Cisco AUCCE1 – Administering Cisco Unified Contact Center Enterprise, Part 1
In this course you will learn about basic adds, moves and changes in an inbound/outbound UCCE environment.
Topics covered in this course include adds, moves and changes requirements for the inbound/outbound UCCE environment.
This course is aimed at support personnel and managers that oversee UCCE deployments.
Upon completion you will know how to:
- 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
- Deploy the CVP VXML component in a Unified CCE solution successfully
- Generate basic reports using Cisco Unified IC
Students need to have:
- Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, switch) is helpful but not required
- Working knowledge of a Windows computer including a mouse and the simultaneous use of the Alt-Tab keys is required
- Working knowledge of Unified Communications Manager and Voice Gateways
- Basic understanding of contact center operations
Cisco AUCCE1 – Administering Cisco Unified Contact Center Enterprise, Part 1 v10.0
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 Components and Architecture
UCCE Terms, Routing and Additional Components
Accessing UCCE Tools
3. UCCE Configuration and Scripting
Configuration Manager
Script Editor Overview
Scripting for CVP
4. Unified CCE Inbound Agent Considerations
CTI Options Overview
Configuring ICM for Agent Functionality
Configuring UCM for Agent Functionality
Scripting ICM for Agent Functionality
5. Unified CCE IVR/VRU Functionality
Basic IVR Scripting with Microapps
ICM Microapps
Cisco Unified ICM Enterprise Scripting Using Microapplications
6. Additional UCCE Considerations
ICM Considerations for Reporting and Monitoring
Precision Routing
RONA
7. VXML Implementation
Basic VXML Functionality
Installing and Configuring VXML
8. Cisco Unified Intelligence Center Reporting
Cisco Unified IC Overview
Cisco CUIC Reporting
AUCCE2 – Administering Cisco Unified Contact Center Enterprise, Part 2 v10.0
DUCCE – Deploying Unified Contact Center Enterprise v10.0
Nu sunt programe de ceritifcare pentru acest curs.

Detalii curs
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