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Administering Cisco Unified Contact Center Enterprise Part 1

  • Course Code AUCCE1
  • Duration 5 days
  • Version 2.0

Additional Payment Options

  • GTC 34 inc. VAT

    GTC, Global Knowledge Training Credit, please contact Global Knowledge for more details

Public Classroom Price

$2,702.00

excl. VAT

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Course Delivery

This course is available in the following formats:

  • Company Event

    Event at company

  • Public Classroom

    Traditional Classroom Learning

  • Virtual Learning

    Learning that is virtual

Request this course in a different delivery format.

Course Overview

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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.

 

This course is worth 40 Credits in the Continuing Education Program

 

Course Schedule

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  • $2,702.00

    • Delivery Format: Virtual Learning
    • Date: 05-09 September, 2022
    • Location: Virtual

    $2,702.00

    • Delivery Format: Virtual Learning
    • Date: 02-06 October, 2022
    • Location: Virtual
    • Delivery Format: Virtual Learning
    • Date: 07-11 November, 2022
    • Location: Virtual

    $2,702.00

  • $2,702.00

    • Delivery Format: Virtual Learning
    • Date: 04-08 December, 2022
    • Location: Virtual

Target Audience

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

Course Objectives

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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

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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

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    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

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    Recommended preparation for the following exam(s):

    • 600-455 - Designing Cisco Unified Contact Center Enterprise (UCCED)
    • 600-460 - Implementing and Suppporting 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

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    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: