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Shaping the future of IT skills

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Cisco Unified Contact Centre Express Bespoke UCCX CUCM CUC - CUCCE

WGAC-CSC-CUCCE

Cisco

Description

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Introduction

This bespoke instructor-led workshop focuses on configuration, administration and troubleshooting of Cisco Unified Communications Manager, Cisco Unified Contact Centre Express and Cisco Unity Connection in single and multi-site deployments. There is a strong emphasis on lab oriented tasks for delegates to configure and verify, such as Cisco Unified Contact Centre Express integration with Cisco Unified Communications Manager, and explore features for each system. Delegates will configure and test a new Cisco Unified Contact Centre Express installation and build advanced scripts for call handling. The course runs as a ‘workshop’ environment where delegates can also make use of the instructors’ consultancy skills for specific areas of interest to them additional theory about the Cisco Contact Centre Express.

Duration: 5 days

Pricing is for mainland UK delivery only.

Indicative
cost for EMEA delivery £POA

We can
deliver the training in all the main European languages.

Prerequisites & Audience

A basic knowledge of data and voice networks. Delegates do not require any previous experience with Cisco Unity Connection, Cisco Unified Contact Centre Express or Cisco Unified Communications Manager

Course Benefits

Provide an understanding of the design and deployment considerations as well as configuration, day-to-day administration, troubleshooting and management tasks of Cisco Unified Contact Centre Express.

Course Topics

IP Telephony overview.

Cisco Unified Communications architecture.

IP Telephony Call Flows.

Design Considerations.

Prime License Manager (PLM)

Cisco Unified Communications Manager features.

Running Cisco Unified Communications Manager in VMWare.

Adding IP phones in Cisco Unified Communications Manager using the Auto-registration process.

Manually adding IP phones in Cisco Unified Communications Manager.

Configuring Directory Numbers

Integrating the Apple iPhone, Nokia and Blackberry phones with Cisco Unified Communications Manager.

Using the Bulk Administration Tool (BAT) to add/modify IP phones in Cisco Unified Communications Manager.

Cisco IP Phones and Phone Settings.

Cisco Jabber for Windows Client and Service Profiles.

IP Phone User Interfaces.

IP Phone Hardening.

Speed Dials.

Personal Address Book.

Configuring/modifying IP Phone Softkeys and Button Templates.

Loading IP Phone Firmware from a Peer IP hone.

Cisco Unified Communications Manager System and Enterprise Parameters.

End user configuration.

SIP Universal Resource Identifier (URI) Alpha Dialing

+E.164 Numbering Plan

Configuring Users in Microsoft Active Directory

Integrating Cisco Unified Communications Manager with a corporate user directory (LDAP integration and filtering).

Configuring user telephony features such as Call Pickup, Call Park, Callback, Intercom and Do Not Disturb.

Self care Portal.

Self Provisioning.

Recording using the Built in Barge feature on phone.

Call Recording to an External Recording Server.

Extension Mobility.

Extension Mobility Cross-Cluster.

Hunt Pilot, Hunt Lists and Line Groups (call coverage). Native call queuing for Hunt Pilots.

Call routing in Cisco Unified Communications Manager.

Dial plan considerations (including overlapping number schemes).

Installing and Activating a Numbering Plan.

Route Filters.

Time of Day routing.

Routing calls based on the Calling Number (CLI).

Call Forwarding.

Busy Lamp Field and Native Presence.

Forced Authorization Codes and Client Matter Codes.

Codec preference

Number Normalization and Digit Translation.

Media resources – e.g. Conferencing, Music on Hold, Video on Hold, Transcoding.

Service Advertisement Framework and Call Control Discovery

Codec Preference.

Video Endpoints

Call Admission Control (CAC).

Class of Service (Partitions and Calling Search Spaces).

MGCP Gateways.

H.323 Gateways.

SIP Trunks.

Multi-site Deployments and Inter-Cluster Configuration.

Inter-Cluster Lookup Service (ILS) and Inter-Cluster Alpha URI Dialing.

Global Dial Plan Replication.

Disaster Recovery System.

Monitoring and Troubleshooting.

Quality Reporting Tool.

CDR Analysis and Reporting Tool (CAR).

Using the Dialed Number Analyser tool to verify correct configuration for call routing.

Real Time Monitoring Tool.

Using Analysis Manager for managing system trace files and searching call records.

Cisco Unified Contact Centre Express

Cisco Unified Contact Centre Express Architecture.

Design Considerations and Deployment Models.

Basic Call Flows.

Hardware Requirements.

Version Compatibility.

Differences between Unified Contact Centre Express version 11 and older versions.

New Features and Changes.

Unified Contact Centre Express Modes of Operation.

Licensing and Security Features.

License Installation.

Installation, Upgrade, and Recovery.

Cisco Unified Communications Manager Integration and Configuration.

Adding IP phones in Cisco Unified Communications Manager.

Configuring Users and Agents.

Assigning Directory Numbers to Agents.

Introduction to the various Unified Contact Centre Express Agents.

Cisco Finesse Agent Desktop.

Cisco Finesse Supervisor Desktop

Cisco Finesse Administration.

Modifying Cisco Finesse Agent Desktop Layout

Cisco Finesse Agent Workflows, Reason Codes, Wrap-Up Codes, etc.

Modifying Cisco Finesse Supervisor Desktop Layout

Cisco Finesse IP Phone Agent

Using the Unified Contact Centre Express Agent Desktop.

Using the Unified Contact Centre Express Supervisor Desktop.

Cisco Finesse Gadgets

Unified Contact Centre Express Post Installation Configuration.

CTI Route Point and CTI Ports.

Configuring Applications and Triggers.

The Customer File Repository.

Recording, Uploading and Configuring Prompts.

Cisco Unified CCX Script Editor Overview.

Script Variables.

Designing Scripts.

Creating, Uploading and Testing Basic Scripts (New Scripts and Building Scripts Based on Templates).

Differences in Building and Using Older Version Scripts.

Advanced Scripts (Including Accepting Caller Input, PIN verification, Queue Selection, Busy, No Answer, Callback, Name To User, Time based Routing, Holiday and Emergency prompt changes and more).

Configuring Multiple Queues and Assigning Agents to Queues.

Configuring Caller Menus for IVR Prompts and Scripts to Access Queues.

Configuring Call Centre Resources (Agents and Supervisors).

Configuring Skills Based Resources. Assigning Skills and Skill Levels to Agents.

Recording using the Built in Barge feature on phone.

Cisco Unified Communications Manager Based Call Recording.

Call Recording to an External Recording Server (Optional).

Finesse Supervisor Call Recording Management.

Finesse Agent Desktop Workflow to Record Calls.

High Availability over LAN.

High Availability over WAN.

Bandwidth Utilization over the WAN.

Traffic Requirements.

Quality of Service Recommendations.

Localization and Time Zone Support.

Round Table Phone Support.

Outbound Dialing Feature.

Cisco Mobile Supervisor.

Monitoring and Recording.

Remote Monitoring.

Workforce Optimization Cisco Finesse Administrator.

VMWare Support and License Requirements.

IM and Presence Integration.

Serviceability, Administration, Reports & Troubleshooting.

Historical Reports.

Real Time Reports.

Cisco Unified Intelligence Center.

Trace Settings and Retrieval.

Database Backup and Restore.

Video Endpoints.

Cisco Unity Connection

IP Telephony and voicemail integration overview.

Cisco Unity Connection integrated messaging architecture.

IP Telephony and voicemail call flows.

Design considerations.

Prime License Manager (PLM).

Running Cisco Unified Communications Manager in VMWare.

Voicemail clients and user interfaces.

Administrative tools and interfaces.

Cisco Unity Connection features.

Cisco Unified Communications Manager features.

Basic IP phone configuration on Cisco Unified Communications Manager.

Configuring Cisco Unified Communications Manager for integration with Cisco Unity Connection (SCCP and SIP).

Configuring Cisco Unity Connection for integration with Cisco Unified Communications Manager (SCCP and SIP).

Managing AXL servers.

Cisco Unity Connection system Service and Enterprise parameters.

Cisco Unity Connection user authentication rules.

Adding users and mailboxes in Cisco Unity Connection.

Managing mailboxes.

LDAP integration.

Directory Handlers and Interview Handlers.

Managing greetings.

Cisco Unity Connection call routing, call handling and auto-attendant.

Time Based Call Management

Recording and announcing attendee name when joining a conference.

Message Notification and Restriction tables.

Class of Service (Partitions and Search Spaces).

Managing schedules and holidays.

SMTP message notification.

Distribution lists and Broadcast lists

Messaging deployment models used for Cisco Unity Connection.

Multi-site deployments.

E.164 Numbering Plan

Voicemail Networking (including VPIM).

Adding remote sites and remote users in Cisco Unity Connection.

Phone View.

Disaster Recovery.

IMAP integration.

Cisco Unified Messaging Gateway.

Monitoring and Troubleshooting.

Real Time Monitoring Tool.

Generating and viewing reports in Cisco Unity Connection.

Additional Information: This course runs as an open course in a flexible format based on the needs of the delegates. Alternatively, it can be tailored to meet the needs of a specific customer implementation and delivered to a closed group of delegates. Additional topics may be added on request.

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