Module 1: Overview of the full and stand alone CVP Architecture and Call Flow.
- An overview of ICM Scripts needed to route calls to Call Studio applications, including passing
and receiving back data.
Module 2: Modify an ICM routing script to send calls to VxmlServer, receive and evaluate
returned data; queue calls.
- Send data for agent screen pop, play music to queued
caller using ICM MicroApps.
Module 3: Writing Studio graphical applications which include:
- Prompting Callers – using pre-recorded audio and text-to-speech; using Say it Smart to format spoken audio (speak as date, time, currency, etc), error prompting.
- Understanding audio caching as configured on the gateway, on the Media Server, and through the Studio application.
- Menus using the Menu element and using the Form element.
- Collecting caller input as digits, currency, building custom input
- Working with variables – global data, session data, element data
- Invoking Studio Subroutines from another Studio application
- Transferring control from one Studio application to another (Application Transfer)
- Using the Studio Debugger to test applications within Studio
- Using Say it Smart to convert data into spoken audio (speak as date, time, digits, etc)
- Studio Database element for interactions using SQL database
- Web Services Element
- Sending Email from Studio applications
- VoiceXML properties for setting timers, playing filler/hold music
- Catching events with the Studio Hotevent element to handle missing audio, ASR errors, etc
- Global commands (Hotlinks) to allow callers to say 'start over', 'go back', 'agent' at any time
- Handling errors to return data to ICM upon an unrecoverable error
- Understanding the VXML Root Document for setting global timers and properties
- Multi-Language applications using the Application Modifier element to change language during the call flow
- Recording messages from callers or administrators to update audio prompts
- FTP client element to FTP audio files to the Media Server
- Using Studio Documenter to print Visio-like diagrams of the application
- Adding custom java components to extend Studio
- Returning data to ICM if the caller hangs up using Custom Java
- Using other Studio elements – Counter, Math
- Overview of CVP8 Courtesy Callback – Call flow, ICM and Studio script configuration, audio files, reporting server database.
Module 4: Administration is covered throughout the course:
- Configuring log file properties
- Using logs for debugging applications
- Enabling VXML logging
- Administrative scripts for graceful updates or suspensions of the server
- Important log, debug, administration files
- Directories in which associated Java class files must reside
- Using Operations Console to deploy applications
- Web browser commands to monitor Vxml Server licenses