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Administering Unified Contact Center Enterprise Part 1

  • Intermediate
  • 18 and older
  • $4,195
  • 462 Seventh Avenue, New York, NY
  • 40 hours over 5 sessions

Start Dates (0)

  • $4,195
  • Sunset Learning Institute - NYC @ 462 Seventh Avenue 6th Fl, New York, NY 10018
  • 40 hours over 5 sessions
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Class Description

Description

What you'll learn in this unified contact center training:

Administering Unified Contact Center Enterprise with CVP Part 1 (AUCCE 1)

This is a 5 day instructor-led course intended for system engineers and customers who will be involved with day 2 support of a UCCE solution deployed in a CVP comprehensive environment.

AUCCE Part 1 course gives the learner an understanding of the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound/outbound UCCE environment. This course is intended for those administering the solution, or who may be responsible for Level 1-2 support of the solution.

This course also serves as a good stepping-stone for the corresponding Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE Part 2) course, and should be considered as a prerequisite before taking Part 2.  This course is also a good companion course to the DUCCE course, which covers more detail on the installation/maintenance of the UCCE solution.  

The overall goal of this course is to build an effective administrator of the solution by exposing the technical requirements of the solution and utilizing the solution tools for effective operation.  The learner will be exposed to CCE (ICM) and VXML scripting in this course to ensure basic competence with the solution.  For advanced scripting topics, refer to the AUCCE Part 2 or the CVPD course.

Target Audience
The primary audience for this course is as follows:
  • Cisco Unified Communications system channel partners and resellers responsible for the Sales, Implementation or Support of a UCCE solution 
  • Day 1 and Day 2 support personnel responsible for the daily add/move/change of the UCCE environment 
The secondary audience for this course is as follows:
  • Managers, team-leads, business liaison personnel or anyone who needs to be remotely involved in the UCCE solution and have a better overall understanding of its function.
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 a Windows computer including a mouse and the simultaneous use of the Alt-Tab keys is required.
  • Working knowledge of Unified Communications Manager and Voice Gateways would be really helpful.  Take the VFCC course, by example
  • A basic understanding of contact center operations
Course Objectives
Upon completing this course, the learner will be able to meet these overall objectives:
  • Demonstrate an overall understanding of the Cisco Unified CCE solution from a component functional level.
  • Demonstrate basic proficiency with add/move/change of the ACD/PBX (agent/skill) environment of UCCE.
  • Demonstrate basic proficiency with add/move/change of the IVR (prompt/collect/queue) environment of UCCE including both MicroApp and VXML solution scripting (ICM Scripting and Call Studio scripting).
  • Configure a Supervisor to enable CUIC Reporting functionality including running stock reports and creating dashboards.
Course Outline

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
  • Lesson 1: Introducing UCCE
  • Lesson 2: Unified CCE Architecture and Components
  • Lesson 3: UCCE Terms, Routing and Additional Components
  • Lesson 4: Accessing UCCE Tools
Module 2: UCCE Configuration and Scripting
  • Lesson 1: Configuration Manager 
  • Lesson 2: ICM Script Editor Overview
  • Lesson 3: Scripting for CVP
Module 3: CCE Inbound Agent Considerations
  • Lesson 1: CTI Options Overview
  • Lesson 2: Configure ICM for Agent Functionality
  • Lesson 3: Configure UCM for Agent Functionality 
  • Lesson 4: Scripting ICM for Agent Functionality
Module 4: Unified CCE IVR/VRU Functionality
  • Lesson 1: Basic IVR Scripting with MicroApps
  • Lesson 2: ICM MicroApps
  • Lesson 3: ICM Scripting Using MicroApps
Module 5: Additional UCCE Considerations
  • Lesson 1: ICM Considerations for Reporting and Monitoring
  • Lesson 2: Precision Routing
  • Lesson 3: RONA
Module 6: External VXML Implementation
  • Lesson 1: Basic VXML Functionality
  • Lesson 2: Installing and Configuring VXML
Module 7: Cisco Unified Intelligence Center (CUIC) Reporting
  • Lesson 1: CUIC Overview
  • Lesson 2: CUIC Reporting
Lab Outline:
  • Lab 1-1: Overview of the AUCCE Lab Environment 
  • Lab 1-2: Explore Your Voice Gateway (Ingress/VXML)
  • Lab 1-3: Explore CVP and ICM Servers 
  • Lab 2-1: Administering ICM Dialed Numbers and Call Types
  • Lab 2-2: Prepare a Simple Label Script
  • Lab 2-3: Using ICM Tools for ICM Scripts
  • Lab 3-1: Configure ICM for Basic Agent and Skill Group Functionality
  • Lab 3-2: Configure UCM for Agent Functionality
  • Lab 3-3: Install CTIOS Agent/Supervisor Desktop Agent/Supervisor Desktop
  • Lab 3-4: Testing Basic Skill Group Functionality in an ICM Script
  • Lab 4-1: Media Files and Variables in ICM Scripts
  • Lab 4-2: Basic IVR Scripting with MicroApps
  • Lab 5-1: Configuring CCE for Monitoring and Reporting
  • Lab 5-2: Configuring and Using Precision Routing
  • Lab 5-3: RONA
  • Lab 5-4: Implement Administrative Scripts
  • Lab 5-5: Configure Calls Using SIP with Proxy (Optional)
  • Lab 5-6: Configure CTI Route Point for on-net CCE Calls and Agent-Initiated Transfers (Optional)
  • Lab 6-1: VXML Server Configuration and Call Studio Installation
  • Lab 6-2: Create and Deploy a Cisco Unified Call Studio Project
  • Lab 6-3: Integrate VXML Applications with an ICM Script
  • Lab 7-1: Run more CCE Reports, Create a Dashboard in CUIC
Note:
Learn for 365 Days!

We believe in a 365-day learning experience that begins immediately, regardless of when you attend your ILT course. At SLI, you get a range of learning opportunities, from instructor-led hands-on training, to self-directed, customizable learning paths based on your environment, your needs, and your level of experience. We provide the tools and options, and you decide what you need, when you need it, and how you want to learn it!

Immediate access to supplemental learning assets that are INCLUDED with your purchase of the above instructor-led training course:
  • 365 Days of Access to SLI’s Entire Collaboration Video Reference Library (VRL), not just the 5-day class you sign up for (hundreds of searchable, on-demand learning bytes in 5-15-minute videos)
  • 365 Days of Unlimited Access to Delta Sessions - What’s Not Covered in Class! (Version Upgrades, Industry Updates, Etc.)
  • 365 Days of Unlimited 24x7 Access to SLI's Community - Collaborate with SLI Instructors and Other Members (Monitored Daily by SLI Instructors) 
  • 365 Days of Unlimited Access to Interactive neXTpertise Sessions and other IT Resources with SLI Instructors (featured hot topics, exam prep, etc.) 
  • Unlimited Access to Hosted Webinars and All Previously Recorded Sessions
  • Unlimited Access to your Digital Courseware
Benefits:
  • Training that fits your needs (from high intensity to small learning bytes)
  • Build immediate competency - start at time of purchase!
  • Gain know-how and skills gaps with limited work disruptions
  • Get quick answers to daily challenges - live interaction!
School Notes:
Important:
All Sunset Learning Institute classes are taught in an instructor-led, live virtual environment. This price includes a facility fee of $300 (except Reston,VA or Denver, CO) to allow you to take it in a classroom-type environment. If you prefer to take the class from home, the $300 fee will be waived and refunded.

Refund Policy

Cancellation Policy

  • For cancellation notice received more than 16 business days prior to the class date, students may receive either a full refund less 5% cancellation fee or reschedule into another class date.
  • For cancellation notice less than 16 business days prior to the class start date, students will receive a voucher in the amount of the paid tuition to use for the same course up to a six months time frame and will be automatically put onto the wait list of the course of their choice and granted final admission five business days prior to class start day based on enrollment levels.
  • Student substitutions may be made at any time prior to the class start date. The school recommends that students substitutions instead of cancellation.
  • Failure to attend without written notice prior to the class start date will be considered a no show and will result in forfeiture of the full course price.
The school reserves the right to reschedule a course at any time.

Reschedule Policy

  • If a student chooses to reschedule their enrollment more than 29 business days prior to the start of class, we will do so with no penalty.
  • If a student chooses to reschedule less than 29 business days prior to the training start date they will be subject to a reschedule fee. The fee will depend on the class and the timing.

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