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DUI - Deploying Cisco Unified Intelligence Center (DUIC)

Deploying Cisco Unified Intelligence Center Plus (DUIC+) is an Implementation and Administration course focusing on the CUIC reporting solution for Unified Contact Center Enterprise (UCCE), Packaged Contact Center Enterprise (PCCE) and Customer Voice Portal (CVP) environments.

CUIC is a comprehensive, end-to-end UCCE/PCCE reporting solution, designed to make the task of creating reports and managing disparate data sources, easier on the customer. Although CUIC is also used in the UCCX environment, this course focuses on UCCE and PCCE environments only.

The SLI course for CUIC combines the Cisco DUIC course with our own 100+ page “Addendum of CUIC Goodness” as reference material you will use and take home with you. Most of your time will be spent working in the lab environment which includes a live functional UCCE/CVP environment deployed with CUIC as the reporting solution. During this 3 day class, we’ll keep you busy wearing multiple hats including architect, administrator, supervisor, agent and report customization specialist. Don’t discount the need to know some of these roles, regardless of your role! The true way to make you better at your job is to broaden your horizon of knowledge, and knowing how all of these roles interact will ensure your success with the product.

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Prerequisites


To fully benefit from this course, students should have the following prerequisite skills and knowledge:
  • Familiarity with the UCCE or PCCE environment, or have at least heard of it.
  • Working knowledge of Contact Center operations is desirable.
  • Working knowledge of SQL commands is desirable, but not required.
  • Working knowledge of Windows and the simultaneous use of the Alt and Tab key is helpful

Detailed Class Syllabus


Lesson 1: Architecture Overview


How CUIC fits into the UCCE/PCCE environment
CCE Call Flow and CUIC Data Sources overview
Real-Time and Historical Reporting Concepts
Stock vs. Custom Reports Concepts
CUIC Sizing Considerations
Member Nodes
Licensing and Feature Sets
Compatibility issues
Deployment Models
CUIC Installation Overview
CUIC Administrative Interface(s) Overview
Report Definitions and Report Overview
Value Lists and Collections Overview
User Lists, User Groups and Security Overview

Lesson 2: UCCE Configuration Requirements to Support CUIC


CCE Admin Data Server Requirements for CUIC
CCE Configuration to support CUIC
Setting up SQL Account(s) for CUIC integration
CVP Requirements for CUIC
CVP Reporting User for CUIC Integration
dbaccess Database tool for CVP
CVP VXML Server configuration for CUIC Integration
CVP Reporting Server configuration for CUIC
CVP Gateway Configuration for CUIC Reporting

Lesson 3: CUIC Initial Configuration for CCE (ICM) Integration


Initial Login as Super User
Applying License File
Configuring UCCE Real-Time Data Source
Configuring UCCE Historical Data Source
Import “Stock” CCE Reports
CUIC A/D Integration and Synchronization
Observe Stock Reports, Definitions, Value Lists, Collections
Login as Supervisor and run stock report, create Dashboard

Lesson 4: CUIC Initial Configuration for CVP Integration


CVP Data Source(s) Configuration
Importing Reporting Template(s) for CVP
Observe CVP items populated in CUIC for CVP Reports
ICM Reporting requirements for CUIC with CVP
CVP Reporting Configuration via Ops Console
VXML Server Configuration for Reporting
Ingress/VXML Gateway reporting requirements

Lesson 5: CUIC Administration


CUIC OS Administration
Admin User Drawer
Device Management Drawer
Control Center Drawer
Cluster Configuration Drawer
Network Management Drawer
Tools Drawer

Lesson 6: Managing Users and Security in CUIC


Security Review
User List Page
Rights of Supervisors Imported into CUIC
Rights of A/D users (non-Supervisors) in CUIC
User Groups Page
User Roles and Permissions
Administering Custom User Groups
Local Users

Lesson 7: Running Unified Intelligence Center Reports


Real-time vs. Historical Reports and Data Source Review
Report Definitions vs. Reports
Running a Stock UCCE Report
Running an Imported Stock/Custom CVP Report
Copying a Stock Report and Definition for Customizing
A closer look at the elements of a Report Definition
SQL query, Anonymous Block and Stored Procedure queries
Report “Views” – modifying how data is displayed via Charts, Gauges and Grids
Formatting Reports
Applying Report Field Thresholds
Applying Default Filters and Value Lists
Report Drilldowns
Reporting Perma-Links and Pop-Outs
Exporting Reports
Scheduling Reports
Creating Dashboards with Reports, Widgets and Notes

Lesson 8: Key Concepts


Webview vs. Unified Intelligence Center implications
Characteristics of Unified CCE Data – know your data!
Understanding SQL statements in a Report
Reporting in a Multichannel Environment
Why Report Data Can Differ
Configuration and Scripting implications for Reporting
ICM and CVP Database Schema Help
Importing Custom reports from developer.cisco.com

Lesson 9: Creating A New Cisco Unified Intelligence Center Report


Create a new Data Source for RCD/TCD lookup
Create a new Report Definition for RCD/TCD
Modify fields in Report Definition to allow Drilldowns to Call Type and Routing Client reports
Create Custom RCD/TCD report
Modify report View to allow Thresholds
Run report and show effectiveness in a Support/Troubleshooting environment