Administering Unified Contact Center Enterprise with CVP Part 2

Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE Part 2) is an Advanced 5 day instructor-led course presented by our partner and intended for system engineers and customers who will be involved with day-to-day 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. This 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. Do Not take this course if you are new to CCE, you will not have a good time. If you are already working with CCE, or if you`ve taken the Part 1 course, you`ll love this course!

PCCE (Packaged Contact Center Enterprise) is the same UCCE product but with a limited deployment and simplified tools. PCCE users and engineers should be taking our UCCE courses, as we use all the same tools 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 we use 10.x in the class, skills taught will be equivalent and still of value to you.

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

• Demonstrate advanced proficiency with add/move/change of the ACD/PBX (agent/skill) environment of UCCE.
• Demonstrate advanced proficiency with add/move/change 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.

• Unified CCE Overview
• Attributes of Cisco Unified CCE
• Cisco Unified CCE Components
• Unified CCE Naming Conventions
• Cisco Unified CCE Options
• Agent Desktop Options
• What`s New

• Overview
• Voice Gateways (VG)
• Unified Communications Manager (UCM)
• Agent Phones and Features
• Intelligent Contact Manager (ICM)
• Customer Voice Portal (CVP)
• VXML
• Features of Unified CVP

• Unified CCE Terms
• Unified CCE Call Flow Types
• Additional Unified CCE Components
• Contact Center Management Portal (CCMP)
• Cisco Unified Intelligence Center (CUIC)
• Geographic Dependencies/CCE Networks
• Packaged Contact Center Enterprise (PCCE)

• Accessing UCM
• Accessing ICM
• Accessing CVP
• Accessing Voice Gateways
• Accessing CCMP

• Configuration Manger
• Script Editor

• CTI Server Review
• Finesse
• CTI OS Server
• CTI OS Client
• Cisco Agent Desktop
• Agent States

• 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

• Microapps
• Understanding Media Server and Audio Files
• Audio Prompt Gateway Considerations
• Implementing Microapps in an ICM Script

• Precision Routing Overview
• Implementing Precision Routing
• Agents and Attributes
• Precision Queues
• CCE Scripting for Precision Routing
• Precision Routing Limitations and Reporting

• Transfer Types Overview
• Subsequent Transfer Considerations
• ICM Configuration Steps
• UCM Configuration Steps RONA

• Mobile Agent Review
• Mobile Agent Configuration to support CCE

• Script Editor Advanced Features and Tools
• Best Practice ICM Scripting for Reporting
• Region /Area Code Routing
• Call Types vs Requalify
• Route Select
• Congestion Control
• Multiline
• Dealing with IVR Node Failures
• Supervisor Assistance Scripts
• Emergency Assistance Scripts
• Reason Codes

• Variables
• Formula Editor
• Using Builtin Functions
• Custom Function

• Administrative Scripts Overview
• Building an Admin Script
• Scheduling an Admin Script
• Testing an Admin Script

• Feature Control Sets
• ICM Users
• Internet Script Editor

• What is VXML?
• Cisco Unified CVP 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

• Overview
• SQL/JDBC/JNDI Configuration
• Call Studio Configuration
• ICM Scripting and Testing

• What is Courtesy Callback?
• Courtesy Callback Call Flow
• Courtesy Callback Considerations
• Configuring Courtesy Callback

• Agent Greeting Overview
• Deployment Considerations
• ICM Configuration
• Verification

• Outbound Option Overview
• Outbound Option Components
• Dialer Types
• Dialing Modes
• Outbound Campaign Features
• SIP Call Flows
• SIP Dialer Design Considerations
• Voice Gateway Design Considerations

• Campaign Types Overview
• Prerequisite Configurations for Outbound Campaigns
• Agent-Based Campaign
• Agent-Based Campaign Scripting
• Callbacks
• IVR-Based Campaign Configuration
• IVR-Based Campaign Scripting

• Troubleshooting Methodology for UCCE
• Importance of Accurate Troubleshooting Information
• Contacting Cisco TAC

• Diagnostic Framework Suite Review
• Analysis Manager
• Unified System CLI
• Diagnostic Framework Portico

• ICM Support
• CVP Support
• Gateway Support
• UCM Support

• TOD and RCD Review
• Querying RCD and TCD Records

• Lab 1-1: Review Labs
• Lab 1-2: Verify and Prepare the Lab Environment
• Lab 1-3: Explore and Verify Your Voice Gateway
• Lab 1-4: Explore and Verify CVP and ICM Servers
• Lab 2-1: Administering ICM Dialed Numbers and Call Types
• Lab 2-2: Media Files and Variables in ICM Scripts
• Lab 2-3: Basic IVR Scripting with MicroApps
• Lab 2-4: Configure ICM for 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: Configure CTI Route Point for CCE Calls and Agent-Initiated Transfers (Optional)
• Lab 2-11: Configure Agent Transfers via Dialed Number Plan (Optional)
• Lab 2-12: Configure Calls Using SIP with Proxy (3XY2) (Optional)
• Lab 3-1: Administrative Scripts
• 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 Cisco Unified 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 (CCB)
• Lab 4-6: Agent Greeting
• Lab 5-1: Basic Outbound Agent Campaign
• Lab 6-1: Using Troubleshooting Tools
• Lab 6-2: Track a call thru RCD/TCD Records
• Lab 6-3: Instructor Break/Fix

• Attendance of AUCCE Part 1 or equivalent real world experience is a requirement to attend this course.
• DO NOT take this course if you are new to UCCE, you will be wasting your time and time of those around you in class! You need some experience with UCCE before attending this course!! If you cannot spell UCCE, this course is not for you! If you don`t know what ICM object binds a Dialed Number to a Script, you need to take the Part 1 course, not this one! If you don`t know the 2 main uses for Call Types, you should not take this course!! Obviously, this means you need some prerequisite knowledge before attending this course.
• Working knowledge of Unified Communications Manager and Voice Gateways would be really helpful. The VFCC is a perfect foundational course.

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