Table of Contents
Configuring Cisco 3.0 ApplicationsCRA Provisioning for Cisco CallManager
Configuring JTAPI-Triggered Applications
Provisioning Cisco Script Applications
Configuring Cisco IP ICD
Configuring Cisco CRA for Cisco IP ICD Support
Configuring Cisco 3.0 Applications
This chapter provides roadmaps of procedures used to configure system-level components such as ports and route points for Cisco Customer Response Applications (CRA) 3.0.
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Note Before you provision any application included with Cisco CRA 3.0, make sure that your Cisco CallManager server is installed and configured, and that your IP phones are configured in Cisco CallManager. |
This chapter contains the following topics:
CRA Provisioning for Cisco CallManager
To perform CRA provisioning of Cisco CallManager, you perform four procedures in sequence. You begin by adding a JTAPI (Java Telephony Application Programming Interface) user. You then add CTI (Computer Telephony Interface) ports and CTI route points. You finish by associating ports and route points with the user.
The following roadmap shows the sequence of procedures and provides references to further information about these procedures.
1. Add a JTAPI user—Specify the user name that the JTAPI subsystem will use to name the Cisco CallManager.
Refer to the "Creating a Cisco CallManager User for Cisco Crayon" section in Appendix A of the Cisco Customer Response Applications Administrator Guide.
2. Add CTI ports—Add the ports that will be assigned to CTI port groups in Cisco CRA.
Refer to Appendix A, "Adding CTI Ports for Cisco CRA" in the Cisco Customer Response Applications Administrator Guide.
3. Add CTI route points—Add the route points that are used as JTAPI triggers in Cisco CRA.
Refer to Appendix A, "Adding CTI Route Points for Cisco CRA" in the Cisco Customer Response Applications Administrator Guide.
4. Associate CTI route points and CTI ports with the user—Instruct the JTAPI subsystem to register the ports to a CTI Manager when the JTAPI user is successfully authenticated.
Refer to Appendix A "Associating Devices to the Cisco CallManager User for Cisco CRA" in the Cisco Customer Response Applications Administrator Guide.
Configuring JTAPI-Triggered Applications
Applications define the service that will be applied to an incoming call, an HTTP request, or an e-mail. In the Cisco CRA 3.0 system, applications are associated with triggers.
To associate applications with triggers, you perform four procedures in sequence. You begin by entering a JTAPI provider. You then enter a JTAPI user and add CTI ports. You finish by adding Cisco Media Termination (CMT) dialog groups.
The following roadmap shows this sequence of procedures and provides references to further information about these procedures.
1. Enter a JTAPI provider—Enter the address(es) the CTI ports and CTI route points use to register the CTI Manager(s).
Refer to the "Provisioning the Subsystem" section in Chapter 4 of the Cisco Customer Response Applications Administrator Guide.
2. Enter a JTAPI user—Enter the user name that the JTAPI subsystem will use to authenticate the user to the Cisco CallManager.
Refer to the "Provisioning the Subsystem" section in Chapter 4 of the Cisco Customer Response Applications Administrator Guide.
3. Add CTI port groups—Pools CTI ports into call control groups.
Refer to Chapter 4, "Provisioning a JTAPI Call Control Group" in the Cisco Customer Response Applications Administrator Guide.
4. Add Cisco Media Termination (CMT) dialog groups—Allow for provisioning of channels that will support basic media (prompts and DTMF).
Refer to the "Provisioning Cisco Media Termination Subsystem" section in Chapter 4 of the Cisco Customer Response Applications Administrator Guide.
Provisioning Cisco Script Applications
Cisco script applications use Cisco CRA scripts created with the Cisco CRA Editor. Administrators can customize CRA scripts by overriding default values that the script developer defined as parameters when creating the script.
Provisioning ties together triggers, scripts, call control groups, and media termination groups into a functional application.
For more information on provisioning, refer to the "Provisioning your Cisco CRA 3.0 Applications" section in Chapter 5 of the Cisco Customer Response Applications Administrator Guide.
For more information on creating Cisco CRA scripts, refer to the Cisco Customer Response Applications Developer Guide.
Configuring Cisco IP ICD
If you have purchased Cisco IP ICD, you need to configure Cisco CallManager and Cisco CRA for Cisco IP ICD support.
This section contains the following topics:
Configuring Cisco CallManager for Cisco IP ICD Support
To configure Cisco CallManager for Cisco IP ICD support, you perform three procedures in sequence. You begin by adding a Resource Manager (RM) JTAPI user. You then associate agent devices with agent users and flag as an Integrated Contact Distribution (ICD) extension. You finish by associate agent devices to RM JTAPI users.
The following roadmap shows the sequence of procedures and provides references to further information about these procedures.
1. Add an RM JTAPI user—Specify the user that the Resource Manager subsystem uses to authenticate to the Cisco CallManager.
Refer to the "Provisioning the Subsystem" section in Chapter 4 of the Cisco Customer Response Applications Administrator Guide.
2. Associate agent devices with agent user and flag as ICD extension—Allow all users that are configured with an ICD extension to be available to the CRA as resources.
Refer to the "Assigning Cisco IP ICD Extensions to Cisco CallManager Users" sections in Chapter 4 of the Cisco Customer Response Applications Administrator Guide.
3. Associate agent devices to RM JTAPI user—Determine which agent devices are monitored by the Resource Manager subsystem.
Refer to the "Assigning Cisco IP ICD Extensions to Cisco CallManager Users" section in Chapter 4 of the Cisco Customer Response Applications Administrator Guide.
Configuring Cisco CRA for Cisco IP ICD Support
You must configure the information in the Resource Manager subsystem of the Cisco CRA server by creating IP ICD agents and assigning them to resource groups.
To configure the CRA for IP ICD support, you perform seven procedures in sequence. You begin by adding an RM JTAPI provider. You then add an RM JTAPI user, add resource groups, add skills groups, add a Contact Service Queue (CSQ), and associate users with an ICD extension. You finish by provisioning applications.
The following roadmap shows the sequence of procedures and provides references to further information about these procedures.
1. Add an RM JTAPI provider—Provide the address(es) of the CTI manager(s) that the Resource Manager uses to monitor device state changes.
Refer to the "Provisioning the Resource Manager JTAPI Provider" section of Chapter 4 of the Cisco Customer Response Applications Administrator Guide.
2. Add an RM JTAPI user—Specify the user that the Resource Manager subsystem uses to authenticate the user to the Cisco CallManager.
Refer to the "Provisioning the Subsystem" section in Chapter 4 of the Cisco Customer Response Applications Administrator Guide.
3. Add resource groups—Specify a collection of agents to which a CSQ can route calls.
Refer to the "Provisioning the Contact Service Queue" section in Chapter 4 of the Cisco Customer Response Applications Administrator Guide.
4. Add skills groups—Specify customer-defined labels assigned to groupings of agents to which a CSQ routes calls.
Refer to the "Provisioning Agent Skills" section in Chapter 4 of the Cisco Customer Response Applications Administrator Guide.
5. Add a CSQ—Add a CSQ to control incoming calls and to determine where and how to route calls to agents.
Refer to the "Provisioning the Contact Service Queue" section in Chapter 4 of the Cisco Customer Response Applications Administrator Guide.
6. Associate users with an ICD extension—Associate Cisco CallManager users with an ICD Extension so that they appear as configurable resources. These resources can be configured as members of a resource and/or skills group(s).
Refer to the "Provisioning Resource Groups" section in Chapter 4 of the Cisco Customer Response Applications Administrator Guide.
7. Provision applications—Tie together triggers, scripts, call control groups, and media termination groups.
Refer to the "Provisioning your Cisco CRA 3.0 Applications" section in Chapter 5 of the Cisco Customer Response Applications Administrator Guide.
Configuring Cisco CRA for Cisco ICM Support
The ICM VRU interface allows Cisco Intelligent Contact Management (ICM) scripts to invoke CRA Editor steps and logic from the CRA Engine. As a result, the Cisco ICM can handle calls centrally and direct them to your IP Telephony system based on caller-entered data, information stored in a database, or other parameters.
To configure the CRA for ICM support, you perform four procedures in sequence. You begin by associating CTI port groups. You then provision the ICM subsystem and provision Voice Response Unit (VRU) scripts. You finish by provisioning applications.
The following roadmap shows the sequence of procedures and provides references to further information about these procedures.
1. Associate CTI port groups—Pool CTI ports into call control groups, which are reported to the ICM as trunk groups.
Cisco IP Queue Manager (IP QM) uses CTI ports for the following two types of applications that require independent groups:
- ICM translation routing—When the CRA server is used as a queue point for a Cisco IP CC solution in which calls are expected to be routed by the ICM to the CRA server, you must configure ICM translation-routing applications. Each different instance of ICM Translation Routing requires its own unique CTI port group.
- ICM post routing—When the CRA server is used as a queue point for a Cisco IP CC solution and calls are expected to be received by the CRA server first, you must configure ICM post-routing applications.
Refer to the "Provisioning a JTAPI Call Control Group" section in Chapter 4 and the "Provisioning your Cisco CRA 3.0 Applications" section in Chapter 5 of the Cisco Customer Response Applications Administrator Guide.
2. Provision the ICM subsystem—Configure subsystem parameters for interfacing to ICM.
Refer to the "Provisioning your Cisco CRA 3.0 Applications" section in Chapter 5 of the Cisco Customer Response Applications Administrator Guide.
3. Provision VRU scripts—Cross-reference scripts by VRU script name to CRA scripts for the benefit of ICM requests.
Refer to the "Provisioning VRU Scripts" section in Chapter 5 of the Cisco Customer Response Applications Administrator Guide.
4. Provision applications—Tie together triggers, scripts, call control groups, and media termination groups.
Refer to the "Provisioning your Cisco CRA 3.0 Applications" section in Chapter 5 of the Cisco Customer Response Applications Administrator Guide.