AUCCE1: Administering Cisco Unified Contact Center Enterprise

5 Day Course
Hands On
Official Curriculum
Code AUCCE1

Book Now - 2 Delivery Methods Available:

Scheduled Online Onsite

Overview

This 5 day instructor-led course is designed for system engineers and customers involved with the support of a UCCE solution deployed in a CVP comprehensive environment. This course describes the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound/outbound UCCE environment.

Objectives

After completing this course you should be able to:

  • Identify the basic components and operations of the Unified CCE solution
  • Configure and script a basic UCCE CVP deployment
  • Perform the ICM configuration tasks required to support basic agent functionality
  • Build and test a basic ICM script utilizing microapps
  • Configure and script UCCE to support reporting requirements, precision queuing and RONA
  • Deploy the CVP VXML component in a Unified CCE solution successfully
  • Generate basic reports using Cisco Unified IC

Target Audience

This course is intended for those administering a UCEE  solution, or responsible for Level 1-2 support.

Training Partners

We work with the following best of breed training partners using our bulk buying power to bring you a wider range of dates, locations and prices.

Modules

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Cisco Unified Contact Center Enterprise v10 Foundations (4 topics)

  • Introducing UCCE
  • Unified CCE Components and Architecture
  • UCCE Terms, Routing and Additional Components
  • Accessing UCCE Tools

UCCE Configuration and Scripting (3 topics)

  • Configuration Manager
  • Script Editor Overview
  • Scripting for CVP

Unified CCE Inbound Agent Considerations (4 topics)

  • CTI Options Overview
  • Configuring ICM for Agent Functionality
  • Configuring UCM for Agent Functionality
  • Scripting ICM for Agent Functionality

Unified CCE IVR/VRU Functionality (3 topics)

  • Basic IVR Scripting with Microapps
  • ICM Microapps
  • Cisco Unified ICM Enterprise Scripting Using Microapplications

Additional UCCE Considerations (3 topics)

  • ICM Considerations for Reporting and Monitoring
  • Precision Routing
  • RONA

VXML Implementation (2 topics)

  • Basic VXML Functionality
  • Installing and Configuring VXML

Cisco Unified Intelligence Center Reporting (2 topics)

  • Cisco Unified IC Overview
  • Cisco CUIC Reporting

Prerequisites

Attendees should meet the following prerequsites:

  • Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, switch) is helpful but not required
  • Working knowledge of a Windows computer including a mouse and the simultaneous use of the Alt-Tab keys is required
  • Working knowledge of Unified Communications Manager and Voice Gateways
  • Basic understanding of contact center operations

Scheduled Dates

Please select from the dates below to make an enquiry or booking.

Pricing

Different pricing structures are available including special offers. These include early bird, late availability, multi-place, corporate volume and self-funding rates. Please arrange a discussion with a training advisor to discover your most cost effective option.

Code Location Duration Price Dec Jan Feb Mar Apr May
AUCCE1 5 Days $2,195

or call:408-759-5074

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