CVPD Scripting - Part 1

Overview of a UCCE with CVP Comprehensive Call Flow

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.

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

Working with Version Control

ÿImplementing a Post Call Survey

Using the Studio Debugger to test applications within Studio

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

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

Cisco Courtesy Callback

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