Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2)
About this Course
Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE Part 2) 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 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 overall goal of this course is advanced administration of the solution by a deeper exposure into the technical operational requirements and the tools used to configure and ensure functionality.
Who should attend
- Channel Partner / Reseller
The knowledge and skills that a learner must have before attending this course are as follows:
- Attendance of Administering Cisco Unified Contact Center Enterprise 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.
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.
- 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.
Outline: Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2)
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: CCE Configuration and Scripting Review
- Identify how to access and utilize the Configuration Manager from the Admin workstation.
- Identify how to utilize Script Editor and use it to build ICM routing scripts.
- Explain CTI Server Functionality.
- Define how Finesse interacts with the CTI Gateway.
- Explain the function of CTI OS Server.
- Explain the function of CTI OS Client.
- Describe CTI OS Agent Desktop.
- Define the purpose of Agent States.
- Identify the primary objects of the Configuration Manager tool to facilitate agent functionality.
- 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 UCM application user to support agent functionality.
- Describe how to configure Agent IP phones for Unified CCE.
- Describe the Agent Phone / JTAPI User Association.
- List the six microapps and examples of each.
- Identify how to access media servers and audio files provided with CVP server installation.
- Examine the use of gateway prompt caching methods to optimize performance.
- Examine scripting with microapplications.
- Examine skills-based routing and the migration toward precision routing.
- Identify how to use the CCE Web Administration interface to configure/change deployment type.
- 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 9.0 system limits and new reports for Precision Routing.
- Identify the configuration requirements necessary for a Unified CVP comprehensive deployment.
- Describe how to configure Unified ICM to integrate with the Unified CVP.
- Describe how to add the VRU to the configuration of Unified ICM in the PG Explorer.
- Describe how to configure UCM to support transfer implementation.
- Identify RONA calls behavior and discuss contingency treatment of such calls.
- Identify the attributes of Unified MA.
- List review tasks to verify configuration of Mobile Agent.
Module 3: Implementing Business Rules
- Describe scripts, their advanced features and tools.
- Describe business rules and best practice ICM scripting for reporting.
- Identify how to configure PG by using ICM Configuration Manager.
- Describe how to add the JTAPI Client for the connection to the Unified CM.
- Recognize how to register and associate Route Point with a user.
- Describe how to access and utilize RTMT.
- Describe how to create call type for testing and build a test script.
- Describe how to deal with IVR Node Results in failure conditions.
- Discuss procedures required to enable Supervisor Assistance on the Toolkit Desktop.
- Identify how to configure Emergency Assistance Scripts.
- Describe the use and configuration of Reason Codes.
- Identify different types of variables used to store information in the ICM software.
- Describe how Script Editor’s built-in Formula Editor is used in constructing routing scripts.
- Examine examples of Built-In Functions and their use to develop expressions.
- Identify how custom functions work.
- Examine the abilities and uses of Administrative Scripts.
- Describe the steps for building an Administrative Script.
- Describe the steps for scheduling an Administrative Script.
- Describe the steps used for testing an administrative Script.
- Explain the uses of Feature Control Sets.
- Define an ICM User and create ICM User accounts.
- Describe how to install and open Internet Script Editor.
- Describe how the Silent Monitoring feature functions on both Unified CM and CTI OS.
- Describe how to configure Unified CM Silent Monitoring on a CTI OS Server.
- Describe how to configure CTI OS-Based Silent Monitoring.
- Explore the use of Silent Monitoring Logs.
Module 4: CCE VXML Solution
- Identify the benefits and challenges of using VXML.
- Provide an overview of the application of VXML in a CVP deployment.
- Configure the Unified CVP VXML Server in the Cisco Unified CVP Operations Console.
- Configure a Cisco Unified Call Studio project.
- Deploy a Cisco Unified Call Studio project and describe the administrative tasks necessary to ensure that applications are running correctly on the VXML server.
- Describe ICM Considerations for VXML Application Support.
- Describe how to enable database access on your CVP VXML Server.
- Examine the process used to install JDBC Driver and add JNDI Context for DB Lookup.
- Describe how to configure the Database Element of the Studio Application.
- Discuss how to test an ICM Script with information coming back from the DB lookup.
- Define Courtesy Callback and its components.
- Examine the flow of a Courtesy Callback.
- Examine the design considerations of Courtesy Callback.
- Describe how to configure a script for Courtesy Callback.
- Discuss the five steps used to create an Agent Greeting on the VXML Server.
- Examine considerations for deploying Agent Greeting.
- Describe how to configure Agent Greeting using an ICM Script.
- Describe how to use the Test Record Greeting feature in Agent Desktop.
Module 5: UCCE Outbound Option
- Explore the Outbound Option add-on for Unified CCE.
- Identify components of Outbound Option.
- Compare/contrast SIP and SCCP dialer types.
- Explore the features and operation of each Outbound option dialing mode.
- Discuss the use of ICM Admin and Routing scripts to control the features of an Outbound Option Campaign.
- Describe the SIP call flow type.
- Describe SIP Dialer design considerations.
- Discuss voice Gateway design considerations.
- Describe the features of an agent campaign and a pre-recorded (VRU) campaign.
- Define prerequisite configurations for Outbound campaigns.
- Explore the Agent-based campaign outbound option.
- Describe how to script for agent-based campaign.
- Explain how AMD detects and treats calls that detect an answering machine.
- Describe how to configure and schedule Personal Callbacks.
- Show how to configure IVR based campaign.
- Describe how to script for IVR based campaign.
Module 6: CCE Support Considerations
- Identify a logical Troubleshooting Methodology to use when diagnosing UCCE issues.
- Identify the importance of correct problem identification when troubleshooting an issue.
- Describe how and when to contact Cisco TAC.
- Provide an overview of Diagnostic Framework Suite.
- Describe how to use the Analysis Manager plug-in component of the RTMT.
- Describe the use of Unified System CLI.
- Explain the functions of the Diagnostic Framework Portico.
- Identify the available ICM command line tools.
- Describe the use of CVP statistics and how Unified CVP events can be configured to provide support information.
- Describe troubleshooting functions for both ingress and egress of the IOS Gateway.
- Explain how RTMT provides support for the UCM.
- Describe key attributes of the Route Call Detail (RCD) and Termination Call Detail (TCD) tables as they relate to tracking a call in UCCE
- Examine how to use SQL Query Analyzer to query the views in the AWDB for RCD and TCD records and identify the legs of a call flow as it relates to the RCD and TCD records.
- TCD and RCD Overview
- Querying RCD and TCD Records
- Overview of the AUCCE2 Lab Environment
- Explore Voice Gateway
- Explore CVP and ICM Servers
- Administering ICM Dialed Numbers and Call Types
- Media Files and Variables in ICM Scripts
- Basic IVR Scripting with Microapps
- Configure ICM for Agent and Skill Group Functionality
- Configure UCM for Agent Functionality
- Install CTIOS Agent Desktop (Optional)
- Scripting for Skill Groups and Queuing
- Configuring Precision Routing
- CTI Route Points for UCCE Calls and Transfers
- Configure Agent Transfers via Dialed Number Plan
- Configure Calls Using SIP with Proxy (3XY2): (Optional)
- Administrative Scripts
- Feature Control Sets and Users
- VXML Server Configuration and Call Studio Installation
- Create and Deploy a Cisco Unified Call Studio Project
- Integrate VXML Applications with ICM Script
- SQL DB Lookup Functionality for VXML
- Courtesy Callback (CCB)
- Agent Greeting
- Basic Outbound Agent Campaign (SIP Dialer)
- IVR Campaign (Challenge Lab)
- Using Troubleshooting Tools
- Track a call thru RCD/TCD Records
- Instructor Break/Fix Lab
|Feb 27-Mar 3, 2017||Hamburg|
|May 2-5, 2017||Frankfurt 4 days|
|Jun 19-23, 2017||Berlin|
|Aug 7-11, 2017||Munich|
|Sep 25-29, 2017||Düsseldorf|
|Nov 13-17, 2017||Stuttgart|
|Jun 26-30, 2017||Vienna (iTLS)|
|Mar 13-17, 2017 This is a FLEX event||Prague Course language: English|
|Online Training Time zone: Europe/Prague|
|Jul 17-21, 2017 This is a FLEX event||Prague Course language: English|
|Online Training Time zone: Europe/Prague|
|Feb 13-17, 2017||Paris|
|May 15-19, 2017||Paris|
|Jul 24-28, 2017||Paris|
|Nov 27-Dec 1, 2017||Paris|
|Feb 27-Mar 3, 2017||Rome|
|May 15-19, 2017||Milan|
|Aug 28-Sep 1, 2017||Rome|
|Nov 13-17, 2017||Milan|
|May 29-Jun 2, 2017 This is a FLEX event||Warsaw Course language: English|
|Online Training Time zone: Europe/Warsaw|
|Feb 20-24, 2017||Lisbon|
|Apr 17-21, 2017||Lisbon|
|Jun 12-16, 2017||Lisbon|
|Aug 7-11, 2017||Lisbon|
|Oct 2-6, 2017||Lisbon|
|Nov 27-Dec 1, 2017||Lisbon|
|Apr 3-7, 2017 This is a FLEX event||Bucharest Course language: English|
|Online Training Time zone: Europe/Bucharest|
|Feb 27-Mar 3, 2017 This is a FLEX event||Ljubljana Course language: English|
|Online Training Time zone: Europe/Ljubljana|
|Jun 12-16, 2017 This is a FLEX event||Ljubljana Course language: English|
|Online Training Time zone: Europe/Ljubljana|
|Feb 13-17, 2017||Madrid|
|Apr 3-7, 2017||Madrid|
|Jun 5-9, 2017||Madrid|
|Jul 31-Aug 4, 2017||Madrid|
|Sep 25-29, 2017||Madrid|
|Nov 20-24, 2017||Madrid|
|Feb 27-Mar 3, 2017||Zurich|
|Sep 25-29, 2017||Zurich|
|Feb 27-Mar 3, 2017||London, City|
|Jun 26-30, 2017||London, City|
|Sep 18-22, 2017||London, City|
|Dec 4-8, 2017||London, City|
|Jun 5-9, 2017 This is a FLEX event||Melbourne|
|Online Training Time zone: Australia/Melbourne|
|Mar 27-31, 2017||Singapore|
|May 29-Jun 2, 2017||Singapore|
|Feb 19-23, 2017||Riyadh Course language: English|
|May 21-25, 2017||Riyadh Course language: English|
|Aug 20-24, 2017||Riyadh Course language: English|
|Nov 19-23, 2017||Riyadh Course language: English|
United Arab Emirates
|Feb 19-23, 2017||Dubai Course language: English This course is being delivered by iTLS.|
|May 21-25, 2017||Dubai Course language: English This course is being delivered by iTLS.|
|Aug 20-24, 2017||Dubai Course language: English This course is being delivered by iTLS.|
|Nov 19-23, 2017||Dubai Course language: English This course is being delivered by iTLS.|
|Feb 12-16, 2017||Cairo Course language: English|
|Sep 1, 2017||Cairo 1 day Course language: English|