CVPDS1 - CVP Development and Scripting Part 1 (CVPDS 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 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.

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. Student

Excellent presentation skills, subject matter knowledge, and command of the environment. Student

Instructor was outstanding. Knowledgeable, presented well, and class timing was perfect. Student

Click here to print this page »

Prerequisites

Detailed Class Syllabus

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

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.

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

Working with Subversion Version Control

Module 5: Implementing a Post Call Survey

Implementing a Post Call Survey

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

Application to take recordings and FTP them to the media server

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

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.

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