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

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.

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.

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