Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Administrator's Guide

Chapter 10 Managing Cisco CRS Historical Reporting

Database Details for Multichannel Reports

10-12

Cisco Customer Response Solutions Administration Guide, Release 6.0(1)

Advanced co-browsing capabilities allow agents and the customers to fill out
forms together, field by field, even highlighting specific areas of a form or Web
page for additional clarity., page -4

Multichannel License Requirements

Effective Cisco CRS Release 5.0, multichannel reports are available in the Unified
CM version of the Unified CCX product. This addition requires the Multichannel
license along with the Unified Premium license.

Configuring the Database Access Details

Tip

Be sure to update the database access details if the corresponding configuration
on the Unified EIM/Unified WIM database server was changed.

The multichannel database configuration is backed-up and restored with each
upgrade.

To configure the database access details for a Unified EIM or a Unified WIM
database, complete the following steps.

Procedure

Step 1

From the CRS Administration menu bar, choose Tools > Historical Reporting.

The Historical Reporting Configuration web page opens, displaying the Database
Server Configuration area.

Step 2

Click the Unified EIM/ Unified WIM Database Configuration hyperlink
located in the left pane.