Loading Classes
Cisco Unified Customer Voice Portal (CVPI)
New Age Technologies has been delivering Authorized Training since 1996. We offer Cisco’s full suite of authorized courses including Customer Voice Portal, Unified Communications Manager, Troubleshooting Cisco IP, Wireless, Cisco Collaboration, Storage Networking and more. If you have any questions or can’t seem to find the Cisco class that you are interested in, contact one of our Cisco Training Specialists. Invest in your future today with Cisco training from New Age Technologies.
✉ Cisco Training Specialist | ☏ 502.909.0819
COURSE INFORMATION
Cisco Unified Customer Voice Portal (CVPI) Course Overview:
The Cisco Unified Customer Voice Portal (CVPI) course 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.
Who Should Attend:
- 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
Cisco Unified Customer Voice Portal (CVPI) Course Prerequisites:
Before attending this course, you must have the following:
- 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
Cisco Unified Customer Voice Portal (CVPI) Course Objectives:
After successfully completing this course, you will 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 micro-applications 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
Cisco Unified Customer Voice Portal (CVPI) Course Outline:
Module 1: Cisco Unified CVP Technical Overview
- Exploring Cisco Unified CVP
- Describing Components and Capabilities
- Exploring Deployment Models and Call Flows
- Module 1 Labs:
- Lab 1: Making Phone Calls
- Lab 2: Exploring Your Router
- Lab 3: Starting Cisco Unified ICM Enterprise Components
Module 2: Cisco Unified CVP Comprehensive
- Examining Cisco Unified CVP Comprehensive
- Upgrading, Installing, and Configuring Cisco Unified CVP Software
- Configuring SIP and Cisco IOS Gateways for Cisco Unified CVP
- Configuring Cisco Unified ICM Enterprise for Cisco Unified CVP
- Configuring Cisco Unified Communications Manager for Cisco Unified CVP
- Module 2 Labs:
- Lab 1: Installing Cisco Unified CVP
- Lab 2: Configuring Cisco IOS Software for Cisco Unified CVP
- Lab 3: Configuring Cisco Unified ICM for Cisco Unified CVP
- Lab 4: Preparing a Simple Script
Module 3: Cisco Unified ICM Enterprise Scripting to Support Cisco Unified CVP
- Introducing Scripting
- Implementing Cisco Unified ICM Enterprise Scripting Micro-applications
- Configuring Cisco Unified ICM Enterprise Scripting Using Micro-applications
- Enabling Transfers and Reroute on No Answer
- Module 3 Labs:
- Lab 1: Creating Cisco Unified ICM Enterprise Scripting for Cisco Unified CVP
- Lab 2: Using Tools to Observe Your Script
- Lab 3: Configuring Calls Using SIP with Proxy
- Lab 4: Configuring Calls into Cisco Unified CVP via CTI Route Point
- Lab 5: Configuring Subsequent Transfers via Cisco Unified ICM Enterprise DN Plan
Module 4: Cisco Unified CVP VXML Overview
- Exploring VXML
- Installing and Configuring VXML
- Exploring Courtesy Callback
- Module 4 Labs:
- Lab 1: Installing Cisco Unified Call Studio
- Lab 2: Creating and Deploying a Cisco Unified Call Studio Project
- Lab 3: Integrating VXML Applications with Cisco Unified ICM Enterprise
- Lab 4: Implementing Cisco Courtesy Callback
Module 5: Events, Log Files, and Reporting
- Configuring Cisco Unified CVP Reporting
- Utilizing Events and Log Files
- Module 5 Labs: Backing Up the Reporting Server
Module 6: Failover, Diagnostics, and Troubleshooting
- Designing Failover and High Availability
- Troubleshooting
- Module 6 Labs:
- Lab 1: Troubleshooting Cisco Unified CVP
- Lab 2: Fixing a Cisco Unified CVP Deployment
