Administering Unified Contact Center Enterprise with CVP Part 1

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Overview

All Scheduled Dates are Guaranteed-to-Run!

All of the classes are taught from our Exton facility utilizing High-Definition Instructor Led Training (HD-ILT). What exactly is HD-ILT?

HD-ILT™ is the world’s first distance training system utilizing state-of-the-art, life-size high-definition video & audio combined with patented remote lab access. This unique combination provides students with live training and the same experience as if they were actually in the classroom with the instructor.

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. 

PCCE (Packaged Contact Center Enterprise) is the same UCCE product but with a limited deployment and simplified tools.  PCCE users and engineers should be taking our UCCE courses, as we use all the same tools during training.  For instance, scripting for PCCE and UCCE is the same – ICM Script Editor and Studio.   

If you are using an earlier version of UCCE, you will benefit from this training.  Although we use 10.x in the class, skills taught will be equivalent and still of value to you. 

Intended Audience

​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.

At 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.

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

Exams & Certifications


Materials


Course Outline

​Module 1: Cisco Unified Contact Center Enterprise v10 Foundations

Lesson 1: Introducing UCCE

  • Unified CCE Overview
  • Attributes of Cisco Unified CCE
  • Cisco Unified CCE Components
  • Unified CCE Naming Conventions
  • Cisco Unified CCE Options
  • Agent Desktop Options
  • What's New

 

Lesson 2: Unified CCE Architecture and Components

  • Overview
  • Voice Gateways (VG)
  • Unified Communications Manager (UCM)
  • Agent Phones and Features
  • Intelligent Contact Manager (ICM)
  • Customer Voice Portal (CVP)
  • VXML
  • Features of Unified CVP

 

Lesson 3:  UCCE Terms, Routing and Additional Components

  • Unified CCE Terms
  • Unified CCE Call Flow Types
  • Additional Unified CCE Components
  • Contact Center Management Portal (CCMP)
  • Cisco Unified Intelligence Center (CUIC)
  • Geographic Dependencies/CCE Networks
  • Packaged Contact Center Enterprise (PCCE)

 

Lesson 4: Accessing UCCE Tools

  • Accessing UCM
  • Accessing ICM
  • Accessing CVP
  • Accessing Voice Gateways
  • Accessing CCMP
  • Lab 1-1:  Check out the Lab Environment
  • Lab 1-2:  Explore Voice Gateway
  • Lab 1-3:  Explore CVP and ICM Servers

 

Module 2: UCCE Configuration and Scripting

Lesson 1: Configuration Manager

  • Configuration Manager Overview
  • Tools Menu
  • Configure ICM Menu
  • Step-by-Step Menu
  • Outbound Option Menu

 

Lesson 2:  ICM Script Editor Overview

  • Script Editor Overview
  • Using Script Editor Nodes
  • Understanding Variables
  • ICM Queuing Nodes
  • Scheduling Scripts

 

Lesson 3: Scripting for CVP

  • Scripting for CVP Overview
  • Microapplications (MicroApps)
  • ECC Variables
  • Audio Files
  • 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

 

Module 3: CCE Inbound Agent Considerations

Lesson 1: CTI Options Overview

  • CTI Server
  • CTI Desktop Options
  • Finesse Server
  • Finesse Desktop
  • CTI O/S Server
  • CTI O/S Client
  • Cisco Agent Desktop (CAD)
  • Solutions Plus
  • CTI Design Considerations

 

Lesson 2: Configure ICM for Agent Functionality

  • "ICM as the ACD" overview
  • Configuration Manager
  • Agent Desk Settings
  • Skill Group Explorer
  • Agent Explorer
  • Agent Targeting Rule
  • Agent Login

 

Lesson 3: Configure UCM for Agent Functionality

  • Overview
  • JTAPI Application User
  • Configure Agent IP Phones for Unified CCE
  • Review – CSS and Partitions!

 

Lesson 4: Scripting ICM for Agent Functionality

  • ICM Enterprise Initial Logic
  • ICM Scripting to Support Agent Functionality
  • 'Save As' and Schedule Script
  • Testing your Script
  • Agent Login
  • 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

 

Module 4: Unified CCE IVR/VRU Functionality

Lesson 1: Basic IVR Scripting with MicroApps

  • UCCE Script Editor(s) Overview
  • MicroApps and ECC Variable Interaction
  • Media Servers and Audio philes
  • Gateway Considerations

 

Lesson 2: ICM MicroApps

  • Play Media (PM) MicroApp
  • Get Digits (GD) MicroApp
  • Play Data (PD) MicroApp
  • Menu (M) MicroApp
  • Get Speech (GS) MicroApp (ASR & VXML)
  • Capture (CAP) MicroApp

 

Lesson 3: ICM Scripting Using MicroApps

  • ICM Configuration Steps
  • Building a UCCE (ICM) Script Using MicroApps
  • Lab 4-1:  Media Files and Variables in ICM Scripts
  • Lab 4-2:  Basic IVR Scripting with MicroApps

 

Module 5: Additional UCCE Considerations

Lesson 1: ICM Considerations for Reporting and Monitoring

  • Reporting Touch Points
  • Reporting Objects (Supervisors, Teams, Call Types)

 

Lesson 2: Precision Routing

  • Overview
  • CCE Precision Routing Review and Scenario
  • Using Traditional Skills Routing Scenario Comparison
  • CCE Web Administration Overview
  • Agents and Attributes
  • Precision Queues
  • CCE Scripting for Precision Queues

 

Lesson 3: RONA

  • Overview
  • RONA Configuration
  • Scripting for RONA
  • 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

 

Module 6: External VXML Implementation

Lesson 1: Basic VXML Functionality

  • What is VXML?
  • CVP External VXML Solution Components

 

Lesson 2: Installing and Configuring VXML

  • VXML Server Configuration
  • Call Studio Project Configuration
  • Studio Project Deployment and VXML Server Maintenance Tasks
  • ICM Configuration and Scripting Considerations for VXML Application Support
  • 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

 

Module 7: Cisco Unified Intelligence Center (CUIC) Reporting

Lesson 1: CUIC Overview

  • CUIC Features and Benefits
  • Deployment Models
  • CUIC Databases
  • Personalizing Reports
  • Additional Features

 

Lesson 2:  CUIC Reporting

  • Navigating CUIC
  • Running CUIC Stock Reports
  • CUIC Dashboards
  • Lab 7-1: More CUIC Reports, including a Dashboard of our favorite reports

 

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

 

 

Administering Unified Contact Center Enterprise with CVP Part 1http://springhouse.com/course-catalog/AUCCE 1Administering Unified Contact Center Enterprise with CVP Part 1

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