HARTMANN software group

AUCCE 2 10.0: Administering Unified Contact Center Enterprise Part 2 Training

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Course Description

  
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.
Course Length: 5 Days
Course Tuition: $3490 (US)

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 donÂ?'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 donÂ?'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. Take the VFCC course, by example!

Course Outline

  

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations

  • Lesson 1: Introducing UCCE
  • Lesson 2: Unified CCE Architecture and Components
  • Lesson 3: UCCE Terms, Routing and Additional Components
  • Lesson 4: Accessing UCCE Tools

Module 2: CCE Configuration and Scripting Review

  • Lesson 1: Configuration Manager and Script Editor Review
  • Lesson 2: CTI Review
  • Lesson 3: Agent Skill Review
  • Lesson 4: Microapps and Media File Review
  • Lesson 5: Precision Routing Review
  • Lesson 6: Transfers and RONA Review
  • Lesson 7: Mobile Agents

Module 3: Implementing Business Rules

  • Lesson 1: Advanced Scripting and Routing
  • Lesson 2: ICM Scripting Variables, Expressions, Formulae and Functions
  • Lesson 3: Creating and Admin Script for Time of Day Routing
  • Lesson 4: Creating Feature Control Sets and Users

Module 4: CCE VXML Solution

  • Lesson 1: Basic VXML Functionality
  • Lesson 2: Installing and Configuring VXML solution
  • Lesson 3: Basic VXML – SQL Database Lookup
  • Lesson 4: Exploring Courtesy Callback
  • Lesson 5: Agent Greeting

Module 5: CCE Outbound

  • Lesson 1: Introduction to Outbound Option
  • Lesson 2: Configuring Outbound Option for Agent and IVR Campaigns

Module 6: CCE Support considerations

  • Lesson 1: Supporting UCCE
  • Lesson 2: Diagnostic Framework Suite
  • Lesson 3: UCCE Support
  • Lesson 4: Tracking an Agent call through the Database

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:åÊ 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.

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