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.

What You'll Learn

• Components, function, and call flow of a Cisco Unified CVP solution, stand-alone or comprehensive model
• Configure a functional Cisco Unified CVP comprehensive deployment model with Cisco Unified ICM Enterprise
• Cisco Unified CCE microapplications supporting caller interaction with Cisco Unified CVP
• Voice Extensible Markup Language (VXML) as a technology and the benefits it provides
• Install and configure the Cisco Unified CVP VXML solution for Cisco Unified CVP
• Configure a Cisco Unified CVP environment to provide historical data
• Configure and use the diagnostic features and tools to ensure end-to-end serviceability
• Design a Cisco Unified CVP solution for failover protection and high availability
• Troubleshoot to isolate and correct system failures

Who Needs to Attend

Anyone implementing Cisco Unified CVP

Prerequisites

• Familiarity with network infrastructure, IP communications components, and Cisco Unified Contact Center Enterprise
• CCNA certification

• CVOICE - Implementing Cisco Unified Communications Voice over IP and QoS v8.0
• CIPT1 - Implementing Cisco Unified Communications IP Telephony Part 1 v8.0

Follow-On Courses

There are no follow-ons for this course.

Course Outline

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 Unified CVP
  • 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

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

Labs

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 DN Plan

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