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Administering Cisco Unified Contact Center Enterprise Part 1
Duration
5 Days
Course
CSC-AUCCE1
Available Formats
Classroom Training, Online Training
Course Description
Overview
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.Objectives
This course is designed for use by system engineers and Cisco customers involved in “Day 2” support of the Cisco Unified Contact Center Enterprise solution deployed in a CVP comprehensive environment.
- 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.
Audience
- Channel Partner/Reseller
- Customer
- Employee
Topics
- 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
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- Standalone learning or supplemental reinforcement.
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