Information Packet TCP UNIX UCB University of California, Berkeley UCB All rights reserved.copyright 1981, Regents of the University of California. CC
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1 Cisco Customer Response Applications Text Part Number:
2 Information Packet TCP UNIX UCB University of California, Berkeley UCB All rights reserved.copyright 1981, Regents of the University of California. CCIP Cisco Arrow Cisco Powered Network Cisco Systems Verified Cisco Unity Follow Me Browsing FormShare iq Net Readiness Scorecard Networking Academy ScriptShare Cisco Systems, Inc. Changing the Way We Work, Live, Play, and Learn The Fastest Way to Increase Your Internet Quotient iquick Study Cisco Systems, Inc. Aironet Cisco Press Cisco Systems Cisco Systems Capital Cisco Systems Empowering the Internet Generation Enterprise/Solver EtherChannel EtherSwitch Fast Step GigaStack Internet Quotient IOS IP/TV iq Expertise iq LightStream MGX MICA Networkers Network Registrar Packet PIX Post-Routing Pre-Routing RateMUX Registrar SlideCast SMARTnet StrataView Plus Stratm SwitchProbe TeleRouter TransPath VCO Cisco Systems, Inc. Web 0303R Cisco Customer Response Applications Copyright 2002, 2003, Cisco Systems, Inc. All rights reserved.
3 CONTENTS CHAPTER Cisco CRA 1-2 Cisco CRA Cisco CRA CHAPTER Cisco CRA 2-2 Cisco CRA hrcconfig.ini 2-12 SCH.ini CHAPTER Cisco Customer Response Applications iii
4 Contents iv Cisco Customer Response Applications CSQ CCDR 3-36 IVR 3-39 IVR CHAPTER
5 v Cisco Customer Response Applications Contents CHAPTER
6 Contents vi Cisco Customer Response Applications CHAPTER Servlet INDEX
7 FIGURES Cisco CRA Cisco CRA 5-15 Cisco Customer Response Applications vii
8 Figures viii Cisco Customer Response Applications
9 TABLES Cisco CRA 2-7 hrcconfig.ini 2-12 SCH.ini Cisco CRA 6-2 Cisco Customer Response Applications ix
10 Tables x Cisco Customer Response Applications
11 CHAPTER 1 Cisco CRA Cisco Customer Response Applications CRA Cisco CRA PDF Microsoft Excel RTF XML CSV P.1-2 Cisco CRA P.1-2 Cisco Customer Response Applications 1-1
12 1 Cisco CRA Cisco CRA Cisco Cisco CRA Cisco Customer Response Applications Cisco CRA Cisco CRA 1-1 Cisco CRA 1-2 Cisco Customer Response Applications
13 1 Cisco CRA 1-1 Cisco CRA 1 2 P.4-9 P.4-9 Cisco Customer Response Applications 1-3
14 Cisco CRA 1 3 P P P.1-7 P P.4-2 P.4-5 P P P P.4-3 P P.4-2 P P.4-2 P.4-5 P P.5-13 P.4-2 P.4-11 P Cisco Customer Response Applications
15 1 Cisco CRA Cisco CRA Cisco CRA Cisco CRA CRA Cisco CRA Cisco CRA P.2-7 Cisco CRA 1 Windows Cisco CRA > > Cisco CRA > Cisco CRA 2 Cisco CRA IP IP Cisco Customer Response Applications 1-5
16 Cisco CRA 1 3 OK Cisco CRA P.1-6 Cisco CRA P.1-7 Cisco CRA Cisco CRA 1 Cisco CRA > 2 IP 3 OK 1-6 Cisco Customer Response Applications
17 1 Cisco CRA Cisco CRA Cisco CRA Cisco CRA > Cisco CRA > > F1 Cisco Customer Response Applications 1-7
18 Cisco CRA Cisco Customer Response Applications
19 CHAPTER 2 Cisco CRA P.2-2 Cisco CRA P.2-7 P.2-11 P.2-18 Cisco Customer Response Applications 2-1
20 2 Cisco CRA Cisco CRA Cisco Customer Response Applications CRA Windows 98 Second Edition SE Windows 2000 Professional Windows XP Professional Cisco CRA Microsoft Internet Explorer 5.5 Microsoft DataAcess Component MDAC 2.7 Microsoft Windows 2000 Service Pack 2 Microsoft Windows 2000 Cisco CRA Cisco CRA Cisco CRA Cisco CRA Cisco CRA Cisco CRA Cisco CRA Cisco CRA CRA 2-2 Cisco Customer Response Applications
21 2 Cisco CRA CRA CRA P.1-7 Cisco CRA P.5-5 CRA Cisco CRA CiscoAppReportsInstall.exe Cisco CRA Cisco CRA / 12 Cisco CRA 5 1 Cisco CRA Administration Web CRA Supervision Web Cisco CRA Administration Web CRA Supervision Web Cisco Customer Response Applications Cisco Customer Response Applications 2-3
22 2 Cisco CRA 2 Cisco CRA Administration Web Tools > Plug-in Plug-ins Web Cisco CRA CRA Supervision Download Web Cisco CRA 3 Cisco CRA Cisco CRA Cisco CRA Cisco CRA 4 OK Cisco CRA Cisco CRA 5 Cisco CRA / Cisco Customer Response Applications
23 2 Cisco CRA CiscoAppReportsInstall.exe Cisco CRA Cisco CRA 5 Cisco CRA / 12 5 Cisco CRA Cisco CRA 6 Cisco CRA 7 Program Files OK Cisco CRA Cisco Customer Response Applications 2-5
24 2 Cisco CRA 8 Cisco CRA Cisco CRA Cisco CRA 9 Cisco CRA IP Cisco CRA Cisco CRA Windows Cisco CRA 12 Cisco CRA P.2-7 P.2-11 P Cisco Customer Response Applications
25 2 Cisco CRA Cisco CRA CRA Cisco CRA Cisco CRA Administration Cisco CRA Administration Web Cisco CRA Administration Cisco Customer Response Applications 2-1 Cisco CRA Yes 2-1 Cisco CRA Cisco IP Queue Manager Cisco ICD Std 2 + HR ICD Std 3 Cisco ICD Std+ HR ICD Enh 4 Cisco ICD Enh 5 + HR ICD Std Cisco ICD Enh + HR ICD Enh Cisco IP IVR 1 Cisco ICD Std IVR Yes Yes Yes Yes Yes Yes Yes Yes IVR Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Cisco ICD Enh Cisco Customer Response Applications 2-7
26 2 Cisco CRA 2-1 Cisco CRA Cisco Cisco Cisco ICD Cisco Cisco IP ICD Std 2 ICD Std+ Enh 5 + ICD Enh Queue Cisco IP + HR HR ICD Cisco HR ICD + HR Cisco Manager IVR 1 ICD Std 3 Enh 4 ICD Std Std ICD Enh ICD Enh Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes CSQ Yes Yes Yes Yes 2-8 Cisco Customer Response Applications
27 2 Cisco CRA 2-1 Cisco CRA Cisco IP Queue Manager Yes Yes Yes Yes CCDR Yes Yes Yes Yes Yes Yes 1.IVR = 2.Cisco ICD Std = Cisco Integrated Contact Distribution (ICD) Standard 3.HR ICD Stc = Cisco ICD Standard 4.HR ICD Enh = Cisco ICD Enhanced 5.Cisco ICD Enh = Cisco ICD Enhanced Cisco IP IVR 1 Cisco ICD Std 2 + HR ICD Std 3 Cisco ICD Std+ HR ICD Enh 4 Cisco ICD Std Cisco ICD Enh 5 + HR ICD Std Cisco ICD Enh + HR ICD Enh Cisco ICD Enh 1 Cisco CRA Administration Web Cisco CRA Administration Web Cisco Customer Response Applications 2 Cisco CRA Administration Web Tools > Historical Reporting Historical Reporting Configuration Web Cisco Customer Response Applications 2-9
28 2 Cisco CRA 3 User Configuration 4 Select User 5 Next Installed Reporting Package Cisco CRA Applications Administrator ICD Standard ICD Enhanced IVR Selected Reporting Package 6 Installed Reporting Package > Selected Reporting Package Selected Reporting Package < Installed Reporting Package 7 Update Cisco Customer Response Applications
29 2 CRA 2 2 hrcconfig.ini Cisco CRA Historical Reports Cisco CRA Program Files Cisco CRA Cisco CRA Historical Reports\logs Cisco CRA Program Files Cisco CRA hrcconfig.ini SCH.ini Windows Cisco Customer Response Applications 2-11
30 2 hrcconfig.ini P.2-12 SCH.ini P.2-15 hrcconfig.ini hrcconfig.ini Cisco CRA hrcconfig.ini defaulthost defaultexportpath showusernameonreport Cisco CRA IP IP Cisco CRA Historical Reports\reports Cisco CRA Cisco Customer Response Applications
31 2 2-2 hrcconfig.ini loglevel NumOfLogFiles 1 MaxSizeOfLogFiles 1 MaxSizeOfLogFiles 10 KB ,000 KB 1,000 KB Cisco Customer Response Applications 2-13
32 2 2-2 hrcconfig.ini database SCH Cisco CRA Historical Reports\Scheduler SCH.ini database HistoricalReportsScheduler.mdb DRIVERCRA_DATABASE SERVERCRA_DATABASE Cisco IP DATABASE CRA_DATABASE Cisco Cisco CRA UIDCRA_DATABASE Cisco CRA Cisco CRA ID NETWORK CRA_DATABASE Cisco Cisco CRA DRIVER CRA_DATABASE_ALTERNA TIVE Cisco CRA SERVER CRA_DATABASE_ALTERNA TIVE Cisco CRA IP Cisco CRA IP 2-14 Cisco Customer Response Applications
33 2 2-2 hrcconfig.ini DATABASE CRA_DATABASE_ALTERNA TIVE NETWORK CRA_DATABASE_ALTERNA TIVE Cisco CRA Cisco CRA Cisco CRA TCP/IP dbmssocn dbnmpntw P.6-3 SCH.ini SCH.ini 2-3 Cisco Customer Response Applications 2-15
34 2 2-3 SCH.ini database NumOfMissedScheduleRuns Cisco CRA Historical Reports\Scheduler hrcconfig.ini database HistoricalReportsScheduler.mdb 1 0 Missed_daily Missed_weekly Cisco Customer Response Applications
35 2 2-3 SCH.ini Missed_monthly 1 0 Missed_once loglevel P.5-21 P.6-4 Cisco Customer Response Applications 2-17
36 2 Windows Cisco CRA Cisco CRA Cisco CRA Cisco CRA Microsoft Windows 2000 Professional Cisco CRA Windows Windows 1 > > Cisco Customer Response Applications
37 2 3 Cisco CRA OK 7 OK 8 9 OK Cisco Customer Response Applications 2-19
38 Cisco Customer Response Applications
39 CHAPTER 3 Cisco Customer Response Applications CRA Cisco CRA Database Schema Guide CRA P.3-2 P.3-5 Cisco Customer Response Applications 3-1
40 3 Cisco CRA 3-1 Cisco CRA P Historical Reports ICD 1 Enhanced Historical Reports ICD Standard Historical Reports ICD Enhanced Historical Reports ICD Standard Historical Reports ICD Enhanced Historical Reports ICD Standard Historical Reports ICD Enhanced Historical Reports ICD Standard Historical Reports ICD Enhanced Historical Reports ICD Standard Cisco Customer Response Applications
41 3 3-1 Historical Reports ICD Enhanced Historical Reports ICD Standard Historical Reports ICD Enhanced Historical Reports ICD Standard Historical Reports ICD Enhanced Historical Reports ICD Standard Historical Reports ICD Enhanced Historical Reports ICD Standard Historical Reports ICD Enhanced CSQ Historical Reports ICD Standard Historical Reports ICD Enhanced Historical Reports ICD Standard Historical Reports ICD Enhanced Historical Reports ICD Standard Set Session Info Cisco Customer Response Applications 3-3
42 3 3-1 CCDR 2 Historical Reports ICD Enhanced Historical Reports ICD Standard Cisco CRA IVR 3 IP IVR Cisco ICD IVR IVR IP IVR Cisco CRA Historical Reports ICD Enhanced Historical Reports ICD Enhanced 1.ICD = Integrated Contact Distribution 2.CCDR = 3.IVR = 3-4 Cisco Customer Response Applications
43 3 P.4-5 P.4-5 Cisco CRA ICD IVR IVR 1 Cisco Customer Response Applications 3-5
44 3 ANI 1 ICD Cisco ICD CSQ ANI = 2.CSQ = 3-6 Cisco Customer Response Applications
45 3 ANI ICD ICD ICD ICD Cisco CallManager Cisco ICD Cisco Customer Response Applications 3-7
46 3 ANI CSQ 3CSQ ICD 3 ICD ICD ICD ICD ICD ICD ANI 3-8 Cisco Customer Response Applications
47 3 Cisco ICD Cisco ICD < Cisco Customer Response Applications 3-9
48 3 Cisco ICD > 3-10 Cisco Customer Response Applications
49 P.3-13 Cisco CallManager Cisco ICD Cisco Customer Response Applications 3-11
50 3 Cisco ICD 3-12 Cisco Customer Response Applications
51 P.3-11 Cisco Customer Response Applications 3-13
52 Cisco CallManager Cisco ICD Cisco ICD 3-14 Cisco Customer Response Applications
53 Cisco Customer Response Applications 3-15
54 3 Cisco CallManager Cisco ICD Cisco Customer Response Applications
55 3 2 1 Cisco Customer Response Applications 3-17
56 3 N N N / N 3 3 n n n 3-18 Cisco Customer Response Applications
57 3 / n N / n N N n N n N n N n N n N n N n N n Set Session Info Cisco ICD Cisco IVR Cisco Customer Response Applications 3-19
58 3 ID - ID ID 1 ICD IVR ICD ICD IVR 1 _ccdrvar1 Cisco ICD Cisco IVR Set Session Info 2 _ccdrvar2 Cisco ICD Cisco IVR Set Session Info 3 _ccdrvar3 Cisco ICD Cisco IVR Set Session Info 3-20 Cisco Customer Response Applications
59 3 4 _ccdrvar4 Cisco ICD Cisco IVR Set Session Info 5 _ccdrvar5 Cisco ICD Cisco IVR Set Session Info ID ID Cisco ICD IVR Cisco Customer Response Applications 3-21
60 3 Cisco ICD IVR Cisco Customer Response Applications
61 3-23 Cisco Customer Response Applications 3 CSQ
62 Cisco Customer Response Applications
63 3 CSQ CSQ CSQ P.3-29 Cisco Customer Response Applications 3-25
64 3 CSQ CSQ Cisco CRA CSQ Administration CSQ CSQ Cisco Customer Response Applications
65 3 Cisco CRA Administration < SL < SL / * 100% / - * 100% + / * 100% Cisco Customer Response Applications 3-27
66 3 / * 100% / * 100% / * 100% 3-28 Cisco Customer Response Applications
67 3 CSQ CSQ CSQ CSQ Cisco Customer Response Applications 3-29
68 3 CSQ P.3-25 CSQ CSQ 3-30 Cisco Customer Response Applications
69 3 Cisco CRA Administration < SL < SL / * 100% / - * 100% + / * 100% Cisco Customer Response Applications 3-31
70 3 / * 100% / * 100% / * 100% 3-32 Cisco Customer Response Applications
71 CSQ Cisco Customer Response Applications 3-33
72 3 Cisco CRA Administration Cisco CRA Administration 3-34 Cisco Customer Response Applications
73 <=n n n n 15 <=15 (n + 1) (2n) n + 1 2n n n (2n + 1) (3n) 2n + 1 3n n n >3n 3n n n 15 >45 Cisco Customer Response Applications 3-35
74 3 CSQ 4 n CCDR CCDR CCDR Cisco CRA db_cra_ccdr Cisco db_cra 3-36 Cisco Customer Response Applications
75 3 CCDR CCDR ID - ID ID 1 ICD IVR Cisco Customer Response Applications 3-37
76 ID DN 1 ID 1 1 ICD 2 CTI ID DN ID 1 1 ICD 2 CTI Cisco Customer Response Applications
77 3 Cisco ICD IVR 1.DN = 2.CTI = CCDR ID ID IVR IVR Cisco ICD IVR IVR Cisco Customer Response Applications 3-39
78 3 IVR Cisco ICD IVR ID Cisco CRA ID Cisco ICD IVR Cisco Customer Response Applications
79 3 IVR ID ID 1 IVR IVR Cisco CRA IVR Cisco CRA IVR Cisco CRA Cisco Customer Response Applications 3-41
80 IVR 3-42 Cisco Customer Response Applications
81 Cisco Customer Response Applications 3-43
82 CSQ 3-44 Cisco Customer Response Applications
83 3 1 1 Cisco Customer Response Applications 3-45
84 Cisco Customer Response Applications
85 CHAPTER 4 Cisco Customer Response Applications CRA P.4-2 P.4-5 P.4-9 P.4-14 Cisco Customer Response Applications 4-1
86 4 CRA 1-1 P.4-2 P.4-3 P.4-4 P Cisco CRA 4-2 Cisco Customer Response Applications
87 4 2 3 Cisco CRA P.4-3 P.4-4 P.4-5 P P.4-2 Cisco Customer Response Applications 4-3
88 4 P.4-2 P.4-4 P.4-5 P.4-15 P.4-2 P.4-2 P.4-3 P.4-5 P Cisco Customer Response Applications
89 4 Cisco CRA CRA Cisco Customer Response Applications 4-5
90 4 P.4-6 P.4-7 P.4-9 P.3-5 P Cisco CRA Cisco Customer Response Applications
91 4 P.4-7 P.4-15 P.3-5 P Cisco CRA 2 3 Cisco Customer Response Applications 4-7
92 4 4 > >> < << n 5 P.4-6 P Cisco Customer Response Applications
93 4 CRA P.4-9 P.4-11 P.4-12 Cisco CRA Cisco CRA Historical Reports\Reports Cisco CRA Cisco CRA Program Files report.chc report.chc 1 CRA Cisco Customer Response Applications 4-9
94 4 2 > 3.chc 4 P.4-2 P.4-5 P.4-11 P Cisco Customer Response Applications
95 4 CRA Cisco CRA 1 1 CRA > 2 Cisco Customer Response Applications 4-11
96 4 Cisco CRA P P > > 4-12 Cisco Customer Response Applications
97 4 Cisco CRA Cisco Customer Response Applications 4-13
98 4 CRA P P P P P P P P P P P Cisco Customer Response Applications
99 4 12 P P P.1-7 P.4-15 P.4-16 P.4-16 P.4-17 P.4-18 P.4-21 P CRA 2 CRA Cisco Customer Response Applications 4-15
100 4 P.4-16 P.4-16 P.4-17 P % Enter Cisco CRA 4-16 Cisco Customer Response Applications
101 Enter P.4-17 Cisco Customer Response Applications 4-17
102 Cisco Customer Response Applications
103 4 4-2 CSQ CCDR 1 IVR 2 ID IVR 1.CCDR = 2.IVR = P.4-20 P.4-21 Cisco Customer Response Applications 4-19
104 Cisco Customer Response Applications
105 CRA Cisco Customer Response Applications 4-21
106 OK Acrobat Format.pdf PDF.csv CSV Adobe Acrobat Reader Portable Document Format Excel XLS.xls Microsoft Excel.rtf Microsoft Word RTF XML.xml Extensible Markup Language 4-22 Cisco Customer Response Applications
107 4 1 CRA Cisco Customer Response Applications 4-23
108 Cisco Customer Response Applications
109 CHAPTER 5 Cisco Customer Response Applications CRA P.5-3 P.5-4 P.5-5 Cisco Customer Response Applications 5-1
110 5 P.5-7 P.5-13 P.5-14 P.5-18 P.5-19 P Cisco Customer Response Applications
111 5 5-1 Cisco CRA :00:00 11:59:59 11:59:59 n 3 n :00:00 11:59:59 11:59:59 Cisco Customer Response Applications 5-3
112 :00:00 11:59:59 11:59: Cisco CRA Cisco CRA 5-4 Cisco Customer Response Applications
113 5 CRA CRA Cisco CRA CRA P Windows 5-1 Cisco Customer Response Applications 5-5
114 5 Windows > > Cisco CRA > Cisco CRA Cisco CRA 5-6 Cisco Customer Response Applications
115 5 CRA P.4-9 Cisco CRA 1 Cisco CRA P.5-8 P.5-8 P.5-9 Cisco Customer Response Applications 5-7
116 5 1 Cisco CRA 2 3 P.5-8 P.5-9 P.5-13 P Cisco Customer Response Applications
117 5 1 Cisco CRA 2 3 P.5-8 P.5-9 P.5-13 P.5-14 Cisco CRA P.5-10 P.5-10 P.5-13 Cisco Customer Response Applications 5-9
118 5 P.5-14 CRA P.5-10 P.5-13 P.5-14 Cisco CRA Cisco CRA hrcconfig.ini defaultexportpath Cisco CRA Historical Reports\Reports Cisco CRA Program Files PDF Portable Data Format ID 5-10 Cisco Customer Response Applications
119 Acrobat Format.pdf PDF.csv CSV Adobe Acrobat Reader Portable Document Format Excel XLS.xls Microsoft Excel.rtf Microsoft Word RTF XML.xml Extensible Markup Language 1 CRA 2... Cisco Customer Response Applications 5-11
120 P.5-10 P.5-13 P Cisco Customer Response Applications
121 5 1 Cisco CRA 2 3 P.4-5 P.4-5 P.4-6 P.4-7 P.5-14 Cisco Customer Response Applications 5-13
122 5 2 1 Cisco CRA 2 3 Cisco CRA Cisco Customer Response Applications
123 5 5-2 Cisco CRA Cisco Customer Response Applications 5-15
124 Cisco Customer Response Applications
125 OK P.5-3 P.5-7 P.5-13 P.5-18 Cisco Customer Response Applications 5-17
126 5 1 Cisco CRA 2 OK P.5-3 P.5-7 P.5-13 P.5-14 P Cisco Customer Response Applications
127 5 Cisco CRA > Cisco CRA IP P.5-20 P.5-20 Cisco Customer Response Applications 5-19
128 OK 5-20 Cisco Customer Response Applications
129 5 Cisco CRA Cisco CRA Sch.ini 5 Sch.ini Sch.ini SCH.ini P.2-15 Cisco Customer Response Applications 5-21
130 Cisco Customer Response Applications
131 CHAPTER 6 Cisco Customer Response Applications CRA P.6-2 P.6-11 Cisco Customer Response Applications 6-1
132 6 Cisco CRA Cisco CRA Cisco CRA P.6-3 P.6-4 Cisco CRA Cisco CRA P.6-7 Servlet Cisco CRA Cisco CRA Servlet P.6-9 P.6-3 P Cisco Customer Response Applications
133 6 Cisco CRA 2 Cisco CRA System-name@session-no_CiscoAppReportsN.log CiscoSch.log CiscoSchPrintExport.log P.6-3 P.6-4 P.6-5 P.6-6 System-name@session-no_CiscoAppReportsN.log Cisco CRA Historical Reports\logs Cisco CRA Program Files Cisco CRA Cisco CRA Cisco Customer Response Applications 6-3
134 6 N 0 hrcconfig.ini N 1 hrcconfig.ini hrcconfig.ini P.2-12 P.6-5 P.6-6 Cisco CRA 2 CiscoSch.log CiscoSchPrintExport.log Cisco CRA Historical Reports\Scheduler Cisco CRA Program Files 4MB.bak 1 4MB 6-4 Cisco Customer Response Applications
135 6 P.6-5 P.6-6 Cisco CRA Cisco CRA Cisco CRA Cisco CRA 1 > 2 Cisco Customer Response Applications 6-5
136 6 1 Windows 2 CiscoSch.log CiscoPrintExport.log Cisco CRA Cisco CRA 1 hrcconfig.ini LogLevel SCH.ini LogLevel Cisco CRA 6-6 Cisco Customer Response Applications
137 6 hrcconfig.ini P.2-12 SCH.ini P.2-15 Cisco CRA Cisco CRA Jvm.stdout Cisco CRA P.6-7 Servlet P.6-9 Cisco CRA Cisco CRA Cisco CRA Cisco Technical Assistance Center 1 Cisco CRA > Cisco Customer Response Applications 6-7
138 6 2 cmd OK 3 cd program files\wfavvid Enter CRA program files 4 setsqllogging dbusername dbpassword on dbusername Cisco CRA dbpassword exit 5 Cisco CRA 6 Cisco CRA > 1 3 wfavvid 7 getlogging dbusername dbpassword >> filename dbusername Cisco CRA dbpassword filename 6-8 Cisco Customer Response Applications
139 6 8 setsqllogging dbusername dbpassword off dbusername Cisco CRA dbpassword 9 exit 7 Cisco Technical Assistance Center Servlet servlet jvm.stdout Cisco CRA wfavvid\tomcat Cisco CRA Program Files histrepclientsservlet servlet Cisco CRA servlet servlet Cisco CRA IP jvm.stdout Cisco CRA Cisco Customer Response Applications 6-9
140 6 jvm.stdout jfm.stdout Cisco CRA histrepclientsservlet 6-10 Cisco Customer Response Applications
141 6 Cisco CRA Portable Data Format PDF PDF Microsoft Excel Microsoft Excel Microsoft Excel Microsoft Excel Excel 7.0 (95) 16,384 Excel 8.0(97) Excel ,536 Excel Microsoft Excel Cisco Customer Response Applications 6-11
142 RTF Cisco CRA Not associated with a trusted connection SQL Server Windows NT > > Microsoft SQL Server N > Enterprise Manager N Microsoft SQL Server SQL SQL Server Cisco CRA SQL Server and Windows NT OK 6-12 Cisco Customer Response Applications
143 6 Windows 98 CiscoSch.log / CiscoSch.log CiscoSch_new.log Cisco CRA Cisco CRA 1 Cisco CRA P.5-5 Windows Cisco CRA Cisco Customer Response Applications 6-13
144 6 CiscoSchPrintExport.log Note: Getting report contents may take considerable amount of time based on the size of the contents.... Pls wait Cisco Customer Response Applications
145 INDEX C M Cisco CRA 2-7 Microsoft Excel 4-22, 5-11 Cisco CRA 2-2 P PDF Portable Document Format 4-22, 5-10, 5-11, Portable Document Format 1-3 PDF CiscoSch.log 6-3, 6-4, 6-13 CiscoSchPrintExport.log 6-3, 6-4 R H hrcconfig.ini 2-11, 2-12, 6-6 RTF 4-22, 5-11, 6-12 S I SCH.ini 2-11, 2-15, 6-6 servlet 6-9 IVR 3-4, 3-39 IVR 3-4, 3-41 X J XML 4-22, 5-11 jvm.stdout 6-7, 6-9 Cisco Customer Response Applications 1
146 Index CSV 5-11 Cisco CRA Cisco CRA 2-2, , 4-16, 5-14, 5-15, 5-19, , 3-7 CCDR 3-4, , , , 3-9 CSQ 3-3, , , , , , Cisco Customer Response Applications
147 Index , , 6-4, , , , , , hrcconfig.ini 2-11, 2-12 SCH.ini 2-11, , , , 4-6, 4-7, 4-20, 4-21, 5-8, 5-9, 5-13, , , 4-10, 4-11, 4-15, 4-18, 4-20, 4-21, 4-22, 4-23, 5-19 Cisco Customer Response Applications 3
148 Index 4-3, 4-6, 4-10, , , , 4-8, 4-20, , , 4-5, 4-14, 4-15, 5-7, 5-11, 5-14, , , 4-5, 4-6, 5-7 RTF , , 4-6, , 4-6, 4-9, 4-12 Cisco CRA 6-2 jvm.stdout 6-7, Cisco Customer Response Applications
149 Index Cisco CRA Cisco Customer Response Applications 5
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