This course will be beneficial for Individuals with telephony or data networking background who are familiar with network infrastructure and IP Communication components upon which Cisco Unified CVP will be implemented.
This course will be delivered using v9.0 software, giving the delegate an enhanced experience. Additional hand-out and labs will be provided to supplement the standard Cisco training materials (currently on v8.0). This course is also suitable for those on earlier versions of the software. This course defines the tasks necessary for the Operation, Administration, Management and Provisioning of Cisco Unified Customer Voice Portal as it is installed in a comprehensive Cisco Unified Intelligent Contact Management Enterprise environment.
Cisco Unified CVP Technical Overview Cisco Unified CVP Overview Components, Capabilities and Licensing Deployment Models and Call Flow Management and Reporting Cisco Unified CVP Comprehensive Cisco Unified CVP Comprehensive Overview Cisco Unified CVP Software Installation and Configuration Cisco IOS Voice Browser Configuration for Cisco Unified CVP Cisco Unified ICM Enterprise Configuration for Unified CVP Cisco Unified Communications Manager Configuration for Cisco Unified CVP Cisco Unified ICM Enterprise Scripting to Support Cisco Unified CVP Scripting Overview Cisco Unified ICM Enterprise Scripting Micro-Applications Advanced Speech Advanced Cisco Unified ICM Enterprise Scripting Micro-Applications Subsequent Transfers and Queuing Calls Cisco Unified CVP VoiceXML Solution VoiceXML Overview VoiceXML Installation and Configuration Events Log Files and Reporting Cisco Unified CVP Reporting Events and Log Files Failover, Diagnostics and Troubleshooting Failover and High Availability Troubleshooting Labs Lab 1-1: - Lab 1-3: Familarisation with Cisco Unified CVP Lab 2-1: - Lab 2-2: Cisco Unified CVP Comprehensive Part 1 Lab 2-3: - Lab 2-4: Cisco Unified CVP Comprehensive Part2 Lab 3-1: - Lab 3-4: Cisco Unified ICM Enterprise Scripting for Cisco Unified CVP Lab 3-5: Configure Subsequent Transfers via Cisco Unified ICM Enterprise DN Plan Lab 4-1: - Lab 4-3: Voice XML Solution for Cisco Unified CVP Lab 4-4: Implement Cisco Courtesy Callback Lab 5-1: Reporting Database and Backup Lab 6-1: Troubleshooting Cisco Unified CVP Lab 6-2: Fix a Cisco Unified CVP Deployment Lab 7-1: Install Secondary Cisco Unified CVP Lab 7-2: Configure Cisco IOS Software for Cisco Unified CVP Lab 7-3: Add SIP Server Groups to the Operations Console Lab 7-4: Add Dialed Number Patterns to the Operations Console Lab 7-5: Reconfigure the Primary Unified CVP CS and Unified CVP RS in Operations Console Lab 7-6: Configure Calls Using SIP with Cisco Unified SIP Proxy Server Lab 7-7: Prepare a Detailed Simple Script Lab 8-1: Prepare Agent Greeting (Record, Play) and Whisper Annoucement Script
After you complete this course you will 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