Cisco Unified Contact Center Enterprise Advanced Administration v11.5

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UCCE Administration Overview

Course Description

UCCE-A - Cisco Unified Contact Center Enterprise Administration v11.5 is a 5-day instructor-led course that prepares learners to administer the Cisco Unified CCE v11.5 solution. This course will provide the student with the basic knowledge to understand the Cisco Unified CCE deployment solution and requirements for basic ACD and IVR configurations to include using ICM Configuration Manager and associated utilities, setting up agents, providing for basic IVR activities, and using the Cisco Finesse Agent desktop.

This course will also provide knowledge on how to use the ICM Script Editor and associated utilities to implement basic routing techniques, routing for transfers, ring-no-answer conditions, and Precision Routing.

Lastly, this course provides basic overall knowledge on Cisco Unified Intelligence Center deployments and how to use the reporting interface to access, view, and personalize report templates and dashboards.

What You'll Learn

Upon completing this course, the learner will be able to meet these overall objectives:

  • Understand the Cisco Unified CCE solution, architecture, solution options, integrated features, and call flow options.
  • Understand basic principles and configuration requirements for ACD activity in Cisco Unified CM, Cisco Unified CVP, ICM, and how to access and use the Cisco Finesse Agent Desktop.
  • Understand requirements and configurations to implement IVR activity in Cisco Unified CVP.
  • Understand and use administrative features and functions of ICM and implement more complex routing to include Precision Routing, routing from Cisco Unified Communications Manager, and routing in a ring-no-answer condition.
  • Understand basic concepts and terms to access, view, modify reports, and use other reporting functions provided by Cisco Unified Intelligence Center.

Prerequisites

All students must have their own personal computer or laptop for access to lab systems, WebEx (for WebEx deliveries), and course materials (if electronic materials are used). These computers must conform with these capabilities:

  • Windows (preferred), Mac and Linux operating systems supported.
  • Access to the internet with speeds greater than 1 Mbps.
  • Mozilla Firefox (v45 or better [preferred]) or Internet Explorer 11.
  • Must have or the ability to install Cisco AnyConnect VPN software and Cisco IP Communicator.
  • Must have the ability to use Remote Desktop Connection for access to lab servers.
  • Headsets for audio communications can be helpful.

Students should also have:

  • Basic knowledge of Cisco networking and components such as routers and switches.
  • Basic knowledge of Microsoft software products such as Microsoft Windows Server deployed in an Active Directory environment.
  • Basic familiarity with automatic call distribution (ACD) systems and interactive voice response (IVR) systems.

Who Should Attend

The primary audience for this course is as follows:

  • Cisco Unified Communications system channel partners and resellers who are responsible for sales, implementation, or administration of a Cisco Unified Contact Center.
  • System and technical support engineers.
  • Day 1 and Day 2 support personnel.
  • Administrative and reporting personnel.

 

The 1-on-1 Advantage
Methodology
Flexible Dates
  • • Choose Start Date
  • • Reschedule After Booking
  • • Weekend / Evening Option
4-Hour Sessions

You will learn:

Module 1. Cisco Unified Contact Center Enterprise Overview
  • Presenting Cisco Unified Contact Center Enterprise
  • Cisco Unified CCE Core Components
  • Cisco Unified CCE Options
  • Basic Call Flow Models
  • Advanced Scripting and Routing
  • ICM Scripting Variables, Expressions, Formulas, and Functions
  • Silent Monitoring and Recording
  • Advanced CVP Configurations
  • Finesse Overview
  • Finesse Administration
  • Finesse IP Phone Agent
  • Basic VoiceXML Functionality
  • Using Call Studi
  • ICM Scripting for VoiceXML Applications
  • Accessing an External Database
  • Traditional Translation Routing
  • Translation Routing to CVP
  • Cisco Outbound Option
  • Courtesy Callback
  • Agent Greeting/Whisper Announcements
  • Mobile Agent
  • CUIC Overview
  • CUIC Administration
  • Importing and Using CVP Reports
  • Custom Reporting
Live Online Training (Duration : 40 Hours)
Group Training 1750 Per Participant
Online
05 - 09 Sep
09:00 AM - 05:00 PM CST
(8 Hours/Day)
Online
03 - 07 Oct
09:00 AM - 05:00 PM CST
(8 Hours/Day)
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.
2000 + If you accept merging of other students.
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)
Physical Classroom Training with 4 hours /8 hours option is available. Enquire Now!
Ultra-Fast Track

If you can't spare 40 hours. We can offer you an Ultra-Fast Track for 20 hours for only USD 1,600
Enquire Now!

Course Prerequisites

Prerequisites

All students must have their own personal computer or laptop for access to lab systems, WebEx (for WebEx deliveries), and course materials (if electronic materials are used). These computers must conform with these capabilities:

  • Windows (preferred), Mac and Linux operating systems supported.
  • Access to the internet with speeds greater than 1 Mbps.
  • Mozilla Firefox (v45 or better [preferred]) or Internet Explorer 11.
  • Must have or the ability to install Cisco AnyConnect VPN software and Cisco IP Communicator.
  • Must have the ability to use Remote Desktop Connection for access to lab servers.
  • Headsets for audio communications can be helpful.

Students should also have:

  • Basic knowledge of Cisco networking and components such as routers and switches.
  • Basic knowledge of Microsoft software products such as Microsoft Windows Server deployed in an Active Directory environment.
  • Basic familiarity with automatic call distribution (ACD) systems and interactive voice response (IVR) systems.

 

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Add Name and Email Address of participant (If different from you)

FAQ's


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The Fee includes:
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Schedule for Group Training is decided by Koenig. Schedule for 1-on-1 is decided by you.
In 1-on-1 you can select your own schedule, other students can be merged but you select the schedule. Choose 1-on-1 if published schedule do not meet your requirement. If you also want a private session, opt for 1-on-1 Public.
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In both, you choose the schedule. In public, other participants can join, Private other participants want to join.
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