Course Description
Module 1 Cisco Unified Contact Center Enterprise Overview
Lesson 1: Presenting Cisco Unified Contact Center Enterprise
Cisco Unified CCE Solutions
New/Deprecated Features and Enhancements
Cisco Unified CCE Reference Design Specifications
Cisco Unified CCE Core Components
Optional Cisco Components
Optional Third-Party Components
Cisco Unified CCE Solution Integrated Features
Solution Administration
Lesson 2: Cisco Unified CCE Core Components
Cisco Unified Communications Manager
- Cisco Unified CM Cluster Nodes
- Cisco Unified CM Database Architecture
- Intracluster Communications
- Call Processing Subscriber Redundancy
- CTI Manager Service
- Partitions and Calling Search Spaces
- Basic Call Handling
- Agent Phones
Cisco Unified CCE/ICM
- Definitions
- Traditional ICM
- Traditional ICM Deployment Models
- ICM Components
- ICM Databases
- ICM Terms
Cisco Unified CVP
- Cisco Unified CVP Product Components
- Additional Components
Lesson 3: Cisco Unified CCE Options
Optional Cisco Unified CCE Components
Cisco Unified CCE Third-Party Components
Cisco Unified CCE Integrated Features
Solution Administration
Lesson 4: Basic Call Flow Models
Call Flow Types
Traditional ICM Pre-route
Traditional ICM Post-route
Cisco Unified CCE Call Flow
Traditional ICM Translation Routing
Translation Route to VRU
Module 2: Basic ACD Configurations
Lesson 1: Configuring Cisco Unified Communications Manager
Cisco IP Phones
CTI Route Points
Trunks
Route Groups, Route Lists, and Route Patterns
Application User Accounts
Lesson 2: Configuring Cisco Unified CVP
Functional Overview
Basic CVP Configurations
Basic CVP Integration Requirements
Lesson 3: Configuring Cisco Unified CCE
Define Administration Tools
Configuration Manager
ACD Configurations
Lesson 4: Using Cisco Finesse
Introduction to Cisco Finesse
Using Finesse Agent and Supervisor Desktops
Lesson 5: Using Cisco Unified CCE Script Editor
Script Editor Basics
Creating, saving, and validating an ICM script
Testing an ICM script
Module 3: Configuring Cisco Unified CVP for IVR Functionality
Lesson 1: Basic IVR Configurations
Media File Types
Media File Storage Locations
ICM Call Variables
CVP Micro-Applications
Configure Network VRU Script Definitions for CVP Micro-Apps
System-level ICM Configurations Supporting Cisco Unified CVP
Lesson 2: Basic IVR Scripting using CVP Micro-Applications
Using the Send to VRU Script Node
ICM Scripting for IVR Activity
Validate, Save, Schedule, and Test Script
Module 4: Extended Functions
Lesson 1: ICM User Accounts and Feature Control Sets
Define Feature Control Sets
Define ICM User Accounts
Using the Quick Edit Mode
Use Feature Control Sets to Limit User Access
Install and Use the Internet Script Editor
Lesson 2: Using ICM Utilities
Script Explorer
Enabled Scripts
Call Type Associations
Script Reference
Importing and Exporting ICM Scripts
Deleting Objects from the ICM Database
Renaming Objects in the ICM Database
Using Default Labels
Lesson 3: Understanding ICM Variables
Define Variables
Categories of ICM Variables
Using ICM Variables
Lesson 4: Precision Routing
Define Precision Routing
Compare Skill Group vs PQ Routing
Defining the Agent with Attributes
Defining Callers Requirements with PQ’s
Using PQ’s in an ICM Script
Lesson 5: Routing Calls from Cisco Unified CM
Understanding Routing Calls Originating from CUCM
Understanding Routing Calls Transferred by an Agent
Lesson 6: Ring-No-Answer Routing
Understanding Routing for Ring-No-Answer Conditions
Method 1: Using Agent Desk Settings
Method 2: Using Agent Desk Settings and CVP Patterns for RNA Timeout
Lesson 7: ICM Administrative Scripting
Define Admin Scripts
Define Admin Script Usage
Module 5: Cisco Unified CCE Reporting
Lesson 1: Introducing Cisco Unified Intelligence Center
Basic Attributes of CUIC
Browser-based Reporting
Deployment Models
CUIC Terms
CUIC Licensing
CUIC Navigation Drawers
Security Administration
Real-time vs Historical Reports
Using Permalinks
Lesson 2: Running and Modifying CUIC Reports
Stock Report Templates
Filtering and Running Stock Reports
Modifying a Stock Report
Scheduling a Report
Lesson 3: Creating CUIC Reports and Dashboards
Create a Report
Create a Dashboard
You Will Learn How 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.
Who Should AttendThe primary audience for this course is as follows:
- The target audience for this course is channel partners and field support personnel who are responsible for sales, implementation or administration of a Cisco Unified Contact Center and VRU implementation in customer enterprise networks, specifically individuals filling these roles.
- Day 1 and Day 2 support personnel.
The secondary audience for this course is as follows:
- Managers overseeing UCCE deployments
Truly Hands-On Experience:Test
Important Course Information
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Requirements
- Basic knowledge of Microsoft software such as, Windows Active Directory, Windows Server, SQL Server and other Microsoft client operating systems is helpful but not required
- Basic knowledge of Cisco networking components such as routers and switches is helpful but not required
- Working knowledge of Unified Communications Manager and Voice Gateways
- Basic understanding of contact center operations
- To participate in the hands-on labs in this class, you need to bring a laptop computer with the following:
- Windows 7 or 8.1 or 10 is recommended. Mac OSX 10.6 or greater is supported as well.
- Intel Celeron or better processors are preferred.
- 1 GB or more of RAM
- Browser Requirements: Internet Explorer 10 or greater or Mozilla Firefox. (Safari and Mozilla Firefox for Mac OSX)
Note: Our labs currently cannot run on Microsoft Edge (Windows 10) due to it not supporting Extensions/Add-ons or Google Chrome due to Java being removed from the platform itself.
- All students are required to have administrator rights to their PCs and cannot be logged in to a domain using any Group Policies that will limit their machine's capabilities.
- If you do not have administrator rights to your PC, you at least need permissions to download, install, and run Cisco Any Connect Client and Java.
- If you are participating in a WebEx event, it is highly recommended to take this class at a location that has bandwidth speeds at a minimum of 1 Mbps bandwidth speeds.
- All PCs require the latest Java Runtime Environment, which can be downloaded from www.java.com.
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Redeem Your Cisco Learning Credits (CLCs)
Exam Entry CriteriaAdministering Cisco Unified Contact Center Enterprise, Part 1 (AUCCE1) 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 a UCCE 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.
Cancellation Policy:
If a customer would like to cancel or transfer their course, they must notify Learning Tree prior to two weeks before the start date of the course or within seven days of registration. If a customer transfers to another course prior to two weeks before the start date or within seven days of registration of the course in which originally enrolled, 100% of any prepaid course tuition will be applied toward the course tuition for the subsequent course. If a customer needs to cancel an enrollment two weeks prior to the start of the class or within seven days of registration, we will refund 100% of any prepaid course tuition for that enrollment. If a customer does need to transfer or cancel a course within two weeks of the start date of the course or after seven days from the date of registration, a fee equal to 50% of the price of the course will be assessed for any standard attendances.
Audience
The primary audience for this course is as follows:_x000d_
_x000d_
The target audience for this course is channel partners and field support personnel who are responsible for sales, implementation or administration of a Cisco Unified Contact Center and VRU implementation in customer enterprise networks, specifically individuals filling these roles._x000d_
Day 1 and Day 2 support personnel._x000d_
_x000d_
_x000d_
The secondary audience for this course is as follows:_x000d_
_x000d_
Managers overseeing UCCE deployments_x000d_