Administering Cisco Unified Contact Center Enterprise Part 1

Course code

CI-AUCCE1

Duration

5 Days, 40 Acad. Hours

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Course Overview

Objectives

Prerequisites

Course Outline

Course Overview

This 5 day instructor-led course is designed for system engineers and customers involved with the 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.

Objectives

After completing this course you should be able 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

Prerequisites

Attendees should meet the following prerequisites:

Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, switch) is helpful but not required
Working knowledge of a Windows computer including a mouse and the simultaneous use of the Alt-Tab keys is required
Working knowledge of Unified Communications Manager and Voice Gateways
Basic understanding of contact center operations

Course Outline

Cisco Unified Contact Center Enterprise v10 Foundations

Introducing UCCE
Unified CCE Components and Architecture
UCCE Terms, Routing and Additional Components
Accessing UCCE Tools

UCCE Configuration and Scripting

Configuration Manager
Script Editor Overview
Scripting for CVP

Unified CCE Inbound Agent Considerations

CTI Options Overview
Configuring ICM for Agent Functionality
Configuring UCM for Agent Functionality
Scripting ICM for Agent Functionality

Unified CCE IVR/VRU Functionality

Basic IVR Scripting with Microapps
ICM Microapps
Cisco Unified ICM Enterprise Scripting Using Microapplications

Additional UCCE Considerations

ICM Considerations for Reporting and Monitoring
Precision Routing
RONA

VXML Implementation

Basic VXML Functionality
Installing and Configuring VXML

Cisco Unified Intelligence Center Reporting

Cisco Unified IC Overview
Cisco CUIC Reporting

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Administering Cisco Unified Contact Center Enterprise Part 1

Course code:

CI-AUCCE1

Duration:

5 Days, 40 Acad. Hours

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