Learn the knowledge and skills to use the CVP Call Studio graphical tool to build self-service IVR applications and to run and maintain them on the CVP VXML Server. This course also introduces the student to the other servers that may be part of their CVP solution.
Hands-on practice includes programming labs and building applications that incorporate every element of CVP Studio into a comprehensive full-featured application. Students also learn how to extend Studio using pre-written Java-based components.
Each student has his/her own development system, in a lab environment that includes the Cisco VoiceXML gateway, speech recognition, text-to-speech, CVP Call Studio and VXML Server, and a SIP soft-phone to place calls.
Students have ample practice analysing log files for debugging and using administrative scripts for graceful updates and suspensions of applications.
This course is intended for VUI designers, application developers, Java programmers, Sales and Pre-Sales, Technical Support, and Project Managers who want to learn to use the graphical tool to build IVR applications.
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