Administering Unified Contact Center Enterprise with CVP Part 2

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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 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! 

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
  • Day 2 support personnel responsible advanced administration and support of the UCCE environment

At 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.

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, you will be wasting your time and time of those around you in class!  You need some experience with UCCE before attending this course!!  If you cannot spell UCCE, this course is not for you!  If you don't know what ICM object binds a Dialed Number to a Script, you need to take the Part 1 course, not this one!  If you don't know the 2 main uses for Call Types, you should not take this course!!  Obviously, this means you need some prerequisite knowledge before attending this course.
  • Working knowledge of Unified Communications Manager and Voice Gateways would be really helpful.  The VFCC is a perfect foundational course.

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: CCE Configuration and Scripting Review

Lesson 1: Configuration Manager and Script Editor Review

  • Configuration Manger
  • Script Editor

 

Lesson 2: CTI Review

  • CTI Server Review
  • Finesse
  • CTI OS Server
  • CTI OS Client
  • Cisco Agent Desktop
  • Agent States

 

Lesson 3: Agent Skill Review

  • Agent Functionality: ICM Configuration Steps
  • Agent Login
  • Agent Functionality: UCM Configuration Steps
  • UCM Application User
  • Configuring Agent IP phones for Unified CCE
  • Agent phone / JTAPI User association

 

Lesson 4: Microapps and Media File Review

  • Microapps
  • Understanding Media Server and Audio Files
  • Audio Prompt Gateway Considerations
  • Implementing Microapps in an ICM Script

 

Lesson 5:  Precision Routing Review

  • Precision Routing Overview
  • Implementing Precision Routing
  • Agents and Attributes
  • Precision Queues
  • CCE Scripting for Precision Routing
  • Precision Routing Limitations and Reporting

 

Lesson 6: Transfers and RONA Review

  • Transfer Types Overview
  • Subsequent Transfer Considerations
  • ICM Configuration Steps
  • UCM Configuration Steps RONA

 

Lesson 7: Mobile Agents

  • Mobile Agent Review
  • Mobile Agent Configuration to support CCE
  • 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

 

Module 3:  Implementing Business Rules

Lesson 1:  Advanced Scripting and Routing

  • Script Editor Advanced Features and Tools
  • Best Practice ICM Scripting for Reporting
  • Region /Area Code Routing
  • Call Types vs Requalify
  • Route Select
  • Congestion Control
  • Multiline
  • Dealing with IVR Node Failures
  • Supervisor Assistance Scripts
  • Emergency Assistance Scripts
  • Reason Codes

 

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

  • Variables
  • Formula Editor
  • Using Builtin Functions
  • Custom Function

 

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

  • Administrative Scripts Overview
  • Building an Admin Script
  • Scheduling an Admin Script
  • Testing an Admin Script

 

Lesson 4: Creating Feature Control Sets and Users

  • Feature Control Sets
  • ICM Users
  • Internet Script Editor
  • Lab 3-1: Administrative Scripting
  • Lab 3-2: Feature Control Sets and Users

 

Module 4: CCE VXML Solution

Lesson 1: Basic VXML Functionality

  • What is VXML?
  • Cisco Unified CVP VXML Solution

 

Lesson 2: Installing and Configuring VXML solution

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

 

Lesson 3: Basic VXML - SQL Database Lookup

  • Overview
  • SQL/JDBC/JNDI Configuration
  • Call Studio Configuration
  • ICM Scripting and Testing

 

Lesson 4: Exploring Courtesy Callback

  • What is Courtesy Callback?
  • Courtesy Callback Call Flow
  • Courtesy Callback Considerations
  • Configuring Courtesy Callback

 

Lesson 5: Agent Greeting

  • Agent Greeting Overview
  • Deployment Considerations
  • ICM Configuration
  • Verification
  • 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

 

Module 5: CCE Outbound

Lesson 1: Introduction to Outbound Option

  • Outbound Option Overview
  • Outbound Option Components
  • Dialer Types
  • Dialing Modes
  • Outbound Campaign Features
  • SIP Call Flows
  • SIP Dialer Design Considerations
  • Voice Gateway Design Considerations

 

Lesson 2: Configuring Outbound Option for Agent and IVR Campaigns

  • Campaign Types Overview
  • Prerequisite Configurations for Outbound Campaigns
  • Agent-Based Campaign
  • Agent-Based Campaign Scripting
  • Callbacks
  • IVR-Based Campaign Configuration
  • IVR-Based Campaign Scripting
  • Lab 5-1: Configure SIP Outbound Dialer Basic Agent Campaign
  • Lab 5-2: Challenge Lab: Build IVR campaign

 

Module 6: CCE Support considerations

Lesson 1: Supporting UCCE

  • Troubleshooting Methodology for UCCE
  • Importance of Accurate Troubleshooting Information
  • Contacting Cisco TAC

 

Lesson 2: Diagnostic Framework Suite

  • Diagnostic Framework Suite Review
  • Analysis Manager
  • Unified System CLI
  • Diagnostic Framework Portico

 

Lesson 3: UCCE Support

  • ICM Support
  • CVP Support
  • Gateway Support
  • UCM Support

 

Lesson 4: Tracking an Agent call through the Database

  • TOD and RCD Review
  • Querying RCD and TCD Records
  • Lab 6-1: Using Troubleshooting Tools
  • Lab 6-2: Track a call thru RCD and TCD
  • Lab 6-3: Instructor generated Break/Fix lab.

 

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.

 

 

Administering Unified Contact Center Enterprise with CVP Part 2http://springhouse.com/course-catalog/AUCCE 2Administering Unified Contact Center Enterprise with CVP Part 2

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