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AUCCE2 - Administering Cisco Unified Contact Center Enterprise, Part 2 v10.0

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

GK# 0232

Course Overview

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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, resources, and tools required to perform complex adds, moves, and changes in the inbound/outbound UCCE environment. The AUCCE1 course or equivalent prior experience is a prerequisite for attending this course.

Schedule

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  • Delivery Format:
  • Date:
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$

What You'll Learn

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  • Basic components and operations of the Unified CCE solution
  • Configure and script a basic UCCE CVP deployment
  • Implement business rules as they apply to scripting and routing in Unified CM
  • Install a basic CCE VXML Solution
  • Install, configure, and run a CCE Outbound Option Campaign
  • Support CCE

Outline

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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 Architecture and Components
  • UCCE Terms, Routing and Additional Components
  • Accessing UCCE Tools

3. 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 Agents

4. 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

5. CCE VXML Solution

  • Basic VXML Functionality
  • Installing and Configuring VXML Solution
  • Basic VXML SQL Database Lookup
  • Exploring Courtesy Callback
  • Agent Greeting

6. UCCE Outbound Option

  • Outbound Option
  • Configuring Outbound Option for Agent and IVR Campaigns

7. CCE Support Considerations

  • Supporting UCCE
  • Diagnostic Framework Suite
  • UCCE Support
  • Tracking an Agent Call Through the Database

Labs

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Classroom Live Labs

Lab 1: Setting Up Your VPN and SIP Phone

Lab 2: Configuring Cisco Unified Communications Manager

Lab 3: Explore Your Voice Gateway (Ingress/VXML)

Lab 4: Explore CVP and ICM Servers

Lab 5: Tools and Utilities for Administering ICM Dialed Numbers and Call Types

Lab 6: Configure ICM for Basic Agent and Skill Group Functionality

Lab 7: Install CTIOS Agent Desktop

Lab 8: Testing Basic Skill Group Functionality in an ICM Script

Lab 9: Media Files and Variables in ICM Scripting

Lab 10: Basic IVR Scripting with MicroApps

Lab 11: Configure CCE for Monitoring and Reporting

Lab 12: Configuring Precision Routing

Lab 13: Configuring Ring No Answer (RONA)

Lab 14: CTI Route Point Initiated Calls

Lab 15: Configure Agent Transfers via Unified CCE DN Plan

Lab 16: Implement Administrative Scripts

Lab 17: Feature Control Sets and Users

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: SQL DB Lookup Functionality for VXML

Lab 22: Implement Cisco Courtesy Callback

Lab 23: Agent Greeting

Lab 24: Configure Outbound Agent Campaign SCCP Dialer

Lab 25: Using Troubleshooting Tools

Lab 26: Track Call through RCD/TCD Records

Lab 27: Instructor Break/Fix Lab

Prerequisites

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  • Attendance of AUCCE1 or equivalent experience
  • Working knowledge of Unified Communications Manager and Voice Gateways is recommended

Who Should Attend

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  • Cisco Unified Communications system channel partners and resellers
  • Day 2 support personnel responsible advanced administration and support of the UCCE environment

Vendor Credits

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

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.
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