Network Training - Course Details

CVPI-CUCVPIv80 CVPI - Cisco Unified Customer Voice Portal Implementation v8.0

Network Training Course Description:
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.
Network Training Course Duration:
Network Training Course Target Audience:
Anyone implementing Cisco Unified CVP
Network Training Course Prerequisite:
Familiarity with network infrastructure, IP communications components,and Cisco Unified Contact Center Enterprise,CCNA certification
Course Content:
  • 1. Cisco Unified CVP Technical Overview

    • Cisco Unified CVP
      • Overview
      • Primary Uses
      • Features
    • Components and Capabilities
      • Native Components
      • Add-On Products
      • Cisco Unified CVP Compatibility
    • Deployment Models and Call Flows
      • Geographical and Deployment Model
      • Stand-Alone Deployment and Call Flows
      • Call Director Deployment and Call Flows
      • Comprehensive Model and Call Flow
      • VRU-Only Deployment and Call Flow
      • Viewing a Call Flow

  • 2. Cisco Unified CVP Comprehensive Overview

    • Installation and Configuration
    • Upgrading, Installing, and Configuring Cisco Unified CVP Software
      • Installation
      • Configuring NTP for Deployment
      • System Management
      • Call Server Setup and Configuration
      • Verifying the Installation
      • Licensing
      • Upgrades
    • Configuring SIP and Cisco IOS Gateways
      • Gateway Signaling
      • Configuring SIP
      • Configuring the Operations Console Steps on a Cisco IOS Gateway
    • Configuring Cisco Unified ICM Enterprise
      • Adding the ICM Server to the Operations Console
      • Configuration Tasks
      • Network VRU Types
    • Configuring Cisco Unified Communications Manager (CUCM) for Cisco UnifiedCVP
      • Configuration Tasks
      • Configuration for SIP

  • 3. Cisco Unified ICM Enterprise Scripting

    • General Scripting Concepts
      • Cisco Unified CVP Script Editors
      • Media Server Files
    • Implementing Cisco Unified ICM Enterprise Scripting Microapplications
      • Play Media
      • Play Data
      • Get Digits
      • Menu
      • Get Speech
      • Capture
    • Configuring Scripting Using Microapplications
      • Advanced Speech Scripting
      • Building a Cisco Unified CVP Script
    • Enabling Transfers and Reroute on No Answer
      • Cisco Unified CVP Transfers
      • Reroute on No Answer

  • 4. Cisco Unified CVP VXML Overview

    • Exploring VXML
      • Cisco Unified CVP VXML Solution
    • Installing and Configuring VXML
      • Server Configuration
      • Cisco Unified Call Studio Project Configuration
      • Project Deployment
      • Server Maintenance Tasks
      • Cisco Unified ICM Enterprise Scripting for External VXML
    • Exploring Courtesy Callback
      • Call Flow
      • Considerations
      • Configuration

  • 5. Events, Log Files, and Reporting

  • Utilizing Events and Log Files
    • Cisco Unified CVP Serviceability
    • Cisco Unified CVP Statistics
    • Cisco Unified CVP Events
    • Simple Network Management Protocol
    • Syslog
    • Cisco Support Tools

6. Failover, Diagnostics, and Troubleshooting

  • Designing Failover and 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
    • CUCM High Availability
  • Troubleshooting
    • 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 1: Making Phone Calls

Lab 2: Exploring Your Router

Lab 3: Starting Cisco Unified ICM Enterprise Components

Lab 4: Installing Cisco Unified CVP

Lab 5: Configuring Cisco IOS Software

Lab 6: Configuring Cisco Unified ICM

Lab 7: Preparing a Simple Script

Lab 8: Creating Cisco Unified ICM Enterprise Scripting

Lab 9: Using Tools to Observe Your Script

Lab 10: Configuring Calls Using SIP with Proxy

Lab 11: Configuring Calls into Cisco Unified CVP via CTI Route Point

Lab 12: Configuring Subsequent Transfers via Cisco Unified ICM Enterprise DNPlan

Lab 13: Installing Cisco Unified Call Studio

Lab 14: Creating and Deploying a Cisco Unified Call Studio Project

Lab 15: Integrating VXML Applications with Cisco Unified ICM Enterprise

Lab 16: Implementing Cisco Courtesy Callback

Lab 17: Backing Up the Reporting Server

Lab 18: Troubleshooting Cisco Unified CVP

Lab 19: Fixing a Cisco Unified CVP Deployment