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

Upcoming Dates

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

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

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.

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.
  • 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.

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

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

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 Ne

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