About Me
Cisco Certified Internetwork Expert (CCIE) - Collaboration
1 Infrastructure and Services
1-1 Collaboration Infrastructure
1-1 1 Collaboration Architecture
1-1 2 Collaboration Deployment Models
1-1 3 Collaboration Security
1-1 4 Collaboration Management
1-1 5 Collaboration Monitoring
1-2 Collaboration Services
1-2 1 Voice Services
1-2 2 Video Services
1-2 3 Messaging Services
1-2 4 Conferencing Services
1-2 5 Contact Center Services
2 Cisco Unified Communications Manager (CUCM)
2-1 CUCM Architecture
2-1 1 CUCM Components
2-1 2 CUCM Deployment Models
2-1 3 CUCM High Availability
2-1 4 CUCM Scalability
2-2 CUCM Administration
2-2 1 CUCM Installation and Configuration
2-2 2 CUCM User Management
2-2 3 CUCM Device Management
2-2 4 CUCM Call Routing
2-2 5 CUCM Media Resources
2-3 CUCM Advanced Features
2-3 1 CUCM Unified Mobility
2-3 2 CUCM Unified CMIM
2-3 3 CUCM Unified Emergency Services
2-3 4 CUCM Unified Presence
2-3 5 CUCM Unified Unified CMIM
3 Cisco Unity Connection
3-1 Unity Connection Architecture
3-1 1 Unity Connection Components
3-1 2 Unity Connection Deployment Models
3-1 3 Unity Connection High Availability
3-1 4 Unity Connection Scalability
3-2 Unity Connection Administration
3-2 1 Unity Connection Installation and Configuration
3-2 2 Unity Connection User Management
3-2 3 Unity Connection Call Routing
3-2 4 Unity Connection Media Resources
3-2 5 Unity Connection Unified Messaging
3-3 Unity Connection Advanced Features
3-3 1 Unity Connection Unified Mobility
3-3 2 Unity Connection Unified CMIM
3-3 3 Unity Connection Unified Emergency Services
3-3 4 Unity Connection Unified Presence
3-3 5 Unity Connection Unified Unified CMIM
4 Cisco Unified Contact Center Enterprise (UCCE)
4-1 UCCE Architecture
4-1 1 UCCE Components
4-1 2 UCCE Deployment Models
4-1 3 UCCE High Availability
4-1 4 UCCE Scalability
4-2 UCCE Administration
4-2 1 UCCE Installation and Configuration
4-2 2 UCCE User Management
4-2 3 UCCE Call Routing
4-2 4 UCCE Media Resources
4-2 5 UCCE Unified Messaging
4-3 UCCE Advanced Features
4-3 1 UCCE Unified Mobility
4-3 2 UCCE Unified CMIM
4-3 3 UCCE Unified Emergency Services
4-3 4 UCCE Unified Presence
4-3 5 UCCE Unified Unified CMIM
5 Cisco TelePresence
5-1 TelePresence Architecture
5-1 1 TelePresence Components
5-1 2 TelePresence Deployment Models
5-1 3 TelePresence High Availability
5-1 4 TelePresence Scalability
5-2 TelePresence Administration
5-2 1 TelePresence Installation and Configuration
5-2 2 TelePresence User Management
5-2 3 TelePresence Call Routing
5-2 4 TelePresence Media Resources
5-2 5 TelePresence Unified Messaging
5-3 TelePresence Advanced Features
5-3 1 TelePresence Unified Mobility
5-3 2 TelePresence Unified CMIM
5-3 3 TelePresence Unified Emergency Services
5-3 4 TelePresence Unified Presence
5-3 5 TelePresence Unified Unified CMIM
6 Cisco Webex
6-1 Webex Architecture
6-1 1 Webex Components
6-1 2 Webex Deployment Models
6-1 3 Webex High Availability
6-1 4 Webex Scalability
6-2 Webex Administration
6-2 1 Webex Installation and Configuration
6-2 2 Webex User Management
6-2 3 Webex Call Routing
6-2 4 Webex Media Resources
6-2 5 Webex Unified Messaging
6-3 Webex Advanced Features
6-3 1 Webex Unified Mobility
6-3 2 Webex Unified CMIM
6-3 3 Webex Unified Emergency Services
6-3 4 Webex Unified Presence
6-3 5 Webex Unified Unified CMIM
7 Cisco Collaboration Endpoints
7-1 Collaboration Endpoints Architecture
7-1 1 Collaboration Endpoints Components
7-1 2 Collaboration Endpoints Deployment Models
7-1 3 Collaboration Endpoints High Availability
7-1 4 Collaboration Endpoints Scalability
7-2 Collaboration Endpoints Administration
7-2 1 Collaboration Endpoints Installation and Configuration
7-2 2 Collaboration Endpoints User Management
7-2 3 Collaboration Endpoints Call Routing
7-2 4 Collaboration Endpoints Media Resources
7-2 5 Collaboration Endpoints Unified Messaging
7-3 Collaboration Endpoints Advanced Features
7-3 1 Collaboration Endpoints Unified Mobility
7-3 2 Collaboration Endpoints Unified CMIM
7-3 3 Collaboration Endpoints Unified Emergency Services
7-3 4 Collaboration Endpoints Unified Presence
7-3 5 Collaboration Endpoints Unified Unified CMIM
8 Cisco Collaboration Security
8-1 Collaboration Security Architecture
8-1 1 Collaboration Security Components
8-1 2 Collaboration Security Deployment Models
8-1 3 Collaboration Security High Availability
8-1 4 Collaboration Security Scalability
8-2 Collaboration Security Administration
8-2 1 Collaboration Security Installation and Configuration
8-2 2 Collaboration Security User Management
8-2 3 Collaboration Security Call Routing
8-2 4 Collaboration Security Media Resources
8-2 5 Collaboration Security Unified Messaging
8-3 Collaboration Security Advanced Features
8-3 1 Collaboration Security Unified Mobility
8-3 2 Collaboration Security Unified CMIM
8-3 3 Collaboration Security Unified Emergency Services
8-3 4 Collaboration Security Unified Presence
8-3 5 Collaboration Security Unified Unified CMIM
9 Cisco Collaboration Management
9-1 Collaboration Management Architecture
9-1 1 Collaboration Management Components
9-1 2 Collaboration Management Deployment Models
9-1 3 Collaboration Management High Availability
9-1 4 Collaboration Management Scalability
9-2 Collaboration Management Administration
9-2 1 Collaboration Management Installation and Configuration
9-2 2 Collaboration Management User Management
9-2 3 Collaboration Management Call Routing
9-2 4 Collaboration Management Media Resources
9-2 5 Collaboration Management Unified Messaging
9-3 Collaboration Management Advanced Features
9-3 1 Collaboration Management Unified Mobility
9-3 2 Collaboration Management Unified CMIM
9-3 3 Collaboration Management Unified Emergency Services
9-3 4 Collaboration Management Unified Presence
9-3 5 Collaboration Management Unified Unified CMIM
10 Cisco Collaboration Monitoring
10-1 Collaboration Monitoring Architecture
10-1 1 Collaboration Monitoring Components
10-1 2 Collaboration Monitoring Deployment Models
10-1 3 Collaboration Monitoring High Availability
10-1 4 Collaboration Monitoring Scalability
10-2 Collaboration Monitoring Administration
10-2 1 Collaboration Monitoring Installation and Configuration
10-2 2 Collaboration Monitoring User Management
10-2 3 Collaboration Monitoring Call Routing
10-2 4 Collaboration Monitoring Media Resources
10-2 5 Collaboration Monitoring Unified Messaging
10-3 Collaboration Monitoring Advanced Features
10-3 1 Collaboration Monitoring Unified Mobility
10-3 2 Collaboration Monitoring Unified CMIM
10-3 3 Collaboration Monitoring Unified Emergency Services
10-3 4 Collaboration Monitoring Unified Presence
10-3 5 Collaboration Monitoring Unified Unified CMIM
4.2 UCCE Administration

4.2 UCCE Administration

Key Concepts

UCCE (Unified Contact Center Enterprise) Administration in Cisco's CCIE Collaboration certification involves managing and configuring the various components of the contact center system. Key concepts include:

System Configuration

System Configuration in UCCE involves setting up the core components of the contact center, including the Contact Center Manager, Interaction Center, and Interaction Workspace. This includes defining system parameters, configuring network settings, and ensuring proper integration with other Cisco Unified Communications components.

Example: An administrator configures the Contact Center Manager to handle a maximum of 1000 concurrent calls and sets up network settings to ensure optimal performance. They also integrate the system with Cisco Unified Communications Manager (UCM) to leverage unified communication features.

Agent and Supervisor Management

Agent and Supervisor Management involves creating and managing user profiles for agents and supervisors. This includes setting up permissions, defining roles, and configuring agent desktops. Supervisors can monitor agent performance, provide real-time assistance, and manage queues.

Example: An administrator creates user profiles for 50 agents and 5 supervisors. They define roles such as "Senior Agent" and "Team Lead" with specific permissions. The administrator also configures the agent desktop to provide a unified interface for handling voice, email, and chat interactions.

Call Routing and Queuing

Call Routing and Queuing in UCCE involves setting up rules to route incoming calls to the appropriate agents or queues. This includes configuring skills-based routing, priority queuing, and interactive voice response (IVR) systems. The goal is to ensure efficient and effective handling of customer interactions.

Example: An administrator sets up skills-based routing to direct calls to agents based on their expertise. They configure an IVR system with options such as "Press 1 for Sales" and "Press 2 for Support," ensuring calls are routed to the most appropriate agents.

Reporting and Analytics

Reporting and Analytics in UCCE provide insights into contact center performance, agent productivity, and customer satisfaction. Administrators can generate detailed reports on call volumes, average handle time (AHT), and first call resolution (FCR). These reports help in making data-driven decisions to optimize operations.

Example: An administrator generates a report showing the average handle time (AHT) for each agent. The report identifies agents with high AHT and provides recommendations for training to improve efficiency and reduce wait times for customers.

Integration and Customization

Integration and Customization in UCCE involve connecting the contact center system with other enterprise applications and customizing the interface to meet specific business needs. This includes integrating with CRM systems, customizing agent desktops, and creating custom reports.

Example: An administrator integrates UCCE with a CRM system to provide agents with customer information during calls. They also customize the agent desktop to include a "Customer History" tab, allowing agents to quickly access past interactions and provide personalized service.

© 2024 Ahmed Baheeg Khorshid. All rights reserved.