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UCCE with CVP 8.0 (5 Days)

This five-day hands-on course combines the Unified Contact Center Enterprise (UCCE), Intelligent Contact Manager (ICM 8.0) and CVPI courses.

This course is for those responsible for the Operation, Administration, Maintenance, and Provisioning (OAMandP) of the UCCE environment in a CVP deployment.

This class is extremely interactive and concludes with making a comprehensive solution work, including troubleshooting.

Topics

  • The course starts with an overview of the components and processes in a typical UCCE network
  • The remainder of the week is hands-on implementing, configuring, scripting and troubleshooting a UCCE environment
  • Differing deployment models are discussed and critiqued
  • Integration with legacy ACD environment
  • Ingress VXML Gateway configuration (H.323 and SIP)
  • CVP component configuration using Ops Console of Call Server, VXML Server, Communications Manager Configuration
  • ICM configuration and scripting using MicroApps and External VXML

Target Audience:
This course is designed for Contact Center personnel responsible for:

  • Designing and implementing the ICM configuration
  • Designing, implementing and monitoring ICM scripts using MicroApps
  • Designing, implementing and monitoring basic VXML applications
  • Generating ICM reports
  • Implementing, configuring, and troubleshooting the UCCE and CVP environment
  • Using ICM in a Legacy environment with a mixture of Unified Communications
  • Migration from a Legacy environment to Unified Communications

Prerequisites:

  • Working knowledge of MS Windows in an Active Directory environment
  • Working knowledge of TCP/IP networking
  • Working knowledge of Cisco Contact Manager/Communications Manager and associated Voice Gateway functionality
  • Familiarity with basic contact center operations (PBX, ACD, network and IVR implementation)

Course Objectives:

  • Define the main components of a UCCE solution, their basic purpose and the protocols used for communication between each component
  • Diagram the Private/Visible networks used in a UCCE environment
  • Define the main components of an ICM system and their inter process communications between ICM components using NICs Routers, Loggers, Peripheral Gateways, Administrative Workstations, HDS, Web View
  • Explain the differences and use of Pre-Route, Post-Route and Translation Route call flows
  • Identify how call routing in a UCCE environment differs from a Legacy ICM environment
  • Add and configure ICM PGs and CTI components used in a UCCE environment
  • Configure CallManager/Communications Manager to support a UCCE environment including CTI Route Points, JTAPI users
  • Configure Unified CVP to support a UCCE environment including gateways, MicroApp and basic VXML Scripting
  • Configure ICM to support a UCCE environment (including Agents, Skill Groups, Service, Call Variables, ECC Variables and External Database Routing) using the Configure ICM utility
  • Create and monitor call routing scripts using the ICM Script Editor utility
  • Create and monitor administrative scripts using the ICM Script Editor Utility
  • Troubleshoot, debug and diagnose scripts and configuration using various applications found in the ICM Admin Workstation Program Group
  • Generate real time and historical ICM reports using standard templates from the Web view utility
  • Comprehend the fundamental differences between CTI Desktop solutions - CTI/OS vs. CAD
  • Identify several key tables in the ICM database and their importance in troubleshooting or tracking calls
  • Utilize several command line utilities useful for UCCE/ICM troubleshooting including RTTEST, OPCTEST, PROCMON, DUMPLOG
  • Demonstrate a better overall effort and proficiency with Installing, Configuring and Troubleshooting the UCCE environment
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