Getting Started with Cisco Customer Response Applications 3.0(1)
Preparing to Install Cisco CRA 3.0

Table of Contents

Preparing to Install Cisco CRA 3.0

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

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.

Browser

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