Chapter 06 - Preparing and Installing Cisco UCCE Software

Chapter 07 - Organizational Units in Active Directory and Web Setup

Chapter 08 - Unified CCE Central Controller – Logger

Chapter 09 - Unified CCE Central Controller – Router

Chapter 10 - Agent Desk Settings and VRU Type

Chapter 11 - Peripheral Gateway PG and CTI Server

Chapter 12 - Routing Client

Chapter 13 - Skill Target Sub System

Chapter 14 - UCCE Call Flow with CVP

Chapter 15 - Call Routing Post Route from CUCM Call Flow using UCCX

Chapter 16 - Scripts Editor and Basic Scripting

Chapter 16 - Scripts Editor and Basic Scripting

Chapter 17 - Basic Administrative Scripts

Chapter 18 - Basic Scripting with Call Variables

Chapter 19 - Overview of Cisco Unified CVP

Chapter 20 - Configuring VXML Gateway for UCCE and CVP

Chapter 21 - Creating Network VRU Scripts and CVP Microapp

Chapter 22 - Creating UCCE Scripts with CVP

Chapter 23 - Installation and Configurations of Cisco Finesse 11.5

Chapter 24 - Overview and Installation of Cisco Unified Intelligent Center with Live Data 11.5

Chapter 25 - Configuration of Cisco CUIC Reporting 11.5

6. Integrating Package UCCE with CUCM with Trunk to CVP

7. Deploying and Customized CVP and VVB Settings for PCCE

8. Setting up Network VRU and ECC Variables

9. CVP Routing Client - Routing Calls via CVP to PCCE

10. Creating Agent and Supervisor with Skills Group

11 - Managing Agent and parameters in Cisco Unified PCCE 12

12. Managing Supervisor and Its parameters in Cisco Unified PCCE

13. Bulk Import - Understanding Agent Create and Update

14. Built Import Understanding Dialed Number Content File

15. Bulk Import - Understanding Call Type Content File Template

16. Managing and Configuring Teams with resources in Package UCCE

17. Managing and Creating Skills Group in Package UCCE

18. Managing Attributes for Agent for Precision Routing

19. Creating Precision Queue and Mapping Attributes

20. Creating and Managing Department and Relationship with Global Objects

21. Call Routing Setting Part 1 - Media Routing Domain and Dial Number

22. Call Routing Setting Part 2 - Understanding Route Pattern and Locations

23. Call Routing Setting Part 3 - Call Type and ECC Variables

24. Call Routing Setting Part 4 - Understanding and Configuring IVR Settings

Chapter 22 - Creating your own local Decision Element using Java API with Parame

4 – Preparing and Configuration Services and Skills Groups

5 - Creating Agent, Supervisor and Team Lists

6 – Configure PG for IP IVR (UCCX)

7 – Creating Network Trunk and Trunk Group for IP IVR

8 - Configuring PG For Cisco Unified CM

9 – Defining Agent Target Rule and Device Target

10 - Defining Enterprise Skills Group to Route calls to agent from Multiple CM Clusters

11 – Setting Limit on Number of Skills group per agent

12 – Creating Precision Queues – Attributes and Assign it to Agent

13 – Creating Precision Queues and Rules to select Agent

14 – Creating SCRIPT for Precision Queue and Testing calls

15 - Modifying Agent Target Rule for CVP Routing Client

16 - Configuring CVP To Work with VXML Gateway and UCCE Server

18 - Creating ECC Variable For UCCE Scripts to support CVP Call

19 - Creating Network VRU Scripts

20 - Developing a basic call center script for UCCE with CVP

21 - Schedule and Test Cisco UCCE Script with Agent Online

22 - Configure Network VRU with Label

23 - Configuring Redundant Finesse Server

24 - Configuring Finesse with Varieable, Phone Book, Reason Code and Team

26 - Routing Calls to Multiple Skills Group From Different CUCM Cluster using Enterprise Skills Group Node

27 - Integrating CUIC Reporting Server with UCCE and LDAP User

28 - Configuring Cisco CUIC Reporting For Cisco UCCE Real Time and Historial Database

29 – Outbound Dialer (SCCP)– Preparing Logger for Outbound dialer

30 – Outbound Dialer – Configuring PG for CUCM Agent Cluster

31 – Outbound Dialer – Configuring Dialer Component in ICM

32 – Outbound dialer – Network VRU and Media Routing PG

33 – Outbound dialer – Creating Skills Group and Dial Number

34 – Outbound dialer – Ensure Time and ECC Variable Configured

35 – Outbound Dialer – Ensure LoggerA outbound dialer is enable

36 – Outbound Dialer – Dialer Component on PG

37 – Outbound Dialer – Modify The Media Routing with Dialer

38 – Outbound Dialer – Verification of Outbound Component

39 – Outbound Dialer – Modify Local Static Route Files

4 - Selecting Routing Targets

5 - Network VRUs

6 - Variable and Formula

7 - UCCE Scripting with Call Variables

8 - Scripting with External Database

9 - UCCE Basic Administrative Scripts

10 - Creating Basic UCCE Scripts

11 - Comment and Monitoring UCCE Scripts

12 – Routing calls to different scripts based on Call Type and Prefix Match

13 – Routing Call Based on CLID and Dialed Number

14 - Requalify Call Type - Routing calls to another scripts

15 – Use GotoScript to route calls to different scripts

16 – Creating Time of Day Routing

17 – Distribute call load using Percentage Allocation

18 – Routing Calls using Skills Group using LAA Method

19 – Routing calls to Services using Service Node

20 - Cisco UCCE Adv Scripting Lab 14

21 - Cisco UCCE Adv Scripting Lab 13

Lab 4 - Using RTTEST command to troubleshoot UCCE Platform

Lab 5 - How to use Dumplog to analyst Logs

Lab 6 - Using OPCTest Command to See PG Status

Lab 7 - Using OPCTest To List Calls and Identify particular calls

Lab 8 - Using OPCTest Utility to gather Agent Statistic

Lab 9 Troubleshooting Cisco UCCE Call Flow

Lab 10 - Learn To Isolate Switch Leg Issues for UCCE and CVP

Lab 11 - Learn To Isolate VRU Leg for UCCE and CVP

Lab 12 - Learn How To Isolate Subsequent Warm Transfer Fault

Lab 13 - Utility - How to run EMSMON Uility

Lab 14 - Troubleshooting Shutdown Error for Router

Lab 15 - Learn to Troubleshoot Finnese Out Of Service Issue

Lab 16 - How to Set Trace Settings and Log Collection

Lab 17 - How To Set Trace and Log Collections on Cisco Finesse

Lab 18 - Setup Trace Settings and Log Collection on CVP

Lab 19 - Setting Trace and Logs Collection for Virtualized Voice Browser

Lab 20 - Utility – Troubleshooting using EMSMON Agent PG Not Active

Lab 21 - Troubleshoting UCCE - Client gets fast busy when dialed DN

Lab 22 - Troubleshoot UCCE Call - Gateway Not Found - Customer calls are failing every now

Lab 23 - Call Fails with Error Message Not Found, GW Call using SURV TCL Flag

Lab 24 - Troubleshooting Calls – Agent Reserve But Call Is Not Connected

Lab 25 - The device associated with that extension or dial number invalid - Part 1

Chapter 3 Overview of Cisco Unified CVP Non-Native Component

Chapter 4 Installation and Configuration

Chapter 5 Getting Started Using Operation Console

Chapter 6 Functional Deployment

Chapter 7 Deployment Model - CVP VXML Standalone

Chapter 8 Deployment Model - Call Director

Chapter 9 Deployment Model - VRU Model

Chapter 10 Deployment Model - Comprehensive Model

Chapter 4.0 - Integrating Cisco Unified ICM Scripts with Cisco CVP Call Studio Scripts

Chapter 5.0 - My First Integrated Service Application

Chapter 6.0 - Subdialog Element

Chapter 7.0 - Audio Element and its settings

Chapter 8.0 - Decision Element and Its settings

Chapter 9.0 - Creating basic Text To Speech Scripts with TTS Server

Chapter 10 - Creating Menu Driven Application with TTS and Audio Files

Chapter 11 - Overview of Number Capture Element

Chapter 12 - Overview of Record Element and Configurations

Chapter 13 - Overview Database Element and Its Configurations

Chapter 14 - Overview of Call Studio - Session API

Chapter 15 - Cisco CVP Java Class - Call Start Action and Call End Action

Chapter 16 - Creating CVP Scripts with a Java Class Standard Action and Decission Element

Chapter 17 - Creating Cisco CVP Call Studio Script with Mathmatical Expression

Chapter 18 - Create a Standard Action Element using Java API

Chapter 19 - Creating a Decission Action Element using Java API

Chapter 20 - Creating your own local Action Element using Java API with Customized Parameter

Chapter 21 - Creating your own local Decision Element using Java API with Customized Parameter

Chapter 22 - Creating your own local Decision Element using Java API with Parame

Chapter 23 - How to manage large Cisco Call Studio Scripts using Page and Page Connector

Chapter 24 - Creating Customized Parameter for Custom VoiceElement

Chapter 25 - Overview of Google Dialogflow and CVP Integration

Chapter 26 - Cisco CVP DialogFlow - Preparing Google Cloud For CVP Virtual Agent

Day 1 Assessment - Quiz

Cisco Unified Contact Center Enterprise