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Administering Cisco Unified Contact Center Enterprise Part 2

  • Course Code AUCCE2
  • 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 is a 5 day instructor-led course for system engineers and customers who will be involved with "Day2" 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.

 

This course is worth 40 Credits in the Continuing Education Program

 

Course Schedule

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    • Delivery Format: Virtual Learning
    • Date: 11-15 September, 2022
    • Location: Virtual
  • $2,702.00

    • Delivery Format: Virtual Learning
    • Date: 10-14 October, 2022
    • Location: Virtual

    $2,702.00

    • Delivery Format: Virtual Learning
    • Date: 13-17 November, 2022
    • Location: Virtual
    • Delivery Format: Virtual Learning
    • Date: 12-16 December, 2022
    • Location: Virtual

    $2,702.00

  • $2,702.00

Target Audience

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Individuals involved in the advanced administration and support of a UCCE environment

Course Objectives

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After attending 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
  • 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
  • Describe how to support CCE

Course Content

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 Cisco Unified Contact Center Enterprise v10 Foundations

  • Lesson 1: Introducing UCCE
  • Lesson 2: Unified CCE Architecture and Components
  • Lesson 3: UCCE Terms, Routing and Additional Components
  • Lesson 4: Accessing UCCE Tools

CCE Configuration and Scripting Review

  • Lesson 1: Configuration Manager and Script Editor Review
  • Lesson 2: CTI Review
  • Lesson 3: Agent Skill Review
  • Lesson 4: Microapps and Media File Review
  • Lesson 5: Precision Routing Review
  • Lesson 6: Transfers and RONA Review
  • Lesson 7: Mobile Agents

Implementing Business Rules

  • Lesson 1: Advanced Scripting and Routing
  • Lesson 2: ICM Scripting Variables, Expressions, Formulas and Functions
  • Lesson 3: Creating an Administrative Script for Time of Day Routing
  • Lesson 4: Creating Feature Control Sets and Users
  • Lesson 5: Silent Monitoring and Recording

CCE VXML Solution

  • Lesson 1: Basic VXML Functionality
  • Lesson 2: Installing and Configuring VXML Solution
  • Lesson 3: Basic VXML SQL Database Lookup
  • Lesson 4: Exploring Courtesy Callback
  • Lesson 5: Agent Greeting

UCCE Outbound Option

  • Lesson 1: Outbound Option
  • Lesson 2: Configuring Outbound Option for Agent and IVR Campaigns

CCE Support Considerations

  • Lesson 1: Supporting UCCE
  • Lesson 2: Diagnostic Framework Suite
  • Lesson 3: UCCE Support
  • Lesson 4: Tracking an Agent Call Through the Database

Course Prerequisites

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Attendees should meet the following prerequisites:

  • Attendance of AUCCE Part 1 or equivalent real world experience is a requirement to attend this course
  • Working knowledge of Unified Communications Manager and Voice Gateways would be very helpful
Recommended prerequisites:

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 Supporting Unified Contact Center Enterprise (UCCEIS)

Delegates looking to take these exams will also need to have studied the AUCCE1 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: