Administering Cisco Unified Contact Center Enterprise v2.0, Part 2 (AUCCE2)

Overview

Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE Part 2) 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 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 overall goal of this course is advanced administration of the solution by a deeper exposure into the technical operational requirements and the tools used to configure and ensure functionality

Objectives

Upon completion of this course, you will be able to:

  • 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.

Content

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

Audience

N/A

Prerequisites

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

  • Attendance of AUCCE Part 1 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.

Certification

This course is part of the following Certifications:

Voice / UC

Cisco Unified Contact Center Enterprise Specialist

Schedule

Course ID:
AUCCE2


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