Description

The Administering Cisco Unified Contact Center Enterprise, Part 1 (AUCCE1) v2.0 is a 5 day instructor-led course presented by training partners to system engineers and customers who will be involved with “Day 2” support of the Cisco Unified Contact Center Enterprise solution deployed in a CVP comprehensive environment. This course describes 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 is also recommended as preparation for the Cisco Unified Contact Center Enterprise Specialist exam.

Objectives

After finishing this course, you will be able to:
  • Identify the basic components and operations of the Unified CCE solution.
  • Configure and script a basic UCCE CVP deployment.
  • Perform the ICM configuration tasks required to support basic agent functionality.
  • Build and test a basic ICM script utilizing microapps.
  • Configure and script UCCE to support reporting requirements, precision queuing and RONA.
  • Deploy the CVP VXML component in a Unified CCE solution successfully.
  • Generate basic reports using Cisco Unified IC.

Outline

The AUCCE1 v2.0 course contains the following components:
  • Cisco Unified Contact Center Enterprise v10 Foundations
    • Introducing UCCE
    • Unified CCE Components and Architecture
    • UCCE Terms, Routing and Additional Components
    • Accessing UCCE Tools
    • Lab: Check Out the Lab Environment
    • Lab: Explore the Voice Gateway
    • Lab: Explore CVP and ICM Servers
  • UCCE Configuration and Scripting
    • Configuration Manager
    • Script Editor Overview
    • Scripting for CVP
    • Lab: Tools and Utilities for Administering ICM Dialed Numbers and Call Types
    • Lab: Prepare a Simple Label Script
    • Lab: Using ICM Tools for ICM Scripts
  • Unified CCE Inbound Agent Considerations
    • CTI Options Overview
    • Configuring ICM for Agent Functionality
    • Configuring UCM for Agent Functionality
    • Scripting ICM for Agent Functionality
    • Lab: Configure ICM for Agent Functionality (Nothing Fancy Yet)
    • Lab: Configure UCM for Agent Functionality
    • Lab: Install Agent/Supervisor Desktop (CTI OS) and Test Login
    • Lab: Basic Skill Group Functionality in an ICM Script
  • Unified CCE IVR/VRU Functionality
    • Basic IVR Scripting with Microapps
    • ICM Microapps
    • Cisco Unified ICM Enterprise Scripting Using Microapplications
    • Lab: Media Files and Variables in ICM Scripts
    • Lab: Basic IVR Scripting with MicroApps
  • Additional UCCE Considerations
    • ICM Considerations for Reporting and Monitoring
    • Precision Routing
    • RONA
    • Lab: Configuring CCE for Monitoring and Reporting
    • Lab: Configuring and using Precision Queues
    • Lab: RONA
    • Lab: Implement Administrative Scripts
    • Lab: Configure Calls Using SIP with Proxy (3XY2): (Optional)
    • Lab: CTI Route Points for UCCE Calls and Transfers:
    • Lab: CCMP
  • VXML Implementation
    • Basic VXML Functionality
    • Installing and Configuring VXML
    • Lab: VXML Server Configuration and Call Studio Installation
    • Lab: Create and Deploy a Cisco Unified Call Studio Project
    • Lab: Integrate VXML Applications with ICM Script
  • Cisco Unified Intelligence Center Reporting
    • Cisco Unified IC Overview
    • Cisco CUIC Reporting
    • Lab: More CUIC Reports

Prerequisite Knowledge

The knowledge and skills that a learner must 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: content from the VFCC course
  • Basic understanding of contact center operations