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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.
Instructor did a great job, from experience this subject can be a bit dry to teach but he was able to keep it very engaging and made it much easier to focus.
Excellent presentation skills, subject matter knowledge, and command of the environment.
Instructor was outstanding. Knowledgeable, presented well, and class timing was perfect.
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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