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Cisco Unified Contact Center Enterprise Advanced Administration (UCCE-AA) (UCCE-AA v11.5)

After finishing this course, the student will have the capacity to meet these general goals:

  • Comprehend CCE arrangements, engineering, arrangement alternatives, organization models, incorporated highlights and call stream choices.

  • Apply progressed scripting standards utilizing the articulation editorial manager and custom capacities and actualize noiseless observing and recording.

  • Comprehend Cisco Finesse organization and how to set up reason/wrap-up codes, work area format, custom factors, and work process applications and actualize Finesse IP Phone Agent.

  • Comprehend and actualize VoiceXML applications and arrange access to an outside database by means of the VXML Server.

  • Comprehend the ideas driving interpretation steering to incorporate when, why, and how to actualize interpretation directing in a Cisco Unified CCE or conventional ICM condition.

  • Execute Cisco Unified CCE Options including Cisco Outbound dialing, Courtesy Callback, Agent Greeting/Whisper declarations, and Mobile Agent.

  • Comprehend progressed CUIC revealing ideas including organization, bringing in reports, and custom detailing.

Module 1 Cisco Unified Contact Center Enterprise Overview

  • Lesson 1: Presenting Cisco Unified Contact Center Enterprise

  • Cisco Unified CCE Solutions

  • New/Deprecated Features and Enhancements

  • Cisco Unified CCE Reference Designs

  • Cisco Unified CCE Reference Design Specifications

  • Cisco Unified CCE Core Components

  • Discretionary Cisco Components

  • Discretionary Third-Party Components

  • Cisco Unified CCE Solution Integrated Features

  • Arrangement Administration

  • Similarity

  • 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

  • Segments and Calling Search Spaces

  • Fundamental Call Handling

  • Operator Phones

  • Cisco Unified CCE/ICM

  • Definitions

  • Customary ICM

  • Customary ICM Deployment Models

  • ICM Components

  • ICM Databases

  • ICM Terms

  • Cisco Unified CVP

  • Cisco Unified CVP Product Components

  • Extra Components

  • Cisco Unified CVP Functional Deployment Models

  • Lesson 3: Cisco Unified CCE Options

  • Discretionary Cisco Unified CCE Components

  • Cisco Unified CCE Third-Party Components

  • Cisco Unified CCE Integrated Features

  • Arrangement Administration

  • Lesson 4: Basic Call Flow Models

  • Call Flow Types

  • Conventional ICM Pre-course

  • Conventional ICM Post-course

  • Cisco Unified CCE Call Flow

  • Conventional ICM Translation Routing

  • Interpretation Route to VRU

Module 2: Implementing Business Rules

  • Lesson 1: Advanced Scripting and Routing

  • Bringing in and Exporting ICM Scripts

  • Content Explorer

  • Content Locks

  • Select Customer

  • Discover Node ID

  • Content Real-time

  • Content Queue Real-time

  • Detailing

  • Region Code Routing

  • Course Select Node

  • Clog Control

  • Administrator/Emergency Assistance Scripting

  • Lesson 2: ICM Scripting Variables, Expressions, Formulas and Functions

  • Survey ICM Variables

  • Recipe Editor

  • Worked in Functions

  • Custom Functions

  • Lesson 3: Silent Monitoring and Recording

  • System based Recording

  • Telephone based Recording

  • Lesson 4: Advanced CVP Configurations

  • Designing CVP Components

  • CVP Outbound Messaging

  • Transferring Scripts and Media

Module 3: Using Finesse Administration

  • Lesson 1: Finesse Overview

  • Characterize Finesse

  • Artfulness Architecture

  • Artfulness Gadgets

  • Lesson 2: Finesse Administration

  • The Administration Interface

  • Operator Request API's

  • Settings

  • Call Variables Layouts

  • Work area Layout

  • Telephone directories

  • Reasons

  • Group Resources

  • Work processes

  • Lesson 3: Finesse IP Phone Agent

  • Characterize IP Phone Agent

  • Designing IP Phone Agent

Module 4: Using CVP VoiceXML Applications

  • Lesson 1: Basic VoiceXML Functionality

  • Depict VoiceXML Applications

  • Designing for VoiceXML

  • Lesson 2: Using Call Studio

  • Depict the Call Studio Environment

  • Depict Elements and How to Configure Them

  • Utilizing Tag Substitution

  • Beginning a New Project

  • Bringing in an Existing Project

  • Approving and Saving a Project

  • Conveying a Project as an Application

  • Administrator and Project Batch Files

  • Lesson 3: ICM Scripting for VoiceXML Applications

  • Summoning a VoiceXML Application

  • ECC Variable Settings for VoiceXML Applications

  • Passing Information To/From a VoiceXML Application

  • Lesson 4: Accessing an External Database

  • Diagram of Database Access

  • Including a JDBC Driver

  • Designing the JNDI Context Information

  • Utilizing the Database Element in Call Studio

  • Restoring the Information to ICM

Module 5: Translation Routing

  • Lesson 1: Traditional Translation Routing

  • Interpretation Routing Concepts

  • Interpretation Routing Requirements

  • Interpretation Routing Call Flow

  • Lesson 2: Translation Routing to CVP

  • Interpretation Routing Requirements

  • Interpretation Routing Call Flow

  • Interpretation Routing Configurations

Module 6: Configuring Cisco Unified CCE Options

  • Lesson 1: Cisco Outbound Option

  • Characterize Outbound Option

  • Outbound Components

  • Designing an Agent-Based Campaign

  • Designing an IVR-Based Campaign

  • Lesson 2: Courtesy Callback

  • Characterize Courtesy Callback

  • Segments of Courtesy Callback

  • Call Flow

  • Cordiality Callback Configurations

  • ICM Scripting for Courtesy Callback

  • Lesson 3: Agent Greeting/Whisper Announcements

  • Characterize Agent Greeting and Whisper Announcements

  • Making Agent Greetings

  • Making Whisper Announcements

  • Conjuring Agent Greeting/Whisper Announcements

  • Lesson 4: Mobile Agent

  • Portray Mobile Agent

  • Portable Agent Call Modes

  • Portable Agent Requirements

  • Portable Agent Configurations

Module 7: CUIC Reporting for the Advanced User

  • Lesson 1: CUIC Overview

  • Survey CUIC nuts and bolts

  • Lesson 2: CUIC Administration

  • Client Management

  • Gadget Management

  • Control Center

  • Report Scheduler Email Settings

  • CCE User Integration

  • Lesson 3: Importing and Using CVP Reports

  • Find and Import CVP Stock Reports

  • Run CVP Stock Reports

  • Setting Up Gateway and Trunk Group Reporting

  • Lesson 4: Custom Reporting

  • Custom Reporting Requirements and Key Concepts

  • Utilizing Value Lists and Collections

  • Understanding Report Definitions

  • Making a Report Definition

  • Making a New Report

  • Call Detail Reporting

Lab Outline

  • Lab 1-0: Setting up your VPN and Student CIPC

  • Lab 2-1: Advanced Scripting and Routing

  • Lab 2-2: Building Expressions and Custom Functions

  • Lab 3-1: Cisco Finesse Configurations

  • Lab 3-2: Implementing IP Phone Agent

  • Lab 4-1: Creating a Project in Call Studio

  • Lab 4-2: Integrate VXML Applications with ICM Scripts

  • Lab 4-3: Configure Database Lookup utilizing Cisco Unified CVP

  • Lab 6-1: Configure an Agent-based Outbound Campaign

  • Lab 6-2: Configure a Transfer to IVR-based Outbound Campaign

  • Lab 6-3 Implement Cisco Courtesy Callback

  • Lab 6-4: Configure Agent Greeting

  • Lab 7-1: Using CUIC Administration

  • Lab 7-2: Creating a Custom Report


  • All understudies must have their very own PC or workstation for access to lab frameworks, WebEx (for WebEx conveyances), and course materials (if electronic materials are utilized). These PCs must adjust with these capacities:

  • A Microsoft Windows PC (Windows Vista, Windows 7, and Windows 8) or virtual machine with full sound abilities.

  • Must have just introduced Cisco AnyConnect VPN programming and Cisco IP Communicator or have Administrator rights to introduce Cisco AnyConnect VPN programming and Cisco IP Communicator.

  • Access to the web with speeds more prominent than 1 Mbps.

  • Mozilla Firefox (v45 or better [preferred]) or Internet Explorer 11.

  • Must be able to utilize Remote Desktop Connection for access to lab servers.

  • Headsets for sound interchanges can be useful.

  • Working learning of Cisco systems administration and segments, for example, switches and switches.

  • Working learning of Microsoft programming items, for example, Microsoft Windows Server conveyed in an Active Directory condition.

  • Participation in the Cisco Unified CCE Administration classes (AUCCE1 or UCCE-An) or proportional genuine experience. This class will expect the understudy has fundamental working information of Cisco Unified CCE and its organization.

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