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AUCCE-CVP - Administering Unified Contact Center Enterprise v8.x with CVP and IP-IVR

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Duration: 5 Days

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Course Information

Course Description

​Administering Unified Contact Center Enterprise v8.0 with CVP and IP-IVR (AUCC-CVP v8.0) is an instructor-led course for system engineers and customers who will be involved with day-to-day interaction with the Cisco Unified Contact Center Enterprise v8.0 (CCE) product. This course will give you an understanding of the Cisco Unified CCE v8.0 system, the Intelligent Contact Management (ICM) routing application, and Cisco Outbound Option. You will accomplish this by configuring the Cisco Unified CCE v8.0 software, use the ICM routing software to route calls from both Cisco Unified CVP as well as Cisco Unified IP IVR and from Cisco Unified Communications Manager.
This course includes supplemental information on Cisco Unified Contact Center Enterprise version 9.0. The information contained in the addendum covers topics related to significant feature changes that have been implemented since version 8.0. This material is presented as informational only and does not have any associated practice labs.

Course Objectives

​Upon completing this course, the learner will be able to meet these overall objectives:

  • Demonstrate an overall understanding of the Cisco Unified CCE v8.0 system, the Intelligent Contact Management (ICM) routing application, and its environment
  • Configure a Cisco Unified CCE v8.0 system that routes from Cisco Unified CVP and Cisco Unified IP IVR
  • Describe ICM users and feature control sets, various ICM configuration utilities, ICM variables, and create routing options using an external SQL Database
  • Understand administrative scripting, translation routing concepts, and how translation routing operates
  • Configure a new Cisco Unified CCE v8.0 system that routes from Cisco Unified Communications Manager v8.0
  • Understand the Cisco Outbound Option components and how to configure an outbound dialer, import rule, query rule, and a campaign
  • Describe basic reporting characteristics of Cisco Unified Intelligence Center

Course Audience

​The primary audience for this course is as follows:

  • Cisco Unified Communications system channel partners and resellers
  • System engineers
The secondary audience for this course is as follows:
  • Customers who will be configuring and maintaining the Cisco Unified Contact Center Enterprise products

Course Outline

​

Module 1: Cisco Unified Contact Center Enterprise v8.0 Product Overview
Lesson 1: Presenting Cisco Unified Contact Center Enterprise v8.0
    • Cisco Unified Contact Center Enterprise v8.0
    • Benefits of Cisco Unified Contact Center Enterprise v8.0
    • Cisco Unified Contact Center Enterprise v8.0 Options
    • PPDIOO
Lesson 2: Call Routing Options
    • Carrier-Based Routing
    • Private Network Routing
    • Carrier-Based Routing with Cisco Unified CCE v8.0
    • Benefits of Routing with Cisco Unified CCE v8.0
Lesson 3: Components of Cisco Unified Contact Center Enterprise v8.0
    • ICM Components
    • ICM Databases
    • ICM Terms
Lesson 4: Intelligent Contact Management Routing Techniques
    • ICM Pre-Route
    • ICM Post-Route
Module 2: Configuring Cisco Unified Contact Center Enterprise v8.0
Lesson 1: Introduction
    • Cisco Unified CCE v8.0 Architecture
    • Parent/Child Deployment Model
    • Cisco Unified CCE v8.0 Call Flows
Lesson 2: Integrating Cisco Unified Communications Manager v8.0
    • Defining Cisco Unified Communications Manager v8.0
    • Cisco Unified Communications Manager v8.0 Configuration
    • Integrating Cisco Unified Communications Manager v8.0
Lesson 3: Integrating Cisco Unified Customer Voice Portal
    • Defining Cisco Unified CVP
    • Components of Cisco Unified CVP
    • Cisco Unified CVP Call Flows
    • Integrating Cisco Unified CVP into the UCCE solution
Lesson 4: Cisco Unified CCE v8.0 Configurations
    • Defining the Administration and Data Server
    • ICM Configuration
Lesson 5: Agent Desktop Options
    • Defining Cisco CTI
    • Defining CTI OS Toolkit
    • Defining Cisco Agent Desktop
    • Defining CRM Connectors
Lesson 6: Using the Cisco Unified CCE v8.0 Script Editor
    • Describing ICM Script Editor
    • Working with ICM Script Editor
    • Testing a Script
Module 3: Extended Functions
Lesson 1: Creating Feature Control Sets and Users
    • Feature Control Sets and Users
    • User Permissions
    • Internet Script Editor
Lesson 2: Using Script Editor Utilities
    • Finding Objects and Their Associations
    • Exporting and Importing Scripts
    • Renaming and Deleting Objects
    • Default Labels
Lesson 3: Creating and Using Cisco Unified CCE v8.0 Variables
    • Define ICM Variables
    • Peripheral Variables
    • Expanded Call Variables
    • User Variables
Lesson 4: Configuring Access to an External Database
    • Class Database
    • DB Lookup Script Node
    • External Database Configuration
    • Scripting for External Database Access
Lesson 5: Adding Multiple Skill Groups
    • Using the CED Script Node
    • Using the Formula Editor
    • Using the Route Select Script Node
Module 4: Administrative Scripts and Translation Routing
Lesson 1: Understanding Administrative Scripts
    • Defining Administrative Scripts
    • Creating User Variables
    • Creating an Administrative Script
Lesson 2: Understanding Translation Routing
    • Defining Translation Routing
    • How Translation Routing Works
Module 5: Configuring a Second Peripheral
Lesson 1: Integrating Cisco Unified IP IVR
    • Defining Cisco Unified IP IVR
    • Cisco Unified IP IVR Script Editor
    • Integrating Cisco Unified IP IVR
    • Cisco Unified IP IVR Call Control Processes
Lesson 2: New Peripheral Basic Configuration
    • Basic ICM Configuration
    • Cisco Unified Communications Manager v8.0 Configuration
    • ICM Scripting
Lesson 3: Creating Translation Routes for Cisco Unified Contact Center Enterprise v8.0
    • Cisco Unified CCE v8.0 Translation Routing
    • Translation Route Configuration Requirements
    • Using the Translation Route Wizard
    • Scripting for Translation Routing
Lesson 4: Enterprise Services and Skill Groups
    • Defining Enterprise Services and Skill Groups
    • Scripting for Enterprise Skill Groups
Module 6: Configuring Cisco Outbound Option
Lesson 1: Cisco Outbound Option Overview
    • Cisco Outbound Option
    • Outbound Campaign Call Processing
    • Outbound Configuration Summary
Lesson 2: Cisco Outbound Option Configuration
    • Basic Outbound Configuration
    • Creating Dialer Ports
    • Campaign Configuration
    • ICM scripting for Outbound Dialing
Module 7: Cisco Unified Intelligence Center
Lesson 1: Cisco Unified IC Overview
    • Cisco Unified IC Benefits and Features
    • Cisco Unified IC Deployment Models
    • Additional Features
Lesson 2: Cisco Unified IC Reporting
    • Accessing Reporting Data
    • Cisco Unified CCE Stock Reports
    • Cisco Unified CVP Stock Reports
    • Running Cisco Unified IC Reports
Addendum 1: Release Note Summaries
  • Release Notes 8.5(1)
  • Release Notes 8.5(2)
  • Release Notes 8.5(3)
  • Release Notes 8.5(4)
  • Release Notes 9.0(1)
Addendum 2: Hardware, Software and Compatibility
  • ICM 9.0(x) Hardware
    • Types of hardware supported
    • Server Classes
    • Collocated deployments
  • ICM/UCCE 9.0(x) Software
    • Windows support
    • SQL Server support
    • Client platforms
  • Compatibility
    • Version and product compatibility
    • Parent/Child compatibility
    • NAM/CICM compatibility
Addendum 3: Congestion Control
  • Congestion Control basics
  • Congestion Control thresholds and treatment modes
  • Congestion Control Serviceability
  • Troubleshooting Congestion Control issues
Addendum 4: Precision Routing
  • Define Precision Routing and terminology
  • Configuring Precision Routing
  • Reporting on Precision Queues
  • Troubleshooting Precision Queues
Addendum 5: Packaged Contact Center Enterprise
  • Describe Packaged CCE
  • Describe the deployment models and options available with Packaged CCE
  • Deploying Packaged CCE
  • Describe Packaged CCE web administration and APIs
Addendum 6: Finesse
  • Finesse Pre-Requisites and Installation
  • High Level Architecture
  • Finesse Web Services Overview
  • Finesse Gadgets
  • Finesse Administration
  • Finesse Troubleshooting
Lab Outline
Lab 2-1: Configuring Cisco Unified Communications Manager
Lab 2-2: Configuring Cisco Unified CVP
Lab 2-3: ICM Configurations
Lab 2-4: Using Cisco Unified CCE Script Editor
Lab 3-1: Configuring Feature Control Sets and ICM Users and Using Internet Script Editor
Lab 3-2: Using Script Editor Utilities
Lab 3-3: Accessing an External SQL Server Database
Lab 3-4: Adding Multiple Skill Groups
Lab 4-1: Using Administrative Scripts
Lab 5-1: Configuring Cisco Unified IP IVR
Lab 5-2: Configuring a Second Peripheral
Lab 5-3: Configuring Translation Routes
Lab 5-4: Configuring and Scripting for Enterprise Skill Groups
Lab 6-1: Cisco Outbound Option Configuration

Course Prerequisites

​The knowledge and skills that a learner must have before attending this course are as follows:

  • Familiarity with call center operations
  • Microsoft Active Directory
  • Microsoft Windows 2003
  • Microsoft SQL Server 2005
Course Schedule
This course is not scheduled yet.

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