225px-cisco_logo_svgThis 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.

Training Class Goal

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

  • Identify the basic components and operations of the Unified CCE solution.
  • Configure and script a basic UCCE CVP deployment.
  • Implement business rules as they apply to scripting and routing in Unified CM.
  • Install a basic CCE VXML Solution
  • Install, configure and run a CCE Outbound Option Campaign.
  • Describe how to support CCE.

PreRequisites

Attendance in AUCCE Part 1 (AUCCE1) or equivalent real world experience is a requirement to attend this course. Working knowledge of Unified Communications Manager and Voice Gateways would be very helpful.

Topic Covered

    Module 1: Cisco Unified Contact Center Enterprise v10 Foundations

  • Unified CCE Overview
  • Attributes of Cisco Unified CCE
  • Cisco Unified CCE Components
  • Unified CCE Naming Conventions
  • Cisco Unified CCE Options
  • Agent Desktop Options
  • Whats New
  • Voice Gateways
  • Cisco 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
  • Geographic Dependencies/CCE Networks
  • Packaged Contact Center Enterprise (PCCE)
  • Accessing UCM
  • Accessing ICM
  • Accessing CVP
  • Accessing Voice Gateways
  • Accessing CCMP

    Module 2: CCE Configuration and Scripting Review

  • Configuration Manager Review
  • Script Editor Review
  • CTI 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

    Module 3: Implementing Business Rules

  • 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 Results
  • Supervisor Assistance Scripts
  • Emergency Assistance Scripts
  • Reason Codes
  • Variables
  • Formula Editor
  • Using Built-In Functions
  • Custom Functions
  • Administrative Scripts Overview
  • Building an Admin Script
  • Scheduling an Admin Script
  • Testing an Admin Script
  • Feature Control Sets
  • ICM Users
  • Internet Script Editor
  • Silent Monitor Overview
  • Configuring Unified CM-Based Silent Monitoring
  • Configuring CTI OS-Based Silent Monitoring
  • Silent Monitoring Logs

    Module 4: CCE VXML Solution

  • 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
  • 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

    Module 5: UCCE Outbound Option

  • 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
  • Answering Machine Detection
  • Callbacks
  • IVR-Based Campaign Configuration
  • IVR-Based Campaign Scripting

    Module 6: CCE Support Considerations

  • 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
  • TCD and RCD Overview
  • Querying RCD and TCD Records

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