5 Days
Course Description
This hands-on, instructor-led course covers the tasks necessary for the operation, administration, maintenance and provisioning (Ops Console) of Unified Customer Voice Portal (CVP) as it is installed in a comprehensive Intelligent Contact Manager Enterprise (ICME) environment. Lab exercises address the configuration of all CVP 7.0 product components as well as external components, including gateways, gatekeepers, Unified Communications Manager (formerly known as CallManager), ICM, and CVP studio, to properly interface with CVP. In the course, you will addresses CVP serviceability issues such as troubleshooting, redundancy, failover, and remote monitoring. The purpose of the course is to enable you to achieve working-level competency on CVP 7.0.
Course Objectives
- Components, functions, and call flow of a CVP solution when deployed in either a stand-alone or comprehensive model
- Group, summarize, and complete the steps necessary to configure a functional Unified CVP comprehensive deployment model with Unified ICME
- Use of six Unified ICME MicroApps available to support caller interaction with Unified CVP
- Set up and configure Unified CVP components to support Automatic Speech Recognition (ASR) and Text To Speech (TTS)
- Configure Unified CVP comprehensive solution to support subsequent transfer and queuing
- VoiceXML as a technology and the benefits it provides to Unified CVP
- Install and configure the CVP VoiceXML solution for Unified CVP
- Security and reporting related to a Unified CVP solution
- High Availability (HA) solutions, including diagnostics and troubleshooting related to Unified CVP comprehensive solutions
Intended Audience
- Customer
- Employee
- Channel Partners/Resellers
Prerequisites
- Experience with legacy and IP telephony, Contact Center, gateways and gatekeepers for H.323 networks, and Microsoft Windows 2003 Server
- Basic networking knowledge
- Familiarity with Cisco IOS CLI
- Working knowledge of Cisco Unified Communications Manager
- ICND1 - Interconnecting Cisco Network Devices 1
- ICND2 - Interconnecting Cisco Network Devices 2
- CIPT1 v6.0 - Implementing Cisco Unified Communications IP Telephony Part 1
- GWGK - Implementing Cisco Voice Gateways and Gatekeepers
- ICMPT1 - Cisco Intelligent Contact Manager Product Training Part 1
- ICMPT2 - Cisco Intelligent Contact Manager Product Training Part 2
Course Outline
1. Course introduction
2. Unified CVP Technical Overview
3. Unified CVP Comprehensive
4. Unified ICME Scripting to Support Unified CVP
5. Unified CVP Voice XML Solution
6. Events, Log Files, and Reporting
7. Failover, Diagnostics, and Troubleshootin
Course Labs
• Familiarization Lab
• Comprehensive Labs
• Media File, ECC, MicroApp Labs
• VXML Server/Studio Labs
• Reporting DB Backup Lab
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