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Cisco Unified Contact Center Enterprise Advanced Administration (UCCE-AA v11.5) Training
Level: Advanced
This Cisco UCCE Cisco Advanced Administration (UCCE-AA) course is a 5-day instructor-led course that helps prepare learners to implement more advanced functions and options in the Cisco Unified CCE environment. This course will provide the student a more comprehensive look at complex topics such as advanced routing techniques, Cisco Finesse Administration, using VoiceXML applications, accessing an external database, and translation routing. This Cisco Unified Contact Center Enterprise Advanced Administration course will also provide students with the capability of implementing Cisco Options such as the Cisco Outbound Option, Courtesy Callback, and Agent Greetings and Whisper announcements. And finally, the student will learn about advanced reporting topics such as advanced administration, importing reports, and custom reporting.
Redeem your Cisco Learning Credits (CLCs) for this Cisco UCCE Advanced Administration training course.
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Key Features of this UCCE Advanced Administration Training:
- Cisco Authorized course content
- Authorized Cisco instructor
- Eligible for Cisco Learning Credit (CLC) redemption
- Attend in-class, online or bring the course to your facility
- Expansive course catalogue to go deeper into Cisco or broaden you skills beyond
You Will Learn How To:
Upon completing this course, the learner will be able to meet these overall objectives:
- Understand CCE solutions, architecture, solution options, deployment models, integrated features and call flow options.
- Apply advanced scripting principles using the expression editor and custom functions and implement silent monitoring and recording.
- Understand Cisco Finesse administration and how to set up reason/wrap-up codes, desktop layout, custom variables, and workflow applications and implement Finesse IP Phone Agent.
- Understand and implement VoiceXML applications and configure access to an external database via the VXML Server.
- Understand the concepts behind translation routing to include when, why, and how to implement translation routing in a Cisco Unified CCE or traditional ICM environment.
- Implement Cisco Unified CCE Options including Cisco Outbound dialing, Courtesy Callback, Agent Greeting/Whisper announcements, and Mobile Agent.
- Understand advanced CUIC reporting concepts including administration, importing reports, and custom reporting.
Choose the Training Solution That Best Fits Your Individual Needs or Organizational Goals
LIVE, INSTRUCTOR-LED
In Class & Live, Online Training
- 5-day instructor-led training course
- Authorized Cisco Training Provider
- Pay later by invoice -OR- at the time of checkout by credit card
- Attend virtually from your home or office
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
Customize Your Team Training Experience
CONTACT USSave 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.
In Class & Live, Online Training
Time Zone Legend:
Note: This course runs for 5 Days
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Apr 19 - 23 9:00 AM - 4:30 PM PDT Online (WebEx)
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Jun 14 - 18 9:00 AM - 4:30 PM EDT Online (WebEx)
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Aug 9 - 13 9:00 AM - 4:30 PM CDT Online (WebEx)
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Oct 4 - 8 9:00 AM - 4:30 PM PDT Online (WebEx)
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Nov 29 - Dec 3 9:00 AM - 4:30 PM CST Online (WebEx)
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Guaranteed to Run
When you see the "Guaranteed to Run" icon next to a course event, you can rest assured that your course event — date, time — will run. Guaranteed.Important UCCE Advanced Administration Course Information
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Prerequisites
All students must have their own personal computer or laptop for access to lab systems, WebEx (for WebEx deliveries), and course materials (if electronic materials are used). These computers must conform to these capabilities:
- Windows (preferred), Mac and Linux operating systems supported.
- Access to the internet with speeds greater than 1 Mbps.
- Mozilla Firefox (v45 or better [preferred]) or Internet Explorer 11.
- Must have or the ability to install Cisco AnyConnect VPN software and Cisco IP Communicator.
- Must have the ability to use Remote Desktop Connection for access to lab servers.
- Headsets for audio communications can be helpful.
- Working knowledge of Cisco networking and components such as routers and switches.
- Working knowledge of Microsoft software products such as Microsoft Windows Server deployed in an Active Directory environment.
- Attendance in Cisco Unified CCE Administration classes (AUCCE1 or UCCE-A) or equivalent real world experience. This class will assume the student has a basic working knowledge of Cisco Unified CCE and its administration.
UCCE Advanced 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 Overview
Lesson 1: Presenting Cisco Unified Contact Center Enterprise
Lesson 2: Cisco Unified CCE Core Components
Lesson 3: Cisco Unified CCE Options
Lesson 4: Basic Call Flow Models
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Module 2: Implementing Business Rules
Lesson 1: Advanced Scripting and Routing
Lesson 2: ICM Scripting Variables, Expressions, Formulas and Functions
Lesson 3: Silent Monitoring and Recording
Lesson 4: Advanced CVP Configurations
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Module 3: Using Finesse Administration
Lesson 1: Finesse Overview
Lesson 2: Finesse Administration
Lesson 3: Finesse IP Phone Agent
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Module 4: Using CVP VoiceXML Applications
Lesson 1: Basic VoiceXML Functionality
Lesson 2: Using Call Studio
Lesson 3: ICM Scripting for VoiceXML Applications
Lesson 4: Accessing an External Database
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Module 5: Translation Routing
Lesson 1: Traditional Translation Routing
Lesson 2: Translation Routing to CVP
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Module 6: Configuring Cisco Unified CCE Options
Lesson 1: Cisco Outbound Option
Lesson 2: Courtesy Callback
Lesson 3: Agent Greeting/Whisper Announcements
Lesson 4: Mobile Agent
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Module 7: CUIC Reporting for the Advanced User
Lesson 1: CUIC Overview
Lesson 2: CUIC Administration
Lesson 3: Importing and Using CVP Reports
Lesson 4: Custom Reporting
Team Training
UCCE Advanced Administration Training FAQs
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How do I redeem my Cisco Learning Credits (CLCs) for this UCCE Advanced 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.
Related Cisco Contact Center Training
Cisco Unified Contact Center Enterprise Administration (UCCE-A v11.5) Cisco Unified Contact Center Enterprise Deployment (UCCE-D v11.5) Training
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