Chapter 3 Provisioning Telephony and Media
About CRS Telephony and Media
3-2
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
About CRS Telephony and Media
The CRS system uses a telephony resource called Computer Telephony Interface
(CTI) ports to accept incoming calls and to place outbound calls. The CRS system
uses the following media resources to provide interactive services for calls:
• Java Telephony Application Programming Interface (JTAPI)—The Cisco
CRS Engine uses the JTAPI subsystem to send and receive calls from the
Unified CM by interfacing with the CTI
Manager through the JTAPI
client
.
• Cisco Media Termination (CMT)—The CMT channels provide media
terminations in the CRS for JTAPI Call Contacts. These channels enable the
CRS to play media to the connected party. DTMF digits are received out of
band by the JTAPI subsystem.
• MRCP Automated Speech Recognition (MRCP ASR)—The ASR media
resource allows callers to use speech to navigate menus and to provide other
information to CRS applications.
• MRCP Text-To-Speech (MRCP TTS)—The TTS media resource enables
CRS applications to play back documents to callers as speech.
Note Media resources are licensed and sold as Unified IP IVR ports.
Although you can provision more channels than you are licensed for,
licensing is enforced at run-time. If more channels are provisioned
than licensed, the system will not accept the extra calls, as doing so
would violate your licensing agreements.
The CRS system uses the concept of groups to share telephony and media
resources among different applications
• Call control groups allow you to control how the system uses CTI ports. For
example, you can reserve more ports for higher-priority applications or
provide access to fewer ports for applications with less traffic.
• Media resource groups allow you to share media resources among different
applications. For example, you can share ASR media resource groups with
applications that collect caller information and applications that transfer calls
to specific extensions.
The CRS system also uses the concept of triggers, which are specified signals that
invoke application scripts in response to incoming contacts.
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