Saturday, February 25, 2012 9:17 PM

Now you need to provision and configure your Cisco CRA system. Provisioning is the process of allocating resources and devising strategies for drawing on them to support the needs of your business. Configuring is the process of making applications available to the CRA system. Chapters 4 through 8 of this guide explain the process of provisioning the subsystems and configuring the applications of your CRA system. This chapter introduces the CRA telephony and media subsystems and explains how to provision resources for them. The CRA system uses a telephony resource called Computer Telephony Interface (CTI) ports to accept incoming calls and to place outbound calls. The CRA system uses the following media resources to provide interactive services for calls: CMT (Cisco Media Termination)The CMT media resource collects Dual Tone Multi-Frequency (DTMF) data from callers. Nuance ASR (Automated Speech Recognition)The ASR media resource allows callers to use speech to navigate menus and to provide other information to CRA applications. Nuance TTS (Text-To-Speech)The TTS media resource enables CRA applications to play back documents to callers as speech.

The Java Telephony Application Programming Interface (JTAPI) subsystem is the subsystem of the CRA Engine that sends and receives call-related messages from the Cisco CallManager CTI Manager. To enable your CRA server to handle IP telephony requests, you will need to provision the JTAPI subsystem. JTAPI triggers invoke application scripts in response to incoming contacts

The Administrative XML Layer (AXL) Application Programming Interface (API) provides a mechanism for inserting, retrieving, updating, and removing data from the database by using an eXtensible Markup Language (XML) Simple Object Access Protocol (SOAP) interface. This allows a programmer to access Cisco Unified CallManager data by using XML and receive the data in XML form, instead of using a binary library or DLLs. The AXL API methods, known as requests, get performed by using a combination of HTTP and SOAP. SOAP is an XML remote procedure call (RPC) protocol. Users perform requests by sending XML data to the Cisco Unified CallManager server. The server then returns the AXL response, which is also a SOAP message.

Peripheral Gateway (PG)

The Enterprise Application Gateway provides a mechanism for Intelligent Contact Manager (ICM) or Contact Center Enterprise (CCE) the ability to communicate with an external application using a simple request/response mechanism

The Cisco Outbound Option application, with its combination of outbounddialing modes, enables call centers to manage outbound calls. The ability for agents to handleboth inbound and outbound contacts offers a way to optimize contact center resources

CTI Route Point este un device virtual care este apelat pentru scopul de third party redirection . Acea redirectionare este CRS Bazat pe numarul format, CRS selecteaza un CTI Port disponibil si da raspuns la CUCM spunand catre ce CTI Port extension sa ruteze apelul Un CTI port este necesar pentru fiecare apel din script

Pentru a calcula numarul de licente IVR trebuie sa aduni numarul de apeluri active si apeluri in asteptare Setting Up the Cisco IP Telephony Directory Before setting up the Cisco IP Telephony Directory and administrator, complete the following tasks on Cisco CallManager: Create a JTAPI User Add CTI Ports Add CTI Route Points Associate Devices with the JTAPI User The Cisco CRA system stores configuration information in a Lightweight Directory Access Protocol (LDAP) directory called the IP telephony directory. You can use the Cisco CallManager Data Connection (DC) directory as your IP telephony directory, or you can use an existing directory in your system (such as Netscape Directory or Microsoft Active Directory). The IP telephony directory contains a subdirectory that stores applications and Cisco scripts. This subdirectory is called the repository.`

Unified Cm Telephony- manageuieste conexiunea intre UM CM CTI Engine si CRS Engine RMCM ( resource manager contact manager) uccx only, nu e aplicabil in ivr` RMCM permite monitorizarea telefoanelor agentilor,controleaza starile agentilor, route si queue calls, Cisco Media - cel putin o media trebuie sa fie voice