Table of Contents

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:

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

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

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 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

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.

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

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.

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

The Cisco Installation Wizard dialog box appears.

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:

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

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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.

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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

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

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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.

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Step 14   Click Next.

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

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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.

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

Step 21   Click Next.

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

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

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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.

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

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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,

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

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."

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

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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

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.

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

Step 4   Click Next.

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

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.

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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."

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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.

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

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

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

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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.

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

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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

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.

Step 5   Click the Traps tab.

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

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

Community names are case-sensitive.

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

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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.

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:

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

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:

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.

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

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

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

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

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