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

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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.

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.
  • 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

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: Configure ICM for Basic Agent and Skill Group Functionality
Lab 2-3: Install CTIOS Agent Desktop
Lab 2-4: Testing Basic Skill Group functionality in an ICM Script
Lab 2-5: Media Files and Variables in ICM Scripting
Lab 2-6: Basic IVR Scripting with MicroApps
Lab 2-7: Configure CCE for Monitoring and Reporting
Lab 2-8: Configuring Precision Routing
Lab 2-9: Configuring Ring No Answer (RONA)
Lab 2-10: CTI Route Point Initiated Calls
Lab 2-11: Configure Agent Transfers via Unified CCE DN Plan
Lab 3-1: Implement Administrative Scripts
Lab 3-2: Feature Control Sets and Users
Lab 4-1: VXML Server Configuration and Call Studio Installation
Lab 4-2: Create and Deploy a Cisco Unified Call Studio Project
Lab 4-3: Integrate VXML Applications with an ICM Script
Lab 4-4: SQL DB Lookup Functionality for VXML
Lab 4-5: Implement Cisco Courtesy Callback
Lab 4-6: Agent Greeting
Lab 5-1: Configure Outbound Agent Campaign SCCP Dialer
Lab 6-1: Using Troubleshooting Tools
Lab 6-2: Track call thru RCD/TCD Records
Lab 6-3: Instructor Break/Fix Lab