Associated Certifications
NA
Required Exam(s)
NA
Instructorctclc admin
TypeOnsite Course
Duration
5 Days
Methods of Delivery
ILT, WEBEX, VIRTUAL
Price$4295.00
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This is a five day instructor-led custom course that is hands-on training course that teaches the features of CVP Call Studio to build self-service IVR applications and to run and maintain them on the CVP VXML Server, and to interface with UCCE/ICM scripts. Students have ample practice analyzing log files for debugging and using administrative scripts for graceful updates and suspensions of
applications.

Who Should Attend

Course Outline

Download Outline

The primary audience for this course is as follows:

  • Technical personnel, who want to create, deploy and maintain self-service VoiceXML applications using CVP Studio and CVP
    VoiceXML Server in conjunction with a Cisco Universal Voice Gateway.
  • Sales or technical personnel who require a general understanding of the above.

Module 1: Exploring VXML

  • What is VMXL?
  • Describe the benefits of VXML
  • Describe the components of the Cisco Unified CVP VXML solution

Module 2: Installing and Configuring VXML

  • Configure the Unified CVP VXML Server in the Cisco Unified CVP Operations Console
  • Configure a Cisco Unified Call Studio project
  • Deploy a Cisco Unified Call Studio project and describe the administrative tasks necessary to ensure that applications are running correctly on the VXML server
  • Describe ICM Considerations for VXML Application Support

Module 3: Installing Unified Call Studio
Module 4: Creating a New Project and Exploring the Call Studio
Module 5: Call Studio Building Blocks
Module 6: Call Studio Debugger
Module 7: Building a Healthcare Application
Module 8: Database and Email Connectivity
Module 9: Courtesy Call Back in Depth and Whisper

  • Define Courtesy Callback and its components
  • Examine the flow of a Courtesy Callback.
  • Examine the design considerations of Courtesy Callback
  • Describe how to configure a script for Courtesy Callback

Module 10: Agent Greeting and Whisper Greeting

  • Discuss the five steps used to create an Agent Greeting on the VXML Server
  • Examine considerations for deploying Agent Greeting
  • Describe how to configure Agent Greeting using an ICM Script
  • Describe how to use the Test Record Greeting feature in Agent Desktop

Module 11: Troubleshooting Call Studio

  • Define basic Cisco Unified CVP troubleshooting strategies
  • Use device status indications to isolate problems
  • Troubleshoot an ingress and egress Cisco IOS gateway
  • Troubleshoot Cisco VXML Gateways
  • Troubleshoot Cisco Unified ICM Enterprise
  • Troubleshoot transfers
  • Describe online support assistance methods

Labs:
Lab 1: “Hello World” Application
Lab 2: Sales Or Support Application
Lab 3: “AgeIdentification” Application
Lab 4: Application Transfer
Lab 5: “Receptionist” Application
Lab 6: Troubleshooting