Administering Cisco Unified Contact Center Enterprise Part 1

Course Code: AUCCE1 / Duration: 5 Days

Course Overview

This 5 day instructor-led course is designed for system engineers and customers involved with the support of a UCCE solution deployed in a CVP comprehensive environment. This course describes the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound/outbound UCCE environment.

How can I attend my course?

On-line from
your chosen location

At our dedicated
training facility

On-site at
your premises

Target Audience

This course is intended for those administering a UCEE solution, or responsible for Level 1-2 support.

COURSE OBJECTIVES

After completing this course you should be able to:
• Identify the basic components and operations of the Unified CCE solution
• Configure and script a basic UCCE CVP deployment
• Perform the ICM configuration tasks required to support basic agent functionality
• Build and test a basic ICM script utilizing microapps
• Configure and script UCCE to support reporting requirements, precision queuing and RONA
• Deploy the CVP VXML component in a Unified CCE solution successfully
• Generate basic reports using Cisco Unified IC

Course Content

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

COURSE PREREQUISITES

Attendees should meet the following prerequisites:
• 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
• Basic understanding of contact center operations

TEST CERTIFICATION

Recommended preparation for the following exam(s):
• 600-455 – Designing Cisco Unified Contact Center Enterprise (UCCED)
• 600-460 – Implementing and Supporting Unified Contact Center Enterprise (UCCEIS)
Delegates looking to take these exams will also need to have studied the AUCCE2 and DUCCE courses

FOLLOW ON COURSES

The following courses are recommended for engineers involved in the deployment of a UCCE environment
• DUCCE – Deploying Cisco Unified Contact Center Enterprise
• DUIC – Deploying Cisco Unified Intelligence Center

The following are recommended for further study:
• AUCCE2 – Administering Cisco Unified Contact Center Enterprise Part 2
• DUCCE – Deploying Cisco Unified Contact Center Enterprise

You will receive a full set of course notes
and all supporting materials for your course.

Hard Copy Delivered to your premises or Downloaded to a chosen device.

To book this course please call
+44 (0) 1444 410296 or email Info@kplknowledge.co.uk

Training and accreditation is provided through Global Knowledge