Module 1: Cisco Unified Contact Center Enterprise 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: CCE Configuration and Scripting Review

Lesson 1: Configuration Manager and Script Editor Review

• Configuration Manger
• Script Editor

Lesson 2: CTI Review

• CTI Server 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 Failures
• Supervisor Assistance Scripts
• Emergency Assistance Scripts
• Reason Codes

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

• Variables
• Formula Editor
• Using Builtin Functions
• Custom Function

Lesson 3: Creating and Admin 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

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: CCE Outbound

Lesson 1: Introduction to 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
• 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

• TOD and RCD Review
• Querying RCD and TCD Records

Labs:

Lab 1-1: Review Labs

• Identify UCCE Components
• Identify the Communications Protocols Between UCCE Components
• Review the CVP Call Flow, Part 1
• Review the CVP Call Flow, Part 2

Lab 1-2: Verify and Prepare the Lab Environment:

• Verify Phone Calls: Agent IP Phone to Agent IP Phone.
• Verify Phone Calls: Agent IP Phone to PSTN IP Phone
• Change Agent Phone Directory Numbers

Lab 1-3: Explore and Verify Your Voice Gateway:

• Verify the Voice Gateway Router Configuration
• Show the Router Flash
• Show Voice Port Summary
• Show and Debug Calls

Lab 1-4: Explore and Verify CVP and ICM Servers

• Use RDP to connect to CVP Call Server/VXML Server.
• Use RDP to connect to ICM PG and Admin Data Client
• Browse and Examine CVP Ops Console (OAMP Server) Configuration
• Explore CCE Administration Tools Program Group
• Explore the Diagnostic Framework Portico to Observe the PG Status
• Map Drives to Student Shares for Lab Activities

Lab 2-1: Administering ICM Dialed Numbers and Call Types:

• Add DN’s and Call Types and Map DN’s to Call Types
• Deleted Objects Tool

Lab 2-2: Media Files and Variables in ICM Scripts:

• Media Server Configuration
• ECC Variables
• Create PodXY_mApp_Variable ICM script
• Script Reference Tool

Lab 2-3: Basic IVR Scripting with MicroApps:

• Create Network VRU Scripts (MicroApps)
• Build PodXY_mApp Script to Execute microApps for Prompt/Collect
• Use Go-To nodes in Scripting – PodXY_mApp_Variable script goes to PodXY_mApp script
• Schedule/Test/Troubleshoot call flow thus far – transfer to Label fails
• UCM SIP Trunks for Transfers – transfer to Label now works

Lab 2-4: Configure ICM for Agent and Skill Group Functionality:

• Add Skill Groups, Routes
• Add Agents, map to Skill Group(s)
• Agent Target Rules
• More Call Types

Lab 2-5: Configure UCM for Agent Functionality:

• Failed Login via Finesse
• Associate Agent Phone with JTAPI user
• Successful Login with Finesse

Lab 2-6: Install CTIOS Agent Desktop (optional)

• Install Desktop
• Test Login

Lab 2-7: Scripting for Skill Groups and Queuing:

• Create PodXY_QtoSG script with Queue to Skill Groups and Queue logic
• Configure PodXY_mApp script to GO TO PodXY_QtoSG script and test

Lab 2-8: Configuring Precision Routing:

• Web Admin Overview
• Configure Attributes
• Add Attributes to Agents
• Build PQ’s (SalesXY and SupportXY)
• Step Configuration
• Build PodXY_PQ script and test with mApp script output (modify Go To)

Lab 2-9: RONA

• RONA Timeout and Configuration Considerations
• RONA Script Logic
• Testing RONA

Lab 2-10: Configure CTI Route Point for CCE Calls and Agent-Initiated Transfers (Optional)

• CTI Route Point (3XY6), JTAPI Association, ICM DN configuration
• Network VRU Label for UCM
• Route Pattern configurefor Label
• Build/test basic PodXY_Transfer Script

Lab 2-11: Configure Agent Transfers via Dialed Number Plan (Optional):

• Configure DN 3XY5,
• Configure “Alias” pattern of 3XY4 in Dialed Number Plan
• Dialed Number Type plan considerations
• Test Transfer

Lab 2-12: Configure Calls Using SIP with Proxy (3XY2): (Optional)

• CUSP Configure
• UCM Trunks, Route Patterns
• Ops Console and GW configure for SIP Proxy
• Test calls thru SIP Proxy

Lab 3-1: Administrative Scripts

• Time of Day Admin Scripts
• Referencing Admin Script Variables in a Routing Script
• Challenge Lab – other Admin Scripts

Lab 3-2: Feature Control Sets and Users:

• Configure a Feature Control Set with limited access
• Configure ICM User and associate FCS
• Configure User group in A/D
• Test Login with limited permissions

Lab 4-1: VXML Server Configuration and Call Studio Installation:

• Observe VXML Server Configuration in Ops Console
• Install Call Studio

Lab 4-2: Create and Deploy a Cisco Unified Call Studio Project:

• Create Basic Call Studio Project to Exchange information between ICM and VXML Application
• Play Callers ANI
• Play Media_ID
• Menu for Sales/Support
• Collect SalesXY and SupportXY to return to ICM in Caller_Input
• Deploy .zip Project to VXML Server via Ops Console
• Check Status.bat on VXML Server

Lab 4-3: Integrate VXML Applications with ICM Script:

• Build ICM Script to “call” VXML Application deployed.
• Caller_Input variable is used to pick Dynamic Call Type and Dynamic PQ!

Lab 4-4: SQL DB Lookup Functionality for VXML:

• Create SQL Customer Database and create SQL User with permissions
• Install JDBC Driver and add JNDI Context
• Add/Configure DB Lookup element in Studio Project and deploy
• ICM Scripting and testing
• Challenge Lab: Using Complex ICM formulas

Lab 4-5: Courtesy Callback (CCB):

• CVP Reporting Server Configuration
• Ingress/VXML Gateway considerations
• Ops Console and Media Files for CCB
• Customize VXML applications for CCB
• Build/test ICM script for CCB operations

Lab 4-6: Agent Greeting:

• Built-In Bridge and VXML Gateway configuration considerations
• Configure FTP for Agent Greeting
• Configure Media Server for Agent Greeting
• CVP OAMP configuration for Agent Greeting
• Configure DN’s, Call Types, Microapps for Agent Greeting
• Import/configure/test ICM and VXML Agent Greeting apps
• Use Agent Greeting in ICM scripts

Lab 5-1: Basic Outbound Agent Campaign:

• Verify configuration of Outbound Option Components (optional, long)
• Agent Campaign Configuration
• Import Rules
• Contact/Do Not Call Lists
• Query Rules
• Call Types and DN’s
• Campaigns
• Agent Campaign Routing and Admin Scripts
• Test Outbound Agent Campaigns

Lab 5-2: IVR Campaign (Challenge Lab):

• Configure IVR Campaign with minimal guidance

Lab 6-1: Using Troubleshooting Tools:

• Using System CLI to set trace levels
• Gather Log Files
• Analyze Log Files

Lab 6-2: Track a call thru RCD/TCD Records:

• RCD Query and Analysis
• TCD Query and Analysis

Lab 6-3: Instructor Break/Fix

• We Break It
• You Fix It in ½ hour or less.