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Cisco ICS 7750 System Description
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Chapter 5 Summary of Software Applications Features
Internal Software Applications
• CRA server—Contains the CRA Engine that runs CRA application scripts.
CRA application scripts use a series of steps that are implemented as Java
Beans packaged in *.jar files. In the Cisco ICS 7750, the CRA server runs on
an SPE.
• CRA Editor—Allows designers to create, modify, and debug CRA
application scripts containing workflow steps.
The Cisco CRA components are described in Table 5-8.
Table 5-8 Components of Cisco Customer Response Applications
Component Key Function Description
CRA Engine Runs voice application
scripts for responding
to customer
interactions
Application scripts contain steps that are blocks of
logic. Steps are connected in flows in an application
script to create IVR and ICD solutions.
Runs multiple application scripts simultaneously.
Updates application scripts in real time and pushes
them to the CRA Engine without restarting the CRA
Engine.
Supports a debug mode for testing new application
scripts before uploading them to production.
Includes these subsystems and features:
• Application—Provides service for generic
applications that do not use telephony services.
• Database—Handles connections between the
application server and enterprise databases.
• E-mail—Adds components that allow the
applications engine to send e-mail.
• HTTP—Adds components that allow the
applications engine to respond to HTTP
requests.
• JTAPI—Manages the connection between
Cisco CallManager CTI Manager and the
Cisco CRA Engine.
