Administering Cisco Unified Contact Center Enterprise Part 2
- Course Code AUCCE2
- Duration 5 days
- Version 2.0
Course Delivery
Additional Payment Options
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GTC 41 inc. VAT
GTC, Global Knowledge Training Credit, please contact Global Knowledge for more details
- CLC 43 excl. VAT
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Course Delivery
This course is available in the following formats:
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Company Event
Event at company
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Public Classroom
Traditional Classroom Learning
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Virtual Learning
Learning that is virtual
Request this course in a different delivery format.
Course Overview
TopThis 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.
Course Schedule
Top-
- Delivery Format: Virtual Learning
- Date: 07-11 August, 2023
- Location: Virtual
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- Delivery Format: Virtual Learning
- Date: 30 October-03 November, 2023
- Location: Virtual
Target Audience
TopIndividuals involved in the advanced administration and support of a UCCE environment
Course Objectives
TopAfter 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
TopCisco 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
TopAttendees 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
Test Certification
TopRecommended 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
TopThe 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
- /en-gb/-/media/global-knowledge/merchandising/right-side-column/uk/cisco-clcs.png https://www.globalknowledge.com/en-gb/training/courses/technology-providers/cisco/learning-credits-clc #000000
- AUCCE2
- Administering Cisco Unified Contact Center Enterprise Part 2
- Contact Center
- AUCCE2 | Administering Cisco Unified Contact Center Enterprise Part 2 | Training Course | Cisco.
- Cisco
