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Administering Cisco Unified Contact Center Enterprise Part 2 - AUCCE2

WGAC-CSC-AUCCE2

Cisco

Description

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Introduction

Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE Part 2) is a 5 day instructor-led course presented by training partners to system engineers and customers who will be involved with day 2 support of a UCCE solution deployed in a CVP comprehensive environment. This course gives the learner an understanding of the requirements, resources and tools required to perform complex adds, moves and changes in the inbound / outbound UCCE environment. This course is intended for those performing advanced administration of the solution, or who may be responsible for Level 2-3 support of the solution. The overall goal of this course is advanced administration of the solution by a deeper exposure into the technical operational requirements and the tools used to configure and ensure functionality.

Prerequisites & Audience

The knowledge and skills that a learner must have before attending this course are as follows:

  • Attendance of "Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE1)" or equivalent real world experience is a requirement to attend this course.
  • Working knowledge of Unified Communications Manager and Voice Gateways would be very helpful.
Course Benefits

Upon completing this course, you will be able to meet these overall objectives:

  • Identify the basic components and operations of the Unified CCE solution.
  • Configure and script a basic UCCE CVP deployment.
  • Implement business rules as they apply to scripting and routing in Unified CM.
  • Install a basic CCE VXML Solution
  • Install, configure and run a CCE Outbound Option Campaign.
  • Describe how to support CCE.
Course Topics
Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
  • Describe the Cisco Unified Contact Center Solution for enterprise customers.
  • Identify the attributes of the Unified CCE Solution.
  • Identify the components of the Unified CCE Solution.
  • Describe naming conventions of the components of the Unified CCE solution.
  • List optional components in the Unified CCE solution.
  • Describe the attributes of various agent desktop options in the Unified CCE solution.
  • Identify new features provided after Unified CCE release version 8.X.
  • Provide an overview of the UCCE components and high-level network architecture.
  • Provide an overview of the role of gateways in a UCCE environment.
  • Provide an overview of CUCM high-level architecture and functionality.
  • Identify supported IP phones.
  • Provide a high level overview of ICM network architecture components and fault tolerance principles.
  • Define a Unified CVP and its characteristics.
  • Define the purpose and function of VXML.
  • List the features of Unified CVP.
  • Identify ICM terms.
  • Identify three call flow types found in CCE deployments.
  • Recognize additional components of UCCE.
  • Introduce the CCMP utility.
  • Introduce the CUIC reporting server.
  • Distinguish between different UCCE deployment models.
  • Identify features of the Packaged CCE solution.
  • Examine how to use ccmadmin tools.
  • Examine how to utilize the Unified CCE Tools icon.
  • Examine how to utilize the CVP Ops console.
  • Introduce Telnet and Secure Shell access tools for access to voice gateways.
  • Identify how to manage interface access to the CCMP.
Module 2: CCE Configuration and Scripting Review
  • Identify how to access and utilize the Configuration Manager from the Admin workstation.
  • Identify how to utilize Script Editor and use it to build ICM routing scripts.
  • Explain CTI Server Functionality.
  • Define how Finesse interacts with the CTI Gateway.
  • Explain the function of CTI OS Server.
  • Explain the function of CTI OS Client.
  • Describe CTI OS Agent Desktop.
  • Define the purpose of Agent States.
  • Identify the primary objects of the Configuration Manager tool to facilitate agent functionality.
  • Describe how to login to the CTI OS agent login screen.
  • Introduce the UCM configuration steps required for agent functionality.
  • Identify the steps required to create a UCM application user to support agent functionality.
  • Describe how to configure Agent IP phones for Unified CCE.
  • Describe the Agent Phone / JTAPI User Association.
  • List the six microapps and examples of each.
  • Identify how to access media servers and audio files provided with CVP server installation.
  • Examine the use of gateway prompt caching methods to optimize performance.
  • Examine scripting with microapplications.
  • Examine skills-based routing and the migration toward precision routing.
  • Identify how to use the CCE Web Administration interface to configure/change deployment type.
  • Examine the assignment of agent attributes to support precision queuing.
  • Identify steps used to define criteria for precision queues.
  • Define the steps required to build a basic script to support precision queuing.
  • Identify 9.0 system limits and new reports for Precision Routing.
  • Identify the configuration requirements necessary for a Unified CVP comprehensive deployment.
  • Describe how to configure Unified ICM to integrate with the Unified CVP.
  • Describe how to add the VRU to the configuration of Unified ICM in the PG Explorer.
  • Describe how to configure UCM to support transfer implementation.
  • Identify RONA calls behavior and discuss contingency treatment of such calls.
  • Identify the attributes of Unified MA.
  • List review tasks to verify configuration of Mobile Agent.
Module 3: Implementing Business Rules
  • Describe scripts, their advanced features and tools.
  • Describe business rules and best practice ICM scripting for reporting.
  • Identify how to configure PG by using ICM Configuration Manager.
  • Describe how to add the JTAPI Client for the connection to the Unified CM.
  • Recognize how to register and associate Route Point with a user.
  • Describe how to access and utilize RTMT.
  • Describe how to create call type for testing and build a test script.
  • Describe how to deal with IVR Node Results in failure conditions.
  • Discuss procedures required to enable Supervisor Assistance on the Toolkit Desktop.
  • Identify how to configure Emergency Assistance Scripts.
  • Describe the use and configuration of Reason Codes.
  • Identify different types of variables used to store information in the ICM software.
  • Describe how Script Editor’s built-in Formula Editor is used in constructing routing scripts.
  • Examine examples of Built-In Functions and their use to develop expressions.
  • Identify how custom functions work.
  • Examine the abilities and uses of Administrative Scripts.
  • Describe the steps for building an Administrative Script.
  • Describe the steps for scheduling an Administrative Script.
  • Describe the steps used for testing an administrative Script.
  • Explain the uses of Feature Control Sets.
  • Define an ICM User and create ICM User accounts.
  • Describe how to install and open Internet Script Editor.
  • Describe how the Silent Monitoring feature functions on both Unified CM and CTI OS.
  • Describe how to configure Unified CM Silent Monitoring on a CTI OS Server.
  • Describe how to configure CTI OS-Based Silent Monitoring.
  • Explore the use of Silent Monitoring Logs.
Module 4: CCE VXML Solution
  • Identify the benefits and challenges of using VXML.
  • Provide an overview of the application of VXML in a CVP deployment.
  • Configure the Unified CVP VXML Server in the Cisco Unified CVP Operations Console.
  • Configure a Cisco Unified Call Studio project.
  • Deploy a Cisco Unified Call Studio project and describe the administrative tasks necessary to ensure that applications are running correctly on the VXML server.
  • Describe ICM Considerations for VXML Application Support.
  • Describe how to enable database access on your CVP VXML Server.
  • Examine the process used to install JDBC Driver and add JNDI Context for DB Lookup.
  • Describe how to configure the Database Element of the Studio Application.
  • Discuss how to test an ICM Script with information coming back from the DB lookup.
  • Define Courtesy Callback and its components.
  • Examine the flow of a Courtesy Callback.
  • Examine the design considerations of Courtesy Callback.
  • Describe how to configure a script for Courtesy Callback.
  • Discuss the five steps used to create an Agent Greeting on the VXML Server.
  • Examine considerations for deploying Agent Greeting.
  • Describe how to configure Agent Greeting using an ICM Script.
  • Describe how to use the Test Record Greeting feature in Agent Desktop.
Module 5: UCCE Outbound Option
  • Explore the Outbound Option add-on for Unified CCE.
  • Identify components of Outbound Option.
  • Compare/contrast SIP and SCCP dialer types.
  • Explore the features and operation of each Outbound option dialing mode.
  • Discuss the use of ICM Admin and Routing scripts to control the features of an Outbound Option Campaign.
  • Describe the SIP call flow type.
  • Describe SIP Dialer design considerations.
  • Discuss voice Gateway design considerations.
  • Describe the features of an agent campaign and a pre-recorded (VRU) campaign.
  • Define prerequisite configurations for Outbound campaigns.
  • Explore the Agent-based campaign outbound option.
  • Describe how to script for agent-based campaign.
  • Explain how AMD detects and treats calls that detect an answering machine.
  • Describe how to configure and schedule Personal Callbacks.
  • Show how to configure IVR based campaign.
  • Describe how to script for IVR based campaign.
Module 6: CCE Support Considerations
  • Identify a logical Troubleshooting Methodology to use when diagnosing UCCE issues.
  • Identify the importance of correct problem identification when troubleshooting an issue.
  • Describe how and when to contact Cisco TAC.
  • Provide an overview of Diagnostic Framework Suite.
  • Describe how to use the Analysis Manager plug-in component of the RTMT.
  • Describe the use of Unified System CLI.
  • Explain the functions of the Diagnostic Framework Portico.
  • Identify the available ICM command line tools.
  • Describe the use of CVP statistics and how Unified CVP events can be configured to provide support information.
  • Describe troubleshooting functions for both ingress and egress of the IOS Gateway.
  • Explain how RTMT provides support for the UCM.
  • Describe key attributes of the Route Call Detail (RCD) and Termination Call Detail (TCD) tables as they relate to tracking a call in UCCE
  • Examine how to use SQL Query Analyzer to query the views in the AWDB for RCD and TCD records and identify the legs of a call flow as it relates to the RCD and TCD records.
  • TCD and RCD Overview
  • Querying RCD and TCD Records
Labs
  • Overview of the AUCCE2 Lab Environment
  • Explore Voice Gateway
  • Explore CVP and ICM Servers
  • Administering ICM Dialed Numbers and Call Types
  • Media Files and Variables in ICM Scripts
  • Basic IVR Scripting with Microapps
  • Configure ICM for Agent and Skill Group Functionality
  • Configure UCM for Agent Functionality
  • Install CTIOS Agent Desktop (Optional)
  • Scripting for Skill Groups and Queuing
  • Configuring Precision Routing
  • RONA
  • CTI Route Points for UCCE Calls and Transfers
  • Configure Agent Transfers via Dialed Number Plan
  • Configure Calls Using SIP with Proxy (3XY2): (Optional)
  • Administrative Scripts
  • Feature Control Sets and Users
  • VXML Server Configuration and Call Studio Installation
  • Create and Deploy a Cisco Unified Call Studio Project
  • Integrate VXML Applications with ICM Script
  • SQL DB Lookup Functionality for VXML
  • Courtesy Callback (CCB)
  • Agent Greeting
  • Basic Outbound Agent Campaign (SIP Dialer)
  • IVR Campaign (Challenge Lab)
  • Using Troubleshooting Tools
  • Track a call thru RCD/TCD Records
  • Instructor Break/Fix Lab
Certification
N/A

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