AUCCE-1

Target Audience
The primary audience for this course is as follows:

 Cisco Unified Communications system channel partners and resellers responsible for
the Sales, Implementation or Support of a UCCE solution
 Day 1 and Day 2 support personnel responsible for the daily add/move/change of the
UCCE environment

The secondary audience for this course is as follows:

 Managers, team-leads, business liaison personnel or anyone who needs to be remotely

involved in the UCCE solution and have a better overall understanding of its function.

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

 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

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

 Demonstrate an overall understanding of the Cisco Unified CCE solution from a

component functional level.
 Demonstrate basic proficiency with add/move/change of the ACD/PBX (agent/skill)
environment of UCCE.
 Demonstrate basic proficiency with add/move/change of the IVR
(prompt/collect/queue) environment of UCCE including both MicroApp and VXML
solution scripting (ICM Scripting and Call Studio scripting).
 Configure a Supervisor to enable CUIC Reporting functionality including running
stock reports and creating dashboards.

Course Outline

Module and Lab Details Available in Full Course Outline

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

Lab Outline:
 Lab 1-1: Overview of the AUCCE Lab Environment
 Lab 1-2: Explore Your Voice Gateway (Ingress/VXML)
 Lab 1-3: Explore CVP and ICM Servers
 Lab 2-1: 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 Basic Agent and Skill Group Functionality
 Lab 3-2: Configure UCM for Agent Functionality
 Lab 3-3: Install CTIOS Agent/Supervisor Desktop Agent/Supervisor Desktop
 Lab 3-4: Testing 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 Routing
 Lab 5-3: RONA
 Lab 5-4: Implement Administrative Scripts
 Lab 5-5: Configure Calls Using SIP with Proxy (Optional)
 Lab 5-6: Configure CTI Route Point for on-net CCE Calls and Agent-Initiated
Transfers (Optional)
 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 an ICM Script
 Lab 7-1: Run more CCE Reports, Create a Dashboard in CUIC
AUCCE-2
Target Audience
The primary audience for this course is as follows:

 Cisco Unified Communications system channel partners and resellers

 Day 2 support personnel responsible advanced administration and support of the
UCCE environment

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

 Attendance of AUCCE Part 1 or equivalent real world experience is a requirement to

attend this course

 DO NOT take this course if you are new to UCCE, you will be wasting your time
and time of those around you in class! You need some experience with UCCE before
attending this course!! If you cannot spell UCCE, this course is not for you! If you
don’t know what ICM object binds a Dialed Number to a Script, you need to take the
Part 1 course, not this one! If you don’t know the 2 main uses for Call Types, you
should not take this course!! Obviously, this means you need some prerequisite
knowledge before attending this course.

 Working knowledge of Unified Communications Manager and Voice Gateways

would be really helpful. Take the VFCC course, by example!

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

 Demonstrate advanced proficiency with add/move/change of the ACD/PBX

(agent/skill) environment of UCCE.

 Demonstrate advanced proficiency with add/move/change of the IVR (prompt/collect)

environment of UCCE including both MicroApp and VXML solution scripting (ICM
Scripting and Call Studio scripting).

 Demonstrate effective use of system tools to track and troubleshoot a call within a call
flow.

Course Outline
Module and Lab Details Available in Full Course Outline

Module 1: Cisco Unified Contact Center Enterprise 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: CCE Configuration and Scripting Review

 Lesson 1: Configuration Manager and Script Editor Review

 Lesson 2: CTI Review
 Lesson 3: Agent Skill Review
 Lesson 4: Microapps and Media File Review
 Lesson 5: Precision Routing Review
 Lesson 6: Transfers and RONA Review
 Lesson 7: Mobile Agents

Module 3: Implementing Business Rules

 Lesson 1: Advanced Scripting and Routing

 Lesson 2: ICM Scripting Variables, Expressions, Formulae and Functions
 Lesson 3: Creating and Admin Script for Time of Day Routing
 Lesson 4: Creating Feature Control Sets and Users

Module 4: CCE VXML Solution

 Lesson 1: Basic VXML Functionality

 Lesson 2: Installing and Configuring VXML solution
 Lesson 3: Basic VXML – SQL Database Lookup
 Lesson 4: Exploring Courtesy Callback
 Lesson 5: Agent Greeting

Module 5: CCE Outbound

 Lesson 1: Introduction to Outbound Option

 Lesson 2: Configuring Outbound Option for Agent and IVR Campaigns

Module 6: CCE Support considerations

 Lesson 1: Supporting UCCE

 Lesson 2: Diagnostic Framework Suite
 Lesson 3: UCCE Support
 Lesson 4: Tracking an Agent call through the Database

Lab Outline

 Lab 1-1: Review Labs

 Lab 1-2: Verify and Prepare the Lab Environment
 Lab 1-3: Explore and Verify Your Voice Gateway
 Lab 1-4: Explore and Verify CVP and ICM Servers
 Lab 2-1: Administering ICM Dialed Numbers and Call Types
 Lab 2-2: Media Files and Variables in ICM Scripts
 Lab 2-3: Basic IVR Scripting with MicroApps
 Lab 2-4: Configure ICM for Agent and Skill Group Functionality
 Lab 2-5: Configure UCM for Agent Functionality
 Lab 2-6: Install CTIOS Agent Desktop (optional)
 Lab 2-7: Scripting for Skill Groups and Queuing
 Lab 2-8: Configuring Precision Routing
 Lab 2-9: RONA
 Lab 2-10: Configure CTI Route Point for CCE Calls and Agent-Initiated Transfers
(Optional)
 Lab 2-11: Configure Agent Transfers via Dialed Number Plan (Optional)
 Lab 2-12: Configure Calls Using SIP with Proxy (3XY2) (Optional)
 Lab 3-1: Administrative Scripts
 Lab 3-2: Feature Control Sets and Users
 Lab 4-1: VXML Server Configuration and Call Studio Installation
 Lab 4-2: Create and Deploy a Cisco Unified Call Studio Project
 Lab 4-3: Integrate VXML Applications with ICM Script
 Lab 4-4: SQL DB Lookup Functionality for VXML
 Lab 4-5: Courtesy Callback (CCB)
 Lab 4-6: Agent Greeting
 Lab 5-1: Basic Outbound Agent Campaign
 Lab 6-1: Using Troubleshooting Tools
 Lab 6-2: Track a call thru RCD/TCD Records
 Lab 6-3: Instructor Break/Fix
DUCCE
Target Audience
The primary audience for this course is as follows:

 Cisco Unified Communications system channel partners and resellers

 System engineers

The secondary audience for this course is as follows:

 Customers deploying and maintaining Cisco Unified Contact Center Enterprise

products

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 deployed within an Active
Directory environment
 Working knowledge of a Windows computer including a mouse and the simultaneous
use of the Alt-Tab keys

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

 Demonstrate an overall understanding of the Cisco Unified CCE solution, processes,

and its environment.
 Install and configure a Cisco Unified CCE solution as deployed with Unified CVP,
including CTI functionality used with Unified Communications Manager.
 Install and configure Cisco Outbound Option using a SIP Dialer.
 Utilize the Legacy Command Line Utilities within the ICM environment for support
and troubleshooting UCCE.
 Utilize the Diagnostic Framework suite of utilities (Analysis Manager, Diagnostic
Portico, CLI) within the UCCE environment for support and troubleshooting of
UCCE.
 Demonstrate proficiency with various utilities within the UCCE solution for
troubleshooting and support of the environment.

Course Outline
Module 1: Cisco Unified Contact Center Enterprise 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: Preparing UCCE for Basic IVR Scripting

 Lesson 1: UCCE Call Flows and Protocols

 Lesson 2: Using Domain Manager
 Lesson 3: Introducing the Unified CCE Main Installer
 Lesson 4: Central Controller Installation
 Lesson 5: Installing Admin Data Servers and Clients
 Lesson 6: Configuring ICM for CVP
 Lesson 7: Configuring CVP for UCCE
 Lesson 8: UCCE Voice Gateway Internetworking Considerations
 Lesson 9: Basic IVR Scripting with Microapps

Module 3: Preparing UCCE for Basic Agent Functionality

 Lesson 1: Configure UCM to Support UCCE

 Lesson 2: Installing UCCE CTI Software
 Lesson 3: UCCE Configuration and Scripting for Additional Agent and IVR
Functionality
 Lesson 4: Enabling Transfers and RONA

Module 4: Installing CCE VXML Solution

 Lesson 1: Basic VXML Functionality

 Lesson 2: Installing and Configuring VXML Solution
 Lesson 3: Exploring Courtesy Callback

Module 5: Installing CCE Outbound

 Lesson 1: Introduction to Outbound Option

 Lesson 2: Outbound Option Installation and Configuration
 Lesson 3: Configuring Outbound Option for Agent and IVR Campaigns

Module 6: Supporting CCE

 Lesson 1: ICM Processes

 Lesson 2: Diagnostic Framework Suite
 Lesson 3: UCCE Support
 Lesson 4: Service Assurance

Lab Outline

 Lab 1-1: Overview of UCCE Lab Environment:

 Lab 1-2: Explore Voice Gateway:
 Lab 1-3: Explore CVP and ICM Servers:
 Lab 2-1: Install the ICM Main Installer
 Lab 2-2: Install ICM Central Controller and Admin Data Server/HDS
 Lab 2-3: Configure/Install PG for CVP and UCM
 Lab 2-4: Install, Configure and License CVP Components
 Lab 2-5: Configure IOS Voice Gateway for CVP
 Lab 2-6: Configure ICM for CVP Scripting
 Lab 2-7: Prepare a Simple CVP Test Script
 Lab 2-8: Use ICM Tools to Observe Script Progress
 Lab 3-1: ICM Scripting with Microapps
 Lab 3-2: Configure ICM for Basic Agent Functionality
 Lab 3-3: Install CTI Components
 Lab 3-4: CTI Route Point Initiated Calls
 Lab 3-5: Configure Calls Using SIP with Proxy (Optional)
 Lab 4-1: Configure Courtesy Callback (CCB)
 Lab 5-1: Install and Configure Cisco Outbound Option – SIP
 Lab 6-1: Using Troubleshooting Tools
 Lab 6-2: Troubleshooting Lab