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Cisco® Administering Cisco® Unified Contact Center Enterprise, Part 1 v10.0 (AUCCE1)

Course Overview

Administering Cisco Unified Contact Center Enterprise, Part 1 (AUCCE1) is a 5 day instructor-led course presented by training partners to system engineers and customers who will be involved with "Day 2" 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. This course is intended for those administering the solution, or who may be responsible for Level 1-2 support of the solution.

Who Should Attend

The target audience for this course is channel partners and field support personnel who are responsible for sales, implementation or administration of a Cisco Unified Contact Center and VRU implementation in customer enterprise networks, specifically individuals filling these roles. Day 1 and Day 2 support personnel. The secondary audience for this course is as follows: Managers overseeing UCCE deployments

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. 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

Course Outline

1 - Cisco Unified Contact Center Enterprise v10 Foundations

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

2 - UCCE Configuration and Scripting

  • Configuration Manager
  • Script Editor Overview
  • Scripting for CVP

3 - Unified CCE Inbound Agent Considerations

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

4 - Unified CCE IVR/VRU Functionality

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

5 - Additional UCCE Considerations

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

6 - VXML Implementation

  • Basic VXML Functionality
  • Installing and Configuring VXML

7 - Cisco Unified Intelligence Center Reporting

  • Cisco Unified IC Overview
  • Cisco CUIC Reporting

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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