Instructor-led training

AUCCE 1 10.0: Administering Unified Contact Center Enterprise Part 1 Training in Heidelberg, Germany

Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE Part 1) is a 5 day instructor-led course intended for system engineers and customers who will be involved with day 2 support of a UCCE solution deployed in a CVP comprehensive environment.

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What you'll learn

Prerequisites

The knowledge and skills that a learner should have before attending this course are as follows: 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 would be really helpful. Take the VFCC course, by example A basic understanding of contact center operations

Course Outline

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations

Lesson 1: Introducing UCCE

Lesson 2: Unified CCE Architecture and Components

Lesson 3: UCCE Terms, Routing and Additional Components

Lesson 4: Accessing UCCE Tools

Module 2: UCCE Configuration and Scripting

Lesson 1: Configuration Manager

Lesson 2: ICM Script Editor Overview

Lesson 3: Scripting for CVP

Module 3: CCE Inbound Agent Considerations

Lesson 1: CTI Options Overview

Lesson 2: Configure ICM for Agent Functionality

Lesson 3: Configure UCM for Agent Functionality

Lesson 4: Scripting ICM for Agent Functionality

Module 4: Unified CCE IVR/VRU Functionality

Lesson 1: Basic IVR Scripting with MicroApps

Lesson 2: ICM MicroApps

Lesson 3: ICM Scripting Using MicroApps

Module 5: Additional UCCE Considerations

Lesson 1: ICM Considerations for Reporting and Monitoring

Lesson 2: Precision Routing

Lesson 3: RONA

Module 6: External VXML Implementation

Lesson 1: Basic VXML Functionality

Lesson 2: Installing and Configuring VXML

Module 7: Cisco Unified Intelligence Center (CUIC) Reporting

Lesson 1: CUIC Overview

Lesson 2: CUIC Reporting

Lab Outline:

Lab 1-1: Check out the Lab Environment

Lab 1-2: Explore Voice Gateway

Lab 1-3: Explore CVP and ICM Servers

Lab 2-1: Tools and Utilities for Administering ICM Dialed Numbers and Call Types

Lab 2-2: Prepare a simple Label Script

Lab 2-3: Using ICM Tools for ICM Scripts

Lab 3-1: Configure ICM for Agent Functionality

Lab 3-2: Configure UCM for Agent Functionality

Lab 3-3: Install Agent/Supervisor Desktop and test login

Lab 3-4: Basic Skill Group functionality in an ICM Script

Lab 4-1: Media Files and Variables in ICM Scripts

Lab 4-2: Basic IVR Scripting with MicroApps

Lab 5-1: Configuring CCE for Monitoring and Reporting

Lab 5-2: Configuring and using Precision Queues

Lab 5-3: RONA

Lab 5-4: Implement Administrative Scripts

Lab 5-5: Configure Calls Using SIP with Proxy

Lab 5-6: CTI Route Points for UCCE Calls and Transfers

Lab 5-7: CCMP

Lab 6-1: VXML Server Configuration and Call Studio Installation

Lab 6-2: Create and Deploy a Cisco Unified Call Studio Project

Lab 6-3: Integrate VXML Applications with ICM Script

Lab 7-1: More CUIC Reports, including a Dashboard of our favorite reports

Training locations

AUCCE 1 10.0: Administering Unified Contact Center Enterprise Part 1 training across the U.S. and beyond.

We provide AUCCE 1 10.0: Administering Unified Contact Center Enterprise Part 1 training onsite and live online for organizations throughout the United States and internationally.

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