APCCE 10: Administering Packaged Contact Center Enterprise (APCCE) Training in Chaska, Minnesota

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