Description

Course Overview

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Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE Part 2) is an Advanced 5 day instructor-led course for system engineers and customers who will be involved with day 2 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!

Target Audience

The primary audience for this course is as follows:

Cisco Unified Communications system channel partners and resellers
Day 2 support personnel responsible advanced administration and support of the UCCE environment

Prerequisites

The knowledge and skills that a learner should have before attending this course are as follows:

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. Take the VFCC course, by example!

Course Objectives

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.

Course Outline

Module and Lab Details Available in Full Course Outline

Module 1: Cisco Unified Contact Center Enterprise Foundations

Lesson 1: Introducing UCCE
Lesson 2: Unified CCE Architecture and Components
Lesson 3: UCCE Terms, Routing and Additional Components
Lesson 4: Accessing UCCE Tools

Module 2: CCE Configuration and Scripting Review

Lesson 1: Configuration Manager and Script Editor Review
Lesson 2: CTI Review
Lesson 3: Agent Skill Review
Lesson 4: Microapps and Media File Review
Lesson 5: Precision Routing Review
Lesson 6: Transfers and RONA Review
Lesson 7: Mobile Agents

Module 3: Implementing Business Rules

Lesson 1: Advanced Scripting and Routing
Lesson 2: ICM Scripting Variables, Expressions, Formulae and Functions
Lesson 3: Creating and Admin Script for Time of Day Routing
Lesson 4: Creating Feature Control Sets and Users

Module 4: CCE VXML Solution

Lesson 1: Basic VXML Functionality
Lesson 2: Installing and Configuring VXML solution
Lesson 3: Basic VXML – SQL Database Lookup
Lesson 4: Exploring Courtesy Callback
Lesson 5: Agent Greeting

Module 5: CCE Outbound

Lesson 1: Introduction to Outbound Option
Lesson 2: Configuring Outbound Option for Agent and IVR Campaigns

Module 6: CCE Support considerations

Lesson 1: Supporting UCCE
Lesson 2: Diagnostic Framework Suite
Lesson 3: UCCE Support
Lesson 4: Tracking an Agent call through the Database

Lab Outline

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

AUCCE 2 – Administering Unified Contact Center Enterprise Part 2