Cisco Contact Center Self Study Kits

Module Outline

Lecture On Video

• Chapter 01 - Cisco UCCE 11.5 Introduction to UCCE 11.5 and CVP Bootcamp
• Chapter 02 - Cisco UCCE 11.5 Architecture of Cisco Contact Center Enterprise
• Chapter 03 - Cisco UCCE 11.5 Design Consideration
• Chapter 04 - Cisco UCCE 11.5 Deployment Model
• Chapter 05 - Cisco UCCE 11.5 Central Controller
• Chapter 06 - Cisco UCCE 11.5 Preparing and Installing Cisco UCCE Software
• Chapter 07 - Cisco UCCE 11.5 Organizational Units in Active Directory and Web Setup
• Chapter 08 - Cisco UCCE 11.5 Unified CCE Central Controller - Logger
• Chapter 09 - Cisco UCCE 11.5 Unified CCE Central Controller - Router
• Chapter 10 - Cisco UCCE 11.5 Agent Desk Settings and VRU Type
• Chapter 11 - Cisco UCCE 11.5 Peripheral Gateway PG and CTI Server
• Chapter 12 - Cisco UCCE 11.5 Routing Client
• Chapter 13 - Cisco UCCE 11.5 Skill Target Sub System
• Chapter 14 - Cisco UCCE 11.5 UCCE Call Flow with CVP
• Chapter 15 - Cisco UCCE 11.5 Call Routing Post Route from CUCM Call Flow using UCCX
• Chapter 16 - Cisco UCCE 11.5 Scripts Editor and Basic Scripting
• Chapter 17 - Cisco UCCE 11.5 Basic Administrative Scripts
• Chapter 18 - Cisco UCCE 11.5 Basic Scripting with Call Variables
• Chapter 19 - Cisco UCCE 11.5 Overview of Cisco Unified CVP
• Chapter 20 - Cisco UCCE 11.5 Configuring VXML Gateway for UCCE and CVP
• Chapter 21 - Cisco UCCE 11.5 Creating Network VRU Scripts and CVP Microapp
• Chapter 22 - Cisco UCCE 11.5 Creating UCCE Scripts with CVP
• Chapter 23 - Cisco UCCE 11.5 Installation and Configurations of Cisco Finesse 11.5
• Chapter 24 - Cisco UCCE 11.5 Overview and Installation of Cisco Unified Intelligent Center with Live Data 11.5
• Chapter 25 - Cisco UCCE 11.5 Configuration of Cisco CUIC Reporting 11.5

Lab Outline

• Lab 01 - Preparing Windows Server For Active Directory in UCCE Deployment
• Lab 02 - Preparing and Install Microsoft SQL Server 2014 for UCCE Deployment
• Lab 03 - Deploying Cisco UCCE Base Software
• Lab 04 - Installing and Preparing Cisco CVP Call Server
• Lab 05 - Deploying Cisco CVP Operation Console Manager
• Lab 06 - Prepare and Install Cisco Finesse Server
• Lab 07 - Prepare and Install Cisco Unified Intelligent Center CUIC
• Lab 08 - Preparing UCCE Servers with Instance in Active Directory
• Lab 09 - Simplex - How To Configure ROUTER in Simplex Mode
• Lab 10 - Simplex - How To Configure LOGGER in Simplex Mode
• Lab 11 - Simplex - How To Configure Administrator Server and HDS-DDS in Simplex Mode
• ab 12 - Simplex - Configure PG to support Unified PG with Routing client
• Lab 13 - Simplex - Configure PG to support Unified PG with Non-Routing client
• Lab 14 - Simplex - How to Install CVP Call Server and Operation Console in Distributed Environment
• Lab 15 - Simplex - Configuring VRU PG for CVP 11.5
• Lab 16 - Simplex - Configure, Integrate CTI Server and Finesse Server
• Lab 17 - Duplex - Migrate Router and Logger To Duplex Deployment
• Lab 18 - Duplex - Migrate Unified PG in US Cluster To Duplex Deployment
• Lab 19 - Configure Network VRU with Label
• Lab 20 - Modifying Agent Target Rule for CVP Routing Client
• Lab 21 - Configuring CVP To Work with VXML Gateway and UCCE Server
• Lab 22 - Configuring VXML Voice Gateway for Application and Dial peer for CVP
• Lab 23 - Creating ECC Variable For UCCE Scripts to support CVP Call
• Lab 24 - Creating Network VRU Scripts
• Lab 25 - Developing a basic call center script for UCCE with CVP
• Lab 26 - Schedule and Test Cisco UCCE Script with Agent Online
• Lab 27 - Configuring Redundant Finesse Server
• Lab 28 - Configuring Finesse with Variable, Phone Book, Reason Code and Team
• Lab 29 - Configuring Workflow in Cisco Finesse Server for Browser Popup
• Lab 30 -Routing Calls to Multiple Skills Group From Different CUCM Cluster using Enterprise Skills Group Node
• Lab 31 - Configuring Cisco CUIC Reporting For Cisco UCCE Real Time and Historical Databsas
• Lab 32 - Integrating CUIC Reporting Server with UCCE and LDAP User

Cisco UCCE Administration Kit Outline

• Lab 1 - Overview of Cisco UCCE Administration Tools
• Lab 2 - Getting started with Agent Desk Settings
• Lab 3 - Prepare and Configuring Network VRU for CVP
• Lab 4 - Preparing and Configuration Services and Skills Groups
• Lab 5 - Creating Agent, Supervisor and Team Lists
• Lab 6 - Configure PG for IP IVR (UCCX)
• Lab 7 - Creating Network Trunk and Trunk Group for IP IVR
• Lab 8 - Configuring PG For Cisco Unified CM
• Lab 9 - Defining Agent Target Rule and Device Target
• Lab 10 - Defining Enterprise Skills Group to Route calls to agent from Multiple Unified CM Clusters
• Lab 11 - Setting Limit on Number of Skills group per agent
• Lab 15 - Creating Precision Queues - Attributes
• Lab 15 - Creating Precision Queues - Attributes and Assign it to Agent
• Lab 13 - Creating Precision Queues and Rules to select Agent
• Lab 14 - Creating SCRIPT for Precision Queue and Testing calls
• Lab 15 - Outbound Dialer - Preparing Logger for Outbound dialer
• Lab 16 - Outbound Dialer - Configuring PG for CUCM Agent Cluster
• Lab 17 - Outbound Dialer - Configuring Dialer Component in ICM
• Lab 18 - Outbound dialer - Network VRU and Media Routing PG
• Lab 19 - Outbound dialer - Creating Skills Group and Dial Number
• Lab 20 - Outbound dialer - Ensure Time and ECC Variable Configured
• Lab 21 - Outbound Dialer - Ensure LoggerA outbound dialer is enable
• Lab 22 - Outbound Dialer - Dialer Component on PG
• Lab 23 - Outbound Dialer - Modify Local Static Route Files
• Lab 25 - Outbound Dialer - Modify The Media Routing with Dialer
• Lab 26 - Outbound Dialer - Verification of Outbound Component

Cisco UCCE Advanced Scripting Outline

Lecture on Video (available now)

• Chapter 01 - Introduction to Script Editor
• Chapter 02 - Call Type Contact Data and Scripting
• Chapter 03 - Categorizing Contacts
• Chapter 04 - Selecting Routing Targets
• Chapter 05 - Network VRUs
• Chapter 06 - Variable and Formula
• Chapter 07 - UCCE Scripting with Call Variables
• Chapter 08 - Scripting with External Database
• Chapter 09 - UCCE Basic Administrative Scripts
• Chapter 10 - Built In Function – String Manipulation
• Chapter 11 - Introduction to Cisco Unified CVP and ICM Scripting
• Chapter 12 - Implementing Cisco Unified ICM Enterprise Scripting Microapplications
• Chapter 13 - Overview of CVP Call Studio
• Chapter 14 - Creating a basic CVP Scripts
• Chapter 15 - Executing CVP Scripts via UCCE Scripting

Lab Outline (available now)

• Lab 01 - Create a basic UCCE Scripts
• Lab 02 - Create a script with comment & monitoring object
• Lab 03 - Routing calls to different scripts based on Call Type and Prefix Match
• Lab 04 – Routing Call Based on CLID and Dialed Number
• Lab 05 - Requalify Call Type - Routing calls to another scripts
• Lab 06 – Use GotoScript to route calls to different scripts
• Lab 07 – Creating Time of Day Routing
• Lab 08 – Distribute call load using Percentage Allocation
• Lab 09 – Routing Calls using Skills Group using LAA Method
• Lab 10 – Routing calls to Services using Service Node

Cisco UCCE Troubleshooting Study Kits

• Lab 1 - Introducing to Cisco UCCE Troubleshooting Utilities
• Lab 2 - Preparing and Configuring RTMT To Troubleshoot UCCE and CVP
• Lab 3 - Learn to using Unified System CLI to troubleshoot UCCE
• Lab 4 - Using RTTEST command to troubleshoot UCCE Platform
• Lab 5 - How to use Dumplog to analyst Logs
• Lab 6 - Using OPCTest Command to See PG Status
• Lab 7 - Using OPCTest To List Calls and Identify particular calls
• Lab 8 - Using OPCTest Utility to gather Agent Statistic
• Lab 9 - Troubleshooting Cisco UCCE Call Flow
• Lab 10 - Learn To Isolate Switch Leg Issues for UCCE and CVP
• Lab 11 - Learn To Isolate VRU Leg for UCCE and CVP
• Lab 12 - Learn How To Isolate Subsequent Warm Transfer Fault
• Lab 13 - Utility - How to run EMSMON Utility
• Lab 14 - Troubleshooting Shutdown Error for Router
• Lab 15 - Learn to Troubleshoot Finnese Out Of Service Issue
• Lab 16 - How to Set Trace Settings and Log Collection
• Lab 17 - How To Set Trace and Log Collections on Cisco Finesse
• Lab 18 - Setup Trace Settings and Log Collection on CVP
• Lab 19 - Setting Trace and Logs Collection for Virtualized Voice Browser
• Lab 20 - Utility - Troubleshooting using EMSMON Agent PG Not Active
• Lab 21 - Troubleshooting UCCE - Client gets fast busy when dialed DN
• Lab 22 - Troubleshoot UCCE Call - Gateway Not Found - Customer calls are failing every now
• Lab 23 - Call Fails with Error Message Not Found, GW Call using SURV TCL Flag
• Lab 24 - Troubleshooting Calls - Agent Reserve But Call Is Not Connected
• Lab 25 - The device associated with that extension or dial number invalid - Part 1

Cisco Packaged UCCE (PCCE) Study Kit

1. Bonus - Chapter 01 - Cisco UCCE 11.5 Introduction to UCCE 11.5 and CVP Bootcamp
2. Bonus - Chapter 02 - Cisco UCCE 11.5 Architecture of Cisco Contact Center Enterprise
3. Bonus - Chapter 03 - Cisco UCCE 11.5 Design Consideration
4. Bonus - Chapter 04 - Cisco UCCE 11.5 Deployment Model
5. Bonus - Chapter 05 - Cisco UCCE 11.5 Central Controller
6. Chapter 1 - Deploying component required for PCCE
7. Chapter 2 - Deploying Golden Template PCCE
8. Chapter 3 - Initialization of PCCE Deployment
9. Chapter 4 - Verifying PCCE Components and Configurations
10. Chapter 5 - Preparing and Customizing PCCE PG with Cisco Unified CM
11. Chapter 6 - Managing and Creating Agent and Desk Settings
12. Chapter 7 - Managing Agent Reason Code and Teams
13. Chapter 8 - Managing Agent Expertise and Attributes
14. Chapter 9 - Managing Attribute and Precision Queue with Consider IF
15. Chapter 10 - Managing Calls, ECC Variables
16. Chapter 11 - Overview of CVP Server
17. Chapter 12 - Configuring VXML Gateway for UCCE and CVP
18. Chapter 13 - Configuring Virtual Voice Browser VVB
19. Chapter 14 - UCCE Call Flow with CVP
20. Chapter 15 - Call Routing Post Route from CUCM Call Flow using UCCX
21. Chapter 16 - Scripts Editor and Basic Scripting
22. Chapter 17 - Basic Administrative Scripts
23. Chapter 18 - Creating Network VRU Scripts and CVP Microapp
24. Chapter 19 - Creating UCCE Scripts with CVP
25. Chapter 20 - Installation and Configurations of Cisco Finesse 11
26. Chapter 21 - Overview and Installation of Cisco Unified Intelligent Center with Live Data 11
27. Chapter 22 - Configuration of Cisco CUIC Reporting 11
28. Chapter 23 - Admin - Creating Precision Queues - Attributes
29. Chapter 24 - Admin - Creating Precision Queues and Rules to select Agent
30. Chapter 25 - Admin - Creating SCRIPT for Precision Queue and Testing calls
31. Chapter 26 - Admin - Outbound Dialer (SCCP)- Preparing Logger for Outbound Dialer
32. Chapter 27 - Admin - Outbound Dialer - Configuring PG for CUCM Agent Cluster
33. Chapter 28 - Admin - Outbound Dialer - Configuring Dialer Component in ICM
34. Chapter 29 - Admin - Outbound dialer - Network VRU and Media Routing PG
35. Chapter 30 - Admin - Outbound dialer - Creating Skills Group and Dial Number
36. Chapter 31 - Admin - Outbound dialer - Ensure Time and ECC Variable Configured
37. Chapter 32 - Admin - Outbound Dialer - Ensure LoggerA outbound dialer is enable
38. Chapter 33 - Admin - Outbound Dialer - Dialer Component on PG
39. Chapter 34 - Admin - Outbound Dialer - Modify Local Static Route Files
40. Chapter 35 - Admin - Outbound Dialer - Verification of Outbound Component
41. Chapter 36 - Scripting - Call Type Contact Data and Scripting
42. Chapter 37 - Scripting - Categorizing Contacts
43. Chapter 38 - Scripting - Comment and Monitoring UCCE Scripts
44. Chapter 39 - Scripting - Routing Call Based on CLID and Dialed Number
45. Chapter 40 - Scripting - Routing calls to different scripts based on Call Type and Prefix Match
46. Chapter 41 - Scripting - Requalify Call Type - Routing calls to another script
47. Chapter 42 - Scripting - Distribute call load using Percentage Allocation
48. Chapter 43 - Scripting - Routing Calls using Skills Group using LAA Method
49. Chapter 44 - Scripting - Full Menu Driven Application
50. Chapter 45 - Configuring Redundant Finesse ServerChapter 46 - Configuring Finesse with Varieable, Phone Book, Reason Code and Team
51. Chapter 47 - Configuring Workflow in Cisco Finesse Server for Browser Popup