Getting Started with Cisco Customer Response Applications 3.1(1)

Table of Contents






Automatic Call Distribution. A feature that automatically routes incoming calls to the next available or longest idle agent or attendant in a line hunt group.


Signals that declare the run-time status and state of the Cisco CRA system and provide information for troubleshooting. Alarms can be forwarded to a Syslog server, to an SNMP trap subagent, or to a Windows Event Log.

Alarm catalog

A file that contains alarms definitions.

Alarm definition

A list of alarms and their properties. The definition for each alarm includes the alarm name, a description, an explanation, recommended actions, and related information.

Alarm message

An alarm name followed by the reason for the alarm or the module name.

Alarm service

A Windows service that receives alarms from the Cisco CRA Engine and its subsystems.


A program that helps you accomplish a specific task; for example, a word processing program, a spreadsheet program, or an FTP client. Applications should be distinguished from system programs, which control the computer and run applications, and utilities, which are small assistance programs.

Application Engine

A group of Java beans that can be combined in many ways to create applications such as IP IVR. The Application Engine is the execution vehicle for Cisco IP IVR scripts.

Architecture for Voice, Video and Integrated Data



Automatic Speech Recognition. A technology that allows users of IVR systems to speak entries rather than enter numbers on a keypad.

ASR Client

A component of ASR that must reside on the Cisco CRA server.

ASR Server

A component of ASR that may reside either on the Cisco CRA server or on a separate server.

Automatic Call Distribution

See ACD.

Automatic Speech Recognition

See ASR.


Architecture for Voice, Video and Integrated Data. The foundation of the Cisco converged enterprise communication network.



CallManager PG

The Peripheral Gateway used in the Cisco ICM subsystem to monitor and interpret for Cisco CallManager and the CTI Server.

call control group

Allows you to control how the Cisco CRA system uses CTI ports.

call queuing

A method of handling calls until they can be answered by an agent.


Cisco Discovery Protocol. Media- and protocol-independent device-discovery protocol that runs on all Cisco-manufactured equipment including routers, access servers, bridges, and switches. Using CDP, a device can advertise its existence to other devices and receive information about other devices on the same LAN or on the remote side of a WAN. CDP runs on all media that support SNAP, including LANs, Frame Relay, and ATM media.

Cisco AVVID Alarm Service

A Windows service automatically installed as part of Cisco CRA installation that receives alarms about system events from the Cisco CRA Engine and its subsystems. These alarms are defined in XML format in files called catalogs, which are set up as part of the Cisco CRA installation process.

Cisco CRA

A platform that offers integrated application functionality, including Cisco IP ICD for ACD functionality such as agent routing and queuing, Cisco IP IVR for call treatment and self-help automation, and Cisco IP QM, an option for an IP Contact Center that provides call treatment to calls in queue.

Cisco CRA Engine

Execution vehicle for Cisco IP IVR flows. The Cisco CRA Engine can run multiple flows simultaneously. Upon startup, the Cisco IP IVR Application Engine loads all flows and configuration information from the LDAP directory. Individual flows can be updated in real time and manually pushed to the Cisco CRA Engine without restarting the engine. Flows that are running when a download occurs will not be affected by updates; they will run to completion with the pre-update logic. One Cisco CallManager can support multiple Cisco CRA engines, but the Cisco CRA engines bind to only one Cisco CallManager.

Cisco CRA Editor

A Windows tool with which application designers create new flows or modify existing flows. The visual scripting tool allows designers to drag and drop flow steps from a palette into the main design window.

Cisco Discovery Protocol

See CDP.

Cisco Media Termination

See CMT.

Cisco CRS

Cisco Customer Response Solutions. See Cisco CRA.

Configuration Directory

Stores configuration information. Located in the LDAP directory

Contact Service Queue

See CSQ.

Cisco Secure Telnet

A secure and proprietary telnet and FTP program to complete a standard telnet and FTP session.


Cisco CallManager Management Information Base. Exports the data in the Cisco CallManager database and other data sources. Examples of data exports include Cisco CallManager group tables, region tables, time zone group tables, phone detail tables, gateway information tables, and status traps.


Cisco Discovery Protocol Management Information Base. Used by CiscoWorks to discover the Cisco CallManager server and to retrieve information from variables such as interface table and device ID.


Cisco Voice Applications Management Information Base. Provides information about supported SNMP traps.


A line of products that provides solutions for the wide-area and local-area operations of enterprise networks. The LAN Management Solution offers advanced management of Catalyst multilayer switches. The Routed WAN Management Solution provides monitoring, traffic management, and access control to administer the routed infrastructure of multiservice networks. The Service Management Solution manages and monitors service-level agreements. The VPN/Security Management Solution optimizes VPN performance and security administration.


Cisco Media Termination. An option to terminate the media on an agent's personal computer.


Coder/Decoder. A sampling and compression algorithm.

Configuration file

A file containing information for a computer or an application.


A connection with a remote customer.


Contact Service Queue. In Cisco IP ICD, a CSQ is a call queue associated with one and only one Cisco CallManager CTI Route Point.


Comma-separated value. A text file format used as a way of recording database fields.

Comma-Separated Value

See CSV.


Computer Telephony Integration. The name given to the merger of traditional telecommunications (PBX) equipment with computers and computer applications. The use of caller ID to retrieve customer information automatically from a database is an example of a CTI application.

CTI Port

A virtual port, analogous to a trunk line in a traditional ACD or PBX setting. A CTI Port allows access to the post-pouting capabilities of Cisco IP IVR.

CTI Port Group

A group of access points into the IPCC telephone network. Use CTI Port Groups to associate Cisco IP IVR translation routes, post-routes, busy treatments, and reroute on ring-no-answer with a Cisco ICM trunk group.

CTI Route Point

A virtual device that can receive multiple simultaneous calls for the purpose of application-controlled redirection.


A window used to configure the properties of a step in the Cisco CRA Editor.



Data type

In a programming language, a set of data with values having predefined characteristics. Examples include integer, floating point unit number, character, string, and pointer. Usually, a limited number of such data types come built into a language. The language usually specifies the range of values for a given data type, how the values are processed by the computer, and how they are stored.

Default script

A script that gracefully terminates a call in the event of an error in the main script.

Deployment Scenario

A set of Cisco CRA features and options on a server or servers.

directory profile

For each Cisco IP IVR system, a directory profile must be created. The directory profile contains the directory host name or IP address, directory port number, directory user (DN), directory password, base context, server type, and configuration profile name. There are two directories associated with each Cisco IP IVR system: the Configuration Directory and the Repository.

Dual Tone Multi-Frequency



Dual Tone Multi-Frequency. The signal to the telephone company that is generated when you press a key on a telephone keypad. With DTMF, each key you press on your phone generates two tones of specific frequencies. So that a voice cannot imitate the tones, one tone is generated from a high-frequency group of tones and the other from a low-frequency group.




An occurrence that is significant to an application and that may call for a response from the application.

Excel (XLS) format

Format of data in the Microsoft Excel spreadsheet application.


A formula, evaluated when a Cisco CRA script executes, to determine the value of a variable.


To convert a file from the format of one application to the format of another application, or to move data out of one file and import it into another file.



Field (also database field)

An item in a database record. For example, Name, City, or Zip Code. A group of fields make up a record.




A set of spoken phrases or DTMF digits that can be recognized by a script.


Graphical user interface.



Historical Reports Database Server

Dedicated server that stores Cisco CRA databases for historical reporting.



ICD Call Monitoring Server

Dedicated server that provides for call monitoring.

ICD Call Statistics, Recording, and Monitoring Server

Dedicated server that maintains Cisco ICD call statistics and that provides for recording and call monitoring for Cisco ICD Enhanced.


Intelligent Contact Management. The Cisco IPCC component that is responsible for making routing decisions and performing ACD functions.

ICM subsystem

A subsystem of the Cisco IP IVR system that allows that system to interact with Cisco ICM software. Cisco ICM provides a central control system that directs calls to various human and automated systems, such as Voice Response Units (VRUs) and ACDs.

Interactive Voice Response

See IVR.


Internet Protocol Contact Center. The Cisco IPCC system is part of Cisco AVVID. IPCC functions as a virtual ACD. Capabilities of Cisco IPCC include intelligent multichannel contact routing, ACD functionality, network-to-desktop CTI, IVR integration, call queuing, and consolidated reporting.


IP Integrated Contact Distribution. Cisco IP ICD provides contact center solutions for one to 75 agents. Available in Cisco IP ICD Standard and Cisco IP ICD Enhanced.

IP Phone Agent

An ICD agent without a personal computer. The agent logs in, logs out, and changes states using the Telecaster screen.

IP Queue Manager

Cisco IP Queue Manager. An IP-based call treatment and routing solution that provides powerful call-treatment options as part of the Cisco IPCC solution.


Interactive Voice Response. A systems that provides information as recorded messages over telephone lines in response to user input in the form of spoken words or, more commonly, DTMF signaling.



Java Database Connectivity


Java Telephony Application Programming Interface



Java Database Connectivity. A Java API that enables Java programs to execute SQL statements, allowing Java programs to interact with any SQL-compliant database. Because nearly all relational DBMSs support SQL, and because Java itself runs on most platforms, JDBC makes it possible to write a single database application that can run on different platforms and can interact with different database management systems (DBMSs). JDBC is similar to Open Data Base Connectivity (ODBC) but is designed specifically for Java programs, whereas ODBC is language-independent.


Java Telephony Application Programming Interface. A call control model developed by Sun Microsystems

JTAPI call control groups

A pooled series of CTI ports that the Cisco CRA system uses to serve calls as they arrive at the Cisco CRA server.




Lightweight Directory Access Protocol. An online directory service protocol defined by the Internet Engineering Task Force (IETF). LDAP is a simplification of Directory Access Protocol (DAP).

LDAP directory

A collection of attributes with a unique identifier. The unique identifier is called a distinguished name (DN). The directory system is in a hierarchical structure.

Lightweight Directory Access Protocol


Log file

A file that keeps track of the activity of a computer or an application.




Media Convergence Server. A turnkey server platform for Cisco AVVID.

Media Termination

See CMT.

Management Information Base

See MIB.

Media Convergence Server

See MCS.


Management Information Base. Database of network management information that is used and maintained by a network management protocol, such as SNMP or CMIP. The value of a MIB object can be changed or retrieved using SNMP or CMIP commands, usually through a GUI network management system. MIB objects are organized in a tree structure that includes public (standard) and private (proprietary) branches.




A grouping of steps in the Cisco CRA Editor.


A part of a window that is devoted to a specific function.


Portable Document Format. A file format that has captured all the elements of a printed document as an electronic image that you can view, navigate, print, or forward to someone else. PDF files are created using Adobe Acrobat, Acrobat Capture, or similar products.


Peripheral Interface Manager. The Cisco proprietary interface between a peripheral device and the Peripheral Gateway.


In a communications network, a logical channel identified by its unique port number.


Process of making a routing decision after a call reaches a termination point.


Process of making a routing decision before a call reaches a termination point.


A message from a computer that asks the operator to do something, such as enter a command, enter a password, or enter data, or that indicates that the computer is ready to accept input.


To delete both a set of data and all references to the data.



Real-Time Transport Protocol

See RTP.

Record (also database record)

In a database, a group of fields that make up one complete entry. For example, record about a customer might contain fields for name, address, and telephone number.


The subdirectory in the LDAP directory where Cisco IP IVR scripts are stored. You manage Cisco IP IVR scripts with the Repository Manager.


Agent enabled to handle ICD calls.

Resource group

A set of related resources.


Rich Text Format. A way of formatting text designed by Microsoft and intended to be a standard for exchanging documents between different programs. Special symbols indicate characteristics such as bold, italic, the formatting of paragraphs.


Real-Time Transport Protocol. One of the IPv6 protocols. RTP is designed to provide end-to-end network transport functions for applications transmitting real-time data, such as audio, video, or simulation data, over multicast or unicast network services. RTP provides services such as payload type identification, sequence numbering, time stamping, and delivery monitoring to real-time applications.




A program that resides on a CRA Historical Reports client computer. The Scheduler maintains information about each scheduled report, including when the report should execute and what information the report should contain. The scheduler also executes scheduled reports at their scheduled times, based on the time and date of the CRA Historical Reports client computer


A sequence of steps constructed in the Cisco CRA Editor.


Enables remote network management support for the Cisco CRA system. Serviceability enables this support through CiscoWorks and through any other third-party network management system (NMS) that uses standard protocols.


An object that stores information about a caller as they move through a script

Simple Network Management Protocol



Designated competency of an agent in a given area. Enables agents to handle calls associated with their expertise.

Skill Based Routing

The routing of calls to agents with designated skills.


Simple Network Management Protocol. The standard protocol for network management software. Using SNMP, programs called SNMP agents monitor devices on the network. Another program collects the data from the agents. The database created by the monitoring operations is called a management information base (MIB).

SNMP agent

Simple Network Management Protocol agent. Hardware or software that monitors devices on a network. Data from an SNMP agent, which is contained in a MIB, helps in network management and troubleshooting.

SNMP service

A Windows service that provides a framework for SNMP and provides the SNMP agent that interfaces with SNMP subagents.

SNMP subagent

Cisco provides SNMP subagents to support each Cisco MIB. The SNMP service loads the Cisco SNMP subagents and it exchanges SNMP messages with the SNMP subagents. The SNMP service formats information as MIBs and sends this information to a Network Management System (NMS). It also sends traps from the SNMP subagents to the appropriate SNMP trap receivers.


A single element in the CRA Editor that accomplishes a specific function


A traceable software component.


Extensible modular development environment that performs a particular function.


A Cisco standard that allows for logging of errors across an Enterprise. Provides local logging of network events to files. Also provides remote logging to various systems via standard protocols.



Table (also database table)

A presentation of information organized in rows and columns.


See TTS.

Trace (also trace file)

A TCP/IP utility that allows you to determine the route packets are taking to a particular host. Trace route works by increasing the "time to live" value of packets and seeing how far they get, until they reach the given destination.

Trap (also SNMP trap)

A program interrupt, usually caused by some exceptional situation in an application. In most cases, after such an interrupt, the operating system performs some action, then returns control to the application.


An action causing the automatic invocation of a procedure. A trigger goes into effect when a user attempts to modify data with an insert, delete, or update command and can instruct the system to take any number of actions when a specified change is attempted.


Text-to-Speech. A speech synthesis application that creates a spoken sound version of the text in a document or database.

TTS Client

A component of TTS that must reside on the Cisco CRA server.

TTS Server

A component of TTS that may reside either on the Cisco CRA server or on a separate server.



VXML (also VoiceXML)

Voice Extensible Markup Language. Allows a user to interact with the Internet through voice-recognition technology.


A placeholder for data.




Extensible Markup Language. A programming language developed by the World Wide Web Consortium that allows Web developers to create customized tags that will organize and deliver efficiently. XML is a metalanguage, containing a set of rules for constructing other markup languages.