Cisco Unified Customer Voice Portal Development (CVPD) Version 4.0

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Course Overview

This five-day course begins with an introduction to the comprehensive CVP solution, architecture, call flow and communication between ICM and the self-service application. The remainder of the course focuses on writing, deploying, testing, debugging, and administering self-service applications written in CVP 4.0 Studio.

This course emphasizes hands-on programming of voice applications and goes far beyond the basics of using Studio. You will learn best practices, VoiceXML properties and events that affect the application, clear pending touchtones, configure Tomcat to interface with a MySql database, create recognizer-specific grammars that can be captured and stored in files for better resource usage, best practices for multi-language applications, dynamic menus, and more.

Course Objectives

After completing this course the student should be able to:

• Describe the CVP architectures, capabilities and call flows with H.323 and SIPT
• Configure CVP Studio applications to use DTMF, speech recognition, recorded audio and TTS
• Create full-featured CVP Studio applications with menus, caller input collections, database queries and updates, global commands (eg, start over, agent) math calculations, perform loops using counters and decisions, itnerface with ICM for data exchange, and transfer to other Studio applications
• Use CVP Studio to record caller messages and provide emergency message recording by phone
• Administer, troubleshoot, and debug self-service voice applications
• Configure Debug Logs to store all interactions with the voice gateway
• Configure Activity Logs to omit personal data collected from the caller
• Locate important files and directories on CVP VXML Server
• Understand and configure VXML timers, events and properties involved in CVP serlf-service applications
• Learn to interface with and administer external code written in Java or available through a web service

Course Outline

• The Cisco CVP Solution: Deployment Models, Architectures and Call Flow
• Focus on Self-Service: VoiceXML Call Flow, CVP Studio and VXML Server
• VXML Server Directory Structure and Administration Scripts
• Collecting Common Information from Callers I: Buil-tin Grammars, Prompting, Using Variables
• Working with Say It Smart to format spoken data
• Logs: Activity and Errors Logs, Enabling Debug Logs, Testing with a Web Browser
• Menus and Forms: Collecting Custom Information, Using External, Inline, and Builtin Grammars
• Interfacing to SQL Databases: Configuring Tomcat for JNDI, Querying and Updating the Database
• Loops: Counter, Decision and Math Elements
• VXML Event Handling (Hotevents), VXML Global Commands (Hotlinks) and the Error Element
• Other CVP 4.0 Elements: Taking Recordings, Telephony Transfers, Flags
• Modularizing Code: Multiple Pages, Application Transfer, Element Groups
• Miscellaneous Features of CVP 4.0 Studio: Documenter, Prompt Manager, Comments
• Using Custom Code to Extend the Capabilities of CVP 4.0 Studio: Java and URIs. Code Samples will include File I/O at the Start and Edn of a call, Using Standard Action and Decision elements to collect the Date and Time from the system, new custom Action and Decision elements, Say it Smart Plugins, and a Dynamic Configuration for dynamic menus.