Module 1: Cisco Unified Contact Center Enterprise Product Overview
Provides you with a comprehensive overview of the Cisco Unified CCE product to include benefits, features, call routing options, product components and describe the ICM routing procedures.
Lesson 1: Presenting Cisco Unified Contact Center Enterprise
This lesson provides a comprehensive overview and description of the benefits and features of Cisco Unified Contact Center Enterprise product solution. Upon completing this lesson, you will be able to meet these objectives:
- Define Cisco Unified Contact Center Enterprise
- List the benefits of using Cisco Unified CCE to include carrier class reliability, scalability, and normalized reporting across multiple ACD platforms using WebView or Cisco Unified Intelligence Center
- Describe the options of Cisco Unified CCE including Cisco Outbound Option, Cisco Interaction Manager, Customer Voice Portal, Agent Desktop options, CRM connectors, and Remote Silent Monitoring
- Describe the fundamental properties of PPDIOO
The lesson includes these activities:
Lesson 2: Call Routing Options
This lesson describes from a fundamental point of view classic carrier vs. Cisco Unified CCE routing options. Upon completing this lesson, you will be able to meet these objectives:
- Describe carrier-based call routing in a multi-site contact center environment
- Describe the operation of a private contact center network
- Describe a basic carrier-based Cisco Unified CCE call flow using the Intelligent Contact Management software application
- Discuss the benefits of using Cisco Unified CCE for call-by-call routing in a multisite environment
The lesson includes these activities:
Lesson 3: Components of Cisco Unified Contact Center Enterprise
This lesson describes the software components of Cisco Unified CCE, the ICM databases, and ICM terminology. Upon completing this lesson, you will be able to meet these objectives:
- List the components of an ICM system and explain the role of each
- Discuss the ICM database architecture
- Define the most commonly used terms in the ICM application
The lesson includes these activities:
Lesson 4: Intelligent Contact Management Routing Techniques
This lesson describes, from a call flow point of view, the steps involved in determining a route response based on a given route request. Upon completing this lesson, you will be able to meet these objectives:
- Describe an ICM pre-route call flow
- Describe an ICM post-route call flow
The lesson includes these activities:
Module 2: Configuring Cisco Unified Contact Center Enterprise
This module will define and describe the components required to implement Unified CCE and how to configure them.
Lesson 1: Introduction
This lesson describes the basic architecture of Cisco Unified CCE, the parent/child deployment model, and call flows for a standard Cisco Unified CCE deployment. Upon completing this lesson, you will be able to meet these objectives:
- Describe the basic architecture and deployment model of Cisco Unified CCE
- Describe the parent/child deployment model for Cisco Unified CCE
- Describe pre-route and post-route call flows for Cisco Unified CCE
The lesson includes these activities:
Lesson 2: Integrating Cisco Unified Communications Manager
This lesson describes the fundamental properties of Cisco Unified Communications Manager and the configuration requirements for a Cisco Unified CCE deployment. Upon completing this lesson, you will be able to meet these objectives:
- Define and describe Cisco Unified Communications Manager
- Define various terms associated with Cisco Unified Communications Manager that are used in Cisco Unified CCE
- Describe how to configure basic Cisco Unified Communications Manager objects such as phones, user accounts, and route points
- Describe the application user account and its purpose in Cisco Unified CCE integration
The lesson includes these activities:
- Create Agent Phones
- Create an Application User Account
Lesson 3: Integrating Cisco Unified IP IVR
This lesson describes the fundamental properties of Cisco Unified IP IVR, the Cisco Unified IP IVR Script Editor, configuration requirements, and discusses the processes involved in establishing a call on Cisco Unified IP IVR. Upon completing this lesson, you will be able to meet these objectives:
- Define Cisco Unified IP IVR and its features
- Describe Cisco Unified IP IVR Script Editor and the basic properties of managing a script
- Describe the configuration requirements for integrating Cisco Unified IP IVR with Cisco Unified Communications Manager and the ICM software
- Describe the call control processes required to establish a call on Cisco Unified IP IVR from a post-route point of view
The lesson includes these activities:
- Create a Call Control Group
- Create a Cisco Media Termination Dialog Group
- Configure the ICM Subsystem
- Configure an Application and add a Trigger
Lesson 4: Cisco Unified Customer Voice Portal
This lesson describes the fundamental properties of Cisco Unified CVP and discusses the processes involved in establishing a call on Cisco Unified CCE with Cisco Unified CVP. Upon completing this lesson, you will be able to meet these objectives:
- Define and describe Cisco Unified CVP
- Describe the components of Cisco Unified CVP
- Describe a basic call flow to establish a call to Cisco Unified CVP
The lesson includes these activities:
Lesson 5: Cisco Unified CCE Configurations+
This lesson describes the various programs in the Administration and Data Server and how to define objects for Cisco Unified CCE. Upon completing this lesson, you will be able to meet these objectives:
- List and define the various programs in the Administration and Data Server
- Describe the Configuration Manager and how to use it to create database objects
- Configure a network VRU
- Configure Agent Desk settings
- Configure a Call Manager PG and peripheral with an additional VRU peripheral
- Configure network trunk groups and trunk groups
- Configure services, skill groups, and agents
- Configure agent teams and supervisors
- Configure routes
- Configure device targets and labels
- Configure dialed numbers and call types
- Configure network VRU scripts
The lesson includes these activities:
- Configure a Default Agent Desk Settings
- Configure a Network VRU Definition
- Configure a PG Generic Peripheral Gateway
- Configuring Network Trunk Groups
- Configuring a Skill Group
- Configuring an Agent
- Configuring an Agent Targeting Rule
- Configuring a Dialed Number
- Configuring a Call Type
- Configuring Network VRU Scripts
Lesson 6: Agent Desktop Options
This lesson describes Cisco CTI and the various Agent Desktop options available for Cisco Unified CCE. Upon completing this lesson, you will be able to meet these objectives:
- Provide an overview of Cisco CTI server
- Describe the CTI OS Toolkit and Software Development Kit
- Describe Cisco Agent Desktop
- Describe CRM connectors
The lesson includes these activities:
Lesson 7: Using the Cisco Unified CCE Script Editor
This lesson describes the ICM Script Editor used in Cisco Unified CCE and how to create, validate, save and test a script. Upon completing this lesson, you will be able to meet these objectives:
- Describe Script Editor and its features
- Describe Script Editor nodes
- Describe how to validate a script
- Describe how to save and schedule a routing script
- Describe the Call Tracer utility
- Test a routing script
The lesson includes these activities:
- Creating Your First ICM Script
- Schedule and Test Your New Script
Module 3: Extended Functions
Describe several functions and how to use them such as user accounts and feature control sets, Script Editor Utilities, External Database access and Cisco Unified CCE variables.
Lesson 1: Creating Feature Control Sets and Users
This lesson describes how to create and use feature control sets to limit user account access for various capabilities, how to create users with varying levels of ICM configuration access, and how to install and use Internet Script Editor. Upon completing this lesson, you will be able to meet these objectives:
- Define and create a feature control set
- Add Cisco Unified CCE users with various levels of access
- Assign a feature control set to a Cisco Unified CCE user
- Demonstrate the permissions assigned to users\
- Use Quick Edit
- Install and use Internet Script Editor
The lesson includes these activities:
- Configuring a Feature Control Set
- Configuring ICM Users
- Using Quick Edit
- Installing and Using Internet Script Editor
Lesson 2: Using Script Editor Utilities
This lesson describes the various maintenance utilities found in ICM Script Editor. Upon completing this lesson, you will be able to meet these objectives:
- Understand how to use Script Explorer to locate and manage scripts
- Understand how to use Enabled Scripts to locate scripts based on call type
- Understand how to use call type associations to determine which call types are associated to a script
- Understand how to use Script Reference to determine which scripts contain certain targets
- Understand how to import and export scripts
- Understand how to delete database objects
- Understand the effect of renaming database objects
- Describe how to create and use default labels
The lesson includes these activities:
- Using Script Explorer
- Viewing Enabled Scripts, Call Type Associations, and Script References
- Exporting a Script
- Importing a Mapped Script
- Importing a Unmapped Script
- Deleting ICM Configuration
Lesson 3: Creating and Using Cisco Unified CCE Variables
This lesson describes the various types of variables used in Cisco Unified CCE and how to configure and use them. Upon completing this lesson, you will be able to meet these objectives:
- Define an ICM variable
- Define peripheral variables and how to populate them
- Define Expanded Call Contexts and how to enable and populate them
- Define user variables and how to populate them
The lesson includes these activities:
Lesson 4: Configuring Access to an External Database
This lesson describes how to configure the ICM software for external database access. Upon completing this lesson, you will be able to meet these objectives:
- Describe the database that will be used in class
- Describe the DB Lookup script node
- Define the database and its location in Configuration Manager
- Modify your script to use information from the database
- The lesson includes these activities:
- Configuring for Database Lookup
- Scripting for the Database Lookup
Lesson 5: Adding Multiple Skill Groups
This lesson describes the process of adding additional configuration items to Unified CCE and how to use the CED script node, Formula Editor, and Route Select node for scripting. Upon completing this lesson, you will be able to meet these objectives:
- Understand how to use a CED node to branch logic based on a CED value
- Understand how to use Formula Editor to build expressions
- Modify a routing script to use the Route Select node to mimic the properties of an existing script with fewer nodes
The lesson includes these activities:
- Creating New ICM Configuration for a Computer Support Call Center
- Create a New Network VRU Script Definition and Rename Your Current Script
- Creating a New Script for Support Agents
- Using Route Select Nodes
Module 4: Administrative Scripts and Translation Routing
This module describes administrative scripts and their usage and defines and describes translation routing, when you need them, why you need them and how it works.
Lesson 1: Understanding Administrative Scripts
This lesson describes administrative scripts and how to implement them. Upon completing this lesson, you will be able to meet these objectives:
- Define administrative scripts and how they relate to routing scripts
- Add a user variable for an administrative script
- Create an administrative script to change the contents of a variable based on the time of day
The lesson includes these activities:
- Creating a User Variable
- Creating an Administrative Script
- Reconfigure the ICM Script
Lesson 2: Understanding Translation Routing
This lesson describes translation routing and describes the concepts and processes involved to implement translation routing. Upon completing this lesson, you will be able to meet these objectives:
- Define translation routing, why it is needed, and when to use it
- Understand the concepts involved in implementing translation routing and demonstrate by use of a call flow how translation routing works
The lesson includes these activities:
Module 5: Configuring a Second Peripheral
Review and perform the configuration items required to configure a second peripheral that will use a post-route from Cisco Unified Communications Manager routing option.
Lesson 1: New Peripheral Basic Configuration
This lesson describes the basic configuration required to configure a new peripheral that will use a post-route from Cisco Unified Communications Manager routing option. Upon completing this lesson, you will be able to meet these objectives:
- Make basic ICM configuration for a new peripheral
- Configure route points in Cisco Unified Communications Manager and associate them to the new ICM peripheral application user account
- Create and schedule a basic ICM script to process new sales calls via Cisco Unified Communications Manager
The lesson includes these activities:
- Create Route Points for Inbound Directory Numbers
- Configuring a New Application User Account
- Configuring the CUCM_2 Peripheral
- Additional ICM Configuration
- Creating a Script for CUCM_2_Sales
Lesson 2: Creating Translation Routes for Cisco Unified Contact Center Enterprise
This lesson describes how to set up a Queue Service target in Configuration Manager for Unified IP IVR and how to configure translation routes for call delivery. Upon completing this lesson, you will be able to meet these objectives:
- Review goals of translation routing and describe translation routing to Cisco Unified IP IVR
- Present a complete call flow of a post-route from Cisco Unified Communications Manager and a translation route to Cisco Unified IP IVR
- Describe configuration objects required before using the Translation Route wizard
- Describe how to use the Translation Route wizard to create translation routes
- Describe the scripting requirements to complete the call center routing
The lesson includes these activities:
- Configuring a Skill Target for Cisco Unified IP IVR
- Configuring Translation Routing
- Modifying Your CUCM_2 Sales Script for Translation Routing
- Creating Your CUCM_2 Support Script
Lesson 3: Enterprise Services and Skill Groups
This lesson describes Enterprise Services and skill groups and their configuration. Upon completing this lesson, you will be able to meet these objectives:
- Define Enterprise Services and skill groups, how they are used and configured
- Describe additional configuration and scripting for enterprise skill groups
The lesson includes these activities:
- Configuring Enterprise Skill Groups
- Configuring Additional Database Objects for Enterprise Skill Groups
- Creating the National Sales Script
- Creating the National Support Script
Module 6: Configuring Cisco Outbound Option
This module defines and describes the Cisco Outbound Option dialer and how to configure an outbound campaign.
Lesson 1: Cisco Outbound Option Overview
This lesson describes the Cisco Outbound Option dialer, deployment options, configuration requirements, and how calls are processed. Upon completing this lesson, you will be able to meet these objectives:
- Define and describe Cisco Outbound Option and its deployment options including the Gateway SIP-based dialer
- Describe the Cisco Outbound Option dialing modes
- Describe how calls are processed in an outbound campaign
- Summarize the components and configuration requirements to implement an outbound campaign
The lesson includes these activities:
Lesson 2: Cisco Outbound Option Configuration
This lesson will describe how to configure the components necessary to implement an outbound dialing campaign. Upon completing this lesson, you will be able to meet these objectives:
- Describe the basic configuration for outbound dialing
- Describe how to create dialer ports for an SCCP dialer
- Describe how to configure an import rule
- Describe how to configure a query rule
- Describe how to set up a campaign
- Describe how to set up ICM scripting for outbound dialing
The lesson includes these activities:
- ICM Configuration
- Cisco Unified Communications Manager Configuration
- Final Configuration
Module 7: Cisco Unified Intelligence Center
This module provides an overview of Cisco Unified IC and its capabilities and describes how to access and view Cisco Unified IC reports.
Lesson 1: Cisco Unified IC Overview
This lesson describes the features, benefits, and architecture of Cisco Unified IC. Upon completing this lesson, you will be able to meet these objectives:
- Describe the benefits and features of Cisco Unified IC
- Describe Cisco Unified IC deployment models
- Summarize the additional features of Cisco Unified IC
The lesson includes these activities:
Lesson 2: Cisco Unified IC Reporting
This lesson will describe stock reports and provide a high-level review of modifications that can alter what and how data is displayed. Upon completing this lesson, you will be able to meet these objectives:
- Describe how Cisco Unified Intelligence Center can access the AWDB to access real-time and historical data
- Describe the Cisco Unified CCE stock reports available in Cisco Unified IC
- Describe the Cisco Unified CVP stock reports available in Cisco Unified IC
- Describe how to run and modify views of stock reports
The lesson includes these activities:
Hands-on Lab Exercises
AUCCE
- Lab 2-1: Configuring Cisco Unified Communications Manager
- Lab 2-2: Configuring Cisco Unified IP IVR
- Lab 2-3: ICM Configurations
- Lab 2-4: Using Cisco Unified CCE Script Editor
- Lab 3-1: Configuring Feature Control Sets and ICM Users and Using Internet Script Editor
- Lab 3-2: Using Script Editor Utilities
- Lab 3-3: Accessing an External SQL Server Database
- Lab 3-4: Adding Multiple Skill Groups
- Lab 4-1: Using Administrative Scripts
- Lab 5-1: Configuring a Second Peripheral
- Lab 5-2: Configuring Translation Routes
- Lab 5-3: Configuring and Scripting for Enterprise Skill Groups
- Lab 6-1: Cisco Outbound Option Configuration