AUCCE 1 10.0: Administering Unified Contact Center Enterprise Part 1 Training in Warwick
Enroll in or hire us to teach our AUCCE 1 10.0: Administering Unified Contact Center Enterprise Part 1 class in Warwick, Rhode Island by calling us @303.377.6176. Like all HSG
classes, AUCCE 1 10.0: Administering Unified Contact Center Enterprise Part 1 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, AUCCE 1 10.0: Administering Unified Contact Center Enterprise Part 1 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 |
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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 |
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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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