Administering Webex Contact Center Enterprise (AWXCCE)

Module 1: An Introduction to Cisco Webex Contact Center Enterprise  

Introduce the capabilities, architecture, and navigation of the Webex Contact Center Enterprise solution

• Webex Contact Center Enterprise overview
  • Standard/Additional Application availability
  • Digital (multi-channel) options
  • Contact Center Artificial Intelligence (CCAI) services overview
  • Licensing Options
• Webex Contact Center Architecture overview
  • Security Considerations
  • Peering options overview
  • Infrastructure as a Service (IaaS) overview
• PSTN/calling options
  • Agent options
• Call/Data Flows overview
• Scripting Interfaces Overview
  • Interaction Manager Designer
  • ICM Internet Script Editor
  • CVP Call Studio
• Options for connecting to the Webex Contact Center Enterprise Environment

Module 2: Webex CCE Administration Portal Interface  

Introduce the functionality of the Webex CCE Administration Portal

• Admin Portal Features and Highlights
• Accessing the Admin Portal (Launchpad)
  • SSO Options
  • Portal Mobile
• Admin Portal Navigation
  • Launchpad
  • Customizing the Launchpad
• Introduction to Interaction Manager (Contact Flow designer)

Module 3: Configuring Security Roles and Users  

Configure Agent and Non-Agent users incorporating security roles  

• User Types
• Security
• Collections
  • Access Groups
  • Roles/Standard Roles
  • Configuring Non-Agent Users
• Configuring Agent Users
• Options for administering users (clone/deactivate/delete/audit)
• Bulk Tools

Module 4: Configuring Contact Center Skills  

Demonstrate and configure the Agent Skilling options, including Skill Schedules

• Skills Features
• Adding Skills
• Precision Queues and Attributes
• Assigning Skills/Attributes to Agents
• Scheduling Skill assignments
• Finesse
  • Overview
  • Agent PG Considerations

Module 5: Routing Controls  

Configure Routing Controls and Audio Files associated with Contact Flows

• Overview of Routing Controls, Audio files and the relation to Contact Flows (scripting)
• Routing Controls Features
• Routing Control Types
  • Date/Time/Range
  • Number
  • Percentage
  • Schedule
  • Switch
  • Table
  • Text
  • Throttle
• SBC to routing client controls

Module 6: Audio Manager  

• Audio Manager
  • Audio Prompts
  • Audio Groups
  • Audio Versioning
  • Language considerations
  • Scheduling audio

Module 7: Using the Interaction Manager to build Contact Flows  

Build Contact Flows to provide IVR and ACD treatment to the caller

• Webex Contact Center Enterprise Scripting Overview
  • Interaction Manager Contact Flows
  • ICM Script Editor Routing Script considerations
  • IVR/VRU functions/nodes
  • Audio F
• Call Studio Projects/Application considerations

Module 8: Supervisor and Agent productivity functions  

• Agent Team Features
• Supervisor Configuration
• Agent Team Configuration
• Reason Codes and WrapUp Codes
• Phone Books

Module 9: Building a Basic Webex Contact Center Enterprise ICM Script

• Introduction to Script Editor
• Use Script Editor Nodes
• Understand Variables
• Schedule Scripts
• Manage Additional ICM Scripting Tools

Module 10: Configuring Basic Call Treatment and Queuing

• Review Media files and the Audio Manager
• ECC Variables
• Microapps
• Play Media Microapp
• Get Digits Microapp
• Menu Microapp
• Play Data Microapp
• Get Speech Microapp
• Capture Microapp
• Scripting with Microapps

Module 11: Implementing Precision Routing

• Exploring the Basics
• Migration Path
• Skill Groups vs. Precision Queues
• Configuring Attributes and Precision Queues
• Precision Routing Sample Scenario

Module 12: Internal Calls and Transfers

• Understand Transfer Types and CVP Call Flow Models
• Describe Subsequent Transfers
• Perform UCM Configurations for Transfers
• Configure CUCM as Routing Client and Agent Transfers

Module 13: Implementing VXML Applications

• VXML Overview
• CCE VXML Architecture and Logic Flow
• Build Basic Call Studio Project
• Deploy Project, Verify Config
• CCE Scripting for External VXML Applications

Module 14: Running Unified CC Enterprise Reports with Unified IC

• Introduce and Navigate CUIC
• Reporting Touch Points
• Access CUIC Stock Reports
• Create CUIC Custom Reports
• Create Custom Dashboards

Module 15: Configuring Advanced Scripting and CCE Data Exchange

• Design for Advanced Scripting
• CCE Data Exchange
• Using Call Studio
• Implement Database Lookup using VXML
• Collect Response from the Caller
• Invoking Call Studio Applications with CCE Routing Scripts

Module 16: Troubleshooting and Escalation  

• Checking System Health
• Collecting Log Files
• Troubleshooting tools available to customers
• Webex Contact Center Enterprise Support Processes
• Webex Contact Center Enterprise Escalation Process

LAB OUTLINE

• Discovery 2-1: Log in to the Portal
• Discovery 2-2: Navigating the Webex CCE Environment
• Discovery 2-3: Customizing the Launchpad
• Discovery 3-1: Add Non-Agent (Administrator) user
• Discovery 3-2: Add an Agent User
• Discovery 4-1: Creating Skills
• Discovery 4-2: Configuring Attributes and Precision Queues
• Discovery 4-3: Scheduling Skills
• Discovery 4-4: Agent Login to Finesse
• Discovery 5-1: Configure Routing Controls
• Discovery 6-1: Managing Audio Files
• Discovery 8-1: Configure a Supervisor and Agent Team
• Discovery 8-2: Configure/implement Reason Codes
• Discovery 8-3: Configure Phone Book
• Discovery 8-4: Customizing the Finesse Desktop
• Discovery 9-1: Prepare a Basic Label Script
• Discovery 9-2: Use ICM Tools for ICM Scripts
• Discovery 9-3: Build an Agent Routing ICM Script
• Discovery 10-1: Media Files and Variables in ICM Scripting
• Discovery 10-2: Basic IVR Scripting with MicroApps
• Discovery 11-1: Configure and Implement Precision Routing in Flow Designer
• Discovery 11-2: Configure and Implement Precision Routing in ICM Script Editor
• Discovery 12-1: Internal Calls and Transfers
• Discovery 13-1: VXML Server Configuration and Call Studio Installation
• Discovery 13-2: Create and Deploy a Cisco Unified Call Studio Project
• Discovery 13-3: Integrate VXML Applications with a CCE Script
• Discovery 14-1: Running Stock Reports
• Discovery 14-2: Creating a Custom Report
• Discovery 14-3: Creating a Dashboard
• Discovery 15-1: Creating VXML Application using Call Studio
• Discovery 15-2: Creating CCE Routing Script
• Discovery 15-3: Testing your Call Flow
• Discovery 16-1: Check system Health
• Discovery 16-2: Collect Log and Trade files