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Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE1)

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About this Course

The Administering Cisco Unified Contact Center Enterprise Part 1 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.

Who should attend

  • 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.
  • Managers overseeing UCCE deployments

Class Prerequisites

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

  • Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, switch) is helpful but not required
  • Working knowledge of a Windows computer including a mouse and the simultaneous use of the Alt-Tab keys is required
  • Working knowledge of Unified Communications Manager and Voice Gateways:
  • Basic understanding of contact center operations

What You Will Learn

Upon completing this course, you 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.
  • Identify how to successfully deploy the CVP VXML component in a Unified CCE solution.
  • Generate basic reports using Cisco Unified IC.

Outline: Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE1)

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
  • Describe the Cisco Unified Contact Center Solution for enterprise customers.
  • Identify the attributes of the Unified CCE Solution.
  • Identify the components of the Unified CCE Solution.
  • Describe naming conventions of the components of the Unified CCE solution.
  • List optional components in the Unified CCE solution.
  • Describe the attributes of various agent desktop options in the Unified CCE solution.
  • Identify new features provided after Unified CCE release version 8.X.
  • Provide an overview of the UCCE components and high-level network architecture.
  • Provide an overview of the role of gateways in a UCCE environment.
  • Provide an overview of CUCM high-level architecture and functionality.
  • Identify supported IP phones.
  • Provide a high level overview of ICM network architecture components and fault tolerance principles.
  • Define a Unified CVP and its characteristics.
  • Define the purpose and function of VXML.
  • List the features of Unified CVP.
  • Identify ICM terms.
  • Identify three call flow types found in CCE deployments.
  • Recognize additional components of UCCE.
  • Introduce the CCMP utility.
  • Introduce the CUIC reporting server.
  • Distinguish between different UCCE deployment models.
  • Identify features of the Packaged CCE solution.
  • Examine how to use ccmadmin tools.
  • Examine how to utilize the Unified CCE Tools icon.
  • Examine how to utilize the CVP Ops console.
  • Introduce Telnet and Secure Shell access tools for access to voice gateways.
  • Identify how to manage interface access to the CCMP.
Module 2: UCCE Configuration and Scripting
  • Identify how to access the Configuration Manager from the Admin workstation.
  • Provide an introduction to the ICM Configuration Manager Tools menu.
  • Examine this alternative tool from earlier versions.
  • Introduce the Configuration Manager Step by Step menu.
  • Introduce the Outbound Option Menu.
  • Identify how Script Editor is used to build ICM routing scripts.
  • Describe the use and function of ICM script editor nodes to build an ICM script.
  • Introduce Call Variable and User variables.
  • Identify how to use script editor queuing nodes to define routing targets in an ICM script.
  • Identify the need for and the process involved in scheduling an ICM script.
  • Discuss how ICM variables and microapps are involved in scripting for CVP.
  • Introduce microapplications.
  • Introduce Extended Call Control variables.
  • Introduce Audio files.
Module 3: Unified CCE Inbound Agent Considerations
  • Describe the functions of the CTI Server.
  • List the UCCE supported desk top options.
  • Describe the CTI architecture and features of the Finesse desktop.
  • Examine the Finesse Agent and Supervisor desktops.
  • Define the features of the CTI OS Server.
  • Examine the CTI OS client architecture and desktop functionality.
  • Examine the features and functionality of the CTI OS client agent and supervisor desktops.
  • Introduce the Solutions Plus reselling program for third party CRM products.
  • Summarize CTI Design considerations and implications on overall solutions.
  • Describe how ICM will manage ACD functions.
  • Identify the primary functions of the Configuration Manager tool for configuring for Agent functionality.
  • Recognize how to configure Agent Desk Settings and why they are necessary.
  • Identify how to add a skill group on the CUCM.
  • Identify how to create an agent and associate the agent to a skill group.
  • Examine how to set up agent targeting rules.
  • Describe how to login to the CTI OS agent login screen.
  • Introduce the UCM configuration steps required for agent functionality.
  • Identify the steps required to create a CUCM application user to support agent functionality.
  • Describe the steps required to configure a UCCM agent IP phone.
  • Identify how UCM Partitions and Calling Search Spaces configurations are deployed to manage UCM phones.
  • Review ICM initial logic.
  • Identify how to script nodes to establish a connection to the LAA.
  • Demonstrate steps to saving and scheduling a routing script.
  • Identify call tracer as a script test tool.
  • Describe how to login an agent and take a test call.
Module 4: Unified CCE IVR/VRU Functionality
  • Identify how to use ICM script editor to implement ECC variables, microapps and media files.
  • Examine scripting with microapplications and ECC variables.
  • Identify how to access media servers and media files provided with CVP server installation.
  • Examine the use of gateway prompt caching methods to optimize performance.
  • ICM Microapps
  • List the configuration steps of the Cisco Unified ICM Enterprise.
  • Examine how to build and schedule scripts using microapps.
Module 5: Additional UCCE Considerations
  • Discuss how call types can be configured and deployed as reporting touch points in an ICM routing script.
  • Examine how to manage agents, skill groups, trunk groups and service by generating reports.
  • Examine skills-based routing and the migration toward precision routing.
  • Examine a typical precision routing requirement.
  • Examine scenario solution using skills based routing.
  • Identify how to use the CCE Web Administration interface to configure PCCE.
  • Examine the assignment of agent attributes to support precision queuing.
  • Identify steps used to define criteria for precision queues.
  • Define the steps required to build a basic script to support precision queuing.
  • Identify RONA calls behavior and discuss contingency treatment of such calls.
Module 6: VXML Implementation
  • Identify the benefits and challenges of using VXML.
  • Provide an overview of the application of VXML in a CVP deployment.
  • Configure VXML Server settings using CVP Ops Console.
  • Examine the basic features of Call Studio and build a basic application.
  • Deploy call studio project and ensure correct deployment.
  • Integrate ICM script with VXML application to pass data to and fro.
Module 7: Cisco Unified Intelligence Center Reporting
  • Introduce the features and benefits of CUIC.
  • Define various CUIC deployment models used with CUIC controller subscribers.
  • Describe the data bases associated with CUIC.
  • Introduce the CUIC steps to personalizing CUIC report presentations.
  • List the additional features of the CUIC.
  • Navigate the Unified IC user interface to create dashboards, reports and value lists, manage data sources, and set up security and schedulers.
  • Access, run and modify stock reports using CUIC reporting.
  • Define dashboards and describe how they are used.
Labs
  • Overview of the AUCCE1 Lab Environment
  • Explore the Voice Gateway
  • Explore CVP and ICM Servers
  • Tools and Utilities for Administering ICM Dialed Numbers and Call Types
  • Prepare a Simple Label Script
  • Using ICM Tools for ICM Scripts
  • Configure ICM for Agent Functionality
  • Configure UCM for Agent Functionality
  • Install Agent/Supervisor Desktop (CTI OS) and Test Login
  • Basic Skill Group Functionality in an ICM Script
  • Media Files and Variables in ICM Scripts
  • Basic IVR Scripting with Microapps
  • Configuring CCE for Monitoring and Reporting
  • Configuring and using Precision Queues
  • RONA
  • Implement Administrative Scripts
  • Configure Calls Using SIP with Proxy (3XY2): (Optional)
  • CTI Route Points for UCCE Calls and Transfers:
  • CCMP
  • VXML Server Configuration and Call Studio Installation
  • Create and Deploy a Cisco Unified Call Studio Project
  • Integrate VXML Applications with ICM Script
  • More CUIC Reports
Classroom Training

Duration 5 days

Price
  • United States: US$ 3,795
  • Cisco Learning Credits: 38 CLC
Enroll now
Online Training

Duration 5 days

Price
  • United States: US$ 3,795
  • Cisco Learning Credits: 38 CLC
Enroll now