Administering Unified Contact Center Enterprise with CVP Part 2 v11.0 - AUCCE2 Course Outline

(5 Days)

Overview

Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2) 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 Cisco UCCE 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. The overall goal of this online Cisco IT class is to develop advanced administration of the solution by a deeper exposure into the technical operational requirements and the tools used to configure and ensure functionality. Learn more about Administering Cisco Unified Contact Center Enterprise Part 2 by NterOne below.

Audience Profile

  • Cisco Unified Communications system channel partners and resellers
  • Day 2 support personnel responsible advanced administration and support of the UCCE environment

Prerequisites

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

  • Attendance of AUCCE Part 1 or equivalent real world experience is a requirement to attend this course
  • DO NOT take this course if you are new to UCCE
  • Working knowledge of Unified Communications Manager and Voice Gateways would be really helpful.

At Course Completion

  • 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 DatabaseLab 1-1: Check out the Lab EnvironmentLab 1-3: Explore CVP and ICM ServersLab 2-2: Media Files and Variables in ICM ScriptingLab 2-4: Configure ICM for basic Agent and Skill Group FunctionalityLab 2-6: Install CTIOS Agent Desktop(Optional)Lab 2-8: Configuring Precision RoutingLab 2-10: CTI Route Point Initiated CallsLab 2-12: Configure Calls using SIP with ProxyLab 3-2: Feature Control Sets and UsersLab 4-2: Create and Deploy a Basic Call Studio ProjectLab 4-4: SQL DB Lookup Functionality for VXMLLab 4-6: Agent GreetingLab 5-2: Challenge Lab: Build IVR campaignLab 6-2: Track a call thru RCD and TCD
  • Lab 6-3: Instructor generated Break/Fix lab.
  • Lab 6-1: Using Troubleshooting Tools
  • Lab 5-1: Configure SIP Outbound Dialer Basic Agent Campaign
  • Lab 4-5: Courtesy Callback
  • Lab 4-3: Integrate VXML Applications with ICM Script
  • Lab 4-1: VXML Server Configuration and Call Studio Installation
  • Lab 3-1: Administrative Scripting
  • Lab 2-11: Agent initiated transfers into UCCE using the ICM Dialed Number Plan
  • Lab 2-9: RONA
  • Lab 2-7: Scripting for Skill Groups and Queuing
  • Lab 2-5: Configure UCM for Agent Functionality
  • Lab 2-3: Basic IVR Scripting with MicroApps
  • Lab 2-1: Administering ICM Dialed Numbers and Call Types
  • Lab 1-2: Explore Voice Gateway
  • Lab Outline