Cisco Unified Contact Center Enterprise Advanced Administration (UCCE-AA v11.5) Training

Level: Advanced

This Cisco UCCE Cisco Advanced Administration (UCCE-AA) course is a 5-day instructor-led course that helps prepare learners to implement more advanced functions and options in the Cisco Unified CCE environment. This course will provide the student a more comprehensive look at complex topics such as advanced routing techniques, Cisco Finesse Administration, using VoiceXML applications, accessing an external database, and translation routing. This Cisco Unified Contact Center Enterprise Advanced Administration course will also provide students with the capability of implementing Cisco Options such as the Cisco Outbound Option, Courtesy Callback, and Agent Greetings and Whisper announcements. And finally, the student will learn about advanced reporting topics such as advanced administration, importing reports, and custom reporting.

Redeem your Cisco Learning Credits (CLCs) for this Cisco UCCE Advanced Administration training course.

Key Features of this UCCE Advanced Administration Training:

  • Cisco Authorized course content
  • Authorized Cisco instructor
  • Eligible for Cisco Learning Credit (CLC) redemption
  • Attend in-class, online or bring the course to your facility
  • Expansive course catalog to go deeper into Cisco or broaden you skills beyond

You Will Learn How To:

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

  • Understand CCE solutions, architecture, solution options, deployment models, integrated features and call flow options.
  • Apply advanced scripting principles using the expression editor and custom functions and implement silent monitoring and recording.
  • Understand Cisco Finesse administration and how to set up reason/wrap-up codes, desktop layout, custom variables, and workflow applications and implement Finesse IP Phone Agent.
  • Understand and implement VoiceXML applications and configure access to an external database via the VXML Server.
  • Understand the concepts behind translation routing to include when, why, and how to implement translation routing in a Cisco Unified CCE or traditional ICM environment.
  • Implement Cisco Unified CCE Options including Cisco Outbound dialing, Courtesy Callback, Agent Greeting/Whisper announcements, and Mobile Agent.
  • Understand advanced CUIC reporting concepts including administration, importing reports, and custom reporting.

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LIVE, INSTRUCTOR-LED

In Class & Live, Online Training

  • 5-day instructor-led training course
  • Authorized Cisco Training Provider
  • Pay later by invoice -OR- at the time of checkout by credit card
  • Attend virtually from your home or office
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Government $3955

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Note: This course runs for 5 Days

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Important UCCE Advanced Administration Course Information

  • 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 to 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.
    • Working knowledge of Cisco networking and components such as routers and switches.
    • Working knowledge of Microsoft software products such as Microsoft Windows Server deployed in an Active Directory environment.
    • Attendance in Cisco Unified CCE Administration classes (AUCCE1 or UCCE-A) or equivalent real world experience. This class will assume the student has a basic working knowledge of Cisco Unified CCE and its administration.

UCCE Advanced Administration 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 Overview

    Lesson 1: Presenting Cisco Unified Contact Center Enterprise

    Lesson 2: Cisco Unified CCE Core Components

    Lesson 3: Cisco Unified CCE Options

    Lesson 4: Basic Call Flow Models

  • Module 2: Implementing Business Rules

    Lesson 1: Advanced Scripting and Routing

    Lesson 2: ICM Scripting Variables, Expressions, Formulas and Functions

    Lesson 3: Silent Monitoring and Recording

    Lesson 4: Advanced CVP Configurations

  • Module 3: Using Finesse Administration

    Lesson 1: Finesse Overview

    Lesson 2: Finesse Administration

    Lesson 3: Finesse IP Phone Agent

  • Module 4: Using CVP VoiceXML Applications

    Lesson 1: Basic VoiceXML Functionality

    Lesson 2: Using Call Studio

    Lesson 3: ICM Scripting for VoiceXML Applications

    Lesson 4: Accessing an External Database

  • Module 5: Translation Routing

    Lesson 1: Traditional Translation Routing

    Lesson 2: Translation Routing to CVP

  • Module 6: Configuring Cisco Unified CCE Options

    Lesson 1: Cisco Outbound Option

    Lesson 2: Courtesy Callback

    Lesson 3: Agent Greeting/Whisper Announcements

    Lesson 4: Mobile Agent

  • Module 7: CUIC Reporting for the Advanced User

    Lesson 1: CUIC Overview

    Lesson 2: CUIC Administration

    Lesson 3: Importing and Using CVP Reports

    Lesson 4: Custom Reporting

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UCCE Advanced Administration Training FAQs

  • How do I redeem my Cisco Learning Credits (CLCs) for this UCCE Advanced Administration course?

    During your checkout of the course, make sure to select Credits & Vouchers within the payment method. Highlight and click CLC and enter the sales order number that you were issued by Cisco.

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