Packaged CCE Administration (PCCE)
This course is designed for anyone responsible for the day-to-day management and administration of a Cisco Packaged Contact Centre Enterprise environment.
| Duration | 1 day |
| Group Size | Up to 5 people per session |
| Prerequisite | The knowledge and skills that a learner should have before attending this course are as follows: Working knowledge of Unified Communications Manager and Voice Gateways would be really helpful. Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, switch) is helpful but not required Working knowledge of a Windows computer including a mouse and the simultaneous use of the Alt-Tab keys is required. A basic understanding of contact centre operations. |
| Course type | Administration |
| Training Room Requirements | Meeting Room Flipchart Projector PC per attendee with Internet Explorer ACD Setup Information and Call Flows |
| Remote Training Requirements | Sessions will be hosted using either Webex or Microsoft Teams sessions Attendees must have access to a PC/ Laptop that can access Webex or Microsoft Teams |
| Note | This course should take place after a cutover |
Course Content
After successfully completing this class, attendees will be able to perform the tasks associated with the adds, moves, changes and reporting within the contact centre, and in addition take a complex business case from concept through call flow to a working deployment.
Introducing UCCE
- Contact Centre Basics
- PCCE Components/architecture
- Agent Desktop Options
PCCE Administration
- Web Administration Access
- Working with Agents
- Working with Agent Attributes/skills
- Agent Desk Settings
- Introducing Precision Queues
- Working with Reason codes
- Working with Skill groups
- Agent Teams
- Understanding Bucket Intervals
- Working with Call types
- Working with Dialled Numbers
- Understanding Expanded Call Variables
- Introducing Network VRU Scripts
- Introducing System Information
- System Settings
- Agent Trace
- Log Collections
- Departments and Roles
Accessing PCCE Tools
- Accessing UCM
- Accessing ICM
- Accessing CVP
- Accessing Voice Gateways
PCCE Configuration and Scripting
- Script Editor Overview
- Scripting for CVP
Agent Support Consideration
- CTI Options
- ICM Agent Configuration
- UCM Agent Configuration
- ICM Agent Scripting
Scripting with MicroApps
- MicroApps
- ECC Variables
- Media Server
- Prompt Caching considerations
- ICM Configuration steps
- Building a Simple Script using MicroApps
Reporting Considerations
- Touch Points
- Reporting Objects
Precision Routing
- Overview
- Attributes
- Building a Precision Queue
- Using Dynamic Queues and Call types
RONA
- Understanding RONA
Basic VXML Functionality
- What is VXML
Reporting
- CUIC
- User access and report scheduling/email