Administering Packaged Contact Center Enterprise

Administering Packaged Contact Center Enterprise (APCCE) is a 5 day instructor-led course that provides students with an introduction and understanding of Cisco Unified Contact Center Enterprise basics and components. APCCE is an administration course focusing on the day-to-day tasks needed to manage a Cisco deployed Packaged Contact Center Enterprise environment.

While the class will focus on the ICM web administration tool, students will also be introduced to the supporting Call Manager and CVP configurations and administration requirements.

The class begins with an introduction to contact center operations and KPIs and then covers the administration and configuration of the most frequently addressed contact center parameters including; Agents, Agent Teams, Skill Groups, Precision Queues, Front End VRU Scripts, Call Flows and Scripting, and Reporting and Security. Student understanding of each of the topics covered will be reinforced through the use of practical hands on labs and workshops.

Finally, students will be given the opportunity to implement a practical business case utilizing their newfound PCCE knowledge. The business case will be presented as a set of requirements which students will be required to analyze, configure and script from the ground up. Once completed, students will be encouraged to present their completed solution for an `acceptance test`

After successfully completing this class, students will be able to perform the tasks associated with the adds, moves and changes and reporting within the contact center, and in addition take a complex business case from concept through call flow to a working deployment.

As an administration class, we will assume that the deployment is complete and the underlying telephony platform(s) have been successfully delivered.

Module 1: Introducing UCCE Lesson 1: Contact Center Basics

• Strategies
• KPI`s

Lesson 2: PCCE Components

• ICM
• Router
• Logger
• PG
• Admin workstations
• CVP
• Call treatment applications
• Call Server
• VXML Server
• Media Server
• CUCM Call manager

Lesson 3: Packaged CCE

• Architecture
• Redundancy
• Scalability
• Features
• Administration

Lesson 4: Agent Desktop Options

• Finesse
• Phones

Module 2: PCCE Terms and Additional Components Lesson 1: Terms Lesson 2: Additional Components

• SIP Proxy
• ASR and TTS Servers
• Outbound Option
• Mobile Agent
• CUIC

Module 3: PCCE Administration Lesson 1: Web Administration Access Lesson 2: Working with Agents Lesson 3: Working with Agent Attributes Lesson 4: Agent Desk Settings Lesson 5: Introducing Precision Queues Lesson 6: Working with Reason codes Lesson 7: Working with Skill groups Lesson 8: Agent Teams Lesson 9: Understanding Bucket Intervals Lesson 10: Working with Call types Lesson 11: Working with Dialed Numbers Lesson 12: Understanding Expanded Call Variables Lesson 13: Introducing Network VRU Scripts Lesson 14: Using Bulk Loads Lesson 15: Introducing System Information

• Capacity Rules
• Validation Rules

Lesson 16: System Settings

• General settings
• Agent Settings
• Call Reporting Settings

Lesson 17: Agent Trace Lesson 18: Log Collections Lesson 19: Departments and Roles Module 4: Accessing PCCE Tools Lesson 1: Accessing UCM

• Administration
• Serviceability
• OS Administration

Lesson 2: Accessing ICM

• Diagnostic Framework
• Service Account Manager
• Glossary Search
• Documentation search
• Router Log Viewer
• Call Tracer
• Configuration Manager
• Schema help
• RDP Access

Lesson 3: Accessing CVP

• CVP Ops console

Lesson 4: Accessing Voice Gateways

• Gateway Access

Module 5: PCCE Configuration and Scripting Lesson 1: Script Editor Overview

• Using Script Editor Nodes
• Configuring Script Editor Nodes
• Understanding Variables
• ICM Queuing nodes
• Script scheduling
• ICM Call tracer
• Script Editor Modes

Lesson 2: Scripting for CVP

• Introducing Call Studio
• ECC Variables
• Microapps
• Audio Files

Module 6: Agent Support Consideration Lesson 1: CTI Options

• Finesse

Lesson 2: ICM Agent Configuration

• Agent Desk Settings
• Skill Groups
• Agent Targeting Rules
• Agents

Lesson 3: UCM Agent Configuration

• Application JTAPI User
• Agent Phone Configurations
• Agent Phone Associations

Lesson 4: ICM Agent Scripting

• Building a simple routing script
• Select Nodes
• Finesse Agent login
• Testing your script

Module 7: Scripting with Microapps Lesson 1: Microapps

• Play Data Microapp
• Get Digits Microapp
• Menu Microapp
• Play Media Microapp
• Get Speech Microapp
• Capture Microapp

Lesson 2: ECC Variables Lesson 3: Media Server Lesson 4: Prompt Caching considerations Lesson 5: ICM Configuration steps Lesson 6: Building a Simple Script using Microapps Module 8: Reporting Considerations Lesson 1: Touch Points

• Call types
• Service Level Call types
• Call Type Stock Reports

Lesson 2: Reporting Objects

• Agents
• Agent Teams
• Skill Groups
• Precision Queues

Module 9: Precision Routing Lesson 1: Overview Lesson 2: Attributes

• Assigning Attributes

Lesson 3: Building a Precision Queue

• Using Steps
• Building an expression

Lesson 4: Using Dynamic Queues and Call types Module 10: RONA Lesson 1: Understanding RONA

• Router Requery
• Scripting for RONA

Module 11: Basic VXML Functionality Lesson 1: What is VXML

• Benefits
• Challenges
• Cisco VXML solution

Lesson 2: VXML Server Lesson 3: Call Studio Lesson 4: Installing and configuring VXML Module 12: Reporting Lesson 1: CUIC

• Data Sources
• A/D Integration
• Importing users
• Permissions and Roles
• Stock reports
• Customizing reports
• Dashboards

Lab Exercises

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

Anyone responsible for the day-to-day management and administration of a packaged Cisco Packaged Contact Center Enterprise environment.