AUCCE2 -Administering Cisco Unified Contact Center Enterprise Part 2

AUCCE2-Administering Cisco Unified Contact Center Enterprise, Part 2 Certification Training Course Overview

AUCCE2-Administering Cisco Unified Contact Center Enterprise, Part 2 course is a 5 day training program for system engineers and customers who will be engaged with "Day2" support of a UCCE solution deployed in a CVP comprehensive environment. During the class, students will learn the understanding of the requirements, resources and tools required to perform complex adds, moves and changes in the inbound/outbound UCCE environment. This course is proposed for those performing advanced administration of the solution, or who may be responsible for Level 2-3 support.

This course prepares you for Exam 500-450.

AUCCE2 -Administering Cisco Unified Contact Center Enterprise Part 2 (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 Architecture and Components
  • UCCE Terms, Routing and Additional Components
  • Accessing UCCE Tools
Module 2: CCE Configuration and Scripting Review
  • 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
Module 3: Implementing Business Rules
  • 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
Module 4: CCE VXML Solution
  • Basic VXML Functionality
  • Installing and Configuring VXML Solution
  • Basic VXML SQL Database Lookup
  • Exploring Courtesy Callback
  • Agent Greeting
Module 5: UCCE Outbound Option
  • Outbound Option
  • Configuring Outbound Option for Agent and IVR Campaigns
Module 6: CCE Support Considerations
  • Supporting UCCE
  • Diagnostic Framework Suite
  • UCCE Support
  • Tracking an Agent Call Through the Database
Module 7: Labs
  • 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
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Course Prerequisites
  • AUCCE Part 1 or equivalent real world experience is a requirement to attend this course
  • Well understanding of Unified Communications Manager and Voice Gateways

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
  • Execute business rules as they apply to scripting and routing in Unified CM
  • Install a basic CCE VXML Solution
  • Install, configure and run a CCE Outbound Option Campaign
  • Explain how to support CCE