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Fast Track : Administering and Deploying Cisco Unified Contact Center Enterprise

This is a two week course combining both the deployment and administration of the Cisco Unified Contact Center Enterprise product (v10.x). Delegates will gain an understanding of the Cisco Unified CCE system, the Intelligent Contact Management (ICM) routing application, and the Cisco Outbound Option. Delegates will learn how to install and configure the Cisco Unified CCE software,and troubleshooting tools, and will be able to identify its deployment capabilities, processes and fault tolerance.

Using the ICM routing software you will be able to route calls from Cisco Unified IP IVR and from Cisco Unified Communications Manager. Configuration of the Cisco Outbound Option and the use of various ICM utilities will aid you in locating configuration errors .The Administering Cisco Unified Contact Center Enterprise Part 1, Administering Cisco Unified Contact Center Enterprise Part 2 and Deploying Cisco Unified Contact Center Enterprise courses all  required for Channel Partners looking to obtain their  Cisco UCCE ATP Accreditation.

Target Audience:

Cisco channel partners,resellers,system engineers and customers who will be configuring and maintaining the Cisco Unified Contact Center Enterprise products, as well as those partners looking to achieve the Cisco UCCE ATP.

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Learning Objectives

After you complete 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
  • 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
  • Use the available UCCE tools to complete a basic UCCE system installation
  • Discuss the installation and configuration steps required to support agent functionality in a UCCE deployment

Pre-Requisites

Attendees should meet the following prerequsites:

  • Familiarity with call center operations 
  • Microsoft Active Directory 
  • Microsoft Windows 2003 
  • Microsoft SQL Server 2005

Course Content

DUCCE - Course Introduction

  • Overview
  • Learner Prerequisite Skills and Knowledge
  • Course Goal and Objectives
  • Course Flow
  • Additional References
  • Your Training Curriculum

Cisco Unified Contact Center Enterprise v10 Foundations

  • Introducing UCCE
  • Unified CCE Architecture and Components
  • UCCE Terms, Routing and Additional Components
  • Accessing UCCE Tools

Preparing UCCE for Basic IVR Scripting

  • UCCE Protocols and Call Flows
  • Using Domain Manager
  • Introducing the Unified CCE Main Installer
  • Central Controller Installation
  • Installing Admin Data Servers and Clients
  • Configuring ICM for CVP
  • Configuring CVP for UCCE
  • UCCE Voice Gateway Internetworking Considerations
  • Basic IVR Scripting with Microapps

Preparing UCCE for Basic Agent Functionality

  • Configure UCM to Support UCCE
  • Installing UCCE CTI Software
  • UCCE Configuration and Scripting for Additional Agent and IVR Functionality

Installing and Configuring CCE VXML Solution

  • Basic VXML Functionality
  • Installing and Configuring VXML Solution
  • Exploring Courtesy Callback

Installing CCE Outbound Option

  • Introduction to Outbound Option
  • Outbound Option Installation and Configuration
  • Configuring Outbound Option for Agent and IVR Campaigns

Supporting CCE

  • ICM Processes
  • Diagnostic Framework Suite
  • UCCE Support
  • Service Assurance

Labs

  • Lab 1: Setting Up Your VPN and SIP Phone
  • Lab 2: Configuring Cisco Unified Communications Manager
  • Lab 3: Explore Your Voice Gateway (Ingress/VXML)
  • Lab 4: Install the ICM Main Installer
  • Lab 5: Install the ICM Central Controller and Admin and Data Server
  • Lab 6: Configure/Install PG for CVP and UCM
  • Lab 7: Install, Configure, and License CVP
  • Lab 8: Configure IOS Voice Gateway for CVP
  • Lab 9: Configure ICM for CVP Scripting
  • Lab 10: Prepare a Simple CVP Test Script
  • Lab 11: ICM Scripting with Microapps
  • Lab 12: Configure ICM for Basic Agent Functionality
  • Lab 13: Install CTI Components
  • Lab 14: CTI Route Point Initiated Calls
  • Lab 15: Implement Cisco Courtesy Callback
  • Lab 16: Configure Outbound Agent Campaign SCCP Dialer
  • Lab 17: Using Troubleshooting Tools

AUCCE1 - Additional UCCE Considerations

  • ICM Considerations for Reporting and Monitoring
  • Precision Routing
  • RONA

VXML Implementation

  • Basic VXML Functionality
  • Installing and Configuring VXML

Cisco Unified Intelligence Center Reporting

  • Cisco Unified IC Overview
  • Cisco CUIC Reporting

Labs:

  • Lab 13: Configure CCE for Monitoring and Reporting
  • Lab 14: Configuring Precision Routing
  • Lab 15: Configuring Ring No Answer (RONA)
  • Lab 16: Implement Administrative Scripts
  • Lab 17: CTI Route Point Initiated Calls
  • Lab 18: VXML Server Configuration and Call Studio Installation
  • Lab 19: Create and Deploy a Cisco Unified Call Studio Project
  • Lab 20: Integrate VXML Applications with an ICM Script
  • Lab 21: CUIC Reports and Dashboards

AUCCE2 - Implementing Business Rules

  • Advanced Scripting and Routing
  • ICM Scripting Variables, Expressions, Formulas and Functions
  • Creating an Administrative Script for Time of Day Routing
  • Creating Feature Control Sets and Users
  • Silent Monitoring and Recording

CCE VXML Solution

  • Basic VXML SQL Database Lookup
  • Agent Greeting

CCE Support Considerations

  • Tracking an Agent Call Through the Database

Labs

  • Lab 15: Configure Agent Transfers via Unified CCE DN Plan
  • Lab 16: Implement Administrative Scripts
  • Lab 17: Feature Control Sets and Users
  • Lab 21: SQL DB Lookup Functionality for VXML
  • Lab 23: Agent Greeting
  • Lab 26: Track Call through RCD/TCD Records

Exams & Certification

Recommended preparation for exam (s)

  • 600-455 - Designing Cisco Unified Contact Center Enterprise Exam (Required for SE Role)
  • 600-460 - Implementing and Supporting Cisco Unified Contact Center Enterprise Exam ( Required for DE Role)

These exams are required for partners looking to achieve the Cisco UCCE ATP accreditation.

Pre-Reading

The following courses are recommended for further study:

  • DUIC - Deploying Cisco Unified Intelligence Center
  • UEIME - Implementing Cisco Unified E-Mail and Web Interaction Manager Enterprise

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