Cisco UCCE 12.5 Administration & Troubleshooting Training

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Cisco UCCE 12.5 Administration & Troubleshooting Training

UCCE-AA - Cisco Unified Contact Center Enterprise Advanced Administration v11.5 is a 5-day instructor-led course that prepares learners to implement more advanced functions and options in the Cisco Unified CCE environment. This course will provide the student a more comprehensive look at complex topics such as advanced routing techniques, Cisco Finesse Administration, using VoiceXML applications, accessing an external database, and translation routing
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    • Course Fee:          $3,995 USD 
    • Course Length:       5 Days - Lang: English
    • Course Duration:    9:30 AM to 5:30 PM
    • Delivery Method:    Instructor-led Classroom or Virtual Class
    • Cisco Learning Credit - Not Accepted
  • What is Included
    • 5 Days Instructor-led Training
    • Attend In Classroom or Remote
    • Study kits included
    • 200 Hours of Free Lab Access
    • Free retake the class upto  2 years
  • Course Outline

    Lesson 1: Presenting Cisco Unified Contact Center Enterprise

    • Cisco Unified CCE Solutions
    • New/Deprecated Features and Enhancements
    • Cisco Unified CCE Reference Designs
    • 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
    • Compatibility

    Lesson 2: Cisco Unified CCE Core Components

    Cisco Unified Communications Manager

    • Cisco Unified CM Cluster Nodes
    • Cisco Unified CM Database Architecture
    • Intracluster Communications
    • Call Processing Subscriber Redundancy
    • CTI Manager Service
    • Partitions and Calling Search Spaces
    • Basic Call Handling
    • Agent Phones

    Cisco Unified CCE/ICM

    • Definitions
    • Traditional ICM
    • Traditional ICM Deployment Models
    • ICM Components
    • ICM Databases
    • ICM Terms

    Cisco Unified CVP

    • Cisco Unified CVP Product Components
    • Additional Components
    • Cisco Unified CVP Functional Deployment Models

    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. Implementing Business Rules

    Lesson 1: Advanced Scripting and Routing

    • Importing and Exporting ICM Scripts
    • Script Explorer
    • Script Locks
    • Select Customer
    • Find Node ID
    • Script Real-time
    • Script Queue Real-Time
    • Reporting
    • Area Code Routing
    • Route Select Node
    • Congestion Control
    • Supervisor/Emergency Assistance Scripting

    Lesson 2: ICM Scripting Variables, Expressions, Formulas, and Functions

    • Review ICM Variables
    • Formula Editor
    • Built-In Functions
    • Custom Functions

    Lesson 3: Silent Monitoring and Recording

    • Network-Based Recording
    • Phone-Based Recording

    Lesson 4: Advanced CVP Configurations

    • Configuring CVP Components
    • CVP Outbound Messaging
    • Uploading Scripts and Media

    Module 3. Using Finesse Administration

    Lesson 1: Finesse Overview

    • Define Finesse
    • Finesse Architecture
    • Finesse Gadgets

    Lesson 2: Finesse Administration

    • The Administration Interface
    • Agent Request APIs
    • Settings
    • Call Variables Layouts
    • Desktop Layout
    • Phone Books
    • Reasons
    • Team Resources
    • Workflows

    Lesson 3: Finesse IP Phone Agent

    • Define IP Phone Agent
    • Configuring IP Phone Agent

    Module 4. Using CVP VoiceXML Applications

    Lesson 1: Basic VoiceXML Functionality

    • Describe VoiceXML Applications
    • Configuring for VoiceXML

    Lesson 2: Using Call Studio

    • Describe the Call Studio Environment
    • Describe Elements and How to Configure Them
    • Using Tag Substitution
    • Starting a New Project
    • Importing an Existing Project
    • Validating and Saving a Project
    • Deploying a Project as an Application
    • Admin and Project Batch Files

    Lesson 3: ICM Scripting for VoiceXML Applications

    • Invoking a VoiceXML Application
    • ECC Variable Settings for VoiceXML Applications
    • Passing Information To/From a VoiceXML Application

    Lesson 4: Accessing an External Database

    • Overview of Database Access
    • Adding a JDBC Driver
    • Configuring the JNDI Context Information
    • Using the Database Element in Call Studio
    • Returning the Information to ICM

    Module 5. Translation Routing

    Lesson 1: Traditional Translation Routing

    • Translation Routing Concepts
    • Translation Routing Requirements
    • Translation Routing Call Flow

    Lesson 2: Translation Routing to CVP

    • Translation Routing Requirements
    • Translation Routing Call Flow
    • Translation Routing Configurations

    Module 6. Configuring Cisco Unified CCE Options

    Lesson 1: Cisco Outbound Option

    • Define Outbound Option
    • Outbound Components
    • Configuring an Agent-Based Campaign
    • Configuring an IVR-Based Campaign

    Lesson 2: Courtesy Callback

    • Define Courtesy Callback
    • Components of Courtesy Callback
    • Call Flow
    • Courtesy Callback Configurations
    • ICM Scripting for Courtesy Callback

    Lesson 3: Agent Greeting/Whisper Announcements

    • Define Agent Greeting and Whisper Announcements
    • Creating Agent Greetings
    • Creating Whisper Announcements
    • Invoking Agent Greeting/Whisper Announcements

    Lesson 4: Mobile Agent

    • Describe Mobile Agent
    • Mobile Agent Call Modes
    • Mobile Agent Requirements
    • Mobile Agent Configurations

    Module 7. CUIC Reporting for the Advanced User

    Lesson 1: CUIC Overview

    • Review CUIC basics

    Lesson 2: CUIC Administration

    • User Management
    • Device Management
    • Control Center
    • Report Scheduler Email Settings
    • CCE User Integration

    Lesson 3: Importing and Using CVP Reports

    • Find and Import CVP Stock Reports
    • Run CVP Stock Reports
    • Setting Up Gateway and Trunk Group Reporting

    Lesson 4: Custom Reporting

    • Custom Reporting Requirements and Key Concepts
    • Using Value Lists and Collections
    • Understanding Report Definitions
    • Creating a Report Definition
    • Creating a New Report
    • Call Detail Reporting
  • Course Outline
    • Lab 3-1: Configuring Cisco Unified Communications Manager
    • Lab 4-1: Install the ICM Main Installer
    • Lab 4-2: Install the ICM Central Controller and Administration & Data Server
    • Lab 4-3: Configure and Install a Generic PG and CTI Server for Cisco Unified CVP and Cisco Unified CM
    • Lab 4-4: Integrate and Test Cisco Finesse
    • Lab 5-1: Install, Configure and License Cisco Unified CVP
    • Lab 5-2: Configure Voice Browsers for Cisco Unified CVP
    • Lab 5-3: Cisco Unified CVP Proof of Concept
    • Lab 6-1: Configure an Agent-based Outbound Campaign
    • Lab 6-2: Configure a Transfer to IVR-based Outbound Campaign
    • Lab 6-3 License and Configure Cisco Unified Intelligence Center
    • Lab 7-1: Using Troubleshooting Tools
  • Course Demo
    • Understand CCE solutions, architecture, solution options, deployment models, integrated features, and call flow options.
    • Understand underlying Cisco Unified CCE processes, messaging, and fault tolerance schemes.
    • Install, upgrade, and make basic configurations in Cisco Unified Communications Manager.
    • Install, create databases, integrate, and upgrade all ICM components to include the ICM Router, Logger, Administration & Data Server, Peripheral Gateways, CTI Gateway and Cisco Finesse.
    • Install, integrate, configure, and upgrade Cisco Unified CVP components to include the CVP Call Server, Voice XML Server, Media Server, Reporting Server, and Cisco VVB.
    • Install, upgrade, and make configurations for Cisco Unified Intelligence Center and Cisco Outbound Option Agent- and IVR-based campaigns.

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  • The knowledge and skills that students are expected to have before attending this course are:

    Basic computer literacy

    Basic PC operating system navigation skills

    Basic internet usage skills

    Basic IP address knowledge

    There are no formal prerequisites for CCNA certification, but you should have an understanding of the exam topics before taking the exam.

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