CISCO Training

  Cisco Unified Customer Voice Portal Implementation v4.0
 

CVPI Course Description

Overview

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 Unifies Intelligent Contact Management (ICM) enterprise Environment

Course Version

This course is based on Customer Voice Portal (CVP)v 7.0 and Intelligent Contact Manager (ICM) v7.2.4

Course Prerequisites

These are the knowledge and skills that a learner must have before attending this course to fully benefit from its content.
CCNA
CVOICE
CIPT1
CIPT2
IPCC Enterprise

Who should attend

The primary audience for this course is as follows:

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.

Number of Days

5 Days instructor –led classroom training. (Approx.  7 hours each day)

Course Objectives

Upon completing this course, the learner will be able to meet these overall objectives’:
Explain the components, function, and call flow of a Cisco Unified CVP solution when deploed in either a standalone or comprehensive model.

Group, summarize, and complete the steps necessary to configure a functional Cisco Unified CVP comprehensive deployment model with Cisco Unified ICM Enterprise.

Demonstrate use of the six Cisco Unified ICM Enterprise micro-applications available to support caller interaction with Cisco Unified CVP.

Install and configure the Cisco Unified CVP VXML solution for Cisco Unified CVP.

Execute all the steps required to configure a Cisco Unified CVP environment to provide historical data and configure and use the diagnostic features and tools to ensure end-to-end serviceability.

Architect a Cisco Unified CVP solution that is designed for failover protection and high availability.  Use the recommended troubleshooting techniques to isolate and correct system failures.

Course Outline

Module 1: Cisco Unified CVP Technical Overview

Module objective:  Explain the components, function, and call flow of a Cisco Unified CVP   solution when deployed in either a standalone or comprehensive model.

Lesson1: Cisco Unified CVP overview Lesson 1:

Lesson objectives:  Identify key features in Cisco Unified CVP.   List compelling reasons to implement Cisco Unified CVP.  List features that are new in the Cisco Unified CVP 7.0 solution.

Lesson2:  Components, Capabilities and Licensing

Lesson objectives:  Classify the “Unified/Native” components of a Cisco Unified CVP solution and illustrate the function of the main processes within each component.  Explain other products not native to Cicso Unified CVP that may be integrated with Cisco Unified CVP and their purpose.  Compare solution components and requirements.  Identify licensing requirements in a Cicso Uified CVP solution.

Lesson 3:  Deployment Models and Call Flow

Lesson objectives:  State the basic differences between Cisco Unified CVP 3.X and 4.X.  Identifiy the available deployment models available, stating basic differences in each.  Trace signaling and call flow within Cisco Unified CVP Standalone and Comprehensive. 

Lesson 4:  Management and Reporting

Lesson objectives:  Discuss the key functions of the various isco Unified CVP 7.0 consoles.  List the Cisco IOS devices that are managed by the Ops Console.  List reporting services available in Cicso Unified CVP 7.0.  Discuss the process of Cisco Unified CVP error handling.

Labs 1-1 through 1-3:  Familiarization with Cisco Unified CVP

Lab objective:  Familiarize the learner with the lab environment by admisitering a hands –on tour of the network components included in a Cisco Unified CVP Comprehensive environment.

MODULE 2:  Cisco Unified CVP Comprehensive

Module Objective:  Groups, summarize and complete the steps necessary to configture a functional Cisco Unified CVP Comprehensive deployment model with Cisco Unified ICM Enterprise.bjectives:  Discuss the role that Cisco Unified CVP plays in providing IVR/VRU functionality in a Cisco Unified VoIP environment.  List the major stoeps required to set up Cisco Unified CVP Comprehensive with Sicso Unified ICM Enterprise.

Lesson 2:  Cisco Unified CVP Software Installation and Configuration

Lesson objectives:  Examine the steps necessary to upgrade, install, and license components of a Cisco Unified CVP solution.

Lesson 3: Cisco IOS Voice Browser Configuarion for Cisco Unified CVP

Lesson objectives:  Describe the Cisco IOS Voice Browser and the role that it plays in a Cisco Unified CVP environment.  Describe the basics of control affected through gateway signaling.  Compare the gateway signaling protocols available to use in a Cisco Unified CVP environment.  Describe the process of configuring the SIP subsystem and gateway via the Ops Console.  Cite the configuration steps necessary to configure the Cisco IOS Voice Browser.  List the configuration steps necessary to configure the H.323 subsystem in a Cisco Unified CVP Comprehensive solution.

Labs 2-1 and 2-2 Cisco Unified CVP Comprehensive part 1

Lab objectives:  Install and license the Cisco Unified CVP Call Server component. Administer initial setup of a Cisco IOS gateway for a Cisco Unified CVP Comprehensive environment.

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

Lesson objectives:  Describe Conprehensive flow and the major steps required to configure ICM Enterprise for Cisco Unified CVP.  Describe how Cisco Unified ICM Enterprise network VRU types relate to Cisco Unified CVP deployment model selection.  Examine the steps necessary to configure Cisco Unified ICM Enterprise in a Cisco Unified CVP Comprehensive solution.  Identify Cisco Unified CVP Ops Console operations for Cisco Unified ICM Enterprise.

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

Lesson objectives:  Configure Cisco Unified Communications Manager for Cisco Unified CVP.  Configure Cisco Unified Communications Manager for SIP and H.323. Configure Cisco Unified Communications Manager for subsequent transfers.

Labe 2-3 and 2-4:  Cisco Unified CVP Comprehensive Part 2

Lab Objectives:  Configure Cisco Unified ICM Enterprise eomponents necessary to support the Cisco Unified CVP Comprehensive solution.  Observe the Cisco Unified Communications Manager configuration necessary to support a Cisco Unified CVP comprehensive solution.  Using a “canned” Cisco Unified ICM Enterprise script, successfully dial into a configured Cisco Unified CVP Comprehensive solution.

MODULE 3:  cisco Unified ICM Enterprise Scripting to Support Cisco Unified CVP

Module Objective:  Demonstrate use of the six Cisco Unified ICM Enterprise micro-applications available to support caller interaction with Cisco Unified CVP.

Lesson 1:  Scripting Overview

Lesson objectives:  Identify Cisco Unified ICM Enterprise Script Editor fundamental tasks.  Discuss Media Server micro-applications, server configuration, and media file placement as it relates to Cisco Unified CVP scripting.  Describe how Cisco Unified ICM Enterprise ECC variables relate to the Cisco Unified ICM Enterprise script processing.

Lesson 2:  Cisco Unified ICM Enterprise Scripting Micro-Applications

Lesson objectives:  configure and implement Play Media (PM).  Configure an dimplement Menu (M).  Configure and implement Play Data (PD).  Configure an dimplement Get Data (GD).  Configure and implement Get Speech (GS).

Lesson 3:  Advanced Speech

Lesson objectives:  Discuss ASR/TTS fundamentals and supported software for a Cisco Unified CVP solution.  Identify the supported speech software, speech modes, and installation specifics for the currently supported vendors.  Describe Cisco Unified CVP component configuration steps necessary to support ASR/TTS.  Configure a Cisco IOS gateway for ASR/TTS.

Lesson 4:  Advanced Cisco Unified ICM Enterprise Scripting Micro-Applications

Lesson objectives:  Identify components in the process of Cisco Unified ICM Enterprise scripting.  Configure ICM Enterprise for a new script.  Build a Cisco Unified CVP script.

Lesson 5:  Subsequent Transfers and Queuing Calls

Lesson objectives:  Describe call transfer types and handling considerations.  Identify the steps necessary to enable subsequent transfer and queuing of calls in a Cisco Unified CVP environment.

Labs 3-1 through 3-4:  Cisco Unified ICM Enterprise Scripting for Cisco Unified CVP

Lab objectives:  Observe and perform Cisco Unified CVP component configuration to support ASR/TTS.  Construct a Cisco Unified ICM Enterprise script that makes use of all six micro-applications and that supports subsequent transfers and queuing.

MODULE 4:  Cisco Unified CVP VXML Solution

Module objectives:  Describe Voice XML as a technology and the benefits that it provides to Cisco Unified CVP.  Install and configure the Cisco Unified CVP VXML solution for Cisco Unified CVP.

Lesson 1:  VoiceXML Overview

Lesson objectives:  Describe what VoiceXML is and what benefit it provides to Cisco Unified CVP.  Define the components that constitute the Cisco Unified CVP VXML solution. 

Lesson 2:  VoiceXML Installation an dConfiguration

Lesson objectives:  Install and configure an dCisco Unified CVP VXML solution.  Identify server maintenance tasks.  Build, validate and deploy a project that will exchange information with aCisco Unified ICM Enterprise script.

Lab 4-1 through 4-3:  voiceXML Solution for Cisco Unified CVP

Lab objectives:  Install a Cisco Unified CVP VoiceXML solution.  Build, validate, and deploy a VoiceXML application tha twill exchange caller information between external VoiceXML and Cisco Unified ICM Enterprise.  Build and test a Cisco Unified ICM Enterprise script that references a deployed application.

MODULE 5:  Events, Log Files, and Reporting

Module objective:  Execute all the steps required to configure a Cisco Unified CVP enbvironment to provide historical data and configure an duse the diagnostic features and tools to ensure end-to-end serviceability.

Lesson 1:  Cisco Unified CVP Reporting

Lesson objectives:  Install, configure an dadminister the required elements that support the Cisco Unified CVP reporting system to obtain historical data from the system.  Discribe Cisco Unified CVP reporting.  Configure the reporting server.  Configure a VoiceSML server for reporting.  Manage the database.  Accomplish reporting against the database.

Lesson 2:  Events and Log Files

Lesson objective:  Utilize the Cisco Unified CVP system diagnostic tools to retrieve end-to-end call information to determine serviceability.

Lab 5-1:  Reporting Database and Backup

Lab objectives:  Configure secure communication between the OAM&P management console and a Cisco IOS gateway.  Administer users and device pools to demonstrate multilevel rights access within a Cisco Unified CVP environment.  Install, configure, license, and administer a reporting server.  Administer demonstration reports.

MODULE 6:  Failover, Diagnostics, and Trobuleshooting

Module objectives:  Architect a Cisco Unified CVP solution that is designed for failover protection and high availability.  Use the recommended troubleshooting techniques to isolate and correct system failures.

Lesson 1:  Failover and High Availability

Lesson objective:  Design a Cisco Unified CVP system architecture that will provide adequate failover protection, high availability, and minimal impact on system users.

Lesson 2:  Troubleshooting

Lesson objectives:  Utilize the recommended troubleshooting procedures to isolate and correct Cisco Unified CVP system failures.

Lab 6-1:  Troubleshooting Cisco Unified CVP

Lab objective:  Administer a variety of tools and utilities to ensure rapid diagnosis and successful troubleshooting of a Cisco Unified CVP Comprehensive solution with Cisco Unified ICM Enterprise.