Cisco Systems ICS-7750 manual Components

Chapter 5 Summary of Software Applications Features

Internal Software Applications

•A call in queue hears messages with progress announcements or advertisements.

•Queue scripts are built by using the CRA Editor. These application scripts determine the queuing messages and handle the in-queue call. Sample scripts are available, and customized scripts can be built.

Components

The IP ICD system has three major components:

•Resource Manager—Monitors the IP ICD agent phones and organizes agents into resource groups. Resource groups constitute a collection of IP ICD agents that are capable of handling the same types of calls. The Resource Manager is configured by using the CRA Administration web interface.

•Event Service Desk—Places incoming calls in queue and distributes them to the appropriate Resource Group as agents become available. The Event Service Desk is configured by using the CRA Administration web interface.

•IP ICD Agent Desktop—An application program that IP ICD agents run on their desktop computers to log in to the system, to change the IP ICD state, and to monitor status.

Specifications

When installed in the Cisco ICS 7750 system, IP ICD and IP IVR have the specifications given in Table 5-9.

Table 5-9 Specifications for IP ICD and IP IVR

Type	Description
Hardware platform	SPE310 with ICS 7750 Release 2.1.0 or later.
	• IP ICD or IP IVR can be co-resident on an SPE with Cisco CallManager.
	• IP ICD and/or IP IVR can be on a dedicated SPE.
Software platform	CRA Platform, Release 2.2.
Telephony	Cisco CallManager 3.1 and later.
integration
Directory	DC Directory (comes with Cisco CallManager) or any LDAP directory service
	such as Netscape Directory Server or Microsoft Active Directory.
	Cisco ICS 7750 System Description
78-10360-02		5-21