Administering Cisco Unified Contact Center Enterprise Part 2
(AUCCE2)
ID CI-AUCCE2 Duration 5 days
Who should attend
Channel Partner / Reseller
Customer
Employee
Prerequisites
The knowledge and skills that a learner must have before
attending this course are as follows:
Attendance of Administering Cisco Unified Contact
Center Enterprise Part 1 (AUCCE1) or equivalent real
world experience is a requirement to attend this course.
Working knowledge of Unified Communications
Manager and Voice Gateways would be very helpful.
Course Objectives
Upon completing this course, you will be able to meet these
overall objectives:
Identify the basic components and operations of the
Unified CCE solution.
Configure and script a basic UCCE CVP deployment.
Implement business rules as they apply to scripting and
routing in Unified CM.
Install a basic CCE VXML Solution
Install, configure and run a CCE Outbound Option
Campaign.
Describe how to support CCE.
Course Content
Administering Cisco Unified Contact Center Enterprise Part 2
(AUCCE Part 2) is a 5 day instructor-led course presented by
training partners to system engineers and customers who will
be involved with day 2 support of a UCCE solution deployed in
a CVP comprehensive environment. This course gives the
learner an understanding of the requirements, resources and
tools required to perform complex adds, moves and changes in
the inbound / outbound UCCE environment. This course is
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intended for those performing advanced administration of the
solution, or who may be responsible for Level 2-3 support of
the solution. The overall goal of this course is advanced
administration of the solution by a deeper exposure into the
technical operational requirements and the tools used to
configure and ensure functionality.
Detailed Course Outline
Module 1: Cisco Unified Contact Center Enterprise v10
Foundations
Describe the Cisco Unified Contact Center Solution for
enterprise customers.
Identify the attributes of the Unified CCE Solution.
Identify the components of the Unified CCE Solution.
Describe naming conventions of the components of the
Unified CCE solution.
List optional components in the Unified CCE solution.
Describe the attributes of various agent desktop options
in the Unified CCE solution.
Identify new features provided after Unified CCE
release version 8.X.
Provide an overview of the UCCE components and high-
level network architecture.
Provide an overview of the role of gateways in a UCCE
environment.
Provide an overview of CUCM high-level architecture
and functionality.
Identify supported IP phones.
Provide a high level overview of ICM network
architecture components and fault tolerance principles.
Define a Unified CVP and its characteristics.
Define the purpose and function of VXML.
List the features of Unified CVP.
Identify ICM terms.
Identify three call flow types found in CCE deployments.
Recognize additional components of UCCE.
Introduce the CCMP utility.
Introduce the CUIC reporting server.
Distinguish between different UCCE deployment
models.
Identify features of the Packaged CCE solution.
Examine how to use ccmadmin tools.
Examine how to utilize the Unified CCE Tools icon.
Administering Cisco Unified Contact Center
Enterprise Part 2 (AUCCE2)
Examine how to utilize the CVP Ops console.
Introduce Telnet and Secure Shell access tools for
access to voice gateways.
Identify how to manage interface access to the CCMP.
Module 2: CCE Configuration and Scripting Review
Identify how to access and utilize the Configuration
Manager from the Admin workstation.
Identify how to utilize Script Editor and use it to build
ICM routing scripts.
Explain CTI Server Functionality.
Define how Finesse interacts with the CTI Gateway.
Explain the function of CTI OS Server.
Explain the function of CTI OS Client.
Describe CTI OS Agent Desktop.
Define the purpose of Agent States.
Identify the primary objects of the Configuration
Manager tool to facilitate agent functionality.
Describe how to login to the CTI OS agent login screen.
Introduce the UCM configuration steps required for
agent functionality.
Identify the steps required to create a UCM application
user to support agent functionality.
Describe how to configure Agent IP phones for Unified
CCE.
Describe the Agent Phone / JTAPI User Association.
List the six microapps and examples of each.
Identify how to access media servers and audio files
provided with CVP server installation.
Examine the use of gateway prompt caching methods
to optimize performance.
Examine scripting with microapplications.
Examine skills-based routing and the migration toward
precision routing.
Identify how to use the CCE Web Administration
interface to configure/change deployment type.
Examine the assignment of agent attributes to support
precision queuing.
Identify steps used to define criteria for precision
queues.
Define the steps required to build a basic script to
support precision queuing.
Identify 9.0 system limits and new reports for Precision
Routing.
Identify the configuration requirements necessary for a
Unified CVP comprehensive deployment.
Describe how to configure Unified ICM to integrate with
the Unified CVP.
Describe how to add the VRU to the configuration of
Unified ICM in the PG Explorer.
Describe how to configure UCM to support transfer
implementation.
Identify RONA calls behavior and discuss contingency
treatment of such calls.
Identify the attributes of Unified MA.
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List review tasks to verify configuration of Mobile Agent.
Module 3: Implementing Business Rules
Describe scripts, their advanced features and tools.
Describe business rules and best practice ICM scripting
for reporting.
Identify how to configure PG by using ICM
Configuration Manager.
Describe how to add the JTAPI Client for the
connection to the Unified CM.
Recognize how to register and associate Route Point
with a user.
Describe how to access and utilize RTMT.
Describe how to create call type for testing and build a
test script.
Describe how to deal with IVR Node Results in failure
conditions.
Discuss procedures required to enable Supervisor
Assistance on the Toolkit Desktop.
Identify how to configure Emergency Assistance
Scripts.
Describe the use and configuration of Reason Codes.
Identify different types of variables used to store
information in the ICM software.
Describe how Script Editor’s built-in Formula Editor is
used in constructing routing scripts.
Examine examples of Built-In Functions and their use to
develop expressions.
Identify how custom functions work.
Examine the abilities and uses of Administrative
Scripts.
Describe the steps for building an Administrative Script.
Describe the steps for scheduling an Administrative
Script.
Describe the steps used for testing an administrative
Script.
Explain the uses of Feature Control Sets.
Define an ICM User and create ICM User accounts.
Describe how to install and open Internet Script Editor.
Describe how the Silent Monitoring feature functions on
both Unified CM and CTI OS.
Describe how to configure Unified CM Silent Monitoring
on a CTI OS Server.
Describe how to configure CTI OS-Based Silent
Monitoring.
Explore the use of Silent Monitoring Logs.
Module 4: CCE VXML Solution
Identify the benefits and challenges of using VXML.
Provide an overview of the application of VXML in a
CVP deployment.
Configure the Unified CVP VXML Server in the Cisco
Unified CVP Operations Console.
Configure a Cisco Unified Call Studio project.
Administering Cisco Unified Contact Center
Enterprise Part 2 (AUCCE2)
Deploy a Cisco Unified Call Studio project and describe
the administrative tasks necessary to ensure that
applications are running correctly on the VXML server.
Describe ICM Considerations for VXML Application
Support.
Describe how to enable database access on your CVP
VXML Server.
Examine the process used to install JDBC Driver and
add JNDI Context for DB Lookup.
Describe how to configure the Database Element of the
Studio Application.
Discuss how to test an ICM Script with information
coming back from the DB lookup.
Define Courtesy Callback and its components.
Examine the flow of a Courtesy Callback.
Examine the design considerations of Courtesy
Callback.
Describe how to configure a script for Courtesy
Callback.
Discuss the five steps used to create an Agent Greeting
on the VXML Server.
Examine considerations for deploying Agent Greeting.
Describe how to configure Agent Greeting using an ICM
Script.
Describe how to use the Test Record Greeting feature
in Agent Desktop.
Labs
Module 5: UCCE Outbound Option
Explore the Outbound Option add-on for Unified CCE.
Identify components of Outbound Option.
Compare/contrast SIP and SCCP dialer types.
Explore the features and operation of each Outbound
option dialing mode.
Discuss the use of ICM Admin and Routing scripts to
control the features of an Outbound Option Campaign.
Describe the SIP call flow type.
Describe SIP Dialer design considerations.
Discuss voice Gateway design considerations.
Describe the features of an agent campaign and a pre-
recorded (VRU) campaign.
Define prerequisite configurations for Outbound
campaigns.
Explore the Agent-based campaign outbound option.
Describe how to script for agent-based campaign.
Explain how AMD detects and treats calls that detect an
answering machine.
Describe how to configure and schedule Personal
Callbacks.
Show how to configure IVR based campaign.
Describe how to script for IVR based campaign.
Module 6: CCE Support Considerations
Identify a logical Troubleshooting Methodology to use
when diagnosing UCCE issues.
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Identify the importance of correct problem identification
when troubleshooting an issue.
Describe how and when to contact Cisco TAC.
Provide an overview of Diagnostic Framework Suite.
Describe how to use the Analysis Manager plug-in
component of the RTMT.
Describe the use of Unified System CLI.
Explain the functions of the Diagnostic Framework
Portico.
Identify the available ICM command line tools.
Describe the use of CVP statistics and how Unified
CVP events can be configured to provide support
information.
Describe troubleshooting functions for both ingress and
egress of the IOS Gateway.
Explain how RTMT provides support for the UCM.
Describe key attributes of the Route Call Detail (RCD)
and Termination Call Detail (TCD) tables as they relate
to tracking a call in UCCE
Examine how to use SQL Query Analyzer to query the
views in the AWDB for RCD and TCD records and
identify the legs of a call flow as it relates to the RCD
and TCD records.
TCD and RCD Overview
Querying RCD and TCD Records
Overview of the AUCCE2 Lab Environment
Explore Voice Gateway
Explore CVP and ICM Servers
Administering ICM Dialed Numbers and Call Types
Media Files and Variables in ICM Scripts
Basic IVR Scripting with Microapps
Configure ICM for Agent and Skill Group Functionality
Configure UCM for Agent Functionality
Install CTIOS Agent Desktop (Optional)
Scripting for Skill Groups and Queuing
Configuring Precision Routing
RONA
CTI Route Points for UCCE Calls and Transfers
Configure Agent Transfers via Dialed Number Plan
Configure Calls Using SIP with Proxy (3XY2):
(Optional)
Administrative Scripts
Feature Control Sets and Users
VXML Server Configuration and Call Studio Installation
Create and Deploy a Cisco Unified Call Studio Project
Integrate VXML Applications with ICM Script
SQL DB Lookup Functionality for VXML
Courtesy Callback (CCB)
Agent Greeting
Basic Outbound Agent Campaign (SIP Dialer)
IVR Campaign (Challenge Lab)
Using Troubleshooting Tools
Track a call thru RCD/TCD Records
Administering Cisco Unified Contact Center
Enterprise Part 2 (AUCCE2)

Instructor Break/Fix Lab

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 Administering Cisco Unified Contact Center
Enterprise Part 2 (AUCCE2)

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