Overview
This ten-day instructor-led UCCEFT 8.0 course is a combination of three courses: AUCCE, DUCCE and DUIC. This course is aimed at system engineers and customers involved in day-to-day interaction with the Cisco Unified Contact Center Enterprise (CCE) and the Cisco Unified Intelligence Center (CUIC) product. The first and second part of this course will give you an understanding of the Cisco Unified CCE system, the Intelligent Contact Management (ICM) routing application, and Cisco Outbound Option. You will accomplish this by installing and configuring the Cisco Unified CCE software, use the ICM routing software to route calls from Cisco Unified IP IVR and Cisco Unified Communications Manager. You will gain an understanding of the Unified CCE deployment capabilities, processes, fault tolerance, installation, and basic troubleshooting options. The Unified CCE software will be installed and Unified CCE troubleshooting tools explored. Additionally, you will install and configure the Cisco Outbound Option and use various ICM utilities to aid you in locating configuration errors. The third part of this course covers the Cisco Unified Intelligence Center 8.0 which is a comprehensive, end-to-end reporting solution, designed to make the task of creating reports and managing disparate data sources easier on the customer and, at the same time, present a consistent user interface and a common tool to access the varied data across multiple Cisco product families.
Pre-Requisites
- Familiarity with call center operations.
- Microsoft Active Directory.
- Microsoft Windows 2003.
- Microsoft SQL Server 2005.
- Desired: Working knowledge of Unified Contact Center Enterprise.
- Desired:Working knowledge of Contact Center Operations.
Content
Module 1 Presenting Cisco Unified Contact Center Enterprise
- Define Cisco Unified Contact Center Enterprise
- List the benefits of using Cisco Unified CCE to include carrier class reliability, scalability, and normalized reporting across multiple ACD platforms using WebView or Cisco Unified Intelligence Center
- Describe the options of Cisco Unified CCE including Cisco Outbound Option, Cisco Interaction Manager, Customer
- Voice Portal, Agent Desktop options, CRM connectors, and Remote Silent Monitoring
- Describe the fundamental properties of PPDIOO
Module 2 Call Routing Options
- Describe carrier-based call routing in a multi-site contact center environment
- Describe the operation of a private contact center network
- Describe a basic carrier-based Cisco Unified CCE call flow using the Intelligent Contact Management software application
- Discuss the benefits of using Cisco Unified CCE for call-by-call routing in a multisite environment
Module 3 Components of Cisco Unified Contact Center Enterprise
- List the components of an ICM system and explain the role of each
- Discuss the ICM database architecture
- Define the most commonly used terms in the ICM application
Module 4 Intelligent Contact Management Routing Techniques
- Describe an ICM pre-route call flow
- Describe an ICM post-route call flow
Module 5 Configuring Cisco Unified Contact Center Enterprise
- Describe the basic architecture and deployment model of Cisco Unified CCE
- Describe the parent/child deployment model for Cisco Unified CCE
- Describe pre-route and post-route call flows for Cisco Unified CCE
Module 6 Integrating Cisco Unified Communications Manager
- Define and describe Cisco Unified Communications Manager
- Define various terms associated with Cisco Unified Communications Manager that are used in Cisco Unified CCE
- Describe how to configure basic Cisco Unified Communications Manager objects such as phones, user accounts, and route points
- Describe the application user account and its purpose in Cisco Unified CCE integration
Module 7 Integrating Cisco Unified IP IVR
- Define Cisco Unified IP IVR and its features
- Describe Cisco Unified IP IVR Script Editor and the basic properties of managing a script
- Describe the configuration requirements for integrating Cisco Unified IP IVR with Cisco Unified Communications Manager and the ICM software
- Describe the call control processes required to establish a call on Cisco Unified IP IVR from a post-route point of view
Module 8 Cisco Unified Customer Voice Portal
- Define and describe Cisco Unified CVP
- Describe the components of Cisco Unified CVP
- Describe a basic call flow to establish a call to Cisco Unified CVP
Module 9 Cisco Unified CCE Configurations
- List and define the various programs in the Administration and Data Server
- Describe the Configuration Manager and how to use it to create database objects
- Configure a network VRU
- Configure Agent Desk settings
- Configure a Call Manager PG and peripheral with an additional VRU peripheral
- Configure network trunk groups and trunk groups
- Configure services, skill groups, and agents
- Configure agent teams and supervisors
- Configure routes
- Configure device targets and labels
- Configure dialed numbers and call types
- Configure network VRU scripts
Module 10 Agent Desktop Options
- Provide an overview of Cisco CTI server
- Describe the CTI OS Toolkit and Software Development Kit
- Describe Cisco Agent Desktop
- Describe CRM connectors
Module 11 Using the Cisco Unified CCE Script Editor
- Describe Script Editor and its features
- Describe Script Editor nodes
- Describe how to validate a script
- Describe how to save and schedule a routing script
- Describe the Call Tracer utility
- Test a routing script
Module 12 Creating Feature Control Sets and Users
- Define and create a feature control set
- Add Cisco Unified CCE users with various levels of access
- Assign a feature control set to a Cisco Unified CCE user
- Demonstrate the permissions assigned to users
- Use Quick Edit
- Install and use Internet Script Editor
Module 13 Using Script Editor Utilities
- Understand how to use Script Explorer to locate and manage scripts
- Understand how to use Enabled Scripts to locate scripts based on call type
- Understand how to use call type associations to determine which call types are associated to a script
- Understand how to use Script Reference to determine which scripts contain certain targets
- Understand how to import and export scripts
- Understand how to delete database objects
- Understand the effect of renaming database objects
- Describe how to create and use default labels
Module 14 Creating and Using Cisco Unified CCE Variables
- Define an ICM variable
- Define peripheral variables and how to populate them
- Define Expanded Call Contexts and how to enable and populate them
- Define user variables and how to populate them
Module 15 Configuring Access to an External Database
- Describe the database that will be used in class
- Describe the DB Lookup script node
- Define the database and its location in Configuration Manager
- Modify your script to use information from the database
Module 16 Adding Multiple Skill Groups
- Understand how to use a CED node to branch logic based on a CED value
- Understand how to use Formula Editor to build expressions
- Modify a routing script to use the Route Select node to mimic the properties of an existing script with fewer nodes
Module 17 Cisco Unified Contact Center Enterprise Component Architecture
- Understanding Cisco Unified Contact Center Enterprise Processes
- Understanding Cisco Unified Contact Center Enterprise Fault Tolerance
Module 18 Installing Cisco Unified Contact Center Enterprise
- Introduction
- Integrating Cisco Unified Communications Manager
- Integrating Cisco Unified IP IVR
- Installing the Cisco Unified CCE Main Installer
- Installing the Central Controller
- Installing the Peripheral Gateway
- Agent Desktop Options
- Installing CTI Services
- Completing the Configuration
Module 19 Database and Application Driven Routing Options
- External Database Routing
- Application Gateway
Module 20 Installing Cisco Outbound Option
- Cisco Outbound Option Overview
- Cisco Outbound Option Installation
Module 21 Reporting and Maintenance Tools
- Cisco Support Tools
- Cisco Unified Analysis Manager
Module 22 Cisco Unified Intelligence Center Overview
- Cisco Unified Intelligence Center Overview
- Managing Cisco Unified Intelligence Center Components
- Cisco Unified Intelligence Center Deployment Considerations
- Cisco Unified Intelligence Center Security and License Types
Module 23 Cisco Unified Intelligence Center Installation, Administration, and Security
- Installing Cisco Unified Intelligence Center
- Cisco Unified Intelligence Center Administration
- Managing Users and Security in Cisco Unified Intelligence Center
Module 24 Running Cisco Unified Intelligence Center Reports
- Running Cisco Unified Intelligence Center Reports
- Modifying Cisco Unified Intelligence Center Stock Reports
Module 25 Cisco Unified Intelligence Center Custom Reporting
- Cisco Unified CCE Key Concepts
- Creating a New Cisco Unified Intelligence Center Report
- Call Detail Record Searches
Objectives
- Demonstrate an overall understanding of the Cisco Unified CCE system, processes, the Intelligent Contact Management (ICM) routing application, and its environment.
- Install and configure a Cisco Unified CCE system that routes from Cisco Unified IP IVR.
- Describe ICM users and feature control sets, various ICM configuration utilities, ICM variables, and create routing options using an external SQL Database and an Application Gateway.
- Understand administrative scripting, translation routing concepts, and how translation routing operates.
- Configure a new Cisco Unified CCE system that routes from Cisco Unified Communications Manager.
- Install and understand the Cisco Outbound Option components and how to configure an outbound dialer, import rule, query rule, and a campaign.
- Describe basic reporting characteristics of Cisco Unified Intelligence Center.
- Install and utilize Cisco Support Tools, Cisco Analysis Manager, and Cisco Unified Intelligence Center.
- Provide a comprehensive overview of the Cisco Unified Intelligence Center.
- Demonstrate how to install, administer, and provide security for the CUIC solution.
- Describe reporting concepts and capabilities and features of CUIC reports.
- Provide a detailed description of how custom reports from normal data sources (Cisco Unified CCE and Cisco CVP) and new data sources can be created to meet specific customer requirements.
Target Audience
Cisco Unified Communications system channel partners, resellers, system engineers and customers who will be configuring and maintaining the Cisco Unified Contact Center Enterprise products and the Cisco Unified Intelligence Center product, as well as those partners looking to achieve the Cisco UCCE ATP.
Certification
- 642-241 - Unified Contact Center Enterprise Design.
- 642-242 - Unified Contact Center Enterprise Implementation.
- 642-243 - Unified Contact Center Enterprise Support.
- All three exams are required to achieve the Cisco UCCE ATP accreditation.
Further Information
CVPI – Cisco Customer Voice Portal Implementation is the recommended follow-on-course.
