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Cisco Unified Contact Center Enterprise Advanced Administration v11.5 Training (UCCE-AA)
Cisco Unified Contact Center Enterprise Advanced Administration v11.5 Training (UCCE-AA) is a 5-day instructor-led course that prepares learners to implement more advanced functions and options in the Cisco Unified CCE environment. This course will provide the student a more comprehensive look at complex topics such as advanced routing techniques, Cisco Finesse Administration, using VoiceXML applications, accessing an external database, and translation routing.
This course will also provide students with the capability of implementing Cisco Options such as the Cisco Outbound Option, Courtesy Callback, and Agent Greetings and Whisper announcements.
Finally, the student will learn about advanced reporting topics such as advanced administration, importing reports, and custom reporting.
Who Should Attend
Cisco Unified Communications system channel partners and resellers.
System and technical support engineers.
Customers who are deploying and maintaining Cisco Unified CCE solution products.
All students must have their own personal computer or laptop for access to lab systems, WebEx (for WebEx deliveries), and course materials (if electronic materials are used).
These computers must conform with these capabilities:
Windows (preferred), Mac and Linux operating systems supported.
Access to the internet with speeds greater than 1 Mbps.
Mozilla Firefox (v45 or better [preferred]) or Internet Explorer 11.
Must have or the ability to install Cisco AnyConnect VPN software and Cisco IP Communicator.
Must have the ability to use Remote Desktop Connection for access to lab servers.
Headsets for audio communications can be helpful.
Students should also have:
Working knowledge of Cisco networking and components such as routers and switches.
Working knowledge of Microsoft software products such as Microsoft Windows
Server deployed in an Active Directory environment.
Attendance in Cisco Unified CCE Administration classes (AUCCE1 or UCCE-A) or equivalent real world experience. This class will assume the student has a basic working knowledge of Cisco Unified CCE and its administration.
Cisco Unified Contact Center Enterprise Administration (UCCE-A v11.5)
What You Will Learn
Upon completing this course, the learner will be able to meet these overall objectives:
● Understand CCE solutions, architecture, solution options, deployment models, integrated features and call flow options.
● Apply advanced scripting principles using the expression editor and custom functions as well as implement silent monitoring and recording.
● Understand Cisco Finesse administration and how to set up reason/wrap-up codes, desktop layout, custom variables, and workflow applications and implement Finesse IP Phone Agent.
● Understand and implement VoiceXML applications and configure access to an external database via the VXML Server.
● Understand the concepts behind translation routing to include when, why, and how to implement translation routing in a Cisco Unified CCE or traditional ICM environment.
● Implement Cisco Unified CCE Options including Cisco Outbound dialing, Courtesy Callback, Agent
● Greeting/Whisper announcements, and Mobile Agent.
● Understand advanced CUIC reporting concepts including administration, importing reports, and custom reporting.
Module 1. Cisco Unified Contact Center Enterprise Overview
Lesson 1: Presenting Cisco Unified Contact Center Enterprise
Cisco Unified CCE Solutions
New/Deprecated Features and Enhancements
Cisco Unified CCE Reference Designs
Cisco Unified CCE Reference Design Specifications
Cisco Unified CCE Core Components
Optional Cisco Components
Optional Third-Party Components
Cisco Unified CCE Solution Integrated Features
Lesson 2: Cisco Unified CCE Core Components
Cisco Unified Communications Manager
Cisco Unified CM Cluster Nodes
Cisco Unified CM Database Architecture
Call Processing Subscriber Redundancy
CTI Manager Service
Partitions and Calling Search Spaces
Basic Call Handling
Cisco Unified CCE/ICM
Traditional ICM Deployment Models
Cisco Unified CVP
Cisco Unified CVP Product Components
Cisco Unified CVP Functional Deployment Models
Lesson 3: Cisco Unified CCE Options
Optional Cisco Unified CCE Components
Cisco Unified CCE Third-Party Components
Cisco Unified CCE Integrated Features
Lesson 4: Basic Call Flow Models
Call Flow Types
Traditional ICM Pre-route
Traditional ICM Post-route
Cisco Unified CCE Call Flow
Traditional ICM Translation Routing
Translation Route to VRU
Module 2. Implementing Business Rules
Lesson 1: Advanced Scripting and Routing
Importing and Exporting ICM Scripts
Find Node ID
Script Queue Real-Time
Area Code Routing
Route Select Node
Supervisor/Emergency Assistance Scripting
Lesson 2: ICM Scripting Variables, Expressions, Formulas, and Functions
Review ICM Variables
Lesson 3: Silent Monitoring and Recording
Lesson 4: Advanced CVP Configurations
Configuring CVP Components
CVP Outbound Messaging
Uploading Scripts and Media
Module 3. Using Finesse Administration
Lesson 1: Finesse Overview
Lesson 2: Finesse Administration
The Administration Interface
Agent Request APIs
Call Variables Layouts
Lesson 3: Finesse IP Phone Agent
Define IP Phone Agent
Configuring IP Phone Agent
Module 4. Using CVP VoiceXML Applications
Lesson 1: Basic VoiceXML Functionality
Describe VoiceXML Applications
Configuring for VoiceXML
Lesson 2: Using Call Studio
Describe the Call Studio Environment
Describe Elements and How to Configure Them
Using Tag Substitution
Starting a New Project
Importing an Existing Project
Validating and Saving a Project
Deploying a Project as an Application
Admin and Project Batch Files
Lesson 3: ICM Scripting for VoiceXML Applications
Invoking a VoiceXML Application
ECC Variable Settings for VoiceXML Applications
Passing Information To/From a VoiceXML Application
Lesson 4: Accessing an External Database
Overview of Database Access
Adding a JDBC Driver
Configuring the JNDI Context Information
Using the Database Element in Call Studio
Returning the Information to ICM
Module 5. Translation Routing
Lesson 1: Traditional Translation Routing
Translation Routing Concepts
Translation Routing Requirements
Translation Routing Call Flow
Lesson 2: Translation Routing to CVP
Translation Routing Requirements
Translation Routing Call Flow
Translation Routing Configurations
Module 6. Configuring Cisco Unified CCE Options
Lesson 1: Cisco Outbound Option
Define Outbound Option
Configuring an Agent-Based Campaign
Configuring an IVR-Based Campaign
Lesson 2: Courtesy Callback
Define Courtesy Callback
Components of Courtesy Callback
Courtesy Callback Configurations
ICM Scripting for Courtesy Callback
Lesson 3: Agent Greeting/Whisper Announcements
Define Agent Greeting and Whisper Announcements
Creating Agent Greetings
Creating Whisper Announcements
Invoking Agent Greeting/Whisper Announcements
Lesson 4: Mobile Agent
Describe Mobile Agent
Mobile Agent Call Modes
Mobile Agent Requirements
Mobile Agent Configurations
Module 7. CUIC Reporting for the Advanced User
Lesson 1: CUIC Overview
Review CUIC basics
Lesson 2: CUIC Administration
Report Scheduler Email Settings
CCE User Integration
Lesson 3: Importing and Using CVP Reports
Find and Import CVP Stock Reports
Run CVP Stock Reports
Setting Up Gateway and Trunk Group Reporting
Lesson 4: Custom Reporting
Custom Reporting Requirements and Key Concepts
Using Value Lists and Collections
Understanding Report Definitions
Creating a Report Definition
Creating a New Report
Call Detail Reporting
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