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Cisco Unified Contact Center Enterprise Administration (UCCE-A v11.5)

COURSE TYPE

Intermediate

Course Number

2822

Duration

5 Days

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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.

You Will Learn How To

  • 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.

Important Course Information

  • Requirements

    • 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
    • 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)
        Note: Our labs currently cannot run on Microsoft Edge (Windows 10) due to it not supporting Extensions/Add-ons or Google Chrome due to Java being removed from the platform itself.
      • 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 and Java.
      • 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.
      • All PCs require the latest Java Runtime Environment, which can be downloaded from www.java.com.
  • Redeem Your Cisco Learning Credits (CLCs)

Course Outline

  • Module 1 Cisco Unified Contact Center Enterprise Overview

Lesson 1: Presenting Cisco Unified Contact Center Enterprise

  • Cisco Unified CCE Solutions
  • New/Deprecated Features and Enhancements
  • Cisco Unified CCE Reference Design Specifications
  • Cisco Unified CCE Core Components
  • Optional Cisco Components
  • Optional Third-Party Components
  • Cisco Unified CCE Solution Integrated Features
  • Solution Administration
  • Lesson 2: Cisco Unified CCE Core Components

  • Cisco Unified Communications Manager
    • Cisco Unified CM Cluster Nodes
    • Cisco Unified CM Database Architecture
    • Intracluster Communications
    • Call Processing Subscriber Redundancy
    • CTI Manager Service
    • Partitions and Calling Search Spaces
    • Basic Call Handling
    • Agent Phones
  • Cisco Unified CCE/ICM
    • Definitions
    • Traditional ICM
    • Traditional ICM Deployment Models
    • ICM Components
    • ICM Databases
    • ICM Terms
  • Cisco Unified CVP
    • Cisco Unified CVP Product Components
    • Additional Components

    Lesson 3: Cisco Unified CCE Options

  • Optional Cisco Unified CCE Components
  • Cisco Unified CCE Third-Party Components
  • Cisco Unified CCE Integrated Features
  • Solution Administration
  • Lesson 4: Basic Call Flow Models

  • Call Flow Types
  • Traditional ICM Pre-route
  • Traditional ICM Post-route
  • Cisco Unified CCE Call Flow
  • Traditional ICM Translation Routing
  • Translation Route to VRU
    • Module 2: Basic ACD Configurations

    Lesson 1: Configuring Cisco Unified Communications Manager

  • Cisco IP Phones
  • CTI Route Points
  • Trunks
  • Route Groups, Route Lists, and Route Patterns
  • Application User Accounts
  • Lesson 2: Configuring Cisco Unified CVP

  • Functional Overview
  • Basic CVP Configurations
  • Basic CVP Integration Requirements
  • Lesson 3: Configuring Cisco Unified CCE

  • Define Administration Tools
  • Configuration Manager
  • ACD Configurations
  • Lesson 4: Using Cisco Finesse

  • Introduction to Cisco Finesse
  • Using Finesse Agent and Supervisor Desktops
  • Lesson 5: Using Cisco Unified CCE Script Editor

  • Script Editor Basics
  • Creating, saving, and validating an ICM script
  • Testing an ICM script
    • Module 3: Configuring Cisco Unified CVP for IVR Functionality

    Lesson 1: Basic IVR Configurations

  • Media File Types
  • Media File Storage Locations
  • ICM Call Variables
  • CVP Micro-Applications
  • Configure Network VRU Script Definitions for CVP Micro-Apps
  • System-level ICM Configurations Supporting Cisco Unified CVP
  • Lesson 2: Basic IVR Scripting using CVP Micro-Applications

  • Using the Send to VRU Script Node
  • ICM Scripting for IVR Activity
  • Validate, Save, Schedule, and Test Script
    • Module 4: Extended Functions

    Lesson 1: ICM User Accounts and Feature Control Sets

  • Define Feature Control Sets
  • Define ICM User Accounts
  • Using the Quick Edit Mode
  • Use Feature Control Sets to Limit User Access
  • Install and Use the Internet Script Editor
  • Lesson 2: Using ICM Utilities

  • Script Explorer
  • Enabled Scripts
  • Call Type Associations
  • Script Reference
  • Importing and Exporting ICM Scripts
  • Deleting Objects from the ICM Database
  • Renaming Objects in the ICM Database
  • Using Default Labels
  • Lesson 3: Understanding ICM Variables

  • Define Variables
  • Categories of ICM Variables
  • Using ICM Variables
  • Lesson 4: Precision Routing

  • Define Precision Routing
  • Compare Skill Group vs PQ Routing
  • Defining the Agent with Attributes
  • Defining Callers Requirements with PQ’s
  • Using PQ’s in an ICM Script
  • Lesson 5: Routing Calls from Cisco Unified CM

  • Understanding Routing Calls Originating from CUCM
  • Understanding Routing Calls Transferred by an Agent
  • Lesson 6: Ring-No-Answer Routing

  • Understanding Routing for Ring-No-Answer Conditions
  • Method 1: Using Agent Desk Settings
  • Method 2: Using Agent Desk Settings and CVP Patterns for RNA Timeout
  • Lesson 7: ICM Administrative Scripting

  • Define Admin Scripts
  • Define Admin Script Usage
    • Module 5: Cisco Unified CCE Reporting

    Lesson 1: Introducing Cisco Unified Intelligence Center

  • Basic Attributes of CUIC
  • Browser-based Reporting
  • Deployment Models
  • CUIC Terms
  • CUIC Licensing
  • CUIC Navigation Drawers
  • Security Administration
  • Real-time vs Historical Reports
  • Using Permalinks
  • Lesson 2: Running and Modifying CUIC Reports

  • Stock Report Templates
  • Filtering and Running Stock Reports
  • Modifying a Stock Report
  • Scheduling a Report
  • Lesson 3: Creating CUIC Reports and Dashboards

  • Create a Report
  • Create a Dashboard
  • Show complete outline
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