CVPI Course Description

The Cisco Unified Voice Portal Implementation (CVPI)  course is a 5 day, instructor-led course that covers the tasks necessary for the Operation, Administration, Management and Provisioning of Unified CVP as it is installed in a Comprehensive Intelligent Contact Manager Enterprise (ICME) environment.

Duration

5 days, Instructor-led classroom training

Prerequisites

To fully benefit from this course, it is recommended that you have the following prerequisite skills and knowledge:

• Interconnecting Cisco Network Devices (ICND)
• Cisco IP Telephony Part 1 (CIPT1)
• Cisco Voice Over IP (CVOICE)
• Implementing Cisco Voice Gateways and Gatekeepers (GWGK)
• Cisco Intelligent Contact Manager Product Training (ICMPT1, ICMPT2)
• Telephony Experience - IP and Legacy
• Contact Center Experience
• Basic Networking Knowledge
• Cisco IOS CLI Familiarity
• Working Knowledge of Cisco Unified Communications Manager
• Gateway and Gatekeeper for H.323 Networks
• Microsoft Windows 2003 Server

Who Should Attend

This course is intended for the following audience:

• Telecommunications and network engineers who are responsible for configuring, implementing, troubleshooting, and managing a Customer Voice Portal in an enterprise or service provider environment
• Telecommunications and network architects who are responsible for designing CVP deployments
• Systems Engineers and Sales Engineers who are responsible for recommending and deploying CVP
• Partners involved with implementing ICM deployments that require the features and functionality of CVP

Course Objectives

After completing this course, the student will be able to:

• Explain the components, function and call flow of a CVP solution when deployed in either a Standalone or Comprehensive model.
• Group, summarize and complete the steps necessary to configure a functional Unified CVP Comprehensive deployment model with Unified ICME.
• Demonstrate use of 6 Unified ICME MicroApps available to support caller interaction with Unified CVP.
• Demonstrate setup and configuration of 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.
• Associate VoiceXML as a technology and the benefits it provides to Unified CVP.
• Install and configure the CVP VoiceXML Solution for Unified CVP.
• Define and discuss security and reporting as it relates to a Unified CVP Solution.
• Define High Availability (HA) solutions including Diagnostics and Troubleshooting as it relates to a Unified CVP Comprehensive solution with Unified ICME.

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 VoiceVXML Solution
6. Events, Logfiles, and Reporting
7. Failover, Diagnostics, and Troubleshooting