Lesson 1: Overview of a UCCE with CVP Comprehensive Call Flow


Lesson 2: ICM routing scripts to route calls to CVP VXML Server applications

• Passing data (e.g., global variables)
• Parsing and evaluating data returned
• Queueing
• Assigning data to send to Finesse.

Lesson 3: Writing Call Studio scripts (applications)

• 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

Lesson 4: Working with Version Control


Lesson 5: Implementing a Post Call Survey


Lesson 6: Using the Studio Debugger to test applications within Studio


Lesson 7: 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 Reporting Server tables
• Understanding the Application Summary CUIC reports

Lesson 8: Administration 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

Lesson 9: Cisco Courtesy Callback

• Detailed discussion of the CCB Call flow, the ICM script, and the 5 Studio scripts used for Courtesy Callback.