
Note Before installing any components or applications included with Cisco CRA, make sure the Cisco CallManager server is installed and configured. If you intend to use Cisco IP Interactive Voice Response with Cisco Intelligent Contact Management (ICM), you must also install and configure Cisco ICM before you install any Cisco CRA components or applications. |
The following roadmap shows the sequence of procedures and provides references to further information about these procedures.
1. Prepare to install Cisco CRA 3.0
Make sure your system meets the requirements described in this chapter.
2. Install the Windows operating system, using the installation CD-ROMs supplied by Cisco.
3. Install Cisco CallManager on your server for a co-resident installation.
4. Install Cisco CRA on your server.
5. Perform initial server configuration.
6. Configure the SNMP (Simple Network Management Protocol) Trap Sender (optional).
7. Configure the Cisco CallManager server for CRA to establish CTI (Computer Telephony Interface) managers, CTI ports, CTI route points, and users for Cisco CRA.
Refer to the Cisco Customer Response Applications Administrator Guide.
8. Configure the Cisco CRA application server.
Refer to the Cisco Customer Response Applications Administrator Guide.
9. Configure Cisco IP IVR or Cisco IP ICD.
Refer to the Cisco Customer Response Applications Administrator Guide.
10. Create a script with the Cisco CRA Editor, or choose one of the sample scripts provided.
Refer to the Cisco Customer Response Applications Administrator Guide, the Cisco Customer Response Applications Editor Step Reference Guide, and the Cisco Customer Response Applications Developer Guide.
11. Use the Cisco CRA Application Administration web pages to create and configure an application script.
Refer to the Cisco Customer Response Applications Administrator Guide.
12. Install a client application.
Refer to the Cisco Customer Response Applications Administrator Guide.
Necessary Information Table
During the process of installing Cisco CRA 3.0, you need to provide important configuration information about your network, your Cisco CallManager server, and other Cisco network resources such as CiscoWorks 2000.
Gather the necessary configuration information before you begin the installation process.
|
Note Make sure your Cisco CallManager server name is a unique network name of 15 characters or less. The name can contain alpha and numeric characters, hyphens (-), and underscores (_), but it must begin with an alphabetical character. Follow your local naming conventions, if applicable. |
To set up your Cisco CRA server, you need to gather the information listed in Table 2-3.
Table 2-3: Worksheet for Necessary Operating System Setup Information
| Parameter | Example | Your Value |
|---|---|---|
|
Username |
Technology |
|
|
Organization |
Cisco Systems |
|
|
Server name |
CRA-PC |
|
|
DNS1 domain name |
cisco.com |
|
|
Workgroup Name or Domain Username and Password |
Domain1 |
|
|
Primary DNS server IP address |
172.166.34.40 |
|
|
Secondary DNS server IP address |
172.166.34.41 |
|
|
Primary WINS2 server IP address |
198.166.34.40 |
|
|
Secondary WINS server IP address |
198.166.34.41 |
|
|
IP Address for your Cisco IP IVR server |
198.166.34.40 |
|
|
Subnet Mask for your Cisco IP IVR server |
255.255.255.0 |
|
|
Default gateway for your Cisco IP IVR server |
198.166.34.1 |
|
|
DNS name of the Cisco CallManager server |
<servername> |
|
|
Location of CiscoWorks 2000 server |
DNS name or IP address |
|
|
Location of backup server |
DNS name or IP address |
| 1Domain Name Service 2Windows Internet Naming Service |
Usernames and Passwords Table
Many usernames and passwords are associated with Cisco CallManager and Cisco CRA. Use Table 2-4 to record important usernames and passwords that you will set during the installation procedures provided in this manual and during the configuration procedures provided in online help and the Cisco Customer Response Applications Administrator Guide.
Table 2-4: Cisco CRA and Cisco CallManager Usernames and Passwords
| Type of User | Description | Username | Password |
|---|---|---|---|
|
Windows 2000 Administrator |
Administrator for Windows 2000 operating system. This password is overwritten by the Cisco CallManager and Cisco CRA Administrator passwords as you enter them. |
Administrator |
|
|
Cisco CallManager Administrator |
Administrator for Cisco CallManager. This password is overwritten by the Cisco CRA Administrator password in a co-resident installation. |
Administrator |
|
|
LDAP Directory Administrator |
Administrator for the LDAP directory in Cisco CallManager. |
||
|
Cisco CRA Administrator |
Administrator for Cisco CRA. This password overwrites the Windows 2000 Administrator password and the Cisco CallManager password in a co-resident installation. |
Administrator |
|
|
JTAPI1 User |
Cisco CallManager user that controls Cisco IP IVR CTI ports and route points. |
||
|
RMCM User |
Cisco CallManager user that controls Cisco IP ICD devices. |
||
|
DB User |
User for the ODBC (Open Database Connectivity) data source. |
||
|
E-mail User |
Administrative account on the mail server. |
N/A |
| 1Java Telephony Application Programming Interface |