Detailed Course Outline
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
- Optional Cisco Components
- Optional Third-Party Components
- Cisco Unified CCE Solution Integrated Features
- Solution Administration
- Compatibility
- 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
- Cisco Unified CVP Functional Deployment Models
- Cisco Unified Communications Manager
- 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: Implementing Business Rules
- Lesson 1: Advanced Scripting and Routing
- Importing and Exporting ICM Scripts
- Script Explorer
- Script Locks
- Select Customer
- Find Node ID
- Script Real-time
- Script Queue Real-time
- Reporting
- Area Code Routing
- Route Select Node
- Congestion Control
- Supervisor/Emergency Assistance Scripting
- Lesson 2: ICM Scripting Variables, Expressions, Formulas and Functions
- Review ICM Variables
- Formula Editor
- Built-in Functions
- Custom Functions
- Lesson 3: Silent Monitoring and Recording
- Network-based Recording
- Phone-based Recording
- Lesson 4: Advanced CVP Configurations
- Configuring CVP Components
- CVP Outbound Messaging
- Uploading Scripts and Media
Module 3: Using Finesse Administration
- Lesson 1: Finesse Overview
- Define Finesse
- Finesse Architecture
- Finesse Gadgets
- Lesson 2: Finesse Administration
- The Administration Interface
- Agent Request API’s
- Settings
- Call Variables Layouts
- Desktop Layout
- Phone Books
- Reasons
- Team Resources
- Workflows
- Lesson 3: Finesse IP Phone Agent
- Define IP Phone Agent
- Configuring IP Phone Agent
Module 4: Using CVP VoiceXML Applications
- Lesson 1: Basic VoiceXML Functionality
- Describe VoiceXML Applications
- Configuring for VoiceXML
- Lesson 2: Using Call Studio
- Describe the Call Studio Environment
- Describe Elements and How to Configure Them
- Using Tag Substitution
- Starting a New Project
- Importing an Existing Project
- Validating and Saving a Project
- Deploying a Project as an Application
- Admin and Project Batch Files
- Lesson 3: ICM Scripting for VoiceXML Applications
- Invoking a VoiceXML Application
- ECC Variable Settings for VoiceXML Applications
- Passing Information To/From a VoiceXML Application
- Lesson 4: Accessing an External Database
- Overview of Database Access
- Adding a JDBC Driver
- Configuring the JNDI Context Information
- Using the Database Element in Call Studio
- Returning the Information to ICM
Module 5: Translation Routing
- Lesson 1: Traditional Translation Routing
- Translation Routing Concepts
- Translation Routing Requirements
- Translation Routing Call Flow
- Lesson 2: Translation Routing to CVP
- Translation Routing Requirements
- Translation Routing Call Flow
- Translation Routing Configurations
Module 6: Configuring Cisco Unified CCE Options
- Lesson 1: Cisco Outbound Option
- Define Outbound Option
- Outbound Components
- Configuring an Agent-Based Campaign
- Configuring an IVR-Based Campaign
- Lesson 2: Courtesy Callback
- Define Courtesy Callback •
- Components of Courtesy Callback
- Call Flow
- Courtesy Callback Configurations
- ICM Scripting for Courtesy Callback
- Lesson 3: Agent Greeting/Whisper Announcements
- Define Agent Greeting and Whisper Announcements
- Creating Agent Greetings
- Creating Whisper Announcements
- Invoking Agent Greeting/Whisper Announcements
- Lesson 4: Mobile Agent
- Describe Mobile Agent
- Mobile Agent Call Modes
- Mobile Agent Requirements
- Mobile Agent Configurations
Module 7: CUIC Reporting for the Advanced User
- Lesson 1: CUIC Overview
- Review CUIC basics
- Lesson 2: CUIC Administration
- User Management
- Device 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
- Using Value Lists and Collections
- Understanding Report Definitions
- Creating a Report Definition
- Creating 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 using 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