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CVP Development and Scripting Part 1

CVP Development and Scripting – Part 1 is part of the Cisco UCCE with CVP suite of Contact Centre training classes. CVPDS-1 teaches each student to use the features of Call Studio to build...

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$4,250 USD GSA  $3,639.80
Course Code CVPDS Part 1
Duration 5 days
Available Formats Classroom
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CVP Development and Scripting – Part 1 is part of the Cisco UCCE with CVP suite of Contact Centre training classes. CVPDS-1 teaches each student to use the features of 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 writing applications, using OAMP for put applications into production on the classroom VXML Server, and troubleshooting through log files analysis.

Skills Gained

  • Understand the CVP Comprehensive Call Flow
  • Learn to use Cisco CVP Call Studio
  • Play Audio Files and TTS
  • Menus and Digit Collection
  • Confirmations
  • Say it Smart
  • Intro to SQL Database, SOAP/WSDL and REST Web Services
  • Studio Debugger
  • Record and FTP Audio Prompts from an App
  • Multi-Language Applications
  • Troubleshooting with Logs
  • Version Control
  • Post Call Survey
  • Courtesy Callback
  • Reporting and CVP CUIC Reports
  • CVP-ICM-Finesse Data Integration
  • Use OAMP Operations Console

Who Can Benefit

CVPD is for Cisco customers, partners, and employees involved in UCCE/CVP or CVP Stand-alone deployments. This class is for application developers, programmers, sales and pre-sales, technical support, and project managers to learn to script in CVP Call Studio and VXML Server.

Prerequisites

There are no prerequisites for this course.

Course Details

Course Outline

Module 1: Overview of a UCCE with CVP Comprehensive Call Flow.

Module 2: ICM routing scripts to route calls to CVP VXML Server applications, passing data (eg, global variables), parsing and evaluating data returned, queueing, and assigning data to send to Finesse.

Module 3: Writing Call Studio scripts (applications) that include:

  • Prompting Callers – using pre-recorded audio; TTS text-to-speech; Say it Smart to format audio as digits, date, time, currency; input error reprompting
  • Menus
  • Collecting and confirming caller input, such as account numbers, dates of birth, etc
  • Working with variables – Session data, Element data, Call data, Local data (CVP11)
  • Introduction to retrieving data from back end systems:
  • SQL Database interaction – using the Studio Database element to select data
  • Web service interaction- Studio Web Services element for SOAP-web services and calling a simple REST web service
  • Playing audio to callers during back-end data retrieval
  • Catch events
  • Working with counters, decisions, math
  • Introduction to javascript for substrings and string length
  • Setting VoiceXML properties affecting the gateway
  • Multi-Language applications

Module 4:Working with Subversion Version Control

Module 5: Implementing a Post Call Survey

Module 6: Application to take recordings and FTP them to the media server

Module 7: Using the Studio Debugger to test applications within Studio

Module 8: CVP Reporting Server

  • Best practices regarding naming elements and variables
  • Configuring data to pass to the Reporting Server using OAMP
  • Understanding Reporting Server tables
  • Understanding the Application Summary CUIC reports

Module 9: Administration is covered throughout the course

  • OAMP Operations Console to deploy applications to VXML Server
  • Using Studio Documenter to print Visio-like diagrams of the application
  • Configuring log file properties
  • Using logs for debugging applications
  • Administrative scripts for graceful updates or suspensions of the server
  • Important log, debug, administration files

Module 10: Cisco Courtesy Callback – Detailed discussion of the CCB Call flow, the ICM script, and the 5 Studio scripts used for Courtesy Callback.

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