Администрирование Cisco Unified Contact Center Enterprise. Часть 1 (AUCCE1) 2.0

Целевая аудитория

Курс предназначен для системных инженеров и пользователей, которые осуществляют поддержку решения Cisco UCCE, построенного на модели внедрения под названием CVP Comprehensive. Также курс будет необходим специалистам партнеров Cisco, осуществляющих продажи, внедрение, и администрирование UCCE. Курс может быть рекомендован менеджерам всех уровней, осуществляющим руководство работами по инсталляции, внедрению и настройке UCCE.

Предварительная подготовка

• Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, switch) is helpful but not required
• Working knowledge of a Windows computer including a mouse and the simultaneous use of the Alt-Tab keys is required.
• Working knowledge of Unified Communications Manager and Voice Gateways would be really helpful.  Take the VFCC course, by example
• A basic understanding of contact center operations

По завершении курса слушатель сможет

• Configure and script a basic UCCE CVP deployment.
• Identify the basic components and operations of the Unified CCE solution.
• Perform the ICM configuration tasks required to support basic agent functionality.
• Build and test a basic ICM script utilizing microapps.
• Configure and script UCCE to support reporting requirements, precision queuing and RONA.
• Identify how to successfully deploy the CVP VXML component in a Unified CCE solution.
• Generate basic reports using Cisco Unified IC.

Программа курса 

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations

• Lesson 1: Introducing UCCE
• Lesson 2: Unified CCE Architecture and Components
• Lesson 3: UCCE Terms, Routing and Additional Components
• Lesson 4: Accessing UCCE Tools

Module 2: UCCE Configuration and Scripting

• Lesson 1: Configuration Manager
• Lesson 2: ICM Script Editor Overview
• Lesson 3: Scripting for CVP

Module 3: CCE Inbound Agent Considerations

• Lesson 1:CTI Options Overview
• Lesson 2: Configure ICM for Agent Functionality
• Lesson 3: Configure UCM for Agent Functionality
• Lesson 4: Scripting ICM for Agent Functionality

Module 4: Unified CCE IVR/VRU Functionality

• Lesson 1: Basic IVR Scripting with MicroApps
• Lesson 2: ICM MicroApps
• Lesson 3: ICM Scripting Using MicroApps

Module 5: Additional UCCE Considerations

• Lesson 1: ICM Considerations for Reporting and Monitoring
• Lesson 2: Precision Routing
• Lesson 3: RONA

Module 6: External VXML Implementation

• Lesson 1: Basic VXML Functionality
• Lesson 2: Installing and Configuring VXML

Module 7: Cisco Unified Intelligence Center (CUIC) Reporting

• Lesson 1: CUIC Overview
• Lesson 2: CUIC Reporting

Лабораторные работы

• Lab 1-1: Check out the Lab Environment
• Lab 1-2: Explore Voice Gateway
• Lab 1-3: Explore CVP and ICM Servers
• Lab 2-1: Tools and Utilities for Administering ICM Dialed Numbers and Call Types
• Lab 2-2: Prepare a simple Label Script
• Lab 2-3: Using ICM Tools for ICM Scripts
• Lab 3-1: Configure ICM for Agent Functionality
• Lab 3-2: Configure UCM for Agent Functionality
• Lab 3-3: Install Agent/Supervisor Desktop and test login
• Lab 3-4: Basic Skill Group functionality in an ICM Script
• Lab 4-1: Media Files and Variables in ICM Scripts
• Lab 4-2: Basic IVR Scripting with MicroApps
• Lab 5-1: Configuring CCE for Monitoring and Reporting
• Lab 5-2: Configuring and using Precision Queues
• Lab 5-3: RONA
• Lab 5-4: Implement Administrative Scripts
• Lab 5-5: Configure Calls Using SIP with Proxy
• Lab 5-6: CTI Route Points for UCCE Calls and Transfers
• Lab 5-7: CCMP
• Lab 6-1: VXML Server Configuration and Call Studio Installation
• Lab 6-2: Create and Deploy a Cisco Unified Call Studio Project
• Lab 6-3: Integrate VXML Applications with ICM Script
• Lab 7-1: More CUIC Reports, including a Dashboard of our favorite reports