Description

Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2) is a 5 day instructor-led course for system engineers and customers who will be involved with "Day 2" support of a UCCE solution deployed in a CVP comprehensive environment. This course gives the learner an understanding of the requirements, resources and tools required to perform complex adds, moves and changes in the inbound/outbound UCCE environment. This course is intended for those performing advanced administration of the solution, or who may be responsible for Level 2-3 support of the solution. The AUCCE1 course or equivalent prior experience is a prerequisite for attending this course.

Objectives

Upon completing this course, the learner will be able to meet these overall objectives:

Identify the basic components and operations of the Unified CCE solution.
Configure and script a basic UCCE CVP deployment.
Implement business rules as they apply to scripting and routing in Unified CM.
Install a basic CCE VXML Solution
Install, configure and run a CCE Outbound Option Campaign.
Describe how to support CCE.

Who Should Attend

The primary audience for this course is as follows:

Cisco Unified Communications system channel partners and resellers.
Day 2 support personnel responsible for advanced administration and support of the UCCE environment.

Course Overview

Module 1: Cisco Unified Intelligence Center Overview
- Lesson 1: Introducing Cisco Unified Intelligence Center
  - Cisco Unified Intelligence Center Primary Goal
  - Cisco Unified Intelligence Center Deployment Models
  - High-Level Architecture
  - Personalizing Reports
  - Operation, Administration, Maintenance, Provisioning
  - Using Cisco Unified Intelligence Center
  - Working with Stock Reports
  - Dashboards
Module 2: Cisco Unified Intelligence Center Administration and Security
- Lesson 1: Managing Users and Security in Cisco Unified Intelligence Center
  - Security Model: Authentication
  - User Security
  - Predefined Cisco Unified Intelligence Center Objects
  - Permissions for Objects
  - Adding a User
  - Adding a User Group
  - Log In the New Users
  - Security Use Cases
  - Best Practices for User Security
Module 3: Cisco Unified Intelligence Center Reports
- Lesson 1: Running Cisco Unified Intelligence Center Reports
  - Real-Time vs. Historical Reports
  - Stock Reporting Templates: Unified CCE
  - Review: Cisco Unified Intelligence Center Deployed with Unified CCE
  - Set Up Unified CCE as a Data Source
  - Run a Unified CCE Stock Report
  - Available Stock Reports: Unified CVP
  - Review: Cisco Unified Intelligence Center Deployed with Cisco Unified CVP
  - Unified CVP Stock Report output
- Lesson 2: Using Permalinks
  - What Is a Permalink?
  - Report Permalinks
  - Dashboard Permalinks
- Lesson 3: Modifying Cisco Unified Intelligence Center Stock Reports
  - How Reports Can Be Modified
  - Creating a Copy of a Stock Report
  - Modifying the New Report
Module 4: Cisco Unified Intelligence Center Custom Reporting
- Lesson 1: Creating a New Cisco Unified Intelligence Center Report
  - Knowing Your Data Source
  - Reporting in a Multichannel Environment
  - Creating a New Report
  - Creating a Dashboard
Module 5: Cisco Unified Intelligence Center Overview for the Advanced User
- Lesson 1: Understanding Cisco Unified Intelligence Center Deployment Considerations
  - Skillsets needed for the Advanced User
  - Deployment Models
  - Unified CCE Databases and Data Type Availability
  - What Can Affect the Size of the Solution?
  - Member Nodes
  - Database Replication: Multiple Nodes
  - Operation, Administration, Maintenance, Provisioning
    - Command-Line Interface
    - Additional Considerations
Module 6: Cisco Unified Intelligence Center Installation and Administration
- Lesson 1: Cisco Unified Intelligence Center Security and License Types
  - Licensing
  - Sizing Tool
  - Licensing Compared to Feature Sets
    - Feature Sets Compared
  - Reporting: Template Modification
  - Report and Report Definitions
    - Report Definitions
  - Value Lists and Collections
- Lesson 2: Installing Cisco Unified Intelligence Center
  - Before You Install Cisco Unified Intelligence Center
    - Understanding the Deployment Model
    - Prerequisites and Important Considerations
    - Installation Wizard Navigation
  - Installation Process
  - Logging into Cisco Unified Intelligence Center
  - Applying the License File
    - Verifying that the File Has Been Applied
  - Define a New Member Node
    - Confirm the New Member
- Lesson 3: Managing Cisco Unified Intelligence Center Components
  - Cisco Unified Intelligence Center Controller
  - About the Administration Console
    - Administration Console Overview
    - Using the OAMP Administrator Console
    - Administration ConsoleDrawers
  - About Cisco Unified Intelligence Center Super User Roles
    - Super User Role
  - About Devices
    - Device Configuration
    - Device ManagementLogging and Tracing
  - Cluster Configuration Drawer
    - Cluster ConfigurationLicense Management
    - Cluster ConfigurationActive Directory
    - Cluster ConfigurationCisco Unified CCE User Synchronization
    - Setting Up Cisco Unified CCE User Integration
  - Network Management Drawer
    - Cluster ConfigurationReport Scheduler Email Settings Tab
  - Tools Drawer: RTMT
    - Cisco Unified Intelligence Center Security
  - Cisco Unified Communications Solutions Tools from Cisco Unified Intelligence Center
    - Cisco Unified Serviceability
    - Cisco Unified OS Administration
    - Disaster Recovery System
- Lesson 4: Understanding Cisco Unified Intelligence Center Administration
  - Administration User Management
    - Add a New Super User
    - Configure User
    - Accessing Online Help
    - Help File Contents
    - User Credentials
    - User Security Policy
  - Managing Devices
  - Control Center
  - Report Scheduler Email Settings
  - Cisco Unified CCE User Integration
Module 7: Using CUIC Value Lists and Collections
- Lesson 1: Using Value Lists and Collections
  - What Are Value Lists and Collections?
    - Administering Value Lists and Collections
    - Creating a Value List
    - A Populated Value List
  - Associate a Value List with a Report: Database Query
  - Cisco Unified Intelligence Center Query Types
  - Associate a Value List with a Report: Anonymous Block or Stored Procedure
  - Create a Collection
  - Collection Types
  - Management and Security
    - Value List Security
    - Collection Security
Module 8: Cisco Unified Intelligence Center Custom Reporting
- Lesson 1: Understanding Cisco Unified CCE Key Concepts
  - WebView vs. Cisco Unified Intelligence Center
    - Cisco Unified Intelligence Center Deployed with Unified CCE
  - Characteristics of Unified CCE Data
  - Why Report Data Can Differ
  - Importance of Configuration and Scripting
- Lesson 2: Using Report Definitions
  - Report Definitions and Reports
    - Managing Report Definitions
    - Manage Report Definition Categories
    - Create a Report Definition Category
    - Delete a Report Definition Category
  - Create a Report Definition
    - Report Definition Editor
    - Report Definition Editor Toward the Data Source
    - Report Definition EditorFields
    - Report Definition EditorFields: Edit Properties
    - Report Definition EditorFields: Edit Formatting
    - Report Definition EditorFields: Drill Down
    - Report Definition EditorCreate Formula Fields
    - Report Definition EditorCreate Filter Fields
    - Report Definition EditorParameters
    - Report Definition EditorProperties
  - Get to know your Database Schema
  - Creating a New Report Definition and Report
- Lesson 3: Searching Call Detail Records
  - Call Detail Records
  - Importing a Report
    - Report Output
  - Exporting a Report
    - Exporting a Report View
Lab Outline
- Lab 2-1: Managing Users and Security in Cisco Unified Intelligence Center
- Lab 3-1: Running a Stock Report
- Lab 3-3: Creating Permalinks
- Lab 3-4: Modifying a Stock Report
- Lab 4-1: Creating a New Report
- Lab 6-2: Verifying Installation of the Unified Intelligence Center Controller and Navigating OAMP
- Lab 7-1: Creating Value Lists and Collections
- Lab 8-2: Creating a Simple Report Definition and a custom report
- Lab 8-3: Searching Call Detail Records

AUCCE2 v10.0 - Administering Cisco Unified Contact Center Enterprise, Part 2 Virtual Classroom Live December 04, 2017

Price: $4,195

Enroll today to reserve your spot!

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