AUCCE2 – Administering Cisco Unified Contact Center Enterprise, Part 2 – Knowledge Club

AUCCE2 – Administering Cisco Unified Contact Center Enterprise, Part 2

Teacher

Mandy Jackson

Category

CISCO Cisco Contact Center Enterprise Collaboration

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The Course Name: AUCCE2 - Administering Cisco Unified Contact Center Enterprise, Part 2

 

The Duration: 5 Days

 

The Overview:

 

The purpose of this course is to teach participants 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 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.

 

What You Will Learn:

 

  •              How to identify the basic components and operations of the Unified CCE solution.
  •              How to configure and script a basic UCCE CVP deployment.
  •              How to implement business rules as they apply to scripting and routing in Unified CM.
  •              How to install a basic CCE VXML Solution
  •              How to install, configure and run a CCE Outbound Option Campaign.
  •              How to describe how to support CCE.

 

The Course Index:

 

  1. Course Introduction
  2. Cisco Unified Contact Center Enterprise
  • Introducing UCCE
  • Unified CCE Architecture and Components
  • UCCE Terms, Routing and Additional Components
  • Accessing UCCE Tools
  1. CCE Configuration and Scripting Review
  • Configuration Manager and Script Editor Review
  • CTI Review
  • Agent Skill Review
  • Microapps and Media File Review
  • Precision Routing Review
  • Transfers and RONA Review
  • Mobile Agents
  1. Implementing Business Rules
  • Advanced Scripting and Routing
  • ICM Scripting Variables, Expressions, Formulas and Functions
  • Creating an Administrative Script for Time of Day Routing
  • Creating Feature Control Sets and Users
  • Silent Monitoring and Recording
  1. CCE VXML Solution
  • Basic VXML Functionality
  • Installing and Configuring VXML Solution
  • Basic VXML SQL Database Lookup
  • Exploring Courtesy Callback
  • Agent Greeting
  1. UCCE Outbound Option
  • Outbound Option
  • Configuring Outbound Option for Agent and IVR Campaigns
  1. CCE Support Considerations
  • Supporting UCCE
  • Diagnostic Framework Suite
  • UCCE Support
  • Tracking an Agent Call Through the Database

 

Labs:

 

Lab 1: Setting Up Your VPN and SIP Phone

Lab 2: Configuring Cisco Unified Communications Manager

Lab 3: Explore Your Voice Gateway (Ingress/VXML)

Lab 4: Explore CVP and ICM Servers

Lab 5: Tools and Utilities for Administering ICM Dialed Numbers and Call Types

Lab 6: Configure ICM for Basic Agent and Skill Group Functionality

Lab 7: Install CTIOS Agent Desktop

Lab 8: Testing Basic Skill Group Functionality in an ICM Script

Lab 9: Media Files and Variables in ICM Scripting

Lab 10: Basic IVR Scripting with MicroApps

Lab 11: Configure CCE for Monitoring and Reporting

Lab 12: Configuring Precision Routing

Lab 13: Configuring Ring No Answer (RONA)

Lab 14: CTI Route Point Initiated Calls

Lab 15: Configure Agent Transfers via Unified CCE DN Plan

Lab 16: Implement Administrative Script

Lab 17: Feature Control Sets and Users

Lab 18: VXML Server Configuration and Call Studio Installation

Lab 19: Create and Deploy a Cisco Unified Call Studio Project

Lab 20: Integrate VXML Applications with an ICM Script

Lab 21: SQL DB Lookup Functionality for VXML

Lab 22: Implement Cisco Courtesy Callback

Lab 23: Agent Greeting

Lab 24: Configure Outbound Agent Campaign SCCP Dialer

Lab 25: Using Troubleshooting Tools

Lab 26: Track Call through RCD/TCD Records

Lab 27: Instructor Break/Fix Lab

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