Administering Cisco Unified Contact Center Enterprise Part 1

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£ 2,045 + VAT

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Description

  • Type

    Course

  • Methodology

    Online

This 5 day instructor-led course is designed for system engineers and customers involved with the 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. Target Audience This course is intended for those administering a UCEE solution, or responsible for Level 1-2 support. Learning Objectives After completing this course you should be able to: Identify the basic components and operations of the Unified CCE solutionConfigure and script a basic UCCE CVP deploymentPerform the ICM configuration tasks required to support basic agent functionalityBuild and test a basic ICM script utilizing microappsConfigure and script UCCE to support reporting requirements, precision queuing and RONADeploy the CVP VXML component in a Unified CCE solution successfullyGenerate basic reports using Cisco Unified IC

About this course

Attendees should meet the following prerequisites: Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, switch) is helpful but not requiredWorking knowledge of a Windows computer including a mouse and the simultaneous use of the Alt-Tab keys is requiredWorking knowledge of Unified Communications Manager and Voice GatewaysBasic understanding of contact center operations

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Subjects

  • Cisco

Course programme

Cisco Unified Contact Center Enterprise v10 Foundations

  • Introducing UCCE
  • Unified CCE Components and Architecture
  • UCCE Terms, Routing and Additional Components
  • Accessing UCCE Tools

UCCE Configuration and Scripting

  • Configuration Manager
  • Script Editor Overview
  • Scripting for CVP

Unified CCE Inbound Agent Considerations

  • CTI Options Overview
  • Configuring ICM for Agent Functionality
  • Configuring UCM for Agent Functionality
  • Scripting ICM for Agent Functionality

Unified CCE IVR/VRU Functionality

  • Basic IVR Scripting with Microapps
  • ICM Microapps
  • Cisco Unified ICM Enterprise Scripting Using Microapplications

Additional UCCE Considerations

  • ICM Considerations for Reporting and Monitoring
  • Precision Routing
  • RONA

VXML Implementation

  • Basic VXML Functionality
  • Installing and Configuring VXML

Cisco Unified Intelligence Center Reporting

  • Cisco Unified IC Overview
  • Cisco CUIC Reporting

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Administering Cisco Unified Contact Center Enterprise Part 1

£ 2,045 + VAT

The best Cisco courses

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