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CVPI: Cisco Unified Customer Voice Portal Implementation v8.0

Class Lab on Version 9


The Cisco Unified Customer Voice Portal Implementation (CVPI) v8.0 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.

Course Objectives

After completing this course the student should be able to:

  • 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 Content

  • Cisco Unified CVP Technical
  • Cisco Unified CVP Comprehensive
  • Cisco Unified ICM Enterprise Scripting to Support Cisco Unified CVP
  • Cisco Unified CVP VXML Overview
  • Events, Log Files, and Reporting
  • Failover, Diagnostics, and Troubleshooting

Labs

  • Making Phone Calls
  • Exploring Your Router
  • Starting Cisco Unified ICM Enterprise Components
  • Installing Cisco Unified CVP
  • Configuring Cisco IOS Software for Cisco Unified CVP
  • Configuring Cisco Unified ICM for Cisco Unified CVP
  • Preparing a Simple Script
  • Creating Cisco Unified ICM Enterprise Scripting for Cisco Unified CVP
  • Using Tools to Observe Your Script
  • Configuring Calls Using SIP with Proxy
  • Configuring Calls into Cisco Unified CVP via CTI Route Point
  • Configuring Subsequent Transfers via Cisco Unified ICM Enterprise DN Plan
  • Installing Cisco Unified Call Studio
  • Creating and Deploying a Cisco Unified Call Studio Project
  • Integrating VXML Applications with Cisco Unified ICM Enterprise
  • Implementing Cisco Courtesy Callback
  • Backing Up the Reporting Server
  • Troubleshooting Cisco Unified CVP
  • Fixing a Cisco Unified CVP Deployment

Target Audience

  • Employee
  • Channel Partner/Reseller
  • Customer

Course Duration

5 days

Suggested Pre-requisites

The knowledge and skills that a student must have before attending this course are as follows:

  • CCNA
  • CVOICE v8.0
  • CIPT1 v8.0
  • ICMPT1
  • ICMPT2
  • IPCC Enterprise

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