Cisco® Administering Cisco® Unified Contact Center Enterprise, Part 2 v10.0 (AUCCE2)



This 5-day course is for system engineers and customers who provide “Day 2” support of a UCCE solution deployed in a CVP environment, and give the learner an understanding of the requirements, resources and tools required to perform adds, moves and changes in the inbound/outbound UCCE environment.

Audience Profile

This course is intended for those performing advanced administration of the solution, or who may be responsible for Level 2-3 support of the solution. The AUCCE1 course or equivalent prior experience is a prerequisite for attending this course. The primary audience for this course is as follows:

  • Cisco Unified Communications system channel partners and resellers
  • Day 2 support personnel responsible for advanced administration and support of the UCCE environment

Prerequisite(s) Recommended

Attendees should meet the following prerequisites:

  • Attendance of AUCCE Part 1 or equivalent real-world experience is a requirement to attend this course
  • Working knowledge of Unified Communications Manager and Voice Gateways would be very helpful

Learning Objectives

Upon completing this course, the learner will be able to meet these overall objectives:

  • Identify the basic components and operations of the Unified CCE solution
  • Configure and script a basic UCCE CVP deployment
  • Implement business rules as they apply to scripting and routing in Unified CM
  • Install a basic CCE VXML Solution Install, configure and run a CCE Outbound Option Campaign
  • Describe how to support CCE

Course Outline

Course Outline

Module 1: Course Introduction
• Overview
• Learner Prerequisite Skills and Knowledge
• Course Goal and Objectives
• Course Flow
• Additional References
• Your Training Curriculum
Lab: Setting Up Your VPN and SIP Phone
Lab: Configuring Cisco Unified Communications Manager
Lab: Explore Your Voice Gateway (Ingress/VXML)

Module 2: Cisco Unified Contact Center Enterprise v10 Foundations
• Introducing UCCE
• Unified CCE Architecture and Components
• UCCE Terms, Routing and Additional Components
• Accessing UCCE Tools
Lab: Explore CVP and ICM Servers
Lab: Tools and Utilities for Administering ICM Dialed Numbers and Call Types
Lab: Configure ICM for Basic Agent and Skill Group Functionality
Lab: Install CTIOS Agent Desktop

Module 3: CCE Configuration and Scripting Review
• Configuration Manager and Script Editor Review
• CTI Review
• Agent Skill Review
• Microapps and Media File Review
• Precision Routing Review
• Transfers and RONA Review
• Mobile Agents
Lab: Testing Basic Skill Group Functionality in an ICM Script
Lab: Media Files and Variables in ICM Scripting
Lab: Basic IVR Scripting with MircoApps
Lab: Configure CCE for Monitoring and Reporting

Module 4: Implementing Business Rules
• Advanced Scripting and Routing
• ICM Scripting Variables, Expressions, Formulas and Functions
• Creating an Administrative Script for Time of Day Routing
• Creating Feature Control Sets and Users
• Silent Monitoring and Recording
Lab: Configuring Precision Routing
Lab: Configuring Ring No Answer (RONA)
Lab: CTI Route Point Initiated Calls
Lab: Configure Agent Transfers via Unified CCE DN Plan

Module 5: CCE VXML Solution
• Basic VXML Functionality
• Installing and Configuring VXML Solution
• Basic VXML SQL Database Lookup
• Exploring Courtesy Callback
• Agent Greeting
Lab: Implement Administrative Scripts
Lab: Feature Control Sets and Users
Lab: VXML Server Configuration and Call Studio Installation
Lab: Create and Deploy a Cisco Unified Call Studio Project

Module 6: UCCE Outbound Option
• Outbound Option
• Configuring Outbound Option for Agent and IVR Campaigns
Lab: Integrate VXML Applications with an ICM Script
Lab: SQL DB Lookup Functionality for VXML
Lab: Implement Cisco Courtesy Callback
Lab: Agent Greeting

Module 7: CCE Support Considerations
• Supporting UCCE
• Diagnostic Framework Suite
• UCCE Support
• Tracking an Agent Call Through the Database
Lab: Configure Outbound Agent Campaign SCCP Dialer
Lab: Using Troubleshooting Tools
Lab: Track Call Through RCD/TCD Records
Lab: Instructor Break/Fix Lab

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Instructions Method

Instructor Led