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Administering Unified Contact Center Enterprise with CVP Part 2 (AUCCE2)
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COURSE INFORMATION
Administering Unified Contact Center Enterprise with CVP Part 2 (AUCCE2) Course Overview:
The Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2) course is for system engineers and customers who will be involved with support of a UCCE solution deployed in a CVP comprehensive environment. This course gives you an understanding of the requirements, resources and tools required to perform complex adds, moves and changes in the inbound/outbound UCCE environment. 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.
Who Should Attend:
- Cisco Unified Communications system channel partners and resellers
- Day 2 support personnel responsible advanced administration and support of the UCCE environment
Administering Unified Contact Center Enterprise with CVP Part 2 (AUCCE2) Course Prerequisites:
Before attending this course, you must have the following:
- Attendance of AUCCE Part 1 or equivalent real world experience is a requirement to attend this course
- Working knowledge of Unified Communications Manager and Voice Gateways would be really helpful
Administering Unified Contact Center Enterprise with CVP Part 2 (AUCCE2) Course Objectives:
After successfully attending this course, you will be able to:
- 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.
Administering Unified Contact Center Enterprise with CVP Part 2 (AUCCE2) Course Outline:
Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
- Introducing UCCE
- Unified CCE Architecture and Components
- UCCE Terms, Routing and Additional Components
- Accessing UCCE Tools
- Module 1 Labs:
- Lab 1: Review Labs
- Lab 2: Verify and Prepare the Lab Environment
- Lab 3: Explore and Verify Your Voice Gateway
- Lab 4: Explore and Verify CVP and ICM Servers
Module 2: CCE Configuration and Scripting Review
- Configuration Manager and Script Editor Review
- CTI Review
- Agent Skill Review
- Microapps and Media File Review
- Precision Routing Review
- Transfers and RONA Review
- Mobile Agents
- Module 2 Labs:
- Lab 1: Administering ICM Dialed Numbers and Call Types
- Lab 2: Media Files and Variables in ICM Scripts
- Lab 3: Basic IVR Scripting with MicroApps
- Lab 4: Configure ICM for Agent and Skill Group Functionality
- Lab 5: Configure UCM for Agent Functionality
- Lab 6: Install CTIOS Agent Desktop (optional)
- Lab 7: Scripting for Skill Groups and Queuing
- Lab 8: Configuring Precision Routing
- Lab 9: RONA
- Lab 10: Configure CTI Route Point for CCE Calls and Agent-Initiated Transfers (Optional)
- Lab 11: Configure Agent Transfers via Dialed Number Plan (Optional)
- Lab 12: Configure Calls Using SIP with Proxy (3XY2) (Optional)
Module 3: Implementing Business Rules
- Advanced Scripting and Routing
- ICM Scripting Variables, Expressions, Formulae and Functions
- Creating and Admin Script for Time of Day Routing
- Creating Feature Control Sets and Users
- Module 3 Labs:
- Lab 1: Administrative Scripts
- Lab 2: Feature Control Sets and Users
Module 4: CCE VXML Solution
- Basic VXML Functionality
- Installing and Configuring VXML solution
- Basic VXML – SQL Database Lookup
- Exploring Courtesy Callback
- Agent Greeting
- Module 4 Labs:
- Lab 1: VXML Server Configuration and Call Studio Installation
- Lab 2: Create and Deploy a Cisco Unified Call Studio Project
- Lab 3: Integrate VXML Applications with ICM Script
- Lab 4: SQL DB Lookup Functionality for VXML
- Lab 5: Courtesy Callback (CCB)
- Lab 6: Agent Greeting
Module 5: CCE Outbound
- Introduction to Outbound Option
- Configuring Outbound Option for Agent and IVR Campaigns
- Module 5 Labs: Basic Outbound Agent Campaign
Module 6: CCE Support considerations
- Supporting UCCE
- Diagnostic Framework Suite
- UCCE Support
- Tracking an Agent call through the Database
- Module 6 Labs:
- Lab 1: Using Troubleshooting Tools
- Lab 2: Track a call thru RCD/TCD Records
- Lab 3: Instructor Break/Fix
