Getting Started with Cisco Customer Response Applications 3.1(1)
Preface

Table of Contents

Preface
Audience
Organization
Related Documentation
Conventions
Obtaining Documentation
Obtaining Technical Assistance
Obtaining Additional Publications and Information

Preface


Getting Started with Cisco Customer Response Applications provides instructions for installing or upgrading Cisco Customer Response Applications (CRA) system components, and for performing initial configuration tasks. This manual also provides an overview of how the Cisco CRA system works.


Note   Effective with release 3.0, Cisco Customer Response Applications (CRA) has been renamed Cisco Customer Response Solutions (CRS) and, effective with release 3.1, is marketed under the name IPCC Express. The Cisco website and packaging materials have been updated to reflect the new name, but the user interface, and therefore the documentation, has not.

Audience

Getting Started with Cisco Customer Response Applications provides information for IP telephony administrators and application designers. This guide assumes that users have the basic networking and telephony knowledge that is required to install and set up the server software.

Organization

This guide is organized as follows:

Chapter Title Description

Chapter 1

Introducing Cisco CRA 3.1

Overview of the Cisco CRA software suite

Chapter 2

Preparing to Install Cisco CRA 3.1

System requirements, general preparation checklists, and installation overviews

Chapter 3

Installing Cisco CRA 3.1

Instructions for installing Cisco CRA 3.1

Chapter 4

Configuring Cisco 3.1 Applications

Checklist for configuring system-level components

Chapter 5

Installing Nuance ASR and TTS

Instructions for installing the Nuance Speech Server (ASR1 and TTS2)

Appendix A

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

Instructions for setting up dedicated servers for databases, and for ICD call statistics, recording, and monitoring

Appendix B

Alternative Directory Setup Configurations

Instructions for configuring alternative directory setup

Appendix C

Upgrading Cisco CRA and Cisco CallManager

Instructions for converting CRA 2.x profile information to CRA 3.1

Appendix D

Cisco CRA 2.x to 3.1 Profile Conversion

Instructions for upgrading Cisco CallManager

Appendix E

The clean_publisher Command

Instructions for using the clean_publisher command to delete replication agreements for non-existent servers.

Glossary

Glossary

Explanations of terms that may be new to you.

1Automatic Speech Recognition

2Text-To-Speech

Related Documentation

Refer to the following documents for further information about Cisco CRA applications and related products:

  • Cisco CallManager Administration Guide
  • Cisco CallManager Extended Services Administrator Guide
  • Cisco CallManager System Guide
  • Cisco ICM Software IPCC Installation and Configuration Guide
  • Cisco IP Telephony Network Design Guide
  • Cisco Customer Response Applications Developer Guide
  • Cisco Customer Response Applications Administrator Guide
  • Installing the Operating System on the Cisco IP Telephony Applications Server

Conventions

This document uses the following conventions:

Convention Description

boldface font

Commands and keywords appear in boldface font.

italic font

Arguments for which you supply values appear in italic font.

[   ]

Optional elements appear in square brackets.

{ x | y | z }

Alternative keywords are grouped in braces and separated by vertical bars.

[ x | y | z ]

Optional alternative keywords are grouped in brackets and separated by vertical bars.

string

Nonquoted sets of characters (strings) appear in regular font. Do not use quotation marks around a string or the string will include the quotation marks.

screen font

Terminal sessions and information the system displays appear in screen font.

boldface screen font

Information you must enter appears in boldface screen font.

^

The key labeled Control is represented in screen displays by the symbol ^. For example, the screen instruction to hold down the Control key while you press the D key appears as ^D.

<   >

Nonprinting characters, such as passwords, appear in angle brackets.

Notes use the following conventions:


Note   Means reader take note. Notes contain helpful suggestions or references to material not covered in this guide.

Timesavers use the following conventions:


TimeSaver Means the described action saves time. You can save time by performing the action described in the paragraph.

Tips use the following conventions:


Tip Means the following are useful tips.

Cautions use the following conventions:


Caution    Means reader be careful. In this situation, you could do something that could result in equipment damage or loss of data.

Warnings use the following conventions:


Warning This warning symbol means danger. You are in a situation that could cause bodily injury. Before you work on any equipment, you must be aware of the hazards involved with electrical circuitry and familiar with standard practices for preventing accidents.

Obtaining Documentation

Cisco provides several ways to obtain documentation, technical assistance, and other technical resources. These sections explain how to obtain technical information from Cisco Systems.

Cisco.com

You can access the most current Cisco documentation on the World Wide Web at this URL:

http://www.cisco.com/univercd/home/home.htm

You can access the Cisco website at this URL:

http://www.cisco.com

International Cisco websites can be accessed from this URL:

http://www.cisco.com/public/countries_languages.shtml

Documentation CD-ROM

Cisco documentation and additional literature are available in a Cisco Documentation CD-ROM package, which may have shipped with your product. The Documentation CD-ROM is updated regularly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual or quarterly subscription.

Registered Cisco.com users can order a single Documentation CD-ROM (product number DOC-CONDOCCD=) through the Cisco Ordering tool:

http://www.cisco.com/en/US/partner/ordering/ordering_place_order_ordering_t ool_launch.html

All users can order monthly or quarterly subscriptions through the online Subscription Store:

http://www.cisco.com/go/subscription

Ordering Documentation

You can find instructions for ordering documentation at this URL:

http://www.cisco.com/univercd/cc/td/doc/es_inpck/pdi.htm

You can order Cisco documentation in these ways:

  • Registered Cisco.com users (Cisco direct customers) can order Cisco product documentation from the Networking Products MarketPlace:

http://www.cisco.com/en/US/partner/ordering/index.shtml

  • Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco Systems Corporate Headquarters (California, U.S.A.) at 408 526-7208 or, elsewhere in North America, by calling 800 553-NETS (6387).

Documentation Feedback

You can submit comments electronically on Cisco.com. On the Cisco Documentation home page, click Feedback at the top of the page.

You can e-mail your comments to bug-doc@cisco.com.

You can submit comments by using the response card (if present) behind the front cover of your document or by writing to the following address:

Cisco Systems
Attn: Customer Document Ordering
170 West Tasman Drive
San Jose, CA 95134-9883

We appreciate your comments.

Obtaining Technical Assistance

Cisco provides Cisco.com, which includes the Cisco Technical Assistance Center (TAC) website, as a starting point for all technical assistance. Customers and partners can obtain online documentation, troubleshooting tips, and sample configurations from the Cisco TAC website. Cisco.com registered users have complete access to the technical support resources on the Cisco TAC website, including TAC tools and utilities.

Cisco.com

Cisco.com offers a suite of interactive, networked services that let you access Cisco information, networking solutions, services, programs, and resources at any time, from anywhere in the world.

Cisco.com provides a broad range of features and services to help you with these tasks:

  • Streamline business processes and improve productivity
  • Resolve technical issues with online support
  • Download and test software packages
  • Order Cisco learning materials and merchandise
  • Register for online skill assessment, training, and certification programs

To obtain customized information and service, you can self-register on Cisco.com at this URL:

http://tools.cisco.com/RPF/register/register.do

Technical Assistance Center

The Cisco TAC is available to all customers who need technical assistance with a Cisco product, technology, or solution. Two types of support are available: the Cisco TAC website and the Cisco TAC Escalation Center. The type of support that you choose depends on the priority of the problem and the conditions stated in service contracts, when applicable.

We categorize Cisco TAC inquiries according to urgency:

  • Priority level 4 (P4)—You need information or assistance concerning Cisco product capabilities, product installation, or basic product configuration. There is little or no impact to your business operations.
  • Priority level 3 (P3)—Operational performance of the network is impaired, but most business operations remain functional. You and Cisco are willing to commit resources during normal business hours to restore service to satisfactory levels.
  • Priority level 2 (P2)—Operation of an existing network is severely degraded, or significant aspects of your business operations are negatively impacted by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.
  • Priority level 1 (P1)—An existing network is "down," or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.

Cisco TAC Website

The Cisco TAC website provides online documents and tools to help troubleshoot and resolve technical issues with Cisco products and technologies. To access the Cisco TAC website, go to this URL:

http://www.cisco.com/tac

All customers, partners, and resellers who have a valid Cisco service contract have complete access to the technical support resources on the Cisco TAC website. Some services on the Cisco TAC website require a Cisco.com login ID and password. If you have a valid service contract but do not have a login ID or password, go to this URL to register:

http://tools.cisco.com/RPF/register/register.do

If you are a Cisco.com registered user, and you cannot resolve your technical issues by using the Cisco TAC website, you can open a case online at this URL:

http://www.cisco.com/tac/caseopen

If you have Internet access, we recommend that you open P3 and P4 cases online so that you can fully describe the situation and attach any necessary files.

Cisco TAC Escalation Center

The Cisco TAC Escalation Center addresses priority level 1 or priority level 2 issues. These classifications are assigned when severe network degradation significantly impacts business operations. When you contact the TAC Escalation Center with a P1 or P2 problem, a Cisco TAC engineer automatically opens a case.

To obtain a directory of toll-free Cisco TAC telephone numbers for your country, go to this URL:

http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml

Before calling, please check with your network operations center to determine the Cisco support services to which your company is entitled: for example, SMARTnet, SMARTnet Onsite, or Network Supported Accounts (NSA). When you call the center, please have available your service agreement number and your product serial number.

Obtaining Additional Publications and Information

Information about Cisco products, technologies, and network solutions is available from various online and printed sources.

  • The Cisco Product Catalog describes the networking products offered by Cisco Systems, as well as ordering and customer support services. Access the Cisco Product Catalog at this URL:

http://www.cisco.com/en/US/products/products_catalog_links_launch.html

  • Cisco Press publishes a wide range of networking publications. Cisco suggests these titles for new and experienced users: Internetworking Terms and Acronyms Dictionary, Internetworking Technology Handbook, Internetworking Troubleshooting Guide, and the Internetworking Design Guide. For current Cisco Press titles and other information, go to Cisco Press online at this URL:

http://www.ciscopress.com

  • Packet magazine is the Cisco quarterly publication that provides the latest networking trends, technology breakthroughs, and Cisco products and solutions to help industry professionals get the most from their networking investment. Included are networking deployment and troubleshooting tips, configuration examples, customer case studies, tutorials and training, certification information, and links to numerous in-depth online resources. You can access Packet magazine at this URL:

http://www.cisco.com/go/packet

  • iQ Magazine is the Cisco bimonthly publication that delivers the latest information about Internet business strategies for executives. You can access iQ Magazine at this URL:

http://www.cisco.com/go/iqmagazine

  • Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL:

http://www.cisco.com/en/US/about/ac123/ac147/about_cisco_the_internet_ protocol_journal.html

  • Training—Cisco offers world-class networking training. Current offerings in network training are listed at this URL:

http://www.cisco.com/en/US/learning/le31/learning_recommended_training _list.html