Getting Started with Cisco Customer Response Applications 3.1(1)
Preparing to Install Cisco CRA 3.1

Table of Contents

Preparing to Install Cisco CRA 3.1
Server System Requirements
Client System Requirements
Installation and Upgrade Notes
Overview of Procedures for Installing and Configuring Cisco CRA
Overview of Procedures for Upgrading Cisco CRA
Necessary Information Table
Usernames and Passwords Table

Preparing to Install Cisco CRA 3.1


This chapter provides information that you need to prepare to install Cisco Customer Response Applications (CRA) 3.1. It includes references to sections of this and other guides that provide detailed installation information and provides you with a convenient place to record the information that you need to install Cisco CRA 3.1.

This chapter contains the following topics:

Server System Requirements

You can install Cisco CRA software components on the same server as you installed Cisco CallManager (creating a co-resident configuration), or you can set up a higher-capacity, standalone server configuration.

Cisco CRA 3.1 Server Requirements

This section lists the server system requirements for all installation configurations of Cisco CRA 3.1. (See Table 2-1.)

Table 2-1   Server System Requirements for Cisco CRA 3.1

Component Requirement

Server machine

Cisco MCS1, SPE2 in Cisco ICS3 7750, or a Cisco-approved, customer-provided server.

For a list of approved servers, see Server Platforms.

Operating system

Windows 2000 Server.

You must use the Cisco-provided CD-ROMs to install the operating system.

Cisco CallManager

Cisco CallManager 3.3(3) or higher.

You must install Cisco CallManager 3.3(3) or higher before you install Cisco CRA, for both dedicated and co-resident server installations.

Make sure that the Cisco CallManager LDAP directory is active before you install Cisco CRA.

RAM

A minimum of 1 GB

1Media Convergence Server

2System Processing Engine

3Integrated Communication System


Note   The Cisco MCS-7825-800 system contains two network interface cards (NICs), but Cisco CRA supports only one. When you connect this type of server to the network, use the lower of the two NIC connectors because the installation disables the upper connector.

Server Platforms

You can install Cisco CRA 3.1 on the following platforms:

  • MCS-7815-1000
  • MCS-7815I-2.0-CC1
  • MCS-7825-800
  • MCS-7825-1133
  • MCS-7825H-2.2-CC1
  • MCS-7835-1000
  • MCS-7835-1266
  • MCS-7835H-2.4-CC1
  • MCS-7835I-2.4-CC1
  • MCS-7845H-2.4-CC1 (dual CPU, using Windows 2000 Advanced Server OS)
  • Compaq DL 320-1133
  • Compaq DL 320-2266 G2
  • Compaq DL 380-1000
  • Compaq DL 380-1266 G2
  • Compaq DL 380-2400 G3 (single CPU)
  • Compaq DL 380-2400 G3 (dual CPU)
  • IBM-205-2000
  • IBM-330-1266
  • IBM-342-1266
  • IBM-345-2400
  • Cisco Integrated Communications System (ICS) 7750

Each of these platform requires at least 1 GB of RAM.

You can also install Cisco CRA 3.1 a Cisco-approved customer-provided server.

About Cisco CRA Server Performance

To ensure that your Cisco CRA server operates most efficiently, follow these guidelines when installing or upgrading Cisco CRA:

  • Install only the Cisco CRA software components that you will use.
  • If you are upgrading Cisco CRA on an existing Cisco CRA server, uninstall on that server any Cisco CRA software components that you will no longer use.
  • If you are installing Cisco CRA on a server that has been used for another application such as Cisco CallManager, uninstall the existing application or, if possible, reinstall the operating system before installing Cisco CRA.

Client System Requirements

You can access the CRA Administration web interface from the server on which Cisco CRA is installed or from a client system.

If you have purchased the following products, you can install them on client systems:

  • Cisco IP ICD Agent Desktop
  • Cisco CRA Editor
  • Cisco CRA Historical Reporting
  • Real-time Reporting

Table 2-2 lists the system requirements for client systems.

Table 2-2   Requirements for Client Systems

Component Requirements

Client operating system

Windows 98 second edition, Windows 2000 Professional, Windows XP Professional.

Browser

Microsoft Internet Explorer 5.x or 6.0

Cisco IP ICD Agent phone

Cisco 7900 series IP phones or Cisco IP Softphone

Refer to the Cisco IP ICD Agent Desktop online help for details on supported configurations.

For information about installing applications on client systems, refer to the "The Plug-ins Menu Option" section in the "The Tools Menu" in Cisco Customer Response Applications Administrator Guide.

Installation and Upgrade Notes

  • If you are upgrading Cisco CRA and you customized your system prompts, the Cisco CRA 3.1 installation process will overwrite your customized prompts with Cisco CRA 3.1 default prompts. If you want to save your customized prompts, you must back them up before you upgrade to Cisco CRA 3.1. See the "Installing and Configuring the Cisco IP Telephony Applications Backup Utility" section.
  • Do not install Cisco CRA through a terminal service session.
  • Do not install of Cisco CRA on a computer that is running Active Directory. If Active Directory is running on the computer on which you will install Cisco CRA, move Active Directory to another computer.
  • Cisco recommends that you disable virus scanning on a server before installing or upgrading Cisco CRA on that server.
  • If you add licenses that add features to your Cisco CRA system or if you change the LDAP directory type that Cisco CRA uses, you must reinstall Cisco CRA.
  • Cisco CRA does not support network hubs for use with call recording and call monitoring. For more information about supported network configurations, refer to the "Capacity and Performance Guidelines" chapter in Service Information Cisco Desktop Product Suite 4.5 (ICD).
  • 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.
  • If you are installing Cisco CRA on an IBM-345-2400, you should download and install IBM X345 BIOS upgrade 1.08 to prevent poor voice quality in the IVR system. You can obtain this BIOS upgrade and instructions for installing it at the following URL. (You must have a Cisco Connection Online (CCO) username and password to obtain this BIOS upgrade from the web.)

http://www.cisco.com/pcgi-bin/tablebuild.pl/cmva-3des

  • Installation of Cisco Agent Desktop or the Cisco Supervisor Desktop on the Cisco CRA server is not supported.
  • If the Cisco Desktop Administrator is running on the Cisco CRA server, you must exit this program before upgrading Cisco CRA.
  • If you are upgrading Cisco CRA and one or more Cisco Desktop services or the Cisco Desktop Administrator do not install, run the Cisco CRA installation program again.
  • Whenever you upgrade Cisco CRA, agents and supervisors must upgrade their Cisco Agent Desktops.
  • If you upgrade Cisco CRA, during the upgrade you must specify the same country-specific language that is currently installed. For example, if you are upgrading from a version of Cisco CRA on which en_US is installed, you must specify en_US during the upgrade. If you want to change the country-specific language when you upgrade Cisco CRA, you must uninstall the current version and then install Cisco CRA 3.1.
  • If you use the Cisco CRA server for recording the calls of agents, each minute of recording will take approximately 1 MB of disk space on the CRA server.
  • If Nuance Automatic Speech Recognition (ASR), Nuance Text-to-Speech (TTS), or Cisco CallManager are installed on the Cisco CRA server, these products can consume resources on that server even if they are not in use. Cisco recommends that you uninstall these programs if they are installed on the CRA server but you will not use them.
  • Adobe Acrobat Reader is not installed by the Cisco CRA installation program. To use Adobe Acrobat Reader to access CRA documentation in PDF format, you must install this program after you install Cisco CRA. The Adobe Acrobat Reader installation program is stored on the Cisco CRA server in the folder C:\Program Files\Cisco\Desktop_Config\ Desktop\ Docs\Acrobat.

Overview of Procedures for Installing and Configuring Cisco CRA

To install and configure Cisco CRA and CRA applications, you perform a set of procedures in sequence. The following table shows these procedures and provides references to further information about these procedures. If you are upgrading an existing installation of Cisco CRA, see the "Overview of Procedures for Upgrading Cisco CRA" section.


Note   Before installing any components or applications that are included with Cisco CRA, make sure that the Cisco CallManager server is installed and configured. If you intend to use Cisco IP Interactive Voice Response with Cisco Intelligent Contact Management (ICM), you must also install and configure Cisco ICM before you install any Cisco CRA components or applications.

Procedure Reference
Step 1 

Prepare to install Cisco CRA 3.1.

Make sure that your system meets the requirements that are described in this chapter

Step 2 

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

See the "Installing Windows 2000 Server" section.

Step 3 

Install Cisco CallManager on your server for a co-resident installation.

Refer to the Cisco CallManager documentation.

Step 4 

Install Cisco CRA on your server.

See the "Installing Cisco CRA 3.1 on the CRA Server" section.

Step 5 

Configure the SNMP (Simple Network Management Protocol) Trap Sender (optional).

See the "Configuring the SNMP Trap Sender" section.

Step 6 

Configure the Cisco CallManager server for CRA to establish CTI (Computer Telephony Interface) managers, CTI ports, CTI route points, and users for Cisco CRA.

Refer to the "Configuring Cisco CallManager for Cisco CRA" chapter in Cisco Customer Response Applications Administrator Guide.

Step 7 

Configure the Cisco CRA application server.

See the "Accessing the CRA Administration Web Interface" section and refer to the "Setting Up the Cisco IP Telephony Directory" chapter in Cisco Customer Response Applications Administrator Guide

Step 8 

Create a script with the Cisco CRA Editor or choose one of the sample scripts that are provided

Refer to Cisco Customer Response Applications Editor Step Reference Guide and to Cisco Customer Response Applications Developer Guide

Step 9 

Use the Cisco CRA Application Administration web pages to create and configure an application script.

Refer to the "Configuring Cisco Script Applications" chapter in Cisco Customer Response Applications Administrator Guide.

Step 10 

Install a client application.

Refer to the "The Plug-ins Option" section in the "The Tools Menu" chapter in Cisco Customer Response Applications Administrator Guide.

Overview of Procedures for Upgrading Cisco CRA

To upgrade Cisco CRA 3.1, 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 

If you are using Cisco CallManager 3.2(2c), follow the procedures for upgrading Cisco CRA and Cisco CallManager and then go to Step 7 in this table.

If you Cisco CallManager 3.3 or later, start with Step 2.

See "Upgrading Cisco CRA and Cisco CallManager."

Step 2 

Install and configure the latest version of the Cisco IP Telephony Applications Backup Utility.

See the "Installing and Configuring the Cisco IP Telephony Applications Backup Utility" section.

Step 3 

Use the Cisco IP Telephony Applications Server Backup Utility to backup your Cisco CRA data and your Cisco CallManager data.

Note The backup utility does not back up the Cisco CRA SDK files customengine.xml and customeditor.xml. You must back up these files manually to preserve them.

Refer to the latest version of the Cisco IP Telephony Applications Server Backup Utility documentation, available at this URL:
http://www.cisco.com/univercd/cc/td/doc/produ ct/voice/backup/index.htm

Step 4 

Upgrade the operating system on the Cisco CRA server and on the Cisco CallManager server using the OS Upgrade CD included with your CRA system.

See the "Installing Windows 2000 Server" section.

Step 5 

Install Cisco CallManager support patches, as required.

Refer to this URL:
http://www.cisco.com/public/sw-center/sw-vo ice.shtml

Step 6 

Install Cisco CRA 3.1 on your CRA server.

See "Installing Cisco CRA 3.1."

Step 7 

If you are upgrading from CRA 2.(x) and you want to maintain existing profile information, use the LDAP conversion tool to convert configuration and Repository profiles.

See "Cisco CRA 2.x to 3.1 Profile Conversion."

Step 8 

If you are upgrading a standalone system from CRA 3.0(1) or from CRA 2.2(3) or earlier, use the clean_publisher command to delete replication agreements for non-existent servers.

See "The clean_publisher Command."

Necessary Information Table

During the process of installing Cisco CRA 3.1, you need to provide important configuration information about your network, your Cisco CallManager server, and other Cisco network resources such as CiscoWorks.

Gather the necessary configuration information before you begin the installation process.


Note   Make sure that your Cisco CallManager server name is a unique network name of 15 characters or less. The name can contain alpha and numeric characters, hyphens (-), and underscores (_), but it must begin with an alphabetical character. Follow your local naming conventions, if applicable.

To set up your Cisco CRA server, you need to gather the information that is listed in Table 2-3.

Table 2-3   Worksheet for Necessary Operating System Setup Information

Parameter Example Your Value

Username

Technology

 

Organization

Cisco Systems

 

Server name

CRA-PC

 

DNS1 domain name

cisco.com

 

Workgroup Name

or

Domain Username and Password

Domain1

 

Primary DNS server IP address

192.168.255.255

 

Secondary DNS server IP address

192.168.255.254

 

Primary WINS2 server IP address

192.150.255.255

 

Secondary WINS server IP address

192.150.255.254

 

IP Address for your Cisco IP IVR server

192.150.255.255

 

Subnet Mask for your Cisco IP IVR server

255.255.255.0

 

Default gateway for your Cisco IP IVR server

198.166.34.1

 

DNS name of the Cisco CallManager server

<servername>

 

Location of CiscoWorks server

DNS name or IP address

 

Location of backup server

DNS name or IP address

 

1Domain Name Service

2Windows Internet Naming Service

Usernames and Passwords Table

Many usernames and passwords are associated with Cisco CallManager and with Cisco CRA. Use Table 2-4 to record important usernames and passwords that you enter during the installation procedures. You will also need this information for configuration procedures that are described in Cisco Customer Response Applications Administrator Guide and in online Help.


Note   Cisco CRA will not install properly if the Windows administrator password or the SA account password include the space character.

Table 2-4   Cisco CRA and Cisco CallManager Usernames and Passwords

Type of User Description Username Password

Windows 2000 Administrator

Administrator for Windows 2000 operating system.

As you enter them, the Cisco CallManager and Cisco CRA Administrator passwords overwrite this password.

Administrator

 

Cisco CallManager Administrator

Administrator for Cisco CallManager.

The Cisco CRA Administrator password in a co-resident installation overwrites this password.

Administrator

 

LDAP Directory Administrator

Administrator for the LDAP directory in Cisco CallManager.

 

 

Cisco CRA Administrator

Administrator for Cisco CRA.

This password overwrites the Windows 2000 Administrator password and the Cisco CallManager password in a co-resident installation.

Administrator

 

JTAPI1 User

Cisco CallManager user that controls Cisco IP IVR CTI ports and route points.

 

 

RMCM User

Cisco CallManager user that controls Cisco IP ICD devices.

 

 

DB User

User for the ODBC (Open Database Connectivity) data source.

 

 

E-mail User

Administrative account on the mail server.

 

1Java Telephony Application Programming Interface