Cisco - CVP Development and Scripting Part 1
Code: CVPDS Part 1
Length: 5 days
URL: View Online
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.
Skills Gained
Understand the CVP Comprehensive Call Flow
Learn to use Cisco CVP Call Studio
Play Audio Files and TTS
Menus and Digit Collection
Confirmations
Say it Smart
Intro to SQL Database, SOAP/WSDL and REST Web Services
Studio Debugger
Record and FTP Audio Prompts from an App
Multi-Language Applications
Troubleshooting with Logs
Version Control
Post Call Survey
Courtesy Callback
Reporting and CVP CUIC Reports
CVP-ICM-Finesse Data Integration
Use OAMP Operations Console
Who Can Benefit
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.
Prerequisites
There are no prerequisites for this course.
Course Details
Course Outline
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 (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 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 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
Administrative scripts for graceful updates or suspensions of the server
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 Callback.
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