Module 1 Presenting Cisco Unified Contact Center Enterprise
- Define Cisco Unified Contact Center Enterprise
- List the benefits of using Cisco Unified CCE to include carrier class reliability, scalability, and normalized reporting across multiple ACD platforms using WebView or Cisco Unified Intelligence Center
- Describe the options of Cisco Unified CCE including Cisco Outbound Option, Cisco Interaction Manager, Customer
- Voice Portal, Agent Desktop options, CRM connectors, and Remote Silent Monitoring
- Describe the fundamental properties of PPDIOO
Module 2 Call Routing Options
- Describe carrier-based call routing in a multi-site contact center environment
- Describe the operation of a private contact center network
- Describe a basic carrier-based Cisco Unified CCE call flow using the Intelligent Contact Management software application
- Discuss the benefits of using Cisco Unified CCE for call-by-call routing in a multisite environment
Module 3 Components of Cisco Unified Contact Center Enterprise
- List the components of an ICM system and explain the role of each
- Discuss the ICM database architecture
- Define the most commonly used terms in the ICM application
Module 4 Intelligent Contact Management Routing Techniques
- Describe an ICM pre-route call flow
- Describe an ICM post-route call flow
Module 5 Configuring Cisco Unified Contact Center Enterprise
- Describe the basic architecture and deployment model of Cisco Unified CCE
- Describe the parent/child deployment model for Cisco Unified CCE
- Describe pre-route and post-route call flows for Cisco Unified CCE
Module 6 Integrating Cisco Unified Communications Manager
- Define and describe Cisco Unified Communications Manager
- Define various terms associated with Cisco Unified Communications Manager that are used in Cisco Unified CCE
- Describe how to configure basic Cisco Unified Communications Manager objects such as phones, user accounts, and route points
- Describe the application user account and its purpose in Cisco Unified CCE integration
Module 7 Integrating Cisco Unified IP IVR
- Define Cisco Unified IP IVR and its features
- Describe Cisco Unified IP IVR Script Editor and the basic properties of managing a script
- Describe the configuration requirements for integrating Cisco Unified IP IVR with Cisco Unified Communications Manager and the ICM software
- Describe the call control processes required to establish a call on Cisco Unified IP IVR from a post-route point of view
Module 8 Cisco Unified Customer Voice Portal
- Define and describe Cisco Unified CVP
- Describe the components of Cisco Unified CVP
- Describe a basic call flow to establish a call to Cisco Unified CVP
Module 9 Cisco Unified CCE Configurations
- List and define the various programs in the Administration and Data Server
- Describe the Configuration Manager and how to use it to create database objects
- Configure a network VRU
- Configure Agent Desk settings
- Configure a Call Manager PG and peripheral with an additional VRU peripheral
- Configure network trunk groups and trunk groups
- Configure services, skill groups, and agents
- Configure agent teams and supervisors
- Configure routes
- Configure device targets and labels
- Configure dialed numbers and call types
- Configure network VRU scripts
Module 10 Agent Desktop Options
- Provide an overview of Cisco CTI server
- Describe the CTI OS Toolkit and Software Development Kit
- Describe Cisco Agent Desktop
- Describe CRM connectors
Module 11 Using the Cisco Unified CCE Script Editor
- Describe Script Editor and its features
- Describe Script Editor nodes
- Describe how to validate a script
- Describe how to save and schedule a routing script
- Describe the Call Tracer utility
- Test a routing script
Module 12 Creating Feature Control Sets and Users
- Define and create a feature control set
- Add Cisco Unified CCE users with various levels of access
- Assign a feature control set to a Cisco Unified CCE user
- Demonstrate the permissions assigned to users
- Use Quick Edit
- Install and use Internet Script Editor
Module 13 Using Script Editor Utilities
- Understand how to use Script Explorer to locate and manage scripts
- Understand how to use Enabled Scripts to locate scripts based on call type
- Understand how to use call type associations to determine which call types are associated to a script
- Understand how to use Script Reference to determine which scripts contain certain targets
- Understand how to import and export scripts
- Understand how to delete database objects
- Understand the effect of renaming database objects
- Describe how to create and use default labels
Module 14 Creating and Using Cisco Unified CCE Variables
- Define an ICM variable
- Define peripheral variables and how to populate them
- Define Expanded Call Contexts and how to enable and populate them
- Define user variables and how to populate them
Module 15 Configuring Access to an External Database
- Describe the database that will be used in class
- Describe the DB Lookup script node
- Define the database and its location in Configuration Manager
- Modify your script to use information from the database
Module 16 Adding Multiple Skill Groups
- Understand how to use a CED node to branch logic based on a CED value
- Understand how to use Formula Editor to build expressions
- Modify a routing script to use the Route Select node to mimic the properties of an existing script with fewer nodes
Module 17 Cisco Unified Contact Center Enterprise Component Architecture
- Understanding Cisco Unified Contact Center Enterprise Processes
- Understanding Cisco Unified Contact Center Enterprise Fault Tolerance
Module 18 Installing Cisco Unified Contact Center Enterprise
- Introduction
- Integrating Cisco Unified Communications Manager
- Integrating Cisco Unified IP IVR
- Installing the Cisco Unified CCE Main Installer
- Installing the Central Controller
- Installing the Peripheral Gateway
- Agent Desktop Options
- Installing CTI Services
- Completing the Configuration
Module 19 Database and Application Driven Routing Options
- External Database Routing
- Application Gateway
Module 20 Installing Cisco Outbound Option
- Cisco Outbound Option Overview
- Cisco Outbound Option Installation
Module 21 Reporting and Maintenance Tools
- Cisco Support Tools
- Cisco Unified Analysis Manager
Module 22 Cisco Unified Intelligence Center Overview
- Cisco Unified Intelligence Center Overview
- Managing Cisco Unified Intelligence Center Components
- Cisco Unified Intelligence Center Deployment Considerations
- Cisco Unified Intelligence Center Security and License Types
Module 23 Cisco Unified Intelligence Center Installation, Administration, and Security
- Installing Cisco Unified Intelligence Center
- Cisco Unified Intelligence Center Administration
- Managing Users and Security in Cisco Unified Intelligence Center
Module 24 Running Cisco Unified Intelligence Center Reports
- Running Cisco Unified Intelligence Center Reports
- Modifying Cisco Unified Intelligence Center Stock Reports
Module 25 Cisco Unified Intelligence Center Custom Reporting
- Cisco Unified CCE Key Concepts
- Creating a New Cisco Unified Intelligence Center Report
- Call Detail Record Searches