Course Outline

Cisco Webex Calling Administration Professional - Advanced Training

Day 1 Outline

  • Chapter 1.1 - Architecture of WebEx Calling
  • Chapter 1.2 - Overview of WebEx Dial Plan Part
  • Chapter 2.0 - WebEx PSTN Overview
  • Chapter 3.0 - WebEx User and Feature Provisioning
  • Chapter 4.0 - WebEx Phone Deployment
  • Chapter 5.0 - Enabling WebEx Calling User with settings
  • Chapter 6.0 - Configuring Device for Cisco WebEx Users
  • Chapter 7.0 - adding Multiple Devices using Bulk Activation Code
  • Chapter 8.0 - Creating Queue with Agent in WebEx Calling
  • Chapter 9.0 - Call park extension and Call Park Group in WebEx Calling
  • Chapter 10.0 - Creating Auto Attendant, Hunt group and Voicemail Group for WebEx Calling User

Day 2 Outline

  • Chapter 11.0 - Configure Webex Calling for Room Devices
  • Chapter 12.0 - Call Recording Using Dubber Go
  • Chapter 13.0 - Webex App for Calling
  • Chapter 14.0 - Overview of Dial Plan, Gateways and Trunk Part
  • Chapter 15.0 - Deploying vCUBE on Amazon AWS
  • Chapter 16.0 - Detailed WebEx Patterns and pattern matching
  • Chapter 17.0 - Detailed WebEx Call Routing Overview

Day 3 Outline

  • Chapter 9.0 - Cisco WebEx Local Gateway Overview
  • Chapter 10.0 - Cisco WebEx Local Gateway Outbound Proxy
  • Chapter 11.0 - Cisco WebEx Local Gateway Single Dial Peer
  • Chapter 12.0 - Cisco WebEx Local Gateway Caller ID handling
  • Chapter 13.0 - Cisco WebEx Local Gateway Troubleshooting
  • Chapter 15.0 - Deploying Cisco CUBE HA with Redundancy Group

Day 4 Outline

  • Chapter 16.0 - Deploying Local Gateway and vCube to register with WebEx Calling SBC
  • Chapter 17.0 - Configuring SIP Profile for Cisco WebEx Calling
  • Chapter 18.0 - Configuring Call routing to make outbound PSTN calls using Webex calling
  • Chapter 19.0 - Initual Setup for WebEx Calling PSTN and Main Number
  • Chapter 26.0 - Configuring WebEx Calling Internal Dial Plan in multiple location
  • Chapter 27.0 - Cisco CUBE and Advanced Dial Plan for Webex Calling

Day 5 Outline

  • Chapter 28 - Webex Calling for Chrome
  • Chapter 29 - Overview of Webex Integration for Microsoft Teams with UCM Calling
  • Chapter 30 - Overview Webex Integration for Salesforce with Webex Calling
  • Chapter 31 - Cisco Calling and Meeting Integration with Microsoft Teams and Slack v1
  • Chapter 32 - Security Overview - Cisco Webex Control Hub Policies
  • Chapter 33 - Security Overview - Data Loss Prevention (DLP) Cisco Cloudlock Integration with Cisco Webex
  • Chapter 34 - Security Overview - Cisco Webex Teams eDiscovery
  • Chapter 35 - Security Overview - Install Cisco HDS Configuration Utility and Enable HDS
  • Chapter 36 - Deploy Cisco Webex HDS

Course Outline:

Topic: Google Dialogflow

  • Introduction to Dialogflow
    • Overview of Dialogflow and its capabilities
    • Understanding the role of AI in Dialogflow
    • Use cases and applications of virtual agents
  • Setting Up the Environment
    • Creating a Google Cloud account
    • Setting up a Dialogflow project
    • Overview of the Dialogflow console
  • Basic Concepts
    • Understanding Intents, Entities, and Contexts
    • Designing conversational flows
    • Training phrases and responses
  • Building a Basic Agent
    • Creating your first agent
    • Designing simple conversations
    • Testing the agent in the Dialogflow simulator
  • Managing Dialogflow Agents in WxCC
    • Deploying a Virtual Agent in WxCC
    • Integrating the Virtual Agent into the Flow
  • Advanced Dialogflow Features
    • Utilizing contexts for maintaining conversation state  
    • Working with entities for dynamic user input
    • Implementing fulfillment using webhooks  
    • Integrating with external APIs

Discovery 1: Verify the Google CCAI Integration

Discovery 2: Building a Basic Agent

  • Task 1: Logging into DialogFlow 
  • Task 2: Create a new Agent
  • Task 3: Create Intents  
  • Task 4: Create Entities

Discovery 3: Integrate with Webex Contact Center

  • Task 1: Create a new Virtual Agent in WxCC
  • Task 2: Map the Virtual agent to a DialogFlow zip  
  • Task 3: Complete the Dialog Integration

Discovery 4: Advanced functionality

  • Task 1: Using Contexts
  • Task 2: Integrating with an External Database  
  • Task 3: Using the returned data in DialogFlow 
  • Task 4: Webhooks

Discovery 5: Monitoring and Analytics

  • Task 1: Monitoring from Google  
  • Task 2: Monitoring from WxCC

Topic: Webex CC API's

  • Introduction to Webex Contact Center API's
    • Documentation
    • Try it
  • Authentication
    • Apps
    • Test Token
  • Exploring the API's
  • Building a Python script
  • Understanding GraphQL

Discovery 1: Explore the Documentation

Discovery 2: Using Postman

Discovery 3: Create a Python Script using AI

  • Task 1: Use ChatGPT or CoPilot to build a Python Script to Authenticate to Webex Contact Center
  • Task 2: Get a list of Agents
  • Task 3: Add a Queue thru the API
  • Task 4: Get Performance metrics thru the API

Discovery 4: Track a call thru the API

  • Task 1: Create a Python Script to Queury the 4 Historical Databases
  • Task 2: Track a call thru the 4 databases and extract call details

Topic: Advanced Flows

  • Business Rules
  • Querying an external Database  
    • Using APIs for DB query  
    • http to jdbc
  • Pebblebed Expressions  
  • Advanced Activities

Discovery 1: Business Rules

Discovery 2: Query a Database and Parse

Discovery 3: The Recording Activity

Discovery 4: Using Pebble Templates

Discovery 5: Queue to Agent

Discovery 6: Advanced Queue Information

Discovery 7: Escalate Call Distribution

Topic: Customizing the Agent and Supervisor Interface

  • The Desktop Layout  
  • JSON file structure
  • Adding elements to the interface  
  • Enabling Features

Discovery 1: Explore the Defaut Desktop Layout

Discovery 2: Customizing the Agent and Supervisor Layouts

  • Task 1: Download the json file
  • Task 2: Modify the Icon and Header  
  • Task 3: Add a custom Widget
  • Task 4: Enabling Chat between Supervisor and Agent

Topic: Webex Connect Flow Designer

  • Flow Designer Overview
    • Digital Channels review
    • Beyond the Default Flows
    • Branching Logic
    • Using Variables

Discovery 1: Building a Flow

Discovery 2: Business Hours for Digital Channels

Discovery 3: Customizing the Chat Flow

Topic: Digital Channels Bot Builder

  • Digital Channels Overview
    • Digital Channels review
    • Introducing the Bot Builder  
    • Building a Bot
    • Advanced Bot features

Discovery 1: The Bot Builder interface

Discovery 2: Configuring your first Bot

Discovery 3: Building logic into your Bot

Topic: Analyzer Deep Dive

  • Introduction to Webex Contact Center Analyzer
    • Overview and purpose of Contact Center Analyzer
    • Key features and benefits
    • Typical use cases and business applications
  • Getting Started with Contact Center Analyzer
    • Accessing and navigating the Analyzer interface
    • Understanding the dashboard and reporting tools
    • Basic configuration and setup
  • Deep Dive into Reporting Features
    • Overview of available reports
    • Customizing reports for specific needs
    • Understanding data sources and integration points
  • Advanced Data Analysis and Visualization
    • Leveraging advanced filtering and data segmentation  
    • Visualizing data with charts and graphs
    • Best practices for data interpretation

Discovery 1: Login to Customer Journey Analyzer and Review the Default Dashboard Reports

Discovery 2: Customer Journey Analyzer User Interface

Discovery 3: Access Control

Discovery 4: Execute Stock Reports

Discovery 5: Create a Custom Report using a Stock Report

Discovery 6: Create Realtime Contact Report

Discovery 7: Create Realtime Agent Report

Discovery 8: Create Chat Reports with Interval

Discovery 9: Using Formula and Filters

Discovery 10: Enhanced Field Compound Visualization and Drill-down

Course Objectives:

Webex Contact Center Advanced course is designed to provide an in-depth understanding and hands-on expertise in the advanced functionalities of Webex Contact Center. This comprehensive course is tailored for professionals seeking to elevate their skills in the complex aspects of managing and optimizing a contact center environment. The students should gain proficiency in the following: 

  • Understand the Integration of Google Dialogflow with Webex Contact Center: Learn how to integrate and utilize Google Dialogflow for enhanced customer interaction and automated responses in the Webex Contact Center.
  • Mastering Webex CC APIs: Gain in-depth knowledge about Webex CC APIs for customizing and enhancing the functionality of the Webex Contact Center.
  • Develop Skills in Advanced Voice Flow Design: Acquire the ability to design and implement complex call flows that cater to various customer interaction scenarios in the Webex Contact Center.
  • Customize Agent and Supervisor Interfaces: Learn techniques for customizing and optimizing the interfaces used by agents and supervisors in the Webex Contact Center for improved efficiency and usability.
  • Expertise in Webex Connect Flow Designer: Develop proficiency in using the Webex Connect Flow Designer to create and manage customer interaction flows.
  • Enhance Customer Experience through Advanced Routing Techniques: Understand and apply advanced routing techniques to direct customer interactions to the most appropriate agents or resources.
  • Implementing Effective Reporting and Analytics: Learn how to implement and utilize reporting and analytics features in Webex Contact Center for performance tracking and decision-making.

Course Outline:

Topic: Google Dialogflow

  • Introduction to Dialogflow
    • Overview of Dialogflow and its capabilities
    • Understanding the role of AI in Dialogflow
    • Use cases and applications of virtual agents
  • Setting Up the Environment
    • Creating a Google Cloud account
    • Setting up a Dialogflow project
    • Overview of the Dialogflow console
  • Basic Concepts
    • Understanding Intents, Entities, and Contexts
    • Designing conversational flows
    • Training phrases and responses
  • Building a Basic Agent
    • Creating your first agent
    • Designing simple conversations
    • Testing the agent in the Dialogflow simulator
  • Managing Dialogflow Agents in WxCC
    • Deploying a Virtual Agent in WxCC
    • Integrating the Virtual Agent into the Flow
  • Advanced Dialogflow Features
    • Utilizing contexts for maintaining conversation state  
    • Working with entities for dynamic user input
    • Implementing fulfillment using webhooks  
    • Integrating with external APIs

Discovery 1: Verify the Google CCAI Integration

Discovery 2: Building a Basic Agent

  • Task 1: Logging into DialogFlow 
  • Task 2: Create a new Agent
  • Task 3: Create Intents  
  • Task 4: Create Entities

Discovery 3: Integrate with Webex Contact Center

  • Task 1: Create a new Virtual Agent in WxCC
  • Task 2: Map the Virtual agent to a DialogFlow zip  
  • Task 3: Complete the Dialog Integration

Discovery 4: Advanced functionality

  • Task 1: Using Contexts
  • Task 2: Integrating with an External Database  
  • Task 3: Using the returned data in DialogFlow 
  • Task 4: Webhooks

Discovery 5: Monitoring and Analytics

  • Task 1: Monitoring from Google  
  • Task 2: Monitoring from WxCC

Topic: Webex CC API's

  • Introduction to Webex Contact Center API's
    • Documentation
    • Try it
  • Authentication
    • Apps
    • Test Token
  • Exploring the API's
  • Building a Python script
  • Understanding GraphQL

Discovery 1: Explore the Documentation

Discovery 2: Using Postman

Discovery 3: Create a Python Script using AI

  • Task 1: Use ChatGPT or CoPilot to build a Python Script to Authenticate to Webex Contact Center
  • Task 2: Get a list of Agents
  • Task 3: Add a Queue thru the API
  • Task 4: Get Performance metrics thru the API

Discovery 4: Track a call thru the API

  • Task 1: Create a Python Script to Queury the 4 Historical Databases
  • Task 2: Track a call thru the 4 databases and extract call details

Topic: Advanced Flows

  • Business Rules
  • Querying an external Database  
    • Using APIs for DB query  
    • http to jdbc
  • Pebblebed Expressions  
  • Advanced Activities

Discovery 1: Business Rules

Discovery 2: Query a Database and Parse

Discovery 3: The Recording Activity

Discovery 4: Using Pebble Templates

Discovery 5: Queue to Agent

Discovery 6: Advanced Queue Information

Discovery 7: Escalate Call Distribution

Topic: Customizing the Agent and Supervisor Interface

  • The Desktop Layout  
  • JSON file structure
  • Adding elements to the interface  
  • Enabling Features

Discovery 1: Explore the Defaut Desktop Layout

Discovery 2: Customizing the Agent and Supervisor Layouts

  • Task 1: Download the json file
  • Task 2: Modify the Icon and Header  
  • Task 3: Add a custom Widget
  • Task 4: Enabling Chat between Supervisor and Agent

Topic: Webex Connect Flow Designer

  • Flow Designer Overview
    • Digital Channels review
    • Beyond the Default Flows
    • Branching Logic
    • Using Variables

Discovery 1: Building a Flow

Discovery 2: Business Hours for Digital Channels

Discovery 3: Customizing the Chat Flow

Topic: Digital Channels Bot Builder

  • Digital Channels Overview
    • Digital Channels review
    • Introducing the Bot Builder  
    • Building a Bot
    • Advanced Bot features

Discovery 1: The Bot Builder interface

Discovery 2: Configuring your first Bot

Discovery 3: Building logic into your Bot

Topic: Analyzer Deep Dive

  • Introduction to Webex Contact Center Analyzer
    • Overview and purpose of Contact Center Analyzer
    • Key features and benefits
    • Typical use cases and business applications
  • Getting Started with Contact Center Analyzer
    • Accessing and navigating the Analyzer interface
    • Understanding the dashboard and reporting tools
    • Basic configuration and setup
  • Deep Dive into Reporting Features
    • Overview of available reports
    • Customizing reports for specific needs
    • Understanding data sources and integration points
  • Advanced Data Analysis and Visualization
    • Leveraging advanced filtering and data segmentation  
    • Visualizing data with charts and graphs
    • Best practices for data interpretation

Discovery 1: Login to Customer Journey Analyzer and Review the Default Dashboard Reports

Discovery 2: Customer Journey Analyzer User Interface

Discovery 3: Access Control

Discovery 4: Execute Stock Reports

Discovery 5: Create a Custom Report using a Stock Report

Discovery 6: Create Realtime Contact Report

Discovery 7: Create Realtime Agent Report

Discovery 8: Create Chat Reports with Interval

Discovery 9: Using Formula and Filters

Discovery 10: Enhanced Field Compound Visualization and Drill-down