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

Table of Contents

Index

Index

A

administrator access level   3-25

Alarm Service, about   3-27

application engine   1-3

application server   1-5

ASR

overview   1-15
audience   vii

B

backing up files   3-30

browser requirements   2-4

C

Cisco CRA

connecting to CRA interface   3-17
installing   3-9
Cisco CRA engine   1-8

Cisco Customer Response Applications

overview   1-5
Cisco IP ICD   1-6

supported phones for Agent Desktop   2-4
Cisco IP IVR   1-5

Cisco IP Queue Manager   1-6

client system requirements   2-3

community strings   3-27

Contact Service Queue   1-6

converting existing scripts to CRA 3.0   1-19

co-resident server

installation   3-1
CRA Editor   1-10

CRA Engine subsystems

Application   1-9
ASR   1-9
Cisco Media   1-8
Database   1-8
eMail   1-8
HTTP   1-8
ICM   1-8
JTAPI   1-8
RMCM   1-8
TTS   1-9
Voice Browser   1-9
CRS   vii

D

dedicated servers

installation   3-1
documentation

audience   vii
organization   viii

E

Engine subsystems   1-8

error handling   1-18

G

grammars   1-17

H

historical reporting   1-14

I

ICD

skills-based agents   1-15
installing

Cisco CRA   3-9
IP ICD Agent Desktop   1-6

IP ICD Enhanced   1-6

IP ICD Enhanced with CTI Option   1-6

IP ICD Standard   1-6

IP Queue Manager   1-7

J

JTAPI   1-8

L

licensing   3-7

N

Nuance   1-15

O

operating system, installation   3-3

P

PAK   3-7

passwords and usernames   2-7

phones supported   2-4

plug-ins   3-31

processing contact types   1-18

Product Activation Key   3-7

prompts   1-18

R

real time reporting   1-14

Repository   1-9

Resource Manager   1-6

restoring files   3-30

S

script interruption   1-18

scripts

aa.aef   1-10
BasicQ.aef   1-12
CollectDigits.aef   1-12
CVInput.aef   1-12
CVOutput.aef   1-13
hotel.aef   1-10
hotelout.aef   1-11
icd.aef   1-11
Input.aef   1-13
outboundVoiceBrowser.aef   1-12
Output.aef   1-13
samples   1-10
SNU.aef   1-12
VisibleQ.aef   1-12
voicebrowser.aef   1-11
server system requirements   2-2

session management   1-18

SNMP traps, about   3-27

SNMP trap sender

configuring   3-27
steps and prompting   1-18

system requirements

client   2-3
server   2-2

T

TTS

overview   1-15

U

user names and passwords   2-7

V

variables and expressions   1-18

VoiceXML   1-17