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Cisco Unified Contact Center Enterprise Administration (UCCE-A)

COURSE TYPE

Intermediate

Course Number

2822

Duration

5 Days
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Administering Cisco Unified Contact Center Enterprise, Part 1 (AUCCE1) is a 5 day instructor-led course presented by training partners to system engineers and customers who will be involved with "Day 2" support of a UCCE solution deployed in a CVP comprehensive environment. This course describes the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound/outbound UCCE environment. This course is intended for those administering the solution, or who may be responsible for Level 1-2 support of the solution.

You Will Learn How To

  • Identify the basic components and operations of the Unified CCE solution.
  • Configure and script a basic UCCE CVP deployment.
  • Perform the ICM configuration tasks required to support basic agent functionality.
  • Build and test a basic ICM script utilizing microapps.
  • Configure and script UCCE to support reporting requirements, precision queuing and RONA.
  • Deploy the CVP VXML component in a Unified CCE solution successfully. Generate basic reports using Cisco Unified IC.

Important Course Information

Requirements:

  • Basic knowledge of Microsoft software such as, Windows Active Directory, Windows Server, SQL Server and other Microsoft client operating systems is helpful but not required
  • Basic knowledge of Cisco networking components such as routers and switches is helpful but not required
  • Working knowledge of Unified Communications Manager and Voice Gateways
  • Basic understanding of contact center operations
  • To participate in the hands-on labs in this class, you need to bring a laptop computer with the following:
    • Windows 7 or 8.1 or 10 is recommended. Mac OSX 10.6 or greater is supported as well.
    • Intel Celeron or better processors are preferred.
    • 1 GB or more of RAM
    • Browser Requirements: Internet Explorer 10 or greater or Mozilla Firefox. (Safari and Mozilla Firefox for Mac OSX)
      Note: Our labs currently cannot run on Microsoft Edge (Windows 10) due to it not supporting Extensions/Add-ons or Google Chrome due to Java being removed from the platform itself.
    • All students are required to have administrator rights to their PCs and cannot be logged in to a domain using any Group Policies that will limit their machine's capabilities.
    • If you do not have administrator rights to your PC, you at least need permissions to download, install, and run Cisco Any Connect Client and Java.
    • If you are participating in a WebEx event, it is highly recommended to take this class at a location that has bandwidth speeds at a minimum of 1 Mbps bandwidth speeds.
    • All PCs require the latest Java Runtime Environment, which can be downloaded from www.java.com.

Redeem Your Cisco Learning Credits (CLCs):

Course Outline

  • Course Introduction
  • Overview
    • Learner Prerequisite Skills and Knowledge
  • Course Goal and Objectives
  • Course Flow
  • Additional References
  • Your Training Curriculum
  • Module 1: Cisco Unified Contact Center Enterprise v10 Foundations

Lesson 1: Introducing UCCE

Lesson 2: Unified CCE Components and Architecture

Lesson 3: UCCE Terms, Routing and Additional Components

Lesson 4: Accessing UCCE Tools

  • Module 2: UCCE Configuration and Scripting

Lesson 1: Configuration Manager

Lesson 2: Script Editor Overview

Lesson 3: Scripting for CVP

  • Module 3: Unified CCE Inbound Agent Considerations

Lesson 1: CTI Options Overview

Lesson 2: Configuring ICM for Agent Functionality

Lesson 3: Configuring UCM for Agent Functionality

Lesson 4: Scripting ICM for Agent Functionality

  • Module 4: Unified CCE IVR/VRU Functionality

Lesson 1: Basic IVR Scripting with Microapps

Lesson 2: ICM Microapps

Lesson 3: Cisco Unified ICM Enterprise Scripting Using Microapplications

  • Module 5: Additional UCCE Considerations

Lesson 1: ICM Considerations for Reporting and Monitoring

Lesson 2: Precision Routing

Lesson 3: RONA

  • Module 6: VXML Implementation

Lesson 1: Basic VXML Functionality

Lesson 2: Installing and Configuring VXML

  • Module 7: Cisco Unified Intelligence Center Reporting

Lesson 1: Cisco Unified IC Overview

Lesson 2: Cisco CUIC Reporting

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Exclusive Private Team Training Course

Enhance your team's effectiveness and boost productivity with this course, delivered privately to your organization or to any preferred location, including options for hybrid or all-virtual delivery via AnyWare.

This training course could be customized, and combined with other courses, to meet the specific needs of your team's training.

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Attendee Benefits

After-Course Instructor Coaching
When you return to work, you are entitled to schedule a free coaching session with your instructor for help and guidance as you apply your new skills.

Free Course Exam
You can take your Learning Tree course exam on the last day of your course or online any time after class.

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