
Module 1: Cisco Unified Contact Center Enterprise v11 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
- What’s New
Lesson 2: Unified CCE Architecture and Components
- Overview
- Voice Gateways (VG)
- 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 (CUIC)
- 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: UCCE Configuration and Scripting
Lesson 1: Configuration Manager
- Configuration Manager Overview
- Tools Menu
- Configure ICM Menu
- Step-by-Step Menu
- Outbound Option Menu
Lesson 2: ICM Script Editor Overview
- Script Editor Overview
- Using Script Editor Nodes
- Understanding Variables
- ICM Queuing Nodes
- Scheduling Scripts
Lesson 3: Scripting for CVP
- Scripting for CVP Overview
- Microapplications (MicroApps)
- ECC Variables
- Audio Files
Module 3: CCE Inbound Agent Considerations
Lesson 1: CTI Options Overview
- CTI Server
- CTI Desktop Options
- Finesse Server
- Finesse Desktop
- CTI O/S Server
- CTI O/S Client
- Cisco Agent Desktop (CAD)
- Solutions Plus
- CTI Design Considerations
Lesson 2: Configure ICM for Agent Functionality
- “ICM as the ACD” overview
- Configuration Manager
- Agent Desk Settings
- Skill Group Explorer
- Agent Explorer
- Agent Targeting Rule
- Agent Login
Lesson 3: Configure UCM for Agent Functionality
- Overview
- JTAPI Application User
- Configure Agent IP Phones for Unified CCE
- Review – CSS and Partitions!
Lesson 4: Scripting ICM for Agent Functionality
- ICM Enterprise Initial Logic
- ICM Scripting to Support Agent Functionality
- ‘Save As’ and Schedule Script
- Testing your Script
- Agent Login
Module 4: Unified CCE IVR/VRU Functionality
Lesson 1: Basic IVR Scripting with MicroApps
- UCCE Script Editor(s) Overview
- MicroApps and ECC Variable Interaction
- Media Servers and Audio philes
- Gateway Considerations
Lesson 2: ICM MicroApps
- Play Media (PM) MicroApp
- Get Digits (GD) MicroApp
- Play Data (PD) MicroApp
- Menu (M) MicroApp
- Get Speech (GS) MicroApp (ASR & VXML)
- Capture (CAP) MicroApp
Lesson 3: ICM Scripting Using MicroApps
- ICM Configuration Steps
- Building a UCCE (ICM) Script Using MicroApps
Module 5: Additional UCCE Considerations
Lesson 1: ICM Considerations for Reporting and Monitoring
- Reporting Touch Points
- Reporting Objects (Supervisors, Teams, Call Types)
Lesson 2: Precision Routing
- Overview
- CCE Precision Routing Review and Scenario
- Using Traditional Skills Routing Scenario Comparison
- CCE Web Administration Overview
- Agents and Attributes
- Precision Queues
- CCE Scripting for Precision Queues
Lesson 3: RONA
- Overview
- RONA Configuration
- Scripting for RONA
Module 6: External VXML Implementation
Lesson 1: Basic VXML Functionality
- What is VXML?
- CVP External VXML Solution Components
Lesson 2: Installing and Configuring VXML
- VXML Server Configuration
- Call Studio Project Configuration
- Studio Project Deployment and VXML Server Maintenance Tasks
- ICM Configuration and Scripting Considerations for VXML Application Support
Module 7: Cisco Unified Intelligence Center (CUIC) Reporting
Lesson 1: CUIC Overview
- CUIC Features and Benefits
- Deployment Models
- CUIC Databases
- Personalizing Reports
- Additional Features
Lesson 2: CUIC Reporting
- Navigating CUIC
- Running CUIC Stock Reports
- CUIC Dashboards
Labs:
Lab 1-1: Overview of the AUCCE Lab Environment:
- Students make a few test phone calls to see what works/doesn’t.
- Agent phones (1XY1-2), PSTN Phones (2…), CCE DN’s (3XY1-5)
- Students change their auto-assigned Agent DN in UCM to match Pod # and dial-plan
Lab 1-2: Explore Your Voice Gateway (Ingress/VXML)
- Basic Navigation and show commands to realize this device is a part of the dial-plan
- Calls delivered on inbound T-1 circuit
Lab 1-3: Explore CVP and ICM Servers:
- Use RDP to connect to CVP and ICM servers.
- Overview of ICM Admin Workstation Utilities
- Browse CVP Ops Console (OAMP Server) Configuration
- Service Control for PG, Diagnostic Framework Portico for PG Processes
Lab 2-1: Administering ICM Dialed Numbers and Call Types:
- Use Router Log Viewer to inspect “failed” calls and help with configuration
- Configuration Manager Configuration Overview (what is configured so far)
- Add DN’s and Call Types. Map Call Types to DN’s
- More Router Log Viewer to show a need for a Script
Lab 2-2: Prepare a Simple Label Script:
- Script Editor Overview exercise
- Create Basic Label Script, Schedule, Test
- Test failed due to missing UCM Trunk – add and re-test
- Successful call to a Label! Now we have hope of getting a call to an Agent!
Lab 2-3: Using ICM Tools for ICM Scripts:
- Monitor Mode
- Call Tracer
- Router Log Viewer (now a successful call)
- Script Reference utility
Lab 3-1: Configure ICM for Basic Agent and Skill Group Functionality
- Add Skill Groups and Routes (Sales)
- Add Agent(s), map to Skill Group(s)
- Agent Target Rule configuration
Lab 3-2: Configure UCM for Agent Functionality:
- Failed attempted Login via Finesse
- Associate Phone with JTAPI Application User
- Successful Login with Finesse
Lab 3-3: Install CTIOS Agent/Supervisor Desktop Agent/Supervisor Desktop
Lab 3-4: Testing Basic Skill Group Functionality in an ICM Script
- Create ICM Script using LAA Select node to Skill Group node.
- Realize the need for Prompt, Collect, Queue. Need more Cowbell! Need CVP!!
Lab 4-1: Media Files and Variables in ICM Scripts:
- Media Server Configuration
- ECC Variables review
- Create Variable script defining microApp attributes
Lab 4-2: Basic IVR Scripting with MicroApps:
- Create Network VRU Scripts (MicroApps)
- Build MicroApp Script to execute MicroApps for Prompt/Collect
- Build QueueToSkillGroup script to use Queue To Skill Group nodes and show CVP queue functionality using MicroApps
- Use Go To nodes in Scripting –Variable script goes to MicroApp script goes to QtoSG script
- Schedule/Test/Troubleshoot call flow thus far using UCCE tools/resources.
The primary audience for this class is as follows:
- Cisco Unified Communications system channel partners and resellers responsible for the Sales, Implementation or Support of a UCCE solution
- Day 1 and Day 2 support personnel responsible for the daily add/move/change of the UCCE environment
The secondary audience for this course is as follows:
- Managers, team-leads, business liaison personnel or anyone who needs to be remotely involved in the UCCE solution and have a better overall understanding of its function.
To fully benefit from this course, students should have the following prerequisite skills and knowledge:
- 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 would be really helpful.
- Take the VFCC course, by example
- A basic understanding of contact center operations
After completion of this course, students will be able to...
- Demonstrate an overall understanding of the Cisco Unified CCE solution from a component functional level.
- Demonstrate basic proficiency with add/move/change of the ACD/PBX (agent/skill) environment of UCCE.
- Demonstrate basic proficiency with add/move/change of the IVR (prompt/collect/queue) environment of UCCE including both MicroApp and VXML solution scripting (ICM Scripting and Call Studio scripting).
- Configure a Supervisor to enable CUIC Reporting functionality including running stock reports and creating dashboards