Module 1 Cisco Unified Contact Center Enterprise Overview
Lesson 1: Presenting Cisco Unified Contact Center Enterprise
-
Cisco Unified CCE Solutions
-
New/Deprecated Features and Enhancements
-
Cisco Unified CCE Reference Design Specifications
-
Cisco Unified CCE Core Components
-
Optional Cisco Components
-
Optional Third-Party Components
-
Cisco Unified CCE Solution Integrated Features
-
Solution Administration
Lesson 2: Cisco Unified CCE Core Components
Lesson 3: Cisco Unified CCE Options
-
Optional Cisco Unified CCE Components
-
Cisco Unified CCE Third-Party Components
-
Cisco Unified CCE Integrated Features
-
Solution Administration
Lesson 4: Basic Call Flow Models
-
Call Flow Types
-
Traditional ICM Pre-route
-
Traditional ICM Post-route
-
Cisco Unified CCE Call Flow
-
Traditional ICM Translation Routing
-
Translation Route to VRU
Module 2: Basic ACD Configurations
Lesson 1: Configuring Cisco Unified Communications Manager
-
Cisco IP Phones
-
CTI Route Points
-
Trunks
-
Route Groups, Route Lists, and Route Patterns
-
Application User Accounts
Lesson 2: Configuring Cisco Unified CVP
Lesson 3: Configuring Cisco Unified CCE
Lesson 4: Using Cisco Finesse
Lesson 5: Using Cisco Unified CCE Script Editor
Module 3: Configuring Cisco Unified CVP for IVR Functionality
Lesson 1: Basic IVR Configurations
-
Media File Types
-
Media File Storage Locations
-
ICM Call Variables
-
CVP Micro-Applications
-
Configure Network VRU Script Definitions for CVP Micro-Apps
-
System-level ICM Configurations Supporting Cisco Unified CVP
Lesson 2: Basic IVR Scripting using CVP Micro-Applications
-
Using the Send to VRU Script Node
-
ICM Scripting for IVR Activity
-
Validate, Save, Schedule, and Test Script
Module 4: Extended Functions
Lesson 1: ICM User Accounts and Feature Control Sets
-
Define Feature Control Sets
-
Define ICM User Accounts
-
Using the Quick Edit Mode
-
Use Feature Control Sets to Limit User Access
-
Install and Use the Internet Script Editor
Lesson 2: Using ICM Utilities
-
Script Explorer
-
Enabled Scripts
-
Call Type Associations
-
Script Reference
-
Importing and Exporting ICM Scripts
-
Deleting Objects from the ICM Database
-
Renaming Objects in the ICM Database
-
Using Default Labels
Lesson 3: Understanding ICM Variables
Lesson 4: Precision Routing
-
Define Precision Routing
-
Compare Skill Group vs PQ Routing
-
Defining the Agent with Attributes
-
Defining Callers Requirements with PQ’s
-
Using PQ’s in an ICM Script
Lesson 5: Routing Calls from Cisco Unified CM
Lesson 6: Ring-No-Answer Routing
-
Understanding Routing for Ring-No-Answer Conditions
-
Method 1: Using Agent Desk Settings
-
Method 2: Using Agent Desk Settings and CVP Patterns for RNA Timeout
Lesson 7: ICM Administrative Scripting
- Define Admin Scripts
- Define Admin Script Usage
Module 5: Cisco Unified CCE Reporting
Lesson 1: Introducing Cisco Unified Intelligence Center
Lesson 2: Running and Modifying CUIC Reports
Lesson 3: Creating CUIC Reports and Dashboards
-
Create a Report
-
Create a Dashboard
Lab Outline
-
Lab 1-0: Setting up your VPN and Student CIPC
-
Lab 2-1: Configuring Cisco Unified Communications Manager
-
Lab 2-2: Test Basic Routing Functions of Intelligent Contact Manager
-
Lab 2-3: Configure ICM and Test Basic ACD Routing
-
Lab 3-1: Configure and License Cisco Unified CVP
-
Lab 3-2: Configure Voice Browsers for Cisco Unified CVP
-
Lab 3-3: Cisco Unified CVP Proof of Concept
-
Lab 3-4: Implementing ACD Routing with Prompting, Collecting and Queuing
-
Lab 4-1: Configuring Feature Control Sets, ICM Users and Using Internet Script Editor
-
Lab 4-2: Using Script Editor Utilities
-
Lab 4-3: Configuring Precision Routing
-
Lab 4-4: Configuring Reroute on No Answer (RONA)
-
Lab 4-5: CTI Route Point Initiated Calls
-
Lab 4-6: Implement an Administrative Script
-
Lab 5-1: Navigating CUIC
-
Lab 5-2: Running and Modifying CUIC Reports