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CVPI v8 - Cisco Unified Customer Voice Portal Implementation v8.0 (CVPI v8)

  • Overview
  • Who Should Attend
  • Certifications
  • Prerequisites
  • Objectives
  • Content
  • Schedule
Course Overview

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.

Who Should Attend

  • Anyone implementing Cisco Unified CVP

Course Certifications

This course is part of the following Certifications:

Prerequisites

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

  • CCNA certification

Course Objectives

  • 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

 

Course Content

Course Introduction

  • Module 1: Cisco Unified CVP Technical Overview

  • Module 2: Cisco Unified CVP Comprehensive

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

  • Module 4: Cisco Unified CVP VXML Overview

  • Module 5: Events, Log Files, and Reporting

  • Module 6: Failover, Diagnostics, and Troubleshooting

Labs

  • 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 Enterprise 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 4-4: Implementing Cisco Courtesy Callback

  • Lab 5-1: Backing Up the Reporting Server

  • Lab 6-1: Troubleshooting Cisco Unified CVP

  • Lab 6-2: Fixing a Cisco Unified CVP Deployment

Course ID: CVPI v8


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