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Administering Cisco Unified Contact Center Enterprise, Part 1 (AUCCE1 V10.0)

COURSE TYPE

Intermediate

Course Number

2822

Duration

5 Days

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Administering Cisco Unified Contact Center Enterprise, Part 1 (AUCCE1) is a 5 day instructor-led course presented by training partners to system engineers and customers who will be involved with "Day 2" 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 intended for those administering the solution, or who may be responsible for Level 1-2 support of the solution.

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.

Important Course Information

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.

Redeem Your Cisco Learning Credits (CLCs):

Course Outline

  • Course Introduction
  • Overview
    • Learner Prerequisite Skills and Knowledge
  • Course Goal and Objectives
  • Course Flow
  • Additional References
  • Your Training Curriculum
  • 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

  • Module 2: UCCE Configuration and Scripting

Lesson 1: Configuration Manager

Lesson 2: Script Editor Overview

Lesson 3: Scripting for CVP

  • 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

  • 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

  • Module 5: Additional UCCE Considerations

Lesson 1: ICM Considerations for Reporting and Monitoring

Lesson 2: Precision Routing

Lesson 3: RONA

  • Module 6: VXML Implementation

Lesson 1: Basic VXML Functionality

Lesson 2: Installing and Configuring VXML

  • Module 7: Cisco Unified Intelligence Center Reporting

Lesson 1: Cisco Unified IC Overview

Lesson 2: Cisco CUIC Reporting

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Hassle-Free Enrolment: No advance payment required to reserve your seat.
Tuition due 30 days after you attend your course.

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Tuition — Standard: $4195   Government: $3690

Nov 6 - 10 (5 Days)
9:00 AM - 4:30 PM PST
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Nov 13 - 17 (5 Days)
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Nov 27 - Dec 1 (5 Days)
9:00 AM - 4:30 PM CST
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Live, Online

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Private Team Training

Enroling at least 3 people in this course? Consider bringing this (or any course that can be custom designed) to your preferred location as a private team training.

For details, call 1-888-843-8733 or Click here »

Tuition

Standard

Government

In Classroom or
Online

Standard

$4195

Government

$3690

Private Team Training

Contact Us »

Training Hours

Training hours vary depending on the time zone in which your course is scheduled.  

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