CVP Development and Scripting (CVPDS Part 1)

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Overview

​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.

Intended Audience

​CVPD is for Cisco customers, partners, and employees involved in UCCE/CVP or CVP Stand-alone deployments.  This class is for application developers, programmers, sales and pre-sales, technical support, and project managers to learn to script in CVP Call Studio and VXML Server.


At Completion


Prerequisites


Exams & Certifications


Materials


Course Outline

Module 1: Overview

  • Overview of a UCCE with CVP Comprehensive Call Flow.

 

Module 2: ICM Routing Scripts

  • 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 re-prompting
  • 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 java script for substrings and string length
  • Multi-Language applications

 

Module: 4 Working with Subversion Version Control

 

Module: 5 Implementing a Post Call Survey

 

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

 

Module: 7 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
  • 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 Call back.

 

 

CVP Development and Scripting (CVPDS Part 1)http://springhouse.com/course-catalog/CVPDS_Part1CVP Development and Scripting (CVPDS Part 1)

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