IP Telephony and Call Centre Integration Overview.
Virtual Architecture and Running Servers in VMware (ESXi).
Introduction to the Packaged Contact Centre Enterprise (PCCE) Solution.
Deployment Models used for Cisco Packaged Contact Centre Enterprise.
The Comprehensive Model.
Cisco Packaged Contact Centre Enterprise Architecture.
High Availability Deployments.
Managing Localization and Time Zone Support.
IP Telephony and Call Centre Call Flows.
Cisco Packaged Contact Centre Enterprise.
Unified Computing System (UCS) C260-Series servers (Side A and B).
Cisco Unified Contact Center Enterprise Call Server.
Cisco Unified Contact Center Enterprise Data Server.
Cisco Unified Communications Manager (CUCM)
Cisco Voice Portal (CVP)
Cisco Unified Intelligence Centre (CUIC)
Cisco Packaged Contact Centre Enterprise features.
SIP trunks and Profiles.
Administration Interfaces and Tools.
PCCE Web based Administration.
Cisco Finesse Agent and Supervisor Roles.
Cisco Finesse Administrator Role.
Add/Delete/Modify Users, Agents and Supervisors.
Assigning Agents to Call Centre Queues.
Verifying/Changing How Calls are Distributed from Call Centre Queues to Agents.
Configuring and Verifying Call Centre Resources (Agents and Supervisors).
Skills Based Resources and Teams.
Agent Reason/Wrap/Sign-Out Codes.
Modifying the Agent Desktop Layout.
Assigning/Modifying Skills and Skill Levels to Agents.
Cisco Packaged Contact Centre Enterprise Supervisor Web Page.
CTI Route Point and CTI Ports.
Applications, Triggers and Call Centre Queues.
Prompts and Scripts.
PCCE Script Editor.
Creating and Modifying PCCE Scripts.
Routing and Admin Scripts.
Scripting Variables, Expressions, Formulas and Functions.
Testing and Verifying PCCE Scripts.
Administrative Scripts e.g. Time of Day Routing
Advanced Scripting and Call Routing.
Basic VXML Functionality.
Outbound Dialing Campaigns.
Monitoring and Recording.
Cisco Unified Communications Manager Integration and Configuration.
Cisco Voice Portal (CVP) Integration and Configuration.
Scripting for CVP.
CVP Call Studio.
Media Server and Media File
Cisco CUIC Reporting.
CUIC users and security settings.
Generating and Scheduling Stock Reports.
Historical and Real Time Reports.
Introduction to Cisco IOS Enterprise Cisco Unified Border Element (CUBE) Gateway.
Diagnostic Framework Suite.
Additional Troubleshooting Resources.
Serviceability, Administration, Reports & Troubleshooting.
Real Time Monitoring Tool.
Additional topics may be added on request.
Additional Information: This course runs as an open course in a flexible format based on the needs of the delegates. It is tailored to meet the needs of a specific customer implementation and delivered to a closed group of delegates using the customer PCCE equipment.