Search

Administering Cisco Unified Contact Centre Enterprise with CVP Part2 (AUCCE2)

  • Overview

    Description, Pre requisites

  • Content

    Lessons, Course Structure

Administering Cisco Unified Contact Centre Enterprise Part 2 (AUCCE Part 2) is an “Advanced” 5-day instructor-led training for system engineers and customers who will be involved with day 2 support of a UCCE solution deployed in a CVP comprehensive environment.

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 AUCCE Part 1 course or equivalent prior experience is a prerequisite for attending this course. AUCCE Part 2 course is also a good companion course to the DUCCE course which covers more detail on the installation/maintenance of the solution. The overall goal of this course is advanced administration of the solution by a deeper exposure into the technical operational requirements and the tools used to configure and ensure functionality.

PCCE (Packaged Contact Centre Enterprise) is the same UCCE product but with a limited deployment and simplified tools. PCCE users and engineers should be taking UCCE courses, as the same tools are used during training. For instance, scripting for PCCE and UCCE is the same – ICM Script Editor and Studio.

If you are using an earlier version of UCCE, you will benefit from this training. Although v.10 is used in the class, skills taught will still be equivalent.

Course Objectives

  • Demonstrate advanced proficiency with add/move/change of the ACD/PBX (agent/skill) environment of UCCE.
  • Demonstrate advanced proficiency with adds/moves/changes of the IVR (prompt/collect) environment of UCCE including both MicroApp and VXML solution scripting (ICM Scripting and Call Studio scripting).
  • Demonstrate effective use of system tools to track and troubleshoot a call within a call flow.Course Conten

Target Audience

  • Cisco Unified Communications system channel partners and resellers
  • Day 2 support personnel responsible advanced administration and support of the UCCE environment

Suggested Pre-requisites

The knowledge and skills that a student must have before attending this course are as follows:

  • Attendance of AUCCE Part 1 or equivalent real world experience is necessary requirement to attend this course.
  • Working knowledge of Unified Communications Manager and Voice Gateways would be helpful but not required.

Duration

5 days

 Course Outline

  • Cisco Unified Contact Center Enterprise v10 Foundations
  • CCE Configuration and Scripting Review
  • Implementing Business Rules
  • CCE VXML Solution
  • CCE Outbound
  • CCE Support considerations

 Lab Outline

  • Lab 1-1: Check out the Lab Environment
  • Lab 1-2: Explore Voice Gateway
  • Lab 1-3: Explore CVP and ICM Servers
  • Lab 2-1: Administering ICM Dialed Numbers and Call Types
  • Lab 2-2: Media Files and Variables in ICM Scripting
  • Lab 2-3: Basic IVR Scripting with MicroApps
  • Lab 2-4: Configure ICM for basic Agent and Skill Group Functionality
  • Lab 2-5: Configure UCM for Agent Functionality
  • Lab 2-6: Install CTIOS Agent Desktop(Optional)
  • Lab 2-7: Scripting for Skill Groups and Queuing
  • Lab 2-8: Configuring Precision Routing
  • Lab 2-9: RONA
  • Lab 2-10: CTI Route Point Initiated Calls
  • Lab 2-11: Agent initiated transfers into UCCE using the ICM Dialed Number Plan
  • Lab 2-12: Configure Calls using SIP with Proxy
  • Lab 3-1: Administrative Scripting
  • Lab 3-2: Feature Control Sets and Users
  • Lab 4-1: VXML Server Configuration and Call Studio Installation
  • Lab 4-2: Create and Deploy a Basic Call Studio Project
  • Lab 4-3: Integrate VXML Applications with ICM Script
  • Lab 4-4: SQL DB Lookup Functionality for VXML
  • Lab 4-5: Courtesy Callback
  • Lab 4-6: Agent Greeting
  • Lab 5-1: Configure SIP Outbound Dialer Basic Agent Campaign
  • Lab 5-2: Challenge Lab: Build IVR campaign
  • Lab 6-1: Using Troubleshooting Tools
  • Lab 6-2: Track a call thru RCD and TCD
  • Lab 6-3: Instructor generated Break/Fix lab.