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CVPI - Cisco Unified Customer Voice Portal Implementation v8.0

Learn to install, operate, and manage Cisco Unified CVP.

GK# 5802

Course Overview

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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'll Learn

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  • 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

Outline

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Viewing outline for:

Classroom Live 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

Labs

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Viewing labs for:

Classroom Live Labs

Lab 1: Configuring Cisco Unified Communications Manager

  • Task 1: Create an Agent Phone
  • Task 2: Create a SIP Trunk and Route Pattern
  • Task 3: Create an Application User Account for ICM

Lab 2: Installing and Configuring Cisco Unified CVP

  • Task 1: Install Cisco Unified CVP
  • Task 2: Running the Reporting Database Configuration Batch File
  • Task 3: Configure and License the Cisco Unified CVP Call Server
  • Task 4: Configure the Gateway
  • Task 5: Configure the VXML Server
  • Task 6: Configure Cisco Unified Communications Manager
  • Task 7: Configure the ICM Server
  • Task 8: Configure the Media Server
  • Task 9: Configure the Reporting Server

Lab 3: Configuring ICM for Cisco Unified CVP

  • Task 1: Start Up the Central Controller
  • Task 2: Configure Agent Desk Settings
  • Task 3: Configure a Network VRU
  • Task 4: Configure a PG Generic Peripheral Gateway
  • Task 5: Configuring Network Trunk Groups
  • Task 6: Configuring Skill Groups
  • Task 7: Configuring an Agent
  • Task 8: Configuring an Agent Targeting Rule
  • Task 9: Configuring a Dialed Number
  • Task 10: Configuring a Call Type
  • Task 11: Configuring Labels and ECC Variables
  • Task 12: Configuring Network VRU Scripts
  • Task 13: Creating the ICM Script

Lab 4: ICM Scripting for Cisco Unified CVP

  • Task 1: Defining ICM Network VRU Scripts
  • Task 2: Importing and Modifying the ICM Script
  • Task 3: Testing Your New Script
  • Task 4: Using ICM Script Editor Monitor Mode
  • Task 5: Using ICM Call Tracer Utility
  • Task 6: Viewing ICM Call Router Logs

Lab 5: Configuring Calls Using a Proxy Server

  • Task 1: Adding SIP Trunks to Cisco Unified Communications Manager
  • Task 2: Configuring Cisco Unified Presence as a SIP Proxy
  • Task 3: Configuring the Gateway and ICM for Calls using a SIP Proxy
  • Task 4: Configuring the Operations Console for SIP Proxy

Lab 6: Prompting and Collecting for Non-Cisco Unified CVP Initiated Calls

  • Task 1: Configuring Cisco Unified Communications Manager to use a CTI Route Point to Route Calls
  • Task 2: Configuring ICM to Route Calls from Cisco Unified Communications Manager

Lab 7: Configuring Subsequent Transfers via ICM Dialed Number Plan

  • Task 1: Configuring a Dialed Number
  • Task 2: Configuring a Call Type
  • Task 3: Configuring ICM for Subsequent Transfers
  • Task 4: Importing and Modifying the Transfer Script
  • Task 5: Testing the Transfer

Lab 8: Configuring for Ring-No-Answer Re-Queries

  • Task 1: Configuring ICM for Ring-No-Answer Re-queries
  • Task 2: Import and Schedule the RNA_Script
  • Task 3: Test RNA Re-queries
  • Task 4: Configure for RNA Re-queries from the CVP Peripheral
  • Task 5: Test RNA Re-queries from the CVP Peripheral
  • Task 6: Using ASR/TTS with Micro-applications

Lab 9: Installing and Using Cisco Unified Call Studio

  • Task 1: Installing Cisco Unified Call Studio
  • Task 2: Importing a Sample Project
  • Task 3: Modifying Your Project
  • Task 4: Deploying the New Project

Lab 10: Integrating VXML Applications with ICM

  • Task 1: Creating an ICM Script to Use an External VXML Application
  • Task 2: Using ASR/TTS in a Call Studio Project

Lab 11: Backing Up the Reporting Server

  • Task 1: Configuring and Running Backups

Lab 12: Troubleshooting Cisco Unified CVP

  • Task 1: Using CLI to Set Trace Levels
  • Task 2: Gathering Log Files
  • Task 3: Analyzing Log Files using the Cisco Log Visualization Tool
  • Task 4: Displaying Non-Native Cisco Unified CVP Component Information

Lab 13: Fixing a Cisco Unified CVP Deployment

  • Task 1: Fixing a Cisco Unified CVP Deployment

Prerequisites

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  • Familiarity with network infrastructure, IP communications components, and Cisco Unified Contact Center Enterprise
  • CCNA certification

Who Should Attend

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Anyone implementing Cisco Unified CVP

Course Delivery

This course is available in the following formats:

Classroom Live

Receive face-to-face instruction at one of our training center locations.

Duration: 5 day

Virtual Classroom Live

Experience expert-led online training from the convenience of your home, office or anywhere with an internet connection.

Duration: 5 day

Request this course in a different delivery format.
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