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This is a 5-day instructor-led course that helps prepare learners to administer the Cisco Unified CCE v11.5 solution.

  • Course Start Date: 2019-10-07
  • Time: 09:00:00 - 17:00:00
  • Duration: 5 Day(s)
  • Location: Virtual
  • Delivery Methods(s): Virtual Instructor Led
$3,516.00
REGULAR PRICE $4,395.00 Save $879.00
October 7th
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Course Outline

Pre-Requisites

All students must have their own personal computer or laptop for access to lab systems, WebEx (for WebEx deliveries), and course materials (if electronic materials are used). These computers must conform with these capabilities:
Windows (preferred), Mac and Linux operating systems supported.
Access to the internet with speeds greater than 1 Mbps.
Mozilla Firefox (v45 or better [preferred]) or Internet Explorer 11.
Must have or the ability to install Cisco AnyConnect VPN software and Cisco IP Communicator.
Must have the ability to use Remote Desktop Connection for access to lab servers.
Headsets for audio communications can be helpful.
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.

Lessons

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. 

Objectives

Upon completing this course, the learner will be able to meet these 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.
  •  

Who Should Attend

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.

 

Outline

Module 1 Cisco Unified Contact Center Enterprise Overview

Lesson 1: Presenting Cisco Unified Contact Center Enterprisez

  • Cisco Unified CCE Solutions
  • 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 Deployment 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, and validating an ICM script
  • Testing an ICM script

Module 3: Configuring Cisco Unified CVP for 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
  • Call Type Associations
  • 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

Lab Outline

  • Lab 1-0: Setting up your VPN and Student CIPC
  • Lab 2-1: Configuring Cisco Unified Communications Manager
  • Lab 2-2: Test Basic Routing Functions of Intelligent Contact Manager
  • Lab 2-3: Configure ICM and Test Basic ACD Routing
  • Lab 3-1: Configure and License Cisco Unified CVP
  • Lab 3-2: Configure Voice Browsers for Cisco Unified CVP
  • Lab 3-3: Cisco Unified CVP Proof of Concept
  • Lab 3-4: Implementing ACD Routing with Prompting, Collecting and Queuing
  • Lab 4-1: Configuring Feature Control Sets, ICM Users and Using Internet Script Editor
  • Lab 4-2: Using Script Editor Utilities
  • Lab 4-3: Configuring Precision Routing
  • Lab 4-4: Configuring Reroute on No Answer (RONA)
  • Lab 4-5: CTI Route Point Initiated Calls
  • Lab 4-6: Implement an Administrative Script
  • Lab 5-1: Navigating CUIC
  • Lab 5-2: Running and Modifying CUIC Reports 

Cancellation Policy

Cancellations and/or transfers with full refund will be allowed up to 10 business days prior to the start date of the course. Cancellations and/or transfers must be submitted in writing via fax at 888-596-7378 or email. With approved cancellation, reenrollment must be completed within 6 months or funds will be forfeited. Cancellations and/or transfer notices received after 9 business days prior to the start day of a course are not permitted. If a student does not attend a class and the required notification was not provided, funds will be forfeited and a rescheduling of the course will not be allowed. Rescheduling of a class is only permitted any time before 10 business days prior to the class start date.

Training Location

Virtual Classroom
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About Skyline Advanced Technology Services

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Skyline Advanced Technology Services provides comprehensive training for all Cisco technologies. From design, through implementation and troubleshooting, Skyline-ATS delivers Instructor Led Training (ILT) within Open Enrollment and Customized Onsite formats.  And to provide the finest hands-on experience possible, we have enriched all Cisco-certified Training Labs, to incorporate new features and functionality.  Our labs are a superset of the current Cisco labs, and we have vastly improved the content and enhanced operability. Skyline Advanced Technology Services has a long and distinguished history in partnership with Cisco for Instructor–Led Training and Curriculum Development.  As a Certified Cisco Learning Solutions Partner (CLSP), Skyline-ATS is closely aligned with Cisco Partner Development and Education (PDE), Learning@Cisco, and many other internal product teams. Over the past decade, these groups have contracted Skyline-ATS to develop numerous certified classes, for public open enrollment and private, end-user specific audiences. The classes we have developed span the entirety of Cisco technologies, disciplines and formats, including: Cisco Unified Communication, Contact Center Express, Security, Storage, Data Center, Wireless, Route / Switch and Cisco 3rd Party technologies. 

Skyline-ATS Course Development Advantage:

No other Cisco Learning Solutions Partner can offer the following:

  • Professionally trained course developers who focus, solely, on Cisco products, yet have a broad range of internetworking skills and knowledge base.
  • Our developers have "hands on experience" implementing Cisco hardware and providing real-world solutions, to corporate clientele.
  • Developers who not only author Cisco courses, but maintain leading-edge skills by delivering Cisco Instructor-led classes, directly, to a wide customer base, which enables close interaction with customers supporting production applications.

Skyline-ATS provides tremendous value-add for all Cisco-based networking education. From the depth and expertise of our instructors, to the quality of our labs, we provide the finest training available.

Our Instructors

  • Chosen by Cisco to develop and exclusively deliver the United States’ ACCELERATE Voice Training Program - For this four-week, in-depth program, we were tasked with quickly bringing Cisco Systems Engineers up to speed on new, complex voice technologies.
  • Possess considerable depth and knowledge in all aspects of Cisco Advanced Technology products, as well as all aspects of data networking - Our personnel average over 15 years of experience delivering Cisco solutions, and even more for data networking technologies.
  • Have either exclusively developed or contributed extensively to the development of many Cisco Certified courses (see Table in Section 3.1.1).
  • Are consultants, too.  When not in a classroom or developing curriculum, Skyline-ATS personnel are working, onsite, at customer locations, to implement actual production solutions.
  • Private Labs - We have built our own lab facility, for exclusive use by our students and instructors. Our students can be assured that there are no scheduling conflicts, no interruptions, and no issues.
  • State-of-the Art - Our labs are built and maintained with the latest hardware available. We pay close attention to physical configuration, topology, and software, and continually strive to create an environment that best reflects the challenges our students face, on a daily basis.

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