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CVPI - Cisco Unified Customer Voice Portal v8.0 (CVPI)

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This 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.

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Prerequisites


To fully benefit from this course, students should have the following prerequisite skills and knowledge:
  • 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

Detailed Class Syllabus


Module 1: Cisco Unified CVP Technical Overview


Lesson 1: Exploring Cisco Unified CVP
Lesson 2: Describing Components and Capabilities
Lesson 3: Exploring Deployment Models and Call Flows

Module 2: Cisco Unified CVP Comprehensive


Lesson 1: Examining Cisco Unified CVP Comprehensive
Lesson 2: Upgrading, Installing, and Configuring Cisco Unified CVP Software
Lesson 3: Configuring SIP and Cisco IOS Gateways for Cisco Unified CVP
Lesson 4: Configuring Cisco Unified ICM Enterprise for Cisco Unified CVP
Lesson 5: Configuring Cisco Unified Communications Manager for Cisco Unified CVP

Module 3: Cisco Unified ICM Enterprise Scripting to Support Cisco Unified CVP


Lesson 1: Introducing Scripting
Lesson 2: Implementing Cisco Unified ICM Enterprise Scripting Microapplications
Lesson 3: Configuring Cisco Unified ICM Enterprise Scripting Using Microapplications
Lesson 4: Enabling Transfers and Reroute on No Answer

Module 4: Cisco Unified CVP VXML Overview


Lesson 1: Exploring VXML
Lesson 2: Installing and Configuring VXML
Lesson 3: Exploring Courtesy Callback

Module 5: Events, Log Files, and Reporting


Lesson 1: Configuring Cisco Unified CVP Reporting
Lesson 2: Utilizing Events and Log Files

Module 6: Failover, Diagnostics, and Troubleshooting


Lesson 1: Designing Failover and High Availability
Lesson 2: Troubleshooting