AUCCE1 -Administering Cisco Unified Contact Center Enterprise Part 1

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. Test your current knowledge Qubits42

AUCCE1 -Administering Cisco Unified Contact Center Enterprise Part 1 (Duration : 40 Hours) Download Course Contents

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Course Modules

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
  • Introducing UCCE
  • Unified CCE Components and Architecture
  • UCCE Terms, Routing and Additional Components
  • Accessing UCCE Tools
Module 2: UCCE Configuration and Scripting
  • Configuration Manager
  • Script Editor Overview
  • Scripting for CVP
Module 3: Unified CCE Inbound Agent Considerations
  • CTI Options Overview
  • Configuring ICM for Agent Functionality
  • Configuring UCM for Agent Functionality
  • Scripting ICM for Agent Functionality
Module 4: Unified CCE IVR/VRU Functionality
  • Basic IVR Scripting with MicroApps
  • ICM MicroApps
  • Cisco Unified ICM Enterprise Scripting Using MicroApplications
Module 5: Additional UCCE Considerations
  • ICM Considerations for Reporting and Monitoring
  • Precision Routing
  • RONA
Module 6: VXML Implementation
  • Basic VXML Functionality
  • Installing and Configuring VXML
Module 7: Cisco Unified Intelligence Center Reporting
  • Cisco Unified IC Overview
  • Cisco CUIC Reporting
Module 8: Labs
  • Overview of the UCCE Lab Environment
  • Explore your Voice Gateway (Ingress/VXML)
  • Explore CVP and ICM Servers
  • Tools and Utilities for administering ICM Dialled Numbers and Call Types
  • Prepare a simple script
  • Use ICM Tools for ICM Scripts
  • Configure ICM for Basic Agent and Skill Group Functionality
  • Configure UCM for Agent Functionality
  • Install CTIOS Agent Desktop
  • Testing Basic Skill Group functionality in an ICM Script
  • Media Files and Variable in ICM Scripting
  • Basic IVR Scripting with MicroApps
  • Configuring CCE for Monitoring, Reporting
  • Configuring Precision Routing
  • RONA
  • Implement Administrative Scripts
  • Configure Calls using SIP with Proxy
  • CTI Route Point Initiated Calls
  • Contact Center Management Portal (CCMP) **Optional**
  • VXML Server Configuration and Call Studio Installation
  • Create and Deploy a Cisco Unified Call Studio Project
  • Integrate VXML Application with an ICM Script
  • 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