CVPI - Cisco Unified Customer Voice Portal Implementation v8.0 Eğitimi

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5 Days ILT    
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Cisco  » Contact Center Eğitimler
Unified Communications  » Other Eğitimler
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CVPI - Cisco Unified Customer Voice Portal Implementation v8.0

Learn to install, operate, and manage Cisco Unified CVP.

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


  • 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

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


Lab 1: Configuring Cisco Unified Communications Manager

  • Task 1: Create an Agent Phone
  • Task 2: Create a SIP Trunk and Route Pattern
  • Task 3: Create an Application User Account for ICM

Lab 2: Installing and Configuring Cisco Unified CVP

  • Task 1: Install Cisco Unified CVP
  • Task 2: Running the Reporting Database Configuration Batch File
  • Task 3: Configure and License the Cisco Unified CVP Call Server
  • Task 4: Configure the Gateway
  • Task 5: Configure the VXML Server
  • Task 6: Configure Cisco Unified Communications Manager
  • Task 7: Configure the ICM Server
  • Task 8: Configure the Media Server
  • Task 9: Configure the Reporting Server

Lab 3: Configuring ICM for Cisco Unified CVP

  • Task 1: Start Up the Central Controller
  • Task 2: Configure Agent Desk Settings
  • Task 3: Configure a Network VRU
  • Task 4: Configure a PG Generic Peripheral Gateway
  • Task 5: Configuring Network Trunk Groups
  • Task 6: Configuring Skill Groups
  • Task 7: Configuring an Agent
  • Task 8: Configuring an Agent Targeting Rule
  • Task 9: Configuring a Dialed Number
  • Task 10: Configuring a Call Type
  • Task 11: Configuring Labels and ECC Variables
  • Task 12: Configuring Network VRU Scripts
  • Task 13: Creating the ICM Script

Lab 4: ICM Scripting for Cisco Unified CVP

  • Task 1: Defining ICM Network VRU Scripts
  • Task 2: Importing and Modifying the ICM Script
  • Task 3: Testing Your New Script
  • Task 4: Using ICM Script Editor Monitor Mode
  • Task 5: Using ICM Call Tracer Utility
  • Task 6: Viewing ICM Call Router Logs

Lab 5: Configuring Calls Using a Proxy Server

  • Task 1: Adding SIP Trunks to Cisco Unified Communications Manager
  • Task 2: Configuring Cisco Unified Presence as a SIP Proxy
  • Task 3: Configuring the Gateway and ICM for Calls using a SIP Proxy
  • Task 4: Configuring the Operations Console for SIP Proxy

Lab 6: Prompting and Collecting for Non-Cisco Unified CVP Initiated Calls

  • Task 1: Configuring Cisco Unified Communications Manager to use a CTI Route Point to Route Calls
  • Task 2: Configuring ICM to Route Calls from Cisco Unified Communications Manager

Lab 7: Configuring Subsequent Transfers via ICM Dialed Number Plan

  • Task 1: Configuring a Dialed Number
  • Task 2: Configuring a Call Type
  • Task 3: Configuring ICM for Subsequent Transfers
  • Task 4: Importing and Modifying the Transfer Script
  • Task 5: Testing the Transfer

Lab 8: Configuring for Ring-No-Answer Re-Queries

  • Task 1: Configuring ICM for Ring-No-Answer Re-queries
  • Task 2: Import and Schedule the RNA_Script
  • Task 3: Test RNA Re-queries
  • Task 4: Configure for RNA Re-queries from the CVP Peripheral
  • Task 5: Test RNA Re-queries from the CVP Peripheral
  • Task 6: Using ASR/TTS with Micro-applications

Lab 9: Installing and Using Cisco Unified Call Studio

  • Task 1: Installing Cisco Unified Call Studio
  • Task 2: Importing a Sample Project
  • Task 3: Modifying Your Project
  • Task 4: Deploying the New Project

Lab 10: Integrating VXML Applications with ICM

  • Task 1: Creating an ICM Script to Use an External VXML Application
  • Task 2: Using ASR/TTS in a Call Studio Project

Lab 11: Backing Up the Reporting Server

  • Task 1: Configuring and Running Backups

Lab 12: Troubleshooting Cisco Unified CVP

  • Task 1: Using CLI to Set Trace Levels
  • Task 2: Gathering Log Files
  • Task 3: Analyzing Log Files using the Cisco Log Visualization Tool
  • Task 4: Displaying Non-Native Cisco Unified CVP Component Information

Lab 13: Fixing a Cisco Unified CVP Deployment

  • Task 1: Fixing a Cisco Unified CVP Deployment

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