AUCCE1 v10.0 - Administering Cisco Unified Contact Center Enterprise, Part 1

5 Days

Description

Administering Cisco Unified Contact Center Enterprise, Part 1 (AUCCE1) is a 5 day instructor-led course presented by training partners to system engineers and customers who will be involved with "Day 2" support of a UCCE solution deployed in a CVP comprehensive environment. This course describes the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound/outbound UCCE environment. This course is intended for those administering the solution, or who may be responsible for Level 1-2 support of the solution.

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.
  • Perform the ICM configuration tasks required to support basic agent functionality.
  • Build and test a basic ICM script utilizing microapps.
  • Configure and script UCCE to support reporting requirements, precision queuing and RONA.
  • Deploy the CVP VXML component in a Unified CCE solution successfully.
  • Generate basic reports using Cisco Unified IC.

Who Should Attend

The primary audience for this course is as follows:

  • The target audience for this course is channel partners and field support personnel who are responsible for sales, implementation or administration of a Cisco Unified Contact Center and VRU implementation in customer enterprise networks, specifically individuals filling these roles.
  • Day 1 and Day 2 support personnel.
  • The secondary audience for this course is as follows:
  • Managers overseeing UCCE deployments

Upcoming Classes

Virtual Classroom Live
September 25, 2017

$4,195.00
5 Days    9:00 AM CST - 5:00 PM CST
view class details and enroll
Virtual Classroom Live
October 23, 2017

$4,195.00
5 Days    9:00 AM CST - 5:00 PM CST
view class details and enroll
Private Training Available
No date scheduled, don’t see a date that works for you or looking for a private training event, please call 651-905-3729 or submit a request for further information here.
request a private session or new date

Course Overview

  • Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
  • Lesson 1: Introducing UCCE
    • Unified CCE Overview
    • Attributes of Cisco Unified CCE
    • Cisco Unified CCE Components
    • Unified CCE Naming Conventions
    • Cisco Unified CCE Options
    • Agent Desktop Options
    • Whats New
    Lesson 2: Unified CCE Components and Architecture
    • Unified CCE Architecture and Components
    • PSTN and Voice Gateways
    • Cisco Unified Communications Manager (Unified CM)
    • Agent Phones and Features
    • Cisco Unified Intelligent Contact Management (ICM)
    • Cisco Voice Portal (CVP)
    • What is VXML?
    • Features of Unified CVP
    Lesson 3: UCCE Terms, Routing and Additional Components
    • Unified CCE Terms
    • Unified CCE Call Flow Types
    • Additional Unified CCE Components
    • CCMP
    • Cisco Unified Intelligence Center
    • Geographic Dependencies/CCE Networks
    • Packaged CCE
    Lesson 4: Accessing UCCE Tools
    • Accessing UCM
    • Accessing ICM
    • Accessing CVP
    • Accessing Voice Gateways
    • Accessing Contact Center Management Portal (CCMP)
  • Module 2: UCCE Configuration and Scripting
  • Lesson 1: Configuration Manager
    • Configuration Manager Overview
    • Tools Menu
    • Configure ICM Menu
    • Step by Step Menu
    • Outbound Option Menu
    Lesson 2: Script Editor Overview
    • Script Editor Overview
    • Using Script Editor Nodes
    • Understanding Variables
    • ICM Queuing Nodes
    • Scheduling Scripts
    Lesson 3: Scripting for CVP
    • Scripting for CVP
    • Microapplications
    • ECC Variables
    • Audio Files
  • Module 3: Unified CCE Inbound Agent Considerations
  • Lesson 1: CTI Options Overview
    • CTI Server
    • CTI Desktop Options
    • Finesse
    • Finesse Desktop
    • CTI OS Server
    • CTI OS Client
    • Cisco Agent Desktop
    • Solutions Plus
    • CTI Design Consideration
    Lesson 2: Configuring ICM for Agent Functionality
    • ICM as the ACD
    • Configuration Manager
    • Agent Desk Settings
    • Skill Group Explorer
    • Agent Explorer
    • Agent Targeting Rule
    • Agent Login
    Lesson 3: Configuring UCM for Agent Functionality
    • Configuring UCM for Agent Functionality
    • Unified CM Application User
    • Configuring Agent IP Phones for Unified CCE
    • Review Partitions and Calling Search Spaces
    Lesson 4: Scripting ICM for Agent Functionality
    • ICM Enterprise Initial Logic
    • Cisco Unified ICM Enterprise Scripting to Support Agent Functionality
    • Save and Schedule Script
    • Testing your Script
    • Agent Login
  • Module 4: Unified CCE IVR/VRU Functionality
  • Lesson 1: Basic IVR Scripting with Microapps
    • UCCE Script Editors
    • Microapps and ECC Variables
    • Media Server and Files
    • Gateway Considerations
    Lesson 2: ICM Microapps
    • Play Media
    • Get Digits
    • Play Data
    • Menu
    • Get Speech
    • Capture
    Lesson 3: Cisco Unified ICM Enterprise Scripting Using Microapplications
    • ICM Configuration Steps
    • Building a UCCE Script Using Microapps
  • Module 5: Additional UCCE Considerations
  • Lesson 1: ICM Considerations for Reporting and Monitoring
    • Reporting Touch Points
    • Reporting Objects
    Lesson 2: Precision Routing
    • Precision Routing Overview
    • CCE Precision Routing Review and Scenario
    • Traditional Skills Based Routing to Solve Scenario
    • CCE Web Administration Overview
    • Agents and Attributes
    • Precision Queues
    • CCE Scripting for PQs
    Lesson 3: RONA
    • RONA
  • Module 6: VXML Implementation
  • Lesson 1: Basic VXML Functionality
    • What is VXML?
    • Cisco Unified CVP VXML Solution
    Lesson 2: Installing and Configuring VXML
    • Cisco Unified CVP VXML Server Configuration
    • Cisco Unified Call Studio Project Configuration
    • Project Deployment and Server Maintenance Tasks
    • ICM Considerations for VXML Application Support
  • Module 7: Cisco Unified Intelligence Center Reporting
  • Lesson 1: Cisco Unified IC Overview
    • CUIC Features and Benefits
    • Deployment Models
    • CUIC Databases
    • Personalizing Reports
    • Additional Features
    Lesson 2: Cisco CUIC Reporting
    • Navigating CUIC
    • Running CUIC Stock Reports
    • CUIC Dashboards
  • Lab Outline

    Lab 1-0: Setting up your VPN and SIP phone
    Lab 1-1: Configuring Cisco Unified Communications Manager
    Lab 1-2: Explore CVP and ICM Servers
    Lab 2-1: Tools and Utilities for Administering ICM Dialed Numbers and Call Types
    Lab 2-2: Prepare a Simple Script
    Lab 2-3: Use ICM Tools for ICM Scripts
    Lab 3-1: Configure ICM for Basic Agent and Skill Group Functionality
    Lab 3-2: Configure CUCM for Agent Functionality
    Lab 3-3: Install CTIOS Agent Desktop
    Lab 3-4: Testing Basic Skill Group functionality in an ICM Script
    Lab 4-1: Media Files and Variables in ICM Scripting
    Lab 4-2: Basic IVR Scripting with MicroApps
    Lab 5-1: Configure CCE for Monitoring and Reporting
    Lab 5-2: Configuring Precision Routing
    Lab 5-3: Configuring Ring No Answer (RONA)
    Lab 5-4: Implement Administrative Scripts
    Lab 5-5: CTI Route Point Initiated Calls
    Lab 6-1: VXML Server Configuration and Call Studio Installation
    Lab 6-2: Create and Deploy a Cisco Unified Call Studio Project
    Lab 6-3: Integrate VXML Applications with an ICM Script
    Lab 7-1: CUIC Reports and Dashboards

Upcoming Classes

Virtual Classroom Live
September 25, 2017

$4,195.00
5 Days    9:00 AM CST - 5:00 PM CST
view class details and enroll
Virtual Classroom Live
October 23, 2017

$4,195.00
5 Days    9:00 AM CST - 5:00 PM CST
view class details and enroll
Private Training Available
No date scheduled, don’t see a date that works for you or looking for a private training event, please call 651-905-3729 or submit a request for further information here.
request a private session or new date

Prerequisites

The knowledge and skills that a learner must have before attending this course are as follows:

  • Basic knowledge of Microsoft software such as, Windows Active Directory, Windows Server, SQL Server and other Microsoft client operating systems is helpful but not required
  • Basic knowledge of Cisco networking components such as routers and switches is helpful but not required
  • Working knowledge of Unified Communications Manager and Voice Gateways
  • Basic understanding of contact center operations

Upcoming Classes

Virtual Classroom Live
September 25, 2017

$4,195.00
5 Days    9:00 AM CST - 5:00 PM CST
view class details and enroll
Virtual Classroom Live
October 23, 2017

$4,195.00
5 Days    9:00 AM CST - 5:00 PM CST
view class details and enroll
Private Training Available
No date scheduled, don’t see a date that works for you or looking for a private training event, please call 651-905-3729 or submit a request for further information here.
request a private session or new date