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Customer Voice Portal Requirements

To achieve the Customer Voice Portal (CVP) ATP, partners must fulfill each of the following defined job roles:

  • Account Manager
  • Systems Engineer
  • Project Manager
  • Deployment Engineer/TAC Support: Effective Date - April 7, 2009
  • Applications Consultant: Role EOL Date - August 7, 2009
  • TAC Support Engineer: Role EOL Date - August 7, 2009

Note: Role sharing guidelines for ATPs are unique and specific for each ATP program. These guidelines sit outside of the role sharing guidelines used for specializations and certifications, allowing a partner to utilize roles that have already been assigned in one or more specialization or certification programs. One individual may not fulfill more than one job role within the CVP ATP. Persons filling roles must be employees.


Account Manager (AM): (Minimum of 1 required.)
The AM will handle the account management and pre-sales tasks necessary to recognize opportunities and to sell the products. Responsible for providing monthly forecasts to their Cisco Account Manager, attending monthly meetings with Cisco Channel Account Management staff, articulating to customers the Cisco ATP-Customer Voice Portal Program architecture, demonstrate CCBU applications, prepare technical responses to RFPs, and provide sales support for installed customers.

Prerequisite:

  • N/A

Required Training and/or Exams:

  • View Learning Map

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Systems Engineer (SE): (Minimum of 1 required.)
SE assists customers with planning, designing, configuring, implementing, and integrating the systems required to support Cisco CVP solutions. The SE is a key member of the account team and is responsible for ensuring the highest level of technical account management.

Prerequisite:

  • N/A

Required Training and/or Exams:

  • View Learning Map

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Project Manager: (Minimum of 1 required.)
The deployment PM is the single point of contact for the customer and will manage the deployment of the system, starting from the sales handoff through the deployment and support/maintenance handoff of the system.

Prerequisite:

  • N/A

Required Training and/or Exams:

  • View Learning Map

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Deployment Engineer (DE)/Tactical Support Engineer: (Minimum of 1 required.)
The DE performs server platform hardware and operating system integration to Cisco product requirements and customer expectations. MCSE/MCSA skills. Responsible for developing the detailed Contact Center technical design, network interconnects platform requirements, configurations and custom engineering definition.

Prerequisite:

  • N/A

Required Training and/or Exams:

  • View Learning Map

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Application Consultant (AC): (Minimum of 1 required.) EOL Date: August 7, 2009
The AC works with customers to design and configure Cisco Customer Contact software according to the customer’s call center operations, call flows, and routing and customized management report requirements. In addition, the AC will design custom reports, design and program custom Automatic Call Distributors (ACD) configurations, and work with local, long distance and international carriers for carrier call routing.

Prerequisite:

  • N/A

Required Training and/or Exams:

  • View Learning Map

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TAC Support Engineer (TS) - TAC Engineer (TAC): (Minimum of 1 required.) EOL Date: August 7,2009
Provides Day 2, Level 1 and Level 2, ICM/CVP technical support directly to customer production ICM/CVP systems. Has the technical ability to resolve majority of “first call” ICM/CVP product or customer issues including the ability to analyze traces, diagnose problems and provide Cisco with complete steps to reproduce problem. ICM platform focused working knowledge of PC server hardware, Windows domain structures, and server configurations. Has PC server level systems integration skills and OS upgrade migrations. Has a working knowledge of standard protocols, Contact Center products and troubleshooting tools, end-user ICM/CVP product and server platform configurations. Technical ability to ability to analyze traces, diagnose problems and provide Cisco with complete steps to reproduce problem.

Prerequisite:

  • N/A

Required Training and/or Exams:

  • View Learning Map

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