Administering Unified Contact Center Enterprise with CVP Part 1 (AUCCE1)

Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE Part 1) is a 5 day instructor-led course intended for system engineers and customers who will be involved with day 2 support of a UCCE solution deployed in a CVP comprehensive environment.

AUCCE Part 1 course gives the learner an understanding of 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.  This course also serves as a good stepping-stone for the corresponding Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE Part 2) course, and should be considered as a prerequisite before taking Part 2.  This course is also a good companion course to the DUCCE course, which covers more detail on the installation/maintenance of the UCCE solution.

The overall goal of this course is to build an effective administrator of the solution by exposing the technical requirements of the solution and utilizing the solution tools for effective operation.  The learner will be exposed to CCE (ICM) and VXML scripting in this course to ensure basic competence with the solution.  For advanced scripting topics, refer to the AUCCE Part 2 or the CVPD course.

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

Demonstrate an overall understanding of the Cisco Unified CCE v10.x solution from a component functional level.

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

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

Configure a Supervisor to enable CUIC Reporting functionality including running stock reports and creating dashboards.

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:  UCCE Configuration and Scripting

Lesson 1:  Configuration Manager

Lesson 2:  ICM Script Editor Overview

Lesson 3: Scripting for CVP

Module 3:  CCE Inbound Agent Considerations

Lesson 1:  CTI Options Overview

Lesson 2:  Configure ICM for Agent Functionality

Lesson 3: Configure UCM for Agent Functionality

Lesson 4:  Scripting ICM for Agent Functionality

Module 4:  Unified CCE IVR/VRU Functionality

Lesson 1:  Basic IVR Scripting with MicroApps

Lesson 2:  ICM MicroApps

Lesson 3:  ICM Scripting Using MicroApps

Module 5:  Additional UCCE Considerations

Lesson 1:  ICM Considerations for Reporting and Monitoring

Lesson 2:  Precision Routing

Lesson 3:  RONA

Module 6:  External VXML Implementation

Lesson 1:  Basic VXML Functionality

Lesson 2:  Installing and Configuring VXML

Module 7:  Cisco Unified Intelligence Center (CUIC) Reporting

Lesson 1:  CUIC Overview

Lesson 2:  CUIC Reporting

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:  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

Lab 3-2:  Configure UCM for Agent Functionality

Lab 3-3:  Install Agent/Supervisor Desktop 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

Lab 5-6: CTI Route Points for UCCE Calls and Transfers

Lab 5-7:  CCMP

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, including a Dashboard of our favorite reports

Audience



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