Getting Started with Cisco Customer Response Applications 3.1(1)

Table of Contents

Related Documentation
Obtaining Documentation
Obtaining Technical Assistance
Obtaining Additional Publications and Information


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.


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.


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.



Explanations of terms that may be new to you.

1Automatic Speech Recognition


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


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