CISCO Training

  CCESS Course Description
 

The CCESS course is a combination of the ICM Part 1 and IPCCE course delivered in a 1 week time frame.  The reasoning behind this is that any engineer that will be working in the UCCE space needs to have a firm understanding of how Intelligent Contact Manger (ICM) works.  It is extremely important to have a sound understanding of its configuration, scripting, and day to day administration.  We at Ascolta feel that delivering these 2 courses together does exactly that.  See the specific topics covered in ICM part 1 and IPCCE in the following course description.

Prerequisites

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

  • Microsoft Active Directory
  • Microsoft Windows 2003 Server
  • Microsoft SQL 2000
  • Basic Knowledge of Call Centers

Associated Certifications

  • None.

Who Should Attend

The primary audience for this course is as follows:

  • Middle and Senior Managers, Call Center Managers, Product Managers, Console Operators, Application Developers, Telecom Analysts, and Application Developers

The secondary audience for this course is as follows:
Any other individuals responsible for:

  • Designing and Implementing the ICM or UCCE configuration
  • Designing And monitoring ICM scripts
  • Designing and generating ICM reports

Number of Days

  • 5 Days instructor-led classroom training. (Approx. 7 hours each day.)

Course Objectives

This subtopic provides an overview of how the course is organized. The course contains these components:

  • Course Introduction
  • Demonstrate an overall understanding of the Cisco ICM system and environment.
  • Configure a generic Cisco ICM system using the Configuration Manager tool
  • Create several call routing and administrative scripts using the Script Editor tool
  • Generate real-time and historical reports using WebView’s standard report templates

Course Outline

Lesson 1: Call Routing Options

This lesson introduces the concept of Call Routing between multiple contact centers and describes the benefits of Cisco’s ICM in this environment.

Upon completing this lesson, you will be able to:

  • Describe carrier based call routing in a multi-site contact center environment
  • Describe the operation of a private contact center network
  • Discuss the benefits of call by call routing in a multi-site environment
  • Describe Cisco’s ICM networking solution

Lesson 2:  ICM Components

This lesson will provide you with an overview of the components of an ICM system and the role each plays in the functional system.

Upon completing this lesson, you will have an understanding of the individual components of ICM. This ability includes being able to meet these objectives:

  • Explain the third party software and operating systems required for the support of ICM
  • List the components of an ICM system and explain the role of each
  • Discuss the ICM database architecture.
  • Explain the meaning of a number of ICM Terms

Lesson 3:  ICM Call Routing

ICM can route calls in many different ways. In this lesson we will discuss the different types of ICM Call Routing.

Upon completing this lesson, you will be able to identify the different types of ICM Routing. The Call Flows described in this lesson will explain:

  • Basic ICM Call Routing
  • ICM Post-Routing
  • ICM Pre-Routing

Lesson 4:  Configure Boston Contact Center

Using the Configuration Manager tool, this lesson will teach you how to use the Configuration Manager to configure a fully functional ICM Contact Center

Upon completing this lesson, you will be able to use the Configuration Manager to configure the elements of an ICM Contact Center. This ability includes being able to meet these objectives:

  • Understand what needs to be configured
  • Configure a NIC
  • Configure a Peripheral Gateway
  • Configure Network Trunk Groups, Trunk Groups and Trunks
  • Configure Services and Skill Groups
  • Configure Skill Groups as Service Members
  • Configure Skill Targets
  • Configure Dialed Numbers and Call Types

The lesson includes these activities

  • LAB 4-1: Configuring Boston contact Center

Lesson 5:  ICM Script Editor

In this lesson you will use the ICM Script Editor to build a simple Routing Script. This script will use the ICM components that you configured in an earlier lesson. After creating the Script you will use Call Tracer to test your Script.

Upon completing this lesson, you will be able to use the Script Editor tool. This ability includes being able to meet these objectives:

  • Create a simple Routing Script
  • Validate a Script
  • Schedule a Routing Script
  • Use Call Tracer to test the logic (business rules) of your Script

The lesson includes these activities

  • LAB 5-1: Script Editor

Lesson 6:  Additional Boston Configuration

In this lesson you will use Configuration Manger and Script Editor to add additional functionality to the Boston Call Center.

Upon completing this lesson, you will be able to add additional functionality to a configuration. This ability includes being able to meet these objectives:

  • Add Services and Skill Groups to your configuration.
  • Add a Service as a Skill Target
  • Use an alternate method of Scheduling a Script

The lesson includes these activities

  • LAB 6-1: Additional Boston Configuration

Lesson 7:  Advanced Script Editor

In this lesson you will create ICM User accounts and assign allowed functions. You will also create a Feature Control Set and assign the Feature Control Set to a User. After configuring ICM Users, you will demonstrate the User privileges using Quick Edit and Internet Script Editor.

Upon completing this lesson, you will be able to assign allowed or restricted functions to ICM users. This ability includes being able to meet these objectives:

  • Add ICM Users.
  • Create a Feature Control Set
  • Assign a Feature Control Set to an ICM User
  • Demonstrate the permissions assigned to users
  • Use Quick Edit
  • Install and execute Internet Script Editor

The lesson includes these activities

  • LAB 7-1: Advanced Script Editor

Lesson 8:  Administration Labs

In this lesson you will use various administration tools to make changes to Scripts and Configuration in much the same way that you would in a typical ICM contact center.

Upon completing this lesson, you will be able to perform some of the “housekeeping” procedures using the various ICM tools. This ability includes being able to meet these objectives:

  • Import and Export Scripts.
  • Use Script Explorer
  • Use Script Reference
  • Rename Objects
  • Delete Objects

The lesson includes these activities

  • LAB 8-1: Administrative Labs

Lesson 9:  External Database Lookup

In this lesson you will use the ICM to access an external database and write a routing script that enforces business rules.

Upon completing this lesson, you will be able to create a simple routing script using DB Lookup and If Nodes:

  • Prerequisite configuration.
  • Write simple formulas to test values returned from a database

The lesson includes these activities

  • LAB 9-1: External Database Lookup Creation

Lesson 10:  Call Variables

In this lesson you will define an Expanded Call Variable and set its value using a Set Node in a routing script.

Upon completing this lesson, you will be able to add Expanded Call Variables. This ability includes being able to meet these objectives:

  • Set the value of a variable using a routing script.
  • Use Call Tracer to verify the value.

The lesson includes these activities

  • LAB 10-1: Call Variables

Lesson 11:  Multiple Skill Groups

In this lesson you will configure multiple Skill Groups as a service member. Both Skill Groups and the Service will have a route (Skill Target) You will also learn to script using a CED Node and write a formula to test the value of Minimum Expected Delay

Upon completing this lesson, you will be able to add additional functionality using Configuration Manager and Script Editor. This ability includes being able to meet these objectives:

  • Map multiple Skill Groups to a Service.
  • Add and set properties for a CED Node
  • Write a simple formula

The lesson includes these activities

  • LAB 11-1: Multiple Skill Groups

Lesson12:  Administrative Scripts

In this lesson you will create an Administrative Script that will set the value of a User Variable. The User Variable will be a “Global” persistent variable that will be used in a Routing Script.

Upon completing this lesson, you will be able to create an Administrative Script. This ability includes being able to meet these objectives:

  • Add User Variables.
  • Set the Value of  User Variable using an Administrative Script
  • Test the value of a User Variable in a Routing Script

The lesson includes these activities

  • LAB 12-2: Administrative Scripts

Lesson 13:  Translation Routing

In this lesson you will use the Translation Route Wizard to create a Translation Route for the Boston Call Center.

Upon completing this lesson, you will be able to use the Translation Route Wizard to create Translation Routes. This ability includes being able to meet these objectives:

  • Enable Post-Routing for a Peripheral.
  • Add a Translation Route to a Skill Target.
  • Use Call Tracer to diagnose a Translation Route.

The lesson includes these activities

  • LAB 13-1: Translation Route Wizard

Lesson 14:  Adding a Contact Center

In this lesson you will use Configuration Manger and Script Editor to add a new contact center.

Upon completing this lesson, you will be able to add a new contact center. This ability includes being able to meet these objectives:

  • Add a new PG and Peripheral.
  • Contingencies in Scripting

The lesson includes these activities

  • LAB 14-1: Adding a New Contact Center

Lesson 15:  Enterprise Services and Skill Groups

In this lesson you will configure Enterprise Services and Skill Groups.

Upon completing this lesson, you will be able to create Enterprise Services and Skill Groups. This ability includes being able to meet these objectives:

  • Display Real-Time Data in a Script.
  • Use CallGen to generate “call traffic” to be used in reporting

The lesson includes these activities

  • LAB 15-1: Enterprise Services and Skill Groups

Lesson 16: WebView

In this lesson you will use WebView to generate reports based on real time and historical data.

Upon completing this lesson, you will be able use WebView. This ability includes being able to meet these objectives:

  • Set thresholds and drill downs
  • Save favorite reports for later viewing

Hands-on Lab Exercises

  • LAB 4-1: Configuring Boston contact Center
  • LAB 5-1: Script Editor
  • LAB 6-1: Additional Boston Configuration
  • LAB 7-1: Advanced Script Editor
  • LAB 8-1: Administrative Labs
  • LAB 9-1: External Database Lookup Creation
  • LAB 11-1: Multiple Skill Groups
  • LAB 12-2: Administrative Scripts
  • LAB 13-1: Translation Route Wizard
  • LAB 14-1: Adding a New Contact Center
  • LAB 15-1: Enterprise Services and Skill Groups

IPCCE Course Outline

Lesson 1: IPCCE Pre Routing Call Flow

In this lesson you will learn the IPCC Call Flow using a Pre Route from the Carrier Network.

Upon completing this lesson, you will understand the IPCC Call Flow using Pre Routing. This ability includes being able to meet these objectives:

  • Understand the use of the Translation Route to VRU node
  • Understand the use of the Run External Script node
  • Understand the use of the Queue to Skill Group node

Lesson 2: IPCC Post route from CallManager Call Flow

In this lesson you will learn the IPCC Call Flow using a Post Route from the CallManager.

Upon completing this lesson, you will understand the Call Flow using CallManager as the Routing Client This ability includes being able to meet these objectives:

  • Understand the use of the Translation Route to VRU node
  • Understand the use of the Run External Script node
  • Understand the use of the Queue to Skill Group node

Lesson 3: Configure CallManager for IPCC

In this lesson you will perform basic CallManager configuration required for a successful connection to IPCC.

Upon completing this lesson, you will be able to perform basic CallManager configuration. This ability includes being able to meet these objectives:

  • Add Cisco IP Phones.
  • Create a JTAPI User Account
  • Create a Route Point
  • Associate Devices with a User

The lesson includes these activities:

Lab 3-1 Configuring CallManager for IPCC

  • Adding an IP Phone
  • Adding a User
  • Adding Additional IP Phones
  • Configure a Route Point 

Lesson 4:  CRS Script Editor

The Cisco CRS Editor is a visual programming environment for creating, modifying, validating, and debugging telephony and multimedia application scripts in a CRS system.

In IPCC environments the CRS Script Editor is used to create IPIVR scripts. IPCC uses routing scripts to route calls either to agents or IPIVR scripts. Routing scripts are discussed later in this course.

Upon completing this lesson, you will be able to describe the CRS Script Editor and its basic functions. This ability includes being able to meet these objectives:

  • Understand the CRS Script Editor.
  • Become familiar with the different work areas of the editor

Lesson 5:  Create a CRS Script

In this lesson you will create an IPIVR script that collects a digit that will later be used in our IPCC routing scripts.  Your instructor will guide you in starting the Application Editor and creating the script. This lesson is not a substitute for the CRSD course available from your Cisco Learning Partner.

Upon completing this lesson, you will be able use the CRS Editor to create CRS workflow scripts. This ability includes being able to meet these objectives:

  • Create a new script
  • Set properties of Steps
  • Create Variables
  • Validate and save your CRS script

The lesson includes these activities:

LAB 5-1: Create a CRS Script

  • Create the CollectDigits.aef Script

Lesson 6:  Configure IPIVR for IPCC

In this lesson you will perform the initial setup of the IPIVR. The IPIVR installation has been performed for you; this is the setup that immediately follows the reboot after install.

Upon completing this lesson, you will be able to perform the initial setup of an IPIVR. This ability includes being able to meet these objectives:

  • Discuss the IPIVR architecture
  • Setup the JTAPI subsystem
  • Create a JTAPI Call Control Group
  • Setup the ICM subsystem
  • Mange Prompts and Scripts
  • Create Applications and Triggers

The lesson includes these activities:

LAB 6 -1: Configure IPIVR for IPCC

  • Initial Setup Configuration
  • Provisioning the JTAPI Provider
  • JTAPI Call Control Group Configuration
  • Verifying the CTI Port Associations
  • Cisco Media Termination Dialog Group Configuration
  • Uploading Prompts to Repository
  • Uploading Scripts to Repository
  • Creating an Application
  • Configuring the ICM Subsystem

Lesson7: ICM Configuration

In this lesson you will use ICM Configuration Manager to Configure ICM and Peripheral Components before installing the physical devices.

Upon completing this lesson, you will be able to perform ICM configuration required for IPCC. This ability includes being able to meet these objectives:

  • Describe what needs to be configured using Configuration Manager
  • Use Configuration Manager to configure devices before installation
  • Record information generated by Configuration Manager required for device installations

The lesson includes these activities:

LAB 7-1: ICM Configuration

  • Configure Network VRU
  • Configure Network VRU Script
  • Configure Peripheral Gateway PG1A
  • Configure IPIVR Network Trunk Group and Trunk Group
  • Configure a Generic Service for Translation Routes
  • Configure Agent Desk Setting
  • Configure Peripheral Gateway PG2A
  • Configure CM Network Trunk Group and Trunk Group
  • Configure Skill Group for PreSales
  • Configure Additional Skill Group for PostSales
  • Configure an Agent
  • Configure an Additional Agent
  • Creating a Supervisor
  • Creating an Agent Team
  • Configure a Device Target and Label
  • Configure Additional Device Target and Label
  • Configure a Call Type
  • Configure a Dialed Number
  • Mapping the Dialed Number to a Call Type

Lesson 8:  ICM Component Installation

In this lesson you will install the ICM Components required for IPCC Enterprise.

Upon completing this lesson, you will be able to install the ICM Components required for IPCC Enterprise. This ability includes being able to meet these objectives:

  • Install VRU PG
  • Install CallManager PG
  • Install CTI Server

The lesson includes these activities:

LAB 8-1: ICM Component Installation

  • Installing Peripheral Gateway PG1A (IPIVR)
  • Starting Peripheral Gateway PG1A
  • Install the Cisco JTAPI Plug in
  • Installing Peripheral Gateway PG2A (CM)
  • Installing CTI Gateway CG2A (CTI Server)
  • Starting the Processes

Lesson 9:  CTIOS Desktop

In this lesson you will install Cisco CTI Object Server (CTIOS) and the CTIOS Agent and Supervisor Desktops.

Upon completing this lesson, you will be able to install Cisco CTIOS and CTIOS Desktops. This ability includes being able to meet these objectives:

  • Install Cisco CTIOS
  • Install Agent and Supervisor Desktops
  • Login to Agent and Supervisor Desktop

The lesson includes these activities:

LAB 9-1: CTIOS and CTIOS Desktop

  • Installing CTI Object Server (CTI OS)
  • Installing Cisco CTIOS Softphone
  • Login to CTIOS Supervisor and Agent Desktop

Lesson 10:  Translation Route Wizard

In this lesson you will use the Translation Route Wizard to create Translation Routes to be used in scripting for a Post Route from the Callmanager.

Upon completion of this lesson you will be able use the Translation Route Wizard to create Translation Routes to be used in scripting for a Post Route from the Callmanager.  This ability includes being able to meet these objectives:

  • Use the Translation Wizard
  • Create Translation routes

The lesson includes these activities:

LAB 10-1: Translation Route Wizard

  • Translation Route Wizard

Lesson 11:  ICM Script and Call Tracer

In this lesson you will create an ICM Routing Script to test your Configuration and Call Flow.

Upon completing this lesson, you will have tested you Call Flows.  This ability includes being able to meet these objectives:

  • Use ICM Script Editor to create a Routing Script
  • Use Call Tracer to test.
  • Use various scenarios to test you Call Flows using physical devices

The lesson includes these activities:

LAB11-1: ICM Script and Call Tracer

  • Create the ICM Translation-Routing Script named TransRoute
  • Testing the TransRoute Script using Call Tracer
  • Testing the TransRoute Script using phones

Hands-on Lab Exercises

  • Lab 3-1 Configuring CallManager for IPCC
  • LAB 5-1: Create a CRS Script
  • LAB 6 -1: Configure IPIVR for IPCC
  • LAB 7-1: ICM Configuration
  • LAB 8-1: ICM Component Installation
  • LAB 9-1: CTIOS and CTIOS Desktop
  • LAB 10-1: Translation Route Wizard
  • LAB11-1: ICM Script and Call Tracer