AUCCE 1 10.0: Administering Unified Contact Center Enterprise Part 1 Training

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 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.
Course Length: 5 Days
Course Tuition: $3490 (US)

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

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