Preferred method of contact:

Administering Cisco Unified Contact Center Enterprise, Part 1 (AUCCE1 V10.0)

COURSE TYPE

Intermediate

Course Number

2822

Duration

5 Days

PDF Add to WishList

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

Show complete outline
Show Less

Convenient Ways to Attend This Instructor-Led Course

Delivered by a a Cisco Certified Partner

Hassle-Free Enrollment: No advance payment required to reserve your seat.
Tuition due 30 days after you attend your course.

In the Classroom

Live, Online

Private Team Training

In the Classroom — OR — Live, Online

Tuition — Standard: $4195   Government: $3775

Sep 25 - 29 (5 Days)
9:00 AM - 4:30 PM CDT
Online (WebEx) Online (WebEx) Reserve Your Seat

How would you like to attend?

Live, Online

Oct 16 - 20 (5 Days)
9:00 AM - 4:30 PM EDT
Columbia, MD Columbia, MD Reserve Your Seat

How would you like to attend?

In-Class

Oct 16 - 20 (5 Days)
9:00 AM - 4:30 PM PDT
Glendale, CA Glendale, CA Reserve Your Seat

How would you like to attend?

In-Class

Oct 23 - 27 (5 Days)
9:00 AM - 4:30 PM PDT
Seattle, WA Seattle, WA Reserve Your Seat

How would you like to attend?

In-Class

Oct 23 - 27 (5 Days)
9:00 AM - 4:30 PM CDT
Online (WebEx) Online (WebEx) Reserve Your Seat

How would you like to attend?

Live, Online

Nov 6 - 10 (5 Days)
9:00 AM - 4:30 PM PST
Portland, OR Portland, OR Reserve Your Seat

How would you like to attend?

In-Class

Nov 13 - 17 (5 Days)
9:00 AM - 4:30 PM PST
Campbell, CA Campbell, CA Reserve Your Seat

How would you like to attend?

In-Class

Nov 27 - Dec 1 (5 Days)
9:00 AM - 4:30 PM CST
Online (WebEx) Online (WebEx) Reserve Your Seat

How would you like to attend?

Live, Online

Guaranteed to Run

Show all dates
Show fewer dates

Private Team Training

Enrolling at least 3 people in this course? Consider bringing this (or any course that can be custom designed) to your preferred location as a private team training.

For details, call 1-888-843-8733 or Click Here »

Tuition

Standard

Government

In Classroom or
Online

Standard

$4195

Government

$3775

Private Team Training

Contact Us »

Training Hours

Training hours vary depending on the time zone in which your course is scheduled.  

- ,

Prev
Next
Chat Now

Please Choose a Language

Canada - English

Canada - Français