CVPI - Cisco Unified Customer Voice Portal Implementation v8.0

Code: 5802

5 days

List Tuition : $3,695.00 USD

Course Overview

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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.

Anyone implementing Cisco Unified CVP

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

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

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

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