AUCCE Training Bangalore, India

AUCCE v1.0 - Administering Cisco Unified Contact Center Enterprise Software v8.0
Duration: 5 Day Lab & Lecture Course
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Objectives
Upon completing this course, you will be able to meet these overall 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 Outline
• Module 1: Cisco Unified Contact Center Enterprise v8.0 Product Overview
• Lesson 1: Presenting Cisco Unified Contact Center Enterprise v8.0
o Cisco Unified Contact Center Enterprise v8.0
o Benefits of Cisco Unified Contact Center Enterprise v8.0
o Cisco Unified Contact Center Enterprise v8.0 Options
o PPDIOO
• Lesson 2: Call Routing Options
o Carrier-Based Routing
o Private Network Routing
o Carrier-Based Routing with Cisco Unified CCE v8.0
o Benefits of Routing with Cisco Unified CCE v8.0
• Lesson 3: Components of Cisco Unified Contact Center Enterprise v8.0
o ICM Components
o ICM Databases
o ICM Terms
• Lesson 4: Intelligent Contact Management Routing Techniques
o ICM Pre-Route
o ICM Post-Route
• Module 2: Configuring Cisco Unified Contact Center Enterprise v8.0
• Lesson 1: Introduction
o Cisco Unified CCE v8.0 Architecture
o Parent/Child Deployment Model
o Cisco Unified CCE v8.0 Call Flows
• Lesson 2: Integrating Cisco Unified Communications Manager v8.0
o Defining Cisco Unified Communications Manager v8.0
o Cisco Unified Communications Manager v8.0 Configuration
o Integrating Cisco Unified Communications Manager v8.0
• Lesson 3: Integrating Cisco Unified IP IVR
o Defining Cisco Unified IP IVR
o Cisco Unified IP IVR Script Editor
o Integrating Cisco Unified IP IVR
o Cisco Unified IP IVR Call Control Processes
• Lesson 4: Cisco Unified Customer Voice Portal
o Defining Cisco Unified CVP
o Components of Cisco Unified CVP
o Cisco Unified CVP Call Flows
• Lesson 5: Cisco Unified CCE v8.0 Configurations
o Defining the Administration and Data Server
o ICM Configuration
• Lesson 6: Agent Desktop Options
o Defining Cisco CTI
o Defining CTI OS Toolkit
o Defining Cisco Agent Desktop
o Defining CRM Connectors
• Lesson 7: Using the Cisco Unified CCE v8.0 Script Editor
o Describing ICM Script Editor
o Working with ICM Script Editor
o Testing a Script
• Module 3: Extended Functions
• Lesson 1: Creating Feature Control Sets and Users
o Feature Control Sets and Users
o User Permissions
o Internet Script Editor
• Lesson 2: Using Script Editor Utilities
o Finding Objects and Their Associations
o Exporting and Importing Scripts
o Renaming and Deleting Objects
o Default Labels
• Lesson 3: Creating and Using Cisco Unified CCE v8.0 Variables
o Define ICM Variables
o Peripheral Variables
o Expanded Call Variables
o User Variables
• Lesson 4: Configuring Access to an External Database
o Class Database
o DB Lookup Script Node
o External Database Configuration
o Scripting for External Database Access
• Lesson 5: Adding Multiple Skill Groups
o Using the CED Script Node
o Using the Formula Editor
o Using the Route Select Script Node
• Module 4: Administrative Scripts and Translation Routing
• Lesson 1: Understanding Administrative Scripts
o Defining Administrative Scripts
o Creating User Variables
o Creating an Administrative Script
• Lesson 2: Understanding Translation Routing
o Defining Translation Routing
o How Translation Routing Works
• Module 5: Configuring a Second Peripheral
• Lesson 1: New Peripheral Basic Configuration
o Basic ICM Configuration
o Cisco Unified Communications Manager v8.0 Configuration
o ICM Scripting
• Lesson 2: Creating Translation Routes for Cisco Unified Contact Center Enterprise v8.0
o Cisco Unified CCE v8.0 Translation Routing
o Translation Route Configuration Requirements
o Using the Translation Route Wizard
o Scripting for Translation Routing
• Lesson 3: Enterprise Services and Skill Groups
o Defining Enterprise Services and Skill Groups
o Scripting for Enterprise Skill Groups
• Module 6: Configuring Cisco Outbound Option
• Lesson 1: Cisco Outbound Option Overview
o Cisco Outbound Option
o Outbound Campaign Call Processing
o Outbound Configuration Summary
• Lesson 2: Cisco Outbound Option Configuration
o Basic Outbound Configuration
o Creating Dialer Ports
o Campaign Configuration
o ICM scripting for Outbound Dialing
• Module 7: Cisco Unified Intelligence Center
• Lesson 1: Cisco Unified IC Overview
o Cisco Unified IC Benefits and Features
o Cisco Unified IC Deployment Models
o Additional Features
• Lesson 2: Cisco Unified IC Reporting
o Accessing Reporting Data
o Cisco Unified CCE Stock Reports
o Cisco Unified CVP Stock Reports
o 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