Administering Cisco Unified Contact Center Enterprise Part 2

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations

• Describe the Cisco Unified Contact Center Solution for enterprise customers.
• Identify the attributes of the Unified CCE Solution.
• Identify the components of the Unified CCE Solution.
• Describe naming conventions of the components of the Unified CCE solution.
• List optional components in the Unified CCE solution.
• Describe the attributes of various agent desktop options in the Unified CCE solution.
• Identify new features provided after Unified CCE release version 8.X.
• Provide an overview of the UCCE components and high-level network architecture.
• Provide an overview of the role of gateways in a UCCE environment.
• Provide an overview of CUCM high-level architecture and functionality.
• Identify supported IP phones.
• Provide a high level overview of ICM network architecture components and fault tolerance principles.
• Define a Unified CVP and its characteristics.
• Define the purpose and function of VXML.
• List the features of Unified CVP.
• Identify ICM terms.
• Identify three call flow types found in CCE deployments.
• Recognize additional components of UCCE.
• Introduce the CCMP utility.
• Introduce the CUIC reporting server.
• Distinguish between different UCCE deployment models.
• Identify features of the Packaged CCE solution.
• Examine how to use ccmadmin tools.
• Examine how to utilize the Unified CCE Tools icon.
• Examine how to utilize the CVP Ops console.
• Introduce Telnet and Secure Shell access tools for access to voice gateways.
• Identify how to manage interface access to the CCMP.

Module 2: CCE Configuration and Scripting Review

• Identify how to access and utilize the Configuration Manager from the Admin workstation.
• Identify how to utilize Script Editor and use it to build ICM routing scripts.
• Explain CTI Server Functionality.
• Define how Finesse interacts with the CTI Gateway.
• Explain the function of CTI OS Server.
• Explain the function of CTI OS Client.
• Describe CTI OS Agent Desktop.
• Define the purpose of Agent States.
• Identify the primary objects of the Configuration Manager tool to facilitate agent functionality.
• Describe how to login to the CTI OS agent login screen.
• Introduce the UCM configuration steps required for agent functionality.
• Identify the steps required to create a UCM application user to support agent functionality.
• Describe how to configure Agent IP phones for Unified CCE.
• Describe the Agent Phone / JTAPI User Association.
• List the six microapps and examples of each.
• Identify how to access media servers and audio files provided with CVP server installation.
• Examine the use of gateway prompt caching methods to optimize performance.
• Examine scripting with microapplications.
• Examine skills-based routing and the migration toward precision routing.
• Identify how to use the CCE Web Administration interface to configure/change deployment type.
• Examine the assignment of agent attributes to support precision queuing.
• Identify steps used to define criteria for precision queues.
• Define the steps required to build a basic script to support precision queuing.
• Identify 9.0 system limits and new reports for Precision Routing.
• Identify the configuration requirements necessary for a Unified CVP comprehensive deployment.
• Describe how to configure Unified ICM to integrate with the Unified CVP.
• Describe how to add the VRU to the configuration of Unified ICM in the PG Explorer.
• Describe how to configure UCM to support transfer implementation.
• Identify RONA calls behavior and discuss contingency treatment of such calls.
• Identify the attributes of Unified MA.
• List review tasks to verify configuration of Mobile Agent.

Module 3: Implementing Business Rules

• Describe scripts, their advanced features and tools.
• Describe business rules and best practice ICM scripting for reporting.
• Identify how to configure PG by using ICM Configuration Manager.
• Describe how to add the JTAPI Client for the connection to the Unified CM.
• Recognize how to register and associate Route Point with a user.
• Describe how to access and utilize RTMT.
• Describe how to create call type for testing and build a test script.
• Describe how to deal with IVR Node Results in failure conditions.
• Discuss procedures required to enable Supervisor Assistance on the Toolkit Desktop.
• Identify how to configure Emergency Assistance Scripts.
• Describe the use and configuration of Reason Codes.
• Identify different types of variables used to store information in the ICM software.
• Describe how Script Editor’s built-in Formula Editor is used in constructing routing scripts.
• Examine examples of Built-In Functions and their use to develop expressions.
• Identify how custom functions work.
• Examine the abilities and uses of Administrative Scripts.
• Describe the steps for building an Administrative Script.
• Describe the steps for scheduling an Administrative Script.
• Describe the steps used for testing an administrative Script.
• Explain the uses of Feature Control Sets.
• Define an ICM User and create ICM User accounts.
• Describe how to install and open Internet Script Editor.
• Describe how the Silent Monitoring feature functions on both Unified CM and CTI OS.
• Describe how to configure Unified CM Silent Monitoring on a CTI OS Server.
• Describe how to configure CTI OS-Based Silent Monitoring.
• Explore the use of Silent Monitoring Logs.

Module 4: CCE VXML Solution

• Identify the benefits and challenges of using VXML.
• Provide an overview of the application of VXML in a CVP deployment.
• Configure the Unified CVP VXML Server in the Cisco Unified CVP Operations Console.
• Configure a Cisco Unified Call Studio project.
• Deploy a Cisco Unified Call Studio project and describe the administrative tasks necessary to ensure that applications are running correctly on the VXML server.
• Describe ICM Considerations for VXML Application Support.
• Describe how to enable database access on your CVP VXML Server.
• Examine the process used to install JDBC Driver and add JNDI Context for DB Lookup.
• Describe how to configure the Database Element of the Studio Application.
• Discuss how to test an ICM Script with information coming back from the DB lookup.
• Define Courtesy Callback and its components.
• Examine the flow of a Courtesy Callback.
• Examine the design considerations of Courtesy Callback.
• Describe how to configure a script for Courtesy Callback.
• Discuss the five steps used to create an Agent Greeting on the VXML Server.
• Examine considerations for deploying Agent Greeting.
• Describe how to configure Agent Greeting using an ICM Script.
• Describe how to use the Test Record Greeting feature in Agent Desktop.

Module 5: UCCE Outbound Option

• Explore the Outbound Option add-on for Unified CCE.
• Identify components of Outbound Option.
• Compare/contrast SIP and SCCP dialer types.
• Explore the features and operation of each Outbound option dialing mode.
• Discuss the use of ICM Admin and Routing scripts to control the features of an Outbound Option Campaign.
• Describe the SIP call flow type.
• Describe SIP Dialer design considerations.
• Discuss voice Gateway design considerations.
• Describe the features of an agent campaign and a pre-recorded (VRU) campaign.
• Define prerequisite configurations for Outbound campaigns.
• Explore the Agent-based campaign outbound option.
• Describe how to script for agent-based campaign.
• Explain how AMD detects and treats calls that detect an answering machine.
• Describe how to configure and schedule Personal Callbacks.
• Show how to configure IVR based campaign.
• Describe how to script for IVR based campaign.

Module 6: CCE Support Considerations

• Identify a logical Troubleshooting Methodology to use when diagnosing UCCE issues.
• Identify the importance of correct problem identification when troubleshooting an issue.
• Describe how and when to contact Cisco TAC.
• Provide an overview of Diagnostic Framework Suite.
• Describe how to use the Analysis Manager plug-in component of the RTMT.
• Describe the use of Unified System CLI.
• Explain the functions of the Diagnostic Framework Portico.
• Identify the available ICM command line tools.
• Describe the use of CVP statistics and how Unified CVP events can be configured to provide support information.
• Describe troubleshooting functions for both ingress and egress of the IOS Gateway.
• Explain how RTMT provides support for the UCM.
• Describe key attributes of the Route Call Detail (RCD) and Termination Call Detail (TCD) tables as they relate to tracking a call in UCCE
• Examine how to use SQL Query Analyzer to query the views in the AWDB for RCD and TCD records and identify the legs of a call flow as it relates to the RCD and TCD records.
• TCD and RCD Overview
• Querying RCD and TCD Records

Labs

• Overview of the AUCCE2 Lab Environment
• Explore Voice Gateway
• Explore CVP and ICM Servers
• Administering ICM Dialed Numbers and Call Types
• Media Files and Variables in ICM Scripts
• Basic IVR Scripting with Microapps
• Configure ICM for Agent and Skill Group Functionality
• Configure UCM for Agent Functionality
• Install CTIOS Agent Desktop (Optional)
• Scripting for Skill Groups and Queuing
• Configuring Precision Routing
• RONA
• CTI Route Points for UCCE Calls and Transfers
• Configure Agent Transfers via Dialed Number Plan
• Configure Calls Using SIP with Proxy (3XY2): (Optional)
• Administrative Scripts
• Feature Control Sets and Users
• VXML Server Configuration and Call Studio Installation
• Create and Deploy a Cisco Unified Call Studio Project
• Integrate VXML Applications with ICM Script
• SQL DB Lookup Functionality for VXML
• Courtesy Callback (CCB)
• Agent Greeting
• Basic Outbound Agent Campaign (SIP Dialer)
• IVR Campaign (Challenge Lab)
• Using Troubleshooting Tools
• Track a call thru RCD/TCD Records
• Instructor Break/Fix Lab