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CCCEF: Cisco Contact Center Enterprise Fundamentals Training

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Course Description

  
Through targeted instruction and a series of hands on labs, this course will provide students with a fundamental understanding of Cisco Unified Communications and Unified Contact Center Enterprise environment. It introduces students to the basic role and operation of Unified Communications Manager, ICM, CVP and Unity Connection (UC).
Course Length: 5 Days
Course Tuition: $3290 (US)

Prerequisites
Basic understanding of contact center KPIs Basic knowledge of networking and components is helpful but not required Functional use of a Windows PC and multitasking

Course Outline

  

Module 1: Exploring Communications Manager and Unity Connection

  • Describe, at a high level, the Cisco Communications Manager and Unity connection solution
  • Describe the role of Cisco Unified Communications Manager Clusters
  • Navigate the Cisco Unified Communications Manager administration tools
  • Provision a phone with Cisco Unified Communications Manager
  • Explore the use of Cisco Unified Communications Manager phone templates
  • Explore Device pools
  • List and discuss the relevance and importance of Cisco Unified Communications Manager features and services
  • Describe functionality of Unity Connection as a Voice Mail and/or Auto Attendant Solution
  • Configure Voice Mail Users and Mail box features
  • Configure Unity Connection Call Handlers

Module 2: Exploring Unified Contact Center Enterprise (UCCE)

  • Describe, the Cisco UCCE solution, including components and KPIs
  • Examine a UCCE/CVP comprehensive call flow
  • Access the Cisco UCCE administration tool set

Module 3: Basic configuration and scripting for Agent Support

  • Utilize Cisco Unified Contact Center Enterprise Configuration manager
  • Utilize Cisco Unified Contact Center Enterprise Script Editor
  • Utilizing trouble shooting and verification tools within the UCCE administration tools program group
  • Introduction to variables
  • Adding skill groups and agents to a Cisco Unified Contact Center Enterprise deployment

Module 4: Scripting for CVP

  • Understand the use and function of microapps
  • Discuss the management tasks associated with CVP media files
  • Build a simple script to support CVP functionality (Prompt, collect and queue)

Module 5: Advanced Considerations

  • Understand the use of reporting touch points in a Cisco Unified Contact Center Enterprise script
  • Implementing precision routing using precision queues and agent attributes utilizing Cisco Unified Contact Center Enterprise formula editor to create basic routing expressions

Appendix:Telephony 101 (From Semaphore to Subnets)

  • Understanding Bandwidth
  • From Analogue to Digtal
  • Transmission Standards
  • TDM to Packet Switching
  • The OSI model (7 layers or 5)
  • TCP/IP Explained
  • Repeaters/.Switches/Routers and Gateways
  • Network classes and subnets
  • VOIP (Voice Over IP) Different from Data and How?
  • Getting there from here: One Packets Network Journey

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