Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE1)
Virtual ClassroomLearning Style
5 DaysCourse Duration
About Individual Course:
About this course:
This course describes the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound/outbound UCCE environment. This course is intended for those administering the solution, or who may be responsible for Level 1-2 support of the solution. This course also helps the students in the preparation for Cisco: 600-460 UCCEIS exam.
The average salary for Cisco Certified Network Administrator is $84,000 per year
- Identify the basic components and operations of the Unified CCE solution.
- Configure and script a basic UCCE CVP deployment.
- Perform the ICM configuration tasks required to support basic agent functionality.
- Build and test a basic ICM script utilizing microapps.
- Configure and script UCCE to support reporting requirements, precision queuing and RONA.
- Deploy the CVP VXML component in a Unified CCE solution successfully.
- Generate basic reports using Cisco Unified IC.
- 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.
- Managers overseeing UCCE deployments
- Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, switch) is helpful but not required
- Working knowledge of a Windows computer including a mouse and the simultaneous use of the Alt-Tab keys is required
- Working knowledge of Unified Communications Manager and Voice Gateways
- Basic understanding of contact center operations
Suggested prerequisite courses:
Virtual Instructed-Led Outline
Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
Lesson 1: Introducing UCCE
- Unified CCE Overview
- Attributes of Cisco Unified CCE
- Cisco Unified CCE Components
- Unified CCE Naming Conventions
- Cisco Unified CCE Options
- Agent Desktop Options
- Whats New
Lesson 2: Unified CCE Components and Architecture
- Unified CCE Architecture and Components
- PSTN and Voice Gateways
- Cisco Unified Communications Manager (Unified CM)
- Agent Phones and Features
- Cisco Unified Intelligent Contact Management (ICM)
- Cisco Voice Portal (CVP)
- What is VXML?
- Features of Unified CVP
Lesson 3: UCCE Terms, Routing and Additional Components
- Unified CCE Terms
- Unified CCE Call Flow Types
- Additional Unified CCE Components
- Cisco Unified Intelligence Center
- Geographic Dependencies/CCE Networks
- Packaged CCE
Lesson 4: Accessing UCCE Tools
- Accessing UCM
- Accessing ICM
- Accessing CVP
- Accessing Voice Gateways
- Accessing Contact Center Management Portal (CCMP)
Module 2: UCCE Configuration and Scripting
Lesson 1: Configuration Manager
- Configuration Manager Overview
- Tools Menu
- Configure ICM Menu
- Step by Step Menu
- Outbound Option Menu
Lesson 2: Script Editor Overview
- Script Editor Overview
- Using Script Editor Nodes
- Understanding Variables
- ICM Queuing Nodes
- Scheduling Scripts
Lesson 3: Scripting for CVP
- Scripting for CVP
- ECC Variables
- Audio Files
Module 3: Unified CCE Inbound Agent Considerations
Lesson 1: CTI Options Overview
- CTI Server
- CTI Desktop Options
- Finesse Desktop
- CTI OS Server
- CTI OS Client
- Cisco Agent Desktop
- Solutions Plus
- CTI Design Consideration
Lesson 2: Configuring ICM for Agent Functionality
- ICM as the ACD
- Configuration Manager
- Agent Desk Settings
- Skill Group Explorer
- Agent Explorer
- Agent Targeting Rule
- Agent Login
Lesson 3: Configuring UCM for Agent Functionality
- Configuring UCM for Agent Functionality
- Unified CM Application User
- Configuring Agent IP Phones for Unified CCE
- Review Partitions and Calling Search Spaces
Lesson 4: Scripting ICM for Agent Functionality
- ICM Enterprise Initial Logic
- Cisco Unified ICM Enterprise Scripting to Support Agent Functionality
- Save and Schedule Script
- Testing your Script
- Agent Login
Module 4: Unified CCE IVR/VRU Functionality
Lesson 1: Basic IVR Scripting with Microapps
- UCCE Script Editors
- Microapps and ECC Variables
- Media Server and Files
- Gateway Considerations
Lesson 2: ICM Microapps
- Play Media
- Get Digits
- Play Data
- Get Speech
Lesson 3: Cisco Unified ICM Enterprise Scripting Using Microapplications
- ICM Configuration Steps
- Building a UCCE Script Using Microapps
Module 5: Additional UCCE Considerations
Lesson 1: ICM Considerations for Reporting and Monitoring
- Reporting Touch Points
- Reporting Objects
Lesson 2: Precision Routing
- Precision Routing Overview
- CCE Precision Routing Review and Scenario
- Traditional Skills Based Routing to Solve Scenario
- CCE Web Administration Overview
- Agents and Attributes
- Precision Queues
- CCE Scripting for PQs
Lesson 3: RONA
Module 6: VXML Implementation
Lesson 1: Basic VXML Functionality
- 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 and Server Maintenance Tasks
- ICM Considerations for VXML Application Support
Module 7: Cisco Unified Intelligence Center Reporting
Lesson 1: Cisco Unified IC Overview
- CUIC Features and Benefits
- Deployment Models
- CUIC Databases
- Personalizing Reports
- Additional Features
Lesson 2: Cisco CUIC Reporting
- Navigating CUIC
- Running CUIC Stock Reports
- CUIC Dashboards
|Learning Style||Virtual Classroom|
|Course Duration||5 Days|
|VPA Eligible||VPA Eligible|
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