Administering UCCE with CVP v10 Part 1 (AUCCE1) (5 Days)

This course is for those responsible for the Operation, Administration, Maintenance, and Provisioning (OAMP) of the UCCE environment in a UCCE/CVP deployment.

This class is extremely interactive and includes making a comprehensive solution work, including troubleshooting.

Target Audience:

  • 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

Secondary Target Audience:

  • 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.

Course Objectives:

  • Demonstrate an overall understanding of the Cisco Unified CCE v10.0 solution from a component functional level.
  • 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).
  • Demonstrate proficiency with regular CTI tasks of adding agents/skill(s)/phones to the UCCE environment.
  • Configure a Supervisor to enable CUIC Reporting functionality including running stock reports and creating dashboards.

Course Outline:

  • Module 1: UCCE with CVP: Overview, Architecture, Components, Terms, Tools
  • Module 2: UCCE (ICM) Config Manager, Script Editor, Basic Scripting
  • Module 3: CTI (Agent): ICM and UCM Agent Configuration and Scripting
  • Module 4: UCCE IVR Functions: Scripting with MicroApps
  • Module 5: ICM Reporting and Monitoring, Precision Route, RONA
  • Module 6: CVP VXML Server: Install and Configure Call Studio and VXML Server
  • Module 7: Cisco Unified Intelligence Center: CUIC Overview and 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
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