Cisco/CVPD and CUIC Reporting

CVPD and CUIC Reporting Certification Training Course Overview

Regulating Cisco Unified Contact Center Enterprise Part 1 (AUCCE Part 1) is a multi day educator drove course expected for framework specialists and clients who will be associated with day 2 help of a UCCE arrangement sent in a CVP far reaching condition.

AUCCE Part 1 course gives the student a comprehension of the necessities, assets and apparatuses expected to perform routine includes, moves and changes in the inbound/outbound UCCE condition. This course is proposed for those managing the arrangement, or who might be liable for Level 1-2 help of the arrangement. This course likewise fills in as a decent venturing stone for the relating Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE Part 2) course, and ought to be considered as an essential before partaking 2. This course is additionally a decent partner course to the DUCCE course, which covers more detail on the establishment/upkeep of the UCCE arrangement.

The general objective of this course is to assemble a powerful head of the arrangement by uncovering the specialized prerequisites of the arrangement and using the arrangement apparatuses for compelling activity. The student will be presented to CCE (ICM) and VXML scripting in this course to guarantee fundamental capability with the arrangement. For cutting edge scripting points, allude to the AUCCE Part 2 or the CVPD course.

Course Objectives

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

  • Define how CUIC is implemented as a reporting solution in a UCCE/PCCE/CVP environment.
  • Define the various interfaces to CUIC and their relevant use.
  • Define CUIC “standard” datasources (CCE, CVP) as well as how to configure a custom data source.
  • Demonstrate proficiency with regard to the security of users/groups/roles/permissions within CUIC.
  • Demonstrate how to obtain and import reports into CUIC.
  • Define other UCCE configuration settings which affect the output of data as seen from CUIC.
  • Demonstrate how to install, administer, and provide user/group security for the CUIC solution.
  • Define the role of Active Directory integration as it relates to CUIC Users, Supervisors and Teams.
  • Demonstrate proficiency of use with regard navigation and use of the CUIC Reporting Solution for the creation of reports.
  • Demonstrate proficiency with creating custom Reports
  • Demonstrate proficiency with creating custom Report Definitions.
  • Describe the benefit and use of various CUIC features including Dashboards, Value Lists, Collections, pop-outs and perma-links, just to name a few.

 

CVPD and CUIC Reporting (48 Hours) Download Course Contents

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Course Modules

"Module 1: Overview of the full and stand alone CVP Architecture and Call Flow. An overview of ICM Scripts to route calls to Call Studio applications, including passing and receiving back data."
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Module 2: Writing Studio graphical applications which include:
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Module 3: Prompting Callers - using pre-recorded audio and text-to-speech; using Say it Smart to format spoken audio (speak as date, time, currency, etc), error prompting
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Module 4: Menus
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Module 5: Collecting caller input as digits, currency, building custom input
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Module 6: Working with variables - global data, session data, element data
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Module 7: Invoking Studio Subroutines from another Studio application
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Module 8: Transferring control from one Studio application to another (Application Transfer)
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Module 9: Using the Studio Debugger to test applications within Studio
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Module 10: Using Say it Smart to convert data into spoken audio (speak as date, time, digits, etc)
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Module 11: Studio Database element for interactions using SQL database
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Module 12: Web Services Element
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Module 13: Prompting and reprompting
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Module 14: VXML properties as they apply to CVP Studio for timing, playing filler/hold music
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Module 15: Catching events with the Studio Hotevent element to handle missing audio, ASR errors, etc
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Module 16: Global commands (Hotlinks) to allow callers to say 'start over’, 'go back’, 'agent’ at any time
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Module 17: Handling errors to return data to ICM upon an unrecoverable error
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Module 18: Understanding the VXML Root Document for setting global timers and properties
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Module 19: Multi-Language applications using the Application Modifier element to change language duringthe call flow
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Module 20: Using Studio Documenter to print Visio-like diagrams of the application
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Module 21: Adding custom java components to extend Studio
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Module 22: Returning data to ICM if the caller hangs up using Custom Java
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Module 23: Using other Studio elements - Counter, Math
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Module 24: Overview of CVP8 Courtesy Callback - Call flow, ICM and Studio script configuration, audio files, reporting server atabase.
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Module 25: Administration is covered throughout the course:
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Module 26: Configuring log file properties
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Module 27: Using logs for debugging applications
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Module 28: Enabling VXML logg
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Course Prerequisites

The information and abilities that a student ought to have before going to this course are as per the following :

  • Basic information on systems administration (Windows A/D, SQL) and parts (servers, switches, switch) is useful however not required
  • Working information on a Windows PC including a mouse and the concurrent utilization of the Alt-Tab keys is required.
  • Working information on Unified Communications Manager and Voice Gateways would be extremely useful. Take the VFCC course, by model
  • A fundamental comprehension of contact focus tasks

 

Audience :

The primary audience for this course is as follows :

  • Cisco Unified Communications framework channel accomplices and affiliates answerable for the Sales, Implementation or Support of a UCCE arrangement
  • Day 1 and Day 2 help staff answerable for the every day include/move/change of the UCCE condition

The auxiliary crowd for this course is as per the following :

  • Managers, group drives, business contact work force or any individual who should be remotely associated with the UCCE arrangement and have a superior in general comprehension of its capacity.

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