Cisco CVP Developer Training (CVPD)

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.

Course Outline

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

  • Menus

  • 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

Audience

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.