Detailed 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
- 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.