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Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2) is a 5 day instructor-led course for system engineers and customers who will be involved with "Day 2" 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 of the solution. The AUCCE1 course or equivalent prior experience is a prerequisite for attending this course.
Lesson 1: Introducing UCCE
Lesson 2: Unified CCE Architecture and Components
Lesson 3: UCCE Terms, Routing and Additional Components
Lesson 4: Accessing UCCE Tools
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
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
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
Lesson 1: Outbound Option
Lesson 2: Configuring Outbound Option for Agent and IVR Campaigns
Lesson 1: Supporting UCCE
Lesson 2: Diagnostic Framework Suite
Lesson 3: UCCE Support
Lesson 4: Tracking an Agent Call Through the Database
Enhance your team's effectiveness and boost productivity with this course, delivered privately to your organization or to any preferred location, including options for hybrid or all-virtual delivery via AnyWare.
This training course could be customized, and combined with other courses, to meet the specific needs of your team's training.
After-Course Instructor Coaching
When you return to work, you are entitled to schedule a free coaching session with your instructor for help and guidance as you apply your new skills.
Free Course Exam
You can take your Learning Tree course exam on the last day of your course or online any time after class.