AUCCE 1 10.0: Administering Unified Contact Center Enterprise Part 1
| - December 5, 2016
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
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.
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.
- 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
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.
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 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