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

5 Days

30 CPD hours

The primary audience for this course is as follows:
• Cisco Unified Communications system channel partners and resellers who are responsible for sales, implementation or administration of a Cisco Unified Contact Center.
• System and technical support engineers.
• Day 1 and Day 2 support personnel.
• Administrative and reporting personnel.

Upon completing this course, the learner will be able to meet these overall objectives:
• Understand the Cisco Unified CCE solution, architecture, solution options, integrated features, and call flow options.
• Understand basic principles and configuration requirements for ACD activity in Cisco Unified CM, Cisco Unified CVP, ICM, and how to access and use the Cisco Finesse Agent Desktop.
• Understand requirements and configurations to implement IVR activity in Cisco Unified CVP.
• Understand and use administrative features and functions of ICM and implement more complex routing to include Precision Routing, routing from Cisco Unified Communications Manager and routing in a ring-no-answer condition.
• Understand basic concepts and terms to access, view, modify reports and use other reporting functions provided by Cisco Unified Intelligence Center.

Helps prepare learners to administer the Cisco Unified CCE v11.5 solution.

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

Basic ACD Configurations

• Lesson 1: Configuring Cisco Unified Communications Manager
• Lesson 2: Configuring Cisco Unified CVP
• Lesson 3: Configuring Cisco Unified CCE
• Lesson 4: Using Cisco Finesse
• Lesson 5: Using Cisco Unified CCE Script Editor

Configuring Cisco Unified CVP for IVR Functionality

• Lesson 1: Basic IVR Configurations
• Lesson 2: Basic IVR Scripting using CVP Micro-Applications

Extended Functions

• Lesson 1: ICM User Accounts and Feature Control Sets
• Lesson 2: Using ICM Utilities
• Lesson 3: Understanding ICM Variables
• Lesson 4: Precision Routing
• Lesson 5: Routing Calls from Cisco Unified CM
• Lesson 6: Ring-No-Answer Routing

Cisco Unified CCE Reporting

• Lesson 1: Introducing Cisco Unified Intelligence Center
• Lesson 2: Running and Modifying CUIC Reports
• Lesson 3: Creating CUIC Reports and Dashboards