Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE1)

Course Description Agenda Course Outline
 

A qui s'adresse cette formation

  • The target audience for this course is channel partners and field support personnel who are responsible for sales, implementation or administration of a Cisco Unified Contact Center and VRU implementation in customer enterprise networks, specifically individuals filling these roles.
  • Managers overseeing UCCE deployments

Certifications

Cette formation fait partie de la certification:

Pré-requis

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

  • Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, switch) is helpful but not required
  • Working knowledge of a Windows computer including a mouse and the simultaneous use of the Alt-Tab keys is required
  • Working knowledge of Unified Communications Manager and Voice Gateways:
  • Basic understanding of contact center operations

Objectifs

Upon completing this course, you 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.
  • 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.
  • Identify how to successfully deploy the CVP VXML component in a Unified CCE solution.
  • Generate basic reports using Cisco Unified IC.

Contenu

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
  • Describe the Cisco Unified Contact Center Solution for enterprise customers.
  • Identify the attributes of the Unified CCE Solution.
  • Identify the components of the Unified CCE Solution.
  • Describe naming conventions of the components of the Unified CCE solution.
  • List optional components in the Unified CCE solution.
  • Describe the attributes of various agent desktop options in the Unified CCE solution.
  • Identify new features provided after Unified CCE release version 8.X.
  • Provide an overview of the UCCE components and high-level network architecture.
  • Provide an overview of the role of gateways in a UCCE environment.
  • Provide an overview of CUCM high-level architecture and functionality.
  • Identify supported IP phones.
  • Provide a high level overview of ICM network architecture components and fault tolerance principles.
  • Define a Unified CVP and its characteristics.
  • Define the purpose and function of VXML.
  • List the features of Unified CVP.
  • Identify ICM terms.
  • Identify three call flow types found in CCE deployments.
  • Recognize additional components of UCCE.
  • Introduce the CCMP utility.
  • Introduce the CUIC reporting server.
  • Distinguish between different UCCE deployment models.
  • Identify features of the Packaged CCE solution.
  • Examine how to use ccmadmin tools.
  • Examine how to utilize the Unified CCE Tools icon.
  • Examine how to utilize the CVP Ops console.
  • Introduce Telnet and Secure Shell access tools for access to voice gateways.
  • Identify how to manage interface access to the CCMP.
Module 2: UCCE Configuration and Scripting
  • Identify how to access the Configuration Manager from the Admin workstation.
  • Provide an introduction to the ICM Configuration Manager Tools menu.
  • Examine this alternative tool from earlier versions.
  • Introduce the Configuration Manager Step by Step menu.
  • Introduce the Outbound Option Menu.
  • Identify how Script Editor is used to build ICM routing scripts.
  • Describe the use and function of ICM script editor nodes to build an ICM script.
  • Introduce Call Variable and User variables.
  • Identify how to use script editor queuing nodes to define routing targets in an ICM script.
  • Identify the need for and the process involved in scheduling an ICM script.
  • Discuss how ICM variables and microapps are involved in scripting for CVP.
  • Introduce microapplications.
  • Introduce Extended Call Control variables.
  • Introduce Audio files.
Module 3: Unified CCE Inbound Agent Considerations
  • Describe the functions of the CTI Server.
  • List the UCCE supported desk top options.
  • Describe the CTI architecture and features of the Finesse desktop.
  • Examine the Finesse Agent and Supervisor desktops.
  • Define the features of the CTI OS Server.
  • Examine the CTI OS client architecture and desktop functionality.
  • Examine the features and functionality of the CTI OS client agent and supervisor desktops.
  • Introduce the Solutions Plus reselling program for third party CRM products.
  • Summarize CTI Design considerations and implications on overall solutions.
  • Describe how ICM will manage ACD functions.
  • Identify the primary functions of the Configuration Manager tool for configuring for Agent functionality.
  • Recognize how to configure Agent Desk Settings and why they are necessary.
  • Identify how to add a skill group on the CUCM.
  • Identify how to create an agent and associate the agent to a skill group.
  • Examine how to set up agent targeting rules.
  • Describe how to login to the CTI OS agent login screen.
  • Introduce the UCM configuration steps required for agent functionality.
  • Identify the steps required to create a CUCM application user to support agent functionality.
  • Describe the steps required to configure a UCCM agent IP phone.
  • Identify how UCM Partitions and Calling Search Spaces configurations are deployed to manage UCM phones.
  • Review ICM initial logic.
  • Identify how to script nodes to establish a connection to the LAA.
  • Demonstrate steps to saving and scheduling a routing script.
  • Identify call tracer as a script test tool.
  • Describe how to login an agent and take a test call.
Module 4: Unified CCE IVR/VRU Functionality
  • Identify how to use ICM script editor to implement ECC variables, microapps and media files.
  • Examine scripting with microapplications and ECC variables.
  • Identify how to access media servers and media files provided with CVP server installation.
  • Examine the use of gateway prompt caching methods to optimize performance.
  • ICM Microapps
  • List the configuration steps of the Cisco Unified ICM Enterprise.
  • Examine how to build and schedule scripts using microapps.
Module 5: Additional UCCE Considerations
  • Discuss how call types can be configured and deployed as reporting touch points in an ICM routing script.
  • Examine how to manage agents, skill groups, trunk groups and service by generating reports.
  • Examine skills-based routing and the migration toward precision routing.
  • Examine a typical precision routing requirement.
  • Examine scenario solution using skills based routing.
  • Identify how to use the CCE Web Administration interface to configure PCCE.
  • Examine the assignment of agent attributes to support precision queuing.
  • Identify steps used to define criteria for precision queues.
  • Define the steps required to build a basic script to support precision queuing.
  • Identify RONA calls behavior and discuss contingency treatment of such calls.
Module 6: VXML Implementation
  • Identify the benefits and challenges of using VXML.
  • Provide an overview of the application of VXML in a CVP deployment.
  • Configure VXML Server settings using CVP Ops Console.
  • Examine the basic features of Call Studio and build a basic application.
  • Deploy call studio project and ensure correct deployment.
  • Integrate ICM script with VXML application to pass data to and fro.
Module 7: Cisco Unified Intelligence Center Reporting
  • Introduce the features and benefits of CUIC.
  • Define various CUIC deployment models used with CUIC controller subscribers.
  • Describe the data bases associated with CUIC.
  • Introduce the CUIC steps to personalizing CUIC report presentations.
  • List the additional features of the CUIC.
  • Navigate the Unified IC user interface to create dashboards, reports and value lists, manage data sources, and set up security and schedulers.
  • Access, run and modify stock reports using CUIC reporting.
  • Define dashboards and describe how they are used.
Labs
  • Overview of the AUCCE1 Lab Environment
  • Explore the Voice Gateway
  • Explore CVP and ICM Servers
  • Tools and Utilities for Administering ICM Dialed Numbers and Call Types
  • Prepare a Simple Label Script
  • Using ICM Tools for ICM Scripts
  • Configure ICM for Agent Functionality
  • Configure UCM for Agent Functionality
  • Install Agent/Supervisor Desktop (CTI OS) and Test Login
  • Basic Skill Group Functionality in an ICM Script
  • Media Files and Variables in ICM Scripts
  • Basic IVR Scripting with Microapps
  • Configuring CCE for Monitoring and Reporting
  • Configuring and using Precision Queues
  • RONA
  • Implement Administrative Scripts
  • Configure Calls Using SIP with Proxy (3XY2): (Optional)
  • CTI Route Points for UCCE Calls and Transfers:
  • CCMP
  • VXML Server Configuration and Call Studio Installation
  • Create and Deploy a Cisco Unified Call Studio Project
  • Integrate VXML Applications with ICM Script
  • More CUIC Reports
Classroom training
Modality: C

Durée 5 jours

Prix (Hors Taxe)
  • France: 3 970,- €
Dates et Inscription
 
pointer une ville pour s'enregistrer Agenda
France
20.05. - 24.05.2019 Paris
02.09. - 06.09.2019 Paris
Europe
Bulgarie
16.09. - 20.09.2019 Sofia Langue: Anglais
Roumanie
27.05. - 31.05.2019 Bucharest Langue: Anglais
Royaume-Uni
03.06. - 07.06.2019 London, City
16.09. - 20.09.2019 London, City
02.12. - 06.12.2019 London, City
Turquie
11.11. - 15.11.2019 Istanbul Langue: Anglais
North America
Etats-Unis
01.04. - 05.04.2019 Formation en ligne Fuseau horaire: US/Eastern Langue: Anglais garanti !
Fast Lane s’engage à mettre en œuvre les formations garanties quelque soit le nombre de participants, en dehors des cas de force majeurs ou d’événements exceptionnels, comme un accident ou un maladie de l’instructeur.
Cours en ligne avec instructeur