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