The Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE1) v2.0 is a 5 day instructor-led course presented by training partners to system engineers and customers who will be involved with Day 2 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. This course is intended for those administering the solution, or who may be responsible for Level 1-2 support of the solution.

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* Actual course outline may vary depending on offering center. Contact your sales representative for more information.

Learning Objectives

Course Objectives
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.
Identify how to successfully deploy the CVP VXML component in a Unified CCE solution.
Generate basic reports using Cisco Unified IC.

1

  • COURSE OUTLINE

  • Module 1: Cisco Unified Contact Center Enterprise v10 Foundations

    Module 2: UCCE Configuration and Scripting

    Module 3: Unified CCE Inbound Agent Considerations

    Module 4: Unified CCE IVR/VRU Functionality

    Module 5: Additional UCCE Considerations

    Module 6: VXML Implementation

    Module 7: Cisco Unified Intelligence Center Reporting

Audience

Channel Partner/Reseller Customer Employee

Language

English

Prerequisites

$4,500

Length: 5.0 days (40 hours)

Level:

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