AUCCE: Administering Cisco Unified Contact Center Enterprise

5 Day Course
Hands On
Official Curriculum
Code AUCCE

Book Now - 2 Delivery Methods Available:

Scheduled Online Onsite

This is an instructor-led course aimed at system engineers and customers involved in day-to-day interaction with the Cisco Unified Contact Center Enterprise (CCE) product. This course will give you an understanding of the Cisco Unified CCE system, the Intelligent Contact Management (ICM) routing application, and Cisco Outbound Option. You will accomplish this by configuring the Cisco Unified CCE software, use the ICM routing software to route calls from Cisco Unified IP IVR and from Cisco Unified Communications Manager. Additionally, you will configure the Cisco Outbound Option and use various ICM utilities to aid you in locating configuration errors.

After you complete this course you will be able to:

  • Demonstrate an overall understanding of the Cisco Unified CCE system, the Intelligent Contact Management (ICM) routing application, and its environment.
  • Configure a Cisco Unified CCE system that routes from Cisco Unified IP IVR.
  • Describe ICM users and feature control sets, various ICM configuration utilities, ICM variables, and create routing options using an external SQL Database.
  • Understand administrative scripting, translation routing concepts, and how translation routing operates.
  • Configure a new Cisco Unified CCE system that routes from Cisco Unified Communications Manager.
  • Understand the Cisco Outbound Option components and how to configure an outbound dialer, import rule, query rule, and a campaign.
  • Describe basic reporting characteristics of Cisco Unified Intelligence Center.

Presenting Cisco Unified Contact Center Enterprise (4 topics)

  • Define Cisco Unified Contact Center Enterprise
  • List the benefits of using Cisco Unified CCE to include carrier class reliability, scalability, and normalized reporting across multiple ACD platforms using WebView or Cisco Unified Intelligence Center
  • Describe the options of Cisco Unified CCE including Cisco Outbound Option, Cisco Interaction Manager, Customer Voice Portal, Agent Desktop options, CRM connectors, and Remote Silent Monitoring
  • Describe the fundamental properties of PPDIOO

Call Routing Options (4 topics)

  • Describe carrier-based call routing in a multi-site contact center environment
  • Describe the operation of a private contact center network
  • Describe a basic carrier-based Cisco Unified CCE call flow using the Intelligent Contact Management software application
  • Discuss the benefits of using Cisco Unified CCE for call-by-call routing in a multisite environment

Components of Cisco Unified Contact Center Enterprise (3 topics)

  • List the components of an ICM system and explain the role of each
  • Discuss the ICM database architecture
  • Define the most commonly used terms in the ICM application

Intelligent Contact Management Routing Techniques (2 topics)

  • Describe an ICM pre-route call flow
  • Describe an ICM post-route call flow

Configuring Cisco Unified Contact Center Enterprise (3 topics)

  • Describe the basic architecture and deployment model of Cisco Unified CCE
  • Describe the parent/child deployment model for Cisco Unified CCE
  • Describe pre-route and post-route call flows for Cisco Unified CCE

Integrating Cisco Unified Communications Manager (4 topics)

  • Define and describe Cisco Unified Communications Manager
  • Define various terms associated with Cisco Unified Communications Manager that are used in Cisco Unified CCE
  • Describe how to configure basic Cisco Unified Communications Manager objects such as phones, user accounts, and route points
  • Describe the application user account and its purpose in Cisco Unified CCE integration

Integrating Cisco Unified IP IVR (4 topics)

  • Define Cisco Unified IP IVR and its features
  • Describe Cisco Unified IP IVR Script Editor and the basic properties of managing a script
  • Describe the configuration requirements for integrating Cisco Unified IP IVR with Cisco Unified Communications Manager and the ICM software
  • Describe the call control processes required to establish a call on Cisco Unified IP IVR from a post-route point of view

Cisco Unified Customer Voice Portal (3 topics)

  • Define and describe Cisco Unified CVP
  • Describe the components of Cisco Unified CVP
  • Describe a basic call flow to establish a call to Cisco Unified CVP

Cisco Unified CCE Configurations (12 topics)

  • List and define the various programs in the Administration and Data Server
  • Describe the Configuration Manager and how to use it to create database objects
  • Configure a network VRU
  • Configure Agent Desk settings
  • Configure a Call Manager PG and peripheral with an additional VRU peripheral
  • Configure network trunk groups and trunk groups
  • Configure services, skill groups, and agents
  • Configure agent teams and supervisors
  • Configure routes
  • Configure device targets and labels
  • Configure dialed numbers and call types
  • Configure network VRU scripts

Agent Desktop Options (4 topics)

  • Provide an overview of Cisco CTI server
  • Describe the CTI OS Toolkit and Software Development Kit
  • Describe Cisco Agent Desktop
  • Describe CRM connectors

Using the Cisco Unified CCE Script Editor (6 topics)

  • Describe Script Editor and its features
  • Describe Script Editor nodes
  • Describe how to validate a script
  • Describe how to save and schedule a routing script
  • Describe the Call Tracer utility
  • Test a routing script

Creating Feature Control Sets and Users (6 topics)

  • Define and create a feature control set
  • Add Cisco Unified CCE users with various levels of access
  • Assign a feature control set to a Cisco Unified CCE user
  • Demonstrate the permissions assigned to users
  • Use Quick Edit
  • Install and use Internet Script Editor

Using Script Editor Utilities (8 topics)

  • Understand how to use Script Explorer to locate and manage scripts
  • Understand how to use Enabled Scripts to locate scripts based on call type
  • Understand how to use call type associations to determine which call types are associated to a script
  • Understand how to use Script Reference to determine which scripts contain certain targets
  • Understand how to import and export scripts
  • Understand how to delete database objects
  • Understand the effect of renaming database objects
  • Describe how to create and use default labels

Creating and Using Cisco Unified CCE Variables (4 topics)

  • Define an ICM variable
  • Define peripheral variables and how to populate them
  • Define Expanded Call Contexts and how to enable and populate them
  • Define user variables and how to populate them

Configuring Access to an External Database (4 topics)

  • Describe the database that will be used in class
  • Describe the DB Lookup script node
  • Define the database and its location in Configuration Manager
  • Modify your script to use information from the database

Adding Multiple Skill Groups (3 topics)

  • Understand how to use a CED node to branch logic based on a CED value
  • Understand how to use Formula Editor to build expressions
  • Modify a routing script to use the Route Select node to mimic the properties of an existing script with fewer nodes
Attendees should meet the following prerequsites:
  • Familiarity with call center operations
  • Microsoft Active Directory
  • Microsoft Windows 2003
  • Microsoft SQL Server 2005
CodeLocationDurationPrice Oct Nov Dec Jan Feb Mar
CAUCCE 5 Days $3,340
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