What is included in CRS?

flash2200 · ‎06-10-2007

The CCIE voice lab equipment lists includes a ref to "CRS ver 4.0(1)".

I'm not familiar with this product at the present time but from what I can tell it a linux based OS running on cisco certified hardware. My question is what is this for exactly? Is this needed to host apps like Cisco IVR, or Unified Meeting Place? Are these apps all included in the CRS package or are they sold separately? Or is it for some all together unrelated purpose? It's not explicitly listed as a separate product on Cisco's "Product & Services" section under "Unfied Communications and Video". Can anyone provide a mile high overview of where CRS fits into the big picture?

I'm particularly interested in knowing what CCIE Voice candidates have to know with regards to this product?

Rob Huffman · ‎06-10-2007

Hi Steven,

You are probably more familiar with this product under its newer name IPCC Contact Centre. In its initial stages this product was named CRA (Customer Response Applications) this then evolved to CRS (Cisco Customer Response Solutions) and of course now it is known as IPCC. Here are some good related docs;

Cisco Customer Response Solutions - Release notes (CRS 4.0.1)

http://www.cisco.com/application/pdf/en/us/guest/products/ps6488/c1178/ccmigration_09186a00804b6c0c.pdf

Cisco Customer Response Solutions - Installation Guide (CRS 4.0.1)

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_4_0/english/administ/crs401ig.pdf

Getting started with Scripts

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_4_0/english/administ/crs401gs.pdf

I'm guessing that for your CCIE Exam you probably need to build CRS 4.0.1,Integrate it with CCM and do some Scripting. Maybe one of the great CCIE's that visit these Forums can fill in the blanks here.

Hope this helps!

Rob

flash2200 · ‎06-10-2007

Thanks again Rob. I have found cisco's habit of continually renaming their products annoying to say the least. Makes it that much harder to keep everything straight. Sigh...

mchandak · ‎06-10-2007

From the Lab BluePrint:

CRS/IPCC Express Application

1. Default script configuration and integration

2. Custom script configuration and integration

http://www.cisco.com/web/learning/le3/ccie/voice/lab_exam_blueprint.html

As Rob has already mentioned CRA/CRS/IPCC Express are the same.

From the Lab Prospective, you would be asked to customize/create a script as per the instructions given in the Lab Exam.