Courses Detailed

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

• Identify the basic components and operations of the Unified CCE solution.
• Configure and script a basic UCCE CVP deployment.
• Implement business rules as they apply to scripting and routing in Unified CM.
• Install a basic CCE VXML Solution
• Install, configure and run a CCE Outbound Option Campaign.
• Describe how to support CCE.

The primary audience for this course is as follows:

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

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

• Attendance in AUCCE Part 1 (AUCCE1) or equivalent real world experience is a requirement to attend this course.
• Working knowledge of Unified Communications Manager and Voice Gateways would be very helpful.

Course Outline

Course Introduction

• Overview
  • Learner Prerequisite Skills and Knowledge
• Course Goal and Objectives
• Course Flow
• Additional References
• Your Training Curriculum

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
  • Whats New
  
  Lesson 2: Unified CCE Architecture and Components
  • Overview
  • Voice Gateways
  • Cisco 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
  • 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

Module 2: CCE Configuration and Scripting Review

• Lesson 1: Configuration Manager and Script Editor Review
  • Configuration Manager Review
  • Script Editor Review
  
  Lesson 2: CTI Review
  • CTI 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

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 Results
  • Supervisor Assistance Scripts
  • Emergency Assistance Scripts
  • Reason Codes
  
  Lesson 2: ICM Scripting Variables, Expressions, Formulas and Functions
  • Variables
  • Formula Editor
  • Using Built-In Functions
  • Custom Functions
  
  Lesson 3: Creating an Administrative 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
  
  Lesson 5: Silent Monitoring and Recording
  • Silent Monitor Overview
  • Configuring Unified CM-Based Silent Monitoring
  • Configuring CTI OS-Based Silent Monitoring
  • Silent Monitoring Logs

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

Module 5: UCCE Outbound Option

• Lesson 1: 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
  • Answering Machine Detection
  • Callbacks
  • IVR-Based Campaign Configuration
  • IVR-Based Campaign Scripting

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
  • TCD and RCD Overview
  • Querying RCD and TCD Records

Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2) is a 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 AUCCE1 course or equivalent prior experience is a prerequisite for attending this course.