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AUCCE2 - Administering Cisco Unified Contact Center Enterprise Part 2, v10.x

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Duration: 5 Days

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Course Information

Course Description

​Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2) is a 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 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 AUCCE1 course or equivalent prior experience is a prerequisite for attending this course.

Course Objectives

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

  • Identify the basic components and operations of the Unified CCE solution.
  • Configure and script a basic UCCE CVP deployment.
  • Implement business rules as they apply to scripting and routing in Unified CM.
  • Install a basic CCE VXML Solution
  • Install, configure and run a CCE Outbound Option Campaign.
  • Describe how to support CCE.

Course Audience

​The primary audience for this course is as follows:

  • Cisco Unified Communications system channel partners and resellers.
  • Day 2 support personnel responsible for advanced administration and support of the UCCE environment.

Course Outline

​Course Introduction


Overview

Learner Prerequisite Skills and Knowledge

Course Goal and Objectives

Course Flow

Additional References

Your Training Curriculum

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations

Lesson 1: Introducing UCCE

Unified CCE Overview

Attributes of Cisco Unified CCE

Cisco Unified CCE Components

Unified CCE Naming Conventions

Cisco Unified CCE Options

Agent Desktop Options

Whats New


Lesson 2: Unified CCE Architecture and Components

Overview

Voice Gateways

Cisco Unified Communications Manager (UCM)

Agent Phones and Features

Intelligent Contact Manager (ICM)

Customer Voice Portal (CVP)

VXML

Features of Unified CVP


Lesson 3: UCCE Terms, Routing and Additional Components

Unified CCE Terms

Unified CCE Call Flow Types

Additional Unified CCE Components

Contact Center Management Portal (CCMP)

Cisco Unified Intelligence Center

Geographic Dependencies/CCE Networks

Packaged Contact Center Enterprise (PCCE)


Lesson 4: Accessing UCCE Tools

Accessing UCM

Accessing ICM

Accessing CVP

Accessing Voice Gateways

Accessing CCMP

Module 2: CCE Configuration and Scripting Review

Lesson 1: Configuration Manager and Script Editor Review

Configuration Manager Review

Script Editor Review


Lesson 2: CTI Review

CTI Review

Finesse

CTI OS Server

CTI OS Client

Cisco Agent Desktop

Agent States


Lesson 3: Agent Skill Review

Agent Functionality: ICM Configuration Steps

Agent Login

Agent Functionality: UCM Configuration Steps

UCM Application User

Configuring Agent IP phones for Unified CCE

Agent phone / JTAPI User Association


Lesson 4: Microapps and Media File Review

Microapps

Understanding Media Server and Audio Files

Audio Prompt Gateway Considerations

Implementing Microapps in an ICM Script


Lesson 5: Precision Routing Review

Precision Routing Overview

Implementing Precision Routing

Agents and Attributes

Precision Queues

CCE Scripting for Precision Routing

Precision Routing Limitations and Reporting


Lesson 6: Transfers and RONA Review

Transfer Types Overview

Subsequent Transfer Considerations

ICM Configuration Steps

UCM Configuration Steps

RONA


Lesson 7: Mobile Agents

Mobile Agent Review

Mobile Agent Configuration to Support CCE

Module 3: Implementing Business Rules

Lesson 1: Advanced Scripting and Routing

Script Editor Advanced Features and Tools

Best Practice ICM Scripting for Reporting

Region / Area Code Routing

Call Types vs. Requalify

Route Select

Congestion Control

Multiline

Dealing with IVR Node Results

Supervisor Assistance Scripts

Emergency Assistance Scripts

Reason Codes


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

Variables

Formula Editor

Using Built-In Functions

Custom Functions


Lesson 3: Creating an Administrative Script for Time of Day Routing

Administrative Scripts Overview

Building an Admin Script

Scheduling an Admin Script

Testing an Admin Script


Lesson 4: Creating Feature Control Sets and Users

Feature Control Sets

ICM Users

Internet Script Editor


Lesson 5: Silent Monitoring and Recording

Silent Monitor Overview

Configuring Unified CM-Based Silent Monitoring

Configuring CTI OS-Based Silent Monitoring

Silent Monitoring Logs

Module 4: CCE VXML Solution

Lesson 1: Basic VXML Functionality

What is VXML

Cisco Unified CVP VXML Solution


Lesson 2: Installing and Configuring VXML Solution

Cisco Unified CVP VXML Server Configuration

Cisco Unified Call Studio Project Configuration

Project Deployment and VXML Server Maintenance Tasks

ICM Considerations for VXML Application Support


Lesson 3: Basic VXML SQL Database Lookup

Overview

SQL/JDBC/JNDI Configuration

Call Studio Configuration

ICM Scripting and Testing


Lesson 4: Exploring Courtesy Callback

What is Courtesy Callback?

Courtesy Callback Call Flow

Courtesy Callback Considerations

Configuring Courtesy Callback


Lesson 5: Agent Greeting

Agent Greeting Overview

Deployment Considerations

ICM Configuration

Verification

Module 5: UCCE Outbound Option

Lesson 1: Outbound Option

Outbound Option Overview

Outbound Option Components

Dialer Types

Dialing Modes

Outbound Campaign Features

SIP Call Flows

SIP Dialer Design Considerations

Voice Gateway Design Considerations


Lesson 2: Configuring Outbound Option for Agent and IVR Campaigns

Campaign Types Overview

Prerequisite Configurations for Outbound Campaigns

Agent-Based Campaign

Agent-Based Campaign Scripting

Answering Machine Detection

Callbacks

IVR-Based Campaign Configuration

IVR-Based Campaign Scripting

Module 6: CCE Support Considerations

Lesson 1: Supporting UCCE

Troubleshooting Methodology for UCCE

Importance of Accurate Troubleshooting Information

Contacting Cisco TAC


Lesson 2: Diagnostic Framework Suite

Diagnostic Framework Suite Review

Analysis Manager

Unified System CLI

Diagnostic Framework Portico


Lesson 3: UCCE Support

ICM Support

CVP Support

Gateway Support

UCM Support


Lesson 4: Tracking an Agent Call Through the Database

TCD and RCD Overview

Querying RCD and TCD Records


Course Prerequisites

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

  • Attendance in AUCCE Part 1 (AUCCE1) or equivalent real world experience is a requirement to attend this course.
  • Working knowledge of Unified Communications Manager and Voice Gateways would be very helpful.

Course Schedule
This course is not scheduled yet.