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: Preparing UCCE for Basic IVR Scripting

Lesson 1: UCCE Call Flows and Protocols

• UCCE Comprehensive Call Flow
• UCCE Comprehensive Protocols
• Installation and Configuration Checklist

Lesson 2: Using Domain Manager

• Active Directory (A/D) Overview
• Domain Manager and Organizational Units (OU’s)

Lesson 3: Introducing the Unified CCE Main Installer

• Overview
• Domain Manager
• ICM Main Installer
• Web Setup Tool
• PG Setup Tool
• Admin Data Client Installer

Lesson 4: Central Controller Installation

• Using the Web Setup Tool
• Using ICMdba for Logger Database
• Using Web Setup for Router(s)
• Using Web Setup for Logger(s)
• Diagnostic Framework Portico

Lesson 5: Installing Admin Data Servers and Clients

• Admin Workstation Types
• Using ICMDBA for Admin Workstation Databases
• Using Web Admin to configure Admin Data Server
• Installing the Admin Data Client
• Configuration Manager Overview

Lesson 6: Configuring ICM for CVP

• Overview
• ICM Configuration for CVP Support
• ICM PG Setup for CVP Support

Lesson 7: Configuring CVP for UCCE

• Overview
• Installing CVP Server
• Installing the Operations Console
• Installing Remote Operations
• Installing the Reporting Server
• Ops Console Overview
• Configuring a Call Server
• Configuring a VXML Server
• Configuring a Reporting Server
• Configuring a Media Server in Ops Console
• Licensing
• Verify your Configuration
• SIP Routing Options for CVP

Lesson 8: UCCE Voice Gateway Internetworking Considerations

• Introducing SIP
• Ingress/VXML Gateway Overview
• Ingress/VXML Gateway CVP File Transfer to Flash
• Ingress/VXML Gateway File Transfer
• Call Server Configuration
• SIP Proxy Configuration
• UCM Configuration
• Configure IOS Voice Gateway through CVP OAMP

Lesson 9: Basic IVR Scripting with Microapps

• UCCE Script Editors
• ICM Script Editor Overview
• Using ICM Script Editor Nodes
• Configuring ICM Script Editor Nodes
• Scheduling ICM Scripts
• Scripting with a MicroApp

Module 3: Preparing UCCE for Basic Agent Functionality

Lesson 1: Configure UCM to Support UCCE

• Protocol Review
• UCM Configuration Steps
• PG Configuration and Setup
• Loading JTAPI Client
• CTI Route Point Considerations
• RTMT
• Verifying Functionality

Lesson 2: Installing UCCE CTI Software

• CTI Overview
• Installing CTI Server with PG Setup Tool
• Installing CTIOS Server
• Installing CTIOS Agent Desktop
• Agent and Skill Group Configuration
• Agent Targeting Rule
• Testing the Agent Functionality

Lesson 3: UCCE Configuration and Scripting for Additional Agent and IVR Functionality

• Overview
• Understanding Variables
• Understanding MicroApps
• Understanding Media Server and Audio Files
• Audio Prompt Gateway Considerations
• Implementing MicroApps in an ICM Script
• Implementing Queuing Nodes in an ICM Script

Lesson 4: Enabling Transfers and RONA

• Transfer Types Overview
• Subsequent Transfer Considerations
• ICM Configuration Steps
• UCM Configuration Steps
• RONA

Module 4: Installing 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: Exploring Courtesy Callback

• What is Courtesy Callback?
• Courtesy Callback Call Flow
• Courtesy Callback Considerations
• Configuring Courtesy Callback

Module 5: Installing 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: Outbound Option Installation and Configuration

• ICM Installation and Configuration for Outbound Option
• Voice Gateway and Unified CM Considerations
• Outbound Option Installation Verification

Lesson 3: Configuring Outbound Option for Agent and IVR Campaigns

• Campaign Types Overview
• Prerequisite Configurations for Outbound Campaigns
• Agent-Based Campaign
• Agent-Based Campaign Scripting
• IVR-Based Campaign Configuration
• IVR-Based Campaign Scripting

Module 6: Supporting CCE

Lesson 1: ICM Processes

• Simple Startup
• Simplex Central Controller Startup Detail
• Simplex PG Startup
• Administration and Data Server Startup
• ICM Fault Tolerance
• Duplexed Central Controllers
• Central Controller Failure Scenarios
• Configuration Change Sequence

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: Service Assurance

• Syslog and SNMP
• Failover and High Availability

LABS:

Lab 1-1: Overview of UCCE Lab Environment:

• Make test phone calls to validate what is working/not.
• Change auto-assigned Agent DN in UCM to match Pod # and dial-plan

Lab 1-2: Explore Voice Gateway:

• Basic Navigation and show commands to demonstrate tha t this device is a part of the dial-plan
• Verify Calls delivered on inbound T-1 circuit

Lab 1-3: Explore 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 CVP Ops Console (OAMP Server) Configuration
• Service Control for PG, Diagnostic Framework Portico for PG Processes

Lab 2-1: Install the ICM Main Installer

• Install ICM Main Installer
• Run ICM Domain Manager to create Instance
• Join Instance in Web Setup

Lab 2-2: Install ICM Central Controller and Admin Data Server/HDS

• Install ICM Router(s)
• ICMDBA for Logger(s)
• Install ICM Logger(s)
• ICMDBA for HDS
• Install Admin Data Server
• Diagnostic Framework Portico to check Router/Logger/ADS processes.

Lab 2-3: Configure/Install PG for CVP and UCM

• JTAPI Application User, Client, Default Agent Desk Settings
• Configure Generic PG Logically (CVP, UCM)
• Type 10 Network VRU, Label
• Install PG Software
• Add ECC Variables
• DF Portico to check key processes
• Test UCM PG with CTI Route Point

Lab 2-4: Install, Configure and License CVP Components

• Install CVP Server
• Configure CVP component(s) in Ops Console (OAMP Server)
• License CVP components via OAMP, check status of ICM with Diagnostic Framework, check Control Center and /diag for CVP.

Lab 2-5: Configure IOS Voice Gateway for CVP

• Upload CVP Files to Flash
• Deploy IOS Configuration via Ops Console
• Test call flow thus far using UCCE tools/utilities

Lab 2-6: Configure ICM for CVP Scripting

• Add DN’s, Call Types
• Map DN’s to Call Types

Lab 2-7: Prepare a Simple CVP Test Script

• Configure Play Media Microapp
• Import and Configure Test ICM Script
• Test and Debug Script

Lab 2-8: Use ICM Tools to Observe Script Progress

• Monitor Mode
• Call Tracer
• outer Log Viewer

Lab 3-1: ICM Scripting with Microapps

• Media Files and Microapps
• SIP Trunks for Transfers
• UCM Route Patterns
• Microapps

Lab 3-2: Configure ICM for Basic Agent Functionality

• Configure Skill Groups/Routes
• Configure Agent
• Associate Phones with JTAPI User
• Configure Agent Targeting Rule

Lab 3-3: Install CTI Components

• CTI Server (CTI Gateway) Installation
• CTI O/S Server Installation
• CTI O/S Client Installation
• Login and Test MicroApp Script Transfer to Agent using CTI O/S client
• Configure Finesse Server
• Login and Test Finesse

Lab 3-4: CTI Route Point Initiated Calls

• Configure ICM DN and UCM Route Point
• Network VRU Label for UCM
• UCM Route Pattern for CVP Transfer
• Build/Test Transfer Script

Lab 3-5: Configure Calls Using SIP with Proxy (Optional)

• Observe Networks, Triggers, SIP Server Groups
• Configure Route Group, Element
• Configure Route Table
• Configure Call Server for CUSP

Lab 4-1: Configure Courtesy Callback (CCB)

• Install Call Studio
• Configure VXML/Reporting/Media Servers for CCB
• Modify CCB VXML Applications and Deploy
• Build CCB ICM Script, Test and Troubleshoot

Lab 5-1: Install and Configure Cisco Outbound Option – SIP

• Enable Dialer Functionality
• Configure/Install MediaRouting (MR) PG and Dialer
• Trunking Considerations
• Configure System Options/Contact List/Import Rule
• Configure Campaign
• Configure Admin Script and Routing Script for Campaign
• Test Dialer

Lab 6-1: Using Troubleshooting Tools

• Turn up tracing (debug) via Unified System CLI
• Gather/Analyze Log Files

Lab 6-2: Troubleshooting Lab

• Hands-on troubleshooting using tools – Instructor break/you fix.