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Description

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Overview:

The Administering Cisco Unified Contact Center Enterprise is a 4-day course intended for system engineers, administrators, and support engineers responsible for tier one support. This course provides hands-on practice with administrative tools used to perform routine adds, moves, and changes in the inbound contact center environment.

Prerequisites:

The knowledge and skills that a learner should have before attending this course are as follows:

  • Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, switch) is helpful but not required.
  • Working knowledge of Unified Communications Manager and voice gateways.
  • Basic understanding of Cisco Unified Contact Center Enterprise architecture and operation.

The following Cisco learning offerings may help students meet these prerequisites:

  • Cisco CCEF
  • Cisco CLFNDU and Cisco CLCOR recommended.

Audience:

The target audience for this course is channel partners and field support personnel who are responsible for sales, implementation, or administration of a Cisco Unified Contact Center and VRU implementation in customer enterprise networks.

Primary audiences:

  • Deployment Engineers
  • CCE Administrators

Secondary audiences:

  • Technical Sales
  • Account and Project Managers

Outline:

Section 1 – Cisco Unified Contact Center Review

  • Contact Center Basics
  • CCE Components and Architecture
  • Call Flow
  • CCE Access Tools

Section 2 – Deploying Basic Call Settings

  • Media Routing Domains
  • Call Types
  • Dialed Numbers

Section 3 – Building a Basic Cisco Unified Contact Center Enterprise Script

  • Introduction to Script Editor
  • Use Script Editor Nodes
  • Understand Variables
  • Schedule Scripts
  • Manage Additional ICM Scripting Tools

Section 4 – Configure Basic Agent Functionality

  • Introduce Agent Functionality
  • Configure Agent Desk Settings
  • Configure Skill Groups and Skill Targets
  • Configure an Agent
  • Configure Agent Targeting Rules
  • Build an Agent Routing ICM Script
  • Prepare Agent Logon

Section 5 – Configuring Basic Call Treatment and Queuing

  • Media Server and Files
  • ECC Variables
  • Microapps
  • Play Media Microapp
  • Get Digits Microapp
  • Menu Microapp
  • Play Data Microapp
  • Get Speech Microapp
  • Capture Microapp
  • Scripting with Microapps

Section 6 – Implementing Precision Routing

  • Exploring the Basics
  • Migration Path
  • Skill Groups vs. Precision Queues
  • Configuring Attributes and Precision Queues
  • Precision Routing Sample Scenario

Section 7 – Configuring RONA Support

  • RONA Function Overview
  • RONA Time-out Considerations
  • RONA Script Logic

Section 8 – Configuring Agent Teams and Supervisors

  • Agent Roles
  • Supervisor
  • Team Function

Section 9 – Administering the Cisco Finesse Desktop

  • Finesse Server Integration
  • Custom Call Variable Layouts
  • Phone Books
  • Reason Codes
  • Workflows

Section 10 – Implementing VXML Applications

  • VXML Overview
  • CCE VXML Architecture and Logic Flow
  • Build Basic Call Studio Project
  • Deploy Project, Verify Config
  • CCE Scripting for External VXML Applications

Section 11 – Configuring Roles, Departments and Business Hours

  • Introducing Roles
  • Configuring CCE Administrators
  • Configuring Departments
  • Defining Business Hours

Section 12 – Running Unified CC Enterprise Reports with Unified IC

  • Introduce and Navigate CUIC
  • Reporting Touch Points
  • Access CUIC Stock Reports
  • Create Custom Dashboards

Lab Outline:

Labs are designed to assure learners a whole practical experience, through the following practical activities:

  • Navigating CCE Discovery Architecture and Components
  • Exploring ICM Configuration Tools
  • Administering ICM Dialed Numbers and Call Types
  • Prepare a Basic Label Script
  • Use ICM Tools for ICM Scripts
  • Configure ICM for Basic Agent and Skill Group Functionality
  • Configure CUCM for Agent Functionality
  • Testing Basic Skill Group Functionality in an ICM Script
  • Media Files and Variables in ICM Scripting
  • Basic IVR Scripting with MicroApps
  • Configure and Implement Precision Routing
  • Configuring RONA
  • Configure Agent Teams and Supervisors
  • Finesse Administration
  • VXML Server Configuration and Call Studio Installation
  • Create and Deploy a Cisco Unified Call Studio Project
  • Integrate VXML Applications with a CCE Script
  • Configuring Roles, Departments and Business Hours
  • Reporting

Additional information

Length

4 days

Guaranteed to run

No