Duration: 5 Days
In this course, you will learn to operate, administer, manage, and provision Cisco Unified Customer Voice Portal (CVP) as it is installed in a comprehensive Cisco Unified Intelligent Contact Management (ICM) Enterprise environment.
What You Will Learn
- 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
Audience
Anyone implementing Cisco Unified CVP
Prerequistes
- Familiarity with network infrastructure, IP communications components, and Cisco Unified Contact Center Enterprise
- CCNA certification
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
Course Labs
Lab 1: Making Phone Calls
Lab 2: Exploring Your Router
Lab 3: Starting Cisco Unified ICM Enterprise Components
Lab 4: Installing Cisco Unified CVP
Lab 5: Configuring Cisco IOS Software
Lab 6: Configuring Cisco Unified ICM
Lab 7: Preparing a Simple Script
Lab 8: Creating Cisco Unified ICM Enterprise Scripting
Lab 9: Using Tools to Observe Your Script
Lab 10: Configuring Calls Using SIP with Proxy
Lab 11: Configuring Calls into Cisco Unified CVP via CTI Route Point
Lab 12: Configuring Subsequent Transfers via Cisco Unified ICM Enterprise DN Plan
Lab 13: Installing Cisco Unified Call Studio
Lab 14: Creating and Deploying a Cisco Unified Call Studio Project
Lab 15: Integrating VXML Applications with Cisco Unified ICM Enterprise
Lab 16: Implementing Cisco Courtesy Callback
Lab 17: Backing Up the Reporting Server
Lab 18: Troubleshooting Cisco Unified CVP
Lab 19: Fixing a Cisco Unified CVP Deployment
