Cisco Power Workshop

The knowledge and skills that a learner must have before attending this course are as follows:

• Familiarity with Call Center operations Microsoft Active Directory Microsoft Windows 2003 Microsoft SQL Server 2005.

The Cisco Unified Contact Center Enterprise Power Workshop (UCCE PW) is an instructor-led course presented by Fastlane to system engineers and customers who will be involved with installation and day-to-day interaction with the Cisco Unified Contact Center Enterprise v8.0 (CCE) product. This course comprises the content of the Administering Cisco Contact Center Enterprise (AUCCE), the Deploying Cisco Unified Contact Center Enterprise (DUCCE) course and the Deploying Cisco Unified Intelligence Center (DUIC) course. This course will give you an understanding of the Cisco Unified CCE v8.0 system, the Intelligent Contact Management (ICM) routing application, and Cisco Outbound Option. You will accomplish this by configuring the Cisco Unified CCE v8.0 software, use the ICM routing software to route calls from Cisco Unified IP IVR and from Cisco Unified Communications Manager.

Additionally, you will use various ICM utilities to aid you in locating configuration errors and you will configure the Cisco Outbound Option. Further this course will give you an understanding of the Cisco Unified CCE deployment capabilities, processes, fault tolerance, installation, and basic troubleshooting. You will accomplish this by installing the Cisco Unified CCE software and introducing Cisco Unified CCE troubleshooting tools. This course also provides in-depth information and hands-on labs of the Cisco Unified Intelligence Center reporting platform.

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

• Demonstrate an overall understanding of the Cisco Unified CCE v8.0 system, the Intelligent Contact Management (ICM) routing application, and its environment
• Configure a Cisco Unified CCE v8.0 system that routes from Cisco Unified IP IVR
• Describe ICM users and feature control sets, various ICM configuration utilities, ICM variables, and create routing options using an external SQL Database
• Understand administrative scripting, translation routing concepts, and how translation routing operates
• Configure a new Cisco Unified CCE v8.0 system that routes from Cisco Unified Communications Manager v8.0
• Understand the Cisco Outbound Option components and how to configure an outbound dialer, import rule, query rule, and a campaign
• Demonstrate an overall understanding of the Cisco Unified CCE system, processes, and its environment.
• Install and configure a Cisco Unified CCE system Create routing options using an external SQL database and an Application Gateway.
• Install and configure Cisco Outbound Option.
• Install and utilize Cisco Support Tools, Cisco Analysis Manager, and Cisco Unified Intelligence Center.
• Provide a comprehensive overview of the Cisco Unified Intelligence Center
• Demonstrate how to install, administer, and provide security for the CUIC solution.
• Describe reporting concepts and capabilities and features of CUIC reports.
• Provide a detailed description of how custom reports from normal data sources (Cisco Unified CCE and Cisco CVP) and new data sources can be created to meet specific customer requirements.

AUCCE Content:

• Cisco Unified Contact Center Enterprise v8.0 Product Overview
• Configuring Cisco Unified Contact Center Enterprise v8.0
• Extended Functions
• Administrative Scripts and Translation Routing
• Configuring a Second Peripheral
• Configuring Cisco Outbound Option

DUCCE Content:

• Cisco Unified Contact Center Enterprise Overview.
• Cisco Unified Contact Center Enterprise Component Architecture.
• Installing Cisco Unified Contact Center Enterprise.
• Database and Application Driven Routing Options.
• Installing Cisco Outbound Option.
• Reporting and Maintenance Tools.

DUIC Content:

• Cisco Unified Intelligence Center Overview
• Describe the major features of CUIC
• Describe the different types of presentation formats
• Explain how CUIC reports can be personalized to fit individual needs and roles
• Managing Cisco Unified Intelligence Center Components
• Describe how to use the CUIC Controller to perform administrative, maintenance, and provisioning functions
• Describe drawers from the Administration console