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In CRS 3.5, the CTI Route Point Directory Number field in the JTAPI configuration web page does not appear as a drop-down list
The CRA Engine does not run, or the Java Telephony Application Programming Interface (JTAPI) user configured in Cisco CallManager has no more unassigned route points that are configured as associated devices.
From the CRA Administration web page, choose System > Engine, and click the Engine Status hyperlink. Make sure that the CRA Engine is running. In Cisco CallManager, add more Computer Telephony Integration (CTI) route points as associated devices to the JTAPI user.For more details about resolving Cisco Customer Response Application (CRA)/Customer Response Solutions (CRS) issues, refer to these documents: