Administering Cisco Unified Contact Center Enterprise Part 2

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Description

  • Type

    Course

  • Methodology

    Online

This is a 5 day instructor-led course for system engineers and customers who will be involved with "Day2" support of a UCCE solution deployed in a CVP comprehensive environment. This course gives the learner an understanding of the requirements, resources and tools required to perform complex adds, moves and changes in the inbound/outbound UCCE environment. This course is intended for those performing advanced administration of the solution, or who may be responsible for Level 2-3 support. Learning Objectives After attending this course you should be able to: Identify the basic components and operations of the Unified CCE solutionConfigure and script a basic UCCE CVP deploymentImplement business rules as they apply to scripting and routing in Unified CMInstall a basic CCE VXML SolutionInstall, configure and run a CCE Outbound Option CampaignDescribe how to support CCE

About this course

Attendees should meet the following prerequisites: Attendance of AUCCE Part 1 or equivalent real world experience is a requirement to attend this courseWorking knowledge of Unified Communications Manager and Voice Gateways would be very helpful

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Subjects

  • Cisco

Course programme

Cisco Unified Contact Center Enterprise v10 Foundations

  • Lesson 1: Introducing UCCE
  • Lesson 2: Unified CCE Architecture and Components
  • Lesson 3: UCCE Terms, Routing and Additional Components
  • Lesson 4: Accessing UCCE Tools

CCE Configuration and Scripting Review

  • Lesson 1: Configuration Manager and Script Editor Review
  • Lesson 2: CTI Review
  • Lesson 3: Agent Skill Review
  • Lesson 4: Microapps and Media File Review
  • Lesson 5: Precision Routing Review
  • Lesson 6: Transfers and RONA Review
  • Lesson 7: Mobile Agents

Implementing Business Rules

  • Lesson 1: Advanced Scripting and Routing
  • Lesson 2: ICM Scripting Variables, Expressions, Formulas and Functions
  • Lesson 3: Creating an Administrative Script for Time of Day Routing
  • Lesson 4: Creating Feature Control Sets and Users
  • Lesson 5: Silent Monitoring and Recording

CCE VXML Solution

  • Lesson 1: Basic VXML Functionality
  • Lesson 2: Installing and Configuring VXML Solution
  • Lesson 3: Basic VXML SQL Database Lookup
  • Lesson 4: Exploring Courtesy Callback
  • Lesson 5: Agent Greeting

UCCE Outbound Option

  • Lesson 1: Outbound Option
  • Lesson 2: Configuring Outbound Option for Agent and IVR Campaigns

CCE Support Considerations

  • Lesson 1: Supporting UCCE
  • Lesson 2: Diagnostic Framework Suite
  • Lesson 3: UCCE Support
  • Lesson 4: Tracking an Agent Call Through the Database

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Administering Cisco Unified Contact Center Enterprise Part 2

£ 1,899 + VAT

The best Cisco courses

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See all