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Cisco Unified Contact Center Enterprise Advanced Administration (UCCE-AA) 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 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.
Upon completing this course, the learner will be able to meet these overall objectives:
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:
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
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
Lesson 1: Finesse Overview
Lesson 2: Finesse Administration
Lesson 3: Finesse IP Phone Agent
Lesson 1: Basic VoiceXML Functionality
Lesson 2: Using Call Studio
Lesson 3: ICM Scripting for VoiceXML Applications
Lesson 4: Accessing an External Database
Lesson 1: Traditional Translation Routing
Lesson 2: Translation Routing to CVP
Lesson 1: Cisco Outbound Option
Lesson 2: Courtesy Callback
Lesson 3: Agent Greeting/Whisper Announcements
Lesson 4: Mobile Agent
Lesson 1: CUIC Overview
Lesson 2: CUIC Administration
Lesson 3: Importing and Using CVP Reports
Lesson 4: Custom Reporting
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.
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.