Table of Contents

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