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AUCCE2 v10.0: Administering Unified Contact Center Enterprise Part 2

Upcoming Dates

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

Course Specifications

Course Length: 5 days
Rate: $3,695
Learning Credits: 38
Call 406-256-5700 or email entretraining@entremt.com for customized training or group pricing

Course 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.

To participate in the hands-on labs in this class, you need to bring a laptop computer with the following:

  • Windows 7 or 8.1 or 10 is recommended. Mac OSX 10.6 or greater is supported as well.
  • Intel Celeron or better processors are preferred.
  • 1 GB or more of RAM
  • Browser Requirements: Internet Explorer 10 or greater or Mozilla Firefox. (Safari and Mozilla Firefox for Mac OSX)
  • All students are required to have administrator rights to their PCs and cannot be logged in to a domain using any Group Policies that will limit their machine’s capabilities.
  • If you do not have administrator rights to your PC, you at least need permissions to download, install, and run Cisco Any Connect Client.
  • If you are participating in a WebEx event, it is highly recommended to take this class at a location that has bandwidth speeds at a minimum of 1 Mbps bandwidth speeds.

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.

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.

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 Outline

Course Introduction

  • Overview
    • Learner Prerequisite Skills and Knowledge
  • Course Goal and Objectives
  • Course Flow
  • Additional References
  • Your Training Curriculum

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 Architecture and Components

  • Overview
  • Voice Gateways
  • Cisco Unified Communications Manager (UCM)
  • Agent Phones and Features
  • Intelligent Contact Manager (ICM)
  • Customer Voice Portal (CVP)
  • 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
  • Contact Center Management Portal (CCMP)
  • Cisco Unified Intelligence Center
  • Geographic Dependencies/CCE Networks
  • Packaged Contact Center Enterprise (PCCE)

Lesson 4: Accessing UCCE Tools

  • Accessing UCM
  • Accessing ICM
  • Accessing CVP
  • Accessing Voice Gateways
  • Accessing CCMP

Module 2: CCE Configuration and Scripting Review

Lesson 1: Configuration Manager and Script Editor Review

  • Configuration Manager Review
  • Script Editor Review

Lesson 2: CTI Review

  • CTI Review
  • Finesse
  • CTI OS Server
  • CTI OS Client
  • Cisco Agent Desktop
  • Agent States

Lesson 3: Agent Skill Review

  • Agent Functionality: ICM Configuration Steps
  • Agent Login
  • Agent Functionality: UCM Configuration Steps
  • UCM Application User
  • Configuring Agent IP phones for Unified CCE
  • Agent phone / JTAPI User Association

Lesson 4: Microapps and Media File Review

  • Microapps
  • Understanding Media Server and Audio Files
  • Audio Prompt Gateway Considerations
  • Implementing Microapps in an ICM Script

Lesson 5: Precision Routing Review

  • Precision Routing Overview
  • Implementing Precision Routing
  • Agents and Attributes
  • Precision Queues
  • CCE Scripting for Precision Routing
  • Precision Routing Limitations and Reporting

Lesson 6: Transfers and RONA Review

  • Transfer Types Overview
  • Subsequent Transfer Considerations
  • ICM Configuration Steps
  • UCM Configuration Steps
  • RONA

Lesson 7: Mobile Agents

  • Mobile Agent Review
  • Mobile Agent Configuration to Support CCE

Module 3: Implementing Business Rules

Lesson 1: Advanced Scripting and Routing

  • Script Editor Advanced Features and Tools
  • Best Practice ICM Scripting for Reporting
  • Region / Area Code Routing
  • Call Types vs. Requalify
  • Route Select
  • Congestion Control
  • Multiline
  • Dealing with IVR Node Results
  • Supervisor Assistance Scripts
  • Emergency Assistance Scripts
  • Reason Codes

Lesson 2: ICM Scripting Variables, Expressions, Formulas and Functions

  • Variables
  • Formula Editor
  • Using Built-In Functions
  • Custom Functions

Lesson 3: Creating an Administrative Script for Time of Day Routing

  • Administrative Scripts Overview
  • Building an Admin Script
  • Scheduling an Admin Script
  • Testing an Admin Script

Lesson 4: Creating Feature Control Sets and Users

  • Feature Control Sets
  • ICM Users
  • Internet Script Editor

Lesson 5: Silent Monitoring and Recording

  • Silent Monitor Overview
  • Configuring Unified CM-Based Silent Monitoring
  • Configuring CTI OS-Based Silent Monitoring
  • Silent Monitoring Logs

Module 4: CCE VXML Solution

Lesson 1: Basic VXML Functionality

  • What is VXML
  • Cisco Unified CVP VXML Solution

Lesson 2: Installing and Configuring VXML Solution

  • Cisco Unified CVP VXML Server Configuration
  • Cisco Unified Call Studio Project Configuration
  • Project Deployment and VXML Server Maintenance Tasks
  • ICM Considerations for VXML Application Support

Lesson 3: Basic VXML SQL Database Lookup

  • Overview
  • SQL/JDBC/JNDI Configuration
  • Call Studio Configuration
  • ICM Scripting and Testing

Lesson 4: Exploring Courtesy Callback

  • What is Courtesy Callback?
  • Courtesy Callback Call Flow
  • Courtesy Callback Considerations
  • Configuring Courtesy Callback

Lesson 5: Agent Greeting

  • Agent Greeting Overview
  • Deployment Considerations
  • ICM Configuration
  • Verification

Module 5: UCCE Outbound Option

Lesson 1: Outbound Option

  • Outbound Option Overview
  • Outbound Option Components
  • Dialer Types
  • Dialing Modes
  • Outbound Campaign Features
  • SIP Call Flows
  • SIP Dialer Design Considerations
  • Voice Gateway Design Considerations

Lesson 2: Configuring Outbound Option for Agent and IVR Campaigns

  • Campaign Types Overview
  • Prerequisite Configurations for Outbound Campaigns
  • Agent-Based Campaign
  • Agent-Based Campaign Scripting
  • Answering Machine Detection
  • Callbacks
  • IVR-Based Campaign Configuration
  • IVR-Based Campaign Scripting

Module 6: CCE Support Considerations

Lesson 1: Supporting UCCE

  • Troubleshooting Methodology for UCCE
  • Importance of Accurate Troubleshooting Information
  • Contacting Cisco TAC

Lesson 2: Diagnostic Framework Suite

  • Diagnostic Framework Suite Review
  • Analysis Manager
  • Unified System CLI
  • Diagnostic Framework Portico

Lesson 3: UCCE Support

  • ICM Support
  • CVP Support
  • Gateway Support
  • UCM Support

Lesson 4: Tracking an Agent Call Through the Database

  • TCD and RCD Overview
  • Querying RCD and TCD Records

Lab Outline

Lab 1-0: Setting up your VPN and SIP phone
Lab 1-1: Configuring Cisco Unified Communications Manager
Lab 1-2: Explore Your Voice Gateway (Ingress/VXML)
Lab 1-3: Explore CVP and ICM Servers
Lab 2-1: Tools and Utilities for Administering ICM Dialed Numbers and Call Types
Lab 2-2: Configure ICM for Basic Agent and Skill Group Functionality
Lab 2-3: Install CTIOS Agent Desktop
Lab 2-4: Testing Basic Skill Group functionality in an ICM Script
Lab 2-5: Media Files and Variables in ICM Scripting
Lab 2-6: Basic IVR Scripting with MicroApps
Lab 2-7: Configure CCE for Monitoring and Reporting
Lab 2-8: Configuring Precision Routing
Lab 2-9: Configuring Ring No Answer (RONA)
Lab 2-10: CTI Route Point Initiated Calls
Lab 2-11: Configure Agent Transfers via Unified CCE DN Plan
Lab 3-1: Implement Administrative Scripts
Lab 3-2: Feature Control Sets and Users
Lab 4-1: VXML Server Configuration and Call Studio Installation
Lab 4-2: Create and Deploy a Cisco Unified Call Studio Project
Lab 4-3: Integrate VXML Applications with an ICM Script
Lab 4-4: SQL DB Lookup Functionality for VXML
Lab 4-5: Implement Cisco Courtesy Callback
Lab 4-6: Agent Greeting
Lab 5-1: Configure Outbound Agent Campaign SCCP Dialer
Lab 6-1: Using Troubleshooting Tools
Lab 6-2: Track call thru RCD/TCD Records
Lab 6-3: Instructor Break/Fix Lab