Duration
5 Days
30 CPD hours
This course is intended for
Application Developers; Programmers, Sales and Pre Sales, Technical Support, Project Managers, Cisco customers, partners and employees involved in UCCE/CVP or CVP stand alone deployments
Overview
Upon completing this course, the learner will be able to meet these overall objectives: Introduction to the Java API, its capabilities and limitations - Practice - This course is applicable for any version of CVP and Studio. Introduction to Voice Elements and their complexity - creating every different Java component to extend Studio (see below)
Overview of a UCCE with CVP Comprehensive Call Flow
Module 1
Overview of a UCCE with CVP Comprehensive Call Flow
Module 2
ICM routing scripts to route calls to CVP VXML Server applications
Passing data (e.g., global variables)
Parsing and evaluating data returned
Queueing
Assigning data to send to Finesse.
Module 3
Writing Call Studio scripts (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
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 Version Control
Module 5
ÿImplementing a Post Call Survey
Module 6
Using the Studio Debugger to test applications within Studio
Module 7
CVP Reporting Server and CVP CUIC Reports
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 8
Administration 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 9
Cisco Courtesy Callback
Detailed discussion of the CCB Call flow, the ICM script, and the 5 Studio scripts used for Courtesy Callback.