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Overview

CVP Development and Scripting – Part 1 (CVPDS-1) is part of the Cisco UCCE with CVP suite of Contact Centre training classes.  This course 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.

Prerequisites

The knowledge and skills that the learner should have before attending this course are as follows:

  • None (UCCE introduction strongly recommended)

Course Objectives

Upon completing this course, the learner will be able to meet these overall objectives:

  • Introduction to the Java API, its capabilities and limitations
  • Practice creating every different Java component to extend Studio (see below)
  • Introduction to Voice Elements and their complexity
  • This course is applicable for any version of CVP and Studio.

Who Should Attend

The primary audience for this course is as follows:

  • 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.

Description

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: Implementing 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.

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