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Cisco Unified Contact Center Enterprise Advanced Administration (UCCE-AA)

COURSE TYPE

Advanced

Course Number

2823

Duration

5 Days
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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.

You Will Learn How To

  • Identify the basic components and operations of the Unified CCE solution.
  • Configure and script a basic UCCE CVP deployment.
  • Implement business rules as they apply to scripting and routing in Unified CM.
  • Install a basic CCE VXML Solution
  • Install, configure and run a CCE Outbound Option Campaign.
  • Describe how to support CCE.

Important Course Information

Requirements:

  • Attendance in AUCCE Part 1 (AUCCE1) or equivalent real world experience is a requirement to attend this course.
  • Working knowledge of Unified Communications Manager and Voice Gateways would be very helpful.
  • 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 Architecture and Components

Lesson 3: UCCE Terms, Routing and Additional Components

Lesson 4: Accessing UCCE Tools

  • Module 2: CCE Configuration and Scripting Review

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

  • Module 3: Implementing Business Rules

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

  • Module 4: CCE VXML Solution

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

  • Module 5: UCCE Outbound Option

Lesson 1: Outbound Option

Lesson 2: Configuring Outbound Option for Agent and IVR Campaigns

  • Module 6: CCE Support Considerations

Lesson 1: Supporting UCCE

Lesson 2: Diagnostic Framework Suite

Lesson 3: UCCE Support

Lesson 4: Tracking an Agent Call Through the Database

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Exclusive Private Team Training Course

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.

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Attendee Benefits

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.

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