Customer Voice Portal Implementation

COURSE OUTLINE:

Description Cisco Unified Voice Portal Implementation (CVPI) 7.0 is a 5 day hands-on, instructor-led course that covers the tasks necessary for the operation, administration, maintenance and provisioning (Ops Console) of Unified CVP as it is installed in a comprehensive Intelligent Contact manager Enterprise (ICME) environment. Lab exercises address the configuration of all CVP 7.0 product components as well as external components including gateways, gatekeepers, Unified Communications Manager (formerly known as CallManager), ICM and CVP studio so as to properly interface with CVP. The course addresses CVP serviceability issues such as troubleshooting, redundancy, failover and remote monitoring. The purpose of the course is to enable a student to achieve working-level competency on CVP 7.0.

Prerequisites
To fully benefit from the CVPI 7.0 course, students should have attended the following prerequisite classes and possess the following skills and knowledge:

  • Telephony Experience – IP and Legacy
  • Cisco IOS CLI Familiarity
  • Microsoft Windows 2003 Server
  • Interconnecting Cisco Network Devices (ICND1 and 2) or CCNA
  • Cisco IP Telephony Part I (CIPT1)
  • Implementing Cisco Voice Gateways and Gatekeepers (GWGK) or CVOICE 6.0
  • Cisco Intelligent Contact manager Product Training (ICMPT 1 & ICMPT 2)

Learning Objectives
After completing this course the student should be able to:

  • Explain the components, functions and call flow of a CVP solution when deployed in either a standalone or comprehensive model
  • Group, summarize and complete the steps necessary to configure a functional Unified CVP comprehensive deployment model with Unified ICME • Demonstrate use of 6 Unified ICME MicroApps available to support caller interaction with Unified CVP • Demonstrate setup and configuration of Unified CVP components to support Automatic Speech Recognition (ASR) and Text To Speech (TTS)
  • Configure Unified CVP Comprehensive solution to support subsequent transfer and queuing
  • Associate VoiceXML as a technology and the benefits it provides to Unified CVP
  • Install and configure the CVP VoiceXML Solution for Unified CVP
  • Define and discuss security and reporting as it relates to a Unified CVP Solution
  • Define High Availability (HA) solutions including Diagnostics and Troubleshooting as it relates to a Unified CVP Comprehensive solutions

Who should attend

  • Customers
  • Channel Partners
  • Resellers
  • Employees

Prerequisites

To fully benefit from CVPI, delegates must have attended the following prerequisite courses and possess the following skills and knowledge:

Interconnecting Cisco Network Devices Part 1 (ICND1)
Interconnecting Cisco Network Devices Part 2 (ICND2)
Implementing Cisco Unified Communications Manager Part 1 (CIPT1)
Cisco Voice over IP (CVOICE)
Implementing Cisco Voice Gateways & Gatekeepers (GWGK)

  • Telephony Experience - IP and Legacy
  • Contact Center Experience
  • Basic Networking Knowledge
  • Cisco IOS CLI Familiarity
  • Working Knowledge of Cisco CallManager
  • Gateway and Gatekeeper for H.323 Networks
  • Microsoft Windows 2000 Server

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 deployed 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 Content

Cisco Customer Voice Portal (CVPI) Implementation is a hands-on instructor-led course that presents the topology of the product's three deployment models; Queue and Transfer, Stand-alone and Full Feature.

The course outline is as follows:

  • Cisco Unified CVP Technical overview
  • Cisco Unified CVP Comprehensive
  • Cisco Unified ICM Enterprise Scripting to Support Cisco Unified CVP
  • Media File, ECC and Micro Applications
  • Cisco Unified CVP VXML Solution
  • VXML Server and Studio
  • Events, Log Files, and Reporting
  • Reporting Database and Backup
  • Failover, Diagnostics, and Troubleshooting

Course Content


MODULE 1: CISCO UNIFIED CVP TECHNICAL OVERVIEW

• Lesson 1: Cisco Unified CVP Overview
• Lesson 2: Components, Capabilities and
Licensing
• Lesson 3: Deployment Models and Call Flow
• Lesson 4: Management and Reporting

MODULE 2: CISCO UNIFIED CVP COMPREHENSIVE

Lesson 1: Cisco Unified CVP Comprehensive
Overview
• Lesson 2: Cisco Unified CVP Software
Installation and Configuration
• Lesson 3: Cisco IOS Voice Browser
Configuration for Cisco Unified CVP
• Lesson 4: Cisco Unified ICM Enterprise Configuration for
Cisco Unified CVP
• Lesson 5: Cisco Unified Communications Manager
Configuration for Cisco Unified CVP

MODULE 3: CISCO UNIFIED ICM ENTERPRISE SCRIPTING TO SUPPORT CISCO UNIFIED CVP

• Lesson 1: Scripting Overview
• Lesson 2: Cisco Unified ICM Enterprise
Scripting Micro-Applications
• Lesson 3: Advanced Speech
• Lesson 4: Advanced Cisco Unified ICM Enterprise Scripting
Micro-Applications
• Lesson 5: Subsequent Transfers and Queuing Calls

MODULE 4: CISCO UNIFIED CVP VXML SOLUTION

• Lesson 1: VoiceXML Overview • Lesson 2: VoiceXML Installation and Configuration

MODULE 5: EVENTS, LOG FILES, AND REPORTING

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

MODULE 6: FAILOVER, DIAGNOSTICS, AND TROUBLESHOOTING

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