Administering Webex Contact Center Enterprise (AWXCCE)

Prerequisites:

The knowledge and skills that students are expected to have before attending this course are:

• Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, switch) is helpful but not required.
• Working knowledge of Unified Communications Manager and voice gateways.

Target Audience:

• Anyone responsible for Day 2 support of Webex CCE. 

Course Objectives:

• Introduction to Webex CCE – Understanding architecture, key features, multi-channel options, licensing, and scripting interfaces.
• Administration Portal – Navigation, access, customization, and portal management.
• Security Roles and User Configuration – Managing user roles, access groups, and bulk tools.
• Contact Center Skills – Agent skill configuration, scheduling, and Finesse considerations.
• Routing and Audio Management – Routing controls, audio file management, and interaction with contact flows.
• Interaction Manager and Contact Flows – Creating and deploying contact flows for IVR and ACD functionalities.
• Agent and Supervisor Functions – Configuring teams, productivity features, and customizing desktop interfaces.
• ICM Scripting and Call Handling – Building basic ICM scripts, implementing call treatment, queuing, and microapps.
• Precision Routing and Transfers – Advanced routing and internal call handling techniques.
• VXML Applications – Developing and integrating VXML applications for enhanced call flows.
• Reporting with CUIC – Generating, customizing, and managing reports and dashboards.
• Advanced Scripting and Data Exchange – Designing complex scripts and performing database lookups.
• Troubleshooting and Support – Using diagnostic tools, health checks, and escalation procedures.

Course Outline:

Module 1: An Introduction to Cisco Webex Contact Center Enterprise  

Objective: Introduce the capabilities, architecture, and navigation of the Webex Contact Center Enterprise solution

• Webex Contact Center Enterprise overview
  • Standard/Additional Application availability
  • Digital (multi-channel) options
  • Contact Center Artificial Intelligence (CCAI) services overview
  • Licensing Options
• Webex Contact Center Architecture overview
  • Security Considerations
  • Peering options overview
  • Infrastructure as a Service (IaaS) overview
• PSTN/calling options
  • Agent options
• Call/Data Flows overview
• Scripting Interfaces Overview
  • Interaction Manager Designer
  • ICM Internet Script Editor  
  • CVP Call Studio
• Options for connecting to the Webex Contact Center Enterprise Environment

Module 2: Webex CCE Administration Portal Interface  

Objective: Introduce the functionality of the Webex CCE Administration Portal

• Admin Portal Features and Highlights
• Accessing the Admin Portal (Launchpad)
  • SSO Options
  • Portal Mobile
• Admin Portal Navigation
  • Launchpad
  • Customizing the Launchpad
• Introduction to Interaction Manager (Contact Flow designer)
• Discovery 1: Log in to the Portal
• Discovery 2: Navigating the Webex CCE Environment
• Discovery 3: Customizing the Launchpad

Module 3: Configuring Security Roles and Users  

Objective: Configure Agent and Non-Agent users incorporating security roles  

• User Types
• Security
• Collections
  • Access Groups
  • Roles/Standard Roles
  • Configuring Non-Agent Users
• Configuring Agent Users
• Options for administering users (clone/deactivate/delete/audit)
• Bulk Tools
• Discovery 1: Add Non-Agent (Administrator) user
• Discovery 2: Add an Agent User

Module 4: Configuring Contact Center Skills  

Objective: Demonstrate and configure the Agent Skilling options, including Skill Schedules

• Skills Features
• Adding Skills
• Precision Queues and Attributes
• Assigning Skills/Attributes to Agents
• Scheduling Skill assignments
• Finesse
  • Overview
  • Agent PG Considerations
• Discovery 1: Creating Skills
• Discovery 2: Configuring Attributes and Precision Queues
• Discovery 3: Scheduling Skills
• Discovery 4: Agent Login to Finesse

Module 5: Routing Controls  

Objective: Configure Routing Controls and Audio Files associated with Contact Flows

• Overview of Routing Controls, Audio files and the relation to Contact Flows (scripting)
• Routing Controls Features
• Routing Controls types
  • Date/Time/Range
  • Number
  • Percentage
  • Schedule
  • Switch
  • Table
  • Text
  • Throttle
• SBC to routing client controls
• Discovery 1: Configure Routing Controls

Module 6: Audio Manager  

• Audio Manager
  • Audio Prompts
  • Audio Groups
  • Audio Versioning
  • Language considerations
  • Scheduling audio
• Discovery 1: Managing Audio Files

Module 7: Using the Interaction Manager to build Contact Flows  

Objective: Build Contact Flows to provide IVR and ACD treatment to the caller

• Webex Contact Center Enterprise Scripting Overview
  • Interaction Manager Contact Flows
  • ICM Script Editor Routing Script considerations
  • IVR/VRU functions/nodes

Audio F

• Call Studio Projects/Application considerations

Module 8: Supervisor and Agent productivity functions  

• Agent Team Features
• Supervisor Configuration
• Agent Team Configuration
• Reason Codes and WrapUp Codes
• Phone Books
• Discovery 1: Configure a Supervisor and Agent Team
• Discovery 2: Configure/implement Reason Codes
• Discovery 3: Configure Phone Book
• Discovery 4: Customizing the Finesse Desktop

Module 9: Building a Basic Webex Contact Center Enterprise ICM Script

• Introduction to Script Editor
• Use Script Editor Nodes
• Understand Variables
• Schedule Scripts
• Manage Additional ICM Scripting Tools
• Discovery 1: Prepare a Basic Label Script
• Discovery 2: Use ICM Tools for ICM Scripts
• Discovery 3: Build an Agent Routing ICM Script

Module 10: Configuring Basic Call Treatment and Queuing

• Review Media files and the Audio Manager
• ECC Variables
• Microapps
• Play Media Microapp
• Get Digits Microapp
• Menu Microapp
• Play Data Microapp
• Get Speech Microapp
• Capture Microapp
• Scripting with Microapps
• Discovery 1: Media Files and Variables in ICM Scripting
• Discovery 2: Basic IVR Scripting with MicroApps

Module 11: Implementing Precision Routing

• Exploring the Basics
• Migration Path
• Skill Groups vs. Precision Queues
• Configuring Attributes and Precision Queues
• Precision Routing Sample Scenario
• Discovery 1: Configure and Implement Precision Routing in Flow Designer
• Discovery 2: Configure and Implement Precision Routing in ICM Script Editor

Module 12: Internal Calls and Transfers

• Understand Transfer Types and CVP Call Flow Models
• Describe Subsequent Transfers
• Perform UCM Configurations for Transfers
• Configure CUCM as Routing Client and Agent Transfers
• Discovery 1: Internal Calls and Transfers

Module 13: Implementing VXML Applications

• VXML Overview
• CCE VXML Architecture and Logic Flow
• Build Basic Call Studio Project
• Deploy Project, Verify Config
• CCE Scripting for External VXML Applications
• Discovery 1: VXML Server Configuration and Call Studio Installation
• Discovery 2: Create and Deploy a Cisco Unified Call Studio Project
• Discovery 3: Integrate VXML Applications with a CCE Script

Module 14: Running Unified CC Enterprise Reports with Unified IC

• Introduce and Navigate CUIC
• Reporting Touch Points
• Access CUIC Stock Reports
• Create CUIC Custom Reports
• Create Custom Dashboards
• Discovery 1: Running Stock Reports
• Discovery 2: Creating a Custom Report
• Discovery 3: Creating a Dashboard

Module 15: Configuring Advanced Scripting and CCE Data Exchange

• Design for Advanced Scripting
• CCE Data Exchange
• Using Call Studio
• Implement Database Lookup using VXML
• Collect Response from the Caller
• Invoking Call Studio Applications with CCE Routing Scripts
• Discovery 1: Creating VXML Application using Call Studio
• Discovery 2: Creating CCE Routing Script
• Discovery 3: Testing your Call Flow

Module 16: Troubleshooting and Escalation  

• Checking System Health
• Collecting Log Files
• Troubleshooting tools available to customers
• Webex Contact Center Enterprise Support Processes
• Webex Contact Center Enterprise Escalation Process
• Discovery 1: Check system Health
• Discovery 2: Collect Log and Trade files