About this Course

Administering Cisco Unified Contact Center Enterprise for CVP Environments (ACCE-CVP) is an instructor-led course presented by training partners to system engineers and customers who will be involved with day-to-day interaction with the Cisco Unified Contact Center Enterprise v8.x (CCE) product deployed in a CVP environment. This course will give you an understanding of the Unified CCE v8.x from a “Day 2 -Add/Move/Change” perspective. We will accomplish this by performing basic and advanced UCCE administration and troubleshooting tasks that users will encounter in real world deployments. This course will also prepare students as a pre-requisite for the CVPI or DUCCE-CVP courses, which both assume that the student is already familiar with the basic operation of Unified CCE (ICM).  This is not always the case, and this course will serve as a stepping stone for further UCCE educational endeavors.

This course is based on CCE version 8.X software, and (together with DBUCCE/CVP) replaces the previously known ICM Bootcamp and UCCE/ICM with CVP courses.  If you run an older version of CCE, you will still benefit from this course and its content.

Audience Profile

The primary audience for this course is as follows:

• Day 2 support personnel (Partners and Customers) who are responsible for the daily operation of the CCE environment deployed with CVP

The secondary audience for this course is as follows:

• Cisco Unified Communications system channel partners and resellers

At Course Completion

Upon completing this course, the learner will be able to meet these overall objectives:

• Demonstrate an overall understanding of the Cisco Unified CCE v8.0 system, processes, and its environment.
• Administer a Cisco Unified CCE v8.0 system as deployed with Unified CVP, including CTI functionality used with Unified Communications Manager.
• Create routing options using ICM MicroApps for scripting.
• Create routing options by using the External VXML solution for scripting.
• Demonstrate proficiency with regular CTI tasks of adding agents/skill(s)/phones to the UCCE environment.
• Create contingencies within scripting via ICM Admin Scripts.
• Demonstrate proficiency with various utilities within the UCCE solution for troubleshooting and support of the environment.
• Understand the CUIC component architecture of UCCE Reporting

Prerequisites

The knowledge and skills that a learner should have before attending this course are as follows:

• Working knowledge of basic networking and components (router, switch, NIC)
• Working knowledge of Microsoft Windows Server 2003 deployed within an Active Directory environment

Course Outline:

Module 1: Cisco Unified Contact Center Enterprise Product Overview

Lesson 1: Presenting Cisco Unified Contact Center Enterprise v8.0

• Cisco Unified Contact Center Enterprise v8.0
• Benefits of Cisco Unified Contact Center Enterprise v8.0
• Cisco Unified Contact Center Enterprise v8.0 Options
• PPDIOO

Lesson 2: Call Routing Options

• Carrier-Based Routing
• Private Network Routing
• Carrier-Based Routing with Cisco Unified CCE v8.0
• Benefits of Routing with Cisco Unified CCE v8.0

Lesson 3: Components of Cisco Unified Contact Center Enterprise v8.0

• ICM Components
• ICM Databases
• ICM Terms

Lesson 4: Cisco Unified Customer Voice Portal

• Defining Cisco Unified CVP
• Components of Cisco Unified CVP
• Cisco Unified CVP Call Flows

Module 2: Cisco Unified CVP Comprehensive Basic Configuration

Lesson 1: Examining Cisco Unified CVP Comprehensive

• Cisco Unified CVP Comprehensive Call Flow Overview
• Steps for Installing and Configuring Cisco Unified CVP Comprehensive

Lesson 2: Upgrading, Installing, and Configuring Cisco Unified CVP Software

• Cisco Unified CVP 8.0 Installation Overview
• Cisco Unified CVP System Management
• Initial Cisco Unified CVP Call Server Setup and Configuration
• Cisco Unified CVP Licensing
• Cisco Unified CVP Upgrades

Lesson 3: Configuring Cisco IOS Gateways for Cisco Unified CVP (SIP and H.323)

• Gateway Overview
• Gateway Signaling Fundamentals
• Configuring SIP
• Configuring H.323
• Configuring and monitoring Cisco IOS Gateways via the Ops Console

Lesson 4: Configuring Cisco Unified ICM Enterprise for Cisco Unified CVP

• Overview of the Cisco Unified ICM Enterprise Configuration Tasks
• Network VRU Types
• Configuring Cisco Unified ICM Enterprise

Lesson 5: Creating and Using Cisco Unified CCE v8.0 Variables

• Define ICM Variables
• Peripheral Variables
• Expanded Call Variables
• User Variables

Module 3: Cisco Unified ICM Enterprise Scripting to Support Unified CVP

Lesson 1: Introducing Scripting

• General Scripting Concepts
• Cisco Unified CVP Script Editors
• Describing ICM Script Editor
• Working with ICM Script Editor
• Testing a Script
• Scripting Overview
• Media Server Files
• Finding Objects and Their Associations
• Exporting and Importing Scripts
• Renaming and Deleting Objects
• Default Labels

Lesson 2: Implementing Cisco Unified ICM Enterprise Scripting Micro-applications

• Play Media
• Play Data
• Get Digits
• Menu
• Get Speech
• Capture

Lesson 3: Configuring Cisco Unified ICM Enterprise Scripting Using Micro-applications

• Advanced Speech Scripting – Using ASR/TTS
• Building a Cisco Unified CVP Script

Module 4: CTI (Agent) functionality in the CCE Environment

Lesson 1: Integrating Cisco Unified Communications Manager v8.0

• Defining Cisco Unified Communications Manager v8.0
• Cisco Unified Communications Manager v8.0 Configuration
• Integrating Cisco Unified Communications Manager v8.0

Lesson 2: Agent Desktop Options

• Defining Cisco CTI
• Defining CTI OS Toolkit
• Defining Cisco Agent Desktop
• Defining CRM Connectors

Lesson 3: Enabling Transfers and Reroute on No Answer

• Cisco Unified CVP Transfers
• Reroute on No Answer

Lesson 4: Adding Multiple Skill Groups

• Using the CED Script Node
• Using the Formula Editor
• Using the Route Select Script Node

Module 5: Cisco Unified CVP VXML Overview

Lesson 1: Exploring VXML

• What Is VXML?
• Cisco Unified CVP VXML Solution
• Lesson 2: Installing and Configuring VXML
• Cisco Unified CVP VXML Server Configuration
• Cisco Unified Call Studio Project Configuration
• Project Deployment
• Server Maintenance Tasks
• Cisco Unified ICM Enterprise Scripting for External VXML

Module 6: Extended CCE Functions

Lesson 1: Creating Feature Control Sets and Users

• Feature Control Sets and Users
• User Permissions
• Internet Script Editor

Lesson 2: Understanding Administrative Scripts

• Defining Administrative Scripts
• Creating User Variables
• Creating an Administrative Script

Module 7: Cisco Unified Intelligence Center

Lesson 1: Cisco Unified IC Overview

• Cisco Unified IC Benefits and Features
• Cisco Unified IC Deployment Models
• Additional Features

Lesson 2: Cisco Unified IC Reporting

• Accessing Reporting Data
• Cisco Unified CCE Stock Reports
• Cisco Unified CVP Stock Reports
• Running Cisco Unified IC Reports

Lab Outline

• Lab 1-1: Checking Out the Dial Plan

• Lab 1-2: Exploring Your Voice Gateway (Router)

• Lab 1-3: Exploring ICM and CVP Servers

• Lab 2-1A: Installing and Configuring Cisco Unified CVP

• Lab 2-1B Installing an Administrative Client (CAW) and VRU PG

• Lab 2-2: Configuring Cisco IOS Software for Cisco Unified CVP

• Lab 2-3: Configuring Cisco Unified ICM Enterprise Components for Cisco Unified CVP

• Lab 2-4: Preparing a Simple Script

• Lab 2-5: Using Tools to Observe your Script

• Lab 3-1: Creating Cisco Unified ICM Enterprise Scripting for Cisco Unified CVP

• Lab 3-2: Configuring Calls Using SIP with Proxy

• Lab 3-3: Configuring Direct Calls into Cisco Unified CVP

• Lab 3-4: Configuring Subsequent Transfers via Cisco Unified ICM Enterprise DN Plan

• Lab 4-1: Installing Cisco Unified Call Studio

• Lab 4-2: Creating and Deploying a Cisco Unified Call Studio Project

• Lab 4-3: Integrating VXML Applications with Cisco Unified ICM Enterprise

• Lab 4-4: Implementing Administrative Scripts

• Lab 4-5:  Implementing ASR/TTS (Optional)

• Lab 5-1: Backing Up the Reporting Server

• Lab 6-1: Troubleshooting Cisco Unified CVP