Chapter 5 Summary of Software Applications Features
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| Internal Software Applications |
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Component | Key Function | Description |
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CRA | Generates reports of | A |
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Reporting | system statistics | system. |
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| Generates |
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| system activity. |
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| Provides reports of statistics for IP ICD agent and |
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| group activity. |
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CRA Software | For creating or modify | A tool for adding or customizing functionality by |
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Developer’s Kit (SDK) | CRA Editor steps for | creating new subsystems and steps. |
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| customized | Requires knowledge and experience with Java |
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| applications |
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| programming. |
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| Must be installed with Cisco CallManager 3.1. |
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| An optional tool that must be purchased as an |
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| additional CRA application. |
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CRA Application | For setting up and | A |
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Administrator | modifying system | applications. |
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| configuration | Can be accessed from anywhere on the IP network. |
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| Configures Resource Manager for IP ICD groups, |
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| agents, and queues. |
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Cisco IP Interactive Voice Response Product
Cisco IP IVR automates call handling by autonomously interacting with users. In addition to handling traditional telephony contacts, IP IVR applications can respond to HTTP requests and send
Features
IP IVR automates call handling by using the following features:
•Processes user commands that are selected from a menu, and provides responses such as transferring to a sales department or listening to a recording
•Performs prompt and collect functions to obtain user data such as passwords or account identification
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| Cisco ICS 7750 System Description |
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