Administering Cisco Unified Contact Center Enterprise Part 2
Course code
CI-AUCCE2
Duration
5 Days, 40 Acad. Hours
Course Overview
Objectives
Prerequisites
Course Outline
Course Overview
This is a 5 day instructor-led course for system engineers and customers who will be involved with “Day2” 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.
Objectives
After attending 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
- 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
Prerequisites
Attendees should meet the following prerequisites:
- Attendance of AUCCE Part 1 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
Recommended prerequisites:
- AUCCE1 – Administering Cisco Unified Contact Center Enterprise Part 1
Course Outline
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
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
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
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
UCCE Outbound Option
- Lesson 1: Outbound Option
- Lesson 2: Configuring Outbound Option for Agent and IVR Campaigns
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
Request the training
Administering Cisco Unified Contact Center Enterprise Part 2
Course code:
CI-AUCCE2
Duration:
5 Days, 40 Acad. Hours
