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