Administering Cisco Unified Contact Center Enterprise Part 2 v2.0

Duration: 
5 days
Versions: 
V2.0,2

Overview

This is a 5 day instructor-led course for system engineers and customers who will be involved with "Day2" support of a UCCE solution deployed in a CVP comprehensive environment. This course gives the learner an understanding of the requirements, resources and tools required to perform complex adds, moves and changes in the inbound/outbound UCCE environment.

Audience

  • Recommended preparation for the following exam(s):
  • 642-241 - Unified Contact Center Enterprise Design Exam
  • 642-242 - Unified Contact Center Enterprise Implementation
  • 642-243 - Unified Contact Center Enterprise Support
  • Delegates looking to take these exams will also need to have studied the AUCCE1 and DUCCE courses

Course Outline

  • This course is intended for those performing advanced administration of the solution, or who may be responsible for Level 2-3 support.
  • Cisco Unified Contact Center Enterprise v10 Foundations
  • Lesson 1: Introducing UCCE
  • Lesson 2: Unified CCE Architecture and Components
  • Lesson 3: UCCE Terms, Routing and Additional Components
  • Lesson 4: Accessing UCCE Tools
  • CCE Configuration and Scripting Review
  • Lesson 1: Configuration Manager and Script Editor Review
  • Lesson 2: CTI Review
  • Lesson 3: Agent Skill Review
  • Lesson 4: Microapps and Media File Review
  • Lesson 5: Precision Routing Review
  • Lesson 6: Transfers and RONA Review
  • Lesson 7: Mobile Agents
  • Implementing Business Rules
  • Lesson 1: Advanced Scripting and Routing
  • Lesson 2: ICM Scripting Variables, Expressions, Formulas and Functions
  • Lesson 3: Creating an Administrative Script for Time of Day Routing
  • Lesson 4: Creating Feature Control Sets and Users
  • Lesson 5: Silent Monitoring and Recording
  • CCE VXML Solution
  • Lesson 1: Basic VXML Functionality
  • Lesson 2: Installing and Configuring VXML Solution
  • Lesson 3: Basic VXML SQL Database Lookup
  • Lesson 4: Exploring Courtesy Callback
  • Lesson 5: Agent Greeting
  • UCCE Outbound Option
  • Lesson 1: Outbound Option
  • Lesson 2: Configuring Outbound Option for Agent and IVR Campaigns
  • CCE Support Considerations
  • Lesson 1: Supporting UCCE
  • Lesson 2: Diagnostic Framework Suite
  • Lesson 3: UCCE Support
  • Lesson 4: Tracking an Agent Call Through the Database

Thinking about Onsite?

If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.

Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.

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Upcoming Dates

  • GREEN This class is Guaranteed To Run.
  • SPVC - Self-Paced Virtual Class.
  • Click a Date to Enroll.
Course Location Days Cost Date
Sofia Sofia5 1756 £1756 2019-09-30
London London5 1756 £1756 2019-10-07
Midlands Birmingham5 1756 £1756 2019-10-07
Edinburgh Edinburgh5 1756 £1756 2019-10-07
Ile de France Paris5 1756 £1756 2019-10-07
Bristol Bristol5 1756 £1756 2019-10-07
Devon Exeter5 1756 £1756 2019-10-07
London London5 1756 £1756 2019-10-14
London London5 1756 £1756 2019-10-14
Berkshire Wokingham5 1756 £1756 2019-12-02
Bristol Bristol5 1756 £1756 2019-12-02
Devon Exeter5 1756 £1756 2019-12-02
Berkshire Wokingham5 1756 £1756 2019-12-02
Midlands Birmingham5 1756 £1756 2019-12-02
Edinburgh Edinburgh5 1756 £1756 2019-12-02