Description

Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2) v2.0 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 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. 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.
  • 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.

Outline

The AUCCE2 v2.0 course contains the following components:
  • Cisco Unified Contact Center Enterprise v10 Foundations
    • Introducing UCCE
    • Unified CCE Architecture and Components
    • UCCE Terms, Routing and Additional Components
    • Accessing UCCE Tools
    • Lab: Check Out the Lab Environment
    • Lab: Explore Voice Gateway
    • Lab: Explore CVP and ICM Servers
  • 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
    • Lab: Administering ICM Dialed Numbers and Call Types
    • Lab: Media Files and Variables in ICM Scripts
    • Lab: Basic IVR Scripting with MicroApps
    • Lab: Configure ICM for Agent and Skill Group Functionality
    • Lab: Configure UCM for Agent Functionality
    • Lab: Install CTIOS Agent Desktop (Optional)
    • Lab: Scripting for Skill Groups and Queuing
    • Lab: Configuring Precision Routing
    • Lab: RONA
    • Lab: CTI Route Points for UCCE Calls and Transfers
    • Lab: Configure Agent Transfers via Dialed Number Plan
    • Lab: Configure Calls Using SIP with Proxy (3XY2): (Optional)
  • Implementing Business Rules
    • Advanced Scripting and Routing
    • ICM Scripting Variables, Expressions, Formulas and Functions
    • Creating an Administrative Script for Time of Day Routing
    • Creating Feature Control Sets and Users
    • Silent Monitoring and Recording
    • Lab: Administrative Scripts
    • Lab: Feature Control Sets and Users
  • CCE VXML Solution
    • Basic VXML Functionality
    • Installing and Configuring VXML Solution
    • Basic VXML SQL Database Lookup
    • Exploring Courtesy Callback
    • Agent Greeting
    • 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
    • Lab: SQL DB Lookup Functionality for VXML
    • Lab: Courtesy Callback (CCB)
    • Lab: Agent Greeting
  • UCCE Outbound Option
    • Outbound Option
    • Configuring Outbound Option for Agent and IVR Campaigns
    • Lab: Basic Outbound Agent Campaign (SIP Dialer)
    • Lab: IVR Campaign (Challenge Lab)
  • CCE Support Considerations
    • Supporting UCCE
    • Diagnostic Framework Suite
    • UCCE Support
    • Tracking an Agent Call Through the Database
    • Lab: Using Troubleshooting Tools
    • Lab: Track a call thru RCD/TCD Records
    • Lab: Instructor Break/Fix Lab

Prerequisite Knowledge

The knowledge and skills that a learner must 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.
  • Working knowledge of Unified Communications Manager and Voice Gateways would be very helpful.