Cisco AUCC-CVP – Administering Unified Contact Center Enterprise 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.
This course is aimed at system engineers and anyone whose responsibilities include the configuration and maintenance of a Cisco Unified Contact Center Enterprise equipment.
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
Students need to have:
Familiarity with call center operations
Familiarity with Microsoft Active Directory, Microsoft Windows 2003, and Microsoft SQL Server 2005
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Cisco AUCC-CVP – Administering Unified Contact Center Enterprise v8.0 with CVP and IP-IVR
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
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