Some sort of CRA integrated in CUCM?

[NatalieThomas]

Hello,

Our customer needs the possibility to play recordings, for example when  the line is busy or after closing hours. Is this function integrated in  CUCM9.0? I was thinking of Customer Response Application which I know  from our CallManager4.2.

Thank you very much in advance for your help.

Kindest regards,

Natalie Thomas

[barry · Accepted solution]

Hi Natalie

CRA (which later morphed into the Contact Center suite I believe) was always delivered on a separate server to CUCM.

This is still true in version 9.x and CUCM doesn't do this natively. However a much more cost effective way to do this would be to use Cisco Unity Connection voicemail. You can write your own call handlers which can be driven based on schedules.

HTH.

Barry Hesk

Intrinsic Network Solutions

[Rob Huffman · Accepted solution]

Hi Natalie,

I'll just add another option to the great tips from Barry (+5 "B" )

With the release of CUCM 9.x there is native Call Queuing (with message

recordings) which might be used for your busy situations.

http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/9_0_1/ccmfeat/CUCM_BK_CEF0C471_00_cucm-features-and-services-guide_chapter_0111.html

The "co-resident" install capabilities with CRA/IPCC & CUCM was

deprecated with the release of CUCM 5.x I believe;

here's some "old" info just as an FYI;

You can install Cisco CRA 3.1 in either of these basic server configurations:

• Dedicated installation—Install Cisco CRA alone on a server.
• Co-resident installation—Install Cisco CallManager and Cisco CRA on the same server.

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_guide_chapter09186a0080193e6d.html

Cheers!

Rob

"What you don't have you don't need it now" 

- U2

[NatalieThomas]

Great, that was more than helpful!

Thanks a lot,

Natalie