Chapter 1 Introducing Cisco Customer Response Solutions
About the Cisco Unified Communications Components
1-2
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
About the Cisco Unified Communications
Components
A Cisco Unified Communications solution system contains the following
components:
• Gateway—Connects the Unified Communications network to the Public
Switched Telephone Network (PSTN) and to other private telephone systems
such as PBX.
• Cisco Unified CallManager (Unified CM) Server—Provides the features
required to implement IP phones, manage gateways, provide failover and
redundancy service for the telephony system, and direct Voice over IP (VoIP)
traffic to the Cisco CRS system.
• Lightweight Directory Access Protocol (LDAP) Server—Manages and shares
configuration, component, and application information within the Cisco CRS
cluster and communicates with Unified CM.
• CRS Server—Contains the CRS Engine that runs applications, including
Cisco script applications, Unified CM user integration, Cisco Unified
Intelligent Contact Management Enterprise (Unified ICME)
translation-routing and post-routing applications, Busy applications, Ring No
Answer applications, and VXML 2.0 applications. You can position your
Cisco CRS application server anywhere on the IP network and administer
your applications from a web browser on any computer on the IP network.
Because Cisco CRS uses an open architecture that supports industry
standards, you can integrate your applications with a wide variety of
technologies and products such as Enterprise databases and Unified CCX
Agent Desktop.
Note If you are using Microsoft Internet Explorer Version 7.0, verify that
the popup blocker is disabled.
• Cisco CRS Editor—Allows application developers to use a simple graphical
user interface (GUI) to create, modify, and debug Cisco CRS scripts for
automating customer interactions. Each script consists of a series of steps,
implemented as Java Beans.
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