AUCCE-BC v10.0 - Administering Cisco Unified Contact Center Enterprise Boot Camp

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If quantity is more than 1, Please add all Attendees' Names /Voucher #/ Learning Credit below separated with a comma. If not specified, we will contact you prior to the class start date. Special Instructions

Description

The Administering Cisco Unified Contact Center Enterprise Bootcamp is a 5 day, extended hours (10 to 12 hours per day), instructor-led course for system engineers and customers who will be involved with configuration and support of a Cisco Unified CCE solution deployed in a Cisco Unified CVP comprehensive environment.

AUCCE-BC v10.0 describes the requirements needed to configure, monitor, and support a Cisco Unified CCE deployment which will include these topics: agent configuration, CTIOS and Finesse desktops, scripting for Cisco Unfified CCE, Cisco Unified CVP, and Voice XML, Administrative scripting, Skill Group and Precision Queue routing, External Database access, Courtesy Callback, Agent Greeting, Outbound Campaign Dialing, reporting, and troubleshooting tools. This class covers all topics represented in the AUCCE1 and AUCCE2 courseware.

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.

Note: The courseware and lab guide for this course are being provided in an encrypted digital format. To be able to view your digital kit, you will need to bring a suitable device to view the content. You can install your digital course material onto a Windows PC, Mac (OSX 10.6 & up), Apple iPad (iPAD2 & up preferred) or Android tablet (v4.1 & up preferred). You will need to install an encrypted document viewer on your device to be able to view the course material.

If you have any questions or issues with meeting the requirements listed above, please contact us at info@idtlearning.com and provide the class name to which you are attending and we will be more than happy to help.

Objectives

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

  • Identify the basic components and operations of the Cisco Unified CCE solution.
  • Understand basic configuration tools and create a simple script.
  • Perform the ICM configuration tasks required to support basic agent functionality.
  • Build and test a basic IVR script utilizing Cisco Unified CVP MicroApps.
  • Configure and script Cisco Unified CCE to support reporting requirements, skill group and precision queuing, ring-no-answer, transfers, time-of-day and day-of-week routing.
  • Deploy and integrate the Cisco Unified CVP VXML component for external database access, Courtesy Callback and Agent Greeting.
  • Understand requirements and configure Cisco Unified CCE for Outbound Campaign Dialing.
  • Understand basic concepts and generate reports using Cisco Unified Intelligence Center.
  • Describe Cisco Unified CCE support tools and call tracking.

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

Cisco Unified Contact Center Enterprise v10 Foundations

  • Introducing UCCE
  • Unified CCE Components and Architecture
  • UCCE Terms, Routing and Additional Components
  • Accessing UCCE Tools

UCCE Configuration & Scripting

  • Configuration Manager
  • Script Editor Overview
  • Scripting for CVP

Unified CCE Inbound Agent Considerations

  • CTI Options Overview
  • Configuring ICM for Agent Functionality
  • Configuring UCM for Agent Functionality
  • Scripting ICM for Agent Functionality

Unified CCE IVR/VRU Functionality

  • Media Files and Variables in ICM Scripts
  • Basic IVR Scripting with Microapps

Additional UCCE Considerations

  • Configuring CCE for Monitoring and Reporting
  • Configuring and using Precision Queues
  • Transfers and RONA Review
  • Mobile Agents
  • Advanced Scripting and Routing
  • ICM Scripting Variables, Expressions, Formulas and Functions
  • Creating an Administrative Script for Time of Day Routing
  • Creating Feature Control Sets and Users
  • Silent Monitoring and Recording

VXML Implemenation

  • Basic VXML Functionality
  • Installing and Configuring VXML
  • Basic VXML SQL Database Lookup
  • Exploring Courtesy Callback
  • Agent Greeting

UCCE Outbound Option

  • Outbound Option
  • Configuring Outbound Option for Agent and IVR Campaigns

Cisco Unified Intelligence Center Reporting

  • Cisco Unified IC Overview
  • Cisco CUIC Reporting

CCE Support Considerations

  • Supporting UCCE
  • Diagnostic Framework Suite
  • UCCE Support
  • Tracking an Agent Call Through the Database

Lab Outline

    Lab 1-0: Setting up your VPN and SIP phone
    Lab 1-1: Configuring Cisco Unified Communications Manager
    Lab 1-2: Explore Your Voice Gateway (Ingress/VXML)
    Lab 1-3: 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 5-6: Feature Control Sets and Users
    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 6-4: SQL DB Lookup Functionality for VXML
    Lab 6-5: Implement Cisco Courtesy Callback
    Lab 6-6: Agent Greeting
    Lab 7-1: Configure Outbound Agent Campaign SCCP Dialer
    Lab 8-1: CUIC Reports and Dashboards
    Lab 9-1: Using Troubleshooting Tools
    Lab 9-2: Track call thru RCD/TCD Records