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