UCCE-AA - Cisco Unified Contact Center Enterprise Advanced Administration v11.5 is a 5-day instructor-led course that prepares learners to implement more advanced functions and options in the Cisco Unified CCE environment. This course will provide the student a more comprehensive look at complex topics such as advanced routing techniques, Cisco Finesse Administration, using VoiceXML applications, accessing an external database, and translation routing.á
This course will also provide students with the capability of implementing Cisco Options such as the Cisco Outbound Option, Courtesy Callback, and Agent Greetings and Whisper announcements.á
Finally, the student will learn about advanced reporting topics such as advanced administration, importing reports, and custom reporting.
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 Designs
- 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
- Compatibility
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
- Cisco Unified CVP Functional Deployment Models
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. Implementing Business Rules
Lesson 1: Advanced Scripting and Routing
- Importing and Exporting ICM Scripts
- Script Explorer
- Script Locks
- Select Customer
- Find Node ID
- Script Real-time
- Script Queue Real-Time
- Reporting
- Area Code Routing
- Route Select Node
- Congestion Control
- Supervisor/Emergency Assistance Scripting
Lesson 2: ICM Scripting Variables, Expressions, Formulas, and Functions
- Review ICM Variables
- Formula Editor
- Built-In Functions
- Custom Functions
Lesson 3: Silent Monitoring and Recording
- Network-Based Recording
- Phone-Based Recording
Lesson 4: Advanced CVP Configurations
- Configuring CVP Components
- CVP Outbound Messaging
- Uploading Scripts and Media
Module 3. Using Finesse Administration
Lesson 1: Finesse Overview
- Define Finesse
- Finesse Architecture
- Finesse Gadgets
Lesson 2: Finesse Administration
- The Administration Interface
- Agent Request APIs
- Settings
- Call Variables Layouts
- Desktop Layout
- Phone Books
- Reasons
- Team Resources
- Workflows
Lesson 3: Finesse IP Phone Agent
- Define IP Phone Agent
- Configuring IP Phone Agent
Module 4. Using CVP VoiceXML Applications
Lesson 1: Basic VoiceXML Functionality
- Describe VoiceXML Applications
- Configuring for VoiceXML
Lesson 2: Using Call Studio
- Describe the Call Studio Environment
- Describe Elements and How to Configure Them
- Using Tag Substitution
- Starting a New Project
- Importing an Existing Project
- Validating and Saving a Project
- Deploying a Project as an Application
- Admin and Project Batch Files
Lesson 3: ICM Scripting for VoiceXML Applications
- Invoking a VoiceXML Application
- ECC Variable Settings for VoiceXML Applications
- Passing Information To/From a VoiceXML Application
Lesson 4: Accessing an External Database
- Overview of Database Access
- Adding a JDBC Driver
- Configuring the JNDI Context Information
- Using the Database Element in Call Studio
- Returning the Information to ICM
Module 5. Translation Routing
Lesson 1: Traditional Translation Routing
- Translation Routing Concepts
- Translation Routing Requirements
- Translation Routing Call Flow
Lesson 2: Translation Routing to CVP
- Translation Routing Requirements
- Translation Routing Call Flow
- Translation Routing Configurations
Module 6. Configuring Cisco Unified CCE Options
Lesson 1: Cisco Outbound Option
- Define Outbound Option
- Outbound Components
- Configuring an Agent-Based Campaign
- Configuring an IVR-Based Campaign
Lesson 2: Courtesy Callback
- Define Courtesy Callback
- Components of Courtesy Callback
- Call Flow
- Courtesy Callback Configurations
- ICM Scripting for Courtesy Callback
Lesson 3: Agent Greeting/Whisper Announcements
- Define Agent Greeting and Whisper Announcements
- Creating Agent Greetings
- Creating Whisper Announcements
- Invoking Agent Greeting/Whisper Announcements
Lesson 4: Mobile Agent
- Describe Mobile Agent
- Mobile Agent Call Modes
- Mobile Agent Requirements
- Mobile Agent Configurations
Module 7. CUIC Reporting for the Advanced User
Lesson 1: CUIC Overview
Lesson 2: CUIC Administration
- User Management
- Device Management
- Control Center
- Report Scheduler Email Settings
- CCE User Integration
Lesson 3: Importing and Using CVP Reports
- Find and Import CVP Stock Reports
- Run CVP Stock Reports
- Setting Up Gateway and Trunk Group Reporting
Lesson 4: Custom Reporting
- Custom Reporting Requirements and Key Concepts
- Using Value Lists and Collections
- Understanding Report Definitions
- Creating a Report Definition
- Creating a New Report
- Call Detail Reporting