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Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Chapter 1 Introducing Cisco Customer Response Solutions
The Cisco CRS Product Family
• Cisco CRS Administration web interface—Provides web browser that allows
administrators to configure and manage Cisco CRS Datastores, Servers and
Applications.
• Cisco IP Agent and Supervisor Desktops —Desktop programs that allow
Unified CCX agents and supervisors to log into the system, change agent
states, and monitor status.
• MRCP Automatic Speech Recognition (ASR) server—(Optional.) Dedicated
server that performs real-time speech recognition.
• MRCP Text-to-Speech (TTS) server—(Optional.) Dedicated server that
converts text into speech and plays it back to the caller.
• Unified CCX Call Statistics, Recording, and Monitoring Server—Dedicated
server that maintains Cisco Unified Contact Center Express (Unified CCX)
call statistics and that provides for recording and call monitoring for Unified
CCX Enhanced.
• Unified CCX Call Monitoring Servers—Additional dedicated servers that
provide for call monitoring.
• Historical Reports Database Server—Dedicated server that stores Cisco CRS
database for the following datastores: Configuration Datastore (CDS),
Historical Datastore (HDS), Repository Datastore (RDS), and Agent
Datastore (ADS).
• Historical Reporting Client—Cisco Unified IP IVR (Unified IP IVR)
applications can generate a variety of historical reports that provide detailed
CCDR records, application performance, and traffic analysis information.
The Cisco CRS Product Family
The Cisco CRS product family provides contact-processing functions for your
Cisco Unified Communications solution.
The software package you choose determines which steps, components, and
subsystems you receive. (Each CRS product includes the CRS Engine and the
CRS Editor.)
The Cisco CRS product family includes the following packages:
• Unified IP IVR, page 1-4
• Unified CCX, page 1-5
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