Cisco CVP Development and Scripting Part 1 (CVPDS Part 1)

Agenda

1. Overview of a UCCE with CVP Comprehensive Call Flow

2. ICM routing script basics to route calls to CVP VXML Server and to pass data between CVP, ICM, Finesse Agent Desktop

3. Most of the class is dedicated to creating Call Studio applications that include the following:

• Menus, collect and confirm caller input, such as account numbers. Prompt callers with audio files, TTS text-to-speech, and Say it Smart audio
• Variables – Session data, Element data, Call data, Local variables. Data from ICM.
• Introduction to back end system data retrieval.
• SQL Database
• SOAP Web Services
• REST Web Services
• Parse XML results
• Parse JSON results
• Play audio to callers during back-end data retrieval
• Set timers associated with web services
• Errors: understand, troubleshoot, and catch
• Counters and Decisions (if/else)
• Introduction to javascript for substrings and string length
• Set VoiceXML properties affecting the voice browser
• Multi-Language applications

4. Post-Call Survey

5. Studio Debugger to test applications

6. 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 Application Summary CUIC reports

7. Administration covered throughout the course:

• OAMP Operations Console Server to deploy applications to VXML Server
• Calling in and testing apps, then using logs for debugging
• Administrative scripts for graceful updates or suspensions of the server
• Studio Documenter to print Visio-like diagrams of the application