Cisco Unified Customer Voice Portal (CVPI)

This course defines the tasks necessary for the operation, administration, management, and provisioning of Cisco Unified Customer Voice Portal (CVP) as it is installed in a comprehensive Cisco Unified Intelligent Contact Management (ICM) Enterprise environment.

Retail Price: $3,695.00

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Course Days: 5


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About this Course

This course defines the tasks necessary for the operation, administration, management, and provisioning of Cisco Unified Customer Voice Portal (CVP) as it is installed in a comprehensive Cisco Unified Intelligent Contact Management (ICM) Enterprise environment.


Recent course enhancements: updated labs to 9.X on UCS, added Courtesy Callback, added additional troubleshooting materials, and included Cisco Unified SIP Proxy (CUSP).

Audience Profile

Individuals with telephony or data networking background who are familiar with the network infrastructure and IP communications components on which Cisco Unified CVP will be implemented.

At Course Completion

After completing this course, students will be able to:
  • Explain the components, function, and call flow of a Cisco Unified CVP solution when it is deployed in either a standalone or comprehensive model
  • Configure a functional Cisco Unified CVP comprehensive deployment model with Cisco Unified ICM Enterprise
  • Demonstrate the use of the six Cisco Unified CCE microapplications that are available to support caller interaction with Cisco Unified CVP
  • Describe Voice Extensible Markup Language (VXML) as a technology and describe the benefits that it provides to Cisco Unified CVP; install and configure the Cisco Unified CVP VXML solution for Cisco Unified CVP
  • Execute the steps that are required to configure a Cisco Unified CVP environment to provide historical data and to configure and use the diagnostic features and tools to ensure end-to-end serviceability
  • Design a Cisco Unified CVP solution that is designed for failover protection and high availability and use the recommended troubleshooting techniques to isolate and correct system failures

Prerequisites

To fully benefit from this course, students should have the following prerequisite skills and knowledge: 
  • Cisco CCNA
  • Knowledge and skills equivalent to having attended the Cisco Voice over IP (CVOICE) course
  • Knowledge and skills equivalent to having attended the Cisco IP Telephony Part 1 (CIPT1) course
  • Experience and knowledge about Cisco Unified Contact Center Enterprise

Course Outline

Module 1: Cisco Unified CVP Technical Overview

  • 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

  • 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

  • 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

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

Module 5: Events, Log Files, and Reporting

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

Module 6: Failover, Diagnostics, and Troubleshooting

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


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