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Administering Cisco Unified Contact Centre Enterprise with CVP Part1 (AUCCE1)

  • Overview

    Description, Pre requisites

  • Content

    Lessons, Course Structure

Administering Cisco Unified Contact Centre Enterprise Part 1 (AUCCE Part 1) is a 5 day instructor-led course intended for system engineers and customers who will be involved with day 2 support of a UCCE solution deployed in a CVP comprehensive environment.

AUCCE Part 1 course gives the learner an understanding of 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 serves as a good stepping-stone for the corresponding Administering Cisco Unified Contact Centre Enterprise Part 2 (AUCCE Part 2) course, and should be considered as a prerequisite before taking Part 2. This course is also a good companion course to the DUCCE course, which covers more detail on the installation/maintenance of the UCCE solution.

The overall goal of this course is to build an effective administrator of the solution by exposing the technical requirements of the solution and utilizing the solution tools for effective operation. The learner will be exposed to CCE (ICM) and VXML scripting in this course to ensure basic competence with the solution. For advanced scripting topics, refer to the AUCCE Part 2 or the CVPD course.

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

After completing this course the student should be able to:

  • 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.
  • Identify how to successfully deploy the CVP VXML component in a Unified CCE solution.
  • Generate basic reports using Cisco Unified Intelligent Centre (CUIC) Reporting

Target Audience

The primary audience for this course is as follows:

  • Cisco Unified Communications system channel partners and resellers responsible for the Sales,  Implementation or Support of a UCCE solution
  • Day 1 and Day 2 support personnel responsible for the daily adds/moves/changes of the UCCE environment

The secondary audience for this course is as follows:

  • Managers, team-leads, business liaison personnel or other personnel  involved in the UCCE solution and needs an  overall understanding of its function.

Suggested Pre-requisites

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

  • A basic understanding of Contact Centre operations
  • Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, switch) is helpful  but not required
  • Working knowledge of Unified Communications Manager and Voice Gateways is helpful but not required.

Duration

5 days

Course Outline:

  • Cisco Unified Contact Center Enterprise v10 Foundations
  • UCCE Configuration and Scripting
  • CCE Inbound Agent Considerations
  • Unified CCE IVR/VRU Functionality
  • Additional UCCE Considerations
  • External VXML Implementation
  • Cisco Unified Intelligence Center (CUIC) Reporting
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: Tools and Utilities for Administering ICM Dialed Numbers and Call Types
  • Lab 2-2: Prepare a simple Label Script
  • Lab 2-3: Using ICM Tools for ICM Scripts
  • Lab 3-1: Configure ICM for Agent Functionality
  • Lab 3-2: Configure UCM for Agent Functionality
  • Lab 3-3: Install Agent/Supervisor Desktop and test login
  • Lab 3-4: Basic Skill Group functionality in an ICM Script
  • Lab 4-1: Media Files and Variables in ICM Scripts
  • Lab 4-2: Basic IVR Scripting with MicroApps
  • Lab 5-1: Configuring CCE for Monitoring and Reporting
  • Lab 5-2: Configuring and using Precision Queues
  • Lab 5-3: RONA
  • Lab 5-4: Implement Administrative Scripts
  • Lab 5-5: Configure Calls Using SIP with Proxy
  • Lab 5-6: CTI Route Points for UCCE Calls and Transfers
  • Lab 5-7: CCMP
  • Lab 6-1: VXML Server Configuration and Call Studio Installation
  • Lab 6-2: Create and Deploy a Cisco Unified Call Studio Project
  • Lab 6-3: Integrate VXML Applications with ICM Script
  • Lab 7-1: More CUIC Reports, including a Dashboard of common reports

The Implementing Cisco Application Centric Infrastructure (DCACI) v1.0 course show you how to deploy and manage the Cisco® Nexus® 9000 Series Switches in Cisco Application Centric Infrastructure (Cisco ACI®) mode. The course gives you the knowledge and skills to configure and manage Cisco Nexus 9000 Series Switches in ACI mode, how to connect the Cisco ACI fabric to external networks and services, and fundamentals of Virtual Machine Manager (VMM) integration. You will gain hands-on practice implementing key capabilities such as fabric discovery, policies, connectivity, VMM integration, and more.

This course helps you prepare to take the exam, Implementing Cisco Application Centric Infrastructure (300-620 DCACI), which leads to CCNP® Data Center and Cisco Certified Specialist – Data Center ACI Implementation certifications.