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Course Overview
The Administering Cisco Unified Contact Center Enterprise is a 4-day course intended for system engineers, administrators, and support engineers responsible for tier one support. This course provides hands-on practice with administrative tools used to perform routine adds, moves, and changes in the inbound contact center environment.
Who Should Attend
Deployment Engineers
CCE Administrators
Course Objectives
- Navigate CCE configuration and scripting tools.
- Configure a Dialed Number, Call Type and Media Routing Domain.
- Build a basic ICM script.
- Configure Agents and Skill Groups.
- Configure basic IVR functionality.
- Implement Attributes and Precision Queues
- Configure RONA using CCE configuration tools.
- Configure and populate an Agent Team and primary Supervisor.
- Improve Agent efficiency through Finesse enhancements.
- Build and test a basic VXML application.
- Implement Roles, Departments and Business Hours.
- Run CUIC Reports using the Reporting tool.
Course Outline
1 - Cisco Unified Contact Center Review
- Contact Center Basics
- CCE Components and Architecture
- Call Flow
- CCE Access Tools
- Discovery 01-1: Navigating CCE Discovery Architecture and Components
- Discovery 01-2: Exploring ICM Configuration Tools
2 - Deploying Basic Call Settings
- Media Routing Domains
- Call Types
- Dialed Numbers
- Discovery 02-1: Administering ICM Dialed Numbers and Call Types
3 - Building a Basic Cisco Unified Contact Center Enterprise Script
- Introduction to Script Editor
- Use Script Editor Nodes
- Understand Variables
- Schedule Scripts
- Manage Additional ICM Scripting Tools
- Discovery 3-01 Prepare a Basic Label Script
- Discovery3-02 Use ICM Tools for ICM Scripts
4 - Configure Basic Agent Functionality
- Introduce Agent Functionality
- Configure Agent Desk Settings
- Configure Skill Groups and Skill Targets
- Configure an Agent
- Configure Agent Targeting Rules
- Build an Agent Routing ICM Script
- Prepare Agent Logon
- Discovery 4-01 Configure ICM for Basic Agent and Skill Group Functionality
- Discovery 4-02 Configure CUCM for Agent Functionality
- Discovery 4-03 Testing Basic Skill Group Functionality in an ICM Script
5 - Configuring Basic Call Treatment and Queuing
- Media Server and Files
- ECC Variables
- Microapps
- Play Media Microapp
- Get Digits Microapp
- Menu Microapp
- Play Data Microapp
- Get Speech Microapp
- Capture Microapp
- Scripting with Microapps
- Discovery 5-01 Media Files and Variables in ICM Scripting
- Discovery 5-02 Basic IVR Scripting with MicroApps
6 - Implementing Precision Routing
- Exploring the Basics
- Migration Path
- Skill Groups vs. Precision Queues
- Configuring Attributes and Precision Queues
- Precision Routing Sample Scenario
- Discovery 6-01 Configure and Implement Precision Routing
7 - Configuring RONA Support
- RONA Function Overview
- RONA Time-out Considerations
- RONA Script Logic
- Discovery 7-01 Configuring RONA
8 - Configuring Agent Teams and Supervisors
- Agent Roles
- Supervisor
- Team Function
- Discovery 8-01 Configure Agent Teams and Supervisors
9 - Administering the Cisco Finesse Desktop
- Finesse Server Integration
- Custom Call Variable Layouts
- Phone Books
- Reason Codes
- Workflows
- Discovery 9-01 Finesse Administration
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10 - Implementing VXML Applications
- VXML Overview
- CCE VXML Architecture and Logic Flow
- Build Basic Call Studio Project
- Deploy Project, Verify Config
- CCE Scripting for External VXML Applications
- Discovery 10-1: VXML Server Configuration and Call Studio Installation
- Discovery 10-2: Create and Deploy a Cisco Unified Call Studio Project
- Discovery 10-3: Integrate VXML Applications with a CCE Script
11 - Configuring Roles, Departments and Business Hours
- Introducing Roles
- Configuring CCE Administrators
- Configuring Departments
- Defining Business Hours
- Discovery 11-01 Configuring Roles, Departments and Business Hours
12 - Running Unified CC Enterprise Reports with Unified IC
- Introduce and Navigate CUIC
- Reporting Touch Points
- Access CUIC Stock Reports
- Create Custom Dashboards
- Discovery 12-01 Reporting