The AUCCE1 - Administering Cisco Unified Contact Center Enterprise Part 1 v 2.0 is part of a training course series to help professionals understand the many features of the platform and adapt them to organizations of their choice. Check out the dates below to enroll in this Administering Cisco Unified Contact Center Enterprise Training today.
Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE Part 2) is a instructor-led course presented by training partners to system engineers and customers who will be involved with day 2 support of a UCCE solution deployed in a CVP comprehensive environment. This course gives the learner an understanding of the requirements, resources and tools required to perform complex adds, moves and changes in the inbound / outbound UCCE environment. This course is intended for those performing advanced administration of the solution, or who may be responsible for Level 2-3 support of the solution. The overall goal of this course is advanced administration of the solution by a deeper exposure into the technical operational requirements and the tools used to configure and ensure functionality
Course content
Administering Cisco Unified Contact Centre Enterprise Part 1 (AUCCE1)
Cisco Unified Contact Center Enterprise v10 Foundations
- Introducing UCCE
- Unified CCE Components and Architecture
- UCCE Terms, Routing and Additional Components
- Accessing UCCE Tools
UCCE Configuration and Scripting
- Configuration Manager
- Script Editor Overview
- Scripting for CVP
Unified CCE Inbound Agent Considerations
- CTI Options Overview
- Configuring ICM for Agent Functionality
- Configuring UCM for Agent Functionality
- Scripting ICM for Agent Functionality
Unified CCE IVR/VRU Functionality
- Basic IVR Scripting with MicroApps
- ICM MicroApps
- Cisco Unified ICM Enterprise Scripting Using MicroApplications
Additional UCCE Considerations
- ICM Considerations for Reporting and Monitoring
- Precision Routing
- RONA
VXML Implementation
- Basic VXML Functionality
- Installing and Configuring VXML
Cisco Unified Intelligence Center Reporting
- Cisco Unified IC Overview
- Cisco CUIC Reporting
Labs
- Overview of the UCCE Lab Environment
- Explore your Voice Gateway (Ingress/VXML)
- Explore CVP and ICM Servers
- Tools and Utilities for administering ICM Dialled Numbers and Call Types
- Prepare a simple script
- Use ICM Tools for ICM Scripts
- Configure ICM for Basic Agent and Skill Group Functionality
- Configure UCM for Agent Functionality
- Install CTIOS Agent Desktop
- Testing Basic Skill Group functionality in an ICM Script
- Media Files and Variable in ICM Scripting
- Basic IVR Scripting with MicroApps
- Configuring CCE for Monitoring, Reporting
- Configuring Precision Routing
- RONA
- Implement Administrative Scripts
- Configure Calls using SIP with Proxy
- CTI Route Point Initiated Calls
- Contact Center Management Portal (CCMP) **Optional**
- VXML Server Configuration and Call Studio Installation
- Create and Deploy a Cisco Unified Call Studio Project
- Integrate VXML Application with an ICM Script
- CUIC Reports and Dashboards
Administering Cisco Unified Contact Centre Enterprise Part 2 (AUCCE2)
Cisco Unified Contact Center Enterprise v10 Foundations
- Introducing UCCE
- Unified CCE Architecture and Components
- UCCE Terms, Routing and Additional Components
- Accessing UCCE Tools
CCE Configuration and Scripting Review
- Configuration Manager and Script Editor Review
- CTI Review
- Agent Skill Review
- Microapps and Media File Review
- Precision Routing Review
- Transfers and RONA Review
- Mobile Agent
Implementing Business Rules
- Advanced Scripting and Routing
- ICM Scripting Variables, Expressions, Formulas and Functions
- Creating an Administrative Script for Time of Day Routing
- Creating Feature Control Sets and Users
- Silent Monitoring and Recording
CCE VXML Solution
- Basic VXML Functionality
- Installing and Configuring VXML Solution
- Basic VXML SQL Database Lookup
- Exploring Courtesy Callback
- Agent Greeting
UCCE Outbound Option
- Outbound Option
- Configuring Outbound Option for Agent and IVR Campaigns
CCE Support Considerations
- Supporting UCCE
- Diagnostic Framework Suite
- UCCE Support
- Tracking an Agent Call Through the Database
Labs
- Overview of the AUCCE2 Lab Environment
- Explore Voice Gateway
- Explore CVP and ICM Servers
- Administering ICM Dialed Numbers and Call Types
- Media Files and Variables in ICM Scripts
- Basic IVR Scripting with Microapps
- Configure ICM for Agent and Skill Group Functionality
- Configure UCM for Agent Functionality
- Install CTIOS Agent Desktop (Optional)
- Scripting for Skill Groups and Queuing
- Configuring Precision Routing
- RONA
- CTI Route Points for UCCE Calls and Transfers
- Configure Agent Transfers via Dialed Number Plan
- Configure Calls Using SIP with Proxy (Optional)
- Implement Administrative Scripts
- Feature Control Sets and Users
- VXML Server Configuration and Call Studio Installation
- Create and Deploy a Cisco Unified Call Studio Project
- Integrate VXML Applications with ICM Script
- SQL DB Lookup Functionality for VXML
- Implement Cisco Courtesy Callback
- Agent Greeting
- Basic Outbound Agent Campaign (SIP Dialer)
- IVR Campaign (Challenge Lab)
- Using Troubleshooting Tools
- Track a call thru RCD/TCD Records
- Instructor Break/Fix Lab
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Course Prerequisites
In order to sit this Administering Cisco Unified Contact Center Enterprise course, participants should have;
- Basic knowledge of networking (SQL, Windows A/D) and components (switch, routers, servers,) is not required
- Mandatory knowledge of a Windows computer, including a mouse and the simultaneous use of the Alt-Tab keys
- Working knowledge of Unified Communications Manager and Voice Gateways: content from the VFCC course
- A basic understanding of contact centre operations
Who can attend
Job roles that can take up Administering Cisco Unified Contact Centre Enterprise training include, but are not limited to:
- IT Administrators
- UCCE Deployment Specialists
- IT Managers
- Team Leads
- Networking Specialists
- Configuration Specialists
- Infrastructure Specialists
- UCCE End Users
- Professionals who are working on UCCE Level 1 and 2
- Professionals looking to clear the AUCCE1 certification examination
Number of Hours: 40hrs
Certification
500-450 UCCEIS
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- One to One Training
- Online Training
- Fastrack & Normal Track
- Resume Modification
- Mock Interviews
- Video Tutorials
- Materials
- Real Time Projects
- Virtual Live Experience
- Preparing for Certification
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