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Cisco Unified Customer Voice Portal Implementation

This course defines the tasks necessary for the Operation, Administration, Management and Provisioning of Cisco Unified Customer Voice Portal as it is installed in a comprehensive Cisco Unified Intelligent Contact Management Enterprise environment.

Target Audience

This course will be beneficial for Individuals with telephony or data networking background who are familiar with network infrastructure and IP Communication components upon which Cisco Unified CVP will be implemented.

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Learning Objectives

After you complete 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 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

Pre-Requisites

Delegates should meet the following prerequisites;.

  • CCNA - ICND1 and ICND2
  • CVOICE - Cisco Voice Over IP
  • CIPT1 - Implementing Cisco Unified Communications Manager, Part 1
  • UCCEFT- Fast Track : Administering and Deploying Cisco Unified Contact Center Enterprise
  • IPCAS - Cisco IPCC Enterprise Advanced Scripting

Course Content

Cisco Unified CVP Technical Overview

  • Cisco Unified CVP Overview
  • Components, Capabilities and Licensing
  • Deployment Models and Call Flow
  • Management and Reporting

Cisco Unified CVP Comprehensive

  • Cisco Unified CVP Comprehensive Overview
  • Cisco Unified CVP Software Installation and Configuration
  • Cisco IOS Voice Browser Configuration for Cisco Unified CVP
  • Cisco Unified ICM Enterprise Configuration for Unified CVP
  • Cisco Unified Communications Manager Configuration for Cisco Unified CVP

Cisco Unified ICM Enterprise Scripting to Support Cisco Unified CVP

  • Scripting Overview
  • Cisco Unified ICM Enterprise Scripting Micro-Applications
  • Advanced Speech
  • Advanced Cisco Unified ICM Enterprise Scripting Micro-Applications
  • Subsequent Transfers and Queuing Calls

Cisco Unified CVP VoiceXML Solution

  • VoiceXML Overview
  • VoiceXML Installation and Configuration

Events Log Files and Reporting

  • Cisco Unified CVP Reporting
  • Events and Log Files

Failover, Diagnostics and Troubleshooting

  • Failover and High Availability
  • Troubleshooting

Labs

  • Lab 1-1: - Lab 1-3: Familarisation with Cisco Unified CVP
  • Lab 2-1: - Lab 2-2: Cisco Unified CVP Comprehensive Part 1
  • Lab 2-3: - Lab 2-4: Cisco Unified CVP Comprehensive Part2
  • Lab 3-1: - Lab 3-4: Cisco Unified ICM Enterprise Scripting for Cisco Unified CVP
  • Lab 4-1: - Lab 4-3: Voice XML Solution for Cisco Unified CVP
  • Lab 5-1: Reporting Database and Backup
  • Lab 6-1: Troubleshooting Cisco Unified CVP

Exams & Certification

This course is required for those partners wishing to participate in the Customer Voice Portal ATP. Partcipation in an ATP program is at Cisco's invitation.

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