AUCCE1 -Administering Cisco Unified Contact CenterEnterprise, Part 1/500-450


AUCCE1 -Administering Cisco Unified Contact CenterEnterprise, Part 1 Certification Training Course Overview

AUCCE1 -Administering Cisco Unified Contact Center Enterprise, Part 1 5 days training course is intended for system engineers and customers involved with the support of a UCCE solution deployed in a CVP comprehensive environment. This course explores the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound/outbound UCCE environment.

Audience:
  • This course is designed for those individuals who are administering a UCEE solution, or responsible for Level 1-2 support.
This course prepares you for Exam 500-450.

AUCCE1 -Administering Cisco Unified Contact CenterEnterprise, Part 1 (40 Hours) Download Course Contents

Instructor - Led Online Training Fee For Both Group Training & 1-on-1 Training 1700
Group Training

07,08,09,10,11 Jun
09:00 AM - 05:00 PM CST
(8 Hours/Day)

18,24,25 Apr,02 May GTR
09:00 AM - 05:00 PM CST
(8 Hours/Day)

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8 Hours
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Course Modules

  • 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
  • Labs
  • Lab 1-1: Overview of the UCCE Lab Environment
  • Lab 1-2: Explore your Voice Gateway (Ingress/VXML)
  • Lab 1-3: Explore CVP and ICM Servers
  • Lab 2-1: Tools and Utilities for administering ICM Dialled Numbers and Call Types
  • Lab 2-2: Prepare a simple script
  • Lab 2-3: Use ICM Tools for ICM Scripts
  • Lab 3-1: Configure ICM for Basic Agent and Skill Group Functionality
  • Lab 3-2: Configure UCM for Agent Functionality
  • Lab 3-3: Install CTIOS Agent Desktop
  • Lab 3-4: Testing Basic Skill Group functionality in an ICM Script
  • Lab 4-1: Media Files and Variable in ICM Scripting
  • Lab 4-2: Basic IVR Scripting with MicroApps
  • Lab 5-1: Configuring CCE for Monitoring, Reporting
  • Lab 5-2: Configuring Precision Routing
  • Lab 5-3: RONA
  • Lab 5-4: Implement Administrative Scripts
  • Lab 5-5: Configure Calls using SIP with Proxy
  • Lab 5-6: CTI Route Point Initiated Calls
  • Lab 5-7: Contact Center Management Portal (CCMP) **Optional**
  • Lab 6-1: VXML Server Configuration and Call Studio Installation
  • Lab 6-2: Create and Deploy a Cisco Unified Call Studio Project
  • Lab 6-3: Integrate VXML Application with an ICM Script
  • Lab 7-1: CUIC Reports and Dashboards

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Course Prerequisites

  • Basic understanding of networking (Windows A/D, SQL) and components (servers, routers, switch)
  • Well understanding of Unified Communications Manager and Voice Gateways
  • Basic understanding of contact center operations


After completion of this course; you will be able to:

  • Troubleshoot the basic components and operations of the Unified CCE solution
  • Configure & script a basic UCCE CVP deployment
  • Perform the ICM configuration tasks required to support basic agent functionality
  • Build & test a basic ICM script utilizing microapps
  • Configure & 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