Administering Unified Contact Center Enterprise w CVP Part 1 v11.0 - AUCCE1 Course Outline

(5 Days) - Learning Credits Accepted

Overview

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. 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

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.

Audience Profile

The primary audience for this course is as follows:

  • Cisco Unified Communications system channel partners and resellers responsible for the Sales, Implementation or Support of a UCCE solution
  • Day 1 and Day 2 support personnel responsible for the daily add/move/change of the UCCE environment
  • The secondary audience for this course is as follows:

  • 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.

Prerequisites

The knowledge and skills that a learner should have before attending this course are as follows:

  • Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, switch) is helpful but not required
  • Working knowledge of a Windows computer including a mouse and the simultaneous use of the Alt-Tab keys is required.
  • Working knowledge of Unified Communications Manager and Voice Gateways would be really helpful. Take the VFCC course, by example
  • A basic understanding of contact center operations

At Course Completion

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

LabOutline

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