Network Training - Course Details

ACUCCECVPEv10 Administering Cisco Unified Contact Center Enterprise for CVP Environments v1.0

Network Training Course Description:
Administering Cisco Unified Contact Center Enterprise for CVP Environments (ACCE-CVP) is an instructor-led course dedicated to system engineers and customers who will be involved with day-to-day interaction with the Cisco Unified Contact Center Enterprise v8.x (CCE) product deployed in a CVP environment. This course will give you an understanding of the Unified CCE v8.x from a “Day 2 -Add/Move/Change” perspective. We will accomplish this by performing basic and advanced UCCE administration and troubleshooting tasks that users will encounter in real world deployments. This course will also prepare students as a pre-requisite for the CVPI or DBUCCE-CVP courses, which both assume that the student is already familiar with the basic operation of Unified CCE (ICM). This is not always the case, and this course will serve as a stepping stone for further UCCE educational endeavors.
Network Training Course Duration:
5 DAYS
Network Training Course Target Audience:
Day 2 support personnel (Partners and Customers) who are responsible for the daily operation of the CCE environment deployed with CVP,Cisco Unified Communications system channel partners and resellers
Network Training Course Prerequisite:
Working knowledge of basic networking and components (router, switch, NIC),Working knowledge of Microsoft Windows Server 2003 deployed within an Active Directory environment
Course Content:
  • Lesson 1: Presenting Cisco Unified Contact Center Enterprise v8.0

    • Cisco Unified Contact Center Enterprise v8.0
    • Benefits of Cisco Unified Contact Center Enterprise v8.0
    • Cisco Unified Contact Center Enterprise v8.0 Options PPDIOO

  • Lesson 2: 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

  • Lesson 3: Components of Cisco Unified Contact Center Enterprise v8.0

    • ICM Components
    • ICM Databases
    • ICM Terms

  • Lesson 4: Cisco Unified Customer Voice Portal

    • Defining Cisco Unified CVP
    • Components of Cisco Unified CVP
    • Cisco Unified CVP Call Flows

  • Lesson 5: Examining Cisco Unified CVP Comprehensive

    • Cisco Unified CVP Comprehensive Call Flow Overview
    • Steps for Installing and Configuring Cisco Unified CVP Comprehensive

  • Lesson 6: Upgrading, Installing, and Configuring Cisco Unified CVP Software

    • Cisco Unified CVP 8.0 Installation Overview
    • Cisco Unified CVP System Management
    • Initial Cisco Unified CVP Call Server Setup and Configuration
    • Cisco Unified CVP Licensing
    • Cisco Unified CVP Upgrades

  • Lesson 7: Configuring Cisco IOS Gateways for Cisco Unified CVP (SIP and H.323)

    • Gateway Overview
    • Gateway Signaling Fundamentals
    • Configuring SIP
    • Configuring H.323
    • Configuring and monitoring Cisco IOS Gateways via the Ops Console

  • Lesson 8: Configuring Cisco Unified ICM Enterprise for Cisco Unified CVP

    • Overview of the Cisco Unified ICM Enterprise Configuration Tasks
    • Network VRU Types
    • Configuring Cisco Unified ICM Enterprise

  • Lesson 9: Creating and Using Cisco Unified CCE v8.0 Variables

    • Define ICM Variables
    • Peripheral Variables
    • Expanded Call Variables
    • User Variables

  • Lesson 10: Introducing Scripting

    • General Scripting Concepts
    • Cisco Unified CVP Script Editors
    • Describing ICM Script Editor
    • Working with ICM Script Editor
    • Testing a Script
    • Scripting Overview
    • Media Server Files
    • Finding Objects and Their Associations
    • Exporting and Importing Scripts
    • Renaming and Deleting Objects
    • Default Labels

  • Lesson 11: Implementing Cisco Unified ICM Enterprise Scripting Micro-applications

    • Play Media
    • Play Data
    • Get Digits
    • Menu
    • Get Speech
    • Capture

  • Lesson 12: Configuring Cisco Unified ICM Enterprise Scripting Using Micro-applications

    • Advanced Speech Scripting – Using ASR/TTS
    • Building a Cisco Unified CVP Script

  • Lesson 13: Integrating Cisco Unified Communications Manager v8.0

    • Defining Cisco Unified Communications Manager v8.0
    • Cisco Unified Communications Manager v8.0 Configuration
    • Integrating Cisco Unified Communications Manager v8.0

  • Lesson 14: Agent Desktop Options

    • Defining Cisco CTI
    • Defining CTI OS Toolkit
    • Defining Cisco Agent Desktop
    • Defining CRM Connectors

  • Lesson 15: Enabling Transfers and Reroute on No Answer

    • Cisco Unified CVP Transfers
    • Reroute on No Answer

  • Lesson 16: Adding Multiple Skill Groups

    • Using the CED Script Node
    • Using the Formula Editor
    • Using the Route Select Script Node

  • Lesson 17: Exploring VXML

    • What Is VXML?
    • Cisco Unified CVP VXML Solution
    • Lesson 2: Installing and Configuring VXML
    • Cisco Unified CVP VXML Server Configuration
    • Cisco Unified Call Studio Project Configuration
    • Project Deployment
    • Server Maintenance Tasks
    • Cisco Unified ICM Enterprise Scripting for External VXML

  • Lesson 18: Creating Feature Control Sets and Users

    • Feature Control Sets and Users
    • User Permissions
    • Internet Script Editor

  • Lesson 19: Understanding Administrative Scripts

    • Defining Administrative Scripts
    • Creating User Variables
    • Creating an Administrative Script

  • Lesson 20: Cisco Unified IC Overview

    • Cisco Unified IC Benefits and Features
    • Cisco Unified IC Deployment Models
    • Additional Features

  • Lesson 21: Cisco Unified IC Reporting

    • Accessing Reporting Data
    • Cisco Unified CCE Stock Reports
    • Cisco Unified CVP Stock Reports
    • Running Cisco Unified IC Reports

  • Lab Outline

    • Lab 1-1: Checking Out the Dial Plan
    • Lab 1-2: Exploring Your Voice Gateway (Router)
    • Lab 1-3: Exploring ICM and CVP Servers
    • Lab 2-1A: Installing and Configuring Cisco Unified CVP
    • Lab 2-1B Installing an Administrative Client (CAW) and VRU PG
    • Lab 2-2: Configuring Cisco IOS Software for Cisco Unified CVP
    • Lab 2-3: Configuring Cisco Unified ICM Enterprise Components for Cisco Unified CVP
    • Lab 2-4: Preparing a Simple Script
    • Lab 2-5: Using Tools to Observe your Script
    • Lab 3-1: Creating Cisco Unified ICM Enterprise Scripting for Cisco Unified CVP
    • Lab 3-2: Configuring Calls Using SIP with Proxy
    • Lab 3-3: Configuring Direct Calls into Cisco Unified CVP
    • Lab 3-4: Configuring Subsequent Transfers via Cisco Unified ICM Enterprise DN Plan
    • Lab 4-1: Installing Cisco Unified Call Studio
    • Lab 4-2: Creating and Deploying a Cisco Unified Call Studio Project
    • Lab 4-3: Integrating VXML Applications with Cisco Unified ICM Enterprise
    • Lab 4-4: Implementing Administrative Scripts
    • Lab 4-5: Implementing ASR/TTS (Optional)
    • Lab 5-1: Backing Up the Reporting Server
    • Lab 6-1: Troubleshooting Cisco Unified CVP