Cisco Administering Cisco Unified Contact Center Enterprise Part 1 v2.0 (AUCCE1)

5 Days

30 CPD hours

Channel Partner/Reseller
Customer
Employee

Course Objectives
Identify the basic components and operations of the Unified CCE solution.
Configure and script a basic UCCE CVP deployment.
Perform the ICM configuration tasks required to support basic agent functionality.
Build and test a basic ICM script utilizing microapps.
Configure and script UCCE to support reporting requirements, precision queuing and RONA.
Identify how to successfully deploy the CVP VXML component in a Unified CCE solution.
Generate basic reports using Cisco Unified IC.

The Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE1) v2.0 is a 5 day instructor-led course presented by training partners to system engineers and customers who will be involved with Day 2 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. This course is intended for those administering the solution, or who may be responsible for Level 1-2 support of the solution.

Course Outline

• Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
• Module 2: UCCE Configuration and Scripting
• Module 3: Unified CCE Inbound Agent Considerations
• Module 4: Unified CCE IVR/VRU Functionality
• Module 5: Additional UCCE Considerations
• Module 6: VXML Implementation
• Module 7: Cisco Unified Intelligence Center Reporting