Administering Unified Contact Center Enterprise with CVP Part 2 (AUCCE2)

Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE Part 2) is an Advanced 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 AUCCE Part 1 course or equivalent prior experience is a prerequisite for attending this course.  This course is also a good companion course to the DUCCE course which covers more detail on the installation/maintenance 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.  Do Not take this course if you are new to CCE, you will not have a good time.  If you are already working with CCE, or if you’ve taken the Part 1 course, you’ll love this course!

Upon completing this course, the learner will be able to meet these overall objectives:

Demonstrate advanced proficiency with add/move/change of the ACD/PBX (agent/skill) environment of UCCE.

Demonstrate advanced proficiency with add/move/change of the IVR (prompt/collect) environment of UCCE including both MicroApp and VXML solution scripting (ICM Scripting and Call Studio scripting).

Demonstrate effective use of system tools to track and troubleshoot a call within a call flow.

Course Outline

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations

Lesson 1: Introducing UCCE

Lesson 2: Unified CCE Architecture and Components

Lesson 3:  UCCE Terms, Routing and Additional Components

Lesson 4:  Accessing UCCE Tools

Module 2: CCE Configuration and Scripting Review

Lesson 1: Configuration Manager and Script Editor Review

Lesson 2: CTI Review

Lesson 3: Agent Skill Review

Lesson 4: Microapps and Media File Review

Lesson 5:  Precision Routing Review

Lesson 6: Transfers and RONA Review

Lesson 7: Mobile Agents

Module 3:  Implementing Business Rules

Lesson 1:  Advanced Scripting and Routing

Lesson 2:  ICM Scripting Variables, Expressions, Formulae and Functions

Lesson 3:  Creating and Admin Script for Time of Day Routing

Lesson 4: Creating Feature Control Sets and Users

Module 4: CCE VXML Solution

Lesson 1: Basic VXML Functionality

Lesson 2:  Installing and Configuring VXML solution

Lesson 3:  Basic VXML - SQL Database Lookup

Lesson 4:  Exploring Courtesy Callback

Lesson 5: Agent Greeting

Module 5:  CCE Outbound

Lesson 1: Introduction to Outbound Option

Lesson 2:  Configuring Outbound Option for Agent and IVR Campaigns

Module 6:  CCE Support considerations

Lesson 1:  Supporting UCCE

Lesson 2:  Diagnostic Framework Suite

Lesson 3:  UCCE Support

Lesson 4:  Tracking an Agent call through the Database

Lab Outline

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:  Administering ICM Dialed Numbers and Call Types

Lab 2-2:  Media Files and Variables in ICM Scripting

Lab 2-3:  Basic IVR Scripting with MicroApps

Lab 2-4:  Configure ICM for basic Agent and Skill Group Functionality

Lab 2-5:  Configure UCM for Agent Functionality

Lab 2-6:  Install CTIOS Agent Desktop(Optional)

Lab 2-7:  Scripting for Skill Groups and Queuing

Lab 2-8:  Configuring Precision Routing

Lab 2-9:  RONA

Lab 2-10: CTI Route Point Initiated Calls

Lab 2-11: Agent initiated transfers into UCCE using the ICM Dialed Number Plan

Lab 2-12: Configure Calls using SIP with Proxy

Lab 3-1:  Administrative Scripting

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 Basic 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

Lab 4-6:  Agent Greeting

Lab 5-1:  Configure SIP Outbound Dialer Basic Agent Campaign

Lab 5-2:  Challenge Lab:  Build IVR campaign

Lab 6-1:  Using Troubleshooting Tools

Lab 6-2:  Track a call thru RCD and TCD

Lab 6-3:  Instructor generated Break/Fix lab.


Managers, team-leads, business liaison personnel or anyone who needs to be remotely involved in the UCCE solution and have a better overall understanding of its function.