Course Overview Cisco Unified Intelligence Center 8.0.4 is a comprehensive, end-to-end reporting solution, designed to simplify the task of creating and modifying reports. It also can manage disparate data sources and, at the same time, to present a consistent user interface and a common tool to access varied data across multiple Cisco product families. Who Should Attend The knowledge and skills that a learner should have before attending this course are as follows: A working knowledge of Cisco Unified Contact Center Enterprise is desirable; a working knowledge of contact center operations is desirable. Course Objectives Upon completing this course, the learner will be able to meet these overall objectives: Provide a comprehensive overview of Cisco Unified Intelligence Center Describe reporting concepts and capabilities and features of Cisco Unified Intelligence Center reports Provide a detailed description and labs of how to modify reports from normal data sources (Cisco Unified CCE and Cisco Unified CVP) by customizing reports using various methods. (i.e. creating thresholds, show/hide columns, charts and more) Provide a detailed description and labs of how to create custom reports from normal data sources (Cisco Unified CCE and Cisco Unified CVP) as well as new data sources. Demonstrate how to install, administer, and provide security for the Cisco Unified Intelligence Center solution Course Outline 1 Introducing Cisco Unified Intelligence Center Cisco Unified Intelligence Center Primary Goal Cisco Unified Intelligence Center Deployment Models High-Level Architecture Personalizing Reports Operation, Administration, Maintenance, Provisioning Using Cisco Unified Intelligence Center Working with Stock Reports Dashboards 2 Managing Users and Security in Cisco Unified Intelligence Center Security Model: Authentication User Security Predefined Cisco Unified Intelligence Center Objects Permissions for Objects Adding a User Adding a User Group Log In the New Users Security Use Cases Best Practices for User Security View Course Dates & Register Today This is a 4-day class Page 1
3 Running Cisco Unified Intelligence Center Reports Real-Time vs. Historical Reports Stock Reporting Templates: Unified CCE Review: Cisco Unified Intelligence Center Deployed with Unified CCE Set Up Unified CCE as a Data Source Run a Unified CCE Stock Report Available Stock Reports: Unified CVP Review: Cisco Unified Intelligence Center Deployed with Cisco Unified CVP Unified CVP Stock Report outputwhat Is a Permalink? Report Permalinks Dashboard PermalinksHow Reports Can Be Modified Creating a Copy of a Stock Report Modifying the New Report 4 Creating a New Cisco Unified Intelligence Center Report Knowing Your Data Source Reporting in a Multichannel Environment Creating a New Report Creating a Dashboard 5 Understanding Cisco Unified Intelligence Center Deployment Considerations Skillsets needed for the Advanced User Deployment Models Unified CCE Databases and Data Type Availability What Can Affect the Size of the Solution? Member Nodes Database Replication: Multiple Nodes Operation, Administration, Maintenance, Provisioning Command-Line Interface Additional Considerations Page 2
6 Cisco Unified Intelligence Center Security and License Types Licensing Sizing Tool Licensing Compared to Feature Sets Feature Sets Compared Reporting: Template Modification Report and Report Definitions Report Definitions Value Lists and Collections Before You Install Cisco Unified Intelligence Center Understanding the Deployment Model Prerequisites and Important Considerations Installation Wizard Navigation Installation Process Logging into Cisco Unified Intelligence Center Applying the License File Verifying that the File Has Been Applied Define a New Member Node Confirm the New Member 7 Managing Cisco Unified Intelligence Center Components Cisco Unified Intelligence Center Controller About the Administration Console Administration Console Overview Using the OAMP Administrator Console Administration ConsoleDrawers About Cisco Unified Intelligence Center Super User Roles Super User Role About Devices Device Configuration Device ManagementLogging and Tracing Cluster Configuration Drawer Cluster ConfigurationLicense Management Cluster ConfigurationActive Directory Cluster ConfigurationCisco Unified CCE User Synchronization Setting Up Cisco Unified CCE User Integration Network Management Drawer Cluster ConfigurationReport Scheduler Email Settings Tab Tools Drawer: RTMT Cisco Unified Intelligence Center Security Cisco Unified Communications Solutions Tools from Cisco Unified Intelligence Center Cisco Unified Serviceability Cisco Unified OS Administration Disaster Recovery System Page 3
8 Understanding Cisco Unified Intelligence Center Administration Administration User Management Add a New Super User Configure User Accessing Online Help Help File Contents User Credentials User Security Policy Managing Devices Control Center Report Scheduler Email Settings Cisco Unified CCE User Integration 9 Using CUIC Value Lists and Collections What Are Value Lists and Collections? Administering Value Lists and Collections Creating a Value List A Populated Value List Associate a Value List with a Report: Database Query Cisco Unified Intelligence Center Query Types Associate a Value List with a Report: Anonymous Block or Stored Procedure Create a Collection Collection Types Management and Security Value List Security Collection Security 10 Cisco Unified Intelligence Center Custom Reporting WebView vs. Cisco Unified Intelligence Center Cisco Unified Intelligence Center Deployed with Unified CCE Characteristics of Unified CCE Data Why Report Data Can Differ Importance of Configuration and Scripting Page 4
11 Using Report Definitions Report Definitions and Reports Managing Report Definitions Manage Report Definition Categories Create a Report Definition Category Delete a Report Definition Category Create a Report Definition Report Definition Editor Report Definition Editor Toward the Data Source Report Definition EditorFields Report Definition EditorFields: Edit Properties Report Definition EditorFields: Edit Formatting Report Definition EditorFields: Drill Down Report Definition EditorCreate Formula Fields Report Definition EditorCreate Filter Fields Report Definition EditorParameters Report Definition EditorProperties Get to know your Database Schema Creating a New Report Definition and Report Searching Call Detail Records Call Detail Records Importing a Report Report Output Exporting a Report Exporting a Report View 12 Lab Outline Lab 2-1: Managing Users and Security in Cisco Unified Intelligence Center Lab 3-1: Running a Stock Report Lab 3-3: Creating Permalinks Lab 3-4: Modifying a Stock Report Lab 4-1: Creating a New Report Lab 6-2: Verifying Installation of the Unified Intelligence Center Controller and Navigating OAMP Lab 7-1: Creating Value Lists and Collections Lab 8-2: Creating a Simple Report Definition and a custom report Lab 8-3: Searching Call Detail Records Page 5