AUCCE1 – Administering Cisco Unified Contact Center Enterprise Part 1 – Knowledge Club

AUCCE1 – Administering Cisco Unified Contact Center Enterprise Part 1

Teacher

Mandy Jackson

Category

CISCO Collaboration Cisco Contact Center Enterprise

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The Course Name: AUCCE1 - Administering Cisco Unified Contact Center Enterprise Part 1

 

The Duration: 5 Days

 

The Overview:

 

The purpose of this course is to teach participants a UCCE solution deployed in a CVP comprehensive environment by describing 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.

 

What You Will Learn:

 

How to identify the basic components and operations of the Unified CCE solution.

How to configure and script a basic UCCE CVP deployment.

How to perform the ICM configuration tasks required to support basic agent functionality.

How to build and test a basic ICM script utilizing microapps.

How to configure and script UCCE to support reporting requirements, precision queuing and RONA.

How to identify how to successfully deploy the CVP VXML component in a Unified CCE solution.

How to Generate basic reports using Cisco Unified IC.

 

The Course Index:

 

  1. Course Introduction
  2. Cisco Unified Contact Center Enterprise Foundations
  • Introducing UCCE
  • Unified CCE Components and Architecture
  • UCCE Terms, Routing and Additional Components
  • Accessing UCCE Tools
  1. UCCE Configuration and Scripting
  • Configuration Manager
  • Script Editor Overview
  • Scripting for CVP
  1. Unified CCE Inbound Agent Considerations
  • CTI Options Overview• Configuring ICM for Agent Functionality
  • Configuring UCM for Agent Functionality
  • Scripting ICM for Agent Functionality
  1. Unified CCE IVR/VRU Functionality
  • Basic IVR Scripting with Microapps
  • ICM Microapps
  • Cisco Unified ICM Enterprise Scripting Using Microapplications
  1. Additional UCCE Considerations
  • ICM Considerations for Reporting and Monitoring
  • Precision Routing• RONA
  1. VXML Implementation
  • Basic VXML Functionality
  • Installing and Configuring VXML
  1. Cisco Unified Intelligence Center Reporting
  • Cisco Unified IC Overview
  • Cisco CUIC Reporting

 

Labs:

 

Lab 1: Setting Up Your VPN and SIP phone

Lab 2: Configuring Cisco Unified Communications Manager

Lab 3: Explore CVP and ICM Servers

Lab 4: Tools and Utilities for Administering ICM Dialed Numbers and Call Types

Lab 5: Prepare a Simple Script

Lab 6: Use ICM Tools for ICM Scripts

Lab 7: Configure ICM for Basic Agent and Skill Group Functionality

Lab 8: Configure CUCM for Agent Functionality

Lab 9: Install CTIOS Agent Desktop

Lab 10: Testing Basic Skill Group functionality in an ICM Script

Lab 11: Media Files and Variables in ICM Scripting

Lab 12: Basic IVR Scripting with MicroApps

Lab 13: Configure CCE for Monitoring and Reporting

Lab 14: Configuring Precision Routing

Lab 15: Configuring Ring No Answer (RONA)

Lab 16: Implement Administrative Scripts

Lab 17: CTI Route Point Initiated Calls

Lab 18: VXML Server Configuration and Call Studio Installation

Lab 19: Create and Deploy a Cisco Unified Call Studio Project

Lab 20: Integrate VXML Applications with an ICM Script

Lab 21: CUIC Reports and Dashboards

Our Main Teachers

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Price : Free

Max Availability : 20

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