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

COURSE TYPE

Advanced

Course Number

2823

Duration

5 Days
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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.

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.

Important 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.

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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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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