
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.
The primary audience for this course is as follows:
- Cisco Unified Communications system channel partners and resellers
- Day 2 support personnel responsible advanced administration and support of the UCCE environment
To fully benefit from this course, students should have the following prerequisite skills and knowledge:
- Attendance of AUCCE Part 1 or equivalent real world experience is a requirement to attend this course.
- DO NOT take this course if you are new to UCCE!
- You need some experience with UCCE before attending this course!! If you don’t know what ICM object binds a Dialed Number to a Script, you need to take the Part 1 course, not this one! If you don’t know the 2 main uses for Call Types, you should not take this course!!
- Working knowledge of Unified Communications Manager and Voice Gateways would be really helpful. The
VFCC is a perfect foundational course.
After completion of this course, students will be able to...
- Demonstrate advanced proficiency with add/move/change of the ACD/PBX (agent/skill) environment of UCCE
- Demonstrate advanced proficiency with add/move/change of the IVR (prompt/collect) environment of UCCE including both MicroApp and VXML solution scripting (ICM Scripting and Call Studio scripting).
- Demonstrate effective use of system tools to track and troubleshoot a call within a call flow.