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Administering Cisco Unified Contact Center Enterprise, Part 2 v10.0 - AUCCE2 (Collaboration)

Administering Cisco Unified Contact Center Enterprise, Part 2 v10.0 - AUCCE2 (Collaboration) Course Description

Duration: 5.00 days (40 hours)

Cisco Career Guide

Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2) is a 5 day instructor-led course for system engineers and customers who will be involved with "Day 2" support of a UCCE solution deployed in a CVP comprehensive environment. This course gives the learner an understanding of the requirements, resources and tools required to perform complex adds, moves and changes in the inbound/outbound UCCE environment. This course is intended for those performing advanced administration of the solution, or who may be responsible for Level 2-3 support of the solution. The AUCCE1 course or equivalent prior experience is a prerequisite for attending this course.

Next Class Dates

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Intended Audience for this Administering Cisco Unified Contact Center Enterprise, Part 2 v10.0 - AUCCE2 (Collaboration) Course

  • » Cisco Unified Communications system channel partners and resellers.
  • » Day 2 support personnel responsible for advanced administration and support of the UCCE environment.

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Course Prerequisites for Administering Cisco Unified Contact Center Enterprise, Part 2 v10.0 - AUCCE2 (Collaboration)

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Administering Cisco Unified Contact Center Enterprise, Part 2 v10.0 - AUCCE2 (Collaboration) Course Objectives

  • » Identify the basic components and operations of the Unified CCE solution
  • » Configure and script a basic UCCE CVP deployment
  • » Implement business rules as they apply to scripting and routing in Unified CM
  • » Install a basic CCE VXML Solution
  • » Install, configure and run a CCE Outbound Option Campaign
  • » Describe how to support CCE

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Administering Cisco Unified Contact Center Enterprise, Part 2 v10.0 - AUCCE2 (Collaboration) Course Outline

      1. Course Introduction
        1. Overview
        2. Learner Prerequisite Skills and Knowledge
        3. Course Goal and Objectives
        4. Course Flow
        5. Additional References
        6. Your Training Curriculum
      2. Cisco Unified Contact Center Enterprise v10 Foundations
        1. Introducing UCCE
          1. Unified CCE Overview
          2. Attributes of Cisco Unified CCE
          3. Cisco Unified CCE Components
          4. Unified CCE Naming Conventions
          5. Cisco Unified CCE Options
          6. Agent Desktop Options
          7. Whats New
        2. Unified CCE Architecture and Components
          1. Overview
          2. Voice Gateways
          3. Cisco Unified Communications Manager (UCM)
          4. Agent Phones and Features
          5. Intelligent Contact Manager (ICM)
          6. Customer Voice Portal (CVP)
          7. VXML
          8. Features of Unified CVP
        3. UCCE Terms, Routing and Additional Components
          1. Unified CCE Terms
          2. Unified CCE Call Flow Types
          3. Additional Unified CCE Components
          4. Contact Center Management Portal (CCMP)
          5. Cisco Unified Intelligence Center
          6. Geographic Dependencies/CCE Networks
          7. Packaged Contact Center Enterprise (PCCE)
        4. Accessing UCCE Tools
          1. Accessing UCM
          2. Accessing ICM
          3. Accessing CVP
          4. Accessing Voice Gateways
          5. Accessing CCMP
      3. CCE Configuration and Scripting Review
        1. Configuration Manager and Script Editor Review
          1. Configuration Manager Review
          2. Script Editor Review
        2. CTI Review
          1. CTI Review
          2. Finesse
          3. CTI OS Server
          4. CTI OS Client
          5. Cisco Agent Desktop
          6. Agent States
        3. Agent Skill Review
          1. Agent Functionality: ICM Configuration Steps
          2. Agent Login
          3. Agent Functionality: UCM Configuration Steps
          4. UCM Application User
          5. Configuring Agent IP phones for Unified CCE
          6. Agent phone / JTAPI User Association
        4. Microapps and Media File Review
          1. Microapps
          2. Understanding Media Server and Audio Files
          3. Audio Prompt Gateway Considerations
          4. Implementing Microapps in an ICM Script
        5. Precision Routing Review
          1. Precision Routing Overview
          2. Implementing Precision Routing
          3. Agents and Attributes
          4. Precision Queues
          5. CCE Scripting for Precision Routing
          6. Precision Routing Limitations and Reporting
        6. Transfers and RONA Review
          1. Transfer Types Overview
          2. Subsequent Transfer Considerations
          3. ICM Configuration Steps
          4. UCM Configuration Steps
          5. RONA
        7. Mobile Agents
          1. Mobile Agent Review
          2. Mobile Agent Configuration to Support CCE
      4. Implementing Business Rules
        1. Advanced Scripting and Routing
          1. Script Editor Advanced Features and Tools
          2. Best Practice ICM Scripting for Reporting
          3. Region / Area Code Routing
          4. Call Types vs. Requalify
          5. Route Select
          6. Congestion Control
          7. Multiline
          8. Dealing with IVR Node Results
          9. Supervisor Assistance Scripts
          10. Emergency Assistance Scripts
          11. Reason Codes
        2. ICM Scripting Variables, Expressions, Formulas and Functions
          1. Variables
          2. Formula Editor
          3. Using Built-In Functions
          4. Custom Functions
        3. Creating an Administrative Script for Time of Day Routing
          1. Administrative Scripts Overview
          2. Building an Admin Script
          3. Scheduling an Admin Script
          4. Testing an Admin Script
        4. Creating Feature Control Sets and Users
          1. Feature Control Sets
          2. ICM Users
          3. Internet Script Editor
        5. Silent Monitoring and Recording
          1. Silent Monitor Overview
          2. Configuring Unified CM-Based Silent Monitoring
          3. Configuring CTI OS-Based Silent Monitoring
          4. Silent Monitoring Logs
      5. CCE VXML Solution
        1. Basic VXML Functionality
          1. What is VXML
          2. Cisco Unified CVP VXML Solution
        2. Installing and Configuring VXML Solution
          1. Cisco Unified CVP VXML Server Configuration
          2. Cisco Unified Call Studio Project Configuration
          3. Project Deployment and VXML Server Maintenance Tasks
          4. ICM Considerations for VXML Application Support
        3. Basic VXML SQL Database Lookup
          1. Overview
          2. SQL/JDBC/JNDI Configuration
          3. Call Studio Configuration
          4. ICM Scripting and Testing
        4. Exploring Courtesy Callback
          1. What is Courtesy Callback?
          2. Courtesy Callback Call Flow
          3. Courtesy Callback Considerations
          4. Configuring Courtesy Callback
        5. Agent Greeting
          1. Agent Greeting Overview
          2. Deployment Considerations
          3. ICM Configuration
          4. Verification
      6. UCCE Outbound Option
        1. Outbound Option
          1. Outbound Option Overview
          2. Outbound Option Components
          3. Dialer Types
          4. Dialing Modes
          5. Outbound Campaign Features
          6. SIP Call Flows
          7. SIP Dialer Design Considerations
          8. Voice Gateway Design Considerations
        2. Configuring Outbound Option for Agent and IVR Campaigns
          1. Campaign Types Overview
          2. Prerequisite Configurations for Outbound Campaigns
          3. Agent-Based Campaign
          4. Agent-Based Campaign Scripting
          5. Answering Machine Detection
          6. Callbacks
          7. IVR-Based Campaign Configuration
          8. IVR-Based Campaign Scripting
      7. CCE Support Considerations
        1. Supporting UCCE
          1. Troubleshooting Methodology for UCCE
          2. Importance of Accurate Troubleshooting Information
          3. Contacting Cisco TAC
        2. Diagnostic Framework Suite
          1. Diagnostic Framework Suite Review
          2. Analysis Manager
          3. Unified System CLI
          4. Diagnostic Framework Portico
        3. UCCE Support
          1. ICM Support
          2. CVP Support
          3. Gateway Support
          4. UCM Support
        4. Tracking an Agent Call Through the Database
          1. TCD and RCD Overview
          2. Querying RCD and TCD Records
      8. Lab's
        1. Setting up your VPN and SIP phone
        2. Configuring Cisco Unified Communications Manager
        3. Explore Your Voice Gateway (Ingress/VXML)
        4. Explore CVP and ICM Servers
        5. Tools and Utilities for Administering ICM Dialed Numbers and Call Types
        6. Configure ICM for Basic Agent and Skill Group Functionality
        7. Install CTIOS Agent Desktop
        8. Testing Basic Skill Group functionality in an ICM Script
        9. Media Files and Variables in ICM Scripting
        10. Basic IVR Scripting with MicroApps
        11. Configure CCE for Monitoring and Reporting
        12. Configuring Precision Routing
        13. Configuring Ring No Answer (RONA)
        14. CTI Route Point Initiated Calls
        15. Configure Agent Transfers via Unified CCE DN Plan
        16. Implement Administrative Scripts
        17. Feature Control Sets and Users
        18. VXML Server Configuration and Call Studio Installation
        19. Create and Deploy a Cisco Unified Call Studio Project
        20. Integrate VXML Applications with an ICM Script
        21. SQL DB Lookup Functionality for VXML
        22. Implement Cisco Courtesy Callback
        23. Agent Greeting
        24. Configure Outbound Agent Campaign SCCP Dialer
        25. Using Troubleshooting Tools
        26. Track call thru RCD/TCD Records
        27. Instructor Break/Fix Lab

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Do you have the right background for Administering Cisco Unified Contact Center Enterprise, Part 2 v10.0 - AUCCE2 (Collaboration)?

Skills Assessment

We ensure your success by asking all students to take a FREE Skill Assessment test. These short, instructor-written tests are an objective measure of your current skills that help us determine whether or not you will be able to meet your goals by attending this course at your current skill level. If we determine that you need additional preparation or training in order to gain the most value from this course, we will recommend cost-effective solutions that you can use to get ready for the course.

Our required skill-assessments ensure that:

  1. All students in the class are at a comparable skill level, so the class can run smoothly without beginners slowing down the class for everyone else.
  2. NetCom students enjoy one of the industry's highest success rates, and pass rates when a certification exam is involved.
  3. We stay committed to providing you real value. Again, your success is paramount; we will register you only if you have the skills to succeed.
This assessment is for your benefit and best taken without any preparation or reference materials, so your skills can be objectively measured.

Take your FREE Skill Assessment test »

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Award winning, world-class Instructors

David M.
- Networking expert with several Cisco certifications, including CCENT, CCNA, CCDA, CCSI, and CCVP. - Has taught over 90 courses at NetCom Learning. - Average rating of 8.75 out of 9 on student evaluation reports.

Bio:

David has been in the Networking field for the past eleven years and holds several Cisco certifications. He has been an instructor since 2005 and has taught over 90 courses at NetCom Learning.

David is an extremely enthusiastic trainer with a raw passion towards teaching and delivering Cisco information and takes great pride in his career as an instructor, which has lead him to develop and deliver the class in his own unique way; very professional and knowledgeable, yet pleasant and enjoyable. His classes have a high passing rate for students taking certification exams, and averages 8.75 out of 9 on evaluation reports.
Michael G.
- Over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer.
- An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, as well as select Microsoft, Novell, CompTIA, Sun and CWNP courses.
- High-skilled and acclaimed instructor. Has trained over 900 students at Netcom Learning.

Bio:

Michael has over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer. An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, Michael also teaches select Microsoft, Novell, CompTIA, Sun and CWNP courses.

Michael's dedication and passion for teaching is unmatched. He has trained over 900 students at Netcom Learning since 2006 and his evaluation scores average 8.7 out of 9.
William D.
- Bachelors and Masters in Mathematics from University of Pennsylvania, in addition to several IT certifications.
- Over 20 years of experience in the IT industry; background ranges from engineering, administration and escalation support in networks.

Bio:

William is a highly-skilled IT professional with Bachelors and Masters Degree in Mathematics from University of Pennsylvania. He has been working in the IT industry for over 20 years, with experience in engineering, administration and escalation support in networks ranging from small to large scale complex enterprise environments.

As a Cisco and CompTIA Subject Matter Expert, he holds several certifications, including Cisco CCNA, CCNP, and CCIE. William is one of NetCom's top trainers, consistently scoring high marks in student evaluations.

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Recent Client Testimonials & Reviews

Very knowledgeable instructor. True subject matter expert.

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