Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2) 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 Cisco UCCE 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. The overall goal of this online Cisco IT class is to develop advanced administration of the solution by a deeper exposure into the technical operational requirements and the tools used to configure and ensure functionality. Learn more about Administering Cisco Unified Contact Center Enterprise Part 2 by EnterOne below.
The course qualifies for 40 Cisco Continuing Education credits (CE) towards recertification.
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
- Working knowledge of Unified Communications Manager and Voice Gateways would be really helpful.
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.
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: 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:
Labs are designed to assure learners a whole practical experience, through the following practical activities:
- 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: Administering ICM Dialed Numbers and Call Types
- Lab 2-2: Media Files and Variables in ICM Scripting
- Lab 2-3: Basic IVR Scripting with MicroApps
- Lab 2-4: Configure ICM for basic 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: CTI Route Point Initiated Calls
- Lab 2-11: Agent initiated transfers into UCCE using the ICM Dialed Number Plan
- Lab 2-12: Configure Calls using SIP with Proxy
- Lab 3-1: Administrative Scripting
- 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 Basic 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
- Lab 4-6: Agent Greeting
- Lab 5-1: Configure SIP Outbound Dialer Basic Agent Campaign
- Lab 5-2: Challenge Lab: Build IVR campaign
- Lab 6-1: Using Troubleshooting Tools
- Lab 6-2: Track a call thru RCD and TCD
- Lab 6-3: Instructor generated Break/Fix lab.
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