Getting Started with Cisco Customer Response Applications 3.1(1)
Installing Cisco CRA 3.1

Table of Contents

Installing Cisco CRA 3.1
Using the Product Activation Key to Register
Starting the LDAP Directory
Installing Windows 2000 Server
Transferring License Files to the CRA Server
Installing Cisco CRA 3.1 on the CRA Server
Accessing the CRA Administration Web Interface
Configuring Directory Information
Assigning Administrator Access Levels
Configuring the SNMP Trap Sender
Installing and Configuring the Cisco IP Telephony Applications Backup Utility
Installing Plug-Ins from the Application Server

Installing Cisco CRA 3.1


This chapter describes how to install the Cisco Customer Response Applications (CRA) 3.1 software.

You can install Cisco CRA 3.1 in either of these basic server configurations:

  • Dedicated installation—Install Cisco CRA alone on a server.
  • Co-resident installation—Install Cisco CallManager and Cisco CRA on the same server.

With either configuration, you may install all of the Cisco CRA components on one server.

This chapter includes the following topics:

Using the Product Activation Key to Register

After you install the operating system but before you install Cisco CRA 3.1, you need to register your purchase.

Your copy of Cisco CRA 3.1 includes a unique Product Activation Key (PAK) that you use to register your product purchase. You can find the PAK on the sleeve that contains CD 1.

If you have already installed Cisco CRA and are purchasing additional product licenses, you will receive a Software License Claim Certificate that provides a PAK for the additional licenses.

After you register your purchase, you will receive a confirmation e-mail that contains the appropriate license file(s). The Cisco CRA installer uses the license files to validate your product purchase and to determine which components to install on your server.

To register your PAK on the Cisco Connection Online Customer Registration web page, follow these steps:

Procedure


Step 1   Locate your Product Activation Key (PAK).

Your PAK is on the sleeve that contains CD 1 or, if you have already installed CRA 3.1 and you are adding components, on the Software License Claim Certificate that you received with your order.

Step 2   If you are a registered user of Cisco Connection Online, use this URL to access the Cisco Connection Online Customer Registration web page:

http://www.cisco.com/pcgi-bin/Software/FormManager/formgenerator.pl

If you are not a registered user of Cisco Connection Online, use this URL to access the Cisco Connection Online Customer Registration web page:

http://www.cisco.com/pcgi-bin/Software/FormManager/formgenerator.pl

The Cisco Connection Online Customer web page appears.

Step 3   Enter your customer information and PAK.

The registration page validates your order and e-mails the appropriate license file(s) to you.





Starting the LDAP Directory

Before you install Cisco CRA, you must make sure that the Lightweight Directory Access Protocol (LDAP) directory is running.

To confirm that LDAP is running, perform the following procedure on the LDAP server:

Procedure


Step 1   From your Windows desktop, choose Start > Programs > Administrative Tools > Services.

The Services window appears.

Step 2   Locate the DC Directory Server service.

The Status column displays Started if the LDAP directory is running and Stopped or Paused if the directory is not running.

When you have confirmed that the LDAP directory is running, you are ready to install the Windows 2000 Server.





Installing Windows 2000 Server

Before you install Cisco CRA 3.1, you must install the Windows 2000 Server operating system on the server that will become your CRA server.


Note   For ICS 7750 configurations, skip this section and go to the "Transferring License Files to the CRA Server" section.

To install the Windows 2000 Server operating system, refer to Installing the Operating System on the Cisco IP Telephony Applications Server, available at this URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/iptel_os/install/os20002 4.htm

Transferring License Files to the CRA Server

After you registered your Cisco CRA purchase, you received a confirmation e-mail that contains the appropriate license file(s). To transfer these license files to the CRA server, perform the following steps.


Note   If you will install Nuance Speech Server software, make sure that your license files include the appropriate Speech Server license file(s). You must transfer those files to the Cisco CRA server before you install Cisco CRA.

Procedure


Step 1   Create a folder on the C:\ drive of your CRA server to store your license files (for example, CRA Licenses) and copy the license files into this folder.

Step 2   Use a floppy disk or network connection to transfer the license files.

You are now ready to install Cisco CRA 3.1.





Installing Cisco CRA 3.1 on the CRA Server

To install Cisco CRA 3.1 on the CRA server, perform the following steps.


Caution   If you are performing a co-resident installation, you must install Cisco CallManager Release 3.3 on the shared server before you install Cisco CRA 3.1.

Procedure

Step 1   Insert the Cisco Customer Response Solutions CD-ROM 1.

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 in the Cisco CRA Installation Wizard window. The check boxes in this pane vary, depending on your license. Figure 3-1 and Figure 3-2 show examples.


Figure 3-1   Cisco CRA Installation Wizard—Cisco CRA Component Distribution Pane for Cisco IP ICD Standard or Cisco IP IVR



Figure 3-2   Cisco CRA Installation Wizard—Cisco CRA Component Distribution Pane for Cisco IP ICD Enhanced


Step 6   In the Cisco Customer response Applications Component Distribution pane, select the components to install on your server.

  • If you are installing Cisco IP ICD Standard or Cisco IP IVR
  • If you are installing Cisco IP ICD Enhanced
    • Make sure that the CRA Server check box is checked.
    • Do not check the Remote Database Server check box. This check box is provided so that you can use a dedicated historical reports database server. If you will use such a server, you will need to run the Cisco CRA installation program again on the dedicated server. See "Dedicated Servers for Databases, ICD Call Statistics, Monitoring, and Recording," for more information.
    • If you will use the CRA server for ICD call monitoring, check the VoIP Monitor Server check box. If you will also use the CRA server for ICD call recording and to maintain ICD statistics, check the ICD Record/Statistics Server check box.

If you will use a dedicated server or servers for these functions, do not check these check boxes. In this case, you will need to run the Cisco CRA installation program again on each dedicated server. See "Dedicated Servers for Databases, ICD Call Statistics, Monitoring, and Recording," for more information.

If you do not check these check boxes and if you are upgrading from a previous version of Cisco CRA, monitoring and recording, if enabled on the computer on which you are installing Cisco CRA, will be disabled.

Step 7   Click Next.

If you are reinstalling Cisco CRA after uninstalling it, 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 database will be deleted. In addition, configuration data, if set, for a Historical Reports Database Server will be removed. Choose this option if you want to remove all historical data from the CRA system. In this case, if you have set up a Historical Reports Database Server, you will also need to uninstall and then reinstall Cisco CRA on the Historical Reports Database Server. If you click No, the system will continue to use exiting CRA databases and maintain existing configuration information, if set, for a Historical Reports Database Server.


Caution   If you receive this dialog box and if you click Yes, you will delete all historical and configuration data.

The Cisco Call Manager Database Location pane appears, as shown in Figure 3-3.


Figure 3-3   Cisco CRA Installation Wizard—Cisco Call Manager Database Location Pane


Step 8   To enter your Cisco CallManager database information, take one of the following actions:

  • For a co-resident installation
    • Click the This server radio button.
    • For a standard SQL installation, do not change the default value in the SQL Admin Username field.
    • In the SQL Admin Password field, enter the administrator password for the database.
  • For a dedicated server installation
    • Click the A different server radio button.
    • In the CallManager Hostname field, enter the host name of the Cisco CallManager on which the database will reside or click Browse to locate the host name.
    • In the Windows Username and Windows Password fields, enter the Windows user name and password for the Cisco CallManager on which the database will reside.
    • In the SQL Username and SQL Password fields, enter the SQL username and password for the database.
    • Click Next.

The Cisco Installation Wizard dialog box appears.

  • Click Yes to connect to the Cisco CallManager database.

Step 9   Click Next.

If the Cisco JTAPI Client is not installed on the CRA server, the message JTAPI Client version will be installed on this server appears in a dialog box. Click OK. The Cisco JTAPI client gets installed and the Cisco Customer response Applications Language Selection pane appears, as shown in Figure 3-4.

If the Cisco JTAPI Client is installed on the CRA server, the installation program compares it the to the version of the Cisco JTAPI Client that the Cisco CallManager provides. The installation program then takes one of these actions:

  • If the Cisco JTAPI Client versions are the same, the Cisco Customer Response Applications Language Selection pane appears, as shown in Figure 3-4.
  • If the Cisco JTAPI Client that the Cisco CallManager provides is later than the version on the CRA server, the installation program displays a dialog box that asks for permission to upgrade the Cisco JTAPI Client on the CRA server. Click OK in this dialog box to upgrade. After the upgrade completes, the Cisco Customer response Applications Language Selection pane appears, as shown in Figure 3-4.
  • If the Cisco JTAPI Client that the Cisco CallManager provides is earlier than the version on the CRA server, the installation program asks for permission to downgrade the Cisco JTAPI Client on the CRA server. Follow the onscreen prompts to downgrade the Cisco JTAPI Client on the CRA server. When you are prompted to reboot the CRA server, click Yes. After the server reboots and you log in to Windows, the CRA installation program restarts. Go to back to Step 2 in this section to continue the CRA installation.

Figure 3-4   Cisco CRA Installation Wizard—Language Selection Pane


Step 10   From the Language CODEC drop-down list, choose the CODEC that you want to use for all languages that you will install.


Note    If you will use ASR and TTS, you must choose G.711 from this drop-down list. ASR and TTS will not function with the G.729 codec.

Step 11   In the Language Group area, select a language group to install.

A list of languages available for the language group you selected appears, as shown in Figure 3-4.

Step 12   In the Language area

  • Check the Country Specific check box for each language that you want to install. A country-specific language includes appropriate rules for dates, times, currency, and so on, for the designated country.
  • If you will create a custom country-specific language, check the Group Default check box next to a language to use as a base for your custom country-specific language.

Step 13   Repeat Steps 11 and 12 for each language group that you want to install.


Note    If you will install Nuance ASR, in Steps 11 and 12 you must install the language group and country-specific language for each language that you will use with Nuance ASR.

Step 14   Click Next.

  • If you are installing Cisco IP IVR, go to Step 25.
  • If you are installing Cisco IP ICD, the ICD Configuration pane appears, as shown in Figure 3-5.

Note    Based on your installation choices, the fields in your ICD Configuration pane may differ from those in this example pane.


Figure 3-5   Cisco CRA Installation Wizard—ICD Configuration Pane


Step 15   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.

Step 16   If you will use the CRA server for ICD call recording and monitoring, in the VoIP Monitor DB Login Info area, enter the appropriate 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.

Step 17   From the Language drop-down menu, choose a default language for the Cisco Agent Desktop and the Cisco Supervisor Desktop.

Step 18   In the Dial Plan Settings area, 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 19   Click Next.

The ICD Directory Server Configuration pane appears in the Cisco CRA Installation Wizard window. Figure 3-6 shows an example of this pane that is filled out for DC Directory. Figure 3-7 shows an example of this pane that is filled out for the Active Directory tree shown in Figure 3-8.


Figure 3-6   Cisco CRA Installation Wizard—ICD Directory Server Configuration Pane, Filled In for DC Directory



Figure 3-7   Cisco CRA Installation Wizard—ICD Directory Server Configuration Pane, Filled In for Active Directory



Figure 3-8   Example Active Directory Tree


Step 20   To enter LDAP server information for ICD, take one of the following actions:

  • For a co-resident installation, make sure that the Use this server's LDAP check box is checked. Accept the default LDAP port number (8404), Base Context, User Search Base, and Directory Administration DN. Then, enter the directory manager password in the Directory Administrator Password field.
  • For a dedicated server installation:
    • Uncheck the Use this server's LDAP check box.
    • In the LDAP Family pane, click the DC Directory radio button to choose the DC Directory, click the Active Directory radio button to choose the Active Directory, or click the iPlanet LDAP radio button to choose the iPlanet LDAP.
    • In the LDAP Host field, enter the LDAP host name for your network if this name does not appear.
    • If you clicked the DC Directory radio button, accept the default LDAP port number (8404), Base Context, User Search Base, and Directory Administration DN. Then, enter the directory manager password in the Directory Administrator Password field.
    • If you clicked the Active Directory radio button, enter valid values in the LDAP Port, Base Context, User Search Base, Directory Administration DN, and Directory Administrator Password fields.
    • If you clicked the iPlanet LDAP radio button, enter valid values in the LDAP Port, Base Context, User Search Base, Directory Administration DN, and Directory Administrator Password fields.

Step 21   Click Next.

The CTI Manager Locations pane appears, as shown in Figure 3-9.


Note    In most cases, the CTI Manager A area will be populated with Hostname and Administrative User ID information.


Figure 3-9   Cisco CRA Installation Wizard—CTI Manager Locations Pane


Step 22   In the CTI Manager A area, either accept the default information for the primary CTI manager or enter a Hostname, Administrative User ID, and Administrative Password.

Use this area to maintain a CTI manager and JTAPI connection between Cisco CRA and Cisco CallManager.

Step 23   In the CTI Manager B area, enter a Hostname, Administrative User ID, and Administrative Password for the secondary CTI manager, if needed.

The secondary CTI manager gets used for failover if the primary CTI manager encounters a problem.

Step 24   Click Next.

The Ready to Install Cisco Customer Response Applications pane appears.

Step 25   Click Next to begin installing the CRA software. If the installation program instructs you to insert other CD-ROMS, follow the onscreen instructions.

Step 26   When the system prompts you to enter a new SA account password, enter and confirm the SA account password, and then click OK.

This password should not consist of only the space character.


Note    For a co-resident configuration, enter the same Administrator and SA account passwords that are used for your OS and Cisco CallManager configuration.

Step 27   If a dialog box appears confirming a new SA password, click OK.

Step 28   Click Yes to reboot the system.

After the server reboots, the Customer Response Applications Administration login window appears.

You are now ready to log in to the Cisco CRA 3.1 Administration web interface.





Accessing the CRA Administration Web Interface

After you install Cisco CRA 3.1, log in to the CRA Administration web interface. You use the CRA Administration web interface to administer the Cisco CRA 3.1 Engine and your Cisco CRA applications from a web browser on any computer on the network.

You can use the CRA Administration web interface to perform many administrative tasks. You can, for example,

  • Start and stop the CRA Engine
  • Configure system parameters
  • Monitor application activity
  • Add and modify CRA applications
  • Manage scripts
  • Download plug-ins
  • Access real-time reporting and historical reporting

Caution   If you are converting to CRA 3.1 from 2.x and you want to maintain your existing profiles, you must exit the CRA Administration web interface now and then run the LDAP conversion utility as described in "Upgrading Cisco CRA and Cisco CallManager." After you run this utility, perform the following steps to connect to the Cisco CRA Administration web interface.


Note   Complete the following procedure before you bookmark the Authentication Login web page.

To connect to the Cisco CRA Administration web interface for the first time, follow these steps:

Procedure

Step 1   Take one of the following actions:

  • From the computer that is running the CRA server, choose Start > Programs > Cisco CRA Administrator > Application Administrator.
  • From a remote computer, use your web browser to enter the following URL, where servername is the DNS name or the IP address of your Cisco CRA server:

http://servername/AppAdmin

The CRA Administration Authentication web page appears.

Step 2   Enter Administrator as your user identification, enter ciscocisco as your password, and then click Log On.

This user identification and password are case-sensitive. Enter them exactly as shown, including the uppercase "A" in "Administrator."


Note    Use this login name and password only during the first-time setup process.

The Cisco CRA Administrator Setup web page appears. Use this web page to perform one-time setup tasks.

You are now ready to perform the first setup task, which is to establish the Directory server settings on a Cisco CRA server.





Configuring Directory Information

The Cisco IP Telephony Directory server stores configuration information and Cisco CRA scripts in the DC Directory.


Note   For alternate directory configuration information, see "Alternative Directory Setup Configurations."

The Cisco CRA server can also receive directory information from a Cisco IP Telephony Directory and application configuration and script logic from a Repository on another server. In this scenario, the Directory and Repository have different configurations.


Note   For ICS 7750 configurations, use the IP address of the Cisco IP Telephony Directory server.

For efficient management of resources, the Cisco IP Telephony Directory server stores each type of configuration as a profile.

If a CRA server fails or you reallocate Cisco CRA servers, you can upload a directory profile from the Cisco IP Telephony Directory to a replacement Cisco CRA server.

Only one Cisco CRA server at a time can use configuration profiles; however, Repository profiles can be shared across multiple Cisco CRA servers.

To establish the directory server settings on a new Cisco CRA server, follow these steps:

Procedure

Step 1   If necessary, connect to the Cisco CRA Administration web interface and log in.

For more information, see the "Accessing the CRA Administration Web Interface".

The Cisco CRA Administration Setup web page appears.

Step 2   Click Setup.

The first Configuration Setup area appears in the Directory Setup web page, as shown in Figure 3-10.


Figure 3-10   Directory Setup Web Page—First Configuration Setup Area


Step 3   Enter directory configuration information as described in Table 3-1 .

Table 3-1   Directory Configuration Information

Field Description Default for DC Directory

Directory Host Name

Host name or IP address of the Cisco IP Telephony Directory server or servers where the configuration and respository profiles will reside.

Cisco CRA lets you configure multiple DC Directory servers, in order of priority, to be used if a failover occurs. If a failover occurs, the CRA server will attempt to use the first alternative DC Directory server that you have configured, then the second server, and so on.

Each DC Directory server must be in the same cluster.

To specify multiple DC Directory servers, first enter the IP address or the host name of the DC Directory publisher. Then, enter the IP addresses or host names of the alternative DC Directory servers in the order that they should be used if a failover occurs. Separate each IP address or host name in the Directory host name field with a semicolon (;), a coma (,), or a space.

Note If you are using multiple DC Directory servers, the DC directory publisher must be running when you set up CRA and when you add, delete, or modify any CRA configuration information.

 

Directory Port Number

Port number of the Cisco IP Telephony Directory.

8404

Directory User (DN)

User name (called the distinguished name) that is configured on the directory server for the user with permission to modify the Cisco IP Telephony tree and object entries.

cn=Directory Manager, o=cisco.com

Directory Password

Password for the directory user.

ciscocisco

User Base

Branch of the Cisco IP Telephony Directory tree that contains user information.

ou=Users, o=cisco.com

Base Context

Branch of the Cisco IP Telephony Directory tree that contains the Cisco configuration information.

o=cisco.com

Server Type

Type of LDAP directory: MS Active Directory, Netscape Directory Server 4.0, or DC Directory.

DC Directory

Step 4   Click Next.

The second Configuration Setup area appears in the Directory Setup web page, as shown in Figure 3-11.


Figure 3-11   Directory Setup Web Page—Second Configuration Setup Area


Step 5   If you are converting to CRA 3.1 from CRA, 2.x, and you want to use existing profile names, choose the profile names from the Profile Name drop-down menu, and then click Edit.


Note    Before you can use existing profiles from CRA 2.x, you must run the LDAP conversion utility as described in "Upgrading Cisco CRA and Cisco CallManager."

Step 6   To enter a new profile name, click Edit.

The Explorer User Prompt dialog box appears.

Step 7   Enter a new profile name and then click OK.

The Explorer User Prompt dialog box closes, and the new profile appears in the Profile Name text field in the second Configuration Setup area.

Step 8   Repeat Steps 6 and 7 until you have entered all the necessary profile names.

Step 9   Click Next.

The third Configuration Setup area appears, as shown in Figure 3-12.


Figure 3-12   Directory Setup Web Page—Third Configuration Setup Area


Step 10   Depending on your setup needs, take one of the following actions:

  • To create the Repository profile by using the same profile that the configuration has, click the Use the default Repository profile radio button.
  • To maintain separate configuration and Repository profiles, click the Use a different Repository profile radio button.

The Directory Information window appears and prompts you to enter directory information for the Repository profile.

  • Enter the information for the new Repository profile and click Next.
  • In the fourth and fifth Configuration Setup areas, continue to enter configuration information that is appropriate for your Repository profile.

Step 11   Click Next.

The User Maintenance web page appears.

You are now ready to assign administrator access levels.





Assigning Administrator Access Levels

To assign administrator privileges to users, follow these steps:

Procedure

Step 1   In the User Maintenance web page, shown in Figure 3-13, choose Administrator from the Group drop-down menu.


Figure 3-13   User Maintenance Web Page


Step 2   In the CMUsers list box, select an available Cisco CallManager user and then click < to move that user to the CRA Administrator/Supervisor list box.

A label that identifies the user as an administrator now follows the user name, as shown in Figure 3-14.


Figure 3-14   Administrator/Supervisor List Box Area



Note    You must specify at least one Administrator to be able to update the CRA system.

Step 3   Click Finish to complete the user maintenance process and initialize configuration and Repository profiles.

The sixth Configuration Setup area appears and displays your configuration choices.

Step 4   Close your web browser and then reconnect to the Cisco CRA Administration web interface.

Step 5   From the CRA Administration Authentication web page, log in to the system again by using the administrator user name and password that you created in Cisco CallManager and configured as an Administrator in Cisco CRA.


Note    The login name Administrator and the password ciscocisco are no longer valid.

The Cisco Customer Response Applications Administration web page appears.

You are now ready to begin the process of provisioning your system. To provision your system, refer to Cisco Customer Response Applications Administration Guide.





Configuring the SNMP Trap Sender

You can configure security settings for the SNMP traps to make sure that only authorized systems can access this information. Community strings serve as passwords for SNMP information; a system can exchange SNMP information only with systems in the same community. You can also specify whether systems can only read information or can read and write SNMP information as well as set valid sources for SNMP requests.

For more information about the Alarm Service or SNMP Traps in Cisco CRA, refer to Cisco Customer Response Applications Troubleshooting Guide.

To use SNMP traps, configure the Cisco CRA server with the SNMP trap destination by following these steps:

Procedure

Step 1   From the Windows desktop, choose Start > Settings > Control Panel.

The Control Panel window appears.

Step 2   Double-click Administrative Tools.

The Administrative Tools window appears.

Step 3   Double-click Services.

The Services window appears.

Step 4   Right-click the SNMP Services option, and then choose Properties.

The SNMP Service Properties dialog box appears, as shown in Figure 3-15.


Figure 3-15   SNMP Service Properties Dialog Box


Step 5   Click the Traps tab.

The Traps tab appears, as shown in Figure 3-16.


Figure 3-16   SNMP Service Properties Dialog Box—Traps Tab


Step 6   In the Community name field, enter the community name to which this computer will send trap messages.

Community names are case-sensitive.


Note    You must configure at least one community string, or SNMP will not respond to requests.

Step 7   Click Add to List.

Step 8   In the Trap Destinations area, click Add.

The SNMP Service Configuration dialog box appears, as shown in Figure 3-17.


Figure 3-17   SNMP Service Configuration Dialog Box


Step 9   Enter the IP address or the host name of the trap destination and then click Add.

Step 10   Repeat Steps 6 through 9 for each trap destination that is required.

Step 11   Click OK to apply your changes and exit the SNMP Service Properties window.





Installing and Configuring the Cisco IP Telephony Applications Backup Utility

After you install Cisco CRA, you must install and configure the Cisco IP Telephony Applications Backup Utility.

If you are upgrading Cisco CRA and have already installed and configured this utility as part of the upgrade procedure, skip this section.

When installing the Cisco IP Telephony Applications Backup Utility, follow these guidelines:

  • In a co-resident installation,
    • Install the utility on the Cisco CRA server, which will also become the backup server.
    • Set the CRA server as the backup server during installation of the utility.
  • In a standalone installation,
    • Install the utility on the Cisco CallManager server and set that server as a backup server during installation.
    • Also install the utility on the Cisco CRA server and set that server as a backup target during installation.

Installing the Cisco IP Telephony Applications Backup Utility

To install the Cisco IP Telephony Applications Backup Utility, perform the following steps:


Note   You must have a Cisco Connection Online (CCO) username and password to obtain this utility from the web.

Procedure

Step 1   Go to this URL:

http://www.cisco.com/public/sw-center/sw-voice.shtml

Step 2   Click the Version 3.1 hyperlink.

Step 3   Click the Download IP IVR/AA Cryptographic Software and Operating System Updates hyperlink.

Step 4   Click the Apply for 3DES Cisco Cryptographic Software under exportlicensing controls hyperlink.

Step 5   Complete and submit the online form.





For additional information and procedures for installing and configuring the Cisco IP Telephony Applications Backup Utility, refer to the latest version of Using Cisco IP Telephony Applications Backup Utility, available at this URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/backup/index.htm


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

Configuring the Cisco IP Telephony Applications Backup Utility

To configure the Cisco IP Telephony Applications Backup Utility to back up the Cisco CRA server, follow these steps on the backup server:


Step 1   If the Cisco IP Telephony Applications Backup System icon appears in the status area on your Windows taskbar, right-click this icon and choose Configure settings.

Otherwise, choose Start > Programs >Cisco IP Telephone Applications Backup > Backup Configuration.

The Cisco IP Telephony Applications Backup Utility Configuration window appears.

Step 2   Choose the CRA tab.

Step 3   Add the Cisco CRA 3.1 host name in the CRA Targets area and verify the connection.

The Cisco IP Telephone Applications Backup Utility now performs all backup or restore operations.





Installing Plug-Ins from the Application Server

You can use a web browser to download the following plug-ins from the CRA Application Administration web interface:


Note   Available plug-ins depend on the Cisco CRA package that you purchased.

  • Cisco CRA Editor—Application for developing Cisco CRA application scripts.

For more information, refer to Cisco Customer Response Applications Developer Guide.

  • Cisco IP ICD Agent Desktop—Application that ICD phone agents run on desktop PCs to monitor ICD extensions and manipulate availability states.

For more information, refer to Cisco Customer Response Applications Agent Desktop Plug-in Tasks.

  • Cisco Historical Reporting—Detailed information on the call activities of your Cisco CRA system.

For more information, refer to Cisco Customer Response Applications Historical Reports User Guide and to Cisco Customer Response Applications Administrator Guide.


Note    The Cisco CRA Historical Reports client system must be the same version as the Cisco CRA system.