Learn How to Administer Cisco Unified Contact Center Enterprise with AUCCE2 v2.0!

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


The Implementing Cisco Unified Contact Center Enterprise, Part 2 v2.0 course (SUCCESS 2) from Cisco is specifically designed for professional-level network engineers, system engineers, and customer journey designers who plan to deploy, administer and maintain Cisco Unified Contact Center Enterprise (UCCE) solutions.
This course goes in-depth into the UCCE advanced technologies and applications and goes beyond the introductory course—Implementing Cisco Unified Contact Center Enterprise, Part 1 v2.0 course (this course is a prerequisite to SUCCESS 2).
The objectives of this course are to understand and configure the advanced features of the Cisco UCCE solution; gain an understanding of how to develop standard Cisco UCCE agent scripts; build, modify, and publish a simple Cisco agent script; understand how to monitor, troubleshoot, and administer Cisco UCCE solutions; gain an understanding of the purpose, configuration, and operation of the optional Cisco UCCE applications; administer advanced UCCE scripting including scripting elements and their corresponding operations; understand the architecture and components of CVP including its purpose, applicable protocols and operations.
Upon completion of this course, students will be well prepared for successfully completing the Implementing Cisco Unified Contact Center Enterprise v2.0 exam.

This is a Rare Course and it can be take up to 3 weeks to arrange the training.

AUCCE2-Administering Cisco Unified Contact Center Enterprise, Part 2 v2.0
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Get 1on-1 session with our expert trainers at a date & time of your convenience.
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Start your session at a date of your choice-weekend & evening slots included, and reschedule if necessary.
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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) 3300 + If you accept merging of other students. Per Participant & excluding VAT/GST
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
Weekend

Start Time : At any time

12 AM
12 PM

1-On-1 Training is Guaranteed to Run (GTR)
Group Training
Date On Request
Course Prerequisites


This course is an advanced course in the Cisco Unified Contact Center Enterprise (UCCE) architecture. To enroll in this course, you must have any of the following prerequisites:
• Cisco Unified Contact Center Enterprise, Part 1 v2.0 (AUCCE1)
• (or) knowledge equivalent to the AUCCE1 course
• Cisco Certified Network Associate (CCNA) Voice certification
• Technical knowledge of Voice over IP (VoIP)
• Knowledge of basic PSTN concepts
• Experience configuring Unified Communications Manager (CUCM)
• Understanding of customer interaction solutions

Target Audience


The target audience for AUCCE2-Administering Cisco Unified Contact Center Enterprise, Part 2 v2.0 training are individuals who have prior knowledge and experience in implementation, troubleshooting, and maintenance of CCX Enterprise and/or Cloud infrastructures
They should have experience of using Unified Communications Manager and its associated products, including document understanding of routing, quality of service (QoS), network topology, and Voice over IP (VoIP)
In addition to this, the individuals should also have knowledge of the various components of Unified Contact Center Enterprise and their features, installation and provisioning of Cisco Unified Contact Center Express, design, configuration and troubleshooting of CCX Enterprise routing, Call Log Analyzer and Voicemail, Cisco Finesse, Cisco Statistic Manager, IP IVR, and cisco eServices
This training will help them enhance their current skills and design, architect, and implement a Cisco Unified Contact Center Enterprise solution

 

 

Learning Objectives of AUCCE2-Administering Cisco Unified Contact Center Enterprise, Part 2 v2.0


The AUCCE2-Administering Cisco Unified Contact Center Enterprise, Part 2 v2.0 training course enables networking professionals to increase their understanding of, implement, and maintain Cisco Unified Contact Center Enterprise (Unified CCE).The objectives of the training include the ability to configure cluster nodes, integrate with applications, optimize performance, and troubleshoot issues. By the end of the course, students should be able to configure and optimize Session Border controllers, database replication, agent and supervisor features, as well as apply best practices for monitoring and fine tuning the solution. Additional topics including Cisco Finesse, Quality Management, and third party database integration are also covered.

 

 

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