IT TRAINING

Cisco AUCC-CVP – Administering Unified Contact Center Enterprise v8.0 with CVP and IP-IVR

In this course you will learn abou the Cisco Unified CCE v8.0 system, the Intelligent Contact Management routing application as well as the Cisco Outbound Option.

You will also learn how to configure the Cisco Unified CCE v8.0 software, use the ICM routing software to route calls.

Who needs to attend

Who needs to attend?
This course is aimed at system engineers and anyone whose responsibilities include the configuration and maintenance of a Cisco Unified Contact Center Enterprise equipment.

what you will learn

What you will learn
Upon completion you will know how to:

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 CVP and Cisco Unified IP IVR
ICM users and feature control sets, various ICM configuration utilities, ICM variables, and create routing options using an external SQL Database
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
Cisco Outbound Option components and how to configure an outbound dialer, import rule, query rule, and a campaign
Basic reporting characteristics of Cisco Unified Intelligence Center

Prerequisites

Prerequisites
Students need to have:

Familiarity with call center operations
Familiarity with Microsoft Active Directory, Microsoft Windows 2003, and Microsoft SQL Server 2005

Course outline

Course Outline

1. Cisco Unified Contact Center Enterprise v8.0 Product

Cisco Unified Contact Center Enterprise v8.0
Benefits
Options
PPDIOO
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
Components of Cisco Unified Contact Center Enterprise v8.0
ICM Components
ICM Databases
ICM Terms
Intelligent Contact Management Routing Techniques
ICM Pre-Route
ICM Post-Route

2. Configuring Cisco Unified Contact Center Enterprise v8.0

Introduction
Cisco Unified CCE v8.0 Architecture
Parent/Child Deployment Model
Cisco Unified CCE v8.0 Call Flows
Integrating Cisco Unified Communications Manager v8.0
Defining Cisco Unified Communications Manager v8.0
Configuring Cisco Unified Communications Manager v8.0
Integrating Cisco Unified Communications Manager v8.0
Integrating Cisco Unified Customer Voice Portal (CVP)
Components of Cisco Unified CVP
Cisco Unified CVP Call Flows
Integrating Cisco Unified CVP into the UCCE solution
Cisco Unified CCE v8.0 Configurations
Administration and Data Server
ICM Configuration
Agent Desktop Options
Cisco CTI
CTI OS Toolkit
Cisco Agent Desktop
CRM Connectors
Using the Cisco Unified CCE v8.0 Script Editor
ICM Script Editor
Working with ICM Script Editor
Testing a Script

3. Extended Functions

Creating Feature Control Sets and Users
Feature Control Sets and Users
User Permissions
Internet Script Editor
Using Script Editor Utilities
Finding Objects and Their Associations
Exporting and Importing Scripts
Renaming and Deleting Objects
Default Labels
Creating and Using Cisco Unified CCE v8.0 Variables
Define ICM Variables
Peripheral Variables
Expanded Call Variables
User Variables
Configuring Access to an External Database
Class Database
DB Lookup Script Node
External Database Configuration
Scripting for External Database Access
Adding Multiple Skill Groups
Using the CED Script Node
Using the Formula Editor
Using the Route Select Script Node

4. Administrative Scripts and Translation Routing

Administrative Scripts
Creating User Variables
Creating an Administrative Script
Translation Routing
How Translation Routing Works

5. Configuring a Second Peripheral

Integrating Cisco Unified IP IVR
Cisco Unified IP IVR
Cisco Unified IP IVR Script Editor
Integrating Cisco Unified IP IVR
Cisco Unified IP IVR Call Control Processes
New Peripheral Basic Configuration
Basic ICM Configuration
Cisco Unified Communications Manager v8.0 Configuration
ICM Scripting
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
Enterprise Services and Skill Groups
Defining Enterprise Services and Skill Groups
Scripting for Enterprise Skill Groups

6. Configuring Cisco Outbound Option

Cisco Outbound Option
Outbound Campaign Call Processing
Outbound Configuration Summary
Cisco Outbound Option Configuration
Basic Outbound Configuration
Creating Dialer Ports
Campaign Configuration
ICM scripting for Outbound Dialing

7. Cisco Unified Intelligence Center (IC)

Cisco Unified IC
Benefits and Features
Deployment Models
Additional Features
Cisco Unified IC Reporting
Accessing Reporting Data
Cisco Unified CCE Stock Reports
Cisco Unified CVP Stock Reports
Running Cisco Unified IC Reports

Addendum 1: Release Note Summaries

Release Notes 8.5(1)
Release Notes 8.5(2)
Release Notes 8.5(3)
Release Notes 8.5(4)
Release Notes 9.0(1)

Addendum 2: Hardware, Software, and Compatibility

ICM 9.0(x) Hardware
Types of Hardware Supported
Server Classes
Collocated Deployments
ICM/UCCE 9.0(x) Software
Windows Support
SQL Server Support
Client Platforms
Compatibility
Version and Product Compatibility
Parent/Child Compatibility
NAM/CICM Compatibility

Addendum 3: Congestion Control

Congestion Control Basics
Congestion Control Thresholds and Treatment Modes
Congestion Control Serviceability
Troubleshooting Congestion Control Issues

Addendum 4: Precision Routing

Define Precision Routing and Terminology
Configuring Precision Routing
Reporting on Precision Queues
Troubleshooting Precision Queues

Addendum 5: Packaged Contact Center Enterprise

Describe Packaged CCE
Describe the Deployment Models and Options Available with Packaged CCE
Deploying Packaged CCE
Describe Packaged CCE Web Administration and APIs

Addendum 6: Finesse

Finesse Pre-Requisites and Installation
High Level Architecture
Finesse Web Services Overview
Finesse Gadgets
Finesse Administration
Finesse Troubleshooting

Follow on
There are no follow-ons for this course.

Certification programs
There are no certifications associated with this course.