New Learning | Premium Moodle Theme

UCCE -A v.11.5 Cisco Unified Contact Center Enterprise Administration

Description

Cisco Unified Contact Center Enterprise Administration (UCCE-A) is a 5-day instructor-led course that helps prepare learners to administer the Cisco Unified CCE v11.5 solution. This course will provide the student with the basic knowledge to understand the Cisco Unified CCE deployment solution, requirements for deployment, and how to install and configure all major Cisco Unified CCE components. As a part of deployment activities, the student will understand how to install and integrate Intelligent Contact Manager (ICM) with Active Directory, how to install and integrate Cisco Unified CVP components using an IOS-based voice browser and Cisco Virtualized Voice Browser (Cisco VVB), how to install and integrate Cisco Finesse, how to install and integrate Cisco Unified Intelligence Center with Active Directory and associated Data Sources for reporting purposes, and how to install and configure Agent- and IVR-based Outbound Option dialing campaigns. And finally, the student will learn how to setup and use troubleshooting tools including RTMT, System CLI, Diagnostic Framework, and ICM command-line utilities to find status information and log files, and to track a call from the point of entry to the agent desktop.

The primary audience for this course is as follows:

  • Cisco Unified Communications system channel partners and resellers who are responsible for sales, implementation or administration of a Cisco Unified Contact Center.
  • System and technical support engineers.
  • Day 1 and Day 2 support personnel.
  • Administrative and reporting personnel.


Upon completing this course, the learner will be able to meet the overall objectives:

  • Understand the Cisco Unified CCE solution, architecture, solution options, integrated features, and call flow options.
  • Understand basic principles and configuration requirements for ACD activity in Cisco Unified CM, Cisco Unified CVP, ICM, and how to access and use the Cisco Finesse Agent Desktop.
  • Understand requirements and configurations to implement IVR activity in Cisco Unified CVP.
  • Understand and use administrative features and functions of ICM and implement more complex routing to include Precision Routing, routing from Cisco Unified Communications Manager and routing in a ring-no-answer condition.
  • Understand basic concepts and terms to access, view, modify reports and use other reporting functions provided by Cisco Unified Intelligence Center. 

Prerequisites

Students should have the following prerequisites for this course:

  • Basic knowledge of Cisco networking and components such as routers and switches.
  • Basic knowledge of Microsoft software products such as Microsoft Windows Server deployed in an Active Directory environment.
  • Basic familiarity with automatic call distribution (ACD) systems and interactive voice response (IVR) systems. 

Curriculum

Module 1: Cisco Unified Contact Center Enterprise Overview
Lesson 1: Presenting Cisco Unified Contact Center Enterprises
  • Cisco Unified CCE Solutions'New/Deprecated Features and Enhancements
  • 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 Deployments 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, adn validating an ICM script
  • Testing an ICM script

Module 3: Configuring Cisco Unified CVP 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
  • 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

What's included?
 

  • Authorized Courseware
  • Intensive Hands on Skills Development with an Experienced Subject Matter Expert
  • Hands on practice on real Servers and extended lab support 1.800.482.3172
  • Examination Vouchers  & Onsite Certification Testing- (excluding Adobe and PMP Boot Camps) 
  • Academy Code of Honor: Test Pass Guarantee
  • Optional: Package for Hotel Accommodations, Lunch and Transportation

Training Formats

With several convenient training delivery methods offered, The Academy makes getting the training you need easy. Whether you prefer to learn in a classroom or an online live learning virtual environment, training videos hosted online, and private group classes hosted at your site. We offer expert instruction to individuals, government agencies, non-profits, and corporations. Our live classes, on-sites, and online training videos all feature certified instructors who teach a detailed curriculum and share their expertise and insights with trainees. No matter how you prefer to receive the training, you can count on The Academy for an engaging and effective learning experience.

Methods

Instructor Led (the best training format we offer)
Live Online Classroom – Online Instructor Led
Self-Paced Video

Speak to an Admissions Representative for complete details

By far the most competitve price we found, which included exam vouchers, hands on labs, practice test and a true Master of Cyber Security concepts as our Instructor. Franklin Mesa was the best trainer I have ever had and i walked out certified on the last day of my CompTIA Security+ certification bootcamp. 

Marc Alfonso - CompTIA Security + Student

 

The Academy is one of the best educational values for today's job market.  I studied hard and got certified (A+ and N+).  Even though I had no prior IT experience, I now have a good job replacing obsolete computers in hospitals throughout the country.  At my job interview, I just slid my test scores and certification across the table to the interviewer, who is now my boss.  I was hired the next day.  

Not bad for a 65 year old.

John Arnett- Student 

"I congratulate The Academy for a great facility and good lab computers. The Academy is great and I will definitely be taking more courses and utilizing the services available. Omer Palo is an excellent instructor that truly knows his material. I never felt bored in his class which is a first for me. Thank You."

IT Director, Burger King Corporation

"The instructor Frank Martinez is excellent – he covered so much material in 2 weeks that was unbelievable! He definitely knows what he does and it shows in the way that he conducts each lecture. He is the greatest!"
"Thanks Academy for allowing me to experience the MCSA / MCSE + Security Boot camp."

IT Professional, Florida International University

 

Schedules

Contct Us


THE ACADEMY

1.800.482.3172

FTL: 954.351.7040

MIA: 305.648.2000


Request More Information

 

Current Promotions!

 

  _____________________________________

 

 

 

Email Newsletter icon, E-mail Newsletter icon, Email List icon, E-mail List icon Sign up for our Email Newsletter!

          

 

Students - Orbund Log-In