Cisco Unified Contact Center

CVPI v8.0 - Cisco Unified Customer Voice Portal Implementation

Duration: 5 Day Hands-On Lab & Lecture Course

Description
Cisco Unified Customer Voice Portal Implementation (CVPI) v8.0 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.
Objectives
After completing this course the student should 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

Course Outline


Module 1: Cisco Unified CVP Technical Overview
Lesson 1: Exploring Cisco Unified CVP
  • What Is Cisco Unified CVP?
  • Why Use Cisco Unified CVP?
  • Features of Cisco Unified CVP

Lesson 2: Describing Components and Capabilities

  • Native Cisco Unified CVP Components
  • Products That Are Not Native to Cisco Unified CVP
  • Cisco Unified CVP Compatibility

Lesson 3: Exploring Deployment Models and Call Flows

  • Geographical and Deployment Model Overview
  • Cisco Unified CVP Standalone Deployment and Call Flows
  • Cisco Unified CVP Call Director Deployment and Call Flows
  • Cisco Unified CVP Comprehensive Model and Call Flow
  • Cisco Unified CVP VRU-Only Deployment and Call Flow
  • Viewing a Call Flow

Module 2: Cisco Unified CVP Comprehensive
Lesson 1: Examining Cisco Unified CVP Comprehensive

  • Cisco Unified CVP Comprehensive Call Flow Overview
  • Steps for Installing and Configuring Cisco Unified CVP Comprehensive

Lesson 2: Upgrading, Installing, and Configuring Cisco Unified CVP Software

  • Cisco Unified CVP 8.0 Installation Overview
  • Configuring NTP for a Cisco Unified CVP Deployment
  • Cisco Unified CVP Installation
  • Cisco Unified CVP System Management
  • Initial Cisco Unified CVP Call Server Setup and Configuration
  • Verifying the Cisco Unified CVP Installation
  • Cisco Unified CVP Licensing
  • Cisco Unified CVP Upgrades

Lesson 3: Configuring SIP and Cisco IOS Gateways for Cisco Unified CVP

  • Gateway Overview
  • Gateway Signaling Fundamentals
  • Configuring SIP
  • Configuring the Cisco Unified CVP Operations Console Steps on a Cisco IOS Gateway
  • Configuring Cisco IOS Gateways

Lesson 4: Configuring Cisco Unified ICM Enterprise for Cisco Unified CVP

  • Adding the ICM Server to the Cisco Unified CVP Operations Console
  • Overview of the Cisco Unified ICM Enterprise Configuration Tasks
  • Network VRU Types
  • Configuring Cisco Unified ICM Enterprise

Lesson 5: Configuring Cisco Unified Communications Manager for Cisco Unified CVP

  • Cisco Unified Communications Manager Configuration Tasks
  • Cisco Unified Communications Manager Configuration for SIP

Module 3: Cisco Unified ICM Enterprise Scripting to Support Cisco Unified CVP
Lesson 1: Introducing Scripting

  • General Scripting Concepts
  • Cisco Unified CVP Script Editors
  • Scripting Overview
  • Media Server Files

Lesson 2: Implementing Cisco Unified ICM Enterprise Scripting Microapplications

  • Play Media
  • Play Data
  • Get Digits
  • Menu
  • Get Speech
  • Capture

Lesson 3: Configuring Cisco Unified ICM Enterprise Scripting Using Microapplications

  • Advanced Speech Scripting
  • Building a Cisco Unified CVP Script

Lesson 4: Enabling Transfers and Reroute on No Answer

  • Cisco Unified CVP Transfers
  • Reroute on No Answer

Module 4: Cisco Unified CVP VXML Overview
Lesson 1: Exploring VXML

  • What Is VXML?
  • Cisco Unified CVP VXML Solution

Lesson 2: Installing and Configuring VXML

  • Cisco Unified CVP VXML Server Configuration
  • Cisco Unified Call Studio Project Configuration
  • Project Deployment
  • Server Maintenance Tasks
  • Cisco Unified ICM Enterprise Scripting for External VXML

Lesson 3: Exploring Courtesy Callback

  • What Is Courtesy Callback?
  • Courtesy Callback Call Flow
  • Courtesy Callback Considerations
  • Configuring Courtesy Callback

Module 5: Events, Log Files, and Reporting
Lesson 1: Configuring Cisco Unified CVP Reporting

  • Reporting Overview
  • Configuring the Reporting Server
  • Configuring the VXML Server for Reporting
  • Managing the Database
  • Database Backup
  • Database Restore
  • Managing Database Users
  • Cisco Unified CVP Templates and ICM Data Integration

Lesson 2: Utilizing Events and Log Files

  • Cisco Unified CVP Serviceability Overview
  • Cisco Unified CVP Statistics
  • Understanding Cisco Unified CVP Events
  • Simple Network Management Protocol
  • Syslog
  • Cisco Support Tools

Module 6: Failover, Diagnostics, and Troubleshooting
Lesson 1: Designing Failover and High Availability

  • Designing for 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
  • Cisco Unified Communications Manager High Availability
  • Cisco Unified ICM Enterprise

Lesson 2: Troubleshooting

  • Troubleshooting Overview
  • 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

Lab Outline

  • 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