Hone your Skills with AUCCE2-Administering Cisco Unified Contact Center Enterprise, Part 2 v2.0 Course

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AUCCE2-Administering Cisco Unified Contact Center Enterprise, Part 2 v2.0 Course Overview

The AUCCE2-Administering Cisco Unified Contact Center Enterprise, Part 2 v2.0 certification is an IT qualification focused on the advanced administration aspects of the Cisco Unified Contact Center Enterprise (CCE) solutions. The certification primarily covers configuration tasks, routing schemes, CCE scripting, and troubleshooting techniques. It is used widely across the IT and telecom industry for integrating and managing large-scale client interaction solutions. Industries use this certification to validate a professional's expertise in handling, administering, and resolving issues in unified communications and contact center networks, enhancing customer experience management and operational efficiency. It's a globally accepted benchmark of advanced knowledge and skills in the Cisco Unified CCE environment.


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You will learn:

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
  • Introducing UCCE
  • Unified CCE Architecture and Components
  • UCCE Terms, Routing and Additional Components
  • Accessing UCCE Tools
  • Configuration Manager and Script Editor Review
  • CTI Review
  • Agent Skill Review
  • Microapps and Media File Review
  • Precision Routing Review
  • Transfers and RONA Review
  • Mobile Agent
  • Advanced Scripting and Routing
  • ICM Scripting Variables, Expressions, Formulas and Functions
  • Creating an Administrative Script for Time of Day Routing
  • Creating Feature Control Sets and Users
  • Silent Monitoring and Recording
  • Basic VXML Functionality
  • Installing and Configuring VXML Solution
  • Basic VXML SQL Database Lookup
  • Exploring Courtesy Callback
  • Agent Greeting
  • Outbound Option
  • Configuring Outbound Option for Agent and IVR Campaigns
  • Supporting UCCE
  • Diagnostic Framework Suite
  • UCCE Support
  • Tracking an Agent Call Through the Database
  • Overview of the AUCCE2 Lab Environment
  • Explore Voice Gateway
  • Explore CVP and ICM Servers
  • Administering ICM Dialed Numbers and Call Types
  • Media Files and Variables in ICM Scripts
  • Basic IVR Scripting with Microapps
  • Configure ICM for Agent and Skill Group Functionality
  • Configure UCM for Agent Functionality
  • Install CTIOS Agent Desktop (Optional)
  • Scripting for Skill Groups and Queuing
  • Configuring Precision Routing
  • RONA
  • CTI Route Points for UCCE Calls and Transfers
  • Configure Agent Transfers via Dialed Number Plan
  • Configure Calls Using SIP with Proxy (Optional)
  • Implement Administrative Scripts
  • Feature Control Sets and Users
  • VXML Server Configuration and Call Studio Installation
  • Create and Deploy a Cisco Unified Call Studio Project
  • Integrate VXML Applications with ICM Script
  • SQL DB Lookup Functionality for VXML
  • Implement Cisco Courtesy Callback
  • Agent Greeting
  • Basic Outbound Agent Campaign (SIP Dialer)
  • IVR Campaign (Challenge Lab)
  • Using Troubleshooting Tools
  • Track a call thru RCD/TCD Records
  • Instructor Break/Fix Lab
Live Online Training (Duration : 40 Hours) Fee On Request
We Offer :
  • 1-on-1 Public - Select your own start date. Other students can be merged.
  • 1-on-1 Private - Select your own start date. You will be the only student in the class.

4 Hours
8 Hours
Week Days

Start Time : At any time

12 AM
12 PM

1-On-1 Training is Guaranteed to Run (GTR)
Group Training
02 - 06 Oct
09:00 AM - 05:00 PM CST
(8 Hours/Day)
06 - 10 Nov
09:00 AM - 05:00 PM CST
(8 Hours/Day)
Course Prerequisites
- Familiarity with Cisco Unified Communications Solutions
- Basic knowledge of networking protocols
- Experience in administering Voice over Internet Protocol (VoIP)
- Understanding of Cisco Unified Customer Voice Portal (CVP)
- Proficiency in managing Cisco Unified Intelligence Center (CUIC)
- Cisco Certified Network Associate (CCNA) certification is a plus.

AUCCE2-Administering Cisco Unified Contact Center Enterprise, Part 2 v2.0 Certification Training Overview

AUCCE2-Administering Cisco Unified Contact Center Enterprise, Part 2 v2.0 is an advanced-level certification training that builds on the knowledge acquired in the AUCCE1 course. It focuses on the administration, understanding and monitoring of a Cisco Unified Contact Center Enterprise solution. Topics covered include configuration, script editing, agent and supervisor desktops, outbound dialer, troubleshooting, reporting, and Cisco Unified Intelligence Center (CUIC). This course is essential for systems engineers, customers involved in Cisco solutions and partners who use UCCE solution roles.

Why Should You Learn AUCCE2-Administering Cisco Unified Contact Center Enterprise, Part 2 v2.0?

Learning the AUCCE2-Administering Cisco Unified Contact Center Enterprise, Part 2 v2.0 course provides a deep understanding of the Cisco Unified CCE v12.x solution. It equips students with the skills to implement, troubleshoot, and maintain the solution, increasing employability in tech-centered industries. Additionally, this knowledge enhances the ability to improve company communication and customer service efficiency.

Target Audience for AUCCE2-Administering Cisco Unified Contact Center Enterprise, Part 2 v2.0 Certification Training

- IT professionals working in a Cisco Unified Contact Center environment
- Technical support staff handling and managing Cisco systems
- Network and system administrators dealing with Cisco Enterprise Solutions
- IT managers and team leaders overseeing Cisco Unified Communications infrastructure
- Contact center engineers, supervisors, and managers planning to improve their skills in Cisco Unified Contact Center Enterprise system
- Anyone aiming for Cisco certification exams related to contact center technologies.

Why Choose Koenig for AUCCE2-Administering Cisco Unified Contact Center Enterprise, Part 2 v2.0 Certification Training?

- Access to a certified instructor with expertise in AUCCE2-Administering Cisco Unified Contact Center Enterprise, Part 2 v2.0.
- Opportunity to boost your career with a specialized course from a top training institute.
- Customized training programs tailored to individual learning requirements.
- Destination training, offering a unique, immersive learning experience.
- Affordable pricing that provides value for money.
- Flexible dates to suit individual schedules, making the learning journey convenient.
- Instructor-led online training providing a comprehensive and interactive learning environment.
- A wide range of courses available to cater to diverse learning needs.
- Accredited training that ensures quality and reliability.
- Enhances your career prospects in the IT sector by adding value to your skill set.

AUCCE2-Administering Cisco Unified Contact Center Enterprise, Part 2 v2.0 Skills Measured

Upon completing AUCCE2-Administering Cisco Unified Contact Center Enterprise, Part 2 v2.0 certification training, an individual can gain crucial skills in administering the Cisco Unified Contact Center Enterprise system. These involve skills in system setup, configuration protocols, Agent and Supervisor desktop configurations, routing to the resource with Precision Routing Distributor, implementing the Cisco Finesse, and troubleshooting. Differences between mobility and comprehensive configurations and understanding of scripting and trace reading for various routing scenarios are also covered.

Top Companies Hiring AUCCE2-Administering Cisco Unified Contact Center Enterprise, Part 2 v2.0 Certified Professionals

Top companies like IBM, Accenture, Cisco Systems Inc., Booz Allen Hamilton, and DXC Technology are hiring professionals with the AUCCE2 - Administering Cisco Unified Contact Center Enterprise, Part 2 v2.0 certification. They hunt for candidates with these credentials for roles such as network administrators, system engineers, and IT support specialists.

Learning Objectives - What you will Learn in this AUCCE2-Administering Cisco Unified Contact Center Enterprise, Part 2 v2.0 Course?

The primary objectives of the AUCCE2-Administering Cisco Unified Contact Center Enterprise, Part 2 v2.0 course are to equip learners with an in-depth understanding of the Cisco Unified Contact Center Enterprise system and its components, management, and troubleshooting techniques. By the end of the course, learners should be able to administer and manage the Cisco Unified Contact Center Enterprise system effectively, handle scripting for routing and agent desktop display, comprehend precision routing, handle system traffic and reporting, and troubleshoot common issues. Additionally, learners will gain skills in utilizing configuration tools for agent, skill group velocity, and UCCE v2.0 features, ensuring optimal performance and efficiency of the contact center.
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