AUCCE2 v10.0 - Administering Cisco Unified Contact Center Enterprise, Part 2

5 Days

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.

Upcoming Classes

Virtual Classroom Live
November 06, 2017

$4,195.00
5 Days    10:00am EST - 6:00pm EST
view class details and enroll
Virtual Classroom Live
December 04, 2017

$4,195.00
5 Days    10:00am EST - 6:00pm EST
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 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

Upcoming Classes

Virtual Classroom Live
November 06, 2017

$4,195.00
5 Days    10:00am EST - 6:00pm EST
view class details and enroll
Virtual Classroom Live
December 04, 2017

$4,195.00
5 Days    10:00am EST - 6:00pm EST
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:

  • Attendance in AUCCE Part 1 (AUCCE1) or equivalent real world experience is a requirement to attend this course.
  • Working knowledge of Unified Communications Manager and Voice Gateways would be very helpful.

Upcoming Classes

Virtual Classroom Live
November 06, 2017

$4,195.00
5 Days    10:00am EST - 6:00pm EST
view class details and enroll
Virtual Classroom Live
December 04, 2017

$4,195.00
5 Days    10:00am EST - 6:00pm EST
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