Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Administrator's Guide
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Cisco Customer Response Solutions Administration Guide, Release 6.0(1)
Chapter 1 Introducing Cisco Customer Response Solutions
Setting Up Cisco CRS
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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.
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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CRS Voice over Internet Protocol (VoIP)—Enables remote recording and
monitoring.
monitoring.
Setting Up Cisco CRS
After you install the Cisco CRS system and perform the initial set-up, you can
start provisioning and configuring the system:
start provisioning and configuring the system:
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Provisioning is the process of allocating resources and devising strategies for
drawing on them to support the needs of your business.
drawing on them to support the needs of your business.
•
Configuring is the process of making applications available to the CRS
system.
system.
The sections that follow describe these tasks:
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Provisioning the Telephony and Media Subsystems
The Cisco CRS telephony and media subsystems manage telephony and media
resources and communicate with supporting telephony and media systems.
resources and communicate with supporting telephony and media systems.
Depending on the CRS applications you plan to use, you need to provision some
or all of the following subsystems:
or all of the following subsystems:
•
JTAPI. The JTAPI subsystem controls the telephony resources for the CRS
system.
system.
•
Cisco Media. The Cisco Media subsystem controls the CMT media
resources for the CRS system.
resources for the CRS system.