CVPD teaches each student to use all the features of CVP 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. Each student is provided his/her own development system in a CVP 10.5 environment that includes the Cisco VoiceXML gateway, Call Studio and VXML Server, Cisco UCCE/ICM, Cisco UCM and IP Communicator, Finesse agent desktop, SQL Database and Web Services, and Nuance speech server. Students have ample practice analysing log files for debugging and using administrative scripts for graceful updates and suspensions of applications.
Module 1: Overview of the CVP Comprehensive Architecture and Call Flow. An overview of ICM Scripts to route calls to CVP applications, including passing and receiving data, sending data to an agent for screen pop.
Module 2: Writing Call Studio graphical applications
Prompting Callers - using pre-recorded audio; TTS text-to-speech; Say it Smart to format audio as digits, date, time, currency; input error reprompting
Managing Cisco Audio Caching
Collecting caller input as digits, currency, building custom input
Working with variables - Session data, Element data, Call data
SQL Database interaction - using the Studio Database element
Web services interaction- Studio Web Services element
Playing audio to callers during back-end data retrieval
Recording messages from callers or to update outgoing messages (Emergency message, Outage message, etc)
FTP recorded messages to the Media Server(s) - Studio FTP element
Sending Email from CVP - Call Studio Email element
Catching events with the Studio Hotevent element to handle missing audio, ASR errors, etc
Handling errors to return data to ICM upon an unrecoverable error
Invoking Studio applications as a Subdialog (subroutine)
Transferring control from one Studio application to another via Application Transfer
Understanding the VXML Root Document for setting global timers and properties
Multi-Language applications using the Application Modifier element
Adding custom java components to extend Studio
Using the Counter and Math elements
Flag element for reporting
Using the Studio Debugger to test applications within Studio
Using Studio Documenter to print Visio-like diagrams of the application
Speech recognition in Call Studio applications
Global commands Hotlinks to allow callers to say start over, go back, agent at any time
Module 3: New CVP 10.5 Topics
Subflows (subroutines within the same application) for code modularization, reuse, and readability.
Enhanced event handlin
Catch events at the element level, application level, subflow level
Use the Alert element to alert SNMP or Syslog
Use the Throw element to throw custom exceptions
New LastException session variable containing error event information
Call Studio Debugger enhancements - working with the Microsoft TTS, Microsoft Speech Recognizer, retrieving audio files, setting break points
Module 4: Cisco Courtesy Callback - Detailed discussion of the CCB Call flow, the ICM and the 5 customizable Studio scripts used for Courtesy Callback.
Module 5: Administration is covered throughout the course:
Configuring log file properties
Using logs for debugging applications
Enabling VXML logging
Administrative scripts for graceful updates or suspensions of the server
Important log, debug, administration files
Directories in which associated Java class files must reside
Using Operations Console to deploy applications and to configure Reporting Server data. Overview of Reporting Server tables
CVPD is intended for Cisco customers, partners, employees involved in UCCE/CVP deployments or CVP Stand-alone deployments. This class is for application developers, programmers, sales and pre-sales, technical support, and project managers who want to learn to use the capabilities of CVP, Call Studio, and VXML Server.
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