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AUCC-CVP v8.0 - Administering Unified Contact Center Enterprise v8.0 with CVP and IP-IVR

Description

Administering Unified Contact Center Enterprise v8.0 with CVP and IP-IVR (AUCC-CVP v8.0) is an instructor-led course for system engineers and customers who will be involved with day-to-day interaction with the Cisco Unified Contact Center Enterprise v8.0 (CCE) product. This course will give you an understanding of the Cisco Unified CCE v8.0 system, the Intelligent Contact Management (ICM) routing application, and Cisco Outbound Option. You will accomplish this by configuring the Cisco Unified CCE v8.0 software, use the ICM routing software to route calls from both Cisco Unified CVP as well as Cisco Unified IP IVR and from Cisco Unified Communications Manager.

This course includes supplemental information on Cisco Unified Contact Center Enterprise version 9.0. The information contained in the addendum covers topics related to significant feature changes that have been implemented since version 8.0. This material is presented as informational only and does not have any associated practice labs.

Objectives

Upon completing this course, the learner will be able to meet these overall objectives:

  • Demonstrate an overall understanding of the Cisco Unified CCE v8.0 system, the Intelligent Contact Management (ICM) routing application, and its environment
  • Configure a Cisco Unified CCE v8.0 system that routes from Cisco Unified CVP and Cisco Unified IP IVR
  • Describe ICM users and feature control sets, various ICM configuration utilities, ICM variables, and create routing options using an external SQL Database
  • Understand administrative scripting, translation routing concepts, and how translation routing operates
  • Configure a new Cisco Unified CCE v8.0 system that routes from Cisco Unified Communications Manager v8.0
  • Understand the Cisco Outbound Option components and how to configure an outbound dialer, import rule, query rule, and a campaign
  • Describe basic reporting characteristics of Cisco Unified Intelligence Center

Prerequisites

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

  • Familiarity with call center operations
  • Microsoft Active Directory
  • Microsoft Windows 2003
  • Microsoft SQL Server 2005

Who Should Attend

The primary audience for this course is as follows:

  • Cisco Unified Communications system channel partners and resellers
  • System engineers

The secondary audience for this course is as follows:

  • Customers who will be configuring and maintaining the Cisco Unified Contact Center Enterprise products

Outline

Module 1: Cisco Unified Contact Center Enterprise v8.0 Product Overview

Lesson 1: Presenting Cisco Unified Contact Center Enterprise v8.0

      • Cisco Unified Contact Center Enterprise v8.0
      • Benefits of Cisco Unified Contact Center Enterprise v8.0
      • Cisco Unified Contact Center Enterprise v8.0 Options
      • PPDIOO

Lesson 2: Call Routing Options

      • Carrier-Based Routing
      • Private Network Routing
      • Carrier-Based Routing with Cisco Unified CCE v8.0
      • Benefits of Routing with Cisco Unified CCE v8.0

Lesson 3: Components of Cisco Unified Contact Center Enterprise v8.0

      • ICM Components
      • ICM Databases
      • ICM Terms

Lesson 4: Intelligent Contact Management Routing Techniques

    • ICM Pre-Route
    • ICM Post-Route

Module 2: Configuring Cisco Unified Contact Center Enterprise v8.0

Lesson 1: Introduction

      • Cisco Unified CCE v8.0 Architecture
      • Parent/Child Deployment Model
      • Cisco Unified CCE v8.0 Call Flows

Lesson 2: Integrating Cisco Unified Communications Manager v8.0

      • Defining Cisco Unified Communications Manager v8.0
      • Cisco Unified Communications Manager v8.0 Configuration
      • Integrating Cisco Unified Communications Manager v8.0

Lesson 3: Integrating Cisco Unified Customer Voice Portal

      • Defining Cisco Unified CVP
      • Components of Cisco Unified CVP
      • Cisco Unified CVP Call Flows
      • Integrating Cisco Unified CVP into the UCCE solution

Lesson 4: Cisco Unified CCE v8.0 Configurations

      • Defining the Administration and Data Server
      • ICM Configuration

Lesson 5: Agent Desktop Options

      • Defining Cisco CTI
      • Defining CTI OS Toolkit
      • Defining Cisco Agent Desktop
      • Defining CRM Connectors

Lesson 6: Using the Cisco Unified CCE v8.0 Script Editor

    • Describing ICM Script Editor
    • Working with ICM Script Editor
    • Testing a Script

Module 3: Extended Functions

Lesson 1: Creating Feature Control Sets and Users

      • Feature Control Sets and Users
      • User Permissions
      • Internet Script Editor

Lesson 2: Using Script Editor Utilities

      • Finding Objects and Their Associations
      • Exporting and Importing Scripts
      • Renaming and Deleting Objects
      • Default Labels

Lesson 3: Creating and Using Cisco Unified CCE v8.0 Variables

      • Define ICM Variables
      • Peripheral Variables
      • Expanded Call Variables
      • User Variables

Lesson 4: Configuring Access to an External Database

      • Class Database
      • DB Lookup Script Node
      • External Database Configuration
      • Scripting for External Database Access

Lesson 5: Adding Multiple Skill Groups

    • Using the CED Script Node
    • Using the Formula Editor
    • Using the Route Select Script Node

Module 4: Administrative Scripts and Translation Routing

Lesson 1: Understanding Administrative Scripts

      • Defining Administrative Scripts
      • Creating User Variables
      • Creating an Administrative Script

Lesson 2: Understanding Translation Routing

    • Defining Translation Routing
    • How Translation Routing Works

Module 5: Configuring a Second Peripheral

Lesson 1: Integrating Cisco Unified IP IVR

      • Defining Cisco Unified IP IVR
      • Cisco Unified IP IVR Script Editor
      • Integrating Cisco Unified IP IVR
      • Cisco Unified IP IVR Call Control Processes

Lesson 2: New Peripheral Basic Configuration

      • Basic ICM Configuration
      • Cisco Unified Communications Manager v8.0 Configuration
      • ICM Scripting

Lesson 3: Creating Translation Routes for Cisco Unified Contact Center Enterprise v8.0

      • Cisco Unified CCE v8.0 Translation Routing
      • Translation Route Configuration Requirements
      • Using the Translation Route Wizard
      • Scripting for Translation Routing

Lesson 4: Enterprise Services and Skill Groups

    • Defining Enterprise Services and Skill Groups
    • Scripting for Enterprise Skill Groups

Module 6: Configuring Cisco Outbound Option

Lesson 1: Cisco Outbound Option Overview

      • Cisco Outbound Option
      • Outbound Campaign Call Processing
      • Outbound Configuration Summary

Lesson 2: Cisco Outbound Option Configuration

    • Basic Outbound Configuration
    • Creating Dialer Ports
    • Campaign Configuration
    • ICM scripting for Outbound Dialing

Module 7: Cisco Unified Intelligence Center

Lesson 1: Cisco Unified IC Overview

      • Cisco Unified IC Benefits and Features
      • Cisco Unified IC Deployment Models
      • Additional Features

Lesson 2: Cisco Unified IC Reporting

    • Accessing Reporting Data
    • Cisco Unified CCE Stock Reports
    • Cisco Unified CVP Stock Reports
    • Running Cisco Unified IC Reports

Addendum 1: Release Note Summaries

  • Release Notes 8.5(1)
  • Release Notes 8.5(2)
  • Release Notes 8.5(3)
  • Release Notes 8.5(4)
  • Release Notes 9.0(1)

Addendum 2: Hardware, Software and Compatibility

  • ICM 9.0(x) Hardware
    • Types of hardware supported
    • Server Classes
    • Collocated deployments
  • ICM/UCCE 9.0(x) Software
    • Windows support
    • SQL Server support
    • Client platforms
  • Compatibility
    • Version and product compatibility
    • Parent/Child compatibility
    • NAM/CICM compatibility

Addendum 3: Congestion Control

  • Congestion Control basics
  • Congestion Control thresholds and treatment modes
  • Congestion Control Serviceability
  • Troubleshooting Congestion Control issues

Addendum 4: Precision Routing

  • Define Precision Routing and terminology
  • Configuring Precision Routing
  • Reporting on Precision Queues
  • Troubleshooting Precision Queues

Addendum 5: Packaged Contact Center Enterprise

  • Describe Packaged CCE
  • Describe the deployment models and options available with Packaged CCE
  • Deploying Packaged CCE
  • Describe Packaged CCE web administration and APIs

Addendum 6: Finesse

  • Finesse Pre-Requisites and Installation
  • High Level Architecture
  • Finesse Web Services Overview
  • Finesse Gadgets
  • Finesse Administration
  • Finesse Troubleshooting

Lab Outline

      Lab 2-1: Configuring Cisco Unified Communications Manager
      Lab 2-2: Configuring Cisco Unified CVP
      Lab 2-3: ICM Configurations
      Lab 2-4: Using Cisco Unified CCE Script Editor
      Lab 3-1: Configuring Feature Control Sets and ICM Users and Using Internet Script Editor
      Lab 3-2: Using Script Editor Utilities
      Lab 3-3: Accessing an External SQL Server Database
      Lab 3-4: Adding Multiple Skill Groups
      Lab 4-1: Using Administrative Scripts
      Lab 5-1: Configuring Cisco Unified IP IVR
      Lab 5-2: Configuring a Second Peripheral
      Lab 5-3: Configuring Translation Routes
      Lab 5-4: Configuring and Scripting for Enterprise Skill Groups
      Lab 6-1: Cisco Outbound Option Configuration