Cisco Certification - Network Management Software

Introduction

This intense and practical course will provide you with an introduction to UCCE which will allow you to understand how to successfully deploy the CVP VXML component in a Unified CCE solution.

Pre-Requisites

• There are no pre-requisites needed for this course.

Who should attend?

• This course is suitable for sales professionals already familiar with Cisco Collaboration / Unified Communications who have opportunities to build sales of WebEx Social (formerly Quad) in their accounts.

What you will learn?

• Once you have completed the Administering Cisco Unified Contact Center Enterprise Part 1 course you will be able to:
• Understand the straightforward components and actions of the Unified CCE solution
• Understand how to configure and script a basic UCCE CVP deployment
• Understand the ICM configuration errands vital to support simple agent functionality
• Understand how to effectively deploy the CVP VXML component in a Unified CCE solution
• Understand ways of producing basic reports using Cisco Unified IC

Course Outline

• 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 Concerns
• Arranging ICM for Agent Functionality
• Organising 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
• Simple VXML Functionality
• Installing and Configuring VXML
• Cisco Unified Intelligence Center Reporting