The Customer Response Solution CRS 3.0 exam (CRS 9E0-851) validates knowledge and skills needed for deploying the Customer Response Solutions (CRS) product. It covers tasks typically performed during Contact Center deployment including the deployment of IP IVR and IP ICD as a contact center solution.
Exam Topics
The following information provides general guidelines for the content likely to be included on this exam. However, other related topics may also appear on any specific delivery of the exam.
CRS Overview
Identify the Contact Center architecture elements and identify the functions of those elements
Describe how the CRS interacts with the Contact Center architecture elements
Describe the purpose/function of IP Telephony (LDAP) Directory
Describe the purpose/responsibilites/functions/capabilities of the CRS Server
Identify and describe the purpose/function of each of the CRS Subsystems
Describe the purpose/function of JTAPI Subsystem
Describe the purpose/function of Database Subsystem
Describe the purpose/function of Media Subsystem
Describe the purpose/function of ICD Resource Manager Subsystem
Describe the purpose/function of Application Subsystem
Describe the purpose/function of HTTP Subsystem
Describe the purpose/function of Email Subsystem
Describe the features of a call state
Explain the purpose and benefits of subflows for scripts
What are the details/categories for historical reporting?
Describe the serviceability features for the Cisco CRS
Describe the failover support for the Cisco CRS applications
Describe the purpose of the Cisco CRS Editor
Describe the process for how CRS applications are loaded
CRS Installation and System Configuration
List the steps/process for installing a CRS server
Identify the components to be configured for CRS
Describe the differences between and the purpose of CTI Ports and CTI Route Points
Identify the procedures for configuration of CTI Ports in Call Manager
Identify the procedures for configuration of CTI Route Points in Call Manager
Identify the procedures for configuration of the Cisco CRS Server
Identify the procedures for configuration of the JTAPI subsystem
Describe the purpose/function of CTI Port Group and how to configure
Describe the process to add CRS applications
Identify the procedures for configuration of Enterprise Database subsystem
Identify the procedures for configuration of the Email subsystem
Identify the procedures for configuration of the Media subsystem
Identify procedures for adding CRS type users
Identify procedures for adding JTAPI user
Identify procedures for adding RMCM user
Identify procedures for adding ICD user
Application Editor
Describe the layout and purpose of each window of the Cisco CRS Editor
Describe how to create and test applications/scripts/flows
Basic Steps
Define and describe the purpose of each of the basic steps
Describe how to configure the Play Prompt step
Caller Input
Define and describe the purpose and configuration of each of the Caller Input steps
Define the branches, purposes, and configurations of the Get_Digit_String and Menu step
Database Access
Define and describe the purpose and configuration of each of the Database steps
Define the branches, purposes, and configurations of the DB Read, DB Write, DB Get steps
Logical Operation
Define and describe the purpose and configuration of each of the Logical Operation steps
Caller Transfer Lab
Define and describe the purpose and configuration of each of the Caller Transfer steps
Define the branches, purposes, and configurations of the Redirect step
Java Objects
Define and describe the purpose and configuration of each of the JAVA steps
CRS Enhanced WorkFlow Steps
Define and describe the purpose and configuration of each of the Workflow steps
Automatic Speech Recognition
Describe the purpose and capabilities of Cisco CRS for Automatic Speech Recognition
Text-to-Speech
Describe the purpose and capabilities of Cisco CRS for Text-to-Speech
Email Operations
Define and describe the purpose and configuration of each of the Email steps
Create and send email messages and documents
ICD Overview and Configuration
Define the Cisco IP ICD product, capabilities, and limitations
Define the installation procedures for ICD, including CallManager configuration and agent desktops
Define and describe the purpose and configuration of each of the ICD steps
ICD Operations
Describe the features in ICD Enhanced
Describe the features available to supervisors and users
Determine what applications are used by supervisors and agents
Reports
Define Real Time Reporting
Specific Real Time Report Questions
Historical Reporting Description
Recommended Training
Courses such as Customer Response Solutions Deployment v3.0 (CRSD) are offered by Cisco Learning Partners—the only authorized source for Cisco IT training delivered exclusively by Certified Cisco Instructors. Check the Global Learning Partner Locator for a Cisco Learning Partner near you.
Additional Resources
A variety of Cisco Press titles are available and may be purchased through the Cisco Learning Store, directly through Cisco Press or their distributors.
