CISCO UNIFIED CUSTOMER VOICE PORTAL IMPLEMENTATION (CVPI)

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Formación en Tecnologías Avanzadas

Duración: 5 días, 35 hrs.

CISCO UNIFIED CUSTOMER VOICE PORTAL IMPLEMENTATION (CVPI)

Temario

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.

Pre-requisitos

Attendees should meet the following prerequisites:

Good understanding of Cisco Unified Communications Manager - CVOICE and CIPT are recommended.The basics of Unified Communications Manager are not included in this course

Dirigido a

Anyone implementing Cisco Unified CVP..

Objetivos del Curso:

• 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

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Contenido

Module 1. Cisco Unified CVP Technical Overview A. Cisco Unified CVP

- Overview - Primary Uses - Features

B. Components and Capabilities

- Native Components - Add-On Products

- Cisco Unified CVP Compatibility

C. 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

Module 2. Cisco Unified CVP Comprehensive Overview A. Installation and Configuration

B. 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

C. Configuring SIP and Cisco IOS Gateways

- Gateway Signaling - Configuring SIP

- Configuring the Operations Console Steps on a Cisco IOS Gateway

D. Configuring Cisco Unified ICM Enterprise

- Adding the ICM Server to the Operations Console - Configuration Tasks

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- Network VRU Types

E. Configuring Cisco Unified Communications Manager (CUCM) for Cisco Unified CVP

- Configuration Tasks - Configuration for SIP

Module 3. Cisco Unified ICM Enterprise Scripting A. General Scripting Concepts

- Cisco Unified CVP Script Editors - Media Server Files

B. Implementing Cisco Unified ICM Enterprise Scripting Microapplications

- Play Media - Play Data - Get Digits - Menu - Get Speech - Capture

C. Configuring Scripting Using Microapplications

- Advanced Speech Scripting

- Building a Cisco Unified CVP Script

D. Enabling Transfers and Reroute on No Answer

- Cisco Unified CVP Transfers - Reroute on No Answer

Module 4. Cisco Unified CVP VXML Overview A. Exploring VXML

- Cisco Unified CVP VXML Solution

B. 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

C. Exploring Courtesy Callback

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- Considerations - Configuration

Module 5. Events, Log Files, and Reporting A. Configuring Cisco Unified CVP Reporting

- Configuring the Reporting Server

- Configuring the VXML Server for Reporting - Managing the Database

a. Backup b. Restore

c. Managing Users

- Cisco Unified CVP Templates and ICM Data Integration

B. 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

Module 6. Failover, Diagnostics, and Troubleshooting A. 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

B. Troubleshooting

- Device and Service Status

- Ingress and Egress Cisco IOS Gateway - Troubleshooting Tools for the VXML Gateway - Troubleshooting Cisco Unified ICM Enterprise - Troubleshooting Transfers

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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