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AUCCE - Administering Cisco Unified Contact Center Enterprise Software v8.0

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Duration: 5 Days

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Course Information

Course Description

Administering Cisco Unified Contact Center Enterprise (AUCCE) is an instructor-led course presented by training partners to system engineers and customers who will be involved with day-to-day interaction with the Cisco Unified Contact Center Enterprise v8.0 (CCE) product. This course will give you an understanding of the Cisco Unified CCE v8.0 system, the Intelligent Contact Management (ICM) routing application, and Cisco Outbound Option. You will accomplish this by configuring the Cisco Unified CCE v8.0 software, use the ICM routing software to route calls from Cisco Unified IP IVR and from Cisco Unified Communications Manager. Additionally, you will use various ICM utilities to aid you in locating configuration errors and you will configure the Cisco Outbound Option.​

 

Course Objectives

 

  • Demonstrate an overall understanding of the Cisco Unified CCE v8.0 system, the Intelligent Contact Management (ICM) routing application, and its environment
  • Configure a Cisco Unified CCE v8.0 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
  • Understand administrative scripting, translation routing concepts, and how translation routing operates
  • Configure a new Cisco Unified CCE v8.0 system that routes from Cisco Unified Communications Manager v8.0
  • 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​

 

Course Audience

The primary audience for this course is as follows:

Cisco Unified Communications system channel partners and resellers
System engineers 

The secondary audience for this course is as follows:


Customers who will be configuring and maintaining the Cisco Unified Contact Center Enterprise products​

Course Outline

Module 1: Cisco Unified Contact Center Enterprise v8.0 Product Overview

Lesson 1: Presenting Cisco Unified Contact Center Enterprise v8.0
Cisco Unified Contact Center Enterprise v8.0
Benefits of Cisco Unified Contact Center Enterprise v8.0
Cisco Unified Contact Center Enterprise v8.0 Options
PPDIOO

Lesson 2: Call Routing Options
Carrier-Based Routing
Private Network Routing
Carrier-Based Routing with Cisco Unified CCE v8.0
Benefits of Routing with Cisco Unified CCE v8.0

Lesson 3: Components of Cisco Unified Contact Center Enterprise v8.0
ICM Components
ICM Databases
ICM Terms

Lesson 4: Intelligent Contact Management Routing Techniques
ICM Pre-Route
ICM Post-Route

Module 2: Configuring Cisco Unified Contact Center Enterprise v8.0

Lesson 1: Introduction
Cisco Unified CCE v8.0 Architecture
Parent/Child Deployment Model
Cisco Unified CCE v8.0 Call Flows

Lesson 2: Integrating Cisco Unified Communications Manager v8.0
Defining Cisco Unified Communications Manager v8.0
Cisco Unified Communications Manager v8.0 Configuration
Integrating Cisco Unified Communications Manager v8.0

Lesson 3: Integrating Cisco Unified IP IVR
Defining Cisco Unified IP IVR
Cisco Unified IP IVR Script Editor
Integrating Cisco Unified IP IVR
Cisco Unified IP IVR Call Control Processes

Lesson 4: Cisco Unified Customer Voice Portal
Defining Cisco Unified CVP
Components of Cisco Unified CVP
Cisco Unified CVP Call Flows

Lesson 5: Cisco Unified CCE v8.0 Configurations
Defining the Administration and Data Server
ICM Configuration

Lesson 6: Agent Desktop Options
Defining Cisco CTI
Defining CTI OS Toolkit
Defining Cisco Agent Desktop
Defining CRM Connectors

Lesson 7: Using the Cisco Unified CCE v8.0 Script Editor
Describing ICM Script Editor
Working with ICM Script Editor
Testing a Script

Module 3: Extended Functions

Lesson 1: Creating Feature Control Sets and Users
Feature Control Sets and Users
User Permissions
Internet Script Editor

Lesson 2: Using Script Editor Utilities
Finding Objects and Their Associations
Exporting and Importing Scripts
Renaming and Deleting Objects
Default Labels

Lesson 3: Creating and Using Cisco Unified CCE v8.0 Variables
Define ICM Variables
Peripheral Variables
Expanded Call Variables
User Variables

Lesson 4: Configuring Access to an External Database
Class Database
DB Lookup Script Node
External Database Configuration
Scripting for External Database Access

Lesson 5: Adding Multiple Skill Groups
Using the CED Script Node
Using the Formula Editor
Using the Route Select Script Node

Module 4: Administrative Scripts and Translation Routing

Lesson 1: Understanding Administrative Scripts
Defining Administrative Scripts
Creating User Variables
Creating an Administrative Script

Lesson 2: Understanding Translation Routing
Defining Translation Routing
How Translation Routing Works

Module 5: Configuring a Second Peripheral

Lesson 1: New Peripheral Basic Configuration
Basic ICM Configuration
Cisco Unified Communications Manager v8.0 Configuration
ICM Scripting

Lesson 2: Creating Translation Routes for Cisco Unified Contact Center Enterprise v8.0
Cisco Unified CCE v8.0 Translation Routing
Translation Route Configuration Requirements
Using the Translation Route Wizard
Scripting for Translation Routing

Lesson 3: Enterprise Services and Skill Groups
Defining Enterprise Services and Skill Groups
Scripting for Enterprise Skill Groups

Module 6: Configuring Cisco Outbound Option

Lesson 1: Cisco Outbound Option Overview
Cisco Outbound Option
Outbound Campaign Call Processing
Outbound Configuration Summary

Lesson 2: Cisco Outbound Option Configuration
Basic Outbound Configuration
Creating Dialer Ports
Campaign Configuration
ICM scripting for Outbound Dialing

Module 7: Cisco Unified Intelligence Center

Lesson 1: Cisco Unified IC Overview
Cisco Unified IC Benefits and Features
Cisco Unified IC Deployment Models
Additional Features

Lesson 2: Cisco Unified IC Reporting
Accessing Reporting Data
Cisco Unified CCE Stock Reports
Cisco Unified CVP Stock Reports
Running Cisco Unified IC Reports
Lab Outline

Lab Topology
Hardware and Software Requirements
Admin Server (DCDNS) Installation and Configuration
Cisco Unified Communications Manager Server Installation and Configuration
Cisco Unified IP IVR Installation and Configuration
ICM Sprawler Installation and Configuration
Agent PC Configuration
Final Virtual Machine Preparation
Teardown and Restoration​

Course Prerequisites

 

  • Familiarity with call center operations
  • Microsoft Active Directory
  • Microsoft Windows 2003
  • Microsoft SQL Server 2005​

 

Course Schedule
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