Description
The Course Name: AUCCE2 – Administering Cisco Unified Contact Center Enterprise, Part 2
The Duration: 5 Days
The Overview:
The purpose of this course is to teach participants 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.
What You Will Learn:
- How to identify the basic components and operations of the Unified CCE solution.
- How to configure and script a basic UCCE CVP deployment.
- How to implement business rules as they apply to scripting and routing in Unified CM.
- How to install a basic CCE VXML Solution
- How to install, configure and run a CCE Outbound Option Campaign.
- How to describe how to support CCE.
The Course Index:
- Course Introduction
- Cisco Unified Contact Center Enterprise
- Introducing UCCE
- Unified CCE Architecture and Components
- UCCE Terms, Routing and Additional Components
- Accessing UCCE Tools
- 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
- 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
- CCE VXML Solution
- Basic VXML Functionality
- Installing and Configuring VXML Solution
- Basic VXML SQL Database Lookup
- Exploring Courtesy Callback
- Agent Greeting
- UCCE Outbound Option
- Outbound Option
- Configuring Outbound Option for Agent and IVR Campaigns
- CCE Support Considerations
- Supporting UCCE
- Diagnostic Framework Suite
- UCCE Support
- Tracking an Agent Call Through the Database
Labs:
Lab 1: Setting Up Your VPN and SIP Phone
Lab 2: Configuring Cisco Unified Communications Manager
Lab 3: Explore Your Voice Gateway (Ingress/VXML)
Lab 4: Explore CVP and ICM Servers
Lab 5: Tools and Utilities for Administering ICM Dialed Numbers and Call Types
Lab 6: Configure ICM for Basic Agent and Skill Group Functionality
Lab 7: Install CTIOS Agent Desktop
Lab 8: Testing Basic Skill Group Functionality in an ICM Script
Lab 9: Media Files and Variables in ICM Scripting
Lab 10: Basic IVR Scripting with MicroApps
Lab 11: Configure CCE for Monitoring and Reporting
Lab 12: Configuring Precision Routing
Lab 13: Configuring Ring No Answer (RONA)
Lab 14: CTI Route Point Initiated Calls
Lab 15: Configure Agent Transfers via Unified CCE DN Plan
Lab 16: Implement Administrative Script
Lab 17: Feature Control Sets and Users
Lab 18: VXML Server Configuration and Call Studio Installation
Lab 19: Create and Deploy a Cisco Unified Call Studio Project
Lab 20: Integrate VXML Applications with an ICM Script
Lab 21: SQL DB Lookup Functionality for VXML
Lab 22: Implement Cisco Courtesy Callback
Lab 23: Agent Greeting
Lab 24: Configure Outbound Agent Campaign SCCP Dialer
Lab 25: Using Troubleshooting Tools
Lab 26: Track Call through RCD/TCD Records
Lab 27: Instructor Break/Fix Lab