IT TRAINING

Cisco CVPI – Cisco Unified Customer Voice Portal Implementation v8.0

In this course you will learn how to install, manage, operate and provision a Cisco Unified Customer Voice Portal in a Cisco Unified Intelligent Contact Management Enterprise environment.

Who needs to attend

Who needs to attend?
This course is aimed at anyone whose responsibilities include the implementation of Cisco Unified CVP.

what you will learn

What you will learn
Upon completion you will know how to:

  • Components, function, and call flow of a Cisco Unified CVP solution, stand-alone or comprehensive model
  • Configure a functional Cisco Unified CVP comprehensive deployment model with Cisco Unified ICM Enterprise
  • Cisco Unified CCE microapplications supporting caller interaction with Cisco Unified CVP
  • Voice Extensible Markup Language (VXML) as a technology and the benefits it provides
  • Install and configure the Cisco Unified CVP VXML solution for Cisco Unified CVP
  • Configure a Cisco Unified CVP environment to provide historical data
  • Configure and use the diagnostic features and tools to ensure end-to-end serviceability
  • Design a Cisco Unified CVP solution for failover protection and high availability
  • Troubleshoot to isolate and correct system failures
Prerequisites

Prerequisites
Students need to have:

  • Familiarity with network infrastructure, IP communications components, and Cisco Unified Contact Center Enterprise
  • CCNA certification
  • CVOICE – Implementing Cisco Unified Communications Voice over IP and QoS v8.0
Course outline

Course Outline

1. Cisco Unified CVP Technical Overview

Cisco Unified CVP
Overview
Primary Uses
Features
Components and Capabilities
Native Components
Add-On Products
Cisco Unified CVP Compatibility
Deployment Models and Call Flows
Geographical and Deployment Model
Stand-Alone Deployment and Call Flows
Call Director Deployment and Call Flows
Comprehensive Model and Call Flow
VRU-Only Deployment and Call Flow
Viewing a Call Flow

 

2. Cisco Unified CVP Comprehensive Overview

Installation and Configuration
Upgrading, Installing, and Configuring Cisco Unified CVP Software
Installation
Configuring NTP for Deployment
System Management
Call Server Setup and Configuration
Verifying the Installation
Licensing
Upgrades
Configuring SIP and Cisco IOS Gateways
Gateway Signaling
Configuring SIP
Configuring the Operations Console Steps on a Cisco IOS Gateway
Configuring Cisco Unified ICM Enterprise
Adding the ICM Server to the Operations Console
Configuration Tasks
Network VRU Types
Configuring Cisco Unified Communications Manager (CUCM) for Cisco Unified CVP
Configuration Tasks
Configuration for SIP

 

3. Cisco Unified ICM Enterprise Scripting

General Scripting Concepts
Cisco Unified CVP Script Editors
Media Server Files
Implementing Cisco Unified ICM Enterprise Scripting Microapplications
Play Media
Play Data
Get Digits
Menu
Get Speech
Capture
Configuring Scripting Using Microapplications
Advanced Speech Scripting
Building a Cisco Unified CVP Script
Enabling Transfers and Reroute on No Answer
Cisco Unified CVP Transfers
Reroute on No Answer

 

4. Cisco Unified CVP VXML Overview

Exploring VXML
Cisco Unified CVP VXML Solution
Installing and Configuring VXML
Server Configuration
Cisco Unified Call Studio Project Configuration
Project Deployment
Server Maintenance Tasks
Cisco Unified ICM Enterprise Scripting for External VXML
Exploring Courtesy Callback
Call Flow
Considerations
Configuration

 

5. Events, Log Files, and Reporting

Configuring Cisco Unified CVP Reporting
Configuring the Reporting Server
Configuring the VXML Server for Reporting
Managing the Database
Backup
Restore
Managing Users
Cisco Unified CVP Templates and ICM Data Integration
Utilizing Events and Log Files
Cisco Unified CVP Serviceability
Cisco Unified CVP Statistics
Cisco Unified CVP Events
Simple Network Management Protocol
Syslog
Cisco Support Tools

 

6. Failover, Diagnostics, and Troubleshooting

Designing Failover and High Availability
Ingress Gateway
SIP Proxy to Call Server Failover and Load Balancing
Call Server Failover and Load Balancing with Server Groups
Content Services Switch and Application Control Engine
Media Server Failover and High Availability
Cisco Unified CVP VXML Server High Availability
Automatic Speech Recognition and Text-to-Speech High Availability
CUCM High Availability
Troubleshooting
Device and Service Status
Ingress and Egress Cisco IOS Gateway
Troubleshooting Tools for the VXML Gateway
Troubleshooting Cisco Unified ICM Enterprise
Troubleshooting Transfers
Cisco Unified CVP Support Resources

Follow on
There are no follow-ons associated with this course.

Certification programs
There are no certifications associated with this course.