Administering Cisco Unified Contact Center Enterprise Part 1

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

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