AUCCE1 - Administering Cisco Unified Contact Center Enterprise, Part 1 v10.0

COURSE OUTLINE:

Description

This course is intended for system engineers and customers who will be involved with 'Day 2' support of a UCCE solution deployed in a CVP comprehensive environment. You will learn the requirements for performing 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.

Audience

  • Channel partners and field support personnel who are responsible for sales, implementation, or administration of a Cisco Unified Contact Center and VRU implementation in customer enterprise networks, specifically individuals filling these roles
  • Day 1 and Day 2 support personnel
  • Managers overseeing UCCE deployments

Prerequisites

  • 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
  • Basic understanding of contact center operations

Learning Objectives

  • Basic components and operations of the Unified CCE solution
  • Configure and script a basic UCCE CVP deployment
  • Perform the ICM configuration tasks required to support basic agent functionality
  • Build and test a basic ICM script utilizing microapps
  • Configure and script UCCE to support reporting requirements, precision queuing and RONA
  • Deploy the CVP VXML component in a Unified CCE solution successfully
  • Generate basic reports using Cisco Unified IC

1. Course Introduction

  • Overview
  • Learner Prerequisite Skills and Knowledge
  • Course Goal and Objectives
  • Course Flow
  • Additional References
  • Your Training Curriculum

2. Cisco Unified Contact Center Enterprise v10 Foundations

  • Introducing UCCE
  • Unified CCE Components and Architecture
  • UCCE Terms, Routing and Additional Components
  • Accessing UCCE Tools

3. UCCE Configuration and Scripting

  • Configuration Manager
  • Script Editor Overview
  • Scripting for CVP

4. Unified CCE Inbound Agent Considerations

  • CTI Options Overview
  • Configuring ICM for Agent Functionality
  • Configuring UCM for Agent Functionality
  • Scripting ICM for Agent Functionality

5. Unified CCE IVR/VRU Functionality

  • Basic IVR Scripting with Microapps
  • ICM Microapps
  • Cisco Unified ICM Enterprise Scripting Using Microapplications

6. Additional UCCE Considerations

  • ICM Considerations for Reporting and Monitoring
  • Precision Routing
  • RONA

7. VXML Implementation

  • Basic VXML Functionality
  • Installing and Configuring VXML

8. Cisco Unified Intelligence Center Reporting

  • Cisco Unified IC Overview
  • Cisco CUIC Reporting