Course Outline
Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
- Lesson 1-1: Introducing UCCE
- Lesson 1-2: Unified CCE Architecture and Components
- Lesson 1-3: UCCE Terms, Routing and Additional Components
- Lesson 1-4: Accessing UCCE Tools
Module 2: CCE Configuration and Scripting Review
- Lesson 2-1: Configuration Manager and Script Editor Review
- Lesson 2-2: CTI Review
- Lesson 2-3: Agent Skill Review
- Lesson 1: Configuration Manager and Script Editor Review
- Lesson 2-4: Microapps and Media File Review
- Lesson 2-5: Precision Routing Review
- Lesson 2-6: Transfers and RONA Review
- Lesson 2-7: Mobile Agents
Module 3: Implementing Business Rules
- Lesson 3-1: Advanced Scripting and Routing
- Lesson 3-2: ICM Scripting Variables, Expressions, Formulas and Functions
- Lesson 3-3: Creating an Administrative Script for Time of Day Routing
- Lesson 3-4: Creating Feature Control Sets and Users
- Lesson 3-5: Silent Monitoring and Recording
Module 4: CCE VXML Solution
- Lesson 4-1: Basic VXML Functionality
- Lesson 4-2: Installing and Configuring VXML Solution
- Lesson 4-3: Basic VXML SQL Database Lookup
- Lesson 4-4: Exploring Courtesy Callback
- Lesson 4-5: Agent Greeting
Module 5: UCCE Outbound Option
- Lesson 5-1: Outbound Option
- Lesson 5-2: Configuring Outbound Option for Agent and IVR Campaigns
Module 6: CCE Support Considerations
- Lesson 6-1: Supporting UCCE
- Lesson 6-2: Diagnostic Framework Suite
- Lesson 6-3: UCCE Support
- Lesson 6-4: Tracking an Agent Call Through the Database
Lab Details
- Lab 1-1: Overview of the AUCCE2 Lab Environment
- Lab 1-2: Explore Voice Gateway
- Lab 1-3: Explore CVP and ICM Servers
- Lab 2-1: Administering ICM Dialed Numbers and Call Types
- Lab 2-2: Media Files and Variables in ICM Scripts
- Lab 2-3: Basic IVR Scripting with MicroApps
- Lab 2-4: Configure ICM for Agent and Skill Group Functionality
- Lab 2-5: Configure UCM for Agent Functionality
- Lab 2-6: Install CTIOS Agent Desktop (optional)
- Lab 2-8: Configuring Precision Routing
- Lab 2-9: RONA
- Lab 2-10: CTI Route Points for UCCE Calls and Transfers
- Lab 2-11: Configure Agent Transfers via Dialed Number Plan
- Lab 2-12: Configure Calls Using SIP with Proxy (3XY2)
- Lab 3-1: 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 ICM Script
- Lab 4-4: SQL DB Lookup Functionality for VXML
- Lab 4-5: Courtesy Callback (CCB)
- Lab 4-6: Agent Greeting
- Lab 5-1: Basic Outbound Agent Campaign (SIP Dialer)
- Lab 6-2: Track a call thru RCD/TCD Records
- Lab 6-3: Instructor Break/Fix