HARTMANN software group

APCCE 10: Administering Packaged Contact Center Enterprise (APCCE) Training in Joliet

Enroll in or hire us to teach our APCCE 10: Administering Packaged Contact Center Enterprise (APCCE) class in Joliet, Illinois by calling us @303.377.6176. Like all HSG classes, APCCE 10: Administering Packaged Contact Center Enterprise (APCCE) may be offered either onsite or via instructor led virtual training. Consider looking at our public training schedule to see if it is scheduled: Public Training Classes
Provided there are enough attendees, APCCE 10: Administering Packaged Contact Center Enterprise (APCCE) may be taught at one of our local training facilities.
We offer private customized training for groups of 3 or more attendees.
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Course Description

  
Administering Packaged Contact Center Enterprise (APCCE) is a course that provides students with an introduction and understanding of Cisco Unified Contact Center Enterprise basics and components.å� APCCE is an administration course focusing on the day-to-day tasks needed to manage a Cisco deployed Packaged Contact Center Enterprise environment.
Course Length: 5 Days
Course Tuition: $3490 (US)

Prerequisites
Working knowledge of Contact Center Operations

Course Outline

  

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

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