Administering Cisco Unified Contact Center Enterprise, Part 1
AUCCE1 является пятидневным курсом, проводимым партнерами по обучению компании Cisco. Этот курс описывает требования, ресурсы и инструменты, необходимые для повседневной работы с контакт-центром UCCE и его компонентами. Знания, полученные на этом курсе, соответствуют уровням технической поддержки 1-2.
Курс является частью программы сертификации Cisco Unified Contact Center Enterprise Specialist из линейки сертификации Collaboration Specialist.
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