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

Detailed 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 API’s
    • 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

Lab Outline

  • Lab 1-0: Setting up your VPN and Student CIPC
  • Lab 2-1: Advanced Scripting and Routing
  • Lab 2-2: Building Expressions and Custom Functions
  • Lab 3-1: Cisco Finesse Configurations
  • Lab 3-2: Implementing IP Phone Agent
  • Lab 4-1: Creating a Project in Call Studio
  • Lab 4-2: Integrate VXML Applications with ICM Scripts
  • Lab 4-3: Configure Database Lookup using Cisco Unified CVP
  • Lab 6-1: Configure an Agent-based Outbound Campaign
  • Lab 6-2: Configure a Transfer to IVR-based Outbound Campaign
  • Lab 6-3 Implement Cisco Courtesy Callback
  • Lab 6-4: Configure Agent Greeting
  • Lab 7-1: Using CUIC Administration
  • Lab 7-2: Creating a Custom Report