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Administering Unified Contact Center Enterprise with CVP Part 1 v11.0

$3,695.00 USD$3,325.50 USD
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  • About
  • Curriculum

Administering Cisco Unified Contact Center 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 Center Enterprise Part 2 (AUCCE Part 2) course, and should be considered as a prerequisite before taking Part 2. 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.

Prerequisites

The knowledge and skills that a learner should have before attending this course are as follows:

  • 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 would be really helpful.  Take the VFCC course, by example
  • A basic understanding of contact center operations

Course Objectives

Upon completing this course, the learner will be able to meet these overall objectives:

  • Demonstrate an overall understanding of the Cisco Unified CCE v10.x solution from a component functional level.
  • Demonstrate basic proficiency with add/move/change of the ACD/PBX (agent/skill) environment of UCCE.
  • Demonstrate basic proficiency with add/move/change of the IVR (prompt/collect/queue) environment of UCCE including both MicroApp and VXML solution scripting (ICM Scripting and Call Studio scripting).
  • Configure a Supervisor to enable CUIC Reporting functionality including running stock reports and creating dashboards.

Intended 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 add/move/change of the UCCE environment

The secondary audience for this course is as follows:

  • Managers, team-leads, business liaison personnel or anyone who needs to be remotely involved in the UCCE solution and have a better overall understanding of its function.

About the Author

NterOne is a global training and consulting company focusing on live online IT training courses, self-paced e-learning, private onsite training, consulting, and software focused on the training industry.
Posted: 21 December, 2016

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations

  • Lesson 1: Introducing UCCE
  • Lesson 2: Unified CCE Architecture and Components
  • Lesson 3: UCCE Terms, Routing and Additional Components
  • Lesson 4: Accessing UCCE Tools

Module 2: UCCE Configuration and Scripting

  • Lesson 1: Configuration Manager
  • Lesson 2: ICM Script Editor Overview
  • Lesson 3: Scripting for CVP

Module 3: CCE Inbound Agent Considerations

  • Lesson 1:CTI Options Overview
  • Lesson 2: Configure ICM for Agent Functionality
  • Lesson 3: Configure UCM for Agent Functionality
  • Lesson 4: Scripting ICM for Agent Functionality

Module 4: Unified CCE IVR/VRU Functionality

  • Lesson 1: Basic IVR Scripting with MicroApps
  • Lesson 2: ICM MicroApps
  • Lesson 3: ICM Scripting Using MicroApps

Module 5: Additional UCCE Considerations

  • Lesson 1: ICM Considerations for Reporting and Monitoring
  • Lesson 2: Precision Routing
  • Lesson 3: RONA

Module 6: External VXML Implementation

  • Lesson 1: Basic VXML Functionality
  • Lesson 2: Installing and Configuring VXML

Module 7: Cisco Unified Intelligence Center (CUIC) Reporting

  • Lesson 1: CUIC Overview
  • Lesson 2: 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 our favorite reports
This is a certification course.
By completing this course, you are eligible for certification opportunities. This course provides the instruction and educational material needed to prepare for a third-party certification exam.
This is a course package.
Course packages provide a comprehensive learning plan at a discounted price, and may lead to certification opportunities.