Cisco CRS-1 - Carrier Routing System Router Mode d’emploi

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Cisco Customer Response Solutions

Administration Guide, Release 4.1(1)

Cisco Unified Contact Center Express, Cisco Unified IP IVR, and Cisco Unified

Queue Manager

January 2007

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Cisco Customer Response Solutions Administration Guide, Release 4.1(1)

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Cisco Customer Response Solutions Administration Guide, Release 4.1(1)

CONTENTS

Preface xix

Audience xx

Organization xx

Related Documentation xxiii

Conventions xxiii

Obtaining Documentation xxv

Cisco.com xxv

Product Documentation DVD xxv

Ordering Documentation xxvi

Documentation Feedback xxvi

Cisco Product Security Overview xxvi

Reporting Security Problems in Cisco Products xxvii

Product Alerts and Field Notices xxviii

Obtaining Technical Assistance xxviii

Cisco Support Website xxviii

Submitting a Service Request xxix

Definitions of Service Request Severity xxx

Obtaining Additional Publications and Information xxxi

PART

1Cisco Customer Response Solutions: Overview

CHAPTER

1Introducing Cisco Customer Response Solutions 1-1

About the Cisco Unified Communications Components 1-2

The Cisco CRS Product Family 1-3

Contents

Cisco Customer Response Solutions Administration Guide, Release 4.1(1)

Unified IP IVR 1-4

Unified CCX 1-5

Unified QM 1-6

About CRS Cluster Architecture 1-6

About the CRS Active Server 1-7

About the Cisco CRS Engine 1-8

Setting Up Cisco CRS 1-10

Provisioning the Telephony and Media Subsystems 1-10

Provisioning the Cisco CRS Subsystems 1-11

Provision the Unified CCX Subsystem 1-11

Provision the Additional CRS Subsystems 1-12

Configuring Cisco CRS Applications 1-13

Available Applications 1-13

Managing Scripts, Prompts, Grammars, and Documents 1-14

Configuring Cisco CRS Historical Reporting 1-14

Running and Managing Cisco CRS 1-15

Where To Go From Here? 1-16

CHAPTER

2Introducing the CRS Administration Web Interface 2-1

Accessing the CRS Administration Web Interface 2-2

The CRS Administration Menu Bar and Menus 2-3

CRS Configuration Web Pages 2-4

Using the Navigation Bar 2-5

Using Other Hyperlinks and Buttons 2-5

PART

2Cisco Customer Response Solutions: Configuration

CHAPTER

3Provisioning Telephony and Media 3-1

About CRS Telephony and Media 3-2

Cisco Customer Response Solutions Administration Guide, Release 4.1(1)

Contents

Provisioning Channels to Handle Calls 3-3

Telephony and Media Resources Provisioning Checklist 3-4

Provisioning the JTAPI Subsystem 3-4

Configuring a JTAPI Provider 3-6

Provisioning JTAPI Call Control Groups 3-8

Provisioning a JTAPI Trigger 3-13

Provisioning JTAPI Triggers for Unified CCX Queuing 3-19

Updating the JTAPI Client 3-19

Provisioning the Cisco Media Subsystem 3-20

Provisioning ASR and TTS in Cisco CRS 3-22

Before You Provision ASR/TTS 3-22

Provisioning the MRCP ASR Subsystem 3-23

Provisioning MRCP ASR Providers 3-23

Provisioning MRCP ASR Servers 3-24

Provisioning MRCP ASR Groups 3-26

Provisioning the MRCP TTS Subsystem 3-28

Provisioning MRCP TTS Providers 3-29

Provisioning MRCP TTS Servers 3-30

Provisioning MRCP TTS Default Genders 3-32

Configure the Default TTS Provider for the CRS System 3-33

CHAPTER

4Provisioning Cisco Unified CCX 4-1

About Unified CCX 4-2

Unified CCX Subsystem Provisioning Checklist 4-4

Configuring the RM JTAPI Provider 4-5

Provisioning the RM JTAPI Provider 4-5

Associating Agent Extensions with the RM JTAPI Provider 4-6

Configuring Unified CM for Unified CCX 4-7

Displaying Unified CM Cluster Nodes in Unified CCX 4-7

Contents

Cisco Customer Response Solutions Administration Guide, Release 4.1(1)

Invoking Unified CM Administration 4-8

Defining Unified CM Users as Agents 4-9

Guidelines for Configuring Agent Phones 4-10

Assigning Unified CM Users as Unified CCX Agents 4-11

Creating, Modifying, and Deleting Resource Groups 4-12

Creating a Resource Group 4-12

Modifying an Existing Resource Group Name 4-13

Deleting a Resource Group 4-14

Creating, Modifying, and Deleting Skills 4-15

Creating a Skill 4-15

Modifying an Existing Skill Name 4-16

Deleting a Skill 4-16

Configuring Agents 4-17

Implications of Deleting Agents in Unified CM 4-18

Assigning a Resource Group and Skills to an Individual Agent 4-19

Assigning Resource Groups and Skills to Agents in Bulk 4-21

Removing Skills from Individual Agents 4-22

Removing Skills from Agents in Bulk 4-23

Creating, Modifying, and Deleting CSQs 4-24

Creating a CSQ 4-26

Modifying an Existing CSQ 4-31

Deleting a CSQ 4-31

Resource Pool Selection Criteria: Between Skills and Groups 4-32

Resource Skill Selection Criteria Within a CSQ 4-33

Configuring and Using Remote Monitoring 4-35

Creating a Remote Monitoring Supervisor 4-36

Assigning Resources and CSQs to a Supervisor 4-37

Configuring Agent-Based Routing 4-38

Creating, Modifying, and Deleting Teams 4-39

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Cisco Customer Response Solutions Administration Guide, Release 4.1(1)

Contents

Creating a Team Supervisor 4-40

Creating Teams 4-41

Modifying Agents on Teams 4-42

Deleting a Team 4-43

Unified Gateway Auto-Configuration Details 4-43

CHAPTER

5Provisioning Additional Subsystems 5-1

About Additional Subsystems 5-2

Provisioning the UnifiedICME Subsystem 5-3

Configuring General Unified ICME Information 5-4

Configuring Unified ICME VRU Scripts 5-6

Provisioning the HTTP Subsystem 5-8

Configuring HTTP Triggers 5-9

Changing Port Numbers 5-10

Provisioning the Database Subsystem 5-12

Defining an ODBC Data Source 5-13

Adding a New Data Source 5-15

Provisioning the eMail Subsystem 5-16

CHAPTER

6Configuring Cisco Applications 6-1

About CRS Applications 6-2

Configuring Cisco Script Applications 6-3

Configuring the Busy Application 6-6

Configuring the Ring-No-Answer Application 6-8

Configuring the Unified ICME Post-Routing Application 6-10

Configuring the Unified ICME Translation-Routing Application 6-13

Configuring the Remote Monitoring Application 6-15

Adding Application Triggers 6-17

Adding a JTAPI Trigger 6-18

Contents

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Cisco Customer Response Solutions Administration Guide, Release 4.1(1)

Adding JTAPI Triggers from an Application Web Page 6-19

Adding JTAPI Triggers from the JTAPI Subsystem 6-19

Adding an HTTP Trigger 6-20

Adding HTTP Triggers from an Application Web Page 6-21

Adding HTTP Triggers from the HTTP Subsystem 6-22

Managing Scripts 6-24

Uploading New Scripts 6-25

Viewing or Downloading a Script File 6-27

Refreshing Scripts 6-29

Individual Script Refresh 6-29

Bulk Script Refresh 6-30

Renaming a Script or Folder 6-32

Deleting a Script or Folder 6-33

Sample Scripts 6-34

CHAPTER

7Managing Prompts, Grammars, Documents, and Custom Files 7-1

Managing Prompt Files 7-2

Managing Grammar Files 7-3

Managing Document Files 7-4

Managing Document Files 7-6

Managing Languages 7-7

Creating a New Language 7-8

Renaming a Language 7-9

Deleting a Language 7-9

Upload Zip files to a Language Folder 7-10

Unzipping a Document File After Uploading 7-11

Recording and Uploading Prompt Files 7-11

Recording a Prompt 7-13

Add Spoken Name Prompts 7-15

Cisco Customer Response Solutions Administration Guide, Release 4.1(1)

Contents

Managing Custom Files 7-15

Specify Custom Classpath Entries 7-16

Specify the Custom Steps Startup Order 7-17

Specify the Custom Subsystems Start Up Order 7-18

Managing AAR Files 7-18

Creating AAR Files 7-21

Uploading AAR Files 7-21

The META-INF Directory 7-21

The Prompts, Grammars, Documents, and Scripts Directories 7-22

The Prompts Directory 7-22

The Grammars Directory 7-22

The Documents Directory 7-23

The Scripts Directory 7-23

AAR Manifest 7-23

Attribute Types 7-25

Main Attributes 7-25

Per-Entry Attributes 7-27

The META-INF Directory Attributes 7-28

CHAPTER

8Managing the Cisco CRS System 8-1

Control Center Terminology 8-2

About Control Center Management 8-3

High Availability and Automatic Failover 8-6

Network Partitions 8-7

Managing the Control Center 8-7

Adding Licenses and Activating Components 8-10

Adding a License 8-10

Activating a Component 8-11

Removing a Server 8-12

Contents

Cisco Customer Response Solutions Administration Guide, Release 4.1(1)

Disabling a Server 8-13

Starting, Stopping, and Restarting Cisco CRS Services 8-14

Reelect Master 8-15

Server Traces 8-16

Server Details 8-17

Managing the Cisco CRS Engine 8-18

Monitoring Service Status 8-18

Controlling the Auto Refresh Interval 8-19

Managing CRS LDAP Server Information 8-20

Adding LDAP Server Information 8-21

Additional DCD Information 8-25

Additional AD Information 8-26

Additional ND Information 8-26

Migrating LDAP Information 8-26

Requirements to Migrate LDAP Information 8-27

Additional References 8-28

Migrating to a Different LDAP Directory 8-29

Managing System Parameters 8-32

Exiting the CRS Administration 8-37

Tracing Configuration 8-37

CRS Log Collection Tool 8-38

Cisco CRS Utilities 8-38

CRS Admin Utility 8-39

Logging on to the Cisco CRS Admin Utility 8-40

Changing the CRSAdministrator Password 8-40

Synchronizing the CRS Administrator Password 8-41

Changing the Unified CM Service Password 8-42

Synchronizing the Cisco Historical Reports User password 8-43

Refreshing Account Sync Status 8-43

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