Administering Cisco Unified Contact Center Enterprise Part 1

• Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2)

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: UCCE Configuration and Scripting

• Identify how to access the Configuration Manager from the Admin workstation.
• Provide an introduction to the ICM Configuration Manager Tools menu.
• Examine this alternative tool from earlier versions.
• Introduce the Configuration Manager Step by Step menu.
• Introduce the Outbound Option Menu.
• Identify how Script Editor is used to build ICM routing scripts.
• Describe the use and function of ICM script editor nodes to build an ICM script.
• Introduce Call Variable and User variables.
• Identify how to use script editor queuing nodes to define routing targets in an ICM script.
• Identify the need for and the process involved in scheduling an ICM script.
• Discuss how ICM variables and microapps are involved in scripting for CVP.
• Introduce microapplications.
• Introduce Extended Call Control variables.
• Introduce Audio files.

Module 3: Unified CCE Inbound Agent Considerations

• Describe the functions of the CTI Server.
• List the UCCE supported desk top options.
• Describe the CTI architecture and features of the Finesse desktop.
• Examine the Finesse Agent and Supervisor desktops.
• Define the features of the CTI OS Server.
• Examine the CTI OS client architecture and desktop functionality.
• Examine the features and functionality of the CTI OS client agent and supervisor desktops.
• Introduce the Solutions Plus reselling program for third party CRM products.
• Summarize CTI Design considerations and implications on overall solutions.
• Describe how ICM will manage ACD functions.
• Identify the primary functions of the Configuration Manager tool for configuring for Agent functionality.
• Recognize how to configure Agent Desk Settings and why they are necessary.
• Identify how to add a skill group on the CUCM.
• Identify how to create an agent and associate the agent to a skill group.
• Examine how to set up agent targeting rules.
• 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 CUCM application user to support agent functionality.
• Describe the steps required to configure a UCCM agent IP phone.
• Identify how UCM Partitions and Calling Search Spaces configurations are deployed to manage UCM phones.
• Review ICM initial logic.
• Identify how to script nodes to establish a connection to the LAA.
• Demonstrate steps to saving and scheduling a routing script.
• Identify call tracer as a script test tool.
• Describe how to login an agent and take a test call.

Module 4: Unified CCE IVR/VRU Functionality

• Identify how to use ICM script editor to implement ECC variables, microapps and media files.
• Examine scripting with microapplications and ECC variables.
• Identify how to access media servers and media files provided with CVP server installation.
• Examine the use of gateway prompt caching methods to optimize performance.
• ICM Microapps
• List the configuration steps of the Cisco Unified ICM Enterprise.
• Examine how to build and schedule scripts using microapps.

Module 5: Additional UCCE Considerations

• Discuss how call types can be configured and deployed as reporting touch points in an ICM routing script.
• Examine how to manage agents, skill groups, trunk groups and service by generating reports.
• Examine skills-based routing and the migration toward precision routing.
• Examine a typical precision routing requirement.
• Examine scenario solution using skills based routing.
• Identify how to use the CCE Web Administration interface to configure PCCE.
• 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 RONA calls behavior and discuss contingency treatment of such calls.

Module 6: VXML Implementation

• Identify the benefits and challenges of using VXML.
• Provide an overview of the application of VXML in a CVP deployment.
• Configure VXML Server settings using CVP Ops Console.
• Examine the basic features of Call Studio and build a basic application.
• Deploy call studio project and ensure correct deployment.
• Integrate ICM script with VXML application to pass data to and fro.

Module 7: Cisco Unified Intelligence Center Reporting

• Introduce the features and benefits of CUIC.
• Define various CUIC deployment models used with CUIC controller subscribers.
• Describe the data bases associated with CUIC.
• Introduce the CUIC steps to personalizing CUIC report presentations.
• List the additional features of the CUIC.
• Navigate the Unified IC user interface to create dashboards, reports and value lists, manage data sources, and set up security and schedulers.
• Access, run and modify stock reports using CUIC reporting.
• Define dashboards and describe how they are used.

Labs

• Overview of the AUCCE1 Lab Environment
• Explore the Voice Gateway
• Explore CVP and ICM Servers
• Tools and Utilities for Administering ICM Dialed Numbers and Call Types
• Prepare a Simple Label Script
• Using ICM Tools for ICM Scripts
• Configure ICM for Agent Functionality
• Configure UCM for Agent Functionality
• Install Agent/Supervisor Desktop (CTI OS) and Test Login
• Basic Skill Group Functionality in an ICM Script
• Media Files and Variables in ICM Scripts
• Basic IVR Scripting with Microapps
• Configuring CCE for Monitoring and Reporting
• Configuring and using Precision Queues
• RONA
• Implement Administrative Scripts
• Configure Calls Using SIP with Proxy (3XY2): (Optional)
• CTI Route Points for UCCE Calls and Transfers:
• CCMP
• VXML Server Configuration and Call Studio Installation
• Create and Deploy a Cisco Unified Call Studio Project
• Integrate VXML Applications with ICM Script
• More CUIC Reports