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AUCCE1 - Administering Cisco Unified Contact Center Enterprise v2.0, Part 1
AUCCE1 - Administering Cisco Unified Contact Center Enterprise v2.0, Part 1
Overview
Duration: 5.0 days
The Administering Cisco Unified Contact Center Enterprise Part 1 is a 5 day instructor-led certification & training course presented by training partners to system engineers and customers who will be involved with Day 2 support of a UCCE solution deployed in a CVP comprehensive environment. This course describes 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
Objectives
Upon completion of this course, you will be able to:
- Identify the 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
Content
Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
- Lesson 1-1: Introducing UCCE
- Lesson 1-2: Unified CCE Components and Architecture
- Lesson 1-3: UCCE Terms, Routing and Additional Components
- Lesson 1-4: Accessing UCCE Tools
Module 2: UCCE Configuration and Scripting
- Lesson 2-1: Configuration Manager
- Lesson 2-2: Script Editor Overview
- Lesson 2-3: Scripting for CVP
Module 3: Unified CCE Inbound Agent Considerations
- Lesson 3-1: CTI Options Overview
- Lesson 3-2: Configuring ICM for Agent Functionality
- Lesson 3-3: Configuring UCM for Agent Functionality
- Lesson 3-4: Scripting ICM for Agent Functionality
Module 4: Unified CCE IVR/VRU Functionality
- Lesson 4-1: Basic IVR Scripting with Microapps
- Lesson 4-2: ICM Microapps
- Lesson 4-3: Cisco Unified ICM Enterprise Scripting Using Micro applications
Module 5: Additional UCCE Considerations
- Lesson 5-1: ICM Considerations for Reporting and Monitoring
- Lesson 5-2: Precision Routing
- Lesson 5-3: RONA
Module 6: VXML Implementation
- Lesson 6-1: Basic VXML Functionality
- Lesson 6-2: Installing and Configuring VXML
Module 7: Cisco Unified Intelligence Center Reporting
- Lesson 7-1: Cisco Unified IC Overview
- Lesson 7-2: Cisco CUIC Reporting
Lab Details:
- 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 (Nothing Fancy Yet)
- Lab 3-2: Configure UCM for Agent Functionality
- Lab 3-3: Install Agent/Supervisor Desktop (CTI OS) 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 (3XY2)
- Lab 5-6: CTI Route Points for UCCE Calls and Transfers
- 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
Audience
- Channel Partner / Reseller
- Customer
- Employee
Prerequisites
It is recommended, but not required, to have the following skills and knowledge before attending this course:
- 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.
Certification
This course is part of the following Certifications:
- Voice / UC
- Cisco Unified Contact Center Enterprise Specialist
Lịch khai giảng
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