Getting Started with Cisco Customer Response Applications 3.0(1)
Installing Cisco CRA 3.0

Table of Contents

Installing Cisco CRA 3.0
Starting the LDAP Directory
Installing Windows 2000 Server
Using the Product Activation Key to Register
Installing Cisco CRA 3.0
Accessing the CRA Administration Web Interface
Configuring Directory Information
Assigning Administrator Access Levels
Configuring the SNMP Trap Sender
Backing Up and Restoring Your Cisco CRA Files
Installing Plug-Ins from the Application Server

Installing Cisco CRA 3.0


This chapter describes how to install the Cisco Customer Response Applications (CRA) 3.0 software.

You can install Cisco CRA 3.0 software on the following servers:

  • Cisco Media Convergence Server (Cisco MCS)
  • Cisco Integrated Communications System (ICS) 7750
  • Cisco System Processing Engine (SPE) 310
  • A Cisco-approved, customer-provided server

You can install Cisco CRA 3.0 in one of two basic server configurations:

  • Dedicated server—Install Cisco CRA alone on a server.
  • Co-Resident configuration—Install Cisco CallManager and Cisco CRA on the same server.

With either configuration, you may install all of the Cisco CRA components on one server.


Note   If you are upgrading from a previous version of Cisco CRA and you customized your system prompts, the Cisco CRA 3.0 installation process will overwrite your customized prompts with Cisco CRA 3.0 default prompts. If you want to save your customized prompts, you must back them up before you upgrade to Cisco CRA 3.0. See the "Backing Up and Restoring Your Cisco CRA Files" section.

This chapter includes the following topics:

Starting the LDAP Directory

Before you install Cisco CRA, you must also make sure that the Lightweight Directory Access Protocol (LDAP) directory is running.

To confirm that LDAP is running, perform the following procedure.

Procedure


Step 1   From your Windows desktop, choose Start > Programs > Administrative Tools > Services.

The Services window appears.

Step 2   Locate the DC Directory Server service.

The Status column displays Started if the LDAP directory is running and Stopped or Paused if the directory is not running.

When you have confirmed that the LDAP directory is running, you are ready to install the Windows 2000 Server.





Installing Windows 2000 Server

Before you install Cisco CRA 3.0, you must install the Windows 2000 Server operating system on the server that will become your CRA server. If you are performing a co-resident installation, you must install Cisco CallManager Release 3.2 on the shared server before you install Cisco CRA 3.0.


Note   For ICS 7750 configurations, go to the "Using the Product Activation Key to Register" section.

To install the Windows 2000 Server operating system, perform the following procedure:

Procedure

Step 1   Insert the Cisco Hardware Detection CD-ROM (operating system CD Disk 1).


Note    If you have a Cisco MCS 7835-1000 server, a screen is presented offering you the option to proceed or reconfigure the disk array. Do not attempt to reconfigure the disk array. Allow the installation to continue without pressing any keys.

Step 2   If the server is off, turn it on. If the server is on, reboot it.

After the server starts or restarts, the Cisco AVVID (Architecture for Voice, Video and Integrated Data) Welcome window appears, followed by the Welcome to the Cisco IP Telephony Applications Server Quickbuilder window.

Step 3   Click Next.

One of two windows appears:

  • If you are performing the installation on a server that already has an operating system, the Type of Installation window appears. Continue to Step 4.
  • If you are performing the installation on a server without an existing operating system, the Configuration Process window appears. Go to Step 6.

Step 4   In the Type of Installation window, choose New Installation or Server Replacement, and then click Next.

The WARNING! window appears.

Step 5   Read the information displayed about the installation or reinstallation procedure and click Next.

The Configuration Process window appears.

Step 6   In the Configuration Process window, click Next.

The system extracts data from the installation CD-ROM, and displays a message advising you to power off the server.

Step 7   Power off the server when prompted to do so.

Step 8   Wait five to ten seconds, and then power on the server.

After the system restarts, the Cisco AVVID window appears, followed by the Product Key window, the Hardware Configuration window, and the New Installation or Server Replacement window.

Step 9   Click Next.

The Configuration Process window appears.

Step 10   Click Next.

The server restarts.

After the system restarts, the Configuration Process window appears.

Step 11   Click Next.

A prompt appears, asking you to power off the server.

Step 12   Power off the server when prompted to do so.

Step 13   Wait five to ten seconds, and then power on the server.

The Product Key window appears.

Step 14   In the Product Key text field, enter the following product key:

FVHD IAZA ROFJ DERJ.

Step 15   Click Next.

The End User License Agreement window appears.

Step 16   Read the licensing information, and then click I Agree to abide by the agreement.

The Server Replacement Option window appears.

Step 17   Make sure that the I Am Recovering a System From Backup check box is not checked, and then click Next.

The Ready to Complete Installation window appears.

Step 18   Click Next.

The Welcome to the Cisco IP Telephony Applications Server Configuration Wizard window appears.

Step 19   Click Next.

The Cisco Registration window appears.

Step 20   Enter the username, organization, computer name, and Domain Name Service (DNS) domain suffix information for this system and click Next.

The Join Domain window appears.

Step 21   Take one of the following actions:

  • Click the Workgroup Name radio button.
  • Click the Domain User Name radio button, enter the password, and then reenter the password in the Confirm Password field.

Step 22   Click Next.

The Date and Time window appears.

Step 23   Choose the appropriate time zone, date, and time, and then click Next.

The IP Address Configuration window appears.

Step 24   Choose one of the following methods for finding the IP address for your server:


Note    Cisco recommends static IP addresses for your Cisco CRA server.

  • To obtain an IP address automatically (if your network supports this option), click the Obtain an IP address automatically radio button.
  • To use a static IP address for your server (if your network supports this option), click the Use the following IP address radio button, and then enter the IP address, Subnet Mask, and Default Gateway for the server.
  • To obtain DNS and WINS (Windows Internet Naming Service) server address automatically (if your network supports this option), click the Obtain DNS and WINS server address automatically radio button.
  • To use static DNS and WINS server addresses (if you have static IP addresses for your DNS and WINS servers), click the Use the following DNS and Wins server addresses radio button, and then enter the IP addresses for the primary DNS server, secondary DNS server, primary WINS server, and secondary WINS server.

Step 25   Click Next.

The Simple Network Management Protocol (SNMP) window appears.

Step 26   Enter the community string for the server.

The default community string value is public. For more information about SNMP traps and community strings, see the "Configuring the SNMP Trap Sender" section.

Step 27   Click Next.

The Set Telnet and Terminal Services window appears.

Step 28   Make sure the Keep Telnet and Terminal Services Enabled check box is checked, and then click Next.

A dialog box displaying information about the installation appears, and the server runs a configuration process.


Note    To avoid configuration errors, do not reboot the machine while the configuration process is running.

Step 29   After the configuration process completes, insert the requested CD.

After you insert the appropriate CD-ROM, the system may take ten to thirty seconds to continue the installation while it copies files from the CD to the server.

Step 30   When prompted, remove the CD-ROM, and then press any key to reboot the server.

The server restarts twice, and the Windows 2000 Server Setup windows appear.

After the server restarts, it automatically completes the Windows 2000 Server Setup and restarts again.


Note    To avoid installation errors, do not interfere with the Windows 2000 Server Setup process. This process completes automatically.

When the setup process completes, the Cisco Product Activation window appears.

Step 31   Click OK to complete the operating system installation.

A message appears prompting you to enter a new Windows 2000 Administrator password. Leave the password blank or specify a value that is at least six characters long. Do not use spaces in the password.

Step 32   Click OK.

If you entered a password, a message appears indicating that the Administrator password was successfully changed.

Step 33   Click OK.

The system asks you if you wish to reboot the system at this point.

Step 34   Click Yes to reboot the system.

Step 35   Take one of the following actions:

  • If you are performing a co-resident installation, install the Cisco CallManager on your server after you install and configure Windows 2000.
  • If you are performing a dedicated installation, install Cisco CallManager Release 3.2 or later.

You are now ready to use the Product Activation Key to register your purchase.





Using the Product Activation Key to Register

After you install the operating system but before you install Cisco CRA 3.0, you need to register your purchase.

Your copy of Cisco CRA 3.0 includes a unique Product Activation Key (PAK) that you use to validate your product purchase. You can find the PAK on the product box, or on the Installation CD case.


Note   If you have already installed Cisco CRA and are purchasing additional product licenses, you will receive a license certificate that provides a PAK for the additional licenses.

After you register your purchase, you will receive a confirmation e-mail containing the appropriate license file(s). The Cisco CRA installer uses the license files to validate your product purchase and to determine which components to install on your server.

To register your PAK on the Cisco Connection Online Customer Registration web page, perform the following procedure:

Procedure


Step 1   Locate your Product Activation Key (PAK).

You can find the PAK on the product box, or on the Cisco CRS Installation CD-ROM case.

If you have already installed CRA 3.0 and you are adding components, your PAK is on the license certificate you received with your order.

Step 2   Use the following URL to access the Cisco Connection Online Customer Registration web page:

http://www.cisco.com/pcgi-bin/Software/FormManager/formgenerator.pl

The Cisco Connection Online Customer web page appears:

Step 3   Enter your customer information and PAK.

The registration page validates your order and e-mails the appropriate license file(s) to you.

Step 4   After you receive the license files by e-mail, create a folder on the C:\ drive of your CRA server to store your license files (for example, CRA Licenses), and copy the license files into the folder.

Step 5   You can use a floppy disk or network connection to transfer the license files.

You are now ready to install Cisco CRA 3.0.





Installing Cisco CRA 3.0

To install Cisco CRA 3.0, perform the following procedure:

Procedure

Step 1   Insert the Cisco CRS Installation CD-ROM.

The Welcome to the Cisco Customer Response Applications Installation window appears.

Step 2   Click Next.

The Cisco Customer Response Application Product License Location window appears.

Step 3   In the Product License Path field, enter the path to the folder that contains the license files, or click Browse to locate the folder.

Step 4   Click Next.

Step 5   In the license key fields, enter the license keys for the products you want to install, and then click Next.

The Cisco Installation Wizard window appears, displaying your selections.

Step 6   Click Yes to confirm your selections.

The Language Selection pane appears in the Cisco CRA Installation Wizard window, as shown in Figure 3-1.


Figure 3-1   Cisco CRA Installation Wizard Window—Language Selection Pane


Step 7   In the Language Group area, select the language groups to install.

A list of languages available for your region and other regions is displayed for the language group you selected, as shown in Figure 3-1.

Step 8   In the Language area, select the corresponding country for the language group selected in Step 7.

Step 9   In the row of the country you choose, check one of the following check boxes:

  • Country Specific—Applies to all countries within a geographical region.
  • Group Default—The selected language is customized to create a regional or country variation (dialect) based on ISO-3166 standards. Only one in each language group can be selected as the group default.

Step 10   Click Next.

The Cisco CallManager Database Location pane appears, as shown in Figure 3-2 .


Figure 3-2   Cisco CallManager Database Location Pane


Step 11   To enter your Cisco CallManager database information, take one of the following actions:

  • For a co-resident installation, click the This Server radio button, and then click Next.

The ICD Directory Server Configuration pane appears in the Cisco CRA Installation Wizard window. Enter the Directory Administrator password and continue to Step 13.

  • For a dedicated server installation, click the A Different Server radio button and enter the host name of the Cisco CallManager to which you want the application server to connect.

Follow the instructions for specifying a dedicated server installation in "Alternative Directory Setup Configurations."

Step 12   To enter the LDAP server information for ICD, take one of the following actions:

  • For a co-resident installation, make sure that the Use This Server's LDAP check box is checked, and continue to Step 14.
  • For a dedicated server installation, uncheck the Use This Server's LDAP check box.

Use the LDAP host for your network, and then follow the instructions for specifying alternative LDAP configurations in the "Alternative LDAP Configurations" section of "Alternate Server Configurations."

Step 13   Click Next.

Depending on whether you are installing Cisco IP ICD, one of two windows will appear:

  • If you are not installing Cisco IP ICD, the CTI Manager Locations window pane of the Cisco CRA Installation Wizard window appears. Continue to Step 22.
  • If you are installing Cisco IP ICD, the ICD Configuration pane of the Cisco CRA Installation Wizard window appears, as shown in Figure 3-3.

Note    Based on your installation choices, the fields in your ICD Configuration pane may differ from those in this example pane.


Figure 3-3   Cisco CRA Installation Wizard Window—ICD Configuration Pane


Step 14   From the Language drop-down menu, choose a default language (for example, English).

Choose the same language you chose earlier in this procedure in Step 7.

Step 15   In the VoIP Monitor DB Login Info area, take one of the following actions:

  • Accept the default information already populating the Database User ID and Password fields.
  • Enter a new Database User ID and Password.

The VoIP Monitor DB Login pane info displays the Cisco CallManager database. The VoIP Monitor logs into the Cisco CallManager database to extract the Media Access Control (MAC) address of phones, in order to detect voice packet traffic.

Step 16   In the VoIP Packet Sniffer area, enter the IP address of the network adapter that will be used for packet sniffing.

This IP address is the address for the network card to which the VoIP Monitor connects. This network card will be connected to the Switched Port Analyzer (SPAN) port on the Catalyst switch in order to monitor IP phone traffic.

Step 17   In the Dial Plan Settings area, enter an area code, local access line code, and long distance line access code; check the Ensure a 1 is Dialed on Long Distance Calls check box if you intend to allow long-distance calls.

Step 18   Click Next.

The CTI Manager Locations window pane of the Cisco CRA Installation Wizard window appears, as shown in Figure 3-4.


Figure 3-4   Cisco CRA Installation Wizard Window—CTI Manager Locations Pane


Step 19   In the CTI Manager Locations pane, specify the locations of the CTI managers in your environment.


Note    In most cases, the CTI Manager A area will be populated with Hostname and Administrative User ID information.

Step 20   In the CTI Manager A area, either accept the default information or enter a hostname, Administrative user ID, and password.

Use this option to maintain a CTI manager and JTAPI connection between Cisco CRA and Cisco CallManager.

Step 21   In the CTI Manager B pane, enter a hostname, Administrative user ID, and password if needed.

Use this option for failover purposes, so that Cisco CRA can maintain a JTAPI connection.

Step 22   Click Next.

The Ready to Install Cisco Customer Response Applications window appears, and the installation begins.

When the installation is complete, the Administrator Account Password dialog box appears, as shown in Figure 3-5.


Figure 3-5   Administrator Account Password Dialog Box



Note    For a dedicated installation, the Cisco Telephony Applications Utility Setup window appears. Use this window to set up a backup target for this server. A Service Processing Element (SPE) in an ICS 7750 can only be a backup target, not a backup server.

Step 23   In the Administrator Account Password field, enter a new administrator password, confirm it, and then click OK.


Note    Leaving the password fields blank, as the dialog box suggests, poses a serious security risk. It is recommended that you create an Administrator password.

The system will prompt you to enter a new SQL server password.

Step 24   Enter and confirm the SQL server password, and then click OK.


Note    For a co-resident configuration, enter the same Administrator and SQL passwords used for your OS and Cisco CallManager configuration.

Step 25   Click Yes to reboot the system.

After the server has rebooted, the Customer Response Applications Administration login window appears.

You are now ready to log in to the Cisco CRA 3.0 Administration web interface.





Accessing the CRA Administration Web Interface

After you install Cisco CRA 3.0, log in to the CRA Administration web interface.

You use the CRA Administration web interface to administer the Cisco CRA 3.0 Engine and your Cisco CRA applications from a web browser on any computer on the network.

You can use the CRA Administration web interface to perform many administrative tasks. You can, for example,

  • Start and stop the CRA Engine
  • Configure system parameters
  • Monitor application activity
  • Add and modify CRA applications
  • Manage scripts
  • Download plug-ins
  • Access real-time reporting and historical reporting

  • Note   Complete the following procedure before you bookmark the Authentication Login web page.

To connect to the Cisco CRA Administration web interface for the first time, perform the following procedure.

Procedure

Step 1   Take one of the following actions:

  • From the computer that is running the CRA server, choose Start > Programs > Cisco CRA Administrator > Application Administrator.
  • From a remote computer, use your web browser to enter the following URL:

http://servername/AppAdmin

In this sample URL, servername is the DNS name or the IP address of your Cisco CRA server.

The Application Administrator login page appears.

Step 2   Enter Administrator as your login name, and enter ciscocisco as your password and click Logon.


Note    Use the specified login name and password during the first-time setup process only.

The Cisco CRA Administrator Setup window appears. Use this window to perform one-time setup tasks.

You are now ready to perform the first set-up task, which is to establish the Directory server settings on a Cisco CRA server.





Configuring Directory Information

The Cisco IP Telephony Directory server stores configuration information and Cisco CRA scripts in the DC Directory.


Note   For alternate directory configuration information, see "Alternate Server Configurations."

The Cisco CRA server can also receive directory information from a Cisco IP Telephony Directory and application configuration and script logic from a Repository on another server. In this scenario, the Directory and Repository have different configurations.


Note   For ICS 7750 configurations, use the IP address of the Cisco IP Telephony Directory server.

For efficient management of resources, the Cisco IP Telephony Directory server stores each type of configuration as a profile.


Note   If you are converting to CRA 3.0 from 2.x, and you want to maintain your existing profiles, you need to run the LDAP conversion utility described in "Cisco CRA 2.x to 3.0 Profile Conversion," before you configure the directory information.

In the event of a system failure on a CRA server or the re-allocation of Cisco CRA servers, you can upload a directory profile from the Cisco IP Telephony Directory to a replacement Cisco CRA server.

Directory profiles can only be used by one Cisco CRA server at a time. However, Repository profiles can be shared across multiple Cisco CRA servers.

To establish the directory server settings on a new Cisco CRA server, perform the following procedure.

Procedure

Step 1   If necessary, connect to the Cisco CRA Administration interface and log in.

For more information, see Accessing the CRA Administration Web Interface.

The Cisco CRA Administration Setup web page appears.

Step 2   Click Setup.

The first Directory Setup pane appears, as shown in Figure 3-6.


Figure 3-6   CRA Administration Web Page—First Directory Setup Pane


Step 3   Enter directory configuration information as described in Table 3-1 .

Table 3-1   Directory Configuration Information

Field Description Default for DC Directory

Directory Host Name

Host name or IP address of the Cisco IP Telephony Directory server where the profile resides or will reside with the CRA Engine profile

 

Directory Port Number

Port number of the Cisco IP Telephony Directory

8404

Directory User (DN)

User name (called the distinguished name) configured on the directory server for the user with permission to modify the Cisco IP Telephony tree and object entries

cn=Directory Manager, o=cisco.com

Directory Password

Password for the directory user

ciscocisco

User Base

Branch of the Cisco IP Telephony Directory tree contains user information

ou=Users, o=cisco.com

Base Context

Branch of the Cisco IP Telephony Directory tree that contains the Cisco configuration information

o=cisco.com

Server Type

Type of LDAP directory: MS Active Directory, Netscape Directory Server 4.0, or DC Directory

DC Directory

Step 4   Click Next.

The second Directory Setup pane appears, as shown in Figure 3-7.


Figure 3-7   CRA Administration Web Page—Second Directory Setup Pane


Step 5   If you are converting to CRA 3.0 from CRA, 2.x, and you want to use existing profile names, choose the profile names from the Profile Name drop-down menu, and then click Edit.


Note    Before you can use existing profiles from CRA 2.x, you must run the LDAP conversion utility as described in "Cisco CRA 2.x to 3.0 Profile Conversion."

Step 6   To enter a new profile name, click Edit.

The Explorer User Prompt dialog box appears.

Step 7   Enter a new profile name, and then click OK.

The Explorer User Prompt dialog box closes, and the new profile appears in the Profile Name text field of the second Directory Setup pane.

Step 8   Repeat Steps 6 and 7 until you have entered all the necessary profile names.

Step 9   Click Next.

The third Directory Setup pane appears, as shown in Figure 3-8.


Figure 3-8   CRA Administration Web Page—Third Directory Setup Pane


Step 10   Depending on your setup needs, take one of the following actions:

  • To create the Repository profile on the same server, click the Use the default Repository profile radio button.
  • To maintain separate configuration and Repository profiles, click the Use a different Repository profile radio button.

The Directory Information window appears, prompting you to enter directory information for the Repository profile.

  • Enter the information for the new Repository profile.

The fourth and fifth Directory Setup panes appear.

  • Complete the configuration information appropriate for your Repository directory.

Step 11   Click Next.

The User Maintenance pane appears.

You are now ready to assign administrator access levels.





Assigning Administrator Access Levels

To assign administrator privileges to users, perform the following procedure.

Procedure

Step 1   In the User Maintenance pane, shown in Figure 3-9, choose Administrator from the Group drop-down menu.


Figure 3-9   CRA Administration Web Page—User Maintenance Pane


Step 2   In the CMUsers list box, select an available CallManager user, and then click < to move that user to the CRA Administrator/Supervisor list box.

The username is now followed by a label identifying the user as an administrator, as shown in Figure 3-10.


Figure 3-10   Administrator/Supervisor List Box Area



Note    You must specify at least one Administrator in order to be able to update the CRA system.

Step 3   Click Finish to complete the user maintenance process and initialize configuration and Repository profiles.

The Setup pane appears, displaying your configuration choices.

Step 4   From the Application Administrator login page, login to the system again, using the administrator username and password you created in Cisco CallManager and configured as an Administrator in Cisco CRA.


Note    The login name Administrator and the password ciscocisco are no longer valid.

The Cisco Customer Response Applications Administration window appears.

You are now ready to begin the process of provisioning your system. To provision your system, please refer to the Cisco Customer Response Applications Administration Guide.





Configuring the SNMP Trap Sender

You can configure security settings for the SNMP traps to make sure that only authorized systems can access this information. Community strings serve as passwords for SNMP information; a system can exchange SNMP information only with systems in the same community. You can also specify whether systems can only read information or can read and write SNMP information as well as set valid sources for SNMP requests.

For more information about the Alarm Service or SNMP Traps in Cisco CRA, refer to the Cisco Customer Response Applications Troubleshooting Guide.

To use SNMP traps, configure the Cisco CRA server with the SNMP trap destination by performing the following procedure:

Procedure

Step 1   From the Windows desktop, choose Start > Settings > Control Panel.

The Control Panel window appears.

Step 2   Double-click Administrative Tools.

The Administrative Tools window appears.

Step 3   Double-click Services.

The Services window appears.

Step 4   Right-click the SNMP Services option, and then choose Properties.

The SNMP Service Properties dialog box appears, as shown in Figure 3-11.


Figure 3-11   SNMP Service Properties Dialog Box


Step 5   Click the Traps tab.

The Traps tab appears, as shown in Figure 3-12.


Figure 3-12   SNMP Service Properties Dialog Box—Traps Tab


Step 6   In the Community name field, enter the community name to which this computer will send trap messages.

Community names are case-sensitive.


Note    You must configure at least one community string or SNMP will not respond to requests.

Step 7   Click Add to List.

Step 8   In the Trap Destinations area, click Add.

The SNMP Service Configuration dialog box appears, as shown in Figure 3-13.


Figure 3-13   SNMP Service Configuration Dialog Box


Step 9   Enter the IP address or the host name of the trap destination, and then click Add.

Step 10   Repeat Steps 6 to 10 for each trap destination required.

Step 11   Click OK to apply your changes and exit the SNMP Service Properties window.





Backing Up and Restoring Your Cisco CRA Files

When you install Cisco CRA 3.0, you also install the CRA backup and recovery utility. You must configure this utility as a backup target to an existing Cisco CallManager backup server. You must then configure the Cisco CallManager backup and recovery program by selecting its CRA tab, adding the Cisco CRA 3.0 host name and verifying the connection.

The Cisco CallManager backup and recovery program now performs all backup or restore operations.


Note   Before installing Cisco CRA 3.0, it is recommended that you run your backup and recovery program to copy your existing configuration and profile files to a network drive or tape. If the installation fails, you should reinstall your original software and restore the data.

For information about backing up and restoring your Cisco CRA configuration, refer to the Installing Cisco CallManager Guide.


Note   The backup tool does not back up the Cisco CRA SDK files customengine.xml and customeditor.xml. You must back up these files manually to preserve them.

Installing Plug-Ins from the Application Server

You can use a web browser to download the following plug-ins from the CRA Application Administration web interface:

  • Cisco CRA Editor—Application for developing Cisco CRA application scripts.

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

  • Cisco IP ICD Agent Desktop—Application that ICD phone agents run on desktop PCs to monitor ICD extensions and manipulate availability states.

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

  • Cisco Historical Reporting—Provides detailed information on the call activities of your Cisco CRA system.

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

  • Cisco CRA SDK—Allows you to create your own steps or subsystems for the Cisco CRA Editor.

Note    Available plug-ins depend on the Cisco CRA package you purchased.

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