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Cisco Unified Contact Center Enterprise Administration (UCCE-A v11.5)
Level: Intermediate
This Cisco UCCE Administration (UCCE-A) course is a 5-day instructor-led course that helps prepare learners to administer the Cisco Unified CCE v11.5 solution. This course will provide the student with the basic knowledge to understand the Cisco Unified CCE deployment solution and requirements for basic ACD and IVR configurations to include using ICM Configuration Manager and associated utilities, setting up agents, providing for basic IVR activities and using the Cisco Finesse Agent desktop. This Unified Contact Center Enterprise Administration course will also provide knowledge on how to use the ICM Script Editor and associated utilities to implement basic routing techniques, routing for transfers, ring-no-answer conditions and Precision Routing. And last, this course provides basic overall knowledge on Cisco Unified Intelligence Center deployments and how to use the reporting interface to access, view, and personalize report templates and dashboards.
Redeem your Cisco Learning Credits (CLCs) for this Cisco UCCE Administration training course.
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Key Features of this UCCE Administration Training:
- Cisco Authorized course content
- Authorized Cisco Instructor
- Eligible for Cisco Learning Credit (CLC) redemption
- Expansive course catalogue to go deep into Cisco or broaden you skills beyond
You Will Learn How 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.
Choose the Training Solution That Best Fits Your Individual Needs or Organizational Goals
TRAINING AT YOUR SITE
Team Training
- Bring this or any training to your organization
- Full - scale program development
- Delivered when, where, and how you want it
- Blended learning models
- Tailored content
- Expert team coaching
Save More On Training with FlexVouchers – A Unique Training Savings Account
Our FlexVouchers help you lock in your training budgets without having to commit to a traditional 1 voucher = 1 course classroom-only attendance. FlexVouchers expand your purchasing power to modern blended solutions and services that are completely customizable. For details, please call 888-843-8733 or chat live.
Team Training
Important UCCE Administration Course Information
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Requirements
- Basic knowledge of Microsoft software such as, Windows Active Directory, Windows Server, SQL Server and other Microsoft client operating systems is helpful but not required
- Basic knowledge of Cisco networking components such as routers and switches is helpful but not required
- Working knowledge of Unified Communications Manager and Voice Gateways
- Basic understanding of contact center operations
- To participate in the hands-on labs in this class, you need to bring a laptop computer with the following:
- Windows 7 or 8.1 or 10 is recommended. Mac OSX 10.6 or greater is supported as well.
- Intel Celeron or better processors are preferred.
- 1 GB or more of RAM
- Browser Requirements: Internet Explorer 10 or greater or Mozilla Firefox. (Safari and Mozilla Firefox for Mac OSX)
Note: Our labs currently cannot run on Microsoft Edge (Windows 10) due to it not supporting Extensions/Add-ons or Google Chrome due to Java being removed from the platform itself. - All students are required to have administrator rights to their PCs and cannot be logged in to a domain using any Group Policies that will limit their machine's capabilities.
- If you do not have administrator rights to your PC, you at least need permissions to download, install, and run Cisco Any Connect Client and Java.
- If you are participating in a WebEx event, it is highly recommended to take this class at a location that has bandwidth speeds at a minimum of 1 Mbps bandwidth speeds.
- All PCs require the latest Java Runtime Environment, which can be downloaded from www.java.com.
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Redeem Your Cisco Learning Credits (CLCs)
- This course is eligible for Cisco Learning Credit (CLC) redemption.
- Want to learn more about Cisco CLCs? Click to view our CLCs infographic.
UCCE Administration Course Outline
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Course Introduction
- Overview
- Learner Prerequisite Skills and Knowledge
- Course Goal and Objectives
- Course Flow
- Additional References
- Your Training Curriculum
- Overview
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Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
Lesson 1: Introducing UCCE
Lesson 2: Unified CCE Components and Architecture
Lesson 3: UCCE Terms, Routing and Additional Components
Lesson 4: Accessing UCCE Tools
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Module 2: UCCE Configuration and Scripting
Lesson 1: Configuration Manager
Lesson 2: Script Editor Overview
Lesson 3: Scripting for CVP
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Module 3: Unified CCE Inbound Agent Considerations
Lesson 1: CTI Options Overview
Lesson 2: Configuring ICM for Agent Functionality
Lesson 3: Configuring UCM for Agent Functionality
Lesson 4: Scripting ICM for Agent Functionality
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Module 4: Unified CCE IVR/VRU Functionality
Lesson 1: Basic IVR Scripting with Microapps
Lesson 2: ICM Microapps
Lesson 3: Cisco Unified ICM Enterprise Scripting Using Microapplications
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Module 5: Additional UCCE Considerations
Lesson 1: ICM Considerations for Reporting and Monitoring
Lesson 2: Precision Routing
Lesson 3: RONA
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Module 6: VXML Implementation
Lesson 1: Basic VXML Functionality
Lesson 2: Installing and Configuring VXML
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Module 7: Cisco Unified Intelligence Center Reporting
Lesson 1: Cisco Unified IC Overview
Lesson 2: Cisco CUIC Reporting
UCCE Administration Training FAQs
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What is Cisco UCCE?
Cisco Unified Contact Center Enterprise is a resource that helps you deploy and operate UCCE systems.
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How do I redeem my Cisco Learning Credits (CLCs) for this UCCE Administration course?
During your checkout of the course, make sure to select Credits & Vouchers within the payment method. Highlight and click CLC and enter the sales order number that you were issued by Cisco.
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