Administering Cisco Unified Contact Center Enterprise for CVP Environments (ACCE-CVP)

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1 Administering Cisco Unified Contact Center Enterprise for CVP Environments (ACCE-CVP) Course Overview: Administering Cisco Unified Contact Center Enterprise for CVP Environments (ACCE-CVP) is an instructorled course presented exclusively by to system engineers and customers who will be involved with day-to-day interaction with the Cisco Unified Contact Center Enterprise (CCE) product deployed in a CVP environment. This course will give you an understanding of the Unified CCE from a Day 2 -Add/Move/Change perspective. We will accomplish this by performing basic and advanced UCCE administration and troubleshooting tasks that users will encounter in real world deployments. This course will also prepare students as a pre-requisite for the CVPI or DBUCCE-CVP courses, which both assume that the student is already familiar with the basic operation of Unified CCE (ICM). This is not always the case, and this course will serve as a stepping stone for further UCCE educational endeavors. This course is based on CCE version 9.X software, and (together with DBUCCE/CVP) replaces the previously known ICM Bootcamp and UCCE/ICM with CVP courses. If you run an older version of CCE, you will still benefit from this course and its content. If CVP doesn t sound familiar to you, but IP-IVR does, refer to SLI s IP-IVR version of this course AUCCE. AUCCE and DUCCE are IP-IVR based courses, while ACCE-CVP and DBUCCE-CVP are CVP based courses. Why you won t find this course anywhere else, and why you want to take it with SLI ACCE-CVP is a custom Sunset-developed course which combines the most appropriate material from AUCCE and CVPI course content. Why did SLI build this course? AUCCE as it relates to administrating CCE is the appropriate course for you if you have an IP IVR environment/implementation. The reality is that today many organizations are implementing a CVP environment, which is not covered by the standard Cisco AUCCE course. The Cisco CVPI course is a very good course as well, but is intended for Integration Partners, and the assumption in the CVPI course is that you already know how to administer CCE. The bottom line is that SLI felt there was a need for a course aimed at customers and partners interested in Administering CCE in a CVP environment which would not require our customers to take two (2) full weeks of classroom training. Our vendor relationship with Cisco allows us to combine the best of both courses into applicable content, delivered in a 1 week format. This saves you time, money and is put together in a way that is most appropriate for the target audience. If you want to know how to Administer CCE with CVP, this is the course for you. If your tasks are generally more oriented toward building and implementation of CCE in a CVP environment, you should check out our other custom course DBUCCE-CVP.

2 How to determine which course to take The question of Which course is right for me comes up often in the CCE world. The DBUCCE course is Deployment oriented, meaning you will be spending more time in class installing the components of CCE and CVP, with less time administering the solution. The ACCE-CVP class is an Administrative class, meaning you ll spend more time administering the solution and less time installing software. In an ideal world, you would take both classes to get a full understanding from both perspectives. If you are the new administrator of your CCE environment and you can only take 1 week of training, we d recommend the ACCE-CVP course, as it speaks most to the daily Adds/Moves/Changes required within the solution. On the other hand, if you need to know how CCE works within the network and troubleshoot it when it s broken, we d recommend the DBUCCE course. If you are just entering the world of CCE, but you have some prior Legacy (Avaya, Nortel, Aspect, etc) experience, we recommend that you take the ACCE-CVP course as your first course. Here s why: To become a true CCE expert, you have to be an expert in all kinds of technologies, including Route/Switch technologies, Unified Communication Manager (UCM), Voice Gateways, ICM, CVP, etc. At SLI we offer distinct and separate classes for all of these technologies on an individual basis. However, a UCM course by itself does not speak to how UCM is used in the Contact Center environment. Taking ACCE-CVP as your introduction to CCE may initially seem overwhelming, however it will provide you with the big picture of the entire solution that is essential to setting a baseline to growing skills in this area. Taking ACCE-CVP as an introduction to CCE will better enable you to grasp what is important to your solution in the individual classes you take as follow on courses by providing this big picture, as well as helping to identify where additional knowledge skills are needed with regards to future training. Recent Course Enhancements: Latest course enhancements: updated labs used to v9.x, added additional troubleshooting materials, and included an outbound option lab which address the latest SIP version. Who will benefit from this course? The primary audience for this course is as follows: Day 2 support personnel (Partners and Customers) who are responsible for the daily operation of the CCE environment deployed with CVP The secondary audience for this course is as follows: Cisco Unified Communications system channel partners and resellers Prerequisites: The knowledge and skills that a learner should have before attending this course are as follows: Working knowledge of basic networking and components (router, switch, NIC) Working knowledge of Microsoft Windows Server 2003 deployed within an Active Directory environment

3 Sunset Learning Differentiators: World Class Instruction Team o All instructors hold Certified Cisco Systems Instructor (CCSI) certification. o All instructors have a four-year technical degree or equivalent work experience. o All instructors have a minimum of either four years teaching technical networking classes or five years consulting experience. Enhanced Learning Experience o The goal of our instructors during class is ensure students understand the material, guide them through our up to date labs and encourage questions and interactive discussions. Enjoyment of the learning process is a primary objective for Sunset Learning instructors. High Quality Real World Lab Environments o Course offerings include real-time access to labs with the latest Cisco equipment o Result is real world experiences to help students prepare for actual networking environments. o Hands on experience aids in Cisco exam preparation. Outstanding Customer Service o Dedicated program manager o Quality instruction team o Creatively designed curriculum to meet your specific needs o Delivery at your location or ours Related Courses: DBUCCE-CVP CVPI Course Objectives: Upon completing this course, the learner will be able to meet these overall objectives: Demonstrate an overall understanding of the Cisco Unified CCE v9.0 system, processes, and its environment. Administer a Cisco Unified CCE system as deployed with Unified CVP, including CTI functionality used with Unified Communications Manager. Create routing options using ICM MicroApps for scripting. Create routing options by using the External VXML solution for scripting. Demonstrate proficiency with regular CTI tasks of adding agents/skill(s)/phones to the UCCE environment. Create contingencies within scripting via ICM Admin Scripts. Demonstrate proficiency with various utilities within the UCCE solution for troubleshooting and support of the environment. Understand the CUIC component architecture of UCCE Reporting

4 Course Outline: Module 1: Cisco Unified Contact Center Enterprise Product Overview Lesson 1: Presenting Cisco Unified Contact Center Enterprise Cisco Unified Contact Center Enterprise Cisco Unified Contact Center Enterprise Options Benefits of Cisco Unified Contact Center Enterprise PPDIOO Lesson 2: Call Routing Options Carrier-Based Routing Private Network Routing Carrier-Based Routing with Cisco Unified CCE Benefits of Routing with Cisco Unified CCE Lesson 3: Components of Cisco Unified Contact Center Enterprise ICM Components ICM Terms ICM Databases Lesson 4: Cisco Unified Customer Voice Portal Defining Cisco Unified CVP Components of Cisco Unified CVP Cisco Unified CVP Call Flows Module 2: Cisco Unified CVP Comprehensive Basic Configuration Lesson 1: Examining Cisco Unified CVP Comprehensive Cisco Unified CVP Comprehensive Call Flow Steps for Installing and Configuring Cisco Unified Overview CVP Comprehensive Lesson 2: Upgrading, Installing, and Configuring Cisco Unified CVP Software Cisco Unified CVP Installation Overview Configuration Cisco Unified CVP System Management Cisco Unified CVP Licensing Initial Cisco Unified CVP Call Server Setup and Cisco Unified CVP Upgrades Lesson 3: Configuring Cisco IOS Gateways for Cisco Unified CVP (SIP and H.323) Gateway Overview Configuring and monitoring Cisco IOS Gateways via Gateway Signaling Fundamentals the Ops Console Configuring SIP Configuring H.323 Lesson 4: Configuring Cisco Unified ICM Enterprise for Cisco Unified CVP Overview of the Cisco Unified ICM Enterprise Configuring Cisco Unified ICM Enterprise Configuration Tasks Network VRU Types Lesson 5: Creating and Using Cisco Unified CCE Variables Define ICM Variables Expanded Call Variables Peripheral Variables User Variables

5 Module 3: Cisco Unified ICM Enterprise Scripting to Support Unified CVP Lesson 1: Introducing Scripting General Scripting Concepts Cisco Unified CVP Script Editors Describing ICM Script Editor Working with ICM Script Editor Testing a Script Scripting Overview Media Server Files Finding Objects and Their Associations Exporting and Importing Scripts Renaming and Deleting Objects Default Labels Lesson 2: Implementing Cisco Unified ICM Enterprise Scripting Micro-applications Play Media Menu Play Data Get Speech Get Digits Capture Lesson 3: Configuring Cisco Unified ICM Enterprise Scripting Using Micro-applications Advanced Speech Scripting Using ASR/TTS Building a Cisco Unified CVP Script Module 4: CTI (Agent) functionality in the CCE Environment Lesson 1: Integrating Cisco Unified Communications Manager Defining Cisco Unified Communications Manager Integrating Cisco Unified Communications Manager Cisco Unified Communications Manager Configuration Lesson 2: Agent Desktop Options Defining Cisco CTI Defining CTI OS Toolkit Defining Cisco Agent Desktop Defining CRM Connectors Lesson 3: Enabling Transfers and Reroute on No Answer Cisco Unified CVP Transfers Reroute on No Answer Lesson 4: Adding Multiple Skill Groups Using the CED Script Node Using the Formula Editor Using the Route Select Script Node Module 5: Cisco Unified CVP VXML Overview Lesson 1: Exploring VXML What Is VXML? Cisco Unified CVP VXML Solution Lesson 2: Installing and Configuring VXML Cisco Unified CVP VXML Server Configuration Cisco Unified Call Studio Project Configuration Project Deployment Server Maintenance Tasks Cisco Unified ICM Enterprise Scripting for External VXML

6 Module 6: Extended CCE Functions Authorized Training That Optimizes Your Network Lesson 1: Creating Feature Control Sets and Users Feature Control Sets and Users Internet Script Editor User Permissions Lesson 2: Understanding Administrative Scripts Defining Administrative Scripts Creating User Variables Creating an Administrative Script Module 7: Cisco Unified Intelligence Center Lesson 1: Cisco Unified IC Overview Cisco Unified IC Benefits and Features Cisco Unified IC Deployment Models Lesson 2: Cisco Unified IC Reporting Accessing Reporting Data Cisco Unified CCE Stock Reports Additional Features Cisco Unified CVP Stock Reports Running Cisco Unified IC Reports Lab Outline Lab 1-1: Checking Out the Dial Plan Lab 1-2: Exploring Your Voice Gateway (Router) Lab 1-3: Exploring ICM and CVP Servers Lab 2-1A: Installing and Configuring Cisco Unified CVP Lab 2-1B Installing an Administrative Client (CAW) and VRU PG Lab 2-2: Configuring Cisco IOS Software for Cisco Unified CVP Lab 2-3: Configuring Cisco Unified ICM Enterprise Components for Cisco Unified CVP Lab 2-4: Preparing a Simple Script Lab 2-5: Using Tools to Observe your Script Lab 3-1: Creating Cisco Unified ICM Enterprise Scripting for Cisco Unified CVP Lab 3-2: Configuring Calls Using SIP with Proxy Lab 3-3: Configuring Direct Calls into Cisco Unified CVP Lab 3-4: Configuring Subsequent Transfers via Cisco Unified ICM Enterprise DN Plan Lab 4-1: Installing Cisco Unified Call Studio Lab 4-2: Creating and Deploying a Cisco Unified Call Studio Project Lab 4-3: Integrating VXML Applications with Cisco Unified ICM Enterprise Lab 4-4: Implementing Administrative Scripts Lab 4-5: Implementing ASR/TTS (Optional) Lab 5-1: Backing Up the Reporting Server Lab 6-1: Troubleshooting Cisco Unified CVP