UCCE Solutions Hands on Cisco Virtualized Voice Browser (CVVB) and Customer Voice Portal (CVP) Features

Transcription

1 LABCCT UCCE Solutions Hands on Cisco Virtualized Voice Browser (CVVB) and Customer Voice Portal (CVP) Features Speakers: María José Méndez, Ramiro Amaya & D.K. Singh 1 P a g e

2 Table of Contents Introduction... 3 Lab Topology and Access... 3 Lab Deployment... 3 Lab Addressing and Credentials... 4 Agent and Customer Information... 4 Participant laptop Configuration... 5 UCCE Overview... 7 Cisco Unified Contact Center Enterprise Components... 7 Comprehensive Call Flow... 7 Lab 1 - Cisco Virtualized Voice Browser (CVVB)... 9 Lab 1A - Comprehensive Call Flow... 9 Lab 1B Migration to CVVB Lab 1C CVVB Configuration from CVVB User Interface (UI) Lab 1D - Exercise: CVVB Tools Real Time Reporting Customer Voice Portal (CVP) Features Lab 2 Courtesy Callback (CCB) Configuration Lab 2A: CUBE configuration required for CCB Lab 2B: Reporting Server configuration required for CCB Lab 2C: Configuration of Call Studio Scripts Lab 2D: Configuration of ICM Script Lab 3 Understanding Post Call Survey (PCS) Configuration Lab 3A Understanding PCS Configuration Lab 3B - Exercise: Post Call Survey (PCS) OAMP configuration Lab 3C - Exercise: Post Call Survey (PCS) ICM configuration Lab 4 Understanding Agent Greeting (AG) and Whisper Announcement (WA) Configuration Lab 4A - Understanding Agent Greeting (AG) Configuration Lab 4B - Understanding Whisper Announcement Configuration Related Sessions at CiscoLive P a g e

3 Introduction This lab session is for enterprise voice and contact center engineers interested in the Cisco Virtualized Voice Browser (CVVB) migration from Voice XML (VXML) gateway and Cisco Customer Voice Portal (CVP) advanced features. An explanation of the CVP call flow and components interaction is provided. Students will follow the lab guide to implement the most advanced CVP solution features through hands-on lab exercises. In addition, a validation section is provided in each of the lab exercises. This is an intermediate session intended for engineers with prior Contact Center Enterprise (CCE) and CVP experience. Lab Topology and Access Lab Deployment 3 P a g e

4 Lab Addressing and Credentials Component Hostname IP Address OS Login Password Web Login Password DC/DNS / AD FS DC CC\Administrator Train1ng! CUCM Publisher CUCM administrator Train1ng! Admin Train1ng! Agent Desktop AGENT CC\JDoe Train1ng! Jabber: jdoe Train1ng! Customer Desktop AGENT CC\DMarino Train1ng! Jabber: dmarino Train1ng! PCCEAllin1 All in one server PCCEAllin1 Public: CC\Administrator Train1ng! CC\Administrato r Train1ng! CVP OAMP/CS/VXML/R eporting CVP CC\Administrator Train1ng! Administrator Train1ng!123 Finesse A FINESSEA administrator Train1ng! Admin Train1ng! CUBE GW150-Pod# admin cisco Cisco Virtualized CVVB administrator Train1ng! Admin Train1ng! Voice Browser Note: The lab pod is not configured and sized according to SRND production requirements. It was created using VM clones of a master pod with the goal of hosting multiple distinct but identical pods. These labs are for instructional purposes only; please do not consider the deployment model and allocated hardware resources as a reference for a production system. Agent and Customer Information Agent Name Username Password Agent ID Agent Extension John Doe Jdoe Train1ng! Customer Name Username Password Agent ID Dan Marino Dmarino Train1ng! Agent Extension 4 P a g e

5 Participant laptop Configuration Each individual will have access to his or her own pod in order to maximize the learning experience. All pods are clones of the same master pod, and have the same IP addresses, phone numbers, user names, and passwords. Participants are provided a Cisco Live! Laptop to use during the session to connect to their assigned pods. Lab proctors have already connected your VPN session, so there is no need to adjust the AnyConnect configuration. Connecting to Your Pod with Cisco AnyConnect Cisco AnyConnect is the VPN you will use to connect to your assigned pod. 1. Start the AnyConnect client. 2. Enter psummit.cisco.com and click the Connect button. 3. Enter the login information to connect to your pod. a. Group: Select the pod to which you ve been assigned. b. Username: Enter podxuser1 where X = your pod #. (Alternatively, you could also use podxuser2 or podxuser3). c. Password: Use the password provided for this event. d. Click OK to connect. Remote Access All machines in the pod can be reached via Remote Desktop or SSH. You can manually initiate these sessions, or leverage the pre-installed mremoteng client and pre-configured profile on the Agent1 desktop. Benefits of the profile include tabbed remote sessions in a single application and less reliance on this topology guide for IP addressing and passwords. 5 P a g e

6 1. Sessions can be started by double-clicking the server name in the left list. Be sure to maximize your Remote Desktop Manager window prior to starting any sessions, as this determines the remote machine s resolution. 2. Multiple tabbed sessions can be run simultaneously within the same RDM client. 6 P a g e

7 UCCE Overview Cisco Unified Contact Center Enterprise (Unified CCE) is a solution that delivers intelligent call routing, network-to-desktop Computer Telephony Integration (CTI), and multichannel contact management to contact center agents over an IP network. Cisco Unified Contact Center Enterprise Components The Unified CCE product integrates with Cisco Unified Communications Manager, Cisco Unified Customer Voice Portal, Cisco VoIP Gateways, and Cisco Unified IP Phones. Together these products provide a contact center solution to achieve intelligent call routing, multichannel ACD functionality, voice response unit (VRU) functionality, network call queuing, and consolidated enterprise-wide reporting. Many additional options are available. However, this is a sample of the core components of the Cisco Unified Contact Center Enterprise. Below you will find the list of the core components relevant to the lab exercises and the CVP advanced features. Ingress, Egress, and VXML Gateways Unified Customer Voice Portal (Unified CVP) Unified Contact Center Enterprise (Unified CCE) Cisco Virtualized Voice Browser (VVB) Unified Communications Manager (Unified CM) Cisco Finesse Comprehensive Call Flow The Comprehensive call flow model provides organizations with a method to route and transfer calls across a VoIP network. For example, organizations can use this model to offer Interactive Voice Response (IVR) services and to queue calls before they are routed to a selected agent. This is the most common call flow model implemented in UCCE. All the lab exercises in this guide are based on the comprehensive call flow model. 7 P a g e

8 Note: Instead of the Ingress gateway, in this lab the Cisco Unified Border Element (CUBE) has been implemented. New call from Carrier or Internet Service Provider (ISP) to CUBE-E gateway: 1. Call from CUBE-E GW to CVP. 2. Call to UCCE from CVP. 3. UCCE instructs CVP to play audio prompt. 4. CVP sends call to VXML GW / CVVB; caller hears IVR. 5. Agent is available now. 6. CVP sends call to an agent. 8 P a g e

9 Lab 1 - Cisco Virtualized Voice Browser (CVVB) Cisco Virtualized Voice Browser (CVVB) provides a platform for interpreting Voice XML documents. Cisco VVB sends HTTP requests to the Cisco Unified Customer Voice Portal (Unified CVP) VXML server. In response to the HTTP request, the Unified CVP VXML server executes the request and sends a dynamically generated VXML document. Lab 1A - Comprehensive Call Flow Time to complete and validate this lab: 10 Minutes. Lab 1A - Objective In this lab exercise, you will set up the CVVB, and then place a call in order to determine what voice browser is handling the IVR session of the call; VXML Gateway or CVVB. Servers needed to complete this lab: Name IP Address OS Login Password Application Login/Password CVVB CC\administrator - Train1ng! admin Train1ng! Agent Desktop CC\JDoe - Train1ng! Jabber: JDoe - Train1ng! Lab 1A - Exercise: CVVB Initial configuration and Voice Browser usage 1. Open an RDP session to the Agent Desktop Open Firefox and navigate to VVB Administration through bookmark folder VVB. 3. Click on Cisco Virtualized Voice Browser Administration and provide the web login details. 9 P a g e

10 4. You land on the component installation page and see that the CVVB services are activating. This happens the first time you log in after the installation of CVVB. 5. Wait until all services are activated and click on the Next Button. 6. Next, you configure the System Parameters. For this Lab, leave them at default values. Click Next. 7. If you receive HTTP Status 500 Exception as shown below, click on the Back button of the browser and continue. (This may happen because our labs are not meeting the exact server specifications). 10 P a g e

11 8. Continue from the previous System Parameters window, click Next and log back in to the CVVB, if needed. 9. In the next page, you see the summary of the System Parameters configuration. You can still modify Codec, MRCP Version and the setting of the User Prompts Override System Prompts. For this lab session, leave them at the default value. Click on the Update button and log out from the CVVB admin session. 11 P a g e

12 10. Start CVVB services. Navigate to the Cisco VVB Serviceability and click Go. Provide the username and password if requested (admin / Train1ng!). 11. Select Tools -> Control Center Network Services. 12. Select the Engine Service and click on Start. 12 P a g e

13 13. Wait a few minutes. 14. If the message Problem in connecting server is displayed, click OK. 15. Refresh the browser and you will see that the status of the Engine is now IN SERVICE. 16. Log out from the CVVB Serviceability page. The CVVB initial configuration is now complete. 17. To determine if CVVB is the Contact Center voice browser, connect to CVVB CLI using Putty. Open Putty from the Desktop icon 18. Select VVB from the Saved Sessions. Click Load and then click Open to initiate a CVVB session. 13 P a g e

14 Note: Ignore the Access denied message (if showing) and use the password Train1ng! You see this output after a successful login: 19. If jabber is not already signed in, double-click the Jabber icon on the desktop to launch Jabber and sign in using the following credentials: Username: Jdoe Password: Train1ng! 14 P a g e

15 20. Place a test call to You should hear Welcome to Please enter your four digits... Do not enter any number, let the message repeat. 22. Run the command show vvb call active voice summary. 23. If CVVB were being used as the voice browser, you would get an output like this one while the audio message is playing on the call. 24. As you can see, the Total Concurrent Calls = 0, which means that CVVB is not the voice browser used in this Contact Center implementation. Instead, the VXML GW is being used as the voice browser. The migration of the voice browser from the VXML gateway to the CVVB will be covered in the next lab. Congratulations, you have completed Lab 1A! 15 P a g e

16 Lab 1B Migration to CVVB Time to complete and validate this lab: 15 Minutes. Lab 1B - Objective In this lab exercise, you will configure CVVB as the voice browser for the Contact Center implementation. You will migrate from VXML gateway to CVVB. Servers needed to complete this lab: Name IP Address OS Login Password Application Login/Password CVVB CC\administrator - Train1ng! admin Train1ng! Agent Desktop CC\JDoe - Train1ng! Jabber: JDoe - Train1ng! Customer Desktop CC\DMarino - Train1ng! Jabber: dmarino - Train1ng! Lab 1B - Exercise: Configure CVVB on OAMP 1. From Agent remote desktop session, open Firefox and navigate to the OAMP admin page URL or use the Bookmark. 2. Log in to OAMP (Username: Administrator Password: Train1ng!123). 3. Add CVVB on the CVP OAMP. Navigate to Device Management and select Virtualized Voice Browser. 16 P a g e

17 4. Select Add New. 5. Type the IP address of the CVVB: Hostname: cvvb.cc.lab On the Administration Credentials, type: Username: admin User Password: Train1ng! 6. Test connection with the CVVB from OAMP, by clicking on the Test Sign-in button. 17 P a g e

18 If the connection is successful, you will see the following message. 7. Click Save and you will see the CVVB successfully added to CVP OAMP. 8. Configure the CVVB from OAMP. Navigate to System -> VVB Configuration. 9. Select the Default template and copy it in order to create your own configuration template. 18 P a g e

19 10. Name it CL Sample.xml and click on Save. 11. Select your newly created template and click on Edit. 12. You will modify the Applications and Triggers. Select the Applications tab first. You will add a new application. 19 P a g e

20 On the Application Name, type CVPComprehensiveCL Application Type, select Comprehensive Sigdigits : leave it blank Maximum sessions type 25 Click on the Add button. 20 P a g e

21 Select the Trigger tab to add a new trigger to the comprehensive application just created. This trigger needs to match the VRU label created in UCCE. In this lab the VRU label created in UCCE was On the Dial Number Pattern, type 777*. On the Application Name, select the application created in the previous step CVPComprehensiceCL and click Add. Save the template. You will see. 13. Now, you will deploy the template configuration into the CVVB. Navigate to System -> VVB Configuration, check the CL Sample.xml template, and select Deploy. On the right side, select the CVVB Available and transfer it to the selected window, then select Deploy. 21 P a g e

22 You will see the following warning: Click OK and you will see. Click on deployment Status, then you will see that the deployment was successful. 14. Migrate the dial plan from VXML GW to CVVB. Create a SIP Server group for CVVB a. On the CVP OAMP, navigate to System -> SIP Server groups. 22 P a g e

23 b. Select Add New to add the CVVB to a new SIP server group. In the SRV Domain Name, type CVVB.cc.lab. On the IP Address/Hostname, add Leave the Priority and Weight as default. These values are used to give priority and weight for the selection of the elements in the SIP Server Group. c. Click Add and then Save. 23 P a g e

24 d. You will see: e. Now, you need to deploy this configuration to the call server. Select the Call Server Deployment tab. f. On the Call Server Deployment tab, move the Available CallServer ( ) to the Selected section and select Save and Deploy. 24 P a g e

25 g. You will see the message: 25 P a g e

26 h. Select Deployment Status and you see: 15. Migrate the dial plan from VXML GW to CVVB. Move the dial-plan to the CVVB SIP Server group a. On the CVP OAMP, navigate to System -> Dial Number Pattern. b. On the dial plan, select first the 777* label and change it from to CVVB.cc.lab. Click Edit. 26 P a g e

27 c. Scroll down to Route to SIP Server Group: and select CVVB.cc.lab from the drop down. Then click Save button. d. Do the same for the and label and then select Deploy. 27 P a g e

28 e. You will see: f. If you check deployment status, you should see: 16. CVVB migration validation: From Customer remote desktop session, Connect to CVVB CLI using Putty. From the Agent desktop, click on the Putty Icon 17. Select VVB from the Saved Sessions. Click Load and then click Open to initiate a CVVB session. 28 P a g e

29 Note: Ignore the Access denied message (if showing) and use the password Train1ng! You will see this output after a successful log in: 18. Sign In to jabber if not already signed in. Username: Jdoe Password: Train1ng! 19. Place a test call to P a g e

30 20. You should hear Welcome to Please enter your four digits... Do not enter any number, let the message repeat. 21. Run the command show vvb call active voice summary: Since you are using CVVB as the voice browser, you will see an output like this while the audio message is playing on the call. 22. You can hang-up the call now. Congratulations! You have successfully migrated from VXML Gateway to CVVB. 30 P a g e

31 Lab 1C CVVB Configuration from CVVB User Interface (UI) Time to complete and validate this lab: 10 Minutes. Lab 1C - Objective In this lab exercise, you will configure CVVB from the CVVB admin page. You will do a similar configuration to what you did in the previous exercise, but this time you will do it from the CVVB admin page. Servers needed to complete this lab: Name IP Address OS Login Password Application Login/Password CVVB CC\administrator - Train1ng! admin Train1ng! Agent Desktop CC\JDoe - Train1ng! Jabber: JDoe - Train1ng! Customer Desktop CC\DMarino - Train1ng! Jabber: dmarino - Train1ng! Lab 1C - Exercise: Configure CVVB on CVVB 1. RDP to the Agent desktop. 2. Open Firefox and navigate to VVB Administration through bookmark folder VVB. Select Cisco Virtualized Voice Browser. 3. Log in to CVVB (Username: admin and Password: Train1ng!). 31 P a g e

32 4. Navigate to the Applications tab and select Application Management. There are three types of applications in the CVVB, which provide the following services: Ringtone: Provides ring-back tone to callers while the call is being transferred to an agent. This application is associated by default with the trigger label. Error: Unified CVP is designed to play a critical error message to the caller when a call rejection occurs. This Error application provides this functionality and is triggered by default when the CVP Call Server sends the label to the CVVB. Comprehensive: This application is responsible for setting up the Voice Response Unit (VRU) leg between the CVP and the caller, allowing prompts like error or ringtone to be played to the caller. This application is triggered when CVP sends the VRU label to the CVVB. By default, the VRU label is Correlation ID. Additional applications, like the one seen at the bottom of the screen, CVPComprehensiveCL, are custom applications of any of the three types (Ringtone, Error, and Comprehensive). 5. Select Add New to create a new application. Call the application Test. The Maximum Number of sessions, is the number of concurrent calls that can use this application. You can type 30 in this field. For Script, select CVPComprehensive.aef. This is the script that handles the Comprehensive call type applications. Leave the application Enabled and select Add. 32 P a g e

33 6. After clicking Add, you will see: 7. On the left side you will see, Add new trigger. 33 P a g e

34 8. Click on Add new trigger in order to run the new Test application when ICM sends the VRU label. Type 77* in the Dial Number Pattern and click Add. 34 P a g e

35 You will see the new SIP Trigger added: You have successfully configured the CVVB from the admin page. Next, you will validate the configuration and learn how to use the Command Line Interface to troubleshoot a call in the CVVB. 35 P a g e

36 9. CVVB configuration validation: From Customer remote desktop session, connect to CVVB CLI by click on the Putty icon from the agent desktop. 10. Select VVB from the Saved Sessions. Click Load and then click Open to initiate the CVVB session. Note: Ignore the Access denied message (if showing) and use the password Train1ng! You will see this output after a successful login: 11. Sign In to jabber if not already signed in. Username: Jdoe Password: Train1ng! 36 P a g e

37 12. Place a test call to You should hear Welcome to Please enter your four digits... Do not enter any number, let the message repeat. 14. Run the command show vvb call active voice summary: Since you are using CVVB as the voice browser, while an audio message is playing on the call, you will see an output like this: 15. You can hang-up the call now. 16. Now, check the audio files cached in the VVB and played to the caller. Run the command show vvb cache cache_entries. As you see there are two main audio files cached on the CVVB. One that plays the welcome prompt (WelcomeCumulus.wav) and one that prompts you for the 4 digit extension (Enter4Digit.wav) Congratulations! You have successfully completed Lab 1C. 37 P a g e

38 Lab 1D - Exercise: CVVB Tools Real Time Reporting Time to complete and validate this lab: 15 Minutes. Lab 1D Objective: VVB has an integrated Real-Time Reporting (RTR) tool, which is a Java applet that can generate reports that provide detailed information about the status of your Cisco VVB system. In this exercise, you will explore this tool and validate the migration from VXML GW to VVB by monitoring calls on VVB through RTR tool. Servers needed to complete this lab: Name IP Address OS Login Password Application Login/Password CVVB CC\administrator - Train1ng! admin Train1ng! Agent Desktop CC\JDoe - Train1ng! Jabber: JDoe - Train1ng! Customer Desktop CC\DMarino - Train1ng! Jabber: dmarino - Train1ng! Lab 1D Exercise: 1. Open an RDP session to the Agent Desktop Open Firefox and navigate to VVB Administration through bookmark folder VVB. 3. Click on Cisco Virtualized Voice Browser Administration and provide the Web Login Details. 4. Navigate to Real Time Reporting through Tools. 5. On the next window, click on Activate Java. 6. When prompted to allow CVVB to run Java, select Allow and Remember 38 P a g e

39 7. Click Continue on the Security Warning for the Certificate 8. You may receive a second Security Warning. Check the box I accept the risk and want to run this application and click on the Run button. Skip to step If instead of the previous window, you receive the following Security Warning, click on the Run button 10. You may see the following error: 39 P a g e

40 11. Go to the CVVB Navigation section and click on Go., 12. Clear the browser history. a. Click on settings icon, located on the top right corner of the browser, and select history: b. Select Clear Recent History 40 P a g e

41 c. In the Clear All History window, set Time range to clear to Everything, and then click on Clear Now. Log back in to the CVVB admin page and repeat the process beginning at step When Java is finally activated, the Application Reporting will open in a new tab. 14. Click on the Report option from the Menu and you will see all available reports. 41 P a g e

42 15. Brief explanation of the reports can be found in below table. Report Name Explanation Application Task Currently Active Applications Application Task Summary Summary of Application Activity Application Configured Applications Contacts Currently Active Contacts Contact Summary Total Contacts since last reset Engine Task Currently Active Engine Tasks Session Active Sessions 16. Select Application Task Report from Report Menu. 17. This will open the Application Tasks Report. 18. Currently there are no calls in the system. You will place a call and verify the CVVB migration via the RTR. 42 P a g e

43 19. From Agent Desktop 1, open Jabber (if not already open). 20. Place a test call to Let the call run and go back to the Application Task Report in VVB Real Time Reporting tool. You can see the call in the report. As you see the newly created application, Test is running and handling the VRU leg. Congratulations! You have completed the CVVB Labs. You have successfully validated the migration from VXML GW to the VVB and learned the VVB Real Time Reporting Tool and Existing reports. 43 P a g e

44 Customer Voice Portal (CVP) Features CVP provides prompting, collecting, queuing, and call control services using standard web-based technologies. The Unified CVP software is tightly integrated with the Cisco Unified CCE software for application control and queuing. CVP contains the following core components: CVP Server o Call Server o VXML Server o Media Server Unified CVP Reporting Server Unified CVP Operations Console Server (OAMP) Unified Call Studio In the next sections, you will configure the most implemented CVP features in a contact center solution. Lab 2 Courtesy Callback (CCB) Configuration CCB offers callers the option to be called back by the system instead of waiting on queue. The caller who has been queued by CVP can hang up and subsequently be called back when an agent is close to becoming available. 44 P a g e

45 Lab 2A: CUBE configuration required for CCB Time to complete and validate this lab: 15 Minutes. Lab 2A: Objective Courtesy Callback needs to be configured on the following components: Gateways (CUBE/Ingress, VoiceXML), CVP Call Studio, CVP Reporting Server, via OAMP, VXML Server, and CCE. In this lab exercise, you will configure CUBE for CCB deployment via the OAMP Servers needed to complete this lab: Name IP Address OS Login Password Application Login/Password CVP OAMP CC\administrator - Train1ng! admin Train1ng!123 Agent Desktop CC\JDoe - Train1ng! Jabber: JDoe - Train1ng! Customer Desktop CC\DMarino - Train1ng! Jabber: dmarino - Train1ng! Lab 2A Exercise: CCB CUBE Configuration 1. Open an RDP session to the Agent desktop. 2. Open Firefox and navigate to CVP OAMP through bookmark folder CVP.. 3. Log in to OAMP (Username: Administrator Password: Train1ng!123). 4. On the OAMP, Navigate to System -> IOS Configuration -> IOS Template Management. 45 P a g e

46 5. Click on the template CUBE-CL.tpt. 6. Check on the Enable template modification box. 46 P a g e

47 7. Modify the dial-peer that direct the call to CVP. Modify the values between the % % symbol, like this: %Requires manual replacement - Voice dial-peer tag% for 11 %Requires manual replacement - DN pattern% for 40T %Requires manual replacement - CVP Call Server or SIP Proxy Server IP address% for incoming called-number %Requires manual replacement - DN pattern% for 40T Result: dial-peer voice 11 voip description incoming and outgoing dial peer to CVP or Proxy service survivability destination-pattern 40T session protocol sipv2 session transport tcp session target ipv4: incoming called-number 40T codec g711ulaw dtmf-relay rtp-nte no vad 47 P a g e

48 8. Click Save and you will see: 9. Navigate to System -> IOS Configuration -> IOS Template Deployment. 10. On the IOS Template Deployment, window, select Template CUBE-CL.tpt On the Associate Gateways, send CUBE (GW150) from Available to Selected. 48 P a g e

49 After the gateway is in the Selected window, click on Preview and Deploy. 11. If there is no any error, you will see: 12. Select Deploy. 13. Click Ok to proceed with the gateway configuration. 49 P a g e

50 14. You see the following message while the configuration is deployed to the gateway. 15. If you select Deployment Status, you see that the deployment is In progress. When it finishes, you will see, that deployment is successful and CUBE is now configured. Congratulations! You have completed the CUBE configuration of the CCB lab 50 P a g e

51 Lab 2B: Reporting Server configuration required for CCB Time to complete and validate this lab: 5 Minutes. Lab 2B: Objective Reporting Server is an optional component in a CVP deployment. However, if you are implementing CCB, reporting server is required. In this lab exercise, you will configure the Reporting server to handle the CCB operation Servers needed to complete this lab: Name IP Address OS Login Password Application Login/Password CVP OAMP CC\administrator - Train1ng! admin Train1ng!123 Agent Desktop CC\JDoe - Train1ng! Jabber: JDoe - Train1ng! Customer Desktop CC\DMarino - Train1ng! Jabber: dmarino - Train1ng! Lab 2B Exercise: Reporting Server Configuration 1. From Agent remote desktop session, open Firefox and navigate to the OAMP admin page URL or use the Bookmark: 2. Log in to OAMP (Username: Administrator Password: Train1ng!123). 3. On the OAMP, Navigate to System -> Courtesy Callback. 51 P a g e

52 4. Select the Unified CVP Reporting Server available. 5. Check Allow Unmatched Dialed Numbers to allow any customer placing calls to the system to have the option to be called back. 6. Leave the Denied Dialed Numbers with the default list. Do not add any new dialed number. 7. Leave Maximum callbacks per calling Number set to 0, so unlimited calls can be placed by the same calling number. 52 P a g e

53 8. On the Call Server Deployment tab, select the Call server from the Available box and click on the right arrow to move it to the Selected box. 9. Click Save & Deploy. Congratulations! You have completed the Reporting Server configuration of the CCB lab 53 P a g e

54 Lab 2C: Configuration of Call Studio Scripts Time to complete and validate this lab: 15 Minutes. Lab 2C: Objective There are five Call Studio scripts provided by CVP for CCB deployment, Callback Entry, Callback Engine, Callback Wait, Callback Queue and Billing Queue. Out of this five Call Studio scripts, you are only allow to modify the Callback Entry, Callback Wait and Billing Queue applications. You use Call Studio Eclipse, to create, modify and deploy these applications. In this lab exercise, you will import into Call Studio, the Callback Entry application; modified it and deploy it to the VXML server. All the other applications are already configured. Servers needed to complete this lab: Name IP Address OS Login Password Application Login/Password CVP OAMP/ CVP VXML Server / Call Studio CC\administrator - Train1ng! admin Train1ng!123 Lab 2C Exercise: Call Studio Scripts Configuration 1. RDP to the OAMP/ Call Studio / VXML Server. 2. Open Call Studio by double-click on the Cisco Unified Call Studio icon on the desktop. 54 P a g e

55 Select File -> Import. Expand the Call Studio folder and select Existing Call Studio Projects into Workspace and click Next. 3. Browse the Download folder and select CallbackEntry. 55 P a g e

56 4. Click on Finish. You see now on the Navigator window the Callback Entry application imported, as well as all the other CCB applications. 5. Modify the audio properties of the Callback Entry application, so the application can find all the audio files required. Right-click on the Callback Entry folder and select Properties. 56 P a g e

57 6. Expand the Call Studio folder and select Audio Settings. On the Default Audio path, change the path to 57 P a g e

58 7. After changing the path, select OK 8. Repeat step 5 to 7 for the other Courtesy Callback Call Studio applications: BillingQueue, CallbackEngine, CallbackQueue and CalllbackWait. 9. Now, you will learn how to modify the application itself. The Call Studio applications are made of pre-configured Java code, called elements. In the app.callflow window of the Callback Entry application, you see all of the elements used for this application. In this step, you modify the properties of the SetQueueDefaults_01 element. This element is responsible for providing the values for validating each call and determine if a CCB can be offered to the caller. 58 P a g e

59 The value that you will modify is the Maximum Estimated Wait time required to offer a CCB to the customer. For example if the Estimated Wait Time (EWT) calculated for UCCE is 60 seconds and this parameter is configured for 900 seconds (default), a CCB won t be offered to the customer, because the EWT calculated is lower to the Maximum required to offer a CCB. Select the SetQueueDefaults_01 element; on the right side you will see the Element Configuration parameters. Select the Setting tabs, and then the Maximum Estimated Wait Time parameter. Change the Maximum Estimated Wait Time to 45 seconds. 10. Before saving the changes, validate them by right-click on the CallbackEntry folder and select validate. 59 P a g e

60 If validation pass, you will see the following, message at the bottom of the screen: 11. Save the changes by selecting File -> Save or Clicking on the Save Icon on the toolbars. 12. Deploy all the CCB Call Studio applications to the VXML Server. There are two methods to deploy the call studio applications: one using the OAMP, and the other one running the deploy command on the VXML server. You will use the deploy command on the VXML Server. Right-click on the CallbackEntry folder and select Deploy. 60 P a g e

61 13. Ensure all the CCB Call Studio applications are checked and browse to the VXML server folder to deploy the application: C:\Cisco\CVP\VXMLServer\ Select Finish to deploy the applications. 61 P a g e

62 14. The previous step will copy all the required Java libraries in the VXML server. Now you need to load the applications to the VXML server memory. Open File Explorer and navigate to C:\Cisco\CVP\VXMLServer\admin 15. On the admin folder, double-click on deployallnewapps.bat A CMD prompt window will open and you will be ask if you want to deploy the applications. Type yes You will see that all applications are deployed succesfully. 16. To make sure that the application has been successfully deploy, under the admin folder doubleclick on the status.bat file. 62 P a g e

63 You will see that all CCB applications are in Running state. After reading the message, press any key to continue. Congratulations! You have completed the Call Studio configuration and deployment of the CCB lab. 63 P a g e

64 Lab 2D: Configuration of ICM Script Time to complete and validate this lab: 15 Minutes. Lab 2D: Objective When you install CVP Operations and Management Portal (OAMP), you are provided with not only all the CCB Call Studio applications, but with a sample CCB ICM script. In this lab exercise, the ICM script for CCB has already been deployed, but you will have the chance to review it, identify the CCB applications and validate the full CCB deployment. Servers needed to complete this lab: Name IP Address OS Login Password Application Login/Password PCCEAllin1 Server CC\administrator - Train1ng! admin Train1ng!123 Customer Desktop CC\DMarino - Train1ng! Jabber: dmarino - Train1ng! CVP OAMP/ CVP VXML Server / Call Studio CC\administrator - Train1ng! admin Train1ng!123 Lab 2D Exercise: CCB ICM Script 1. RDP to the PCCEAllin1 server. 2. From the PCCEAllin1 desktop, double click on the Unified CCE Administration Tools. 3. Double-click on the Script Editor. 64 P a g e

65 4. You will see the CCB ICM script open directly in the editor window. This is the ICM script deployed in the lab for CCB Review the script. Block 1: In this node CCB is enabled or disabled. Block 2: In this node initial Estimated Wait Time (EWT) is calculated. Block 3: In these nodes all parameters required for Callback Entry application are set. Block 4: In this node the Callback Entry application is invoked to offer CCB to the caller. If the caller does not accept the offer for a callback, keep the caller in the queue and provide queue music. Block 5: In these nodes all variables required for Callback Engine are set. Block 6: In this node the Callback Engine application is invoked to hang-up the original call, and then invoke the Callback Wait application to keep the CCB call alive while waiting for an agent. Block 7: If the caller cancelled the call after receiving the CCB, the call is released, otherwise continue waiting for the agent in queue. Block 8: In this node the Previous EWT formula is used to compute the EWT one more time. Block 9: Set up variables. Block 10: Put caller briefly into queue (after caller accepts the actual callback call). 6. Validate the CCB Configuration. 65 P a g e

66 a. From the Customer remote desktop session, open the Jabber application and setup a test call to b. You should hear All associates are currently busy, your current wait time is, which indicates that an agent is not available at the moment and you are offer the option to be callback. c. Select option 1 to accept the callback. d. At the tone please record your name and then press #. e. Press 1 to accept to be called back at the number you are calling from. f. Check the time to be called back. g. Did the EWT match the time when you were called back? The EWT was 2 minutes, were you call back earlier? This question will be addressed later, but for now, answer the call back l and accept it. Hang up a few seconds later. 7. The EWT is originally calculated in the ICM script as you saw in the ICM script review. However, the reporting server recalculate the EWT based on the calls received, calls in queue, calls offered CCB and some other parameters. Because of this, the EWT could be lower than the one mentioned to the caller when offered a callback. Some caller have a problem with this because they program their activities based on the EWT. In CVP incorporated a variable that can be set to turn off the dynamic EWT calculation. In this step, you will reconfigure this parameter, test CCB and check the EWT. a. RDP to the CVP server. b. Open File Explorer. c. Navigate to C:\Cisco\CVP\conf and open the reporting property file. d. Scroll down to the end of the file. At the end of the file, you will see the parameter RPT.DynamicEwtCalculationEnabled = true. 66 P a g e

67 e. Change this value to False, in order to statically calculate the EWT RPT.DynamicEwtCalculationEnabled = false. f. Select File -> Save, to save the file. g. Repeat step 6 above to validate the CCB. Did the EWT offered match the time that took for you to receive the CCB call? (Yes/No) Note: The CCB should be received around one minute before the EWT, because the EWT calculation is including one minute to wait for an agent after the caller is called back. This is a parameter that can be configured in the Callback Entry Call Studio application. Congratulations! You have completed the CCB configuration and deployment lab. 67 P a g e

68 Lab 3 Understanding Post Call Survey (PCS) Configuration The Post Call Survey feature allows to configure a range of dialed numbers, which give the option to customers dialing these numbers, to receive a survey after the agent who handles the call, hangs up. The caller is then transferred to a post call survey. In these lab exercises, you will configure PCS and validate that the customer call is redirected to a survey after the agent hangs up the call. Lab 3A Understanding PCS Configuration Time to complete and validate this lab: 20 Minutes. Lab 3A - Objective In this lab exercise, you will review a call studio application dedicated for PostCallSurvey, change some parameters and deploy it to the VXML Server. Servers needed to complete this lab: Name IP Address OS Login Password Application Login/Password CVP/OAMP/ VXML Server/ Call Studio CC\Administrator - Train1ng! Administrator Train1ng!123 Customer Desktop CC\DMarino - Train1ng! Jabber: dmarino - Train1ng! Agent Desktop CC\JDoe - Train1ng! Jabber: jdoe - Train1ng! Lab 3A - Exercise: Change Call Studio script PostCallSurvey This lab uses a Call studio application to ask the customers about their experience with Cisco Live. 1. RDP to the OAMP/ Call Studio / VXML Server. 2. Open Call Studio by double-click on the Cisco Unified Call Studio icon on the desktop. 3. On the Call Studio application, double-click on the app.callflow of the PostCallSurvey project folder. 68 P a g e

69 4. Double-click on the Menu element to open the Element Configuration window on the right side of the display. Select the Settings tab and change the Max NoInput Count and Max NoMatch Count from 3 to 1, so the caller have only one chance to press 1 or 2 to answer the survey. 69 P a g e

70 5. Validate the changes by right-click on the PostCallSurvey folder and select validate. If the validation passed, you will see the following, message at the bottom of the screen: 6. Save the changes by selecting File > Save or clicking on the Save icon on the toolbar. 7. Deploy the PostCallSurvey application to VXML Server. There are two methods to deploy the Call Studio applications, one is using the OAMP, and the other one is running the deploy command on the VXML server. You will use the deploy command on the VXML Server. Right-click on the PostCallSurvey folder and select Deploy. 70 P a g e

71 8. Ensure sure the PostCallSurvey application is checked and browse to the VXMLServer folder to deploy the application: C:\Cisco\CVP\VXMLServer\ Click OK and Finish to deploy the application. 71 P a g e

72 9. The previous step will copy all the required java libraries in the VXML server. Now you need to deploy the application to the memory of the VXML Server. Open File Explorer and navigate to C:\Cisco\CVP\VXMLServer\applications\PostCallSurvey\admin 10. On the admin folder, double-click on deployapp.bat A CMD prompt window will open and you will be see the following message: Type y and press Enter. 11. To make sure that the application has been successfully deployed, under the admin folder double-click on status.bat. You will see the following message: 72 P a g e

73 After reading the message, press any key to continue. Congratulations! You have completed the Call Studio configuration and deployment of the PostCallSurvey lab. 73 P a g e

74 Lab 3B - Exercise: Post Call Survey (PCS) OAMP configuration Time to complete and validate this lab: 10 Minutes. Lab 3B - Objective In this lab exercise, you will configure PCS. You configure PCS from the OAMP by changing some parameters of the Dial Plan. Servers needed to complete this lab: Name IP Address OS Login Password Application Login/Password CVP/OAMP/ VXML Server/ Call Studio CC\Administrator - Train1ng! Administrator Train1ng!123 Customer Desktop CC\DMarino - Train1ng! Jabber: dmarino - Train1ng! Lab 3B - Exercise: Change Call Studio script PostCallSurvey 1. From the Customer remote desktop session, open Firefox and navigate to the OAMP admin page URL or use the Bookmark. 2. Log in to OAMP (Username: Administrator Password: Train1ng!123). 3. From OAMP, click on System and then Dialed Number Pattern. 74 P a g e

75 4. On the List of Dialed Number Patterns window, click on Add New. 5. On the Add New Dialed Number Pattern window configure the following parameters: 75 P a g e

76 Dialed Number Pattern: Description: Number dialed by customers, which will be redirected to a survey after the agent hangs up Enable Post Call Survey for Incoming Calls: Check this box and you will have the option to add the Survey Dialed Number Pattern. This is the number consequently dialed to trigger the Post- Call Survey ICM script, when the agent hangs up on the call. Survey Dialed Number Pattern: Click Save, and on the Dialed Number Pattern window click Deploy. Congratulations! You have completed PCS configuration and deployment. 76 P a g e

77 Lab 3C - Exercise: Post Call Survey (PCS) ICM configuration Time to complete and validate this lab: 10 Minutes. Lab 3C - Objective There are two ICM scripts that handle PCS. The first script, is the main script where the caller is sent to an agent. The second one is, the one where the call is redirected after the agent hangs-up. In this lab exercise, you will review the two ICM PCS scripts and validate that the customer is redirected to a Post-Call Survey after the agent hangs up the call. Servers needed to complete this lab: Name IP Address OS Login Password Application Login/Password PCCEAllin CC\Administrator - Train1ng! Administrator Train1ng! Customer Desktop CC\DMarino - Train1ng! Jabber: dmarino - Train1ng! Agent Desktop CC\JDoe - Train1ng! Jabber: jdoe - Train1ng! Lab 3C - Exercise: Change ICM script for PostCallSurvey 1. RDP to the PCCEAllin1 server. 2. From the PCCEAllin1 desktop, double click on the Unified CCE Administration Tools. 3. Double-click on the Script Editor. 4. Open the main script by selecting File > Open and then select the main Post Call Survey Script: MainPCS. 77 P a g e

78 This the ICM main script for Post-Call Survey: As you see in the script, there is no variable indicating that PCS is set. This is because The variable user.microapp.ispostcallsurvey is set to yes y by default. So, in this case all calls to this number will be offered a PCS after the agent hangs-up the call. 5. Now, open the ICM script that handles the call redirected to PCS. The name of the script is SurveyCiscoLive. Navigate to File > Open and then select SurveyCiscoLive. 78 P a g e

79 The Call Studio application changed in the first PCS lab exercise is invoked in this node Run. Ext Script. At this point you have reviewed the ICM configuration, so now, validate that the PCS works. Lab 3C - Validation: Post-Call Survey (PCS) Configuration 1. RDP to the customer desktop. From the Customer remote desktop session, open the Jabber application and set up a test call to Ensure to sign in to jabber in order to set up the test call. 2. You should hear the welcome prompt follow by queue music, which indicates that there are no agents available at the moment. 3. Log in to agent remote desktop session using mremoteng or RDP to Agent Desktop 1 : 4. Open the Jabber application from agent desktop, and log in to Jabber. Username: Jdoe Password: Train1ng! 79 P a g e

80 10. Open Firefox browser and navigate to Finesse ->Finesse Desktop. 11. If you get the following output: Select I Understand the Risks and click on. In the next window, select. If you get the following window, click on the x to close the window: 80 P a g e

81 12. Log in your agent with the following credentials and click on Remember Password when asked: a. ID: jdoe b. Password: Train1ng! c. Extension: The state of the agent will be Not Ready after login. 14. Make the agent Ready by clicking on and selecting Ready. You will see the agent status change to Reserved. 81 P a g e

82 15. Answer the call from the Finesse Agent Desktop Client. 16. After a few seconds, end the call, from the Finesse Desktop. 17. At this moment, the customer is redirected to the survey call. Wait a few seconds to hear the survey prompt. You have the option to press 1 or 2. If you do not press any of this options, the default answer will be When the survey is finished, the call will be released. Congratulations! You have completed all PCS lab exercises. 82 P a g e

83 Lab 4 Understanding Agent Greeting (AG) and Whisper Announcement (WA) Configuration Lab 4A - Understanding Agent Greeting (AG) Configuration Time to complete and validate this lab: 25 Minutes. Lab 4A - Objective The Agent Greeting feature lets an agent record a message that plays automatically to callers when they connect to the agent. Agent1, John Doe is sick and Angelina Jolie is replacing him, so although you will sign in as Jdoe, the agent recording is from Angelina Jolie. Why is it useful? Each caller can receive a clear, well-paced, language-appropriate and enthusiastic introduction; this saves the agent from having to repeat the same introductory phrase for each call, and gives the agent a moment to review the desktop software screen pop-ups while the greeting plays. Servers needed to complete this lab: Name IP Address OS Login Password Application Login/Password PCCEAllin CC\Administrator - Train1ng! Administrator - Train1ng! Customer Desktop CC\DMarino - Train1ng! Jabber: dmarino - Train1ng! Agent CC\JDoe - Train1ng! Jabber: jdoe - Train1ng! Lab 4A Exercise: Agent Greeting (AG) Configuration AG requires the following configuration in CCE, which are already pre-configured in this lab: - Main Agent Greeting script ( AGCiscoLive) - Call Type, Dialed Numbers (40803AG and 40803) - Network VRUs - Main Agent Greeting Scheduled However, you will need to complete the following steps to complete the Agent Greeting configuration: - Create Agent Greeting Dialed Number and Call Type (PlayAgentGreeting) - Import Agent Greeting script provided by ICM. - Schedule the Agent Greeting Script 1. RDP to PCCEAllin1 either using mremoteng from the Agent Desktop or directly RDP to the server VM. On the Desktop, double-click on the Unified CCE Administration Tools shortcut. 2. Double-click on the CCE Web Administration from the Administration Tools folder. 83 P a g e

84 3. Click on Continue to this website if you receive this warning: 4. Log in with the username and password: / Train1ng! 5. Navigate to Manage Call Types. 6. Click on New,, 7. Add the following parameters: Name: PlayAgentGreeting Description: PlayAgentGreeting 8. Click Save. 84 P a g e

85 9. Add the Dialed Number by Navigating to Manage->Dialed Numbers. 10. Select New and on the Dialed Number String add PlayAgentGreeting, add a description, select the PlayAgentGreeting Call Type and change the Routing Type as Internal Voice. Save the Dialed number when finished. 85 P a g e

86 11. Import the Play Agent Script (PAG) script. Navigate to the Unified CCE Administration Tools folder and double-click on Script Editor to open the Script Editor or click on the Script Editor icon in the taskbar. 12. In the Script Editor, click File > Import Script, navigate to c:\icm\bin, select PAG.ICMS and click Open. 13. You will see that all Imported objects were automatically map to what is currently configured in CCE, so select OK and then Finish. 86 P a g e

87 14. Save the application as PAG, by selecting File-> Save and provide the name PAG. 15. Activate the application. Navigate to Script-> Call Type Manager. 16. Select the Call type PlayAgentGreeting and click Add. 87 P a g e

88 17. Scroll down until you see the PAG script, selected and click on OK. 18. Click on Ok one more time to finish scheduling the script. 88 P a g e

89 19. Now, modify the Main AG script. 20. In the Script Editor, click File > Open, select AGCiscoLive Script and click open. 21. The script looks similar to the following picture: 22. Next, you need to configure the AgentGreetingType, so the right audio locale can be selected. 23. From the Script Editor window, select Script, Edit Script or click on the Edit Script Icon on the bar: 89 P a g e

90 24. In the Script window, right-click on the Set Variable Node and select Properties: 25. Add 1 to the variable value, to select English as the locale for the audio files, since this was the language, the agent selected when recording the agent greeting. Click the OK button. 90 P a g e

91 26. Save the script by selecting File and Save or pressing CTRL+S. Lab 4A - Validation: Agent Greeting (AG) Configuration 1. RDP to Customer Desktop either using mremoteng from the Agent Desktop or directly RDP to the VM. From Customer remote desktop session, open Jabber and place a test call to If agent1 is in Not Ready mode, you should hear the welcome message followed by queue music, otherwise you will hear the agent1 Jabber phone s ring-back. Skip steps 3 to 7 if the agent1 is already logged in and in Ready mode. 3. Log in to Agent remote desktop session, open the Jabber application, and log in to Jabber. 4. Open the browser and navigate to Finesse Desktop through Bookmarks: 5. Log in your agent with the following credentials and click on Remember Password when asked: ID: jdoe Password: Train1ng! 91 P a g e

92 Extension: The agent state will be Not Ready, after login. 7. Make the Agent Ready by clicking on and selecting Ready. You will see the agent status change to Reserved. 8. Answer the call. 9. Now, customer and agent should hear the agent greeting audio file. In this case, Angelina Jolie is answering on behalf of John Doe. 10. Wait until agent greeting finishes playing the audio file and end the call a few seconds later. Congratulations! You have completed all AG lab exercises. 92 P a g e

93 Lab 4B - Understanding Whisper Announcement Configuration Time to complete and validate this lab: 25 Minutes. Lab 4B - Objective Whisper Announcement (WA) plays a brief, pre-recorded message to an agent just before the agent connects with each caller. The announcement plays only to the agent; the caller hears ringing (based on existing ring tone patterns) while the announcement plays. Why is it useful? An announcement can contain information about the caller that helps prepare the agent to handle the call, like caller language preference, choices the caller made from a menu (Sales, Service), customer status (Platinum, Gold, Regular), etc. Servers needed to complete this lab: Name IP Address OS Login Password Application Login/Password CVP/OAMP/ VXML Server/ Call Studio CC\Administrator - Train1ng! Administrator Train1ng!123 PCCEAllin CC\Administrator - Train1ng! Administrator - Train1ng! Customer Desktop CC\DMarino - Train1ng! Jabber: dmarino - Train1ng! Agent CC\JDoe - Train1ng! Jabber: jdoe - Train1ng! Lab 4B - Exercise: Whisper Announcement Configuration WA needs to be configured on the following components: CCE, CVP Media Server and Call Server via OAMP. In this lab the following components have already been configured: CCE: Call Type, Dialed Numbers, and Network VRUs required for WA. 1. Configure default Media Server. 2. From Agent desktop session, open Firefox and navigate to the OAMP admin page URL or use the Bookmark: 3. Log in to OAMP (Username: Administrator Password: Train1ng!123). 93 P a g e

94 4. From the Device Management option, select Media Server. 5. From the list of servers, select a Default Media Server, click on Set, and select Deploy. You will see the following: 6. For the Whisper Announcement, the Unified CVP uses two different dialed numbers when transferring a call to an agent: - The first number calls the ringtone service that the caller hears while the Whisper plays to the agent. The CVP default for this number is The second number calls the Whisper itself. The Unified CVP default for this number is Since the ringtone dialed pattern is configured in CVP as *, there is no need to add any new dialed pattern for WA. 7. Modify the ICM WA script to set the WA audio file to be selected on the Media Server. 8. Log in to PCCEAllin1 remote desktop session. On the desktop, double-click on the folder Unified CCE Administration Tools Shortcut and double-click on Script Editor to open the Script Editor or click on the Script Editor icon in the taskbar. 94 P a g e

95 9. In the Script Editor, navigate to File > Open, select WACiscoLive Script, and click Open. 10. The script looks like the script below: 11. Next, you need to configure the Whisper Announcement audio file. 12. From the Script Editor window, select Script > Edit Script or click on the Edit Script Icon on the bar: 95 P a g e

96 13. On the Script window, right-click on the Set Variable Node and select Properties. 14. Replace the name of the WA audio file on the Set Variable node. Replace the existing value of the WhisperAnnouncement variable with the value CiscoLiveWAAudio.wav and click OK: 96 P a g e

97 15. Save the script by selecting File and Save or pressing CTRL+S. Lab 4A - Validation: Whisper Announcement Configuration 1. From Customer remote desktop session, open the Jabber application and set up a test call to If agent1 is in Not Ready mode, you should hear a welcome message followed by queue music; otherwise, you will hear the agent1 Jabber phone s ring-back. Skip steps 3 to 7 if the agent1 is already logged in and in Ready mode. 3. Log in to Agent remote desktop session, open the Jabber application, and log in to Jabber. 4. Open the browser and navigate to Finesse->Finesse Desktop through Bookmarks. 5. Log in your agent with the following credentials and click on Remember Password when asked: ID: jdoe Password: Train1ng! Extension: P a g e

98 6. The agent state will be Not Ready after login. 7. Make the agent Ready by clicking on and selecting Ready. You will see the agent status change to Reserved. 8. Answer the call. 9. Now the agent should hear the WA audio file (Wait few seconds before hearing the WA audio), while the customer phone will hear ringing. 10. When the WA audio finishes, the customer will be connected to the agent. 11. End the call after few seconds. Congratulations!! You have completed the AG and WA configuration and deployment lab. 98 P a g e

99 Related Sessions at CiscoLive You can search CiscoLive Las Vegas session catalog with CVP keyword, to find other sessions related to CVP: Here, there are some of the recommended sessions: 99 P a g e

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