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

Description

Duration

5 Days

30 CPD hours

This course is intended for

Cisco Unified Communications system channel partners and resellers.
• System and technical support engineers.
• Customers who are deploying and maintaining Cisco Unified CCE solution products.

Overview

Upon completing this course, the learner will be able to meet these overall objectives:
• Understand CCE solutions, architecture, solution options, deployment models, integrated features and call flow options.
• Apply advanced scripting principles using the expression editor and custom functions and implement silent monitoring and recording.
• Understand Cisco Finesse administration and how to set up reason/wrap-up codes, desktop layout, custom variables, and workflow applications and implement Finesse IP Phone Agent.
• Understand and implement VoiceXML applications and configure access to an external database via the VXML Server.
• Understand the concepts behind translation routing to include when, why, and how to implement translation routing in a Cisco Unified CCE or traditional ICM environment.
• Implement Cisco Unified CCE Options including Cisco Outbound dialing, Courtesy Callback, Agent Greeting/Whisper announcements, and Mobile Agent.
• Understand advanced CUIC reporting concepts including administration, importing reports, and custom reporting.

Helps prepare learners to implement more advanced functions and options in the Cisco Unified CCE environment.

Cisco Unified Contact Center Enterprise Overview

Implementing Business Rules

Using Finesse Administration

Using CVP VoiceXML Applications

Translation Routing

Configuring Cisco Unified CCE Options

CUIC Reporting for the Advanced User