• Describe the Cisco CVP solution components and operation
• Review and identify the proper deployment model based on customer requirements
• Review scripts and their components to understand the integration from intelligent contact management (ICM) to Voice Extensible Markup Language (VoiceXML) Server and its advantages
• Deploy a Cisco CVP solution utilizing best practices for planning, design, implementation, and operation
• How to troubleshoot and maintain Cisco CVP components
• Identify Cisco.com web-based sources for all components of a Cisco CVP implementation

3 days

• Cisco IOS?Software experience
• Cisco Voice Over IP Exam or equivalent: H.323 voice-over-IP (VoIP) training, dial peers, gatekeeper
• Cisco IP Telephony Exam: Cisco CallManager product training; IPCC installation and configuration experience
• Cisco ICM/NAM Product Training, Cisco IPCC Product Training, Cisco IPCC Solution Implementation, or equivalent: Cisco IPCC Enterprise Edition solution training
• CVOICE (Cisco Voice over IP)
• CIPT1 (Cisco IP Telephony Part 1)
• ICMPT (Cisco ICM/NAM Product Training)
• IPCCF (Cisco IP Contact Center Product Training)

• Cisco ICM and Cisco IP Contact Center (IPCC) Advanced Technology Program partners, Advanced Services delivery teams, and sales gbineers
• Individuals who are likely to design, deploy, project manage, or support a Cisco CVP solution
• Individuals who are responsible for implementing end-to-end call-flow design for contact center customers

1. Cisco Customer Voice Portal Introduction

2. Cisco CVP Product Overview

3. Cisco CVP System Components Overview

• IP Telephony
• ICM
• Content Switches
• Cisco CVP

4. Fault Tolerance and Failover Design

5. Cisco CVP 3.0 Key Features

• Network Transfers
• VRU in the Cloud
• Support for Both TDM and IP Networks
• Ease of Scalability
• Network Dial Plan

6. VoIP Dial Plan Overview

• Gatekeeper Overview
• Gatekeeper Transaction Message Protocol (GKTMP) Network Interface Card (NIC)

7. Cisco CVP Bill of Material

• Server Sizing
• Gateway Sizing

8. Cisco CVP Deployment Model Options Overview

• ?Comprehensive
• Queue and Transfer
• Advanced Speech

9. Case Study Exercises

10. Comprehensive Model Detailed

11. Lab Exercise

• Cisco CVP Software Installation and Configuration

12. Application Configuration and Scripting

• Microapplications
• Expanded Call Context (ECC) Variables
• ICM Scripting for Cisco CVP Principles
• Redirect on No Answer (RONA) Overview

13. Cisco CVP Reporting Overview

14. Cisco CVP Troubleshooting

• Troubleshooting Methodology
• Tools and Links
• Tracing Parameters for All Components
• Additional Tips and Troubleshooting Scenarios

15. Lab Exercises

• Installation and Configuration
• Cisco CVP and ICM Configuration for External VoiceXML

16. Cisco CVP Deployment Best Practices

• Low-Level Design
• Network Implementation
• Application Implementation