As in Call Manager, you can specify the level of traces that you want to enable but we will not cover this now. Let’s see the common issues.
Most of the times , issues are due of a mistake with the JTAPI. You can find easily the root cause with the Control Center as it will give you a status of the engine. Then with these status, you can see in which direction you have to go.
- In-Service : Indicates a full operational mode (all CTI ports, CTI route points and associated applications are successfully initialized)
- Initializing : Indicates that the subsystem is initializing the CTI route points, ports and associated applications
- Partial Service : Indicates that the JTAPI subsystem was unable to initialize one or more CTI route points or ports. Most of the time, it is due to a misconfiguration, so check that route points/ports exist , are correctly configured and associated with the JTAPI on Call Manager
- Out-Of-Service : Indicates that none of the CTI route points and ports were correctly initialized. It can occur for a number of reasons as follows:
- JTAPI Provider on Call Manager down
- No CTI ports or route points configured
- Username/password incorrect
- CRS is unable to resolve the Call Manager’s DNS name
- No connectivity between the CRS and Call Manager
Here are some basic steps to perform the configuration of the IPCC:
- Configure the JTAPI subsystems (Subsystem>JTAPI) with the Call Manager IP address and username/password . Remind also that if you need redundancy , then you need to configure 2 users.
- Configure then a JTAPI call control group. This permits to CRS tocontrol CTI ports to answer calls and so on
- Be sure that everything is synchronized between CUCM/CTI Manager and CRS
- Configure the CMT which is reponsible of all the media involved
- Configure all others subsystems that you need (MRCP ASR, MRCP TTS, HTTP, database, email)
- Start the CRS engine
- Install and configure all your applications by using your scripts
Remember also that even if you have a redundant IPCC and CTI Manager, only 1 CTI Manager can be active during normal operations.
We have seen that IPCC is composed of a lot of elments but don’t forget that IPCC relies on other elements/subsystems as :
- Cisco Media Termination (CMT) : It is used to configure CMT dialog groups (pools of channels) that handle prompt/response -based DTMF interactions with the callers
- Core Real time Reporting (CRTR) : It provides information and statistics for contacts, sessions and applications
- Database : allows connections between the CRS server and IPCC Databases and provide ODBC support
- Email : allows the CRS engine to send mails
- Enterprise server : transfers data required fro CAD pop-up
- HTTP : allows the CRS engine to respond to http requests
- MCRP ASR : allows scripts to use voice inputs in addition to DTMF inputs
- MRCP TTS : provides text-to-speech
- Resource Manager – Contact Manager (RmCm) : allows the monitoring of agents phones , routing/queuing of calls,control of agent states and management of historical reporting
- Voice Browser : manages the voice browser available only with Nuance ASR activated
- CRS Voip : allows remote recording and monitoring
- JTAPI : ensures communication between the CRS engine and the Call Manager/ CTI Manager
As for the IVR , here are the functionalities that ACD can provide depending the licensed package:
- Basic call routing and queuing like conditional routing and agent selection. In other words , CSQ as a pool of agents or directly to a specific agent.
- Routing based on skills and compentencies
- Agent routing based on ready state
- Capability to dynamically modify and apply CSQ skills and compentencies
- Prioritized queuing based on customer data
- Customizable scripting
- Historical reporting
- CAD : Tools for agents to login/logout of the IPCC and perform tasks as controlling ACD state, controlling calls,displaying information and statistics.
- IP Phone Agent (IPPA) : XML application which runs on IP Phone and permits the same as the CAD
- Cisco Supervisor Desktop (CSD) : Allows supervisors to view and change agent state, to monitor calls, to record calls and send messages.
Here are the functionalities that IVR can provide depending the licensed version:
- Prompting and collecting DTMF input from callers
- Playing messages to callers
- Support for Auto-Attendant
- Real-time notification (email and so on)
- Basic XML document processing
- HTTP triggers (events that could initiate an events)
- Support for JAVA
- Media Resource Control Protocol (MRCP) : needed to integrate ASR or TTS
- Voice XML (VXML) 2.0 support for ASR, TTS and DTMF
- Database integration
- IVR port call record
- Remote silent monitoring
Let’s review the three capabilities of the IPCC :
- Interactive Voice Response (IVR) : It is the opportunity to play recorded messages over the phones to users. IVR is then able to react to user input like spoken input or DTMF tones.
- Automatic Call Distribution (ACD) : It is the ability to provide automatic call routing for incoming calls and the opportunity to send these calls to agents based on their availability or how long they have been idle.
- Computer Telephony Integration (CTI) : It is the opportunity to provide screen pop to agent desktops during call transfer. these call information provided via the pop-up can be the number dialed, th ANI , information inputs and so on. CTI is also able to interact with windows applications.