APCCE 10: Administering Packaged Contact Center Enterprise (APCCE) Training

Upcoming Instructor Led Online and Public APCCE 10: Administering Packaged Contact Center Enterprise (APCCE) classes
APCCE 10: Administering Packaged Contact Center Enterprise (APCCE) 20 August, 2018 - 24 August, 2018 $3490 Hartmann Software Group Training Registration

Answers to Popular Questions:

 
Yes, this class can be tailored to meet your specific training needs.
Yes, we provide Cisco consulting services.
Yes, group discounts are provided.

Course Description

 
Administering Packaged Contact Center Enterprise (APCCE) is a course that provides students with an introduction and understanding of Cisco Unified Contact Center Enterprise basics and components.å� APCCE is an administration course focusing on the day-to-day tasks needed to manage a Cisco deployed Packaged Contact Center Enterprise environment.
Course Length: 5 Days
Course Tuition: $3490 (US)

Prerequisites

Working knowledge of Contact Center Operations

Course Outline

 

Module 1: Introducing UCCE

  • Lesson 1: Contact Center Basics
  • Lesson 2: PCCE Components
  • Lesson 3: Packaged CCE
  • Lesson 4: Agent Desktop Options

Module 2: PCCE Terms and Additional Components

  • Lesson 1: Terms
  • Lesson 2: Additional Components

Module 3: PCCE Administration

  • Lesson 1: Web Administration Access
  • Lesson 2: Working with Agents
  • Lesson 3: Working with Agent Attributes
  • Lesson 4: Agent Desk Settings
  • Lesson 5: Introducing Precision Queues
  • Lesson 6: Working with Reason codes
  • Lesson 7: Working with Skill groups
  • Lesson 8: Agent Teams
  • Lesson 9: Understanding Bucket Intervals
  • Lesson 10: Working with Call types
  • Lesson 11: Working with Dialed Numbers
  • Lesson 12: Understanding Expanded Call Variables
  • Lesson 13: Introducing Network VRU Scripts
  • Lesson 14: Using Bulk Loads
  • Lesson 15: Introducing System Information
  • Lesson 16: System Settings
  • Lesson 17: Agent Trace
  • Lesson 18: Log Collections
  • Lesson 19: Departments and Roles

Module 4: Accessing PCCE Tools

  • Lesson 1: Accessing UCM
  • Lesson 2: Accessing ICM
  • Lesson 3: Accessing CVP
  • Lesson 4: Accessing Voice Gateways

Module 5: PCCE Configuration and Scripting

  • Lesson 1: Script Editor Overview
  • Lesson 2: Scripting for CVP

Module 6: Agent Support Consideration

  • Lesson 1: CTI Options
  • Lesson 2: ICM Agent Configuration
  • Lesson 3: UCM Agent Configuration
  • Lesson 4: ICM Agent Scripting

Module 7: Scripting with Microapps

  • Lesson 1: Microapps
  • Lesson 2: ECC Variables
  • Lesson 3: Media Server
  • Lesson 4: Prompt Caching considerations
  • Lesson 5: ICM Configuration steps
  • Lesson 6: Building a Simple Script using Microapps

Module 8: Reporting Considerations

  • Lesson 1: Touch Points
  • Lesson 2: Reporting Objects

Module 9: Precision Routing

  • Lesson 1: Overview
  • Lesson 2: Attributes
  • Lesson 3: Building a Precision Queue
  • Lesson 4: Using Dynamic Queues and Call types

Module 10: RONA

  • Lesson 1: Understanding RONA

Module 11: Basic VXML Functionality

  • Lesson 1: What is VXML
  • Module 12: Reporting
  • Lesson 1: CUIC

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