Cisco – CVPDS Part 1 – CVP Development and Scripting

Description

Overview:

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.

Prerequisite(s):

There are no prerequisites for this course.

Audience:

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.

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)
• Managing Users in Cisco Unified Communication Manager
• Introduction to retrieving data from back end systems:◦SQL Database interaction – using the Studio Database element to select data
• 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.