Cisco Packaged UCCE Administration & Troubleshooting Training

• 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

Lesson 2: 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

Lesson 3: Cisco Unified CCE Options

Optional Cisco Unified CCE Components

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

Lesson 4: 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

Module 2. Implementing Business Rules

Lesson 1: 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

Lesson 2: ICM Scripting Variables, Expressions, Formulas, and Functions

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

Lesson 3: Silent Monitoring and Recording

• Network-Based Recording
  
• Phone-Based Recording

Lesson 4: Advanced CVP Configurations

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

Module 3. Using Finesse Administration

Lesson 1: Finesse Overview

• Define Finesse
• Finesse Architecture
• Finesse Gadgets

Lesson 2: Finesse Administration

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

Lesson 3: Finesse IP Phone Agent

• Define IP Phone Agent
• Configuring IP Phone Agent

Module 4. Using CVP VoiceXML Applications

Lesson 1: Basic VoiceXML Functionality

• Describe VoiceXML Applications
• Configuring for VoiceXML

Lesson 2: 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

Lesson 3: ICM Scripting for VoiceXML Applications

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

Lesson 4: 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

Module 5. Translation Routing

Lesson 1: Traditional Translation Routing

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

Lesson 2: Translation Routing to CVP

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

Module 6. Configuring Cisco Unified CCE Options

Lesson 1: Cisco Outbound Option

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

Lesson 2: Courtesy Callback

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

Lesson 3: Agent Greeting/Whisper Announcements

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

Lesson 4: Mobile Agent

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

Module 7. CUIC Reporting for the Advanced User

Lesson 1: CUIC Overview

• Review CUIC basics

Lesson 2: CUIC Administration

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

Lesson 3: Importing and Using CVP Reports

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

Lesson 4: 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