Administering Cisco Unified Contact Center Enterprise Boot Camp
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1 Administering Cisco Unified Contact Center Enterprise Boot Camp AUCCE-BC v10.0; 5 days, Instructor-led Course Description The Administering Cisco Unified Contact Center Enterprise Bootcamp is a 5 day, extended hours (10 to 12 hours per day), instructor-led course for system engineers and customers who will be involved with configuration and support of a Cisco Unified CCE solution deployed in a Cisco Unified CVP comprehensive environment. AUCCE-BC v10.0 describes the requirements needed to configure, monitor, and support a Cisco Unified CCE deployment which will include these topics: agent configuration, CTIOS and Finesse desktops, scripting for Cisco Unified CCE, Cisco Unified CVP, and Voice XML, Administrative scripting, Skill Group and Precision Queue routing, External Database access, Courtesy Callback, Agent Greeting, Outbound Campaign Dialing, reporting, and troubleshooting tools. This class covers all topics represented in the AUCCE1 and AUCCE2 courseware. Course Objectives Upon completing this course, the learner will be able to meet these overall objectives: Identify the basic components and operations of the Cisco Unified CCE solution Understand basic configuration tools and create a simple script Perform the ICM configuration tasks required to support basic agent functionality Build and test a basic IVR script utilizing Cisco Unified CVP MicroApps Configure and script Cisco Unified CCE to support reporting requirements, skill group and precision queuing, ring-no-answer, transfers, time-of-day and day-of-week routing Deploy and integrate the Cisco Unified CVP VXML component for external database access, Courtesy Callback and Agent Greeting Understand requirements and configure Cisco Unified CCE for Outbound Campaign Dialing Understand basic concepts and generate reports using Cisco Unified Intelligence Center Describe Cisco Unified CCE support tools and call tracking
2 Audience The 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 Prerequisites The knowledge and skills that a learner must have before attending this course are as follows: 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 Course Outline Cisco Unified Contact Center Enterprise v10 Foundations Introducing UCCE Unified CCE Components and Architecture UCCE Terms, Routing and Additional Components Accessing UCCE Tools UCCE Configuration & Scripting Configuration Manager Script Editor Overview Scripting for CVP Unified CCE Inbound Agent Considerations CTI Options Overview Configuring ICM for Agent Functionality
3 Configuring UCM for Agent Functionality Scripting ICM for Agent Functionality Unified CCE IVR/VRU Functionality Media Files and Variables in ICM Scripts Basic IVR Scripting with Microapps Additional UCCE Considerations Configuring CCE for Monitoring and Reporting Configuring and using Precision Queues Transfers and RONA Review Mobile Agents 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 VXML Implementation Basic VXML Functionality Installing and Configuring VXML Basic VXML SQL Database Lookup Exploring Courtesy Callback Agent Greeting UCCE Outbound Option Outbound Option Configuring Outbound Option for Agent and IVR Campaigns Cisco Unified Intelligence Center Reporting Cisco Unified IC Overview Cisco CUIC Reporting CCE Support Considerations Supporting UCCE Diagnostic Framework Suite UCCE Support
4 Tracking an Agent Call Through the Database Lab Outline Lab 1-0: Setting up your VPN and SIP phone Lab 1-1: Configuring Cisco Unified Communications Manager Lab 1-2: Explore Your Voice Gateway (Ingress/VXML) Lab 1-3: Explore CVP and ICM Servers Lab 2-1: Tools and Utilities for Administering ICM Dialed Numbers and Call Types Lab 2-2: Prepare a Simple Script Lab 2-3: Use ICM Tools for ICM Scripts Lab 3-1: Configure ICM for Basic Agent and Skill Group Functionality Lab 3-2: Configure CUCM for Agent Functionality Lab 3-3: Install CTIOS Agent Desktop Lab 3-4: Testing Basic Skill Group functionality in an ICM Script Lab 4-1: Media Files and Variables in ICM Scripting Lab 4-2: Basic IVR Scripting with MicroApps Lab 5-1: Configure CCE for Monitoring and Reporting Lab 5-2: Configuring Precision Routing Lab 5-3: Configuring Ring No Answer (RONA) Lab 5-4: Implement Administrative Scripts Lab 5-5: CTI Route Point Initiated Calls Lab 5-6: Feature Control Sets and Users Lab 6-1: VXML Server Configuration and Call Studio Installation
5 Lab 6-2: Create and Deploy a Cisco Unified Call Studio Project Lab 6-3: Integrate VXML Applications with an ICM Script Lab 6-4: SQL DB Lookup Functionality for VXML Lab 6-5: Implement Cisco Courtesy Callback Lab 6-6: Agent Greeting Lab 7-1: Configure Outbound Agent Campaign SCCP Dialer Lab 8-1: CUIC Reports and Dashboards Lab 9-1: Using Troubleshooting Tools Lab 9-2: Track call thru RCD/TCD Records
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