Instructor-led training

AUCCE 2 10.0: Administering Unified Contact Center Enterprise Part 2

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What you'll learn

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.

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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