UCCE-A v11.5 - Cisco® Unified Contact Center Enterprise Administation Course Outline
Cisco Unified Contact Center Enterprise Administration (UCCE-A) is a 5-day instructor-led course that helps prepare learners to administer the Cisco Unified CCE v11.5 solution. This course will provide the student with the basic knowledge to understand the Cisco Unified CCE deployment solution and requirements for basic ACD and IVR configurations to include using ICM Configuration Manager and associated utilities, setting up agents, providing for basic IVR activities and using the Cisco Finesse Agent desktop. This course will also provide knowledge on how to use the ICM Script Editor and associated utilities to implement basic routing techniques, routing for transfers, ring-no-answer conditions and Precision Routing. And last, this course provides basic overall knowledge on Cisco Unified Intelligence Center deployments and how to use the reporting interface to access, view, and personalize report templates and dashboards.
Upon completing this course, the learner will be able to meet these overall objectives:
Understand the Cisco Unified CCE solution, architecture, solution options, integrated features, and call flow options.
Understand basic principles and configuration requirements for ACD activity in Cisco Unified CM, Cisco Unified CVP, ICM, and how to access and use the Cisco Finesse Agent Desktop.
Understand requirements and configurations to implement IVR activity in Cisco Unified CVP.
Understand and use administrative features and functions of ICM and implement more complex routing to include Precision Routing, routing from Cisco Unified Communications Manager and routing in a ring-no-answer condition.
Understand basic concepts and terms to access, view, modify reports and use other reporting functions provided by Cisco Unified Intelligence Center.
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:
A Microsoft Windows PC (Windows Vista, Windows 7, and Windows 8) or virtual machine with full audio capabilities.
Must have already installed Cisco AnyConnect VPN software and Cisco IP Communicator or have Administrator rights to install Cisco AnyConnect VPN software and Cisco IP Communicator.
Access to the internet with speeds greater than 1 Mbps.
Mozilla Firefox (v45 or better [preferred]) or Internet Explorer 11.
Must have the ability to use Remote Desktop Connection for access to lab servers.
Headsets for audio communications can be helpful.
Basic knowledge of Cisco networking and components such as routers and switches.
Basic knowledge of Microsoft software products such as Microsoft Windows Server deployed in an Active Directory environment.
Basic familiarity with automatic call distribution (ACD) systems and interactive voice response (IVR) systems.
Who Should Attend
The primary audience for this course is as follows:
Cisco Unified Communications system channel partners and resellers who are responsible for sales, implementation or administration of a Cisco Unified Contact Center.
System and technical support engineers.
Day 1 and Day 2 support personnel.
Administrative and reporting personnel.
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 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
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: Basic ACD Configurations
Lesson 1: Configuring Cisco Unified Communications Manager
Cisco IP Phones
CTI Route Points
Route Groups, Route Lists, and Route Patterns
Application User Accounts
Lesson 2: Configuring Cisco Unified CVP
Basic CVP Configurations
Basic CVP Integration Requirements
Lesson 3: Configuring Cisco Unified CCE
Define Administration Tools
Lesson 4: Using Cisco Finesse
Introduction to Cisco Finesse
Using Finesse Agent and Supervisor Desktops
Lesson 5: Using Cisco Unified CCE Script Editor
Script Editor Basics
Creating, saving, and validating an ICM script
Testing an ICM script
Module 3: Configuring Cisco Unified CVP for IVR Functionality
Lesson 1: Basic IVR Configurations
Media File Types
Media File Storage Locations
ICM Call Variables
Configure Network VRU Script Definitions for CVP Micro-Apps
System-level ICM Configurations Supporting Cisco Unified CVP
Lesson 2: Basic IVR Scripting using CVP Micro-Applications
Using the Send to VRU Script Node
ICM Scripting for IVR Activity
Validate, Save, Schedule, and Test Script
Module 4: Extended Functions
Lesson 1: ICM User Accounts and Feature Control Sets
Define Feature Control Sets
Define ICM User Accounts
Using the Quick Edit Mode
Use Feature Control Sets to Limit User Access
Install and Use the Internet Script Editor
Lesson 2: Using ICM Utilities
Call Type Associations
Importing and Exporting ICM Scripts
Deleting Objects from the ICM Database
Renaming Objects in the ICM Database
Using Default Labels
Lesson 3: Understanding ICM Variables
Categories of ICM Variables
Using ICM Variables
Lesson 4: Precision Routing
Define Precision Routing
Compare Skill Group vs PQ Routing
Defining the Agent with Attributes
Defining Callers Requirements with PQ’s
Using PQ’s in an ICM Script
Lesson 5: Routing Calls from Cisco Unified CM
Understanding Routing Calls Originating from CUCM
Understanding Routing Calls Transferred by an Agent
Lesson 6: Ring-No-Answer Routing
Understanding Routing for Ring-No-Answer Conditions
Method 1: Using Agent Desk Settings
Method 2: Using Agent Desk Settings and CVP Patterns for RNA Timeout
Lesson 7: ICM Administrative Scripting
Define Admin Scripts
Define Admin Script Usage
Module 5: Cisco Unified CCE Reporting
Lesson 1: Introducing Cisco Unified Intelligence Center
Basic Attributes of CUIC
CUIC Navigation Drawers
Real-time vs Historical Reports
Lesson 2: Running and Modifying CUIC Reports
Stock Report Templates
Filtering and Running Stock Reports
Modifying a Stock Report
Scheduling a Report
Lesson 3: Creating CUIC Reports and Dashboards
Create a Report
Create a Dashboard
Lab 1-0: Setting up your VPN and Student CIPC
Lab 2-1: Configuring Cisco Unified Communications Manager
Lab 2-2: Test Basic Routing Functions of Intelligent Contact Manager
Lab 2-3: Configure ICM and Test Basic ACD Routing
Lab 3-1: Configure and License Cisco Unified CVP
Lab 3-2: Configure Voice Browsers for Cisco Unified CVP
Lab 3-3: Cisco Unified CVP Proof of Concept
Lab 3-4: Implementing ACD Routing with Prompting, Collecting and Queuing
Lab 4-1: Configuring Feature Control Sets, ICM Users and Using Internet Script Editor
Lab 4-2: Using Script Editor Utilities
Lab 4-3: Configuring Precision Routing
Lab 4-4: Configuring Reroute on No Answer (RONA)
Lab 4-5: CTI Route Point Initiated Calls
Lab 4-6: Implement an Administrative Script
Lab 5-1: Navigating CUIC
Lab 5-2: Running and Modifying CUIC Reports
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