Cisco Unified Contact Center Enterprise Advanced Administration v11.5 Training (UCCE-AA)

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Cisco Unified Contact Center Enterprise Advanced Administration v11.5 Training (UCCE-AA)

Introduction:

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.

Duration

5 days

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.

Class Prerequisites

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.

Course Outline

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
Solution Administration
Compatibility

Lesson 2: Cisco Unified CCE Core Components

Cisco Unified Communications Manager

Cisco Unified CM Cluster Nodes
Cisco Unified CM Database Architecture
Intracluster Communications
Call Processing Subscriber Redundancy
CTI Manager Service
Partitions and Calling Search Spaces
Basic Call Handling
Agent Phones
Cisco Unified CCE/ICM

Definitions
Traditional ICM
Traditional ICM Deployment Models
ICM Components
ICM Databases
ICM Terms
Cisco Unified CVP

Cisco Unified CVP Product Components
Additional 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
Solution Administration

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
Script Explorer
Script Locks
Select Customer
Find Node ID
Script Real-time
Script Queue Real-Time
Reporting
Area Code Routing
Route Select Node
Congestion Control
Supervisor/Emergency Assistance Scripting

Lesson 2: ICM Scripting Variables, Expressions, Formulas, and Functions

Review ICM Variables
Formula Editor
Built-In Functions
Custom Functions

Lesson 3: Silent Monitoring and Recording

Network-Based Recording
Phone-Based 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

Define Finesse
Finesse Architecture
Finesse Gadgets

Lesson 2: Finesse Administration

The Administration Interface
Agent Request APIs
Settings
Call Variables Layouts
Desktop Layout
Phone Books
Reasons
Team Resources
Workflows

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
Outbound Components
Configuring an Agent-Based Campaign
Configuring an IVR-Based Campaign

Lesson 2: Courtesy Callback

Define Courtesy Callback
Components of Courtesy Callback
Call Flow
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

User Management
Device Management
Control Center
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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