Entre Technology Services, LLC.

406-265-5700

www.entremt.com

CVPDS: CVP Development and Scripting Part 1

Upcoming Dates

Course CVP Development and Scripting (CVPDS Part 1)

Course Specifications

Course Length: 5 days
Rate: $4,250.00
Registration: Call 406-256-5700 or email entretraining@entremt.com to register or to request customized training or group pricing.

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.

Course Objectives

By the end of the course, you should be able to meet the following objectives:

  • Overview
  • ICM Routing Scripts
  • Writing Call Studio Scripts (Applications)
  • Working with Subversion Version Control
  • Implementing a Post Call Survey
  • Application to Take Recordings and FTP Them to the Media Server
  • Using the Studio Debugger to Test Applications within Studio
  • CVP Reporting Server:
  • Administration
  • Cisco Courtesy Callback

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.

Prerequisites

There are no prerequisites for this course.

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 prerecorded 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 SOAPweb services and calling a simple
      REST web service
  • Playing audio to callers during backend 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.