Duration: 5 Days
In this course, you will gain an understanding of the Cisco Unified CCE v8.0 system, the Intelligent Contact Management (ICM) routing application, and Cisco Outbound Option. You will learn to configure the Cisco Unified CCE v8.0 software, use the ICM routing software to route calls from both Cisco Unified CVP as well as Cisco Unified IP IVR and from Cisco Unified Communications Manager.
What You Will Learn
- Cisco Unified CCE v8.0 system, the Intelligent Contact Management (ICM) routing application, and its environment
- Configure a Cisco Unified CCE v8.0 system that routes from Cisco Unified CVP and Cisco Unified IP IVR
- ICM users and feature control sets, various ICM configuration utilities, ICM variables, and create routing options using an external SQL Database
- Administrative scripting, translation routing concepts, and how translation routing operates
- Configure a new Cisco Unified CCE v8.0 system that routes from Cisco Unified Communications Manager v8.0
- Cisco Outbound Option components and how to configure an outbound dialer, import rule, query rule, and a campaign
- Basic reporting characteristics of Cisco Unified Intelligence Center
Audience
- Cisco Unified Communications system channel partners and resellers
- System engineers
- Customers who will be configuring and maintaining the Cisco Unified Contact Center Enterprise products
Prerequistes
- Familiarity with call center operations
- Familiarity with Microsoft Active Directory, Microsoft Windows 2003, and Microsoft SQL Server 2005
Course Outline
1. Cisco Unified Contact Center Enterprise v8.0 Product
- Cisco Unified Contact Center Enterprise v8.0
- Call Routing Options
- Carrier-Based Routing
- Private Network Routing
- Carrier-Based Routing with Cisco Unified CCE v8.0
- Benefits of Routing with Cisco Unified CCE v8.0
- Components of Cisco Unified Contact Center Enterprise v8.0
- ICM Components
- ICM Databases
- ICM Terms
- Intelligent Contact Management Routing Techniques
- ICM Pre-Route
- ICM Post-Route
2. Configuring Cisco Unified Contact Center Enterprise v8.0
- Introduction
- Cisco Unified CCE v8.0 Architecture
- Parent/Child Deployment Model
- Cisco Unified CCE v8.0 Call Flows
- Integrating Cisco Unified Communications Manager v8.0
- Defining Cisco Unified Communications Manager v8.0
- Configuring Cisco Unified Communications Manager v8.0
- Integrating Cisco Unified Communications Manager v8.0
- Integrating Cisco Unified Customer Voice Portal (CVP)
- Components of Cisco Unified CVP
- Cisco Unified CVP Call Flows
- Integrating Cisco Unified CVP into the UCCE solution
- Cisco Unified CCE v8.0 Configurations
- Administration and Data Server
- ICM Configuration
- Agent Desktop Options
- Cisco CTI
- CTI OS Toolkit
- Cisco Agent Desktop
- CRM Connectors
- Using the Cisco Unified CCE v8.0 Script Editor
- ICM Script Editor
- Working with ICM Script Editor
- Testing a Script
3. Extended Functions
- Creating Feature Control Sets and Users
- Feature Control Sets and Users
- User Permissions
- Internet Script Editor
- Using Script Editor Utilities
- Finding Objects and Their Associations
- Exporting and Importing Scripts
- Renaming and Deleting Objects
- Default Labels
- Creating and Using Cisco Unified CCE v8.0 Variables
- Define ICM Variables
- Peripheral Variables
- Expanded Call Variables
- User Variables
- Configuring Access to an External Database
- Class Database
- DB Lookup Script Node
- External Database Configuration
- Scripting for External Database Access
- Adding Multiple Skill Groups
- Using the CED Script Node
- Using the Formula Editor
- Using the Route Select Script Node
4. Administrative Scripts and Translation Routing
- Administrative Scripts
- Creating User Variables
- Creating an Administrative Script
- Translation Routing
- How Translation Routing Works
5. Configuring a Second Peripheral
- Integrating Cisco Unified IP IVR
- Cisco Unified IP IVR
- Cisco Unified IP IVR Script Editor
- Integrating Cisco Unified IP IVR
- Cisco Unified IP IVR Call Control Processes
- New Peripheral Basic Configuration
- Basic ICM Configuration
- Cisco Unified Communications Manager v8.0 Configuration
- ICM Scripting
- Creating Translation Routes for Cisco Unified Contact Center Enterprise v8.0
- Cisco Unified CCE v8.0 Translation Routing
- Translation Route Configuration Requirements
- Using the Translation Route Wizard
- Scripting for Translation Routing
- Enterprise Services and Skill Groups
- Defining Enterprise Services and Skill Groups
- Scripting for Enterprise Skill Groups
6. Configuring Cisco Outbound Option
- Cisco Outbound Option
- Outbound Campaign Call Processing
- Outbound Configuration Summary
- Cisco Outbound Option Configuration
- Basic Outbound Configuration
- Creating Dialer Ports
- Campaign Configuration
- ICM scripting for Outbound Dialing
7. Cisco Unified Intelligence Center (IC)
- Cisco Unified IC
- Benefits and Features
- Deployment Models
- Additional Features
- Cisco Unified IC Reporting
- Accessing Reporting Data
- Cisco Unified CCE Stock Reports
- Cisco Unified CVP Stock Reports
- Running Cisco Unified IC Reports
Course Labs
Lab 1: Configuring Cisco Unified Communications Manager
Lab 2: Configuring Cisco Unified CVP
Lab 3: ICM Configurations
Lab 4: Using Cisco Unified CCE Script Editor
Lab 5: Configuring Feature Control Sets and ICM Users and Using Internet Script Editor
Lab 6: Using Script Editor Utilities
Lab 7: Accessing an External SQL Server Database
Lab 8: Adding Multiple Skill Groups
Lab 9: Using Administrative Scripts
Lab 10: Configuring Cisco Unified IP IVR
Lab 11: Configuring a Second Peripheral
Lab 12: Configuring Translation Routes
Lab 13: Configuring and Scripting for Enterprise Skill Groups
Lab 14: Cisco Outbound Option Configuration
