Cisco Unified Customer Voice Portal Implementation

Course details

The Customer Voice Portal Implementation (CVPI) 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.Target Audience

This course is designed for:

• 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
• 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 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

Cisco Unified CVP Technical Overview

• Exploring Cisco Unified CVP
• Describing Components and Capabilities
• Exploring Deployment Models and Call Flows

Cisco Unified CVP Comprehensive

• Examining Cisco Unified CVP Comprehensive
• Upgrading, Installing, and Configuring Cisco Unified CVP Software
• Configuring SIP and Cisco IOS Gateways for Cisco Unified CVP
• Configuring Cisco Unified ICM Enterprise for Cisco Unified CVP
• Configuring Cisco Unified Communications Manager for Cisco Unified CVP

Cisco Unified ICM Enterprise Scripting to Support Cisco Unified CVP

• Introducing Scripting
• Implementing Cisco Unified ICM Enterprise Scripting Microapplications
• Configuring Cisco Unified ICM Enterprise Scripting Using Microapplications
• Enabling Transfers and Reroute on No Answer

Cisco Unified CVP VXML Overview

• Exploring VXML
• Installing and Configuring VXML
• Exploring Courtesy Callback

Events, Log Files, and Reporting

• Configuring Cisco Unified CVP Reporting
• Utilizing Events and Log Files

Failover, Diagnostics, and Troubleshooting

• Designing Failover and High Availability
• Troubleshooting