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Customer Voice Portal Implementation (CVPI)

Course Description Schedule Course Outline

Detailed Course Outline

Module 1: Cisco Unified CVP Technical Overview

This module explains the components, function, and call flow of a Cisco Unified Customer Voice Portal (CVP) solution when it is deployed in either a standalone or comprehensive model.

  • Lesson 1: Exploring Cisco Unified CVP
  • Lesson 2: Describing Components and Capabilities
  • Lesson 3: Exploring Deployment Models and Call Flows

Module 2: Cisco Unified CVP Comprehensive

This module describes how to configure a functional Cisco Unified CVP Comprehensive deployment model with Cisco Unified Intelligent Contact Management (ICM) Enterprise.

  • Lesson 1: Examining Cisco Unified CVP Comprehensive
  • Lesson 2: Upgrading, Installing, and Configuring Cisco Unified CVP Software
  • Lesson 3: Configuring SIP and Cisco IOS Gateways for Cisco Unified CVP
  • Lesson 4: Configuring Cisco Unified ICM Enterprise for Cisco Unified CVP
  • Lesson 5: Configuring Cisco Unified Communications Manager for Cisco Unified CVP

Module 3: Cisco Unified ICM Enterprise Scripting to Support Cisco Unified CVP

This module demonstrates the use of the six Cisco Unified CCE microapplications that are available to support caller interaction with Cisco Unified CVP.

  • Lesson 1: Introducing Scripting
  • Lesson 2: Implementing Cisco Unified ICM Enterprise Scripting Microapplications
  • Lesson 3: Configuring Cisco Unified ICM Enterprise Scripting Using Microapplications
  • Lesson 4: Enabling Transfers and Reroute on No Answer

Module 4: Cisco Unified CVP VXML Overview

This module describes Voice Extensible Markup Language (VXML) as a technology, describes the benefits that it provides to Cisco Unified CVP, and describes how to install and configure the Cisco Unified CVP VXML solution for Cisco Unified CVP.

  • Lesson 1: Exploring VXML
  • Lesson 2: Installing and Configuring VXML
  • Lesson 3: Exploring Courtesy Callback

Module 5: Events, Log Files, and Reporting

This module describes how to execute the steps that are required to configure a Cisco Unified CVP environment to provide historical data and how to configure and use the diagnostic features and tools to ensure end-to-end serviceability.

  • Lesson 1: Configuring Cisco Unified CVP Reporting
  • Lesson 2: Utilizing Events and Log Files

Module 6: Failover, Diagnostics, and Troubleshooting

This module describes how to design a Cisco Unified CVP solution that is designed for failover protection and high availability. This module also describes how to use the recommended troubleshooting techniques to isolate and correct system failures.

  • Lesson 1: Designing Failover and High Availability
  • Lesson 2: Troubleshooting

CVPI v8.0 Hands-On Lab Exercises:

  • Lab 1-1: Making Phone Calls
  • Lab 1-2: Exploring Your Router
  • Lab 1-3: Starting Cisco Unified ICM Enterprise Components
  • Lab 2-1: Installing Cisco Unified CVP
  • Lab 2-2: Configuring Cisco IOS Software for Cisco Unified CVP
  • Lab 2-3: Configuring Cisco Unified ICM for Cisco Unified CVP
  • Lab 2-4: Preparing a Simple Script
  • Lab 3-1: Creating Cisco Unified ICM Enterprise Scripting for Cisco Unified CVP
  • Lab 3-2: Using Tools to Observe Your Script
  • Lab 3-3: Configuring Calls Using SIP with Proxy
  • Lab 3-4: Configuring Calls into Cisco Unified CVP via CTI Route Point
  • Lab 3-5: Configuring Subsequent Transfers via Cisco Unified ICM Enterprise DN Plan
  • Lab 4-1: Installing Cisco Unified Call Studio
  • Lab 4-2: Creating and Deploying a Cisco Unified Call Studio Project
  • Lab 4-3: Integrating VXML Applications with Cisco Unified ICM Enterprise
  • Lab 5-1: Backing Up the Reporting Server
  • Lab 6-1: Troubleshooting Cisco Unified CVP
  • Lab 6-2: Fixing a Cisco Unified CVP Deployment
 

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