225px-cisco_logo_svgThis course is intended for those installing the Unified CCE solution, or those providing Level 3 solution support. Students will learn enough about CCE scripting in this course to ensure system functionality only.

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.
  • Use the available UCCE tools to complete a basic UCCE system installation.
  • Discuss the installation and configuration steps required to support agent functionality in a UCCE deployment.
  • Install a basic CCE VXML Solution.
  • Install, configure and run a CCE Outbound Option Campaign.
  • Describe how to support CCE.

PreRequisites

Working knowledge of Cisco networking and components such as routers and switches. Working knowledge of Microsoft software products such as Microsoft Windows Server deployed in an Active Directory environment.

Topics Covered

  • Introducing UCCE
  • 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 Contact Center Management Portal CMP

    Module 2: Preparing UCCE for Basic IVR Scripting

  • UCCE Comprehensive Call Flows
  • UCCE Comprehensive Protocols
  • Installation and Configuration Checklist
  • Active Directory (A/D) Overview
  • Domain Manager and Organizational Units (OUs)
  • Domain Manager
  • ICM Main Installer
  • Web Setup Tool
  • PG Setup Tool
  • Admin Data Client Installer
  • Using the Web Setup Tool
  • ICMdba for Logger Databases
  • Using Web Setup for Routers
  • Using Web Setup for Loggers
  • Diagnostic Framework Portico
  • Admin Workstation Types
  • Using ICMdba for Admin Workstation Databases
  • Using Web Admin to Configure Admin Data Server
  • Installing the Admin Data Client
  • Configuration Manager Overview
  • ICM Configuration for CVP Support
  • ICM PG Setup for CVP Support
  • Installing CVP Server
  • Installing the Operations Console
  • Installing Remote Operations
  • Installing the Reporting Server
  • Ops Console Overview
  • Configuring a Call Server
  • Configuring a VXML Server
  • Configuring a Reporting Server
  • Configuring a Media Server in Ops Console
  • Licensing
  • Verify Your Configuration
  • SIP Routing Options for CVP
  • Introducing SIP
  • Ingress / VXML Gateway Overview
  • Ingress / VXML Gateway CVP File Transfer to Flash
  • Ingress / VXML Gateway File Transfer
  • Call Server Configuration
  • SIP Proxy Configuration
  • CUCM Configuration
  • UCCE Script Editors
  • ICM Script Editor Overview
  • Using ICM Script Editor Nodes
  • Configuring ICM Script Editor Nodes
  • Scheduling ICM Scripts
  • Scripting with a Microapp

    Module 3: Preparing UCCE for Basic Agent Functionality

  • Protocol Review
  • UCM Configuration Steps
  • PG Configuration and Setup
  • Loading JTAPI Client
  • CTI Route Point Considerations
  • Real Time Monitoring Tool
  • Verifying Functionality
  • CTI Overview
  • Installing CTI Server with PG Setup Tool
  • Installing CTIOS Server
  • Installing CTIOS Agent Desktop
  • Agent and Skill Group Configuration
  • Agent Targeting Rule
  • Testing the Agent Functionality
  • Understanding Variables
  • Understanding Microapps
  • Understanding Media Server and Audio Files
  • Audio Prompt Gateway Considerations
  • Implementing Microapps in an ICM Script
  • Implementing Queuing Nodes in an ICM Script
  • Transfer Types Overview
  • Subsequent Transfer Considerations
  • ICM Configuration Steps
  • UCM Configuration Steps
  • RONA

    Module 4: Installing and Configuring 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
  • What is Courtesy Callback?
  • Courtesy Callback Call Flow
  • Courtesy Callback Considerations
  • Configuring Courtesy Callback

    Module 5: Installing CCE 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
  • ICM Installation and Configuration for Outbound Option
  • Voice Gateway and Unified CM Considerations
  • Outbound Option Installation Verification
  • Campaign Types Overview
  • Prerequisite Configurations for Outbound Campaigns
  • Agent-Based Campaign
  • Agent-Based Campaign Scripting
  • IVR Based Campaign Configuration
  • IVR Based Campaign Scripting

    Module 6: Supporting CCE

  • Simple Startup
  • Simplex Central Controller Startup Detail
  • Simplex PG Startup
  • Administration and Data Server Startup
  • ICM Fault Tolerance
  • Duplexed Central Controllers
  • Central Controller Failure Scenarios
  • Configuration Change Sequence
  • Diagnostic Framework Suite Review
  • Analysis Manager
  • Unified System CLI
  • Diagnostic Framework Portico
  • ICM Support
  • CVP Support
  • Gateway Support
  • UCM Support
  • Syslog and SNMP
  • Failover and High Availability

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