AUCCE2 -Administering Cisco Unified Contact Center Enterprise Part 2

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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