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Cisco UCCE 8.0 Administration

This course is designed for staff who need to understand and administer the UCCE.

Duration 3 days
Group Size Up to 10 people per session
Prerequisite This is a technical course and therefore attendees must have attended the Cisco Unified Call Manager Administration Course.
Course type Administration
Training Room Requirements Meeting Room
Flipchart
Projector
PC per attendee with RDP/Web Access to the UCCE Server
Web access to Cisco Call Manager
PC loaded with supervisor and agent desktop software
Logins and Passwords
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

Upon successful completion, delegates will understand the following:

UCCE 8.0 Overview

  • Benefits
  • Options
  • PPDIOO
  • 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 Centre Enterprise v8.0
  • ICM Components
  • ICM Databases
  • ICM Terms
  • Intelligent Contact Management Routing Techniques
  • ICM Pre-Route
  • ICM Post-Route

Configuring UCCE 8.0

  • 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 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
  • 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 Centre 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

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

Administrative Scripts and Translation Routing

  • Administrative Scripts
  • Creating User Variables
  • Creating an Administrative Script
  • Translation Routing
  • How Translation Routing Works

Configuring Cisco Outbound Option

  • Cisco Outbound Option
  • Outbound Campaign Call Processing
  • Outbound Configuration Summary
  • Cisco Outbound Option Configuration
  • Basic Outbound Configuration
  • Creating Dialler Ports
  • Campaign Configuration
  • ICM scripting for Outbound Dialling

Precision Routing

  • Configuring Precision Routing
  • Reporting on Precision Queues
  • Troubleshooting Precision Queues

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