IT TRAINING

Cisco AUCCE2 – Administering Cisco Unified Contact Center Enterprise, Part 2 v10.0

In this course you will learn how provide “Day 2” support for UCCE solutions deployed in a CVP environment.

Topics covered in this course include requirements, resources and tools needed to carry out complex adds, moves and changes in an inbound/outbound UCCE environment.

Who needs to attend

Who needs to attend?
This course is aimed at system engineers and support personnel whose responsabilities include administration and support for the UCCE environment.

what you will learn

What you will learn
Upon completion you will know how to:

  • Basic components and operations of the Unified CCE solution
  • Configure and script a basic UCCE CVP deployment
  • Implement business rules as they apply to scripting and routing in Unified CM
  • Install a basic CCE VXML Solution
  • Install, configure, and run a CCE Outbound Option Campaign
  • Support CCE
Prerequisites

Prerequisites
Students need to have:

  • Attendance of AUCCE1 or equivalent experience
  • Working knowledge of Unified Communications Manager and Voice Gateways is recommended
  • AUCCE1 – Administering Cisco Unified Contact Center Enterprise, Part 1 v10.0
Course outline

Course Outline

1. Course Introduction

Overview
Learner Prerequisite Skills and Knowledge
Course Goal and Objectives
Course Flow
Additional References
Your Training Curriculum

 

2. Cisco Unified Contact Center Enterprise v10 Foundations

Introducing UCCE
Unified CCE Architecture and Components
UCCE Terms, Routing and Additional Components
Accessing UCCE Tools

 

3. CCE Configuration and Scripting Review

Configuration Manager and Script Editor Review
CTI Review
Agent Skill Review
Microapps and Media File Review
Precision Routing Review
Transfers and RONA Review
Mobile Agents

 

4. Implementing Business Rules

Advanced Scripting and Routing
ICM Scripting Variables, Expressions, Formulas and Functions
Creating an Administrative Script for Time of Day Routing
Creating Feature Control Sets and Users
Silent Monitoring and Recording

 

5. CCE VXML Solution

Basic VXML Functionality
Installing and Configuring VXML Solution
Basic VXML SQL Database Lookup
Exploring Courtesy Callback
Agent Greeting

 

6. UCCE Outbound Option

Outbound Option
Configuring Outbound Option for Agent and IVR Campaigns

 

7. CCE Support Considerations

Supporting UCCE
Diagnostic Framework Suite
UCCE Support
Tracking an Agent Call Through the Database

Follow on
There are no follow-ons for this course.

Certification programs
There are no certifications associated with this course.