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

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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)


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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