Getting Started with Cisco Customer Response Applications 3.1(1)
Appendix A: Dedicated Servers for Databases, ICD Call Statistics, Monitoring, and Recording

Table of Contents

Dedicated Servers for Databases, ICD Call Statistics, Monitoring, and Recording
Dedicated Server Installation Notes
General Installation and Configuration Steps
Installing Cisco CRA Components on a dedicated Server

Dedicated Servers for Databases, ICD Call Statistics, Monitoring, and Recording


Cisco CRA lets you install some components on a server other than the server on which you installed Cisco CRA. Such a separate server is called a dedicated server. A dedicated server can conserve CPU resources on the CRA server because the CRA server will not need to handle the functions assigned to the dedicated server.

Cisco CRA supports the following dedicated servers:

  • ICD Call Statistics, Recording, and Monitoring Server—Maintains ICD call statistics and provides for recording and call monitoring for Cisco ICD Enhanced.
  • ICD Call Recording and Monitoring Server—Provides for call monitoring.
  • Historical Reports Database Server—Stores Cisco CRA databases for historical reporting.

If you are using Cisco IP ICD Standard or Cisco IP IVR, you can set up a Historical Reports Database Server.

If you are using Cisco IP ICD Enhanced, you can:

  • Set up a Historical Reports Database Server.
  • Use the Historical Reports Database Server as the ICD Call Statistics, Recording, and Monitoring Server, or set up a separate ICD Call Statistics, Recording, and Monitoring Server.
  • Set up multiple ICD Call Monitoring Servers. If you do so, you must also set up one ICD Call Statistics, Recording, and Monitoring Server.

This appendix includes the following topics, which explain how to install Cisco CRA components on dedicated servers:

Dedicated Server Installation Notes

  • If you install Cisco CRA and Cisco CallManager on the same server (a co-resident installation), you cannot set up a separate ICD Call Statistics, Recording, and Monitoring Server or a separate ICD Call Monitoring server.
  • Multiple ICD Call Monitoring Servers allow you to distribute call the monitoring load across CPUs and to set up call monitoring on multiple local area networks (LANs). Multiple ICD Call Monitoring Servers will not allow more simultaneous call monitoring sessions than the maximum number of sessions supported by Cisco CRA.
  • Cisco CRA stores files that contain recorded calls on the ICD Call Statistics, Recording, and Monitoring server. When supervisors record the calls of agents, each minute of recording takes approximately 1 MB of disk space on that server.

General Installation and Configuration Steps

To install and configure Cisco CRA components on a dedicated server, you perform a set of procedures in order. The following table shows the sequence of procedures and provides references to further information about each procedure.

Procedure Reference
Step 1 

Make sure that the dedicated server meets system requirements.

See the "Server System Requirements" section.

Step 2 

Gather configuration information that you will need to install Cisco CRA.

See the "Necessary Information Table" section and the "Usernames and Passwords Table" section.

Step 3 

Install the Windows operating system on the dedicated server by using the installation CD-ROMs that are supplied by Cisco.

See the "Installing Windows 2000 Server" section.

Step 4 

Transfer the CRA license files to the dedicated server or copy the license files from the CRA server to the dedicated server.

See the "Transferring License Files to the CRA Server" section, but replace "CRA server" in Step 1 with "Dedicated Server."

Step 5 

Install the desired Cisco CRA component on the dedicated server.

See the "Installing Cisco CRA Components on a dedicated Server" section.

Step 6 

If you are setting up a Historical Reports Database Server, make appropriate configuration settings in Cisco CRA Administration.

Refer to the "Managing the Cisco CRA Historical Reports Databases" chapter in Cisco Customer Response Applications Administrator Guide.

Installing Cisco CRA Components on a dedicated Server

To install the Cisco CRA databases, call monitoring, or recording on dedicated server, follow these steps:

Procedure

Step 1   Insert the Cisco CRS Installation CD-ROM.

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

Step 2   Enter the password that you used to log in to the server and then click Next.

The Cisco Customer Response Application Product License Location pane 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 Cisco Installation Wizard dialog box, verify the components that your license entitles you to install and then click Yes to proceed.

The Cisco Customer response Applications Component Distribution pane appears. Figure A-1 shows the Applications Component Distribution pane for Cisco IP ICD Enhanced. For Cisco IP ICD Standard or Cisco IP IVR, the VoIP Monitor Server and ICD Recording Server check boxes do not appear.


Figure A-1   Cisco CRA Installation Wizard—Cisco CRA Component Distribution Pane for Cisco IP ICD Enhanced


Step 6   Uncheck the CRA Server check box.

Step 7   Check the check box or check boxes corresponding to the feature or features that you want to install on this dedicated server:

  • Remote Database Server—Installs the Cisco CRA databases for historical reporting. Choose this check box for a Historical Reports Database Server.
  • VoIP Monitor Server—Installs call monitoring. Choose this check box for an ICD Call Monitoring Server.

Note    If you set up an ICD Call Monitoring Server, you must also set up an ICD Call Statistics, Recording, and Monitoring Server.

  • ICD Record/Statistics Server—Installs call recording and maintenance of ICD statistics. Choose this check box for an ICD Call Statistics, Recording, and Monitoring server.

Note    If you check the ICD Record/Statistics Server check box, the VoIP Monitor Server check box is checked automatically.

Step 8   If you checked the VoIP Monitor Server check boxes, enter information in the CRA Database Login Information area of the Applications Component Distribution pane as follows:

a. In the Hostname field, enter the host name of the Cisco CRA server or click Browse to locate the CRA server.

b. In the Windows Admin Username field, enter the Windows administrator user name for the Cisco CRA server.

c. In the Windows Admin Password field, enter the Windows administrator password for the Cisco CRA server.

d. In the SQL Admin Username field, enter the SQL Server administrator user name for the Cisco CRA database on the Cisco CRA server.

e. In the SQL Admin Password field, enter the SQL Server administrator password for the Cisco CRA database on the Cisco CRA server.

Step 9   Click Next.

If you are reinstalling Cisco CRA after uninstalling it and if you checked the Remote Database Server check box, the system may display a dialog box that contains the following message:

Setup has detected existing CRA databases. Do you want to remove these databases? If you choose No, the existing databases and database configuration information will be retained. If you choose Yes, make sure that you have a current and reliable backup of your data before proceeding.

Remove the databases?

If you click Yes, the CRA databases and all historical data will be deleted. In addition, configuration data, if set, for the CRA server will be removed. Choose this option if you want to remove all historical data from the CRA system. Click No if you want to maintain existing historical data and CRA server configuration information.

Step 10   If you checked only the Remote Database Server check box, the Ready to Install Cisco Customer Response Applications pane appears. Go to Step 14.

If you checked the VoIP Monitor Server or the ICD Record/Statistics Server check boxes, the Cisco CallManager Database Location pane appears, as shown in Figure A-2.


Figure A-2   Cisco CRA Installation Wizard—Cisco Call Manager Database Location Pane


Make sure that the A different server radio button is chosen, and perform these steps:

a. In the CallManager Host name field, enter the host name of the Cisco CallManager on which the database will reside or click Browse to locate the host name.

b. In the Windows Username and Windows Password fields, enter the Windows user name and password for the Cisco CallManager on which the database resides.

c. In the SQL Username and SQL Password fields, enter the SQL username and password for the database.

Step 11   Click Next. The ICD Configuration pane appears, as shown in figure Figure A-3.

If you checked the ICD Record/Statistics Server check box in Step 7, the Language and Dial Plan areas do not appear.


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


Perform these steps:

a. From the drop-down list in the Agent Desktop Servers area, choose the IP address that client systems will use to connect to this server.

b. In the VoIP Monitor DB Login Info area, enter a new Database User ID and Password, if you are not using the default values.

The VoIP Monitor logs into the Cisco CallManager database to extract the Media Access Control (MAC) address of phones to detect voice packet traffic.

c. In the Language area, if it appears, choose a default language for the Cisco Agent Desktop and Disco Supervisor Desktop.

d. In the Dial Plan Settings area, if it appears, enter an area code, local line access code, and long distance line access code for use by the Cisco Agent Desktop.

Check the Dial `1' for long distance calls check box if you will allow long distance calls.

Step 12   Click Next.

Step 13   If the AVVID Backup Configuration pane appears, follow these steps:

a. Click one of these radio buttons:

  • Backup Server—Backup and restore procedures will be run from this server.
  • Backup Target—Another server will back up the data on this server.

Note    A Service Processing Element (SPE) in an ICS 7750 can only be a backup target, not a backup server.

For more information about the Cisco IP Telephony Applications Server Backup Utility, refer to Backing Up and Restoring Cisco CallManager Release 3.3(2).

b. Click Next.

The Ready to Install Cisco Customer Response Applications pane appears.

Step 14   In the Ready to Install Cisco Customer Response Applications pane, click Next to begin installing the CRA software. If the installation program instructs you to insert other CD-ROMS, follow the onscreen instructions.


Note    If you configured the AVVID backup as described in Step 13, the Cisco Telephony Applications Utility Setup window may appear after installation. Use this window to set up a backup target for this server.

Step 15   When the system prompts you to enter a new SA account password, enter and confirm the same password that was entered on the Cisco CRA server and then click OK.

Step 16   If a dialog box appears confirming a new SA password, click OK.

Step 17   Click Yes to reboot the system.






Note   If you have set up a Historical Reports Database Server, you must make appropriate configuration settings in Cisco CRA Administration. Refer to the "Managing the Cisco CRA Historical Reports Databases" chapter in Cisco Customer Response Applications Administrator Guide for more information.