UCCE-A - Cisco Unified Contact Center Enterprise Administration

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 Design Specifications
• Cisco Unified CCE Core Components
• Optional Cisco Components
• Optional Third-Party Components
• Cisco Unified CCE Solution Integrated Features
• Solution Administration

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

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. Basic ACD Configurations

Lesson 1: Configuring Cisco Unified Communications Manager

• Cisco IP Phones
• CTI Route Points
• Trunks
• Route Groups, Route Lists, and Route Patterns
• Application User Accounts

Lesson 2: Configuring Cisco Unified CVP

• Functional Overview
• Basic CVP Configurations
• Basic CVP Integration Requirements

Lesson 3: Configuring Cisco Unified CCE

• Define Administration Tools
• Configuration Manager
• ACD Configurations

Lesson 4: Using Cisco Finesse

• Introduction to Cisco Finesse
• Using Finesse Agent and Supervisor Desktops

Lesson 5: Using Cisco Unified CCE Script Editor

• Script Editor Basics
• Creating, Saving, and Validating an ICM Script
• Testing an ICM script

Module 3. Configuring Cisco Unified CVP for IVR Functionality

Lesson 1: Basic IVR Configurations

• Media File Types
• Media File Storage Locations
• ICM Call Variables
• CVP Micro-Applications
• Configure Network VRU Script Definitions for CVP Micro-Apps
• System-level ICM Configurations Supporting Cisco Unified CVP

Lesson 2: Basic IVR Scripting using CVP Micro-Applications

• Using the Send to VRU Script Node
• ICM Scripting for IVR Activity
• Validate, Save, Schedule, and Test Script

Module 4. Extended Functions

Lesson 1: ICM User Accounts and Feature Control Sets

• Define Feature Control Sets
• Define ICM User Accounts
• Using the Quick Edit Mode
• Use Feature Control Sets to Limit User Access
• Install and Use the Internet Script Editor

Lesson 2: Using ICM Utilities

• Script Explorer
• Enabled Scripts
• Call Type Associations
• Script Reference
• Importing and Exporting ICM Scripts
• Deleting Objects from the ICM Database
• Renaming Objects in the ICM Database
• Using Default Labels

Lesson 3: Understanding ICM Variables

• Define Variables
• Categories of ICM Variables
• Using ICM Variables

Lesson 4: Precision Routing

• Define Precision Routing
• Compare Skill Group vs PQ Routing
• Defining the Agent with Attributes
• Defining Callers Requirements with PQ’s
• Using PQ’s in an ICM Script

Lesson 5: Routing Calls from Cisco Unified CM

• Understanding Routing Calls Originating from CUCM
• Understanding Routing Calls Transferred by an Agent

Lesson 6: Ring-No-Answer Routing

• Understanding Routing for Ring-No-Answer Conditions
• Method 1: Using Agent Desk Settings
• Method 2: Using Agent Desk Settings and CVP Patterns for RNA Timeout

Lesson 7: ICM Administrative Scripting

• Define Admin Scripts
• Define Admin Script Usage

Module 5. Cisco Unified CCE Reporting

Lesson 1: Introducing Cisco Unified Intelligence Center

• Basic Attributes of CUIC
• Browser-Based Reporting
• Deployment Models
• CUIC Terms
• CUIC Licensing
• CUIC Navigation Drawers
• Security Administration
• Real-time vs Historical Reports
• Using Permalinks

Lesson 2: Running and Modifying CUIC Reports

• Stock Report Templates
• Filtering and Running Stock Reports
• Modifying a Stock Report
• Scheduling a Report

Lesson 3: Creating CUIC Reports and Dashboards

• Create a Report
• Create a Dashboard

Upon completing this course, the learner will be able to meet these overall objectives:

• Understand the Cisco Unified CCE solution, architecture, solution options, integrated features, and call flow options.
• Understand basic principles and configuration requirements for ACD activity in Cisco Unified CM, Cisco Unified CVP, ICM, and how to access and use the Cisco Finesse Agent Desktop.
• Understand requirements and configurations to implement IVR activity in Cisco Unified CVP.
• Understand and use administrative features and functions of ICM and implement more complex routing to include Precision Routing, routing from Cisco Unified Communications Manager, and routing in a ring-no-answer condition.
• Understand basic concepts and terms to access, view, modify reports, and use other reporting functions provided by Cisco Unified Intelligence Center.

All students must have their own personal computer or laptop for access to lab systems, WebEx (for WebEx deliveries), and course materials (if electronic materials are used). These computers must conform with these capabilities:

• Windows (preferred), Mac and Linux operating systems supported.
• Access to the internet with speeds greater than 1 Mbps.
• Mozilla Firefox (v45 or better [preferred]) or Internet Explorer 11.
• Must have or the ability to install Cisco AnyConnect VPN software and Cisco IP Communicator.
• Must have the ability to use Remote Desktop Connection for access to lab servers.
• Headsets for audio communications can be helpful.

Students should also have:

• Basic knowledge of Cisco networking and components such as routers and switches.
• Basic knowledge of Microsoft software products such as Microsoft Windows Server deployed in an Active Directory environment.
• Basic familiarity with automatic call distribution (ACD) systems and interactive voice response (IVR) systems.

The primary audience for this course is as follows:

• Cisco Unified Communications system channel partners and resellers who are responsible for sales, implementation, or administration of a Cisco Unified Contact Center.
• System and technical support engineers.
• Day 1 and Day 2 support personnel.
• Administrative and reporting personnel.