Live Chat
Monday - Friday 8am - 6pm EST Chat Now
Contact Us
Monday - Friday 8am - 8pm EST 1-866-716-6688 Other Contact Options
Checkout

Cart () Loading...

    • Quantity:
    • Delivery:
    • Dates:
    • Location:

    $

AUCCE1 - Administering Cisco Unified Contact Center Enterprise, Part 1 v10.0

Learn the requirements for performing routine adds, moves, and changes in the inbound/outbound UCCE environment.

GK# 0230

Course Overview

TOP

This course is intended for system engineers and customers who will be involved with "Day 2" support of a UCCE solution deployed in a CVP comprehensive environment. You will learn the requirements for performing routine adds, moves, and changes in the inbound/outbound UCCE environment. This course is intended for those administering the solution or who may be responsible for Level 1-2 support of the solution.

What You'll Learn

TOP
  • 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

Outline

TOP
Viewing outline for:

Classroom Live Outline

1. Course Introduction

  • Overview
  • Learner Prerequisite Skills and Knowledge
  • Course Goal and Objectives
  • Course Flow
  • Additional References
  • Your Training Curriculum

2. Cisco Unified Contact Center Enterprise v10 Foundations

  • Introducing UCCE
  • Unified CCE Components and Architecture
  • UCCE Terms, Routing and Additional Components
  • Accessing UCCE Tools

3. UCCE Configuration and Scripting

  • Configuration Manager
  • Script Editor Overview
  • Scripting for CVP

4. Unified CCE Inbound Agent Considerations

  • CTI Options Overview
  • Configuring ICM for Agent Functionality
  • Configuring UCM for Agent Functionality
  • Scripting ICM for Agent Functionality

5. Unified CCE IVR/VRU Functionality

  • Basic IVR Scripting with Microapps
  • ICM Microapps
  • Cisco Unified ICM Enterprise Scripting Using Microapplications

6. Additional UCCE Considerations

  • ICM Considerations for Reporting and Monitoring
  • Precision Routing
  • RONA

7. VXML Implementation

  • Basic VXML Functionality
  • Installing and Configuring VXML

8. Cisco Unified Intelligence Center Reporting

  • Cisco Unified IC Overview
  • Cisco CUIC Reporting

Labs

TOP
Viewing labs for:

Classroom Live Labs

Lab 1: Setting Up Your VPN and SIP phone

Lab 2: Configuring Cisco Unified Communications Manager

Lab 3: Explore CVP and ICM Servers

Lab 4: Tools and Utilities for Administering ICM Dialed Numbers and Call Types

Lab 5: Prepare a Simple Script

Lab 6: Use ICM Tools for ICM Scripts

Lab 7: Configure ICM for Basic Agent and Skill Group Functionality

Lab 8: Configure CUCM for Agent Functionality

Lab 9: Install CTIOS Agent Desktop

Lab 10: Testing Basic Skill Group functionality in an ICM Script

Lab 11: Media Files and Variables in ICM Scripting

Lab 12: Basic IVR Scripting with MicroApps

Lab 13: Configure CCE for Monitoring and Reporting

Lab 14: Configuring Precision Routing

Lab 15: Configuring Ring No Answer (RONA)

Lab 16: Implement Administrative Scripts

Lab 17: CTI Route Point Initiated Calls

Lab 18: VXML Server Configuration and Call Studio Installation

Lab 19: Create and Deploy a Cisco Unified Call Studio Project

Lab 20: Integrate VXML Applications with an ICM Script

Lab 21: CUIC Reports and Dashboards

Who Should Attend

TOP
  • Channel partners and field support personnel who are responsible for sales, implementation, or administration of a Cisco Unified Contact Center and VRU implementation in customer enterprise networks, specifically individuals filling these roles
  • Day 1 and Day 2 support personnel
  • Managers overseeing UCCE deployments

Vendor Credits

TOP

This course can be purchased using Cisco Learning Credits (CLCs).

Follow-On Courses

TOP
Course Delivery

This course is available in the following formats:

Classroom Live

Receive face-to-face instruction at one of our training center locations.

Duration: 5 day

Virtual Classroom Live

Experience expert-led online training from the convenience of your home, office or anywhere with an internet connection.

Duration: 5 day

Request this course in a different delivery format.
Enroll