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

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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

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.

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: Students registering for this course will be receiving their course kit in a digital format. To be able to view your digital kit, it is recommended that you bring a laptop PC and/or a compatible tablet to be able to view the course materials and labs on separate screens. The recommended system requirements and instructions to access the course kit content can be found at the following link: Digital Course Kit Requirements and Instructions.

Please also be aware that this digital version is designed for online use, not for printing. You can print up to 10 pages only in each guide within a course. Please note that every time you click the Print button in the book, this counts as one page printed, whether or not you click OK in the Print dialog.

If you have any questions or issues with meeting the requirements listed above, please contact us at rlt@skyline-ats.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 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

Lab Outline

Lab 1-0: Setting up your VPN and SIP phone
Lab 1-1: Configuring Cisco Unified Communications Manager
Lab 1-2: 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 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 7-1: CUIC Reports and Dashboards