1-13
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Chapter 1 Introducing Cisco Customer Response Solutions
Setting Up Cisco CRS
• eMail. The eMail subsystem enables CRS applications to create and send
e-mail.
Note For detailed instructions on provisioning these four subsystems, see Chapter 5,
“Provisioning Additional Subsystems.”
Configuring Cisco CRS Applications
After you provision the CRS subsystems, you need to configure CRS applications
to interact with contacts and perform a wide variety of functions.
To continue the CRS system configuration process, connect to the Cisco CRS
Administration web interface and manage the following tasks:
• Available Applications, page 1-13
• Managing Scripts, Prompts, Grammars, and Documents, page 1-14
Available Applications
There are several types of applications you can configure for Cisco CRS:
• Script applications perform such functions as receiving calls, playing back
prompts, receiving caller input, transferring calls, and queueing calls.
• The Busy application simulates a busy signal.
• The Ring-No-Answer application simulates a ring tone.
In addition, if your CRS system is to be configured to interface with Unified IP
IVR for Unifed ICME (not with Unified CCX by way of the IPCC Gateway), two
extra applications are available: Unified ICME post-routing applications and
Unified ICME translation-routing applications. For more information on these
applications, see “About CRS Applications” section on page 6-2,
After adding a Cisco CRS application, you need to define a trigger so that this
application can respond to telephone calls and/or HTTP requests. Triggers are
specified signals that invoke application scripts in response to incoming contacts.
Note For detailed instructions on configuring CRS applications and defining triggers,
see Chapter 6, “Configuring Cisco Applications.”
To Next Page
Loading...
Need help?
General
