Cisco UCCE Administration & Troubleshooting

Administering Unified Contact Center Enterprise with CVP - AUCCE

Cisco Unified Contact Center Enterprise Administration (UCCE-A) is a 5-day instructor-led course that prepares learners to administer the Cisco Unified CCE v12 solution. This course will provide the student with the basic knowledge to understand the Cisco Unified CCE deployment solution and requirements for basic ACD and IVR configurations to include using ICM Configuration Manager and associated utilities, setting up agents, providing for basic IVR activities, and using the Cisco Finesse Agent desktop.

Other Related Courses

• Cisco UCCE Deployment with CVP Training
• Cisco UCCE Advanced Scripting Training
• 10 Days Advanced Cisco UCCE Training

What is Included?

• 5 Days Instructor Led Training In Class or Online Access
• 200 Hours of Lab Access For Continue Practice
• Free Retake for up to 2 years
• Full UCCE Study Kits (value of $2.499 US for free)
• 24/7 Access during lab
• Email & Online Support
• Take Class Online if unable to attend lectures

Course Information

• Code : 1024-06
• Course Fee: $3,495 USD*
• Number of Days: 5 Days
• Cisco Learning Credit: Not Accepted
• Language: English
  

Course Agenda

Cisco Unified Contact Center Enterprise Overview

Presenting Cisco Unified Contact Center Enterprise

• Cisco Unified CCE Solutions
• New/Deprecated Features and Enhancements
• Cisco Unified CCE Reference Designs
• Cisco Unified CCE Reference Design Specifications
• Cisco Unified CCE Core Components
• Optional Cisco Components
• Optional Third-Party Components
• Cisco Unified CCE Solution Integrated Features
• Solution Administration
• Compatibility

Cisco Unified CCE Core Components

Cisco Unified Communications Manager

• Cisco Unified CM Cluster Nodes
• Cisco Unified CM Database Architecture
• Intracluster Communications
• Call Processing Subscriber Redundancy
• CTI Manager Service
• Partitions and Calling Search Spaces
• Basic Call Handling
• Agent Phones

Cisco Unified CCE/ICM

• Definitions
• Traditional ICM
• Traditional ICM Deployment Models
• ICM Components
• ICM Databases
• ICM Terms

Cisco Unified CVP

• Cisco Unified CVP Product Components
• Additional Components
• Cisco Unified CVP Functional Deployment Models

Cisco Unified CCE Options

• Optional Cisco Unified CCE Components
• Cisco Unified CCE Third-Party Components
• Cisco Unified CCE Integrated Features
• Solution Administration

Basic Call Flow Models

• Call Flow Types
• Traditional ICM Pre-route
• Traditional ICM Post-route
• Cisco Unified CCE Call Flow
• Traditional ICM Translation Routing
• Translation Route to VRU

Implementing Business Rules

Advanced Scripting and Routing

• Importing and Exporting ICM Scripts
• Script Explorer
• Script Locks
• Select Customer
• Find Node ID
• Script Real-time
• Script Queue Real-Time
• Reporting
• Area Code Routing
• Route Select Node
• Congestion Control
• Supervisor/Emergency Assistance Scripting

ICM Scripting Variables, Expressions, Formulas, and Functions

• Review ICM Variables
• Formula Editor
• Built-In Functions
• Custom Functions

Silent Monitoring and Recording

• Network-Based Recording
• Phone-Based Recording

Advanced CVP Configurations

• Configuring CVP Components
• CVP Outbound Messaging
• Uploading Scripts and Media

Using Finesse Administration

Finesse Overview

• Define Finesse
• Finesse Architecture
• Finesse Gadgets

Finesse Administration

• The Administration Interface
• Agent Request APIs
• Settings
• Call Variables Layouts
• Desktop Layout
• Phone Books
• Reasons
• Team Resources
• Workflows

Finesse IP Phone Agent

• Define IP Phone Agent
• Configuring IP Phone Agent

Using CVP VoiceXML Applications

Basic VoiceXML Functionality

• Describe VoiceXML Applications
• Configuring for VoiceXML

Using Call Studio

• Describe the Call Studio Environment
• Describe Elements and How to Configure Them
• Using Tag Substitution
• Starting a New Project
• Importing an Existing Project
• Validating and Saving a Project
• Deploying a Project as an Application
• Admin and Project Batch Files

ICM Scripting for VoiceXML Applications

• Invoking a VoiceXML Application
• ECC Variable Settings for VoiceXML Applications
• Passing Information To/From a VoiceXML Application

Accessing an External Database

• Overview of Database Access
• Adding a JDBC Driver
• Configuring the JNDI Context Information
• Using the Database Element in Call Studio
• Returning the Information to ICM

Translation Routing

Traditional Translation Routing

• Translation Routing Concepts
• Translation Routing Requirements
• Translation Routing Call Flow

Translation Routing to CVP

• Translation Routing Requirements
• Translation Routing Call Flow
• Translation Routing Configurations

Configuring Cisco Unified CCE Options

Cisco Outbound Option

• Define Outbound Option
• Outbound Components
• Configuring an Agent-Based Campaign
• Configuring an IVR-Based Campaign

Courtesy Callback

• Define Courtesy Callback
• Components of Courtesy Callback
• Call Flow
• Courtesy Callback Configurations
• ICM Scripting for Courtesy Callback

Agent Greeting/Whisper Announcements

• Define Agent Greeting and Whisper Announcements
• Creating Agent Greetings
• Creating Whisper Announcements
• Invoking Agent Greeting/Whisper Announcements

Mobile Agent

• Describe Mobile Agent
• Mobile Agent Call Modes
• Mobile Agent Requirements
• Mobile Agent Configurations

CUIC Reporting for the Advanced User

CUIC Overview

• Review CUIC basics

CUIC Administration

• User Management
• Device Management
• Control Center
• Report Scheduler Email Settings
• CCE User Integration

Importing and Using CVP Reports

• Find and Import CVP Stock Reports
• Run CVP Stock Reports
• Setting Up Gateway and Trunk Group Reporting

Custom Reporting

• Custom Reporting Requirements and Key Concepts
• Using Value Lists and Collections
• Understanding Report Definitions
• Creating a Report Definition
• Creating a New Report
• Call Detail Reporting

Upcoming Schedules