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

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.

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

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 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