Administering Cisco Unified Contact Center Enterprise Part 2 (CS-AUCCE2)
Virtual ClassroomLearning Style
5 DaysCourse Duration
About Individual Course:
About this course:
This course gives the learner an understanding of 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 AUCCE1 course or equivalent prior experience is a prerequisite for attending this course. This course also prepares students 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.
- Implement business rules as they apply to scripting and routing in Unified CM.
- Install a basic CCE VXML Solution
- Install, configure and run a CCE Outbound Option Campaign.
- Describe how to support CCE.
- Cisco Unified Communications system channel partners and resellers.
- Day 2 support personnel responsible for advanced administration and support of the UCCE environment.
- Attendance in AUCCE Part 1 (AUCCE1) or equivalent real world experience is a requirement to attend this course.
- Working knowledge of Unified Communications Manager and Voice Gateways would be very helpful.
Suggested prerequisite courses:
Virtual Instructed-Led Outline
- Learner Prerequisite Skills and Knowledge
- Course Goal and Objectives
- Course Flow
- Additional References
- Your Training Curriculum
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 Architecture and Components
- Voice Gateways
- Cisco Unified Communications Manager (UCM)
- Agent Phones and Features
- Intelligent Contact Manager (ICM)
- Customer Voice Portal (CVP)
- Features of Unified CVP
Lesson 3: UCCE Terms, Routing and Additional Components
- Unified CCE Terms
- Unified CCE Call Flow Types
- Additional Unified CCE Components
- Contact Center Management Portal (CCMP)
- Cisco Unified Intelligence Center
- Geographic Dependencies/CCE Networks
- Packaged Contact Center Enterprise (PCCE)
Lesson 4: Accessing UCCE Tools
- Accessing UCM
- Accessing ICM
- Accessing CVP
- Accessing Voice Gateways
- Accessing CCMP
Module 2: CCE Configuration and Scripting Review
Lesson 1: Configuration Manager and Script Editor Review
- Configuration Manager Review
- Script Editor Review
Lesson 2: CTI Review
- CTI Review
- CTI OS Server
- CTI OS Client
- Cisco Agent Desktop
- Agent States
Lesson 3: Agent Skill Review
- Agent Functionality: ICM Configuration Steps
- Agent Login
- Agent Functionality: UCM Configuration Steps
- UCM Application User
- Configuring Agent IP phones for Unified CCE
- Agent phone / JTAPI User Association
Lesson 4: Microapps and Media File Review
- Understanding Media Server and Audio Files
- Audio Prompt Gateway Considerations
- Implementing Microapps in an ICM Script
Lesson 5: Precision Routing Review
- Precision Routing Overview
- Implementing Precision Routing
- Agents and Attributes
- Precision Queues
- CCE Scripting for Precision Routing
- Precision Routing Limitations and Reporting
Lesson 6: Transfers and RONA Review
- Transfer Types Overview
- Subsequent Transfer Considerations
- ICM Configuration Steps
- UCM Configuration Steps
Lesson 7: Mobile Agents
- Mobile Agent Review
- Mobile Agent Configuration to Support CCE
Module 3: Implementing Business Rules
Lesson 1: Advanced Scripting and Routing
- Script Editor Advanced Features and Tools
- Best Practice ICM Scripting for Reporting
- Region / Area Code Routing
- Call Types vs. Requalify
- Route Select
- Congestion Control
- Dealing with IVR Node Results
- Supervisor Assistance Scripts
- Emergency Assistance Scripts
- Reason Codes
Lesson 2: ICM Scripting Variables, Expressions, Formulas and Functions
- Formula Editor
- Using Built-In Functions
- Custom Functions
Lesson 3: Creating an Administrative Script for Time of Day Routing
- Administrative Scripts Overview
- Building an Admin Script
- Scheduling an Admin Script
- Testing an Admin Script
Lesson 4: Creating Feature Control Sets and Users
- Feature Control Sets
- ICM Users
- Internet Script Editor
Lesson 5: Silent Monitoring and Recording
- Silent Monitor Overview
- Configuring Unified CM-Based Silent Monitoring
- Configuring CTI OS-Based Silent Monitoring
- Silent Monitoring Logs
Module 4: CCE VXML Solution
Lesson 1: Basic VXML Functionality
- What is VXML
- Cisco Unified CVP VXML Solution
Lesson 2: Installing and Configuring VXML Solution
- Cisco Unified CVP VXML Server Configuration
- Cisco Unified Call Studio Project Configuration
- Project Deployment and VXML Server Maintenance Tasks
- ICM Considerations for VXML Application Support
Lesson 3: Basic VXML SQL Database Lookup
- SQL/JDBC/JNDI Configuration
- Call Studio Configuration
- ICM Scripting and Testing
Lesson 4: Exploring Courtesy Callback
- What is Courtesy Callback?
- Courtesy Callback Call Flow
- Courtesy Callback Considerations
- Configuring Courtesy Callback
Lesson 5: Agent Greeting
- Agent Greeting Overview
- Deployment Considerations
- ICM Configuration
Module 5: UCCE Outbound Option
Lesson 1: Outbound Option
- Outbound Option Overview
- Outbound Option Components
- Dialer Types
- Dialing Modes
- Outbound Campaign Features
- SIP Call Flows
- SIP Dialer Design Considerations
- Voice Gateway Design Considerations
Lesson 2: Configuring Outbound Option for Agent and IVR Campaigns
- Campaign Types Overview
- Prerequisite Configurations for Outbound Campaigns
- Agent-Based Campaign
- Agent-Based Campaign Scripting
- Answering Machine Detection
- IVR-Based Campaign Configuration
- IVR-Based Campaign Scripting
Module 6: CCE Support Considerations
Lesson 1: Supporting UCCE
- Troubleshooting Methodology for UCCE
- Importance of Accurate Troubleshooting Information
- Contacting Cisco TAC
Lesson 2: Diagnostic Framework Suite
- Diagnostic Framework Suite Review
- Analysis Manager
- Unified System CLI
- Diagnostic Framework Portico
Lesson 3: UCCE Support
- ICM Support
- CVP Support
- Gateway Support
- UCM Support
Lesson 4: Tracking an Agent Call Through the Database
- TCD and RCD Overview
- Querying RCD and TCD Records
|Learning Style||Virtual Classroom|
|Course Duration||5 Days|
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