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Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Chapter 1 Introducing Cisco Customer Response Solutions
About the Cisco CRS Engine
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Depending on the Cisco CRS products that you are using, the CRS server may
employ as many as 14 subsystems for communicating with other services:
• Applications—Manages the applications in the CRS Engine and other
features such as session management.
• Cisco Media—Configures Cisco Media Termination (CMT) dialog control
groups, which can be used to handle simple Dual Tone Multifrequency
(DTMF) based dialog interactions with customers.
• Core Reporting—Provides information for Unified IP IVR real-time reports.
• Database—Handles the connections between the CRS server and the
enterprise database.
• eMail—Adds components to the CRS Engine that allows it to send e-mail
messages.
• Enterprise Server—Communicates data for screen pops to the
Cisco Agent Desktop.
• HTTP—Adds components to the CRS Engine that allow it to respond to
HTTP requests.
• Unified ICME—Manages the connection between the CRS server Unified
ICME software.
• Java Telephony Application Programming Interface (JTAPI)—Manages the
connection between Unified CM CTI Manager and the CRS Engine.
• MRCP ASR—Allows a script to respond to voice input in addition to DTMF
using the MRCP protocol.
• MRCP TTS—Composes voice prompts that are generated in real time from
text, such as speaking the words in the text of an e-mail message using the
MRCP protocol.
• Resource Manager-Contact Manager (RmCm)—Allows Unified CCX to
monitor agent phones, control agent states, route and queue calls, and manage
the historical reporting feature.
• Voice Browser—Manages Voice Browser functionality.
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