CVPI v8.0 - Cisco Unified Customer Voice Portal Implementation

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Description

Cisco Unified Customer Voice Portal Implementation (CVPI) v8.0 defines the tasks necessary for the operation, administration, management, and provisioning of Cisco Unified Customer Voice Portal (CVP) as it is installed in a comprehensive Cisco Unified Intelligent Contact Management (ICM) Enterprise environment.

To participate in the hands-on labs in this class, you need to bring a laptop computer with the following:

  • We recommend using at least a Pentium 4 or better and 1 GB of RAM or more.
  • We recommend running Windows XP Professional SP3 or greater (Vista & Windows 7/8).
    Mac & Linux machines are also supported.
  • Browser Requirements: Internet Explorer 10 or greater or Mozilla Firefox. (Safari and Mozilla Firefox for Mac OSX)
  • All students are required to have administrator rights to their PCs and cannot be logged in to a domain using any Group Policies that will limit their machine's capabilities.
  • If you do not have administrator rights to your PC, you at least need permissions to download, install, and run Cisco Any Connect Client.
  • If you are participating in a WebEx event, it is highly recommended to take this class at a location that has bandwidth speeds at a minimum of 1 Mbps bandwidth speeds.

If you have any questions or issues with meeting the recommended requirements, please contact us at rlt@skyline-ats.com to discuss.

Objectives

After completing this course the student should 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

Prerequisites

The knowledge and skills that a learner must have before attending this course are as follows:

  • Cisco CCNA
  • Knowledge and skills equivalent to having attended the Cisco Voice over IP (CVOICE) course
  • Knowledge and skills equivalent to having attended the Cisco IP Telephony Part 1 (CIPT1) course
  • Experience and knowledge about Cisco Unified Contact Center Enterprise

Who Should Attend

The primary audience for this course is as follows:

  • Individuals with telephony or data networking background who are familiar with the network infrastructure and IP communications components on which Cisco Unified CVP will be implemented.

Outline

Module 1: Cisco Unified CVP Technical Overview

    Lesson 1: Exploring Cisco Unified CVP

    • What Is Cisco Unified CVP?
    • Why Use Cisco Unified CVP?
    • Features of Cisco Unified CVP

    Lesson 2: Describing Components and Capabilities

    • Native Cisco Unified CVP Components
    • Products That Are Not Native to Cisco Unified CVP
    • Cisco Unified CVP Compatibility

    Lesson 3: Exploring Deployment Models and Call Flows

    • Geographical and Deployment Model Overview
    • Cisco Unified CVP Standalone Deployment and Call Flows
    • Cisco Unified CVP Call Director Deployment and Call Flows
    • Cisco Unified CVP Comprehensive Model and Call Flow
    • Cisco Unified CVP VRU-Only Deployment and Call Flow
    • Viewing a Call Flow

Module 2: Cisco Unified CVP Comprehensive

    Lesson 1: Examining Cisco Unified CVP Comprehensive

    • Cisco Unified CVP Comprehensive Call Flow Overview
    • Steps for Installing and Configuring Cisco Unified CVP Comprehensive

    Lesson 2: Upgrading, Installing, and Configuring Cisco Unified CVP Software

    • Cisco Unified CVP 8.0 Installation Overview
    • Configuring NTP for a Cisco Unified CVP Deployment
    • Cisco Unified CVP Installation
    • Cisco Unified CVP System Management
    • Initial Cisco Unified CVP Call Server Setup and Configuration
    • Verifying the Cisco Unified CVP Installation
    • Cisco Unified CVP Licensing
    • Cisco Unified CVP Upgrades

    Lesson 3: Configuring SIP and Cisco IOS Gateways for Cisco Unified CVP

    • Gateway Overview
    • Gateway Signaling Fundamentals
    • Configuring SIP
    • Configuring the Cisco Unified CVP Operations Console Steps on a Cisco IOS Gateway
    • Configuring Cisco IOS Gateways

    Lesson 4: Configuring Cisco Unified ICM Enterprise for Cisco Unified CVP

    • Adding the ICM Server to the Cisco Unified CVP Operations Console
    • Overview of the Cisco Unified ICM Enterprise Configuration Tasks
    • Network VRU Types
    • Configuring Cisco Unified ICM Enterprise

    Lesson 5: Configuring Cisco Unified Communications Manager for Cisco Unified CVP

    • Cisco Unified Communications Manager Configuration Tasks
    • Cisco Unified Communications Manager Configuration for SIP

Module 3: Cisco Unified ICM Enterprise Scripting to Support Cisco Unified CVP

    Lesson 1: Introducing Scripting

    • General Scripting Concepts
    • Cisco Unified CVP Script Editors
    • Scripting Overview
    • Media Server Files

    Lesson 2: Implementing Cisco Unified ICM Enterprise Scripting Microapplications

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

    Lesson 3: Configuring Cisco Unified ICM Enterprise Scripting Using Microapplications

    • Advanced Speech Scripting
    • Building a Cisco Unified CVP Script

    Lesson 4: Enabling Transfers and Reroute on No Answer

    • Cisco Unified CVP Transfers
    • Reroute on No Answer

Module 4: Cisco Unified CVP VXML Overview

    Lesson 1: Exploring VXML

    • What Is VXML?
    • Cisco Unified CVP VXML Solution

    Lesson 2: Installing and Configuring VXML

    • Cisco Unified CVP VXML Server Configuration
    • Cisco Unified Call Studio Project Configuration
    • Project Deployment
    • Server Maintenance Tasks
    • Cisco Unified ICM Enterprise Scripting for External VXML

    Lesson 3: Exploring Courtesy Callback

    • What Is Courtesy Callback?
    • Courtesy Callback Call Flow
    • Courtesy Callback Considerations
    • Configuring Courtesy Callback

Module 5: Events, Log Files, and Reporting

    Lesson 1: Configuring Cisco Unified CVP Reporting

    • Reporting Overview
    • Configuring the Reporting Server
    • Configuring the VXML Server for Reporting
    • Managing the Database
    • Database Backup
    • Database Restore
    • Managing Database Users
    • Cisco Unified CVP Templates and ICM Data Integration

    Lesson 2: Utilizing Events and Log Files

    • Cisco Unified CVP Serviceability Overview
    • Cisco Unified CVP Statistics
    • Understanding Cisco Unified CVP Events
    • Simple Network Management Protocol
    • Syslog
    • Cisco Support Tools

Module 6: Failover, Diagnostics, and Troubleshooting

    Lesson 1: Designing Failover and High Availability

    • Designing for 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
    • Cisco Unified Communications Manager High Availability
    • Cisco Unified ICM Enterprise

    Lesson 2: Troubleshooting

    • Troubleshooting Overview
    • 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 Outline

Lab 2-1: 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 2-2: 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 2-3: 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 3-1: 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 3-2: 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 3-3: 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 3-4: 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 3-5: 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 4-1: 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 4-2: 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 5-1: Backing Up the Reporting Server

  • Task 1: Configuring and Running Backups

Lab 6-1: 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 6-2: Fixing a Cisco Unified CVP Deployment

  • Task 1: Fixing a Cisco Unified CVP Deployment