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Cisco®Administering Cisco® Unified Contact Center Enterprise, Part 2 v10.0 (AUCCE2)

Course Overview

This 5-day course is for system engineers and customers who provide "Day 2" support of a UCCE solution deployed in a CVP environment, and give the learner an understanding of the requirements, resources and tools required to perform adds, moves and changes in the inbound/outbound UCCE environment.

Who Should Attend

"This course is intended for those performing advanced administration of the solution, or who may be responsible for Level 2-3 support of the solution. The AUCCE1 course or equivalent prior experience is a prerequisite for attending this course. The primary audience for this course is as follows: •Cisco Unified Communications system channel partners and resellers. •Day 2 support personnel responsible for advanced administration and support of the UCCE environment.

Course Objectives

"Upon completing this course, the learner will be able to meet these overall objectives: •Identify the basic components and operations of the Unified CCE solution. •Configure and script a basic UCCE CVP deployment. •Implement business rules as they apply to scripting and routing in Unified CM. •Install a basic CCE VXML Solution •Install, configure and run a CCE Outbound Option Campaign. •Describe how to support CCE.

Course Outline

1 - Cisco Unified Contact Center Enterprise v10 Foundations

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

2 - CCE Configuration and Scripting Review

  • Configuration Manager and Script Editor Review
  • CTI Review
  • Agent Skill Review
  • Microapps and Media File Review
  • Precision Routing Review
  • Transfers and RONA Review
  • Mobile Agents

3 - Implementing Business Rules

  • Advanced Scripting and Routing
  • ICM Scripting Variables, Expressions, Formulas and Functions
  • Creating an Administrative Script for Time of Day Routing
  • Creating Feature Control Sets and Users
  • Silent Monitoring and Recording

4 - CCE VXML Solution

  • Basic VXML Functionality
  • Installing and Configuring VXML Solution
  • Basic VXML SQL Database Lookup
  • Exploring Courtesy Callback
  • Agent Greeting

5 - UCCE Outbound Option

  • Outbound Option
  • Configuring Outbound Option for Agent and IVR Campaigns

6 - CCE Support Considerations

  • Supporting UCCE
  • Diagnostic Framework Suite
  • UCCE Support
  • Tracking an Agent Call Through the Database

Enroll Today

This is a 5-day class

Price: $3,795.00
Payment Options

ILT Instructor‑Led Training

OLL Online LIVE

GTR  Guaranteed to Run

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