Call Us: 212-730-5900

AUCCE 1 10.0: Administering Unified Contact Center Enterprise Part 1

AUCCE 1 10.0: Administering Unified Contact Center Enterprise Part 1


Guaranteed to Run Class - December 5, 2016
Vendor: Cisco - Cisco Unified Contact Center
Course # AUCCE 1
Course Starts On: December 5, 2016 - January 23, 2017 - February 27, 2017 -
Length of the Course: 5 Days
Price: $3,995 – Click Here to Pre Register

Overview

Course Overview

Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE Part 1) is a 5-day instructor-led course intended for system engineers and customers who will be involved with day 2 support of a UCCE solution deployed in a CVP comprehensive environment.

AUCCE Part 1 course gives the learner an understanding of the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound/outbound UCCE environment. This course is intended for those administering the solution, or who may be responsible for Level 1-2 support of the solution. This course also serves as a good stepping-stone for the corresponding Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE Part 2) course, and should be considered as a prerequisite before taking Part 2. This course is also a good companion course to the DUCCE course, which covers more detail on the installation/maintenance of the UCCE solution.

The overall goal of this course is to build an effective administrator of the solution by exposing the technical requirements of the solution and utilizing the solution tools for effective operation. The learner will be exposed to CCE (ICM) and VXML scripting in this course to ensure basic competence with the solution. For advanced scripting topics, refer to the AUCCE Part 2 or the CVPD course.

If you are using an earlier version of UCCE, you will benefit from these trainings. Although we use 10.x in the classes, skills taught will be equivalent and still of value to you.

Target Audience

The primary audience for this course is as follows:

  • Cisco Unified Communications system channel partners and resellers responsible for the Sales, Implementation or Support of a UCCE solution
  • Day 1 and Day 2 support personnel responsible for the daily add/move/change of the UCCE environment

The secondary audience for this course is as follows:

  • Managers, team-leads, business liaison personnel or anyone who needs to be remotely involved in the UCCE solution and have a better overall understanding of its function.

Prerequisites

  • The knowledge and skills that a learner should have before attending this course are as follows:
  • Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, switch) is helpful but not required
  • Working knowledge of a Windows computer including a mouse and the simultaneous use of the Alt-Tab keys is required.
  • Working knowledge of Unified Communications Manager and Voice Gateways would be really helpful. Take the VFCC course, by example
  • A basic understanding of contact center operations

Course Objectives

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

  • Demonstrate an overall understanding of the Cisco Unified CCE v10.x solution from a component functional level.
  • Demonstrate basic proficiency with add/move/change of the ACD/PBX (agent/skill) environment of UCCE.
  • Demonstrate basic proficiency with add/move/change of the IVR (prompt/collect/queue) environment of UCCE including both MicroApp and VXML solution scripting (ICM Scripting and Call Studio scripting).
  • Configure a Supervisor to enable CUIC Reporting functionality including running stock reports and creating dashboards.

 

Product Description

Module 1: Cisco Unified Contact Center Enterprise v10 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: UCCE Configuration and Scripting

Lesson 1: Configuration Manager

Lesson 2: ICM Script Editor Overview

Lesson 3: Scripting for CVP 

 

Module 3: CCE Inbound Agent Considerations 

Lesson 1: CTI Options Overview

Lesson 2: Configure ICM for Agent Functionality

Lesson 3: Configure UCM for Agent Functionality

Lesson 4: Scripting ICM for Agent Functionality 

 

Module 4: Unified CCE IVR/VRU Functionality

Lesson 1: Basic IVR Scripting with MicroApps

Lesson 2: ICM MicroApps

Lesson 3: ICM Scripting Using MicroApps 

 

Module 5: Additional UCCE Considerations

Lesson 1: ICM Considerations for Reporting and Monitoring

Lesson 2: Precision Routing

Lesson 3: RONA 

 

Module 6: External VXML Implementation

Lesson 1: Basic VXML Functionality

Lesson 2: Installing and Configuring VXML 

 

Module 7: Cisco Unified Intelligence Center (CUIC) Reporting

Lesson 1: CUIC Overview

Lesson 2: CUIC Reporting 

 

Lab Outline:

Lab 1-1: Check out the Lab Environment

Lab 1-2: Explore Voice Gateway

Lab 1-3: Explore CVP and ICM Servers

Lab 2-1: Tools and Utilities for Administering ICM Dialed Numbers and Call Types

Lab 2-2: Prepare a simple Label Script

Lab 2-3: Using ICM Tools for ICM Scripts

Lab 3-1: Configure ICM for Agent Functionality

Lab 3-2: Configure UCM for Agent Functionality

Lab 3-3: Install Agent/Supervisor Desktop and test login  

Lab 3-4: Basic Skill Group functionality in an ICM Script

Lab 4-1: Media Files and Variables in ICM Scripts  

Lab 4-2: Basic IVR Scripting with MicroApps

Lab 5-1: Configuring CCE for Monitoring and Reporting

Lab 5-2: Configuring and using Precision Queues

Lab 5-3: RONA

Lab 5-4: Implement Administrative Scripts

Lab 5-5: Configure Calls Using SIP with Proxy

Lab 5-6: CTI Route Points for UCCE Calls and Transfers

Lab 5-7: CCMP

Lab 6-1: VXML Server Configuration and Call Studio Installation

Lab 6-2: Create and Deploy a Cisco Unified Call Studio Project

Lab 6-3: Integrate VXML Applications with ICM Script

Lab 7-1: More CUIC Reports, including a Dashboard of our favorite reports

 

Address

39 West 37th Street
11th floor
New York, NY 10018
Phone: (212) 730-5900
Fax: (212) 730-4411
Website: http://Netlan.com
Email: Info@Netlan.com

Follow Us