Cisco Customer Response Applications 3.5(1) Service Release 1
This Cisco Customer Response Applications (CRA) Service Release, ccrs.3-5-1-sr1.exe, should only be installed on a Cisco CRA 3.5(1) server.
You must install Service Release 1 on the Cisco CRA server, on the Remote Database server (if one exists), and on the ICD Call Statistics, Recording, and Monitoring server (if one exists).
This service release contains the following resolved defects:
Defects resolved in Service Release 1
CSCed03202— Printed report
view of ICD stats have incorrect LastUpdatedAt time
CSCed15630—RTR for Engine tasks shows wrong start time
CSCed21771—Missing abandoned call info in redirecting from icd to icd wfs
case
CSCed26787—Historical Report shows call Dequeued but RTR does not
CSCed30551—Agent toggles between ready and reserved until caller hangs up
CSCed31456—CSQ name gets truncated when queued on 3 or more CSQs
CSCed32501—SL:Agent state/call logs not being displayed on CAD
CSCed32891—SQL Error in Detailed Call CSQ Agent Report
CSCed32895—SQL Error in Common Skill CSQ Activity by Interval Report
CSCed35106—Wrong Caller ID after agent performs conference
CSCed37033— Sessions hung
and CRA Engine failed to stop after SQL down
CSCed37817— CSQ Config lost
after upgrading from 2.2(5) to 3.5(0.18)
CSCed40643— HR: Cannot print
5 reports from HRC application
Support Mailer
You can send questions about the installation and operation of Cisco CRA to the following e-mail address. You can also subscribe to this mailer by sending e-mail to this address and including Subscribe as the subject.
ask-icd-ivr-support@external.cisco.com
Install Instructions
Cisco recommends that you apply this Service Release during off-peak hours because this procedure requires that you reboot the Cisco CRA server.
Before you install this Service Release, you must complete the installation of Cisco CRA 3.5(1) and reboot the Cisco CRA server as prompted by the installation program.
Before installing this Service Release, you must log in to the CRA server as an administrator.
If you are using the Cisco Security Agent (CSA), you must disable the Cisco Security Agent service before installing Service Release 1. See the “Disabling the Cisco Security Agent Service” section at the end of this document for instructions.
Step 1: Download the ccrs.3-5-1-sr1.exe file to your CRA server. Make a note of the location where you save the downloaded file.
Step 2: Double-click the downloaded file.
Step 3: In the Cisco CRA 3.5(1)sr1 - InstallShield Wizard dialog box, click Next.
Step 4: When the Install Completed dialog box appears, click Yes to view the log file to verify that that installation was successful. When you exit the log file, the server reboots automatically.
Uninstall Instructions:
If you are using the Cisco Security Agent (CSA), you must disable the Cisco Security Agent service before uninstalling Service Release 1. See the “Disabling the Cisco Security Agent Service” section at the end of this document for instructions.
When you uninstall Service Release 1, you will choose some or all of the following programs from the Windows Add/Remove Programs window:
- Cisco CRA – 3.5(1)sr1 Uninstall – Choose this program from the Cisco CRA server.
- Desktop RASCAL Server – 3.5(1)sr1 Uninstall – If you have set up an ICD Call Statistics, Recording, and Monitoring server, choose this program from that server. Otherwise, choose it from the Cisco CRA server.
- CRA Remote DB Server – 3.5(1)sr1 Uninstall
– If you have set up a remote database server, choose this program from that
server. If you are using the Historical
Reports Database Server as the ICD Call Statistics, Recording, and Monitoring
Server, choose this program from that server.
To uninstall Service Release 1, follow these steps:
Step 1: Choose Start > Settings > Control Panel > Add/Remove Programs.
Step 2: Click the program to uninstall (Cisco CRA – 3.5(1)sr1 Uninstall, Desktop RASCAL Server – 3.5(1)sr1 Uninstall, or CRA Remote DB Server – 3.5(1)sr1 Uninstall).
Step 3: Click Change/ Remove.
Step 4: In the dialog box that prompts for confirmation that you wish to uninstall CRA 3.5(1) Service Release 1, click Next.
Step 5: When the Uninstall Cisco CRA – Cisco CRA 3.5(1)sr1 dialog box appears prompting you to confirm that you want to uninstall, click Yes.
Step 6: When the Uninstall Complete dialog box appears, click Yes to view the log file to verify that that uninstall was successful.
Step 7: When the This Server will Now Reboot dialog box appears, click OK to reboot.
Disabling the Cisco Security Agent Service:
If you are using the Cisco Security Agent (CSA), you must disable the Cisco Security Agent service before installing or uninstalling Service Release 1. To disable this service, perform the following steps.
For more information about the CSA, refer to Installing Cisco Security
Agent 4.0.1 for Cisco Customer Response Applications Releases 2.2(5), 3.0(3),
3.1(2, and 3.5(1). You
can access that document from this URL: http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/admn_app/index.htm
Step 1: Choose Start > Settings > Control Panel > Administrative Tools > Services.
Step 2: From the Services window, right-click Cisco Security Agent and choose Properties.
Step 3: In the Properties window, verify that the General tab appears.
Step 4: In the Service Status area, click Stop.
Step 5: From the Startup type drop-down list box, choose Disabled.
Step 6: Click OK.
Make sure to restart the CSA after installing or uninstalling Service Release 1. For instructions, refer to the CSA document described earlier in this section.