Course Outline

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations

• Lesson 1-1: Introducing UCCE
• Lesson 1-2: Unified CCE Components and Architecture
• Lesson 1-3: UCCE Terms, Routing and Additional Components
• Lesson 1-4: Accessing UCCE Tools

Module 2:  UCCE Configuration and Scripting

• Lesson 2-1:  Configuration Manager
• Lesson 2-2:  Script Editor Overview
• Lesson 2-3:  Scripting for CVP

Module 3:  Unified CCE Inbound Agent Considerations

• Lesson 3-1:  CTI Options Overview
• Lesson 3-2:  Configuring ICM for Agent Functionality
• Lesson 3-3:  Configuring UCM for Agent Functionality
• Lesson 3-4:  Scripting ICM for Agent Functionality

Module 4:  Unified CCE IVR/VRU Functionality

• Lesson 4-1:  Basic IVR Scripting with Microapps
• Lesson 4-2:  ICM Microapps
• Lesson 4-3:  Cisco Unified ICM Enterprise Scripting Using Micro applications

Module 5:  Additional UCCE Considerations

• Lesson 5-1:  ICM Considerations for Reporting and Monitoring
• Lesson 5-2:  Precision Routing
• Lesson 5-3:  RONA

Module 6:  VXML Implementation

• Lesson 6-1: Basic VXML Functionality
• Lesson 6-2:  Installing and Configuring VXML

Module 7:  Cisco Unified Intelligence Center Reporting

• Lesson 7-1:  Cisco Unified IC Overview
• Lesson 7-2:  Cisco CUIC Reporting

Lab Details:

• Lab 1-1: Check Out the Lab Environment 
• Lab 1-2: Explore Voice Gateway
• 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 Label Script
• Lab 2-3: Using ICM Tools for ICM Scripts
• Lab 3-1:  Configure ICM for Agent Functionality (Nothing Fancy Yet)
• Lab 3-2:  Configure UCM for Agent Functionality
• Lab 3-3:  Install Agent/Supervisor Desktop (CTI OS) and Test Login
• Lab 3-4:  Basic Skill Group Functionality in an ICM Script
• Lab 4-1:  Media Files and Variables in ICM Scripts
• Lab 4-2:  Basic IVR Scripting with MicroApps
• Lab 5-1:  Configuring CCE for Monitoring and Reporting
• Lab 5-2:  Configuring and using Precision Queues
• Lab 5-3:  RONA
• Lab 5-4: Implement Administrative Scripts
• Lab 5-5: Configure Calls Using SIP with Proxy (3XY2)
• Lab 5-6: CTI Route Points for UCCE Calls and Transfers
• 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 ICM Script
• Lab 7-1: More CUIC Reports

It is recommended, but not required, to have the following skills and knowledge before attending this course: 

• Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, switch) is helpful but not required 
• Working knowledge of a Windows computer including a mouse and the simultaneous use of the Alt-Tab keys is required
• Working knowledge of Unified Communications Manager and Voice Gateways: 
• Basic understanding of contact center operations.

This course is part of the following Certifications:

Voice / UC

Cisco Unified Contact Center Enterprise Specialist