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Cisco Unified Contact Center Enterprise Administration v11.5 (UCCE-A)

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 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

Lab Outline

  • Lab 1-0: Setting up your VPN and Student CIPC
  • Lab 2-1: Configuring Cisco Unified Communications Manager
  • Lab 2-2: Test Basic Routing Functions of Intelligent Contact Manager
  • Lab 2-3: Configure ICM and Test Basic ACD Routing
  • Lab 3-1: Configure and License Cisco Unified CVP
  • Lab 3-2: Configure Voice Browsers for Cisco Unified CVP
  • Lab 3-3: Cisco Unified CVP Proof of Concept
  • Lab 3-4: Implementing ACD Routing with Prompting, Collecting and Queuing
  • Lab 4-1: Configuring Feature Control Sets, ICM Users and Using Internet Script Editor
  • Lab 4-2: Using Script Editor Utilities
  • Lab 4-3: Configuring Precision Routing
  • Lab 4-4: Configuring Reroute on No Answer (RONA)
  • Lab 4-5: CTI Route Point Initiated Calls
  • Lab 4-6: Implement an Administrative Script
  • Lab 5-1: Navigating CUIC
  • Lab 5-2: Running and Modifying CUIC Reports