AUCCE-BC - Administering Cisco Unified Contact Center Enterprise Boot Camp v10.0 Eğitimi

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Cisco  » Contact Center Eğitimler

AUCCE-BC - Administering Cisco Unified Contact Center Enterprise Boot Camp v10.0

This class covers all topics represented in the AUCCE1 and AUCCE2 courseware.

In this course, you will learn about the requirements needed to configure, monitor, and support a Cisco Unified CCE deployment, which includes the following topics: agent configuration, CTIOS and Finesse desktops, scripting for Cisco Unified CCE, Cisco Unified CVP, and Voice XML, administrative scripting, skill group and precision queue routing, external database access, courtesy callback, agent greeting, outbound campaign dialing, reporting, and troubleshooting tools. This class covers all topics presented in the AUCCE1 and AUCCE2 courses.

What You'll Learn

  • Basic components and operations of the Cisco Unified CCE solution
  • Basic configuration tools and create a simple script
  • Perform the ICM configuration tasks required to support basic agent functionality
  • Build and test a basic IVR script utilizing Cisco Unified CVP MicroApps
  • Configure and script Cisco Unified CCE to support reporting requirements, skill group and precision queuing, ring-no-answer, transfers, as well as time-of-day and day-of-week routing
  • Deploy and integrate the Cisco Unified CVP VXML component for external database access, courtesy callback, and agent greeting
  • Requirements and configure Cisco Unified CCE for outbound campaign dialing
  • Basic concepts and generate reports using Cisco Unified Intelligence Center
  • Cisco Unified CCE support tools and call tracking

Who Needs to Attend

  • Channel partners and field support personnel responsible for sales, implementation, or administration of a Cisco Unified Contact Center and VRU implementation in customer enterprise networks
  • Support personnel
  • Managers overseeing UCCE deployments

Prerequisites

  • Working knowledge of Cisco Unified Communications Manager and voice gateways
  • Basic understanding of contact center operations
  • Basic knowledge of Microsoft software such as Windows Active Directory, Windows Server, SQL Server and other Microsoft client operating systems is helpful but not required
  • Basic knowledge of Cisco networking components such as routers and switches is helpful but not required

Follow-On Courses

There are no follow-ons for this course.

Course Outline

1. Cisco Unified Contact Center Enterprise v10 Foundations

  • Introducing UCCE
  • Unified CCE Components and Architecture
  • UCCE Terms, Routing, and Additional Components
  • Accessing UCCE Tools

2. UCCE Configuration and Scripting

  • Configuration Manager
  • Script Editor Overview
  • Scripting for CVP

3. Unified CCE Inbound Agent Considerations

  • CTI Options Overview
  • Configuring ICM for Agent Functionality
  • Configuring UCM for Agent Functionality
  • Scripting ICM for Agent Functionality

4. Unified CCE IVR/VRU Functionality

  • Media Files and Variables in ICM Scripts
  • Basic IVR Scripting with MicroApps

5. Additional UCCE Considerations

  • Configuring CCE for Monitoring and Reporting
  • Configuring and using Precision Queues
  • Transfers and RONA Review
  • Mobile Agents
  • Advanced Scripting and Routing
  • ICM Scripting Variables, Expressions, Formulas and Functions
  • Creating an Administrative Script for Time of Day Routing
  • Creating Feature Control Sets and Users
  • Silent Monitoring and Recording

6. VXML Implementation

  • Basic VXML Functionality
  • Installing and Configuring VXML
  • Basic VXML SQL Database Lookup
  • Exploring Courtesy Callback
  • Agent Greeting

7. UCCE Outbound Option

  • Outbound Option
  • Configuring Outbound Option for Agent and IVR Campaigns

8. Cisco Unified Intelligence Center Reporting

  • Cisco Unified IC Overview
  • Cisco CUIC Reporting

9. CCE Support Considerations

  • Supporting UCCE
  • Diagnostic Framework Suite
  • UCCE Support
  • Tracking an Agent Call through the Database

Labs

Lab 1: Setting Up Your VPN and SIP Phone

Lab 2: Configuring Cisco Unified Communications Manager

Lab 3: Explore Your Voice Gateway (Ingress/VXML)

Lab 4: Explore CVP and ICM Servers

Lab 5: Tools and Utilities for Administering ICM Dialed Numbers and Call Types

Lab 6: Prepare a Simple Script

Lab 7: Use ICM Tools for ICM Scripts

Lab 8: Configure ICM for Basic Agent and Skill Group Functionality

Lab 9: Configure CUCM for Agent Functionality

Lab 10: Install CTIOS Agent Desktop

Lab 11: Testing Basic Skill Group Functionality in an ICM Script

Lab 12: Media Files and Variables in ICM Scripting

Lab 13: Basic IVR Scripting with MicroApps

Lab 14: Configure CCE for Monitoring and Reporting

Lab 15: Configuring Precision Routing

Lab 16: Configuring Ring No Answer (RONA)

Lab 17: Implement Administrative Scripts

Lab 18: CTI Route Point Initiated Calls

Lab 19: Feature Control Sets and Users

Lab 20: VXML Server Configuration and Call Studio Installation

Lab 21: Create and Deploy a Cisco Unified Call Studio Project

Lab 22: Integrate VXML Applications with an ICM Script

Lab 23: SQL DB Lookup Functionality for VXML

Lab 24: Implement Cisco Courtesy Callback

Lab 25: Agent Greeting

Lab 26: Configure Outbound Agent Campaign SCCP Dialer

Lab 27: CUIC Reports and Dashboards

Lab 28: Using Troubleshooting Tools

Lab 29: Track call thru RCD/TCD Records



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