Administering Cisco Unified Contact Center Enterprise Part 1
- Course Code AUCCE1
- Duration 5 days
- Version 2.0
Course Delivery
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GTC 41 inc. VAT
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- 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 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.
Course Schedule
TopTarget Audience
TopCourse Objectives
TopAfter 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
TopCisco 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
TopAttendees 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
TopRecommended 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
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
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- AUCCE1
- Administering Cisco Unified Contact Center Enterprise Part 1
- Contact Center
- AUCCE1 | Administering Cisco Unified Contact Center Enterprise Part 1 | Training Course | Cisco.
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